AND CHANGES POLICY
CANCELLATION, REFUNDS AND CHANGES POLICY
This Cancellation, Refund & Changes Policy forms part of the Meditrav Client Service Agreement. If you do need to cancel or postpone your trip, the following terms will apply. The definitions set out in the Client Service Agreement are referred to in this Cancellation, Refund & Changes Policy.
Also, in this policy:
The words “Meditrav”, “we” and “us” and “our” refer to Meditrav Medical Travel; and
The words “you” and “client” refer to the Client who has agreed to the Client Service Agreement to which this Policy is annexed.
Case Management Fee
Meditrav’s Case Management Fee which is payable upon booking and signing the Meditrav Client Service Agreement, is strictly non-refundable. Therefore, if you cancel your Trip, you will not be entitled to a refund of the Case Management Fee. We will require copies of your travel insurance and medical insurance policies to finalise your booking arrangements. Meditrav is able to facilitate this insurance on your behalf with one of our preferred insurers.
Surgery & Medical Costs
As listed in the Payment Schedule, you are required to pay for Procedure Costs before you arrive at the clinic. Therefore, if you do wish to cancel or postpone your trip or otherwise not go ahead with any procedure booked under the Client Service Agreement and you have not yet paid the relevant provider or Meditrav for that Procedure, you will be able to cancel that Procedure without penalty or being required to pay a cancellation fee, subject always to any updated cancellation policy of the Provider. If you have paid for the procedure, the following fees will apply in addition to any travel or medical provider cancellation fees.
60-90 days prior to arrival 25% of amount paid
59-30 days prior to arrival 50% of amount paid
29-10 days prior to arrival 75% of amount paid
9-0 days prior to arrival 100% of amount paid
Travel arrangements carry their own costs and fees and are not related to medical. The airline, accommodation and ground arrangements made on your behalf with be subject to their own cancellation penalties. Your case manager can provide more information at the time of booking.
Of note, at the date of the Client Service Agreement, Meditrav is unable to provide any refund to you until it has received the funds from the relevant supplier.
Accommodation & Local Travel Costs
Unless you have taken a ‘special or exclusive deal’ that will be subject to its own penalties, which will be explained to you at the time of booking, the below fees will apply.
Cancellation within 30 days
All accommodation and local travel costs set out in the Payment Schedule must be paid by the relevant dates sets out in the Payment Schedule. You will be entitled to a refund of accommodation and local travel costs, in the event you cancel your Trip within 30 days of the first Procedure date.
Cancellation within 14 days
If you cancel your Trip within 14 days of the first Procedure date, you will forfeit your first 5 nights of accommodation paid to Meditrav (the “Forfeited Accommodation”) as a penalty. Any remaining accommodation and local travel costs will be refunded.
Where you wish to re-book your Trip within 3 months of cancellation, Meditrav will agree to apply the value of the Forfeited Accommodation as a credit for this future booking.
Cancellation within 72 hours
Where you cancel your Trip within 72 hours of arriving at the relevant Location or in the case of a ‘no show’, you will forfeit all accommodation and local travel costs (“Forfeited Accommodation & Local Travel Costs”).
Where you wish to re-book your Trip within 3 months of cancellation, Meditrav will agree to apply the value of the Forfeited Accommodation & Local Travel Costs less the value of your first 5 nights of accommodation (which will be retained by Meditrav as a cancellation fee) as a credit for this future booking.
Cancellation during Trip
Should you wish to return home early after the commencement of the Trip, you are not entitled to a refund on any accommodation and local travel costs. In addition, Meditrav will not provide any credits on accommodation and local travel costs should you wish to ‘upgrade’, ‘downgrade’ or change Providers.
Where you are forced to cancel your Trip prior to commencement due to Exceptional Circumstances, Meditrav agree to refund accommodation and local travel costs subject to any penalties imposed by third party Providers to Meditrav for the cancellation including Case Management Fees.
Where you are forced to cancel your Trip once commenced due to Exceptional Circumstances, Meditrav will use reasonable endeavours to procure a part refund of accommodation and local travel costs from the relevant Providers, subject to any cancellation penalties imposed by the Providers, although makes no guarantees that refunds will be provided and purchasing travel and medical insurance is strongly recommended to cover against such circumstances.
“Exceptional Circumstances” means:
Where serious illness prevents a Client from attending the Trip (a doctor’s certificate is required);
Where being required to care for a child, spouse (including a de-facto spouse), sibling, grandparent or parent prevents a Client from attending the Trip (a doctor’s certificate is required);
Where there is a death in a Client’s family and the Client cannot travel due to grief or the need to attend a funeral or other ceremony or service for the deceased; or
Any other circumstances, as determined by Meditrav in its sole discretion.
Where you wish to cancel or postpone your Trip, you should speak to your Meditrav Case Manager about whether other expenses paid by you for the Trip are refundable. Refunds on ‘other expenses’ are applied on a case-by-case basis.
Where you have booked your own flights or accommodation for the Trip, you agree that you will be entirely responsible for any cancellation fees, charges or other implications of cancelling or postponing your Trip or any Booking.
In the event you are unable to travel or attend Bookings due to a Force Majeure Event, Meditrav will use reasonable steps to procure a refund for your Trip expenses from relevant Providers. Where Providers agree to provide refunds on any expenses you may have incurred pursuant to this Agreement, Meditrav will pass on those refunds to you, although Meditrav’s Case Management Fee remains non-refundable.
A “Force Majeure Event” means an event outside the Client or Meditrav’s reasonable control, including without limitation fire, flood, drought, storm, lightning, act of God, peril of sea or air, explosion, sabotage, accident, embargo, labour dispute or shortage, civil commotion, act of war and war.
Where a Provider refuses to provide a refund on a certain expense, Meditrav is not required to provide any refund to you for that expense and you agree that you will need to consult your travel insurer and the terms of your travel insurance (where applicable) to discuss any potential insurance cover.