Cancellation & Refund Policy

Cancellation & Refund Policy Clear Before You Pay. Fair When Plans Change.

Healthcare journeys can change.

A client may change their plans.

A hospital may change an appointment.

Travel may become impossible.

A procedure may no longer be appropriate.

Or circumstances may change after Affordia Health has already started providing an agreed service.

Our Cancellation & Refund Policy is designed around a simple principle:

You Pay for the Services We Actually Provide.

Affordia Health does not want clients paying for services that were never provided.

At the same time, work already performed and costs already committed cannot always be reversed.

Our Pay-As-You-Go Model Affordia Health primarily operates on a pay-as-you-go basis.

Instead of requiring every client to purchase and prepay a large fixed package, services can be agreed progressively as the healthcare journey develops.

This reduces unnecessary financial commitment.

A client may begin with one service and add additional services only when they are needed.

Pay for what you need. Proceed step by step.

Free Initial Consultation Your initial Affordia Health consultation is free.

There is therefore nothing to refund if you decide not to continue after the initial consultation.

You remain free to stop the process before purchasing a paid service.

Before a Paid Service Begins Before an Affordia Health paid service begins, we aim to make clear:

what service is being provided, what the service costs, what is included, what is not included, and when the service is expected to begin.

You then decide whether you want us to proceed.

Cancellation Before Work Begins If you cancel an Affordia Health service before work has begun and before Affordia Health has incurred or committed any non-refundable third-party costs, the applicable Affordia Health service payment may be refundable, subject to the applicable agreement and mandatory law.

Our objective is not to retain payment for work that has not been performed.

Cancellation After Work Has Begun Once Affordia Health begins performing an agreed service, part or all of the service fee may become earned.

Examples can include:

researching healthcare providers, contacting hospitals, coordinating appointments, preparing a healthcare journey, organising transportation, arranging interpretation, coordinating accommodation, preparing documentation, communicating with third parties, or performing other agreed work.

If you cancel after work has begun, any refund will depend on:

the work already completed, the remaining work, costs already incurred, commitments already made, and the applicable service agreement.

Completed Services Once an Affordia Health service has been properly completed, the applicable service fee is normally not refundable merely because the client later changes their plans.

For example:

If Affordia Health was engaged to identify suitable healthcare options and that research was completed, the service has been performed even if the client later decides not to travel.

If an appointment was successfully coordinated and the client later chooses not to attend, the coordination service may already have been completed.

If interpretation or local assistance was provided, that performed service cannot subsequently be undone.

Payment Is for the Agreed Service — Not for a Guaranteed Final Outcome.

Medical Outcome Does Not Determine Refund Eligibility Affordia Health does not sell medical outcomes.

A refund is therefore not automatically created because:

treatment was unsuccessful, the expected improvement did not occur, a complication occurred, a doctor changed the treatment plan, a healthcare provider recommended against surgery, or the client was dissatisfied with a medical outcome.

Medical responsibility remains with the relevant healthcare provider.

Affordia Health fees relate to the Affordia Health services actually agreed and provided.

If a Hospital Declines the Case A hospital or healthcare professional may independently decide that:

a client is not suitable for treatment, additional examinations are required, a different treatment is appropriate, or the case cannot be accepted.

Affordia Health cannot control these clinical or institutional decisions.

If the Affordia service already performed involved researching, contacting or coordinating with the provider, that completed work may remain chargeable.

Where an agreed Affordia service has not yet been performed, we will determine whether the unused portion can be cancelled or redirected toward another suitable option.

If an Appointment Changes Healthcare providers may change appointment dates or schedules.

If this happens, Affordia Health can attempt to help coordinate an alternative where this falls within the agreed service.

A schedule change by an independent healthcare provider does not automatically create a refund of Affordia fees for services already performed.

Any new Affordia work required because of the change will be discussed with the client where additional fees may apply.

Third-Party Costs Some parts of a healthcare journey are provided by independent third parties.

These may include:

hospitals, airlines, hotels, transportation providers, interpreters, insurance professionals, visa-related services, rehabilitation providers, and other independent providers.

Their cancellation and refund rules may differ from Affordia Health rules.

Third-Party Refunds Follow the Third Party's Terms.

Affordia Health cannot guarantee that an independent provider will refund a payment.

Direct Payments Protect Your Control Wherever practicable, Affordia Health encourages clients to pay independent providers directly.

For example:

Hospital → paid directly for healthcare Hotel → paid according to the accommodation arrangement Airline → paid directly for travel Affordia Health → paid for Affordia Health services This keeps financial relationships clearer.

If a refund is required from an independent provider, the client can deal directly with the provider responsible for that payment.

Affordia may assist with communication where agreed, but does not guarantee the provider's decision.

