We understand that plans change. This policy describes how cancellations and rescheduling work, and how refunds are processed for online payments made on MRI Guwahati.
1. Cancellation timeframes
- More than 24 hours before the scan: 100% refund of the scan amount, less payment gateway charges that the gateway does not return to us. Gateway charges are typically 2 to 3 per cent and are itemised in your refund email.
- Between 24 hours and 4 hours before the scan: 50% refund of the scan amount.
- Less than 4 hours before the scan, or no-show: No refund.
2. Rescheduling
Rescheduling is free of charge if you reschedule at least 4 hours before the original slot. You can reschedule up to 30 days from the original slot, subject to availability. To reschedule, sign in to your dashboard or contact our support team.
3. Refund timeline
Refunds are initiated within 24 hours of an approved cancellation. The amount typically reflects in your original payment method within 5 to 7 working days. UPI refunds are usually faster, often within 24 to 48 hours. Net banking and credit card refunds can take up to 7 working days, depending on your bank.
4. Pay-at-hospital bookings
For bookings where you chose pay-at-hospital, no refund is due since no payment was made on our platform. We still encourage you to cancel through the dashboard or notify support so the slot can be released to another patient.
5. Cancellations initiated by the centre
In rare cases, a partner centre may need to cancel or reschedule your booking due to a machine breakdown, radiologist unavailability, or any operational issue. In such cases:
- You will be notified by SMS, email, and a phone call.
- You can choose a free reschedule to another slot or another partner centre.
- If you prefer a refund, you receive a 100% refund regardless of the timing.
6. How to request a refund or cancellation
- Sign in to your account at mriguwahati.in.
- Open the booking from your Appointments list.
- Choose Cancel and confirm.
- You will see the eligible refund amount on the confirmation screen.
If you cannot access your account, write to support@mriguwahati.in from your registered email with your booking ID. We will process the cancellation manually after verification.
7. Disputed refunds
If you have not received a refund within 10 working days of confirmation, write to us at support@mriguwahati.in. Include your booking ID and the last four digits of the card used or the UPI handle. We will follow up with the payment gateway and update you within 3 working days.
8. Special cases
- Medical emergency: if you cannot attend due to a medical emergency, send a short note and supporting evidence within 7 days of the missed slot. We review these case-by-case and aim to be reasonable.
- Incorrect scan booked: if the centre identifies that the booked scan does not match the prescription on the day of the scan, the centre may refuse to perform the scan. We help you reschedule for the correct scan and adjust the price difference.
9. Contact
For all refund-related queries, write to support@mriguwahati.in or call +919864000000.