1. Terms & Conditions
1.1 Introduction
Welcome to the official website of BGM Hospital, Madurai ("BGM Hospital," "we," "us," or "our"). By accessing this website, booking an appointment, availing any medical, diagnostic, pharmacy, or ancillary service, or otherwise using our online platforms, you ("patient," "user," or "you") agree to be bound by these Terms & Conditions. If you do not agree with any part of these terms, please discontinue use of the website and services immediately.
1.2 Scope of Services
BGM Hospital provides outpatient consultations, inpatient care, diagnostic and laboratory services, surgical procedures, pharmacy services, ambulance services, and allied healthcare services either directly or through our website/app for appointment booking, report access, and billing. Availability of specific departments, doctors, or services is subject to change without prior notice.
1.3 Eligibility
Use of our online services requires that you are at least 18 years of age, or that a parent/legal guardian is booking and managing services on behalf of a minor or dependent patient.
1.4 Account Registration & Accuracy of Information
When registering on our website/patient portal, you agree to provide accurate, current, and complete information, including identity proof, contact details, and medical history where requested. You are responsible for maintaining the confidentiality of your login credentials and for all activity conducted under your account. Providing false medical or personal information may affect diagnosis, treatment, and billing accuracy, and BGM Hospital shall not be liable for consequences arising from inaccurate information supplied by the patient.
1.5 Appointment Booking
Appointments booked online (via website, app, phone, or third-party aggregator) are subject to doctor availability and hospital scheduling. BGM Hospital reserves the right to reschedule appointments due to medical emergencies, doctor unavailability, or unforeseen circumstances, and will make reasonable efforts to notify the patient in advance.
1.6 Medical Disclaimer
Content on this website (including blogs, health tips, doctor profiles, and department information) is provided for general informational purposes only and does not constitute medical advice. It is not a substitute for professional diagnosis or treatment. Always consult a qualified physician at BGM Hospital or elsewhere before making healthcare decisions.
1.7 Patient Responsibilities
Patients are expected to:
● Disclose complete and accurate medical history, allergies, and current medications.
● Follow prescribed treatment plans, medication schedules, and follow-up instructions.
● Treat hospital staff, doctors, and fellow patients with courtesy and respect.
● Comply with hospital rules regarding visiting hours, attendants, and safety protocols.
1.8 Intellectual Property
All content on this website — including text, logos, images, graphics, department information, and design — is the property of BGM Hospital and is protected under applicable intellectual property laws. No content may be copied, reproduced, or distributed without prior written consent.
1.9 Limitation of Liability
While BGM Hospital strives to maintain the highest standards of medical care, outcomes of medical treatment cannot be guaranteed, as they depend on numerous biological and clinical factors. BGM Hospital, its doctors, and staff shall not be held liable for outcomes arising from factors beyond reasonable medical control, patient non-disclosure of relevant history, or non-compliance with medical advice. Nothing in this clause limits liability that cannot be excluded under applicable law.
1.10 Third-Party Links and Services
Our website may contain links to third-party services (insurance providers, payment gateways, diagnostic partners, or pharmacy delivery partners). BGM Hospital is not responsible for the content, policies, or practices of these third parties.
1.11 Governing Law and Jurisdiction
These Terms & Conditions are governed by the laws of India. Any disputes arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts in Madurai, Tamil Nadu.
1.12 Amendments
BGM Hospital reserves the right to modify these Terms & Conditions at any time. Continued use of the website following any changes constitutes acceptance of the revised terms.
1.13 Contact Us
For questions regarding these Terms & Conditions, please contact us at: BGM Hospital 1/249, New Natham Road, Iyer Bungalow, Madurai - 625017, Tamil Nadu. Phone: +91 452 - 4268211 | Emergency: 0452 4268211, +91 90470 75271 / +91 90470 48271 Email: [email protected]
2. Privacy Policy
2.1 Our Commitment
BGM Hospital is committed to protecting the privacy and confidentiality of patient information in accordance with applicable Indian laws, including the Information Technology Act, 2000, the Digital Personal Data Protection Act, 2023, and recognized medical ethics and confidentiality standards. 2.2 Information We Collect We may collect the following categories of information:
● Personal identification information: Name, age, gender, address, phone number, email ID, government ID proof.
● Medical information: Symptoms, diagnosis, treatment history, prescriptions, lab/diagnostic reports, allergies, and family medical history.
● Payment information: Billing details, insurance information, and transaction records (processed securely; card details are not stored by us directly — see Payment Policy).
● Technical information: IP address, browser type, device information, and cookies collected when you visit our website.
2.3 How We Use Your Information
Patient information is used to:
● Provide accurate diagnosis, treatment, and continuity of care.
