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Mon – Sat: 8:00 AM – 8:00 PM · Sunday closed Baner, Pune English · हिंदी · मराठी
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Refund & Cancellation Policy

Last updated: 6 October 2026

This policy explains how appointments can be rescheduled or cancelled and how refunds work for payments made to Neuromatics Advanced Robotic Rehabilitation Centre (“Neuromatics”, “we”, “us”), whether paid at the centre or online through neuromatics.in. By booking or paying for a service you agree to this policy.

1. Booking requests

  • Requesting an appointment on our website is free. A booking is confirmed only after our care team calls or messages you.
  • If we are unable to confirm the time you requested, we will offer the nearest available alternative. No charge applies to unconfirmed requests.

2. Rescheduling and cancelling a session

  • 24 hours or more before the appointment — reschedule or cancel free of charge.
  • Less than 24 hours before — we will try to reschedule you; repeated late cancellations may be charged up to 50% of the session fee, or one session may be deducted from a package.
  • No-show (not attending without informing us) — the session fee may be charged in full, or one session deducted from a package.
  • Arriving more than 15 minutes late may shorten your session so that the next patient is not delayed.
  • Medical emergencies and hospital admission are always exempt from charges — just let us know when you can.

To reschedule or cancel, call or WhatsApp +91 9101 101 102 or email info@neuromatics.in.

3. Cancellations by Neuromatics

If we need to cancel or reschedule because a therapist is unavailable, equipment is under maintenance or for reasons beyond our control, we will offer an alternative time or therapist. If none suits you, the fee for that session is refunded in full (or the session is credited back to your package).

4. Single sessions and assessments

  • Fees for sessions and assessments that have been delivered are non-refundable.
  • Prepaid sessions that you cancel with at least 24 hours’ notice are refunded in full or kept as credit for a future visit, as you prefer.

5. Treatment packages

  • Packages are valid for the period stated at purchase (for example 30, 60 or 90 days) and are for the named patient.
  • Pausing: a package can be paused once for up to 30 days for medical reasons or travel — please inform us in advance.
  • Transfer: with our approval, unused sessions may be transferred to an immediate family member.
  • Early termination: if you stop a package, unused sessions are refunded after deducting the sessions already used, charged at the regular (non-package) per-session rate, and any non-refundable components listed below.
  • Packages that have expired, or whose sessions have all been used, are not refundable.
  • If your treating specialist advises that you should stop treatment for medical reasons, unused sessions are refunded in full on a pro-rata basis.

6. Tele-rehabilitation sessions

  • The same 24-hour rescheduling rule applies.
  • If a session cannot take place or is cut short because of a technical problem on our side, it will be rescheduled free of charge or refunded.
  • If the session is missed because of connectivity issues on the patient’s side, we will try to complete it by phone or reschedule once at no charge.

7. Non-refundable items

  • Custom-made orthoses, splints and braces once measurement or fabrication has started.
  • Consumables used during treatment (for example tapes, electrodes and single-use items).
  • Medical reports, certificates and copies of records already issued.
  • Third-party charges such as payment-gateway fees on international cards, where applicable.

8. How refunds are paid

  • Request a refund by email to info@neuromatics.in with your name, phone number, invoice/receipt number and reason.
  • Approved refunds are processed within 7 working days of approval to the original payment method (UPI, card or net banking). Banks may take a further 5–7 working days to credit the amount.
  • Cash payments are refunded by bank transfer (NEFT/UPI) to the patient or payer’s account.
  • We will confirm by email or WhatsApp once your refund has been initiated.

9. Insurance claims

Refunds are made to the person who paid us. If you have already claimed reimbursement from your insurer for a session that is later refunded, you are responsible for informing your insurer. See Insurance & TPA for help with claims.

10. Duplicate or failed online payments

If your account was debited but the payment failed, or you were charged twice, the extra amount is refunded automatically, usually within 5–7 working days. If not received, please write to us with the transaction reference.

11. Disputes and contact

We aim to resolve every concern quickly and fairly. If you are unhappy with a decision, please write to us — your request will be reviewed by the centre management and answered within 7 working days.

Neuromatics Advanced Robotic Rehabilitation Centre
6th Floor, Pride Gateway, Veerbhadra Nagar, Baner, Pune, Maharashtra 411045
Phone / WhatsApp: +91 9101 101 102 · Email: info@neuromatics.in
Mon – Sat: 8:00 AM – 8:00 PM · Sunday closed

We may update this policy from time to time. The version published on this page at the time of your payment applies to that payment.