medvoyage.health

Consultation

Cancellation Policy

Last updated: Jul 19, 2026

This Cancellation Policy explains how free consultations, booking changes, cancellations, deposits, third-party costs and any refunds are handled for MedVoyage services. It should be read together with the Terms of Service and any booking confirmation provided to you.

MedVoyage does not currently process online payments on the website and does not collect card details through website forms. Any deposit, booking payment or service fee is discussed and agreed separately after consultation, using the payment method confirmed to you outside the website.

Company details
  • Legal company name: MedVoyage Health Ltd
  • Trading name: MedVoyage
  • Registered office address: 31 Falcon, Old Gloucester Street, London, WC1N 3AB
  • Companies House number: 17343583
  • Registered in: England and Wales
  • Data protection contact: info@medvoyage.health
  • Customer support contact: info@medvoyage.health
  • Phone / WhatsApp: +44 7876 823771

These company details should be kept up to date.

1.1 Free consultations

Free consultations are free of charge. If you cannot attend a scheduled consultation, please tell us as soon as possible so we can try to reschedule.

1.2 Deposits and booking payments

A deposit or booking payment may be required only after consultation, once the requested service, package, dates, third-party arrangements and payment method have been discussed with you. The amount, purpose and payment method will be confirmed before you pay.

Deposits and payments may include both MedVoyage coordination fees and third-party costs. Third-party costs may include clinic appointments, diagnostic services, translation services, travel-related arrangements, transfers, accommodation or other providers. Some third-party costs may be non-refundable or subject to the relevant provider’s own cancellation rules.

1.3 UK consumer cooling-off rights

If you are a UK consumer and you enter into a distance contract with us online, by phone, email or WhatsApp, you may have a 14-day cooling-off period starting from the day after the contract is entered into, unless an exception applies.

If you ask us to start providing services during the cooling-off period, you acknowledge that you may need to pay for the services provided up to the time you cancel. If the service is fully performed during the cooling-off period after your express request and acknowledgement, you may lose the right to cancel that service, where permitted by law.

This section does not remove any mandatory consumer rights that apply to you.

1.4 Cancellation by you

If you want to cancel or reschedule a paid service, contact us at info@medvoyage.health as soon as possible. We will review your request based on the stage of the booking, work already performed, third-party arrangements already made, applicable consumer rights and any cancellation terms confirmed to you before payment.

If cancellation is requested after MedVoyage has already started work at your request, or after third-party arrangements have been made, you may be required to pay for work already performed and costs already incurred, where permitted by law.

1.5 Cancellation or changes by MedVoyage or third parties

If we cannot provide the agreed coordination service for reasons within our control, we will offer a reasonable alternative, rescheduling or, where appropriate, refund of the affected MedVoyage service fee. If a clinic, doctor, travel provider or other third party changes or cancels an appointment or service, we will try to assist with rescheduling or alternatives, but any refund of third-party costs will depend on that provider’s terms.

1.6 Costs that may not be refundable
  • services already performed with your request or consent;
  • third-party costs that are non-refundable under the relevant provider’s terms;
  • banking, transfer, payment processing or currency conversion costs where they are not returned to us;
  • costs caused by inaccurate, incomplete or late information supplied by you;
  • travel costs, visas, insurance, flights, hotels, transfers or clinic charges unless expressly included and refundable under the relevant terms.
1.7 Where a refund is due

Where a refund is due, we will normally process it without undue delay and within 14 days after we confirm the refund amount, unless another time is required by law, by the bank or by the payment provider. Refunds are normally made to the original payment method or another method agreed with you.

1.8 How to request cancellation or rescheduling

To request cancellation, rescheduling or review of a payment, contact info@medvoyage.health and include your name, contact details, booking reference if available, service/package, payment date and reason for the request. We may ask for additional information to verify the booking and assess the request.

 

Situation

Refund approach

Before any paid coordination has started and before third-party costs are incurred

Refund normally available, subject to any payment processing costs or agreed administrative terms.

After coordination has started

Refund may be reduced to reflect work already performed and any non-refundable third-party costs.

After appointments, travel, translation, transfer or other arrangements have been booked with third parties

Refund depends on the third-party provider’s cancellation rules and any MedVoyage work already completed.

No-show, late arrival, failure to provide required information, or failure to meet travel/entry requirements

Refund may not be available for affected services or non-refundable third-party costs.

Medical or personal reasons preventing travel

We will try to help reschedule where possible, but refunds depend on the booking stage and third-party terms. Travel insurance may be relevant.