HealthLink patient protection policy

Patient refund policy

Last Updated: August 20, 2019

These terms and conditions govern HealthLink’s policy for Patient refunds (“Patient Refund Policy”) and the obligations of the Clinic associated with the Patient Refund Policy. The Patient Refund Policy is available to Patient who book and pay for a Treatment through the HealthLink Platform and suffer a Treatment Issue (as defined below). The Patient’s rights under this Patient Refund Policy will supersede the Clinic’s cancellation policy.

By using the HealthLink Platform as a Patient or Clinic, you are indicating that you have read and that you understand and agree to be bound by this Patient Refund Policy.

1. Treatment Issue

A “Treatment Issue” means any one of the following:

(a) The Clinic description or depiction is inaccurate with respect to:

  • The quality of the clinic facilities (beds, rooms condition, operation tools)
  • Clinic located in a different address than what was stated on HealthLink
  • The surgeon that is allocated is a different person than the one agreed in the original quote
  • The medication offered

(b) the Clinic fails to provide the Patient with a reasonable access to consultation and information (eg: less than 15 min consultation meeting)

(c) Special amenities or features represented in the Listing are not provided or do not function

(d) At the start of the Patient’s booking, the Clinic: (i) is not generally clean and sanitary (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Patient’s stay and treatment at the Clinic in HealthLink’s judgment, or (iii) does not contain clean bedding

2. The Patient Refund Policy

If you are a Patient and suffer a Treatment Issue, we agree, at our discretion, to either (i) reimburse you up to the amount paid by you through the HealthLink Platform (“Total Fees”) depending on the nature of the Treatment Issue suffered, or (ii) use our reasonable efforts to find and book you another Treatment which is reasonably comparable to the Treatment described in your original booking in terms of price, features and quality. All determinations of HealthLink with respect to the Patient Refund Policy, including without limitation the size of any refund and the comparability of alternate Treatments, shall be in HealthLink’s discretion, and final and binding on the Patient and Clinics.

3. Conditions to Claim a Treatment Issue

To submit a valid claim for a Treatment Issue and receive the benefits with respect to your booking, you are required to meet each of the following conditions:

(a) you must be the Patient that booked the Treatment;

(b) you must bring the Treatment Issue to our attention in writing ( and provide us with information (including photographs or other evidence) about the Clinic and the circumstances of the Treatment Issue within 24 hours after the later of (i) the start of your booking or (ii) you discover the existence of the Treatment Issue , and must respond to any requests by us for additional information or cooperation on the Treatment Issue;

(c) you must not have directly or indirectly caused the Treatment Issue (through your action, omission or negligence); and

(d) unless HealthLink advises you that the Treatment Issue cannot be remediated, you must have used reasonable efforts to try to remedy the circumstances of the Treatment Issue with the Clinic prior to making a claim for a Treatment Issue.

4. General Provisions

4.1 No Assignment/No Insurance. This Patient Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Patient, and the Patient has not paid any premium in respect of the Patient Refund Policy. The benefits provided under this Patient Refund Policy are not assignable or transferable by you.

4.2 Modification or Termination. HealthLink reserves the right to modify or terminate this Patient Refund Policy, at any time, in its sole discretion. If HealthLink modifies this Patient Refund Policy, we will post the modification on the HealthLink Platform or provide you with notice of the modification and HealthLink will continue to process all claims for Treatment Issues made prior to the effective date of the modification.

4.3 Entire Agreement. This Patient Refund Policy constitutes the entire and exclusive understanding and agreement between HealthLink and you regarding the Patient Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between HealthLink and you regarding the Patient Refund Policy.

5. Contacting HealthLink. If you have any questions about the Patient Refund Policy, please email us to

Cancellation Policies

HealthLink allows clinics to choose among two standardized cancellation policies (Flexible and Moderate) that we will enforce to protect both patient and clinic alike. Each clinic and reservation on our site will clearly state the cancellation policy. Patients may cancel and review any penalties by viewing their treatment plans and then clicking ‘Cancel’ on the appropriate reservation. 

Flexible: Full refund up to 48 hours prior to the treatment
Moderate: Full refund up to a week prior to the treatment
  • If there is a complaint from either party, notice must be given to HealthLink within 24 hours of Patient arrival.
  • HealthLink will mediate when necessary, and has the final say in all disputes.
  • A reservation is officially canceled when the patient clicks the cancellation button.
  • Cancellation policies may be superseded by the Patient Refund Policy, extenuating circumstances, or cancellations by HealthLink for any other reason permitted under the Patient Refund Policy. Please review these exceptions.