International patient support
Confidential guidance · No obligation · Response within 24 hours
Confidential guidance · No obligation · Response within 24 hours
Effective Date: 21 Aug 2026
The Patient and the Company are individually referred to as a “Party” and collectively as the “Parties.”
1.1 The Company provides medical tourism facilitation and coordination services to patients who wish to obtain
healthcare services from doctors, hospitals, clinics, diagnostic centres and other healthcare providers.
1.2 The Company’s services may include:
1.3 The Company is not the treating doctor or hospital unless expressly stated otherwise in writing.
2.1 The Patient expressly understands and acknowledges that the Company is primarily a medical tourism facilitator
and coordinator.
2.2 The Company does not itself:
2.3 All diagnosis, treatment, surgery, medication, hospitalization and other clinical decisions shall be made
independently by the treating doctor/hospital.
2.4 The Patient understands that communications from the Company concerning medical matters are generally based
upon
information received from healthcare providers or from the Patient and should not be treated as an independent
medical
opinion of the Company.
3.1 The Patient acknowledges that the treating doctor/hospital shall have complete professional and clinical
independence.
3.2 The doctor/hospital may determine, among other things:
3.3 The Patient agrees to respect the treating healthcare provider’s professional and clinical decisions.
4.1 The Patient acknowledges that medical treatment involves inherent risks and uncertainties.
4.2 The Company does not guarantee:
4.3 Any prognosis, medical opinion, estimated success rate or expected outcome shall be provided by the treating
doctor/hospital and not by the Company.
4.4 Any statement concerning expected medical outcomes is subject to the Patient’s individual medical condition and
the professional judgment of the treating healthcare provider.
5.1 The Patient agrees to provide complete and accurate medical information.
5.2 The Patient shall disclose, to the best of the Patient’s knowledge:
5.3 The Patient understands that incomplete, false, outdated or misleading information may affect medical decisions
and treatment outcomes.
5.4 The Company shall not be responsible for consequences arising from information that the Patient knowingly or
negligently fails to disclose, subject to applicable law.
6.1 The Patient confirms that medical documents and information submitted by the Patient are genuine and belong to
the Patient.
6.2 The Patient shall not knowingly provide:
6.3 If the Company reasonably suspects that information or documents are fraudulent, the Company may suspend or
terminate the facilitation process.
7.1 The Patient authorizes the Company, to the extent permitted by applicable law, to share relevant medical
information with doctors, hospitals, clinics, laboratories and other healthcare providers for the purpose of
obtaining
medical opinions, treatment plans, estimates and healthcare services.
7.2 Such information may include:
7.3 The Company shall use reasonable measures to protect Patient information.
7.4 The Patient understands that medical information may need to be shared with healthcare providers and service
providers in order to provide the requested services.
8.1 The Patient authorizes the Company to communicate with the Patient through:
8.2 The Patient understands that electronic communication may carry inherent security risks.
8.3 The Patient shall notify the Company if the Patient does not wish to use a particular communication method.
9.1 The Company may coordinate an appointment with a doctor or hospital.
9.2 The Patient understands that the doctor/hospital may require an in-person examination before making a final
diagnosis or treatment recommendation.
9.3 A preliminary opinion based solely on reports or photographs may change after physical examination or further
investigation.
9.4 The final treatment plan shall be determined by the treating healthcare provider.
10.1 Any treatment estimate provided to the Patient is an estimate based on information available at the relevant
time.
10.2 The final amount may vary due to:
10.3 The Company does not guarantee that the final hospital bill will exactly match a preliminary estimate unless
expressly stated in a written package Terms nd Conditions.
10.4 Any package exclusions shall be communicated to the Patient where applicable.
11.1 Medical charges are determined by the relevant doctor/hospital.
11.2 The Company shall not be responsible for medical charges imposed by a doctor/hospital where such charges were
not caused by the Company’s own wrongful act.
11.3 The Patient agrees to pay all applicable medical charges directly to the healthcare provider or through the
agreed payment mechanism.
11.4 The Patient shall be responsible for additional charges arising from medically necessary treatment outside the
original estimate, subject to applicable law and the terms communicated by the healthcare provider.
