Refund Policy

Eve Healthcare (“Eve,” “we,” “us”) helps you book diagnostic and related appointments at partner centres. Depending on the service, we may collect payment from you and issue a bill or receipt on behalf of the arrangement with the centre. This policy explains when amounts may be refunded, adjusted, or retained—especially where third-party costs (for example radiopharmaceutical “dose” for PET-CT) are incurred before your scan.

1. Who this applies to

This policy applies to payments made to Eve for bookings facilitated through our platform or through our authorised channels, where Eve collects payment and provides billing documentation to you. Partner centres may also have their own payment or cancellation rules; where a centre-specific rule communicated at booking is stricter, that rule applies for that booking in addition to this policy.

2. How we handle your payment

For many services, payment may be collected by Eve and reflected on the bill or receipt we issue. The clinical service itself is performed by an independent partner centre. For certain high-cost or preparation-intensive services—commonly PET-CT and MRI—an advance may be required at or before booking. The advance is applied toward the total charges for the services actually rendered; any balance is settled as communicated at booking or at the centre. Where you pay cash at the centre under a separate arrangement, settlement rules communicated at the time of booking apply.

Anesthesia: Where a procedure requires anesthesia, the centre may need to call or arrange doctors for your case. Charges depend on the number of studies booked. An advance payment is required to confirm such bookings, as communicated at the time of booking.

DTPA (Nuclear Medicine): For DTPA scans, a ₹500 advance is required to book Nuclear Medicine services (amounts are indicative and subject to change with notice; confirm at booking).

3. When a full or partial refund may be approved

We may approve a refund or credit (to the original payment method or as account credit, as feasible) when:

• Duplicate payment: You paid twice for the same booking and the duplicate is verified.
• Failed or reversed transaction: Your bank or payment provider reverses or fails to capture an amount; any erroneous debit is corrected or refunded after verification.
• Cancellation before committed costs: You cancel in line with the applicable cancellation window before Eve or the centre has incurred non-recoverable third-party costs (for example before a PET-CT dose is ordered or allocated for your slot, where applicable).
• We or the centre cancel: The appointment is cancelled by Eve or the partner centre (except where the cancellation is due to your late arrival, no-show, or failure to meet clinical prerequisites).
• Service not rendered after payment: You paid for a service that could not be delivered through no fault of your own, after verification.

4. Cancellations, late arrival, and charges that may reduce a refund

For PET-CT, radiopharmaceutical doses are often ordered for a specific patient and time slot. If you cancel on the day of the test, or if you arrive after your scheduled time and the scan cannot proceed, dose charges may apply as below (amounts are indicative and subject to change with notice; confirm at booking). If you cancel on the day of the test, sedation-related charges may also apply where sedation was planned.

Tracer / protocol (indicative)	Dose charge (INR)
DOPA	13,000
PSMA	13,000
FDG	5,000
NOTA	16,000
F Choline	14,700

For sedation requests, at least one day’s prior notice is typically required. Cancellations on the day of the test may attract sedation charges as levied by the centre or under the booking terms shown to you.

For anesthesia, the centre may need to arrange doctors in advance; charges depend on the number of studies, and advance payment is required to book, as confirmed in your booking. Cancellations on the day of the test, or late arrival when the arranged slot cannot be honoured, may attract anesthesia-related charges as levied by the centre or under the booking terms shown to you.

For DTPA scans under Nuclear Medicine, the ₹500 booking advance (when collected) is applied toward your Nuclear Medicine booking; if you cancel late or do not attend as per the terms shown at booking, that amount or part of it may be retained or charged like other non-recoverable booking costs, as communicated at booking.

Any refund or credit in these situations may be less the above charges and any other non-recoverable fees already paid to third parties, as permitted by applicable law and the terms shown at booking.

5. What is usually not refundable

Amounts already disbursed to third parties that cannot be recalled (for example ordered doses, consumed consumables, or slot fees), administrative fees stated as non-refundable at checkout, and no-shows or late arrivals where the centre could have served another patient, may not be eligible for refund except at Eve’s discretion or where required by law.

6. How to request a refund

Email contact@evehealthcarecenter.com with your registered name, booking reference, payment proof, and a short description of the issue. We may ask for additional information to verify the transaction. Approved refunds to cards or UPI typically complete within 7–14 business days after approval, depending on your bank or payment provider; some methods may take longer.

7. Disputed or unauthorised charges

If you believe a charge is unauthorised or incorrect, contact us immediately with details. We will investigate in good faith. Raising a chargeback with your bank without first attempting resolution may delay verification; we will still cooperate with a lawful dispute process.

8. Changes to this policy

We may update this Refund Policy from time to time. Material changes will be posted on this page with an updated “Last updated” date. Continued use of our services after changes constitutes acceptance of the revised policy, except where a stricter right applies under law.

Last updated: 15 April 2026

If you have any questions please contact us at contact@evehealthcarecenter.com.