Terms & Conditions

Acceptance of Terms

By accessing our website, using any of our healthcare services, submitting an appointment request, or engaging with any of our digital platforms, you affirm that you have read, understood, and agree to be bound by these Terms and Conditions in their entirety.

If you do not agree with any part of these Terms, you must immediately discontinue your use of our services. These Terms apply to all visitors, patients, and users of Sentara Hospital's services and platforms.

If you are using our services on behalf of a minor (patient under 18), you represent that you are the legal parent or guardian and that you accept these Terms on behalf of that minor. You are responsible for ensuring the minor's compliance with these Terms.

These Terms should be read in conjunction with our Privacy Policy, which is incorporated by reference into these Terms.

Use of Services

Sentara Hospital provides comprehensive medical and healthcare services including but not limited to consultations, diagnostics, surgical procedures, emergency care, rehabilitation, and preventive health programs. Use of our services is subject to the following conditions:

Permitted Uses:

• Seeking medical consultation, diagnosis, treatment, and follow-up care for legitimate health concerns.
• Using our website and digital platforms to access information, book appointments, or contact our team.
• Accessing your personal health records and medical reports through authorized patient portals.
• Participating in our wellness programs, health screenings, and educational activities.

Prohibited Uses:

• Misrepresenting your identity, health history, insurance information, or any other material facts.
• Attempting to obtain prescription medications without a valid clinical consultation and prescription.
• Using our digital platforms to transmit harmful, malicious, or illegal content.
• Interfering with or disrupting the security or integrity of our digital systems or networks.
• Using our services for any purpose that is unlawful or prohibited by applicable Indian laws.
• Sharing login credentials or patient portal access with unauthorized individuals.

Appointment & Booking Policy

Our appointment booking system is designed to efficiently match patients with the most appropriate healthcare professionals. The following conditions apply to all appointments:

• Booking Confirmation: Appointments are confirmed only upon receipt of a confirmation message via SMS, email, or WhatsApp from our booking team. Submitting a request does not guarantee an appointment slot.
• Accurate Information: You must provide accurate, complete, and truthful information when booking an appointment. Providing false information may result in inappropriate care and potential legal liability.
• Timely Arrival: Please arrive at least 15 minutes before your scheduled appointment to complete registration and administrative procedures. Late arrivals may result in rescheduling at the hospital's discretion.
• Required Documents: Bring all relevant medical records, reports, insurance documents, and valid photo identification to your appointment.
• Specialist Availability: Sentara Hospital reserves the right to reschedule or reassign appointments if the designated specialist is unavailable due to emergency, illness, or unforeseen circumstances. We will provide maximum possible advance notice.
• Emergency Priority: Emergency cases always take precedence. This may occasionally cause delays for scheduled consultations.

Payment Terms & Billing

All fees for medical services, consultations, diagnostics, and procedures are payable in accordance with our standard billing policies:

• Fee Transparency: Our billing department will provide you with an estimated cost for planned procedures or treatments prior to commencement. Actual costs may vary based on additional clinical requirements that emerge during treatment.
• Payment Timing: Consultation fees are generally payable at the time of the appointment. Inpatient deposits are required upon admission. Final billing is presented upon discharge or procedure completion.
• Accepted Payment Methods: We accept cash (Indian Rupees), all major credit and debit cards, UPI payments (Google Pay, PhonePe, Paytm), net banking, and approved medical EMIs.
• Insurance: We work with all major health insurance providers. Please present your insurance card and policy documents upon admission or before scheduled procedures. Pre-authorization, where required by your insurer, is the patient's responsibility to arrange.
• Disputes: Any billing disputes must be raised within 30 days of receiving your final bill. Contact our billing department at info@sentarahospital.shop or call +91 99929 00127.
• Waiver Programs: We offer financial assistance programs for patients facing economic hardship. Please contact our Patient Services department for information on eligibility and application.

Medical Disclaimer

While Sentara Hospital employs highly trained and experienced medical professionals, and while we maintain the highest standards of care, patients should be aware of the following:

• No Guarantee of Outcomes: Medical science has inherent uncertainties. We cannot guarantee specific outcomes for any treatment, procedure, or medical intervention, regardless of the care and expertise applied.
• Informed Consent: Before any significant procedure, surgery, or treatment, you will be asked to provide written informed consent. This process involves explaining the procedure, risks, benefits, and alternatives in terms you can understand. Consent may be withdrawn before a procedure commences.
• Second Opinions: We fully support and respect your right to seek a second medical opinion before proceeding with any recommended treatment or procedure.
• Information Accuracy: While we strive for accuracy, medical information on our website may not be current or applicable to all individual situations. Always consult a specialist for your specific condition.
• Emergency Situations: In life-threatening emergencies, our medical team may proceed with necessary treatments before obtaining formal consent to preserve life, in accordance with applicable medical ethics guidelines and Indian law.