12.1 Where applicable, the Company may charge a separate facilitation/service fee.
12.2 Such fee shall be communicated to the Patient before the relevant paid service is initiated, where applicable.
12.3 The Patient understands that the Company’s facilitation fee is for coordination/facilitation services and is
separate from medical fees charged by doctors/hospitals.
12.4 Unless expressly stated otherwise, payment of the Company’s fee does not constitute payment of hospital or
doctor charges.
13.1 The Patient shall make payments within the time communicated by the Company or healthcare provider.
13.2 Failure to make required payments may result in:
13.3 The Company shall not be responsible for consequences arising from the Patient’s failure to make required
payments on time.
14.1 Refunds shall be governed by the applicable refund policy communicated to the Patient at the time of payment.
14.2 Medical treatment may be postponed or cancelled due to medical reasons.
14.3 If the doctor/hospital determines that the Patient is not medically suitable for treatment, the Patient
acknowledges that treatment may not proceed.
14.4 Any refund of hospital/doctor charges shall be governed by the hospital/doctor’s applicable policy.
14.5 Any refund of Company service/facilitation fees shall be governed by the Company’s applicable
cancellation/refund policy.
14.6 The Company shall not be responsible for non-refundable charges imposed by independent third-party service
providers.
15.1 Referral by the Company does not guarantee hospital admission.
15.2 Final acceptance shall remain subject to:
16.1 The Patient acknowledges that the treatment plan may change after:
16.2 The treating doctor/hospital shall determine whether any change in treatment is clinically necessary.
16.3 Additional costs may arise from changes in treatment, subject to applicable law and the applicable financial
terms.
17.1 Before surgery or any invasive procedure, the treating healthcare provider shall obtain the required informed
consent.
17.2 The Patient understands that surgery may involve risks including, depending on the procedure:
17.3 The specific risks applicable to the Patient shall be explained by the treating healthcare provider.
17.4 The Company shall not provide the medical consent or substitute itself for the treating doctor in explaining
clinical risks.
18.1 The treating doctor shall determine medication, dosage, duration and modifications.
18.2 The Company shall not independently prescribe, discontinue, increase or decrease medication.
18.3 The Patient shall follow medication instructions provided by the treating healthcare provider.
18.4 The Patient shall immediately inform the healthcare provider of allergies or adverse reactions.
19.1 The Company is not an emergency medical service provider.
19.2 In the event of a medical emergency, the Patient must immediately contact the treating hospital, emergency
medical service or local emergency service.
19.3 The Company may provide reasonable coordination assistance where feasible but shall not be responsible for
providing emergency medical treatment.
19.4 The Patient understands that delays in seeking emergency medical attention can have serious consequences.
The Patient agrees to:
21.1 The Company shall not be responsible for consequences resulting from the Patient’s failure to follow medical
advice, except to the extent caused by the Company’s own legally actionable conduct.
21.2 The Company may discontinue non-essential facilitation services if the Patient:
21.3 Discontinuation of facilitation services shall not be interpreted as permission for a healthcare provider to
abandon a patient contrary to applicable law or professional obligations.
22.1 International Patients are responsible for complying with applicable:
22.2 The Company may assist with administrative coordination but does not guarantee visa approval, immigration
approval or entry into any country.
22.3 The Company shall not be responsible for losses resulting from rejection, cancellation or delay of a visa or
travel authorization, except where caused by the Company’s own legally actionable misconduct.
23.1 The Patient understands that travelling for medical treatment may involve medical risks.
23.2 The treating doctor shall determine whether the Patient is medically fit to travel where medical clearance is
required.
23.3 The Company does not independently determine the Patient’s fitness to travel.
23.4 The Patient should disclose relevant medical conditions to the treating doctor before travel.
24.1 The Patient understands that airlines may impose medical clearance requirements.
24.2 The Company may assist with coordination but does not control airline decisions.
24.3 The Company shall not be responsible for flight cancellations, delays, denied boarding or airline decisions
except to the extent caused by the Company’s own legally actionable conduct.
25.1 Where the Company arranges accommodation, the accommodation may be provided by an independent third party.
25.2 The Company does not provide medical supervision merely because the Patient stays at accommodation arranged
through the Company.
