HERMES HEALTH HUB
Refund & Cancellation Policy
For further details, reach out to your patient coordinator.
About Our Refund Policy
This section explains how refunds are handled and what to expect in situations where a procedure is postponed or canceled. Because medical travel involves advance planning, coordination with surgeons, hospitals, and third-party providers, not all payments are fully refundable.
Our refund policy is designed to be transparent, fair, and medically responsible, while protecting the resources reserved on your behalf.
What This Section Covers (DOs)
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DO expect a partial refund if a procedure is canceled for medical safety reasons, as determined by the surgeon.
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DO understand that your deposit secures medical evaluations, scheduling, and coordination services.
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DO know that refundable amounts are processed after all incurred expenses are calculated.
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DO ask your Patient Coordinator for clarification before booking if you have questions about refund eligibility.
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DO notify us as early as possible if you need to cancel or reschedule.
What This Section Does Not Cover (DON’Ts)
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DO NOT assume all payments are fully refundable.
DO NOT expect refunds for expenses already incurred, including but not limited to laboratory tests, transportation, lodging, or administrative services.
DO NOT book travel arrangements without reviewing the refund policy, as travel-related costs are the patient’s responsibility.
DO NOT rely on exceptions outside of what is outlined in this policy, as all cases are handled according to medical and contractual guidelines.
Important Note
Refunds are based on medical judgment, timing, and services already provided. Each case is reviewed individually to ensure patient safety and policy compliance.
For full details or personalized guidance, please contact your assigned Patient Coordinator.
Deposit and Cancellation Terms
All cancellation requests must be submitted to Hermes Health Hub in writing, by email, or by fax. Once your surgery deposit has been paid, 50% of that deposit (equivalent to $250 USD) is non-refundable.
If you cancel your scheduled surgery more than seven (7) days before the surgery date, you are entitled to a refund of 50% of your original deposit after deducting any costs Hermes Health Hub has already incurred.
If you cancel within seven (7) days of the scheduled surgery date, no portion of the deposit will be returned.
Rescheduling and Postponement
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If you request to postpone your surgery, the date your written postponement request is received becomes the “effective cancellation” date for the purpose of this policy.
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If you later reschedule and proceed with surgery, your deposit will remain valid in full for the new date.
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If you later decide to cancel after postponing, the refund eligibility will depend on how far in advance the postponement request was made (following the same timeline above).
Changing Your Surgery Date
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You may request to change your surgery date in writing without losing any of your deposit, as long as the surgery is still completed on the new date.
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Hermes Health Hub allows two free date changes. If you request more than two date changes, a $100 USD fee will apply for each additional change and must be paid before confirming the new date.
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If you later decide to cancel after postponing, the refund eligibility will depend on how far in advance the postponement request was made (following the same timeline above).
Extra Deposit Terms
A deposit of $500 USD is required to secure your surgery reservation. If you choose to pay more than $500 USD, the amount above $500 USD will be fully refunded, and the refund/cancellation policy described here will be applied to the $500 USD portion.
Unforeseen Circumstances
In rare situations like pandemics, severe weather, war, or other events that could affect your health or safety, Hermes Health Hub may need to adjust surgery dates. In such cases, you may either:
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Choose another surgery date when conditions improve and apply your full $500 USD deposit to it; or
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Cancel and receive a refund according to the cancellation timeline described above (with forfeiture depending on when the cancellation is requested).
Surgeon's Policy
If a patient arrives in Tijuana, Mexico for surgery and the Surgeon determines, in the interest of the patient’s health and safety, that the procedure should not be attempted or completed, the patient will be responsible for all expenses incurred as a result of the cancellation. This includes, but is not limited to, transportation, lodging, laboratory fees, and any other related costs. Following such a cancellation, 50% of the initial deposit will be refunded to the patient after all incurred expenses have been reimbursed.
Please note: airline tickets purchased by or for patients are non-refundable.
Cancellations due to the death or serious illness of the patient or an immediate family member will be evaluated on a case-by-case basis.
Other Special Cancellation Situations
If the surgeon decides not to perform the surgery upon your arrival for safety or medical reasons, you are responsible for all related expenses (transportation, hotel, lab fees, etc.). In such cases, Hermes Health Hub will refund 50% of your original deposit after expenses are reimbursed.
If a patient arrives in Tijuana, Mexico for their scheduled surgery and the medical team determines that required pre-operative instructions were not followed—resulting in a meaningful increase in the risk of post-operative complications or potential harm to the patient’s health—the procedure will be cancelled for safety reasons.
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In the event of such a cancellation, the patient will be responsible for all expenses incurred, including but not limited to transportation, lodging, laboratory tests, and related costs. Because the cancellation is due to patient noncompliance, the $500 USD initial deposit will be forfeited. Any remaining balance paid toward the procedure will be refunded after all incurred expenses have been fully reimbursed.
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Examples of noncompliance that may lead to cancellation include, but are not limited to: failure to discontinue NSAID use at least seven (7) days prior to surgery (unless otherwise authorized in writing by the medical team), continued use of illicit substances, failure to discontinue or significantly reduce smoking, non-adherence to the prescribed pre-operative diet, and consumption of alcohol within seven (7) days prior to surgery.
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This policy also applies to patients who engage in inappropriate or disrespectful behavior toward facilitation staff, medical personnel, or affiliated service providers. Such behavior includes, but is not limited to, the use of abusive or offensive language, violent or threatening actions, or refusal to comply with hotel, hospital, or company policies. In these situations, the patient and/or accompanying individuals may be required to leave at their own expense. The deposit will be forfeited, and any remaining surgical balance will be refunded only after all related expenses have been settled.
Credit/Debit Card Fees
Processing fees for credit and debit card transactions are never refundable.