● Schedule and manage appointments.
● Process billing, insurance claims, and payments.
● Send appointment reminders, reports, and health-related communication (with consent).
● Improve hospital services, website functionality, and patient experience.
● Comply with statutory and regulatory reporting requirements.
2.4 Confidentiality of Medical Records
Patient medical records are strictly confidential and are accessed only by authorized treating doctors, nursing staff, and administrative personnel on a need-to-know basis. Medical information will not be disclosed to third parties without patient consent, except:
● Where required by law or court order.
● For medical referrals with patient consent.
● For insurance claim processing, with patient authorization.
● In medical emergencies, to protect the life or safety of the patient.
2.5 Data Security
We employ administrative, technical, and physical safeguards — including restricted access controls, encrypted digital records, and secure servers — to protect patient data against unauthorized access, alteration, disclosure, or destruction.
2.6 Cookies Our website may use cookies to enhance user experience, remember preferences, and analyze website traffic. You may disable cookies through your browser settings, though this may affect certain website functionalities.
2.7 Data Retention Medical records are retained in accordance with applicable statutory requirements and prevailing medical council guidelines. Other personal data is retained only as long as necessary to fulfil the purposes outlined in this policy or as required by law.
2.8 Patient Rights
Subject to applicable law, patients have the right to:
● Request access to their own medical records and personal data.
● Request correction of inaccurate personal information.
● Withdraw consent for marketing/promotional communication at any time.
● Raise grievances regarding the handling of their data.
2.9 Children's Privacy
Where services are availed on behalf of a minor, the parent/legal guardian consents to this Privacy Policy on the minor's behalf.
2.10 Changes to This Policy
This Privacy Policy may be updated periodically to reflect changes in legal requirements or hospital practices. The revised policy will be posted on this page with an updated effective date.
2.11 Grievance Officer / Contact
For privacy-related concerns or to exercise your data rights, please contact: Grievance/Privacy Officer, BGM Hospital 1/249, New Natham Road, Iyer Bungalow, Madurai - 625017, Tamil Nadu. Phone: +91 452 - 4268211 | Email: [email protected]
3. Payment Policy
3.1 Accepted Modes of Payment
BGM Hospital accepts payment via cash, debit/credit cards, UPI, net banking, and approved third-party payment gateways for consultations, diagnostics, procedures, room charges, and pharmacy bills. Payment gateway transactions are processed through PCI-DSS compliant, secure third-party providers; BGM Hospital does not store your full card details on its servers.
3.2 Advance Payments / Deposits
For planned admissions, surgeries, or specific high-value procedures, an advance deposit may be required at the time of admission. This deposit will be adjusted against the final bill, and any balance amount (excess or shortfall) will be settled at the time of discharge.
3.3 Billing
Itemized bills covering consultation fees, room rent, nursing charges, diagnostic tests, medicines, surgical/procedure charges, and consumables will be provided at discharge or upon request. Patients/attendants are encouraged to review bills carefully and raise queries with the billing desk before settlement. 3.4 Insurance and Cashless Claims
● Patients availing cashless treatment under a health insurance policy or TPA (Third Party Administrator) tie-up must submit valid insurance/ID documents and pre-authorization approval prior to or at the time of admission, subject to insurer/TPA approval timelines.
● BGM Hospital facilitates the cashless process but is not responsible for claim rejections, delays, or partial approvals by the insurer/TPA. In such cases, the patient/attendant will be liable to settle the balance amount directly with the hospital.
● For reimbursement claims, patients must independently coordinate with their insurer using hospital-provided bills and documents.
3.5 Corporate/Government Scheme Billing
Patients covered under corporate tie-ups, government health schemes, or panel arrangements must present valid authorization/ID at the time of registration. Billing will be processed as per the applicable scheme's tariff and terms.
3.6 Payment Timelines
Outpatient charges are payable at the time of consultation/service. Inpatient bills are payable at the time of discharge, unless alternate arrangements (such as approved cashless insurance) have been made in advance.
3.7 Failed / Disputed Transactions
In case of a failed online transaction where the amount has been debited from your account, please retain the transaction reference number and contact our billing helpdesk for reconciliation. Refunds for failed/duplicate transactions will be processed as per our Cancellation & Refund Policy.
3.8 Taxes
All fees are subject to applicable taxes (such as GST, where applicable) as per prevailing government regulations.
3.9 Contact for Billing Queries
Billing Department, BGM Hospital 1/249, New Natham Road, Iyer Bungalow, Madurai - 625017, Tamil Nadu. Phone: +91 452 - 4268211 | Email: [email protected]
4. Cancellation & Refund Policy
4.1 Appointment Cancellations
● Patients may cancel or reschedule an online/OPD appointment free of charge up to [X hours] before the scheduled time, via the website, app, or by calling the hospital.