25.3 The Patient remains responsible for personal safety and compliance with accommodation rules.
25.4 The Patient shall not assume that hotel/accommodation staff are qualified to provide medical care.
26.1 Transportation arranged by the Company may be provided by independent transportation providers.
26.2 The Patient acknowledges that ordinary transportation is not necessarily medically equipped transportation.
26.3 If medically supervised or ambulance transportation is required, the Patient shall follow the treating
doctor’s
recommendation.
27.1 Where reasonably available, the Company may assist in arranging interpretation.
27.2 The Patient understands that interpretation may not always perfectly convey complex medical terminology.
27.3 For material medical consent, diagnosis and treatment decisions, the Patient should seek clarification
directly
from the treating healthcare provider.
27.4 The Patient should not sign medical consent documents without understanding them.
28.1 The Patient is encouraged to ask the treating healthcare provider questions concerning:
28.2 The Company may assist in arranging communication with the treating healthcare provider.
29.1 The Patient may request a second medical opinion where legally and practically available.
29.2 The Company may assist in coordinating such consultation.
29.3 The Company shall not discourage the Patient from obtaining an independent medical opinion.
30.1 The Patient retains the right to make lawful decisions concerning healthcare.
30.2 The Patient may request information concerning alternative healthcare providers.
30.3 Nothing in this Terms nd Conditions is intended to unlawfully restrict the Patient’s choice of doctor or
hospital.
31.1 The Patient understands that the treating doctor/hospital is responsible for the medical services it provides.
31.2 Clinical matters shall be addressed primarily with the treating healthcare provider.
31.3 The Company shall assist with communication and coordination where reasonably possible.
31.4 The Company shall not be responsible for acts or omissions of doctors, hospitals, laboratories, pharmacies,
airlines, hotels, transportation providers or other independent third parties, except to the extent liability arises
from the Company’s own legally actionable conduct.
32.1 The Patient acknowledges that complications can occur even when treatment is provided appropriately.
32.2 Examples may include infection, bleeding, adverse drug reaction, anesthesia complications, delayed healing,
recurrence, unexpected clinical deterioration and other risks.
32.3 The treating doctor/hospital shall manage medical complications in accordance with applicable professional
standards.
32.4 The Company shall assist with communication and coordination where reasonably possible.
33.1 The Patient is responsible for obtaining recommended follow-up care.
33.2 The Company may assist in coordinating follow-up appointments where such service is available.
33.3 The Patient should immediately contact a qualified healthcare professional in case of an emergency or
deterioration after returning home.
33.4 The Company does not provide continuing medical supervision unless separately agreed in writing and legally
permitted.
34.1 Medical records created by the treating healthcare provider shall be maintained by the relevant healthcare
provider in accordance with applicable law.
34.2 The Patient may request copies of records in accordance with applicable laws and healthcare-provider policies.
34.3 The Company may retain only information reasonably necessary for its lawful facilitation and administrative
functions, subject to applicable privacy requirements.
35.1 The Company shall process Patient information for legitimate purposes connected with medical tourism
facilitation and coordination.
35.2 Such purposes may include:
35.3 The Company shall take reasonable measures to protect personal information.
35.4 The Patient understands that information may need to be shared with healthcare providers and service providers
to deliver requested services.
35.5 The Patient may contact the Company regarding applicable privacy/data requests through the Company’s
designated
contact details.
36.1 The Company may request photographs, videos, scans or other medical information where reasonably required for
treatment coordination.
36.2 The Patient shall provide such material voluntarily and only for legitimate purposes.
36.3 The Company shall not use identifiable medical photographs or videos for advertising or promotional purposes
without the appropriate authorization/consent required by law.
37.1 The Patient shall not be required to provide a testimonial as a condition of receiving healthcare facilitation
services.
37.2 Any use of the Patient’s identifiable testimonial, photograph, video or story for marketing purposes shall
require appropriate consent where required by law.
37.3 The Patient may withdraw marketing consent subject to applicable law and reasonable limitations concerning
materials already lawfully published.
