1. Current website enquiries are not paid bookings

Submitting a contact form, assistance request or general enquiry on the Sanavoya website does not itself create a paid booking or payment obligation.

If a future service requires a Sanavoya fee, the amount, scope, payment method, cancellation terms and any refund conditions should be communicated in writing before payment is requested.

2. Payments made directly to third parties

Any amount you pay directly to a hospital, doctor, laboratory, hotel, airline, transport provider, insurer, visa service provider or other third party is governed by that party’s own invoice, booking conditions, cancellation policy and refund process.

Sanavoya may help you understand whom to contact or organise communications, but cannot promise that a third party will approve a cancellation, waiver, credit or refund.

3. Treatment and appointment changes

Healthcare appointments, admissions and treatment plans may change because of clinical findings, doctor availability, hospital capacity, patient fitness, emergencies or other circumstances. A clinical change does not automatically create a right to recover unrelated travel, accommodation or other third-party costs.

Where possible, consider flexible travel arrangements and review cancellation terms before paying non-refundable amounts.

4. If Sanavoya introduces paid coordination services

If Sanavoya later charges a coordination or service fee, the written service confirmation should identify what the fee covers and the cancellation or refund terms that apply to that transaction.

Unless a different written term applies, any refund request would be assessed by considering whether the paid service had started, what work had already been performed, non-recoverable costs incurred, and applicable consumer-protection law.

No future paid-service policy will override rights that cannot lawfully be waived under applicable consumer law.

5. How to request a cancellation or raise a payment issue

• Contact Sanavoya as soon as reasonably possible if the issue relates to a Sanavoya coordination service.
• Include your name, contact details, relevant reference information and a concise explanation of the request.
• Do not send full payment-card details or sensitive medical records by ordinary email.
• If payment was made directly to a third party, contact that third party first because it controls the underlying transaction.

6. Processing time and payment method

Where Sanavoya becomes responsible for an approved refund in the future, the refund method and processing time will depend on the original payment method, banking systems and the written terms that applied to the transaction.

Third-party refunds are processed according to the relevant third party’s own timelines and systems.