Refund & Cancellation Policy

This Refund & Cancellation Policy explains how cancellations, refunds, and adjustments work when you use the Medik Tour platform (the “Platform”). It supplements, and does not replace, the Medik Tour Terms and Conditions. If anything here conflicts with the Terms and Conditions, the Terms and Conditions control — except that, as between Medik Tour and a Clinic, the Provider / Clinic Partner Agreement controls.

1. Who Pays Whom

There are separate flows of money on the Platform, and they are handled differently:

Payment	Who pays whom	Who handles a refund
Treatment, travel, and accommodation, paid directly	The Patient pays the Clinic or the relevant provider.	That Clinic or provider, under its own policy.
Treatment, travel, and accommodation, paid through Medik Tour	The Patient pays Medik Tour the cost of the service plus Medik Tour’s fee; Medik Tour pays the Clinic or provider on the Patient’s behalf.	Medik Tour and the Clinic or provider, as described in Section 4.
Medik Tour’s Service Charge	The Clinic pays Medik Tour, after the Patient’s discharge.	Medik Tour, as described in Sections 6 and 7.
Browsing the Platform, requesting quotes, and messaging Clinics	None — Medik Tour does not charge Patients for these.	Not applicable.

Unless a Patient has asked Medik Tour to make a payment on their behalf (see Section 4), Medik Tour does not collect or hold payments for treatment, travel, or accommodation. The Service Charge is paid by the Clinic, not by Patients.

2. Cancelling or Declining Before Treatment

You may decline a Quote Document, or stop at any point before treatment begins. Declining or stopping does not create any Service Charge, because the Service Charge is calculated only on treatment actually rendered (see Section 6) and is paid by the Clinic. If you have already paid money through Medik Tour, see Section 4 for what happens to it.

Accepting a Quote Document through the Platform shows your interest in proceeding. It is not a contract for medical services and does not by itself oblige you to travel or undergo treatment. If you change your mind after accepting, tell the Clinic directly through the Platform’s messaging as early as you can.

Any deposit, booking fee, or cancellation charge for treatment, travel, or accommodation is set by the Clinic or the relevant third-party provider, not by Medik Tour. This is so whether you pay the provider directly or ask Medik Tour to pay it on your behalf. Before you pay anything, we strongly encourage you to confirm the applicable cancellation and refund terms with the Clinic in writing.

3. Refunds for Treatment, Travel, and Accommodation

Refunds for treatment, travel, and accommodation are arranged between you and the Clinic or the relevant provider, under their own policies and any agreement you made with them. Medik Tour is not a party to those arrangements and cannot order a Clinic or provider to refund you. If you paid Medik Tour to make a payment on your behalf, see Section 4 for the part Medik Tour plays.

If a Clinic has agreed to a refund and has not paid it, or a charge does not match what you were quoted, you can raise the issue with Medik Tour as described in Section 5. Medik Tour will try in good faith to help you and the Clinic reach a resolution, but cannot guarantee any outcome.

Concerns about the quality of medical care or a clinical outcome are not refund questions that Medik Tour can decide. See “Disputes Between You and a Clinic” in the Terms and Conditions for how those are handled.

4. Payments Made Through Medik Tour on Your Behalf

Some Patients choose to pay Medik Tour and ask Medik Tour to pay a Clinic, or a travel or accommodation provider, on the Patient’s behalf. Medik Tour does this only on the Patient’s instructions and only for an arrangement it has agreed to. It is not obliged to make any payment on a Patient’s behalf, and it is not the provider of the treatment, travel, or accommodation being paid for.

Before you pay, Medik Tour will communicate to you the cost of the service you have asked for, including the fee Medik Tour charges for making the payment, and who will be paid. What Medik Tour communicates to you, together with this Policy, sets the terms of the arrangement.

Whether Medik Tour pays an amount onward straight away or holds it for a period, and for how long, depends on the arrangement. Medik Tour will tell you this, on a case-by-case basis, before you pay.

