Cancellation & Refund Policy

Requesting a treatment plan and specialist opinion through our website is free. Where a paid video consultation with a specialist is booked:

• Cancel or reschedule more than 24 hours before the consultation: full refund, or free rescheduling.
• Cancel within 24 hours of the consultation: the fee is not refundable, but one free reschedule is offered.
• If the specialist cancels or fails to attend: full refund or priority rebooking, your choice.

Some hospitals require an advance deposit to confirm surgery dates. Deposits are held against your final hospital bill and refunded according to the windows below if you cancel:

• Cancellation 14 days or more before the scheduled admission date: 100% of the deposit refunded.
• Cancellation 7–13 days before admission: 75% refunded.
• Cancellation less than 7 days before admission: 50% refunded, reflecting costs the hospital has already committed.
• Cancellation for documented medical reasons (you are declared unfit for travel or treatment): 100% refunded regardless of notice period.
• If the hospital or Foreign Health Lab cancels or cannot deliver the confirmed treatment: 100% refunded.

Flights, hotels and visa fees are provided by third parties under their own cancellation terms, which we share with you in writing before you pay. Where a third party offers a refund, we pass it to you in full — we never retain third-party refunds. Government visa fees are non-refundable once an application is submitted.

In most cases you can reschedule treatment instead of cancelling, at no charge, if you notify us at least 7 days before admission. Medical journeys are rarely cancelled because a patient no longer wants treatment — dates move, and we plan for that. Your care manager will always offer rescheduling options before processing any cancellation.

Approved refunds are returned to the original payment method. We initiate refunds within 3 working days of approval; banks and card networks then typically take 5–10 working days to credit your account. International bank transfers can take up to 14 working days depending on the receiving bank.

You receive written confirmation when the refund is initiated, including a reference you can quote to your bank. If a refund has not arrived within the stated timeline, contact your care manager and we will trace it with the payment provider.

Message your care manager on WhatsApp, or email foreignhealthlab@gmail.com, quoting your booking reference. We acknowledge every cancellation request within 24 hours and confirm the applicable refund in writing before processing it — so there are no surprises in either direction.