Refund and Cancellation Policy

At TourMedX, we are committed to providing a seamless medical travel experience. However, we understand that plans can change and that planning medical travel involves significant commitment and unforeseen circumstances can arise. 

This Refund and Cancellation Policy outlines the terms for refunds and cancellations to ensure transparency for all parties. 

By booking our services, you acknowledge and agree to the terms set forth below.

1. TourMedx’s Role

It is crucial to understand that TourMedx acts solely as a medical tourism facilitator. We coordinate your logistics, accommodation, transfers, and appointments. We do not provide medical services directly. All medical procedures are performed by independent third-party hospitals, clinics, and surgeons.

 

Therefore, this policy distinguishes between:

• Administrative/Service Fees: Fees paid to us for coordination and booking services.

• Third-Party Provider Costs: Payments made for medical treatment, hospital stays, flights, or hotels.

2. Booking Deposits and Administrative Fees

To secure priority appointments with top consultants and initiate the logistical planning phase, a non-refundable Administrative Deposit may be required at the time of booking.

• This deposit covers the initial costs of our team’s time, including pre-travel consultations, coordinating with medical teams in Cairo, securing tentative dates, and itinerary planning.

• Because these services are rendered immediately upon booking, the Administrative Deposit is generally non-refundable under any circumstances, unless stated otherwise in a specific promotional package.

3. Online Consultation & Telehealth Policy

We offer remote tele-consultations to assess your condition before travel. These sessions involve booking specific time slots with high-profile consultants.

• Payment & Reservation:

• Full payment for the consultation is required in advance to confirm the appointment.

• Unpaid appointments are considered tentative and may be cancelled if payment is not received 24 hours prior to the slot.

• Cancellation & Rescheduling:

• More than 24 hours notice: You may reschedule your appointment free of charge, or request a full refund (minus bank and any processing fees).

• Less than 24 hours notice: Cancellations made within 24 hours of the scheduled time are non-refundable; you may reschedule your appointment one time free of charge, or request a full refund (minus bank and any processing fees).

• No-Show Policy:

• If you fail to join the video call within 15 minutes of the start time, the session will be marked as a "No-Show."

• No-Show fees are 100% non-refundable. This is because the doctor has reserved this specific time for you and cannot fill it with another patient on short notice.

• Technical Issues:

• Provider Failure: If the consultation cannot be completed due to technical issues on the doctor’s or on TourMedX’s end, we will offer a full refund or a priority reschedule at no extra cost.

• Client Failure: We are not responsible for technical issues on your end (e.g., poor internet connection, microphone failure). In such cases, the appointment is considered delivered, and no refund will be issued. (A reschedule may be offered at the sole discretion of the management).

• Outcome Disclaimer:

• Online consultations are for assessment purposes only. A diagnosis provided remotely is provisional. No refunds are issued if the doctor determines during the call that you are not a suitable candidate for the surgery. The fee covers the doctor's professional time and expertise, not the guarantee of a surgical booking.

4. Cancellation by the Client (Non-Medical Reasons)

If you choose to cancel your scheduled trip for personal reasons unrelated to medical eligibility (e.g., change of mind, work conflicts, financial issues), the following terms apply based on the notice period given prior to your scheduled arrival date in Egypt:

• Cancellation more than 30 days before arrival:

• Administrative Deposit: Non-refundable.

• Any additional package funds paid to TourMedx: 90% refundable (minus bank transfer fees).

• Cancellation between 10 and 30 days before arrival:

• Administrative Deposit: Non-refundable.

• Any additional package funds paid to TourMedx: 50% refundable.

• Cancellation less than 10 days before arrival or "No-Show":

• 0% refund (No refund issued – a variable refund may be offered at the sole discretion of management)

Note: The above percentages apply only to funds held by TourMedx. Funds already transferred to third-party providers (hotels, doctors, hospitals) are subject to Section 6 below.

 

5. Cancellation Due to Medical Disqualification

 

5.1. Pre-Travel Disqualification: If, after reviewing your remote medical records, the medical team determines you are not a suitable candidate for the procedure before you travel, TourMedx will refund 100% of any package funds paid (minus the non-refundable Administrative Deposit, any funds already transferred to third-party providers, and any bank transaction fees).

 

5.2. On-Site Disqualification: If you arrive in Egypt and the attending surgeon disqualifies you due to undisclosed medical history or new test results:

• The Administrative Deposit remains non-refundable.

• Costs for tests, consultations, and logistics already utilized are non-refundable.

• Any remaining funds held by TourMedx toward the surgical procedure itself will be refunded to you after deducting incurred costs.

6. Refunds from Third-Party Providers (Doctors, Hospitals and Hotels)

 

A significant portion of your payment goes to third parties (hospitals, hotels, transport).

• Medical Providers: Once funds have been transferred to the doctor, hospital, clinic, or surgeon, those funds are subject to the specific refund and cancellation policies of that medical body.

• Travel Providers: Flights, hotels, and tour operators have their own independent cancellation policies (e.g., non-refundable hotel bookings).

Our Role and Commitment: In the event of a cancellation, TourMedx will act as your advocate to request refunds from these third parties on your behalf. However, we cannot guarantee that these third parties will issue refunds. Any refunds secured from third parties may take 30–90 days to process and will be subject to their administrative fees.

 

7. Visa Denials

It is the client's responsibility to obtain the necessary travel visas for entry into Egypt.

 

If your visa application is denied:

• You must provide official proof of denial to TourMedx immediately.

• If proof is provided more than 21 days before arrival, TourMedx may, at its discretion, offer a partial credit of the Administrative Deposit toward a future booking within 12 months.

• Standard cancellation terms (Section 2) apply to all other funds.

 

8. Medical Outcomes & Satisfaction

 

Refunds are not provided based on dissatisfaction with aesthetic results or medical outcomes.

 

By utilizing our services, you acknowledge that no medical procedure has a guaranteed outcome. Any grievances regarding medical results must be addressed directly with the medical provider under Egyptian medical law. TourMedx will assist in facilitating communication in such events but bears no financial liability for medical outcomes.

 

9. Refund Processing

Refunds are processed back to the original payment method.

Please allow 14–30 business days for the funds to appear, depending on international banking regulations.

Currency & Fees: Refunds are calculated in the currency originally paid. TourMedx is not responsible for fluctuations in exchange rates or fees charged by your bank for receiving international transfers.

 

10. Unforeseeable Circumstances

TourMedx is not liable for failure to perform its obligations if such failure is as a result of an unforeseeable natural cause including fire, flood, earthquake, storm, hurricane, or other natural disaster, war, invasion, act of foreign enemies, hostilities (regardless of whether war is declared), civil war, rebellion, revolution, insurrection, military or usurped power or confiscation, terrorist activities, nationalization, government sanction, blockage, embargo, labor dispute, strike, lockout, interruption or failure of electricity or telephone service, or global health emergencies/pandemics that result in border closures preventing travel to Egypt.

 

In such events, TourMedx will make every reasonable effort to reschedule your procedure but cannot guarantee refunds for non-recoverable costs.

 

11. Amicable Dispute Resolution (ADR)

In the event of any dispute arising out of or in connection with these terms, both parties agree to first attempt to resolve the matter amicably through good-faith negotiation for a period of at least 30 days before initiating any legal proceedings. Mediation may be facilitated by a neutral third party if agreed upon.

 

12. Jurisdiction

 

This policy and all services provided by TourMedx are governed by the laws of the Arab Republic of Egypt. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts in Cairo, Egypt.