Non-Refundable Third- Party Commitments Sometimes Affordia may make an agreed booking or commitment on the client's behalf that becomes nonrefundable.

Where reasonably possible, we will explain this before the commitment is made.

If the client subsequently cancels, costs already irreversibly committed to an independent provider may not be recoverable.

Partial Refunds A cancellation does not always mean either:

100% refund or 0% refund.

Where appropriate, a partial refund may be considered.

For example, if an agreed service contains several stages and only some stages have been completed, Affordia may assess:

the portion already performed, the portion not yet performed, and any unavoidable committed costs.

This reflects our modular service philosophy.

Refunds Should Follow the Reality of the Work Performed.

Services We Cannot Provide Affordia Health does not want to charge clients for services we cannot actually provide.

If Affordia accepts payment for a specific service and subsequently determines that we cannot provide that service, we will discuss an appropriate solution.

Depending on the circumstances, this may include:

an alternative service, a change in scope, a credit toward another agreed service, or an appropriate refund of the unperformed Affordia service.

If Affordia Cancels a Service Affordia Health may sometimes need to cancel or discontinue a service.

This may occur where:

the requested service becomes impossible, required providers are unavailable, the client's circumstances materially change, necessary cooperation is not provided, continuation would create an unacceptable legal or safety issue, or another significant circumstance prevents proper performance.

Where Affordia cancels an unperformed paid service, any appropriate refund will be determined according to the work already completed, unavoidable costs and applicable law.

Client Changes During the Journey A healthcare journey can evolve.

You may originally request:

hospital coordination and later add:

airport pickup, interpretation, accommodation assistance, local support, rehabilitation, or another service.

Each additional service can be agreed separately.

If you decide you no longer need a future service that has not yet started, tell us as early as possible.

The earlier we know, the easier it may be to avoid unnecessary costs.

Travel Cancellation Affordia Health is not a travel agency.

If you cancel your trip, this does not automatically cancel or refund services already provided by Affordia Health.

Airline tickets, hotel reservations and other travel arrangements remain subject to the applicable provider's rules.

Clients should consider appropriate travel insurance where suitable.

Visa Refusal Visa decisions are made by the relevant public authorities.

Affordia Health cannot guarantee visa approval.

If a visa is refused:

Affordia services already performed remain subject to this policy, future unperformed Affordia services can be reviewed, and third-party refunds depend on the applicable provider's conditions.

Where possible, we encourage clients not to make unnecessary irreversible commitments before important travel requirements are confirmed.

Insurance Decisions An insurer may:

approve coverage, partially approve coverage, decline coverage, or request additional information.

Affordia Health cannot guarantee the insurer's decision.

A refusal by an insurer does not automatically create a refund for Affordia services already performed.

Clients remain responsible for confirming their insurance coverage before making financial commitments that depend on reimbursement.

Medical Emergencies and Unexpected Events Unexpected events can affect a healthcare journey.

Where circumstances materially change, contact Affordia Health as soon as reasonably possible.

We will review the services that remain outstanding and determine what can reasonably be:

continued, changed, postponed, cancelled, or reorganised.

Our objective is to find a practical solution where one is available.

Force Majeure Some events are outside the reasonable control of both the client and Affordia Health.

Examples may include:

natural disasters, war, civil disturbance, major government restrictions, border closures, serious infrastructure disruption, epidemics, or comparable extraordinary events.

Where such circumstances affect a healthcare journey, Affordia will assess outstanding services, completed work and committed costs individually.

Mandatory Consumer Rights Nothing in this policy is intended to remove any consumer cancellation, withdrawal, refund or other right that cannot legally be excluded.

Where mandatory law gives a client additional rights, those rights remain applicable.

If a client requests that an Affordia service begins immediately or before the expiry of an applicable statutory withdrawal period, any required consent, acknowledgement or information may be handled separately.

How to Request a Cancellation If you want to cancel an Affordia Health service, contact us as soon as possible.

Please provide:

your name, the service concerned, the date of the request, and a short explanation of what you want to cancel.

Email:

affordiahealth@gmail.com Where another communication channel has been agreed for your case, you may also contact your Affordia representative through that channel.

How Refunds Are Assessed Where a refund request is applicable, Affordia Health may review:

the agreed service, the amount paid, the work completed, the work remaining, third-party commitments, non-refundable costs, and the circumstances of cancellation.

We aim to explain the outcome clearly to the client.

Our Refund Principle Affordia Health is built around long-term trust.

We do not believe clients should pay for services that were never provided.

We also believe work genuinely performed should be recognised.

Our principle is therefore simple:

No Unnecessary Charges.

No Artificial Refund Promises.

Pay for agreed work. Keep control of future services.

Address changes transparently when they happen.

Affordia Health Clear services. Transparent payments. Fair handling when plans change.