Payments, Cancellation and Refund Policy

1. 1.1
   Scope. This Payments, Cancellation and Refund Policy (the “Refund Policy”) applies to every Package booked and every deposit or balance paid through Health-Tourism.com (the “Service”) operated by Health Tourism Inc. (“HTI”). It forms part of the Terms of Use. Capitalised words have the meanings given there.
2. 1.2
   Outside scope. Enquiries and quotes are free and create no payment obligation. Amounts you pay a Provider directly — at the facility, by bank transfer or through the Provider's own website — are governed by the Provider's terms, not this Policy; we will still help you raise a dispute with the Provider (Section 9).
3. 1.3
   The parties. Your contract for the services in a Package is with the Provider named at checkout. HTI collects your payment as the Provider's limited payment collection agent (Terms, Section 6.2), issues receipts and operates this Policy on behalf of the Provider and itself. Where this Policy says “we refund”, the refund is made by HTI from the funds it holds for the Provider, or by the Provider where the funds have already been remitted; either way you deal only with us.
4. 1.4
   Hierarchy. If a Package page states cancellation or refund terms that are more favourable to you than this Policy, the more favourable terms apply. A Provider may not impose terms less favourable than this Policy on a Booking made through the Service. Where your country's consumer law gives you better rights, those rights prevail (Section 10).

1. 2.1
   Transparent pricing. Before you pay, the checkout shows the Package price, its inclusions and exclusions, taxes included, any deposit and balance split, the currency, the Provider's name and establishment country, and this Policy. No additional HTI fee is charged to you; HTI's commission is paid by the Provider.
2. 2.2
   Deposit model. Unless the Package page says otherwise, a Booking is reserved with a deposit of 20% of the estimated total cost of the services plus related taxes, charged in U.S. dollars or euros. The Provider determines the final cost after examining you on arrival; the balance is paid to the Provider before the procedure in U.S. dollars, euros or local currency and is subject to the Provider's terms. This Policy governs the deposit and any other amount paid through the Service.
3. 2.3
   Currency and conversion. Prices are set by the Provider in its currency and may be displayed in yours at the rate shown at checkout, which is fixed for that transaction. Your card issuer may charge foreign-transaction fees we do not control. Refunds are made in the currency and to the method you paid with; exchange-rate differences between payment and refund dates are not compensated unless the law requires.
4. 2.4
   Payment methods and security. We accept the cards and local payment methods shown at checkout, processed by a payment institution certified under PCI DSS[3]. Full card numbers never touch our systems. We screen payments for fraud and sanctions compliance and may ask for verification before confirming a Booking.
5. 2.5
   Receipts and invoices. We email a receipt for every payment and refund. The invoice for the medical services is issued by the Provider in accordance with its country's tax law; ask the Provider if you need a specific format for insurance or tax purposes.
6. 2.6
   Pricing errors. If a Package was listed at an obviously incorrect price because of a technical or typographical error, we may cancel the Booking before the Provider confirms it and refund you in full; we will tell you the correct price and you may rebook.
7. 2.7
   No subscriptions. Patients are never enrolled in recurring or automatically renewing charges; each payment is a single, authorised transaction[2].

1. 3.1
   Conditional Booking. A Booking of a medical Package is conditional on the Provider's confirmation, after reviewing your records and, where required, examining you, that the treatment is clinically suitable for you (“Eligibility Confirmation”).
2. 3.2
   Full refund if not eligible. If the Provider does not give Eligibility Confirmation, or conditions it on a materially different treatment, clinician, facility, date or price from the one you booked, you may cancel and we will refund 100% of all amounts you paid through the Service, including any deposit described as non-refundable, within the period in Section 7. No cancellation fee applies.
3. 3.3
   Provider's option. Instead of cancelling you may accept the Provider's revised proposal in writing; the revised terms then become the Booking and this Policy applies to them.
4. 3.4
   Your disclosure duty. The guarantee depends on your having disclosed your medical history completely and accurately. If the Provider withdraws Eligibility Confirmation because you withheld or misstated material information, Section 4 applies as if you had cancelled, and the Provider may deduct its documented, non-recoverable costs.
5. 3.5
   Travel costs. Where you were advised to travel before Eligibility Confirmation, the Provider may offer, but is not obliged to offer, compensation for travel costs. We recommend not booking non-refundable travel until the Provider confirms eligibility in writing.

