At QI Spine Clinic, we are committed to providing exceptional, nonsurgical spine care through our team of multi specialist professionals. Our goal is to ensure that every patient receives personalized, effective treatment for spine, back, and related conditions. To maintain transparency and trust, we have established a comprehensive Refund & Cancellation Policy. Please read the following details carefully to understand your rights and responsibilities as a patient.
 

Appointment Scheduling and Confirmation

• All appointments at QI Spine Clinic must be scheduled in advance, either online, via phone, or in person.
• Patients will receive a confirmation of their appointment via email, SMS, or phone call.
• It is the patient’s responsibility to provide accurate contact information to ensure seamless communication.

 

Cancellation of Appointments

• We understand that unforeseen circumstances may arise, and you may need to cancel or reschedule your appointment. To accommodate all patients effectively, we have the following guidelines
• Patients are required to cancel or reschedule their appointment at least 24 hours prior to the scheduled time.
• Cancellations made less than 24 hours before the scheduled time or failing to attend an appointment will be recorded as a Late Cancellation/No-Show in the system for the first and second instances. On the third instance, a Late Cancellation/No-Show penalty will be charged, and the session will be marked as completed. This policy applies to both paid and unpaid services.
• In cases, QI Spine Clinic may need to cancel or reschedule an appointment due to unforeseen circumstances, such as specialist unavailability or emergencies. In such cases, patients will be notified immediately, and every effort will be made to reschedule the appointment at the earliest convenience of the patient.

 

I. Refund Policy for Services

QI Spine Clinic offers a transparent and patient centric refund policy for its services. Please note the following terms and conditions  

Refund Eligibility

• Refunds are applicable only for prepaid services or packages that have not been utilized.
• Refunds are not applicable for services that have already been rendered or partially utilized.
• If a patient passes away during the treatment period, a refund will be issued for any unused services or treatment sessions.
• If a patient is diagnosed with a critical medical condition that prevents them from continuing treatment (e.g., cancer, brain tumour, heart conditions, etc.), a refund will be issued for any unused services.
• If a patient undergoes spine surgery due to a major diagnostic error by QI Spine Clinic, a full refund will be issued for all services rendered.
• If a patient experiences significant issues such as major appointment gaps, staff behavior concerns, or other service related problems, a refund may be issued based on the severity of the issue.
• If a patient experiences severe side effects from the use of medical devices at QI Spine Clinic (e.g., shock, burns, etc.), a refund will be issued for the affected treatment session(s).

 

Refund Process

• Patients must submit a refund request in writing (via email or in person) to the clinic’s billing department.
• Patients must provide all necessary documentation to support their refund request.
• The request will be verified by the clinic’s administration team to ensure eligibility.
• Refunds will be processed within 30 (Thirty) business days from the date of approval.
• Refunds will be issued by Online mode only (RTGS/NEFT/IMPS) regardless of the mode of payment

 

Non- Refundable Services

• Diagnostic tests, consultations, and treatments that have already been conducted are nonrefundable.
• Any promotional or discounted packages are nonrefundable unless otherwise specified.
• QI Spine Clinic offers customized treatment packages for patients seeking longterm care.
• If a patient cancels a package before starting any treatment, no refund will be issued
• If a patient cancels a package after starting treatment, no refund will be processed.
• Treatment packages are able at sole discretion of QI Spine Clinic and can only be used by a patient for treatment, transfer to a family member, transfer to wallet for future use or for the purchase of any products.

 

Exceptions and Special Circumstances

• QI Spine Clinic understands that certain situations may require exceptions to the standard policy. In case of a documented medical emergency, the cancellation fee may be waived, and a full or partial refund may be issued at the discretion of the clinic’s management.
• If a patient is dissatisfied with the services provided, they may request a review by the clinic’s management. Refunds or adjustments will be considered on a casebycase basis.

 

Patient Responsibilities

• Patients are encouraged to read and understand the Refund & Cancellation Policy before making any payments or committing to treatment plans.
• Patients must provide accurate and complete information to facilitate smooth communication and processing of requests.

 

Clinic Responsibilities

• QI Spine Clinic is committed to providing clear and transparent information about its policies and procedures.
• The clinic will ensure that all refund and cancellation requests are handled promptly and fairly at its sole discretion.

 

II. Refund Policy for Products

 

Return Window

• Products must be returned within 7 working days from the date of delivery.
• For all products except chairs, the delivery date is considered the same as the invoice date.
• For chairs, the actual date of delivery will be considered.

 

Product Condition

• The product must be in its original, undamaged, and saleable condition.
• Products that are damaged, used, or not in saleable condition will not be accepted for return or exchange.

 

Approval Process

• Returns and exchanges are subject to approval by the Area Branch Manager.
• Once approved, you may choose between a refund or an exchange for another suitable  product.

 

Eligibility for Exchange

A product can only be exchanged if:

• It is medically unfit or unsuitable for the patient.
• It is defective or damaged.

 

Refund Process

• Once the returned product is received and inspected, we will notify you of the approval or rejection of your refund.
• If approved, the finance team will initiate the refund to the bank account using the details provided by you.
• You will receive the refund within 10 working days, provided your bank details are accurate.
• If you have not received your refund within the specified timeline, doublecheck your bank account details to ensure they are correct.

 

Contact Information

For any questions, concerns, or requests related to cancellations or refunds, please contact our billing department
Email: payment@qispine.com
Phone: 88286 69901
Address: Unit #6, Level 1, The Centrium, LBS Marg, Kurla (W), Mumbai – 400070

Policy Updates

QI Spine Clinic reserves the right to update or modify this Refund & Cancellation Policy at any time. Patients will be notified of any significant changes through email or on the clinic’s website. By choosing QI Spine Clinic, you acknowledge that you have read, understood, and agreed to the terms of this Refund & Cancellation Policy. We thank you for trusting us with your spine care needs and look forward to providing you with the highest standard of nonsurgical treatment.