Cancellation Policy for Cura Medical Tourism

1. Purpose of this policy

This cancellation policy explains how Cura Medical Tourism handles cancellations and changes for services coordinated through our platform. It is written for international patients and companions who use Cura to plan or support care abroad.

This policy focuses on Cura as an information and coordination service. It explains how our role is separate from the cancellation and refund terms of clinics, hospitals, hotels, transport providers and other partners.

This policy does not provide medical, legal or financial advice. If you need advice about your specific rights or situation, you should speak with a qualified professional.

2. Who we are and what we do

Cura Medical Tourism is an information and coordination platform that connects international patients with independent clinics, hospitals and service providers in Turkey, Iran and other destinations. Cura is not a clinic, hospital or medical provider.

All clinical decisions, medical eligibility, treatment plans and follow up care remain the responsibility of the treating clinicians and institutions. Travel, accommodation and other non medical services are provided by separate partners or suppliers.

3. Scope of this cancellation policy

This policy applies to cancellations and changes related to:

• Inquiries and information requests sent through Cura
• Consultations and assessments that Cura helps arrange
• Medical treatment bookings and packages coordinated through Cura
• Non medical services such as transfers, interpreters or accommodation that are coordinated or introduced through Cura

Flights, visas, insurance policies and other travel services that you arrange directly with airlines, agencies or insurers are subject to their own terms and are outside Cura’s direct control.

4. Relationship between Cura and independent providers

Clinics, hospitals, doctors, hotels, transport companies and other partners remain independent providers. They set their own rules for cancellations, changes, no shows, refunds and rescheduling, subject to applicable law.

Cura helps you understand and communicate about these rules, but we do not control them. If a clinic or partner confirms that a service is non refundable or that a fee applies for late cancellation, this is their policy rather than a decision made by Cura.

5. Local consumer and health related rules

Many countries, including Turkey and Iran, have consumer protection and e commerce rules that may give patients and consumers certain rights to withdraw from some distance contracts or cancel some services within a defined period, subject to conditions and exceptions. These rules can differ for health related services, hotel bookings, travel services and information services. Some rights may not apply once a service has been fully provided or treatment has started.

This cancellation policy is intended to operate within those mandatory laws. It does not limit any non waivable rights you may have under the law of your home country or the country where the clinic or partner is based.

6. Inquiries and free information requests

You can stop using Cura or withdraw your inquiry at any time before you enter into a booking or service agreement with a clinic or partner. There is usually no charge for cancelling a simple inquiry or information request.

Cura may keep a limited record of your past inquiry and our communications as described in our Privacy Policy. This helps us respond to later questions, quality checks or complaints.

7. Consultations arranged through Cura

Consultations may be online or in person. They are usually provided directly by clinicians or clinics that work with Cura.

Each clinic or doctor may have its own cancellation and rescheduling rules. These may include rules about how many hours or days before the appointment you must cancel to avoid a charge or losing any consultation fee.

To cancel or reschedule a consultation arranged through Cura, you should:

• Inform your Cura coordinator as soon as possible through the contact channels shared with you
• Provide your full name, preferred contact details and the date and time of the consultation
• State whether you want to cancel fully or reschedule to a later time

We will pass your request to the clinic or doctor and share their response with you. Any refund or late cancellation fee will follow the clinic policy and applicable law.

8. Treatment bookings and medical packages

When you confirm a treatment date or medical package that Cura has helped arrange, you usually enter into a separate agreement with the clinic or hospital. This agreement may cover surgery, medical procedures, check ups, tests, hospital stays and other services.

The clinic or hospital will normally provide its own terms for cancellations, changes and refunds. These may appear in a treatment plan, patient agreement, distance sales contract or similar document. You should read these terms carefully and ask questions before confirming your booking.

In many cases, clinics require a deposit to secure the date or package. How that deposit is treated if you cancel or change your plans is described in the clinic terms and in our Payment and Deposit Terms.

9. Non medical services arranged through Cura

Cura may help coordinate non medical services such as:

• Airport and local transfers
• Hotel or apartment stays
• Interpreter and support services
• Tourism or wellness activities not directly related to treatment

These services are normally provided by independent partners with their own booking and cancellation terms. Cancellation periods for hotels and transfers can be strict, especially during busy seasons.

Your Cura coordinator can help you find the relevant partner terms and send a cancellation request, but the partner decides how to apply its policy.

10. How to request a cancellation or change

To request a cancellation or change for any service coordinated through Cura, contact us through one of the listed channels, such as email, messaging or phone.

To help us process your request clearly, please include:

• Your full name and a reliable contact method
• The country and city of planned treatment
• The clinic or doctor name, if known
• Your planned treatment date or consultation date
• The services you want to cancel or change
• Whether you want a full cancellation or a rescheduling request

Where possible, contact us as early as you can. Early notice often improves the chance of a more flexible solution from clinics and partners.

