Refund Policy
Clear, transparent terms for cancellations and refunds on services paid to MedicHorizon.
This Refund Policy applies to MedicHorizon, a health hospitality consultancy based in India. By making a payment to us, you acknowledge that you have read, understood, and agree to this policy.
Overview of Our Payment Model
| Component | Paid To | Refund Handling |
|---|---|---|
| Hospital bill (treatment, surgery, hospital stay, medications) | Directly to the hospital by you | Governed solely by the hospital's own refund/cancellation policy. MedicHorizon has no role. |
| Non-medical services (flights, visa, hotel, transport, concierge, recovery resort) + our service fee | Directly to MedicHorizon | Governed by this Refund Policy (see below). |
This Refund Policy only applies to payments made directly to MedicHorizon. Hospital payments are strictly between you and the hospital.
1. When You Are Eligible for a Refund (From MedicHorizon)
A. You Cancel Before Your Scheduled Arrival
| Cancellation Notice | Refund Amount |
|---|---|
| More than 30 days before scheduled arrival | 80% refund |
| 15 to 30 days before scheduled arrival | 50% refund |
| Less than 15 days before scheduled arrival | 0% refund |
Important: If we have already booked flights, hotel rooms, or retreat stays on your behalf, those third-party costs are generally non-refundable. We will deduct those actual costs before calculating your refund. Proof of such costs will be provided upon request.
B. We Are Unable to Provide the Agreed Services
If MedicHorizon cancels your booking for any reason within our control, you will receive a full refund of all amounts paid to us.
C. Visa Rejection (for International Clients)
If your medical visa is rejected by Indian authorities before your departure and you provide official proof of rejection, we will refund 70% of the amount paid to MedicHorizon, after deducting any non-refundable third-party costs already incurred.
D. Medical Ineligibility Discovered Before Travel
If a partner hospital determines you are not medically fit for the planned procedure and you provide a written certificate from that hospital, we will refund 90% of the amount paid to MedicHorizon, after deducting non-refundable third-party costs.
2. When Refunds Are Generally Not Provided
Refunds are generally not provided for: change of mind without a valid medical or visa reason; disagreement with the hospital or switching to a different hospital after confirmation; dissatisfaction with medical outcome; failing to arrive on the scheduled date without prior written notice; leaving early; or non-cooperation (failure to provide required documents in time).
3. Consultation Fees (if applicable)
Some partner hospitals may charge a separate consultation or second-opinion fee for reviewing your medical reports. Such fees are generally non-refundable once the consultation has been scheduled or conducted. We will inform you in advance if a consultation fee applies.
4. Hospital Bill Refunds (Important Clarification)
Since you pay the hospital directly, any refund or adjustment to the hospital bill is solely between you and the hospital. MedicHorizon has no involvement, control, or liability regarding hospital refunds. We strongly recommend that you review the hospital's cancellation and refund policy before making any payment to the hospital, and obtain their refund terms in writing. We can assist you in communicating with the hospital, but we cannot compel any hospital to issue a refund.
5. Currency Fluctuations & Bank Charges
All payments to MedicHorizon are quoted and processed in Indian Rupees (INR) or US Dollars (USD) as specified in your quote. Refund amounts may vary due to foreign exchange fluctuations and bank or payment gateway charges. We will refund only the amount we actually received, after deducting any applicable third-party or bank fees.
6. How to Request a Refund
To request a refund from MedicHorizon:
- Send an email to contactmedichorizon@gmail.com with the subject line: "Refund Request – [Your Name] – [Booking ID if available]".
- Include your full name, contact information, date of scheduled arrival, and reason for cancellation.
- Attach any supporting documents (e.g., visa rejection letter, hospital medical ineligibility certificate).
We will acknowledge your request within 3 business days and process eligible refunds within 15 business days from the date of approval. Refunds will be issued using the same payment method you used. Depending on your bank or payment provider, it may take an additional 3–7 days to appear in your account.
7. Non-Refundable Third-Party Costs – Examples
The following costs are typically non-refundable once incurred: flight booking cancellation fees; hotel or retreat deposits (as per their individual policies); visa processing fees; travel insurance premiums; and consultation fees paid to hospitals. We will always inform you in writing before incurring any significant non-refundable cost on your behalf.
8. Case-by-Case Discretion for Exceptional Circumstances
In exceptional humanitarian or medical circumstances (such as sudden serious illness of the client or an immediate family member, natural disaster affecting travel, or other genuinely unforeseen emergencies), refunds may be considered at our sole discretion beyond the standard terms above. Any such discretionary refund will be documented in writing and may require supporting evidence.
9. Chargebacks & Fraudulent Disputes
If you initiate a chargeback or payment dispute with your bank after services have been delivered, we reserve the right to contest the chargeback with evidence of service delivery and to pursue legal recovery action under applicable Indian law for any amounts wrongfully disputed. Genuine refund requests must follow the process in Section 6.
10. Force Majeure
We are not liable for delays or cancellations due to events beyond our reasonable control, including natural disasters, pandemics, government lockdowns, war, civil unrest, terrorism, strikes, or changes in Indian visa regulations. In such events, we will work with you to reschedule where possible. If rescheduling is not possible, we will refund all amounts paid to MedicHorizon after deducting any non-recoverable third-party costs.
11. Amendments & Cancellations by MedicHorizon
On rare occasions, we may need to cancel or modify your booking (e.g., a partner hospital closes its international patient department, or a key specialist becomes unavailable). If this happens, we will notify you immediately and offer either a full refund of all amounts paid to MedicHorizon, or an alternative arrangement of equivalent or better standard at no additional cost. You will not be penalised for any cancellation initiated by us.
12. No Cooling-Off Period
Given the nature of our services (bespoke medical travel arrangements that often require immediate third-party bookings), there is no statutory cooling-off period under Indian consumer law for customised travel and consultancy services. Once you confirm your booking in writing and we begin incurring costs on your behalf, cancellation charges as per Section 1 will apply.
13. Governing Law & Disputes
This Refund Policy shall be governed by the laws of India. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts in [Your City], subject to any mediation or arbitration provisions in our Terms & Conditions.
14. Changes to This Refund Policy
We reserve the right to update this Refund Policy at any time. Any changes will be posted on this page with an updated date. Changes will not affect bookings already confirmed prior to the change, unless required by law.
15. Contact Us
📧 Refund requests: contactmedichorizon@gmail.com
📧 General enquiries: contactmedichorizon@gmail.com
📍 Registered Address: New Town, Kolkata, India
📞 Phone: +91 84788 07972