REFUND POLICY

Thank you for using SLH Channeling, the official appointment booking application of Southern Lanka Hospitals. We value your trust and aim to provide a smooth, transparent, and reliable doctor channeling service. This Refund Policy details the eligibility criteria, cancellation rules, and refund mechanisms governing all transactions processed through our digital platform.

MANDATORY REQUIREMENT: Payment-Initiated Media Refund Rule

All approved refunds will be credited back exclusively to the original payment method / media used to initiate the transaction (e.g., original credit card, debit card, bank account, or digital wallet). Under no circumstances will cash or alternative payment media refunds be issued.

1. Eligibility for Refund

Refunds may be issued to patients under the following specific circumstances:

• Doctor Cancellation: When the scheduled doctor cancels the consultation.
• Hospital Rescheduling: When Southern Lanka Hospitals reschedules the appointment and the patient cannot attend the newly assigned date or time.
• Technical Error / Duplicate Charge: When a technical or gateway error causes a duplicate booking or duplicate payment deduction.
• Service Non-Availability: When Southern Lanka Hospitals is unable to provide the booked healthcare service for any unforeseen administrative or operational reason.

2. Patient-Initiated Cancellations

• Eligible Cancellation Window: Patients are eligible for a refund if they cancel their appointment at least 24 hours prior to the scheduled appointment time.
• Late Cancellations: Cancellations made within 24 hours of the scheduled appointment time are non-refundable, as the medical slot has been reserved specifically for the patient.

3. No-Show Policy

If a patient fails to attend a scheduled appointment without prior cancellation within the permitted 24-hour window ('No-Show'):

• Doctor Fee: Only the doctor's consultation fee portion shall be eligible for refund.
• Service & Administrative Charges: All administrative, hospital service, and booking processing fees are strictly non-refundable.

4. Processing Timelines & Method

• Processing Window: All approved refunds will be processed within 5 to 10 business days following approval.
• Refund Destination: As mandated by PayHere gateway standards, the refund will be credited directly to the payment-initiated media itself (the exact credit/debit card or bank account used for payment). Please note that actual reflection on bank statements depends on the issuing card bank's processing cycle.

5. How to Request a Refund

To request a refund or resolve duplicate charges, please contact our support team with your transaction details:

Entity Name: Southern Lanka Hospitals
Support Email: app@slh.lk
Address: 144, Beliatta Road, Tangalle, Sri Lanka
Required Details: Appointment Reference Code, Patient Name, Contact Number, and Transaction Receipt.