If you cancel before Medik Tour has paid the amount onward, Medik Tour will return it to you, less any fee or bank charge it told you would apply.

Once Medik Tour has paid an amount onward to a Clinic or provider, any refund is governed by that Clinic’s or provider’s own cancellation and refund terms. Medik Tour will help you request a refund that is due, using the billing dispute process in Section 5 if needed, and will pass on to you any refund it receives from the Clinic or provider. Medik Tour does not guarantee that a Clinic or provider will refund you.

The Service Charge is a separate arrangement between Medik Tour and the Clinic. How it applies to a payment made on a Patient’s behalf is communicated to the Clinic on a case-by-case basis.

5. Raising a Billing Dispute

A Patient who has requested a quote from a Clinic can raise a dispute from their account, using “Report an issue” on the relevant request and choosing the billing category. Medik Tour will review the Quote Document, the Clinic’s bill, and any messages exchanged through the Platform, ask the Clinic to respond, and try to help the parties reach a resolution, as described in the Terms and Conditions.

Examples of matters within Medik Tour’s role include a charge that differs from the Quote Document, a refund a Clinic agreed to but has not paid, and a Clinic that has stopped responding to a billing question. The outcome Medik Tour records is a facilitation outcome: it does not order a Clinic to pay, and it does not replace any right a Patient has against a Clinic under applicable law.

6. The Service Charge

The Service Charge is Medik Tour’s facilitation fee. It is calculated as a percentage of the Clinic’s actual bill to the Patient for treatment actually rendered, using the rate set for that treatment or, if none, the Platform’s general rate. After a Patient is discharged, the Platform generates an invoice for the Service Charge showing the bill amount, the percentage applied, and the resulting amount, rounded to the nearest whole currency unit.

The Service Charge is invoiced to, and paid by, the Clinic. Patients do not pay it. No Service Charge accrues where treatment is cancelled, declined, or never takes place. Once a Service Charge has been invoiced for treatment actually rendered and paid, it is generally non-refundable, except as set out in Section 7.

7. Corrections, Credits, and Refunds of the Service Charge

Medik Tour will correct a Service Charge invoice, and credit or refund any amount already paid in excess of the corrected figure, where:

• the invoice was issued in error — for example, the wrong bill amount or the wrong percentage was applied;
• the Clinic’s actual bill for the treatment was later reduced or refunded to the Patient (including as the outcome of a dispute), in which case the Service Charge is recalculated on the revised actual bill; or
• the treatment that was invoiced did not in fact take place.

To request a correction, the Clinic should contact Medik Tour with the invoice number and supporting evidence, such as the Clinic’s revised bill or proof of the refund it made to the Patient. A Patient who believes a correction should have been requested may raise it through a billing dispute (see Section 5). Medik Tour will review the request, respond within ten (10) business days, and confirm any adjustment in writing.

Where an amount is due back to a Clinic, Medik Tour will refund it or, where the Clinic prefers, credit it against future Service Charges, in the currency of the invoice. Except as described in this Section, where required by applicable law, or where Medik Tour expressly agrees otherwise in writing, a Service Charge for treatment actually rendered is not refundable.

8. Payment Verification, Duplicate Payments, and Overpayments

A Clinic pays the Service Charge by the method shown on the invoice and submits proof of payment through the Platform. Submitting proof does not by itself confirm that payment was received: Medik Tour verifies it and marks the invoice paid or, if the proof cannot be verified, marks it unpaid and asks the Clinic to resubmit.

If a Clinic pays the same invoice twice, or pays more than the invoiced amount, Medik Tour will, once the payments have been verified, credit or refund the excess as described in Section 7.

9. Changes to This Policy

We may update this Policy from time to time. If we make a material change, we will update the “Last Updated” date above and, where required by law, provide additional notice.

10. Contact Us

If you have questions about this Policy, or want to request a correction or raise a refund issue, please contact us at:

Medik Tour Private Limited

Flat No. 7, First Floor, New Abpara Arcade, G-6/1, Islamabad, Pakistan

info@mediktour.com

+92 309 5093554