38.1 The Company may use or coordinate with independent third-party providers, including:
38.2 Such providers may have their own terms and conditions.
38.3 The Patient agrees to comply with applicable third-party terms.
38.4 The Company does not control the independent professional decisions or operations of such third parties.
39.1 To the maximum extent permitted by applicable law, the Company shall not be responsible for clinical outcomes
resulting from healthcare services provided independently by a doctor/hospital.
39.2 This includes matters such as:
39.3 Nothing in this Terms nd Conditions shall exclude or restrict liability that cannot legally be excluded or
restricted under applicable law.
40.1 Nothing in this Terms nd Conditions relieves the Company from responsibility for its own acts or omissions.
40.2 The Company shall provide its facilitation services with reasonable care and in accordance with applicable
law.
40.3 The Company shall not intentionally provide false information concerning healthcare providers.
40.4 The Company shall not knowingly misrepresent itself as a medical provider.
To the extent permitted by applicable law, the Patient shall be responsible for losses directly caused by the
Patient’s:
Nothing in this clause shall require the Patient to indemnify the Company for the Company’s own negligence, fraud,
wilful misconduct or liability that cannot legally be transferred.
42.1 The Company may communicate medical information received from the Patient to the selected healthcare provider.
42.2 The Company does not independently verify every medical statement, diagnosis or report supplied by the
Patient.
42.3 The treating healthcare provider shall independently assess the Patient.
43.1 The Company does not employ the treating doctor merely because it refers the Patient to that doctor.
43.2 Unless expressly stated otherwise in writing, doctors, hospitals and other healthcare providers are
independent
entities.
43.3 The Company does not control the professional medical judgment of healthcare providers.
44.1 The Patient may raise complaints concerning:
44.2 Complaints relating to diagnosis, treatment, surgery, medical negligence, medication or clinical care should
primarily be addressed to the relevant healthcare provider.
44.3 Complaints concerning the Company’s administrative/facilitation services may be submitted to:
Complaint Contact: _________________________________
Email: _____________________________________________
Telephone: _________________________________________
44.4 The Company shall make reasonable efforts to address legitimate complaints relating to its own services.
45.1 The Patient understands that any claim relating to medical diagnosis, treatment, surgery, anesthesia,
medication
or clinical care may involve the relevant healthcare provider.
45.2 Nothing in these Terms is intended to prevent the Patient from exercising any legal right or remedy available
under applicable law.
45.3 The Company may assist with communication and coordination but does not determine whether medical negligence
has
occurred.
The Company shall not be responsible for delay or inability to provide facilitation services caused by
circumstances
beyond its reasonable control, including:
47.1 The Patient may request cancellation of the facilitation process.
47.2 Cancellation shall be subject to applicable refund and cancellation policies.
47.3 The Patient may be responsible for non-refundable expenses already incurred on the Patient’s behalf, where
lawfully chargeable and previously disclosed.
48.1 A doctor/hospital may decline or postpone treatment where medically or otherwise legally appropriate.
48.2 The Company shall not compel a healthcare provider to accept or treat a Patient.
48.3 If a provider declines treatment, the Company may, where feasible, assist in identifying another provider.
The Company may terminate or suspend facilitation services where:
Any such termination shall be subject to applicable law and shall not interfere with the Patient’s rights to
appropriate medical care.
This Terms nd Conditions shall be governed by the applicable laws of India, subject to mandatory laws applicable to
the Patient and the services being provided.
51.1 The Parties shall first attempt to resolve any dispute through good-faith discussion.
51.2 If the dispute cannot be resolved amicably, it may be referred to the appropriate legal forum or arbitration
mechanism as permitted by applicable law.
51.3 Nothing in this clause shall prevent the Patient from exercising a mandatory statutory or consumer remedy
where
such right cannot lawfully be excluded.
52.1 The Company may update these Terms from time to time.
52.2 Material changes shall be communicated to the Patient where required.
52.3 The version applicable to the Patient’s transaction shall be retained by the Company.
53.1 The Patient may accept these Terms electronically by:
53.2 The Patient confirms that electronic acceptance represents the Patient’s intention to be bound by these Terms to the extent permitted by applicable law.
