1. General principles
Vita Privé arrangements involve advance reservations with providers, hotels and transportation companies. This policy explains how cancellations, changes and refunds are handled.
The specific cancellation schedule for your reservation is agreed before payment and set out in your individual Patient Concierge Service Agreement. Receiving a payment does not, by itself, make that payment nonrefundable.
2. Separate payments
Unless your agreement states otherwise, 50% of the package price is paid directly to Vita Privé S.A. de C.V. and 50% directly to the designated medical provider. Each payment is subject to its own written terms.
3. Cancellation before services begin
If you cancel before services begin, Vita Privé will refund its payment less only reasonable charges disclosed in your agreement for services actually performed and documented nonrecoverable commitments, subject to applicable law.
4. Services already performed
Coordination services actually performed before cancellation may be charged as disclosed in your agreement and supported by a written accounting.
5. Documented nonrecoverable third-party costs
Hotel, transportation or other third-party costs may be deducted only when they were disclosed, actually committed and cannot be recovered. Any amount recovered from a third party will be credited to you.
6. Medical ineligibility
If the treating provider determines that a procedure is not medically appropriate, that decision will be respected. Vita Privé will review services performed and recoverable amounts, and will determine any refund under your agreement and applicable law. Medical ineligibility does not make every charge nonrefundable.
7. Rescheduling for medical reasons
If a provider recommends postponing a procedure for medical reasons, Vita Privé will work to reschedule within the availability of the providers, hotel and transportation. Any cost difference will be communicated in writing before it is confirmed.
8. Hotel and transportation changes
Requested date or service changes depend on availability and supplier policies. We will communicate any additional cost before confirming a change. Changes are not guaranteed.
9. Provider-initiated cancellation
If a provider or supplier cancels or fails to deliver a contracted service, you will not be charged a voluntary-cancellation charge for that cancellation. Vita Privé will review replacement arrangements, credits or refunds under the applicable contracts and law.
10. No-shows and late arrivals
If you do not arrive, or arrive late, without prior notice, charges for services performed and documented nonrecoverable commitments may apply as set out in your agreement. Please notify us as soon as possible of any travel disruption so we can coordinate available alternatives.
11. Complications and extended stays
If your treating medical team requires additional care or a later departure, medical decisions take priority. Additional nights, transportation and services outside your package may involve additional costs, determined under your agreements, any applicable insurance and the law.
12. Refund requests
Send cancellation, rescheduling or refund requests in writing to concierge@vitaprivehealth.com with your name, reservation details and the change requested. We will acknowledge each request in writing.
13. Refund processing and accounting
Any refund owed by Vita Privé will be accompanied by a written accounting of the amounts received, any charges applied and the amount refunded. The processing period and payment method are stated in your individual agreement.
14. Payments made to medical providers
Refunds of amounts paid directly to a medical provider are governed by that provider's agreement and applicable law. Vita Privé can help you communicate with the provider but cannot guarantee refunds of funds it does not receive or control.
15. Consumer protections
Nothing in this policy limits rights that cannot be waived under applicable consumer protection law.
16. Reservation-specific terms
Where your signed agreement contains more specific cancellation terms, those terms apply to your reservation, provided they are consistent with applicable law.