Last updated: 14 October 2026
Scope
This policy applies to deposits and payments made for treatments and packages booked with Metropolmed Sağlık Hizmetleri ve Turizm A.Ş. (“Metropolmed”, “we”, “us”), trading as Metropolmed Health Group. Where your written quote sets different terms, the terms in your quote apply.
Payments are processed by METROPOLMED TURKIYE LTD (UK) and METROPOLMED HEALTH GROUP LLC (US).
- Metropolmed Sağlık Hizmetleri ve Turizm A.Ş.
- Address: Atalar, Üsküdar Cd. No:112, 34862 Kartal/İstanbul, Türkiye
- Email: [email protected]
- Phone: +90 216 504 52 69 · WhatsApp: +90 549 540 58 40
Changing your treatment date
- You can ask to move your treatment date free of charge. Please contact your coordinator as early as possible, by WhatsApp or email.
- We will offer you the nearest available date. Your deposit is carried over to the new date and stays valid for 12 months from the original treatment date.
- Hotel and transfer bookings are rearranged for your new date at no extra cost, subject to availability.
Cancelling your treatment
- If you cancel 14 days or more before your treatment date, your deposit is refunded in full.
- If you cancel less than 14 days before your treatment date, your deposit is not refunded, but it can be used for a new date within 12 months.
- If you do not arrive on your treatment day without telling us (no-show), the deposit is not refunded.
- Any balance you have paid in advance for treatment that has not been carried out is refunded, minus costs already incurred for you that cannot be recovered.
Medical reasons
- If our doctors decide after your examination or tests that a treatment is not suitable or safe for you, you will not be charged for that treatment. We will discuss alternative treatments with you or refund the amounts paid for it.
- If you cannot travel because of illness, please send a doctor’s note. Your deposit is then carried over to a new date, or refunded if you choose not to reschedule.
Cancellation by Metropolmed
If we have to cancel or postpone your treatment for reasons on our side, you can choose a new date at no extra cost or receive a full refund of all amounts paid to us.
What is not refundable
- Flights, visas, travel insurance and other costs you paid directly to third parties.
- Treatment, tests and services that have already been carried out.
- Hotel nights and transfers already used.
- Bank, currency exchange or transfer fees charged by your bank or payment provider.
Treatment results
Medical treatments are individual and results depend on many factors, including your health and how you follow the aftercare instructions. Treatment that has been carried out cannot be refunded because of dissatisfaction with the result. If you have concerns after your treatment, please contact us: your case will be reviewed by our medical team, and where clinically appropriate a correction or touch-up will be planned under the terms of your package.
How refunds are paid
- Refunds are paid back to the original payment method (card, Stripe, Wise or bank transfer) and in the original currency.
- We process approved refunds within 14 working days. Your bank or card provider may need a few more days to show the money in your account.
- For bank transfers we will ask you to confirm the account details in writing.
How to request a cancellation or refund
Email [email protected] or message your coordinator on WhatsApp with your full name, treatment date and the reason for your request. We confirm every cancellation and refund in writing.
Your legal rights
This policy does not limit any mandatory consumer rights you have under the law of your country of residence.
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