● Cancellations made after this window, or "no-shows," may not be eligible for a refund of any advance consultation fee paid, at the hospital's discretion.
4.2 Hospital-Initiated Cancellations
If BGM Hospital cancels or reschedules an appointment due to doctor unavailability, emergency, or unforeseen circumstances, the patient will be offered an alternate slot or a full refund of any advance fee paid for that specific appointment.
4.3 Diagnostic Test / Package Cancellations
● Diagnostic tests or health check-up packages booked in advance may be cancelled up to [X hours] prior to the scheduled sample collection/test time for a full refund.
● Once a sample has been collected or a test has commenced, the booking is non-cancellable and non-refundable, as costs are already incurred in processing.
4.4 Surgery / Procedure Cancellations
● Advance deposits paid for a scheduled surgery/procedure are refundable if the cancellation is made within the notice period communicated at the time of booking.
● If cancellation occurs after pre-operative investigations, anaesthesia consultation, or preparation has commenced, applicable charges already incurred will be deducted from the refundable deposit.
● In case the hospital/doctor is unable to perform the scheduled procedure for any reason, the full deposit will be refunded or adjusted, as preferred by the patient.
4.5 Pharmacy Returns
● Medicines, once sold, are generally non-returnable and non-refundable, except where the item is found to be defective, damaged, expired, or incorrectly dispensed compared to the prescription — in which case it must be reported within [X days] of purchase with the original bill for exchange/refund.
● Return/refund of medicines is also subject to applicable drug control regulations governing the sale of pharmaceuticals.
4.6 Refund Process and Timelines
● Approved refunds will be processed to the original mode of payment (or via bank transfer/cheque where original mode is not feasible) within [X–X business days] of approval.
● Refunds for card/UPI/net-banking payments may take additional time to reflect depending on the patient's bank or payment provider.
4.7 Non-Refundable Charges
Registration fees, service/convenience fees charged by third-party booking platforms, and charges for services already rendered (consultation completed, tests processed, medicines dispensed) are generally non-refundable.
4.8 How to Request a Cancellation/Refund
Requests can be raised by contacting our patient helpdesk with the appointment/invoice reference number: Patient Helpdesk, BGM Hospital 1/249, New Natham Road, Iyer Bungalow, Madurai - 625017, Tamil Nadu. Phone: +91 452 - 4268211 | Email: [email protected]
5. Shipping Policy
(Applicable to pharmacy/medicine home delivery, diagnostic sample pickup, and/or medical reports and records dispatched by BGM Hospital)
5.1 Applicability
This Shipping Policy applies to:
● Home delivery of pharmacy items (medicines, consumables, medical devices) ordered through BGM Hospital's website/app or pharmacy counter.
● Home sample collection for diagnostic/lab tests.
● Dispatch of physical copies of medical reports, records, or documents requested by patients.
5.2 Serviceable Areas
Delivery and home sample collection services are currently available within Madurai city and select surrounding areas, as determined by BGM Hospital from time to time. Serviceability for a specific address can be confirmed at the time of booking.
5.3 Order Processing Time
● Pharmacy orders: Processed within [X hours] of order confirmation and prescription verification (where a prescription is legally required for the medicine ordered).
● Home sample collection: Scheduled within the time slot selected at booking, subject to phlebotomist/technician availability.
● Report dispatch: Physical reports/records are dispatched within [X business days] of the request being processed and applicable charges (if any) being paid.
5.4 Delivery Timelines
Estimated delivery timelines are [X hours/days] from dispatch, depending on the delivery address and courier/logistics partner. Timelines may be affected by factors beyond our control, including weather, courier delays, or regulatory requirements (e.g., additional verification for prescription medicines).
5.5 Delivery Charges
Delivery/home-collection charges, if any, will be clearly communicated at the time of booking/checkout. BGM Hospital may waive charges for orders above a specified value or for specific patient categories, at its discretion.
5.6 Prescription Verification
For prescription medicines, a valid prescription from a registered medical practitioner must be uploaded or presented at the time of order/delivery, in compliance with the Drugs and Cosmetics Act and related regulations. Orders lacking valid prescriptions for such items may be cancelled or partially fulfilled.
5.7 Packaging
Medicines are dispatched in tamper-evident, appropriately sealed packaging. Temperature-sensitive medicines are shipped using cold-chain packaging where required. Diagnostic samples are collected and transported as per standard biomedical safety protocols.
