At Neyera Magic Eye Care, we believe that financial matters should be handled with the same transparency and honesty that guides our clinical care. This refund and cancellation policy is designed to be fair to our patients while ensuring that we can continue to provide reliable, high-quality eye care services. We encourage you to read this carefully before booking appointments or purchasing services, and to reach out to us directly if you have any questions.

1. General Approach

We understand that medical needs can change, circumstances arise unexpectedly, and decisions about elective procedures may evolve after initial consultation. Our team will always try to handle refund and cancellation requests with empathy and common sense. While the guidelines below represent our standard policy, we are committed to discussing individual situations honestly and reaching a fair resolution wherever possible.

2. Consultation Fees

Consultation fees are charged at the time of your appointment and cover the professional time and clinical resources used during your visit. If you need to cancel or reschedule a consultation, we ask that you inform us at least 24 hours in advance by calling 9559550957 or emailing Info@neyeramagic.com.

Consultations cancelled with less than 24 hours notice, or where a patient does not attend without prior notice, will generally not be eligible for a refund of the consultation fee, as clinical time has already been allocated. However, the fee may be adjusted towards a rescheduled appointment at the discretion of the clinic, particularly in cases of genuine emergency or illness.

3. Surgical Procedures

For elective surgical procedures such as cataract surgery, LASIK, oculoplasty, or other planned interventions, a pre-operative counselling session will have taken place and any advance payment or booking deposit will have been collected at that stage. The following guidelines apply:

• Cancellations made more than 7 days before the scheduled procedure date: A full refund of any advance amount paid is applicable, minus any non-recoverable administrative costs, which will be communicated to you at the time.
• Cancellations made between 3 and 7 days before the procedure: A partial refund may apply. The specific amount will depend on preparation costs already incurred, including pre-surgical investigations and reserved theatre or equipment time.
• Cancellations made less than 72 hours before the procedure: Refunds in these cases are at the clinic’s discretion and will take into account the circumstances and any resources that have been specifically committed to your surgery.
• Medical cancellations: If a procedure is cancelled on medical grounds — either by the patient’s own medical condition or on the clinical advice of our doctors — the situation will be handled with full understanding and a fair, individual approach to any refund.

4. Optical Store Purchases

Spectacle frames and lenses ordered and dispensed from our optical store are customised products made to your specific prescription and measurements. As such, returns or refunds are not possible once the lenses have been cut and mounted unless there is a demonstrable manufacturing defect or an error in the prescription as written by our team.

If you experience discomfort with a new pair of glasses or feel the vision is not right, we ask that you return within 7 days of collection for a review. If an error is confirmed on our part, we will remake the glasses at no additional charge. Frames that have not yet had lenses fitted may be exchanged within 7 days, subject to availability of alternatives and provided they are in undamaged, unworn condition.

5. Contact Lens Orders

Sealed, unopened contact lens boxes may be returned within 7 days of purchase if they are in their original, undamaged packaging. Once packaging has been opened, contact lenses cannot be returned or exchanged for hygiene reasons. If a fitting issue is identified during a follow-up visit that is attributable to an error in our lens prescription or recommendation, we will work to resolve this fairly.

6. Pharmacy Purchases

Medications dispensed from our in-clinic pharmacy cannot be returned or exchanged once they have left the clinic premises. This is in accordance with standard pharmacy practice and patient safety regulations. If you believe you have been dispensed an incorrect medication due to a dispensing error on our part, please contact us immediately at 9559550957 so that the matter can be investigated and resolved promptly.

7. How to Request a Refund

All refund requests should be made in person at the clinic or by contacting us directly at Info@neyeramagic.com or 9559550957. We will acknowledge your request within 2 working days and aim to resolve it within 7 working days. Approved refunds will be processed via the same payment method used for the original transaction wherever possible.

8. Our Commitment to Fairness

We are a patient-first clinic and we do not wish to profit unfairly from difficult situations. If you feel that a refund request has not been handled fairly, we encourage you to speak directly with the clinic management. Our goal is always a resolution that is honest and reasonable for all parties. For any queries related to billing, refunds, or cancellations, please reach out to us at Info@neyeramagic.com or call 9559550957. Neyera Magic Eye Care is located at Millennium Infinia, Sector 17, Khandeshwar, Navi Mumbai 410206. Open Monday to Saturday, 11 AM to 8 PM.