This Refund and Re-treatment Policy explains how refunds, adjustments, and repeat treatments are handled at Ivy Clinics for dental, skin, and hair services. By proceeding with any consultation, procedure, or treatment at Ivy Clinics, the patient confirms that they have understood and accepted the treatment plan, associated charges, and payment terms shared by the clinic.
1. Clinical outcomes and consent
All treatments are delivered in accordance with prevailing clinical standards, best practices, and available technology, but no specific outcome can be guaranteed because results vary by individual biology and case complexity. A definitive diagnosis and treatment plan are made only after an in-person clinical evaluation by a qualified practitioner at an Ivy Clinics facility.
2. General refund principle
As a general rule, fees paid towards consultations, booked treatments, or treatments that have commenced or been completed, in whole or in part, are non-refundable.
Where permitted under this policy, any unused amount may be adjusted, at the clinic’s discretion, against future treatments availed by the patient or a person referred by the patient.
3. Online appointment deposits and advance payments (website payments)
Ivy Clinics may accept advance payments or deposits online for appointment confirmation fees, advance deposits for procedures, or other one-time service payments. Refund eligibility for such advance payments depends on the timing of cancellation and whether the appointment was booked online.
Cancellation window and no show:
- To cancel or reschedule, patients must inform Ivy Clinics at least 24 hours before the scheduled appointment time, or within the notice period specified by the clinic for that service.
- Late cancellations may be treated as no shows.
- For no-shows, Ivy Clinics may retain any deposit or prepayment for that appointment.
Eligible refunds for online appointment payments:
- Advance payments or deposits made for an appointment will be refunded only if the appointment was booked online and the patient cancels within the allowed cancellation window, subject to clinic policy.
- Where eligible, refunds are processed back to the original payment method within approximately 7 to 14 working days, subject to payment gateway and bank timelines.
Rescheduling:
- If a patient reschedules with appropriate advance notice, the prepaid amount may be applied to the rescheduled appointment.
4. Treatment cancellations and refund requests (in clinic payments or procedure advances)
If a patient requests cancellation of a planned treatment or seeks a refund for an advance paid towards a procedure, Ivy Clinics will review the request on a case-by-case basis. Any decision to approve a refund, a partial refund, or no refund may depend on the stage of the treatment journey, clinical and administrative work already completed, and costs already incurred.
Deductions for work already performed:
In case of cancellation or refund, the clinic reserves the right to deduct charges incurred towards consultations, diagnostics, impressions, radiographs, treatment planning, and related professional services, including:
- Rs. 5,000 for Implant or Orthodontic treatments
- Rs. 10,000 for Aligner treatments
- Rs. 3,000 for all other treatments
5. Non-refundable items and exclusions
The following are not refundable, except where required by applicable law:
- Completed consultations and already delivered services, including diagnostics and procedures.
- Any discounts, promotional offers, dental health plan benefits, or coupons that are not refundable, not transferable, and not redeemable for cash.
- Any portion of treatment that has commenced or has been completed in whole or in part.
6. Re-treatment policy (Dental)
If repeat treatment is clinically indicated for a dental procedure, Ivy Clinics may provide repeat treatment within 6 months from the date of completion of the original treatment at no additional cost, unless otherwise specified in writing.
Important conditions:
- Re-treatment is provided only when clinically indicated and may require re-evaluation.
- Re-treatment does not apply where the need arises due to factors outside the clinic’s reasonable control, including non-compliance with post-treatment instructions, missed follow-ups, trauma, new decay, gum disease progression, or other biological changes.
7. Warranty scope for crowns, implants, and dentures
Any warranty provided for crowns, implants, or dentures is limited solely to manufacturing defects, including breakage or chipping.
This warranty excludes clinical procedures, disease progression, biological failure, and the need for treatment or re-treatment of the underlying tooth or implant, including but not limited to root canal treatment or surgical intervention.
8. EMI policy (third-party finance)
If the patient opts for an EMI facility facilitated through a third-party financial institution introduced by the clinic, the patient acknowledges that the EMI facility is chosen at their request.
While the clinic may bear interest charges during an uninterrupted EMI tenure, any interest, penalties, or charges arising from premature cancellation, default, or modification of the EMI will be borne solely by the patient.
All matters relating to EMI arrangements, including refunds, delays, penalties, disputes, or claims, are exclusively between the patient and the concerned financial institution, and Ivy Clinics is not responsible for such matters.
9. How to request a refund or re-treatment review
To request a refund review or re-treatment assessment:
- Contact the clinic through the official phone, WhatsApp, or email channels shared by Ivy Clinics.
- Share patient details, invoice or receipt details, and the reason for the request.
- The clinic may request supporting documents, clinical records, and an in-person examination where required for appropriate evaluation.
10. Clinic rights and updates
Ivy Clinics may update this policy from time to time by posting a revised version on its website. In case of any mismatch between promotional communication and this policy, the clinic’s written confirmation and this policy will prevail, subject to applicable law.
11. Governing law and jurisdiction
This policy is governed by the laws of India, and disputes are subject to the exclusive jurisdiction of the courts in Chandigarh, unless applicable law requires otherwise.