Cancel from your account dashboard or by writing to us through our payments contact form. The cancellation is effective when we confirm receipt, which we do within one business day; the refund percentage is set by the day we receive it. Cancellation schedule approved by Finance and Provider Relations.

1. 4.1
   72-hour cooling-off. Whatever the treatment date, you may cancel within 72 hours of making the reservation for a full refund with no deductions, provided the Provider has not yet provided any service to you. This continues the cancellation right in the Terms published by FGC; the schedule above adds to it rather than replacing it.
2. 4.2
   Changing dates. You may change the treatment or arrival date once without charge if you ask at least 15 days before the scheduled date and the Provider can accommodate the new date; later or further changes are at the Provider's discretion and may carry the Provider's documented costs. A change does not reset the cancellation schedule, which runs from the new date.
3. 4.3
   Documented non-recoverable costs. A Provider may deduct only costs it actually incurred for your Booking, cannot recover and documents to us with evidence (invoice or booking confirmation), capped at 10% of the Package price; staff time, lost opportunity and general overheads are never deductible.
4. 4.4
   Medical reasons and bereavement. If you cancel because of a documented illness, injury or pregnancy of yours or of a travelling companion, a medical contraindication identified by your own doctor, or the death or serious illness of a close family member, you receive a full refund less documented non-recoverable costs capped at 10%, at any time before treatment. We may ask for a medical certificate or equivalent document, which we handle as health data under the Privacy Policy.
5. 4.5
   Visa refusal. If your visa is refused despite a timely and complete application, show us the refusal notice and you receive a full refund less documented non-recoverable costs capped at 10%.
6. 4.6
   Partial use. If you cancel after treatment has started, the Provider may retain the value of services already delivered and documented costs; the remainder is refunded.

1. 5.1
   Full refund. If the Provider cancels your Booking for any reason other than your breach, fails to give Eligibility Confirmation (Section 3), or makes a material change to the treatment, clinician, facility, dates or price that you do not accept, we refund 100% of all amounts paid through the Service.
2. 5.2
   Travel costs. Where the Provider's Package terms include a travel-cost guarantee, the Provider also reimburses documented, non-refundable travel costs up to the amount stated there. Otherwise reimbursement of travel costs is at the Provider's discretion, and you may have a claim against the Provider under the law of its country. Medical-travel insurance covering Provider cancellation is strongly recommended.
3. 5.3
   Alternatives. You may accept an alternative date, clinician or Provider offered by the Provider or proposed by us instead of a refund; the alternative must be of equivalent standard and you may decline it.
4. 5.4
   Provider insolvency or delisting. If a Provider becomes insolvent, loses its licence or is removed from the Service before your treatment, we refund any funds we still hold for you in full and help you obtain the remainder from the Provider or its insurer. Funds we hold for Providers are kept with a regulated payment institution separately from our operating funds.

1. 6.1
   Force majeure. If an event beyond the reasonable control of you and the Provider — including armed conflict, civil unrest, natural disaster, epidemic or pandemic measures, border closure, official travel ban or advisory against all travel to the destination, airport closure or airline collapse — makes it impossible, unlawful or unsafe to travel for or receive the treatment, either party may cancel.
2. 6.2
   Your options. You may change the date without charge to any date within 12 months that the Provider can accommodate, or cancel and receive a full refund of amounts paid through the Service less documented non-recoverable costs capped at 10%.
3. 6.3
   Travel advisories. A government advisory against all or all-but-essential travel to the destination issued after you booked counts as a force-majeure event for this Section.

