Dispute Resolution

1. Submission of Disputes

Any concerns, complaints, or disputes related to services must be submitted in writing to:

dispute@russaldmedical.com

This is the official channel for review and resolution.
To initiate a dispute, the patient must provide, at minimum:

Full name
Contact information (email and/or phone)
Approximate date of treatment or interaction
A description of the concern

Providing supporting documentation such as photos, receipts, or communications is encouraged but not required at the time of submission.
Incomplete submissions may delay the review process.

2. Review Process

Upon receipt of a dispute:

A designated representative will be assigned to the case
The patient may be contacted to provide additional information
Relevant medical records, communications, and documentation will be reviewed

Depending on the nature of the dispute:

Medical matters will be reviewed with licensed medical professionals in Mexico
Non-clinical matters, including coordination, administrative services, or digital interactions, may be reviewed by MedicalMex or operational teams

This process ensures a complete and fair evaluation.

3. Review Timeline

The dispute review process may take time depending on the complexity of the case and the involvement of multiple parties.
Patients acknowledge that:

The review process may take up to 30 days or longer
Additional time may be required for medical review and coordination

4. Required Cooperation for Evaluation

To properly assess any dispute related to medical outcomes, the patient must cooperate with reasonable requests for evaluation.
This may include:

Providing updated photographs
Participating in video evaluations when requested
Submitting relevant medical information

Failure to provide requested information may:

Limit the ability to assess the claim
Result in suspension or closure of the dispute review process

Resolution options cannot be determined without sufficient information.

5. Good Faith Resolution

All disputes are handled in good faith with the goal of reaching a reasonable outcome based on:

Clinical evaluation
Medical standards
Documentation and communication history

Patients acknowledge that:

Aesthetic procedures do not guarantee specific outcomes
Dissatisfaction alone does not constitute grounds for a refund

Any resolution is determined based on the individual case and does not constitute an admission of liability.

6. Patient Cooperation

By submitting a dispute, the patient agrees to:

Participate in the review process in good faith
Provide accurate and complete information
Respond to reasonable requests for documentation

7. Good Faith Conduct During Active Review

During an active dispute review, the patient agrees to:

Allow the process to be completed before forming final conclusions
Avoid publishing premature or incomplete claims that do not reflect the full evaluation

This does not restrict the patient’s right to share their experience, but promotes fairness and full context.

8. Public Statements and Fair Representation

Patients are free to share their personal experiences.
However, patients agree that:

Statements must be truthful and not misleading
False, exaggerated, or knowingly inaccurate claims may be subject to response

In the interest of transparency:

TJ Hair Clinic, Russald Medical, and/or MedicalMex may respond publicly
Such responses may include relevant context, documentation, and resolution criteria

9. Misuse, Bad Faith Claims, and Reputation Protection

The dispute process is intended for legitimate concerns.
If a dispute is submitted in bad faith, including but not limited to:

Refusal to participate in reasonable evaluation
Attempts to obtain refunds or benefits without basis
Threats of reputational harm to force outcomes

Such conduct may:

Result in termination of the dispute process
Be documented for further action

In cases involving false or defamatory statements that materially harm reputation, appropriate actions may be pursued under applicable laws.
Given the binational nature of operations, such actions may be pursued in Mexico and/or the United States, depending on where harm occurs.

10. Non-Interference with Medical Judgment

Dispute resolution does not override medical judgment.
All clinical decisions remain under licensed physicians.

11. Limitation

Participation in this process does not waive legal rights but establishes a primary resolution pathway.

12. Mediation as Preferred Resolution Mechanism

If a dispute cannot be resolved internally, the parties agree to pursue good faith mediation in Mexico before initiating formal legal action.