5.8 Delivery Attempts and Failed Deliveries
Our delivery partner will make [X] attempts to deliver the order to the address provided. If delivery cannot be completed due to an incorrect address, unavailability of the recipient, or refusal to accept the order, the order may be returned, and applicable delivery charges may not be refunded.
5.9 Damaged or Incorrect Items
If you receive a damaged, expired, or incorrect item, please contact our pharmacy helpdesk within [X hours] of delivery, along with photographs and the invoice, to initiate a replacement or refund as per our Cancellation & Refund Policy.
5.10 Order Tracking
Order/delivery status can be tracked via the website/app order history section, or by contacting our helpdesk with your order reference number.
5.11 Contact for Delivery Queries
Pharmacy / Logistics Helpdesk, BGM Hospital 1/249, New Natham Road, Iyer Bungalow, Madurai - 625017, Tamil Nadu. Phone: +91 452 - 4268211 | Email: [email protected]
Notes for Implementation (remove before publishing)
● Replace all bracketed placeholders ([X hours], [Address], etc.) with your hospital's actual operational details.
● Have these reviewed by legal counsel familiar with Tamil Nadu's Clinical Establishments Act requirements, the Consumer Protection Act, and applicable data protection law before publishing.
● If BGM Hospital does not offer pharmacy delivery or home sample collection, the Shipping Policy section can be simplified to cover only report/record dispatch, or removed/relabeled accordingly.
6. Disclaimer
6.1 General Information
The information published on the BGM Hospital website, mobile application, patient portal, social media pages, brochures, blogs, health articles, doctor profiles, and other digital platforms is provided solely for general informational and educational purposes. The content is intended to promote health awareness and should not be considered a substitute for professional medical advice, diagnosis, or treatment.
6.2 No Medical Advice
The information available on this website does not constitute medical advice or establish a doctor-patient relationship. Patients should always consult a qualified healthcare professional for diagnosis, treatment, medication, and other medical decisions. Never disregard professional medical advice or delay seeking treatment based on information obtained from this website.
6.3 Emergency Medical Situations
This website is not intended for medical emergencies. If you are experiencing a medical emergency, immediately contact your nearest emergency medical services or visit the Emergency Department of BGM Hospital without delay.
6.4 Accuracy of Information
BGM Hospital makes every reasonable effort to ensure that the information provided on this website is accurate, complete, and up to date. However, medical knowledge, treatment protocols, healthcare regulations, and service availability may change over time. BGM Hospital does not guarantee the completeness, reliability, or accuracy of the information published and reserves the right to modify, update, or remove content without prior notice.
6.5 Doctor Profiles and Services
Information relating to doctors, departments, consultation timings, available services, qualifications, specialties, and facilities is provided for informational purposes only. Availability of doctors and healthcare services may change due to leave, emergencies, operational requirements, or other circumstances.
6.6 Patient Responsibility
Patients are responsible for providing accurate medical history, personal information, allergies, medications, and other relevant health information during consultation or treatment. BGM Hospital shall not be responsible for any consequences arising from inaccurate, incomplete, or misleading information provided by the patient or attendant.
6.7 Third-Party Services
The website may contain links or integrations with third-party services, including payment gateways, insurance providers, pharmacies, laboratories, courier partners, telemedicine platforms, and other external websites. BGM Hospital does not control or endorse the content, products, services, privacy practices, or policies of such third parties and shall not be liable for any issues arising from their use.
6.8 Limitation of Liability
While BGM Hospital is committed to providing high-quality healthcare services and maintaining accurate website information, the hospital, its management, doctors, employees, consultants, and affiliates shall not be liable for any direct, indirect, incidental, consequential, or special damages arising from:
Nothing contained in this Disclaimer excludes any liability that cannot be excluded under applicable laws of India.
6.9 Intellectual Property
All content available on this website, including text, logos, graphics, icons, images, videos, software, layouts, trademarks, and other materials, is the exclusive property of BGM Hospital or its licensors and is protected under applicable intellectual property laws. Unauthorized copying, reproduction, modification, distribution, or commercial use of any content is strictly prohibited without prior written permission from BGM Hospital.
6.10 Changes to this Disclaimer
BGM Hospital reserves the right to modify, update, or replace this Disclaimer at any time without prior notice. Continued use of the website after any modifications constitutes acceptance of the revised Disclaimer.
6.11 Contact Information
For any questions, concerns, or clarification regarding this Disclaimer, please contact:
BGM Hospital
1/249, New Natham Road, Iyer Bungalow, Madurai – 625017, Tamil Nadu, India.
Phone: +91 452-4268211
Emergency: +91 90470 75271 / +91 90470 48271
Email: [email protected]