11. Cancellations for medical or safety reasons

Clinicians may decide that it is unsafe or inappropriate to proceed with a planned treatment or continue with a package as first planned. This can be due to test results, changes in your health, missing information or new clinical findings.

In these cases, the treating team will usually discuss options for postponement, a change of plan or cancellation. Their duty is to prioritise patient safety and follow local patient rights and professional standards.

Any refunds or financial changes in these situations will depend on the clinic or partner terms, any insurance that may apply and any mandatory patient or consumer rights in the relevant country.

12. No show situations

A "no show" means that you do not attend a scheduled consultation, procedure or service without cancelling in advance and without a reason accepted by the provider.

Many clinics and partners treat no show situations as late cancellations and may apply their full cancellation rules or keep part or all of a deposit or prepayment where allowed by law.

If you believe you may miss an appointment, contact Cura or the provider directly as soon as possible so options for rescheduling or partial use of fees can be considered where the policy allows.

13. Travel services, visas and insurance

Cura does not act as an airline, travel agent, visa authority or insurer. When you book flights, travel packages, visas or insurance, you enter into contracts directly with those providers.

Each of these providers has its own cancellation and change rules. Some low cost or special fare tickets may be non refundable, while others may allow changes with a fee. Visa fees and insurance premiums are often non refundable once an application has been submitted or a policy has started.

You must check the cancellation and refund conditions of airlines, agencies, consulates and insurers directly. Cura can offer general guidance, but we cannot change their rules.

14. Refunds and financial consequences

This cancellation policy explains the process and relationships. It does not guarantee that you will receive a refund in any particular situation.

In general:

• Cura usually does not hold or process payments for medical treatment on behalf of clinics unless this is clearly described and agreed
• Refunds for medical services, deposits and packages are normally handled by the clinic or hospital under its policy and applicable law
• Refunds for hotels, transfers or other non medical services are managed by the relevant partner
• Banks, card providers and payment processors may have their own fees, time frames and dispute processes that Cura does not control

For more details about how payments and deposits work, you can review our Payment and Deposit Terms.

15. Changes or cancellations initiated by clinics or partners

Sometimes a clinic, hospital or partner may need to change or cancel a service. This can happen because of staff availability, equipment issues, local regulatory requirements, public health measures or other operational reasons.

When we are informed of such changes, we will:

• Notify you as soon as reasonably possible using the contact details you have shared
• Help you explore alternative dates or providers where available
• Support you in understanding any refund or credit offered by the clinic or partner under its policy

Cura cannot force a clinic or partner to provide a particular remedy, but we will support clear communication and documentation of their decision.

16. Events beyond the control of the parties

Some events are outside the control of you, Cura, clinics or partners. Examples include natural disasters, major weather events, epidemics, strikes, sudden border closures, new government restrictions or serious security incidents.

In such cases, it may be impossible or unsafe to provide the planned services. Possible solutions can include postponement, credits or partial refunds depending on provider policies and applicable law.

Cura will help you understand the options that clinics and partners are able to offer, but we cannot guarantee a specific outcome.

17. Minors and patients represented by others

Where a parent, guardian or other representative uses Cura to arrange care for a child or an adult who lacks legal capacity, that representative is usually the person who has the right to request cancellations or changes, subject to local law and clinic rules.

Cura or the clinic may ask for documents that show your authority to act for the patient, especially if there is a dispute about cancellations or refunds.

18. Your responsibilities

As a Cura user, you are responsible for:

• Reading and understanding the cancellation and refund terms of clinics and partners before confirming a booking
• Providing accurate and complete information when requesting cancellations or changes
• Informing Cura and providers as early as possible if your plans or health status change
• Keeping copies of important messages, agreements and receipts related to your bookings

These steps help reduce misunderstandings and support fair handling of any cancellation.

19. Changes to this cancellation policy

We may update this cancellation policy from time to time, for example when we add new destinations or services or when laws and guidance change in Turkey, Iran or other relevant countries.

When we make important changes, we will update the date of this policy and may post a notice on our website. Your continued use of the Cura platform after such changes means that you accept the updated policy.

20. Contact us

If you have questions about this cancellation policy or about how it applies to your situation, you can contact us using the details below. We will do our best to provide clear information while reminding you that we cannot give personal legal advice.

• Email: [email protected]
• Online form: Use the form on our Contact us page
• Postal address: The postal address listed on our Contact us page

If you need detailed advice about your legal rights or obligations under consumer, contract or health law, you should speak with a qualified adviser or contact an official consumer protection body in your country.