Refunds and cancellation

No payment is taken through this website, so this page is about our coordination fee only. Hospital charges, deposits and refunds are a matter between you and the hospital, on the hospital's own terms.

Before a hospital booking is confirmed

If you cancel before we have confirmed a hospital admission date on your behalf, any coordination fee already paid is refunded in full, less any third-party cost already incurred and evidenced, such as a non-refundable hotel deposit.

After a hospital booking is confirmed

Once an admission date is held and transfers and accommodation are booked, the coordination fee is non-refundable, because the work it pays for has been done. Third-party costs follow each provider's own cancellation terms.

If the surgeon declines the case

If the treating doctor reviews your case and advises against the procedure, or the hospital declines to proceed, any coordination fee you have paid is refunded in full. You should not be out of pocket for a decision that was not yours.

If a visa is refused

A visa refusal is treated as a cancellation before confirmation, provided you tell us as soon as you have the decision.

How to ask

Email the address in the footer with your case reference. We will confirm in writing what is refundable and pay it back by the same route it came, within 14 working days.