1. 7.1
   Processing. We decide on a refund request within 5 business days of receiving it with any documents needed, and tell you the amount and the reason for any deduction. Approved refunds are initiated immediately and reach the original payment method within 10 business days, subject to your bank or card issuer; where the law sets a shorter period (for example 14 days under the EU consumer-rights rules[1]), that period applies. (The Terms published by FGC allowed 90 business days.)
2. 7.2
   Method and currency. Refunds go to the payment method you used, in the currency you paid. If that method is no longer available we will ask for an alternative that we can verify belongs to you.
3. 7.3
   Deductions explained. Any deduction is itemised with the Provider's supporting document. You may challenge a deduction through the dispute process in Section 9.
4. 7.4
   Taxes and fees. Taxes included in the price are refunded in proportion. HTI's commission is never deducted from your refund; it is settled between HTI and the Provider.

1. 8.1
   Contact us first. If you believe a charge is wrong or a refund is overdue, contact us through our payments contact form. Most issues are resolved within 14 days. You always retain the right to dispute a charge with your card issuer.
2. 8.2
   Chargebacks. If you raise a chargeback without first allowing us 14 days to resolve the matter under this Policy and the chargeback is decided in our or the Provider's favour, we may recover the chargeback fee charged by the card scheme (typically US$15–25) and suspend your account until it is paid. We never contest a chargeback for an amount this Policy says you are owed.
3. 8.3
   Fraud. Payments made with a card or account you are not authorised to use are void; we cooperate with issuers and law enforcement and will refund the legitimate cardholder.

1. 9.1
   Service disputes. If services in a Package were not delivered, or differed materially from what you booked (for example a different clinician, implant, room category or missing inclusion), notify us through our payments contact form within 30 days of the treatment or departure date with details and evidence. We ask the Provider for its account, review the Booking records and communications held on the Service, and propose a resolution within 20 business days — a refund, a partial refund, re-performance or compensation offered by the Provider.
2. 9.2
   Funds we hold. Where the Provider agrees or the evidence is clear, we refund from funds we still hold for the Provider. Where funds have been remitted, the Provider Terms oblige the Provider to honour the resolution within 14 days; if it does not, we may offset against future remittances and may suspend the Provider.
3. 9.3
   Clinical complaints. Complaints about clinical care, outcomes or professional conduct are matters between you and the Provider, under its complaints procedure, its professional regulator and the law of its country. We provide the Provider's complaints contact, its regulator's details where we know them, and copies of the communications held on the Service, and we record the complaint against the Provider's listing.
4. 9.4
   Your other remedies. Nothing in this Section limits your right to pursue the Provider in the courts of its country or, where consumer law allows, your own[4], or to complain to a regulator.

1. 10.1
   Consumer law prevails. This Policy adds to, and never reduces, the rights you have under the consumer-protection law of your country of residence. Where that law gives you a right of withdrawal, a refund right, a guarantee or a remedy more favourable than this Policy, that right applies.
2. 10.2
   EU and UK distance contracts. The 14-day right of withdrawal under the EU Consumer Rights Directive[1] and the UK Consumer Contracts Regulations does not apply to healthcare services provided by health professionals, but may apply to non-medical elements of a Package and to the service of the platform; where it applies we honour it in full, without deduction, and you may withdraw by any clear statement through our payments contact form.
3. 10.3
   Australia and New Zealand. Our services come with guarantees that cannot be excluded under the Australian Consumer Law and the New Zealand Consumer Guarantees Act. For major failures you are entitled to a refund or compensation; for other failures, to have the problem fixed within a reasonable time or a refund.
4. 10.4
   Statutory interest. Where the law entitles you to interest on a late refund, we pay it.

1. 11.1
   Changes. We may update this Policy as Section 20 of the Terms describes. Changes do not apply to Bookings confirmed before the effective date unless they are more favourable to you.
2. 11.2
   Contact. Payments and refunds: our payments contact form · US +1 800 555 0199 · Health Tourism Inc., 7 Times Square, 19th Floor, New York, NY 10036, United States

We keep every published version. Ask us through our legal contact form for a copy of an earlier version or a redline between two versions.