Terms

What we provide

A healthcare navigation and coordination service. Specifically: arranging independent specialist review of your medical records, obtaining hospital pricing, explaining what the specialists have concluded, and where you proceed, coordinating your treatment journey and your care for ninety days after you return home.

We do not provide medical treatment. See the medical disclaimer, which forms part of these terms.

What we charge, and when

Our fees are flat and are confirmed to you in writing as a firm figure before any work begins and before you pay anything. The indicative ranges published on this site are ranges, and your figure is fixed before you commit.

You pay hospitals, airlines, hotels and other providers directly. We do not hold your treatment money, and we do not add a margin to anything you pay a third party.

Our independence commitment

We take no commission, referral fee, rebate, marketing payment or other benefit from any hospital, clinic, doctor, insurer, airline or accommodation provider, at any time.

This is a contractual commitment, not a marketing statement. If you find that we have taken such a payment in connection with your case, we will refund our fee in full. The precise mechanism for this will be set out in the final terms.

Cancellation and refunds

To be completed on legal advice. Consumers in the United Kingdom, Ireland and Canada have statutory cancellation rights for services bought at a distance, and the way those interact with a service that begins immediately has to be set out precisely rather than approximately.

What we are responsible for

The quality and diligence of our coordination. The honesty and completeness of the information we give you. Selecting specialists and providers on the criteria we have published. Preparing your handover documentation properly. Keeping your information secure and handling it as described in our privacy notice.

We carry professional indemnity insurance for our own work.

What we are not responsible for

Clinical outcomes. The clinical decisions and performance of hospitals, surgeons and other treating clinicians, who are independent of us. Complications, which can occur regardless of the quality of care. Decisions you take against the recommendation you were given. Delays caused by visa authorities, airlines or hospitals. Whether your own doctor agrees to provide your follow-up care, which is their professional decision.

What we need from you

Accurate and complete information. Medical records that are genuinely yours. Telling us about relevant conditions and medicines, because an opinion based on incomplete information can be actively misleading. Involving your own doctor. Paying agreed fees on time.

We may decline or end a case

We may decline to take on a case, or stop working on one, where we believe we cannot help you safely, where the case is outside the areas we cover, where information given to us is materially inaccurate, or where continuing would put you at risk. If we do this, we will explain why and deal with fees fairly.

This website

Content on this website is general information, provided in good faith and kept as accurate as we can. It is not advice about your situation. We may change or remove pages as our knowledge improves, and we will correct errors when we find them.

Governing law

To be confirmed on legal advice, taking account of consumer protection rules in the country where you live, which in several cases cannot be contracted out of.