1. Introduction
Kenana Medical is committed to providing the highest levels of transparency and clarity throughout every stage of the medical journey, including all procedures related to cancellations and refunds.
This Policy is intended to define the rights and obligations of all parties regarding the cancellation or modification of services and the applicable refund procedures, ensuring fairness, efficient resource management, and proper coordination of services reserved or arranged on behalf of the Client.
This Policy applies to all services booked or coordinated through Kenana Medical, including medical services, accommodation, transportation, and other supporting services.
2. Medical Appointments, Consultations, and Procedures
Cancellation fees vary depending on the type of service and the timing of the cancellation, as follows:
Cancellation Within the First Week of Booking
A fee equal to 10% of the service value shall be deducted to cover administrative work and coordination activities already performed.
No-Show or Cancellation on the Day of the Medical Consultation
A fee equal to 20% of the service value shall be deducted to cover the reserved appointment slot and allocated resources.
Cancellation on the Day of Surgery or Medical Procedure
A fee equal to 50% of the service value shall be deducted due to the preparatory arrangements, operational commitments, and the impact of the cancellation on medical scheduling.
These fees are intended to cover operational and administrative costs associated with the service and to encourage timely notification of any changes to the treatment plan.
3. Serviced Apartments and Medical Accommodation
Medical accommodation and serviced apartment bookings are subject to the following cancellation terms:
Cancellation More Than 30 Days Before Arrival
A fee equal to 10% of the booking value shall be deducted to cover administrative work and preliminary arrangements.
Cancellation Within Seven Days Prior to Arrival
A fee equal to 30% of the booking value shall be deducted to cover services and commitments already arranged or secured.
No-Show or Cancellation on the Arrival Date
A fee equal to 50% of the booking value shall be deducted due to the allocation of accommodations and resources specifically reserved for the Client.
4. Hotels and International Accommodation Providers
Hotel reservations and accommodation bookings are subject to the cancellation, refund, and amendment policies established by the respective hotel or accommodation provider.
Kenana Medical shall inform the Client of the applicable terms at the time of booking, including:
- Cancellation fees.
- Reservation modification policies.
- No-show charges.
- Any special terms, restrictions, or conditions imposed by the service provider.
Confirmation of the booking shall constitute the Client's acceptance of the applicable hotel or accommodation provider's terms and conditions.
5. Transportation and Airport Assistance Services
This category includes:
- Airport pick-up and drop-off services.
- Local transportation arrangements.
- Private transportation services related to the treatment program.
The following cancellation charges shall apply:
Cancellation Within the First Week of Booking
A fee equal to 10% of the service value shall be deducted to cover reservation and coordination arrangements.
Cancellation Within Two Days of the Scheduled Service or Arrival Date
A fee equal to 50% of the service value shall be deducted due to the short notice period and its impact on operational arrangements.
No-Show or Cancellation on the Day of Service
100% of the service value shall be charged due to the full allocation of vehicles, drivers, and operational resources for the Client.
6. Airline Tickets and Flight Reservations
All flight bookings are subject to the policies and conditions of the respective airline, which may vary depending on the fare type, route, and carrier regulations.
Kenana Medical shall apply the airline's policies exactly as issued and without modification.
The Client is solely responsible for reviewing and understanding the ticket conditions, including:
- Cancellation policies.
- Schedule change policies.
- Refund policies.
- No-show charges.
- Any additional fees imposed by the airline.
7. General Refund Provisions
Refund Method
Any eligible refund shall be processed through the original payment method used for the transaction whenever possible, or through another method approved by the Company in accordance with its financial procedures.
Transfer Fees and Currency Exchange Charges
Bank transfer fees, payment gateway charges, and foreign exchange differences are non-refundable, as they are imposed by independent financial institutions and are beyond the Company's control.
Non-Refundable Medical Procedures
Certain surgeries, medical procedures, or special reservations may be subject to different refund policies or may be entirely non-refundable in accordance with the policies of the hospital or healthcare provider. Where applicable, the Client shall be informed of such conditions prior to confirming the booking.
Services Already Rendered
The Client shall not be entitled to any refund for services, reservations, or procedures that have already been performed, delivered, or committed to third-party providers based on the Client's request or approval.
8. Contact and Inquiries
For any inquiries regarding this Cancellation and Refund Policy, or to submit a cancellation or modification request, Clients are encouraged to contact Kenana Medical's Customer Service Team through the Company's official communication channels.
The Company will review and respond to requests in accordance with its applicable procedures and policies.