+91 9876543210 info@emraldmedical.com Mon - Sat: 9:00 AM - 6:00 PM

Refund & Cancellation Policy

Last updated: June 03, 2026

This Refund & Cancellation Policy ("Policy") applies to all payments made to Emrald Medical Research Private Limited (CIN: , GSTIN: ) through the website https://emraldpetscan.com/, whether via the PhonePe Payment Gateway or any other mode offered by us. Please read this Policy carefully before making a payment.

1. Nature of Our Services

We provide medical diagnostic and therapeutic services including PET CT Scan, Iodine-131 Therapy, Lu-177 DOTATATE Therapy and related nuclear-medicine procedures. Many of these services:

  • require the ordering and delivery of patient-specific radio-pharmaceuticals with a limited shelf life;
  • require the reservation of specialised equipment, trained technologists, and physician time;
  • cannot be resold or reused if you do not attend your appointment.

Our cancellation and refund terms reflect these operational realities.

2. Cancellation by the Patient

You may request cancellation by calling us on +91 9876543210 or emailing info@emraldmedical.com with your booking reference number, name, and registered mobile number.

When you cancel Refund you receive
More than 48 hours before the appointment 100% refund of the amount paid, less any non-refundable payment-gateway charges actually deducted by PhonePe/the issuing bank.
24 – 48 hours before the appointment 75% refund of the amount paid.
Less than 24 hours before the appointment, OR no-show No refund — radio-pharmaceuticals and slot-blocking costs cannot be recovered at this stage.
Services already rendered (e.g. scan completed) No refund.

Note: For certain therapies (particularly Iodine-131 high-dose and Lu-177 DOTATATE) the isotope is ordered patient-specifically several days in advance. The non-refundable component for these services may be higher and will be disclosed to you in writing at the time of booking.

3. Cancellation or Rescheduling by the Company

We may need to cancel or reschedule an appointment due to equipment downtime, isotope-delivery delays, medical emergencies, or reasons of force majeure. In such cases:

  • We will contact you at the earliest opportunity to offer a rescheduled slot at no additional charge.
  • If you do not wish to reschedule, you are entitled to a 100% refund of the amount paid.

4. Failed Transactions & Double Charges

If your bank account is debited but:

  • the booking does not appear in your account, or
  • you receive a "Payment Failed" message, or
  • you were charged twice for the same booking,

please do not attempt another payment. Email us at info@emraldmedical.com with a screenshot of the debit and the transaction reference. In most cases, PhonePe and your bank automatically reverse the amount within 5–7 working days. If that does not happen, we will raise a formal dispute with PhonePe on your behalf.

5. Refund Process & Timelines

  1. Approved refunds are processed to the original payment instrument only. We do not refund to a different card, UPI ID, or bank account.
  2. Once we initiate a refund, the refund reference number (RRN) is shared with you by email/SMS.
  3. Refunds typically reflect in your account within:
    • UPI: 1–3 working days
    • Debit card: 3–5 working days
    • Credit card: 5–7 working days
    • Net banking: 3–5 working days
    Timelines are subject to your issuing bank and are controlled by PhonePe and the banking network, not by us.
  4. Payment-gateway fees (if charged separately on your invoice) and any third-party bank charges actually incurred may be deducted from the refund.
  5. GST, where applicable, will be reversed proportionately in accordance with applicable GST law.

6. Non-Refundable Items

The following are not refundable under any circumstances:

  • Services already rendered.
  • Consultation fees, after the consultation has taken place.
  • The patient-specific isotope cost, once the isotope has been ordered or delivered for your scheduled procedure.
  • Convenience fees or payment-gateway surcharges retained by the bank or by PhonePe.

7. How to Request a Refund

Send an email to info@emraldmedical.com (subject: "Refund Request – [Your Booking Reference]") containing:

  • Full name of the patient / person who paid
  • Booking reference or PhonePe transaction ID
  • Date and time of the appointment
  • Reason for cancellation
  • Registered mobile number and email

We will acknowledge your request within 48 hours and communicate our decision within 7 working days.

8. Chargebacks

If you have a genuine concern about a transaction, please contact us first before raising a chargeback with your card issuer. Unwarranted chargebacks reverse-funded to you may lead to suspension of service, legal action, and recovery of associated costs.

9. Compliance with PhonePe Policies

Refunds are initiated by us through the PhonePe Payment Gateway and are subject to PhonePe's own merchant refund policies and the rules of the Reserve Bank of India, Unified Payments Interface (NPCI), Visa, MasterCard, and RuPay networks. PhonePe's terms are available at https://www.phonepe.com/terms-conditions

10. Grievance Redressal

If you are not satisfied with how your refund has been handled, please escalate to our Grievance Officer (details in our Privacy Policy, Section 11). We aim to resolve all grievances within 30 days of receipt.

11. Changes to this Policy

We may amend this Policy from time to time. The latest version will always be available on this page. Continued use of the Site after changes constitutes your acceptance of the updated Policy.

12. Contact

  • Emrald Medical Research Private Limited
  • CTS NO-16035, PLOT NO-110, A-62, Shrikrishna Nagar, Ulkanagari, Chhatrapati Sambhajinagar, Maharashtra 431009
  • Email: info@emraldmedical.com
  • Phone: +91 9876543210 / +91 9876543211
  • Hours: Monday to Saturday, 9:00 AM – 6:00 PM (IST)