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Booking, Cancellation & Refund Policy

1. Booking and Reservation

To secure a procedure date, patients must complete the reservation process and submit the required deposit.
Use of the “Reserve Now” system may present available dates; however:

All dates are subject to confirmation
A reservation is not considered confirmed until approved by the team

2. Deposits and Commitment

A deposit is required to secure scheduling and initiate coordination.
By submitting a deposit, the patient:

Commits to the scheduled treatment
Agrees to the applicable payment terms
Acknowledges that preparation, scheduling, and resource allocation begin upon booking

3. Payment Structure

Total pricing may include a combination of:

Medical services
Coordination and administrative support
Logistics and concierge services

Pricing may vary depending on the patient’s location and service structure.
For international patients, pricing may include bundled coordination, logistics, and support services.
For patients residing in Mexico, pricing may differ based on local service structure and operational considerations.
These differences reflect variations in service scope and delivery, not discriminatory pricing.
A confirmed booking represents a promise of payment under agreed terms.

4. Rescheduling Policy

Rescheduling requests must be made within the timelines specified at the time of booking or on the applicable policy page.
Requests outside of these timelines may:

Result in loss of deposit
Require additional fees
Be subject to availability

5. Cancellation Policy

Booking payments are refundable only if a cancellation request is submitted at least 15 days prior to the scheduled appointment date.
Booking payments are non-refundable if the cancellation request is made less than 15 days before the scheduled appointment due to coordination work and provider scheduling commitments already made.

6. Refund Policy

Refunds are governed strictly by the conditions and timelines provided in this policy and any related policy pages.
In general:

Administrative and coordination services are non-refundable once initiated
Logistics-related services may be non-refundable once booked
Medical services may be subject to eligibility and timing conditions

For international patients, refund processing may take up to 30 days or longer, depending on payment method and financial processing timelines.

7. Changes in Treatment Plan

Patients acknowledge that:

Treatment plans provided during pre-travel evaluation are preliminary
Final treatment details are confirmed in person

If changes to the treatment plan occur due to medical criteria:

These will be discussed with the patient
Patient consent will be required prior to proceeding

Changes do not automatically qualify for cancellation or refund unless otherwise stated.

8. Travel-Related Considerations

Patients are responsible for:

Arriving on time for scheduled procedures
Complying with travel requirements

Failure to attend due to travel delays, documentation issues, or personal reasons may:

Be treated as a late cancellation
Result in forfeiture of deposit

9. Third-Party Services

Any third-party services (transportation, lodging, etc.) coordinated as part of the experience:

May be subject to separate terms
May be non-refundable once confirmed

10. Right to Refuse Service

TJ Hair Clinic and Russald Medical reserve the right to refuse or postpone treatment when:

Medical safety concerns arise
Patient information is incomplete or inaccurate
Compliance or conduct issues are identified

Refund eligibility will be determined according to this policy and internal review.

11. Outstanding Payments and Post-Treatment Obligations

In the event that any portion of the agreed payment is not completed at the time of service, the patient remains fully responsible for fulfilling the outstanding balance.
By proceeding with treatment, the patient agrees that:

Any remaining balance is due upon completion of services or as otherwise agreed
Failure to complete payment does not waive the obligation to pay

If payment is not received within the agreed timeframe:

The outstanding balance may be subject to additional fees or interest as permitted by applicable law
Collection efforts may be initiated

For patients residing in the United States, collection and enforcement of payment obligations may be pursued through MedicalMex, in accordance with applicable laws in the patient’s home jurisdiction.

12. Agreement

By submitting a deposit or confirming a booking, the patient acknowledges and agrees to this policy and all related timelines and conditions.