This policy explains how cancellations and refunds work for appointments and payments made to PMR Centre.
This policy was last reviewed on 20 August 2026.
Cancelling or rescheduling an appointment
If you cannot attend an appointment, please tell us as early as you can so the slot can be offered to another patient. You can cancel or rearrange by calling us on the numbers below, or by replying to your appointment message.
Please give us at least 24 hours' notice. An appointment reserves clinician time that cannot be offered to someone else at short notice. If you cancel or reschedule less than 24 hours before your appointment, or do not attend without telling us beforehand, a cancellation fee may apply. Where a fee applies it will be advised to you, and it may be deducted from any advance payment before a refund is issued.
Cancellations made 24 hours or more before the appointment are not charged. We also understand that emergencies happen — if something unavoidable prevented you from attending, or from letting us know in time, please tell us and we will take it into account.
If we need to cancel or move your appointment — for example because the consultant is unavailable — we will contact you to arrange an alternative, and any advance payment you have made will be carried over to the new appointment or refunded in full, whichever you prefer.
Refunds on payments made online
Where a refund is due, it is returned to the original payment method used for the transaction. We are not able to redirect a refund to a different card, account or UPI ID.
Once we approve a refund it is submitted to our payment gateway. The funds typically appear in your account within 5–7 working days, depending on your bank or card issuer. That timing is set by the bank, not by us.
Duplicate and failed payments
If you are charged twice for the same bill, or money leaves your account for a payment the system recorded as failed, contact us with the transaction reference and we will investigate. Confirmed duplicate or failed-but-debited payments are refunded in full.
Services already provided
Consultations, investigations, therapy sessions and procedures that have already been provided are not generally refundable, since the service has been delivered. If you are unhappy with any aspect of your care, please raise it with us — we would rather hear about it and put it right.
Packages and prepaid therapy sessions
Where sessions have been paid for in advance and you are unable to continue, contact us. We will normally refund the unused portion, after deducting the sessions already attended at the applicable rate.
How to request a refund
Please contact us with:
- your name and MRN (patient number);
- the bill number or transaction reference;
- the date and amount of the payment;
- the reason for the request.
We aim to acknowledge refund requests within 3 working days and to tell you the outcome promptly once we have checked the transaction.
How to contact us
If you have any questions about a cancellation or a refund, or wish to make a request or complaint, please contact us:
- Email: info@pmrcentre.com
- Telephone: +91 70852 35036
- Telephone: +91 93663 86701
- Post: PMR Centre, Thranghok Rangad Road, Laban, Shillong · Mawkasiang Branch, New Shillong, Shillong, Meghalaya, India
