REFUND & PAYMENT POLICY

Effective Date: 28 Sept. 2026

This Refund & Payment Policy applies to payments made directly to Mahajan Eye Centre, a unit of Mahajan Eye Care Pvt. Ltd. (“Mahajan Eye Centre”, “MEC”, “we”, “us” or “our”) through its website or authorised online payment facilities.

1. General Payment Policy

Mahajan Eye Centre may accept online payments for consultations, diagnostic investigations, surgical procedures, treatment advances and other services provided by the Centre.

Payments may be processed through authorised payment gateways and other payment service providers.

A payment is considered received by Mahajan Eye Centre only when the transaction has been successfully verified and reflected in the Centre's records.

2. Consultation Payments

A patient may cancel or reschedule a consultation by informing Mahajan Eye Centre at least 24 hours or one working day before the scheduled consultation.

Where cancellation is made within this permitted period, the eligible amount will be refunded after deduction, where applicable, of payment-processing charges actually incurred by MEC in connection with the transaction and not recovered or refundable to MEC from the relevant payment service provider.

Alternatively, the patient may request rescheduling of the appointment, subject to availability.

3. Surgery and Procedure Advances

Advance payments made toward surgery or a procedure are generally refundable where the patient informs Mahajan Eye Centre in advance of the intention to cancel.

Patients may also request rescheduling of the procedure, subject to availability and clinical considerations.

Where the patient provides notice before the scheduled day of surgery, the patient may request either rescheduling of the procedure or a refund of the eligible amount.

Any refund will be subject to deduction, where applicable, of charges for services already provided and payment-processing charges actually incurred by MEC that are not recoverable from the relevant payment service provider.

4. Late Cancellation / Failure to Attend

Patients are requested to provide advance notice if they are unable to attend a scheduled appointment or procedure.

Where a patient does not provide advance notice and informs the Centre only after the scheduled time, including where the patient is late and the Centre has already attempted to contact the patient regarding the scheduled appointment or procedure, the normal advance-cancellation provisions may not apply.

Any refund or rescheduling request in such circumstances will be considered based on the individual circumstances and services or arrangements already made by Mahajan Eye Centre.

5. Procedure Found Clinically Unsuitable

If, following appropriate clinical evaluation, the treating ophthalmologist determines that the patient is not suitable for the proposed surgical procedure, the amount paid may be refunded after deduction of:

• applicable charges for consultations, investigations or other services already provided; and
• payment-processing charges actually incurred by MEC that are not recoverable from the relevant payment service provider.

Where clinically appropriate, the patient may instead be offered an alternative treatment or may use an eligible amount toward another service.

6. Cancellation or Postponement by Mahajan Eye Centre

If Mahajan Eye Centre postpones or cancels a scheduled procedure for medical, operational, equipment, doctor-availability or other reasons, the patient will generally be offered:

• rescheduling of the procedure; or
• a refund of the eligible amount.

Any refund will be processed in accordance with this policy.

7. Refund Processing

Approved refunds will generally be processed to the original payment method, wherever technically possible.

Mahajan Eye Centre generally processes approved refunds within 7–10 days, subject to verification and internal processing requirements.

The actual time taken for the refunded amount to appear in the patient's bank account, card account or other payment instrument may vary depending on the bank, card issuer, payment gateway, UPI provider or other payment service provider.

8. Payment Gateway / Payment-Processing Charges

Where a refund is requested, Mahajan Eye Centre may deduct only applicable payment-processing or payment-partner charges that:

1. were actually incurred in connection with the original transaction; and
2. are not recovered, reversed or refundable to Mahajan Eye Centre by the relevant payment service provider.

The purpose of such deduction is to account for actual transaction-related costs incurred by MEC.

Where no such non-recoverable charge has been incurred, no deduction will be made on this basis.

9. Failed Transactions

If an amount is debited from a patient's bank account, card, UPI account or other payment instrument but the payment is not reflected as received in Mahajan Eye Centre's accounts or payment records, the patient should contact the relevant bank, card issuer, UPI provider or payment service provider for transaction status and resolution.

As the funds have not been received by MEC in such circumstances, the reversal or refund of the transaction is generally handled by the relevant payment service provider or bank.

MEC will provide reasonable assistance with transaction verification where possible.

10. Duplicate Transactions

If a patient is charged more than once for the same transaction and the duplicate payment is confirmed as received by Mahajan Eye Centre, MEC will process the appropriate refund of the duplicate amount.

Any payment-processing charge actually incurred by MEC in relation to the duplicate transaction and not recoverable from the payment service provider may be deducted from the refund.

11. EMI and Financing Transactions

Where payment is made through an EMI or financing partner, the financing arrangement is governed by the terms of the respective financing partner.

Approval, interest, processing fees, repayment obligations and other financing terms are outside the control of Mahajan Eye Centre.

Any refund involving an EMI or financing transaction may require coordination with the relevant financing partner and may be subject to its procedures, timelines and applicable charges.

12. Third-Party Products and Services

Certain optical products, medicines or other products/services associated with the Centre may be supplied, billed or fulfilled by independent third parties.

Where payment is made directly to such a third-party provider and the amount is not received by Mahajan Eye Centre, any refund or cancellation will be governed by that provider's applicable policy.

13. Contact for Refund Queries