Notification & Communication Consent

By accepting communications consent, you specifically agree that:

• You authorize Sentara Hospital to contact your registered mobile number and email address via any or all of the channels mentioned above.
• You understand that standard messaging rates from your telecom carrier may apply to SMS communications.
• You agree that clicking "I Agree" on our consent checkbox constitutes your valid, legally binding consent to receive such communications.
• Your consent is valid until you explicitly withdraw it in writing or through our opt-out mechanisms.
• Withdrawing consent will not affect the lawfulness of processing carried out before withdrawal.

Intellectual Property

All content on the Sentara Hospital website, including but not limited to text, graphics, logos, images, audio clips, digital downloads, and data compilations, is the property of Sentara Hospital or its content suppliers and is protected by Indian and international copyright, trademark, and intellectual property laws.

• The Sentara Hospital name, logo, and taglines are registered trademarks. Unauthorized use is strictly prohibited.
• You may view, download, and print materials from our website solely for personal, non-commercial use and informational purposes.
• You may not reproduce, distribute, modify, transmit, publish, license, or create derivative works from any content without our prior written permission.
• Medical reports and health information generated during your treatment at Sentara Hospital remain confidential and may not be published, shared publicly, or used for commercial purposes without explicit written consent.

Limitation of Liability

To the maximum extent permitted by applicable Indian law, Sentara Hospital's liability in connection with any claim arising out of or related to our services shall be subject to the following limitations:

• Our liability for any single incident shall not exceed the total fees paid by you to Sentara Hospital for the specific services that give rise to the claim.
• We shall not be liable for indirect, incidental, special, consequential, or punitive damages, including loss of income or profits.
• We are not liable for delays or failures in performance resulting from circumstances beyond our reasonable control, including natural disasters, pandemics, government directives, or power failures.
• These limitations do not apply to claims arising from medical negligence, which are governed by the Consumer Protection Act, 2019 and the Indian Medical Council Act as applicable.

Patient Responsibilities

Effective medical care is a partnership. As our patient, you have the following responsibilities:

• Accurate History: Provide complete, accurate, and honest information about your medical history, current medications, allergies, and symptoms to your treating physicians.
• Compliance: Follow the prescribed treatment plans, medication schedules, and follow-up visit requirements as advised by your healthcare team.
• Communication: Inform your treating physician if your condition changes, if you experience unexpected side effects, or if you decide not to follow the prescribed treatment.
• Respectful Conduct: Treat all hospital staff, physicians, nurses, and other patients with dignity and respect. Any form of verbal abuse, physical aggression, or discriminatory behavior will result in termination of non-emergency services.
• Appointment Commitments: Attend scheduled appointments and provide adequate notice (minimum 24 hours) for cancellations or rescheduling where possible.
• Financial Obligations: Meet your financial obligations for services rendered, including any applicable insurance co-payments, deductibles, or non-covered service fees.

Cancellation & Refund Policy

Outpatient Appointments:

• Cancellations made more than 24 hours before the appointment: Full refund of any pre-paid consultation fee.
• Cancellations made within 24 hours: 50% of the consultation fee may be retained as a late cancellation charge.
• No-shows without prior notice: No refund will be issued for pre-paid consultation fees.

Planned Procedures & Surgeries:

• Cancellations made more than 72 hours before the scheduled procedure: Full refund of deposits minus administrative costs.
• Cancellations made within 72 hours: A cancellation fee of up to 25% of the estimated procedure cost may apply.
• Sentara Hospital-initiated cancellations due to clinical necessity: Full refund without penalty.

All refunds will be processed to the original payment method within 7–14 working days. To request a cancellation or discuss refund eligibility, please contact us at info@sentarahospital.shop or call +91 99929 00127.

Governing Law & Dispute Resolution

These Terms and Conditions shall be governed by and construed in accordance with the laws of India, including applicable provisions of:

• The Indian Contract Act, 1872
• The Consumer Protection Act, 2019
• The Information Technology Act, 2000 and its amendments
• The Personal Data Protection provisions under applicable regulations
• The Indian Medical Council Act and applicable state medical regulations

Any disputes arising out of or in connection with these Terms or our services shall be subject to the exclusive jurisdiction of the courts in Kolkata, West Bengal, India.

Before pursuing formal legal remedies, we encourage patients to first contact our Patient Relations Department, as most concerns can be resolved through direct communication and good-faith dialogue.

Amendments to Terms

Sentara Hospital reserves the right to modify, update, or replace these Terms and Conditions at any time. We will provide notice of material changes through:

• A prominent notice on our website homepage for 30 days following any significant change.
• Email notification to registered patients for changes affecting their rights or obligations.
• SMS notification for urgent changes to critical policies.

Your continued use of our services after the effective date of any revised Terms constitutes your acceptance of those changes. We recommend reviewing these Terms periodically to stay informed of any updates.

Contact Us

If you have any questions, concerns, or require clarification regarding these Terms and Conditions, please contact us through any of the following channels: