REFUND POLICY

1. OBJECTIVE:
   

To facilitate and ensure a clear and effective process through which Dr. Zamir Paez’s patients may request a refund of payments made.

2. SCOPE:
   

These policies apply to all decisions and actions related to refunds of payments made by Dr. Zamir Paez’s patients, as well as to the requirements and procedures for cancellations. These decisions will be based on clear guidelines established by management, with the aim of providing patients with a transparent, consistent, and satisfactory process.

3. GLOSSARY: 
   

• Return: The act of returning a product or cancelling a service and receiving a refund or credit.
• Refund: The return of money paid for a product or service.
• Return Policy: A set of rules and guidelines established by the company that govern return procedures.
• Return Period: The period within which a return may be submitted after the return request is received.

4. GENERAL REFUND POLICIES:

Money will be refunded only to the person who purchased the service, provided that all of the following requirements are met:

• The person purchased a service offered by Dr. Zamir Paez and made full or partial payment for the service.
• The person has not received, either in whole or in part, the service for which the refund is requested.
• The person has all supporting documentation for the payment or transfer of the funds being requested back.
• The person complies with the refund policies available on Dr. Zamir Paez’s website.
• The refund will be issued only through the same payment method used by the patient, unless a duly justified technical impossibility exists, in which case it may be issued to another payment method held in the patient’s name.
• Bank fees, transfer commissions, and finance charges are nonrefundable and will be borne by the patient.
• Payments made by credit card, debit card, or payment gateway: When the payment to be refunded was made by credit card, debit card, payment link, or any other payment collection platform, the refundable amount will be reduced by the commissions, financial charges, taxes, and withholdings actually applied to the transaction, including, among others, the fee charged by the financial institution, acquiring bank, or payment gateway; the value-added tax (VAT) generated on that fee; income tax withholding; and the industry and commerce tax withholding (reteICA), when applicable. These deductions will apply to all refunds covered by this policy.

5. CANCELLATION POLICIES:

The cancellation policies are governed by the following conditions:

• Refunds for Consultation Cancellations:

  When a cancellation is requested at least seventy-two (72) calendar hours in advance, the amount paid will be refunded after deducting an administrative fee of fifty thousand Colombian pesos (COP $50,000) or twenty U.S. dollars (USD $20), depending on the currency in which the payment was made. This fee covers payment collection costs, transaction processing, appointment reservation, administrative management, and refund processing.

  When a cancellation is communicated less than seventy-two (72) calendar hours in advance, fifty percent (50%) of the amount paid will be refunded. The remaining fifty percent (50%) will be retained for the reserved professional time, schedule availability, appointment scheduling, and administrative management. In this case, the fixed fee of COP $50,000 or USD $20 will not be charged in addition, because the administrative costs are included in the retained percentage.
• Payments made by credit card, debit card, or payment gateway: When the payment to be refunded was made by credit card, debit card, payment link, or any other payment collection platform, the refundable amount will be reduced by the commissions, financial charges, taxes, and withholdings actually applied to the transaction, including, among others, the fee charged by the financial institution, acquiring bank, or payment gateway; the value-added tax (VAT) generated on that fee; income tax withholding; and the industry and commerce tax withholding (reteICA), when applicable.
• Failure to Attend a Consultation:

  For virtual consultations, a maximum waiting period of fifteen (15) minutes will be allowed. If this period expires without the patient connecting or promptly reporting a verifiable technical difficulty, the consultation will be considered a no-show and the full amount paid will be forfeited.

  In the event of duly substantiated force majeure or unforeseen circumstances, management may, on an exceptional basis, evaluate whether to authorize rescheduling. Such authorization will not imply a refund and will not establish a precedent for other cases.

  If the patient does not attend an in-person consultation or does not connect to a virtual consultation on the scheduled date and time, without having previously requested cancellation or rescheduling within the established time frames, the patient will forfeit the full amount paid for the consultation. This amount will be nonrefundable because it corresponds to the reserved professional time, schedule availability, and the administrative and scheduling activities performed for the patient’s care.
• Rescheduling Consultations:

  The new date will be subject to schedule availability and must be set within sixty (60) calendar days after the date originally reserved.

  When a rescheduling request is submitted less than seventy-two (72) calendar hours in advance, a fee equal to fifty percent (50%) of the consultation fee will apply. To reserve the new date, the patient must pay the corresponding balance.The patient may request a one-time rescheduling of the consultation at no additional charge, provided the request is made at least seventy-two (72) calendar hours before the originally scheduled date and time.
• Refunds for Surgery Cancellations:

  
  If the surgery is canceled less than 15 days before the scheduled surgery date, a fee of COP $5,000,000 or USD $1,500 will apply for costs related to scheduling, reserving the surgical slot, and administrative expenses. In addition, the patient must cover expenses for examinations, applications, medications, nursing services, or any other expense, as well as bank charges incurred by the patient for services used and contracted through Dr. Zamir Paez. The remaining amount will be refunded.

  
  If the medical examination results are not satisfactory, 100% of the amount paid will be refunded, less expenses for examinations, applications, medications, nursing services, or any other expense, as well as bank charges incurred by the patient for services used and contracted through Dr. Zamir Paez.

   

  Payments made by credit card, debit card, or payment gateway: When the payment to be refunded was made by credit card, debit card, payment link, or any other payment collection platform, the refundable amount will be reduced by the commissions, financial charges, taxes, and withholdings actually applied to the transaction, including, among others, the fee charged by the financial institution, acquiring bank, or payment gateway; the value-added tax (VAT) generated on that fee; income tax withholding; and the industry and commerce tax withholding (reteICA), when applicable..Once the surgical slot has been reserved, if the surgery is canceled between 16 and 30 days before the scheduled surgery date, a fee of COP $3,000,000 or USD $1,000 will apply for costs related to scheduling and reserving the surgical slot, plus expenses for examinations, applications, medications, nursing services, or any other expense, as well as bank charges incurred by the patient for services used and contracted through Dr. Zamir Paez. The remaining amount will be refunded.
• Failure to Attend Surgery: Failure to attend the surgery will be treated as a cancellation made less than 15 days before the scheduled surgery date. A fee of COP $5,000,000 or USD $1,500 will apply for costs related to scheduling, reserving the surgical slot, and administrative expenses. In addition, the patient must cover expenses for examinations, applications, medications, nursing services, or any other expense, as well as bank charges incurred by the patient for services used and contracted through Dr. Zamir Paez. The remaining amount will be refunded.

6. TIME FRAME FOR REFUND –

   For all cases that meet the requirements for a refund, a maximum period of 15 business days is established, counted from receipt of the request. If payments were made in another currency, the refund will be issued in Colombian pesos using the Representative Market Exchange Rate (TRM) in effect on the date the funds were received. Dr. Zamir Paez provides his services through Instituto de Rejuvenecimiento SAS and Medicina y Cirugía Especializada de Colombia SAS.

      It is important to note that these policies are subject to change and may vary depending on the specific circumstances. We reserve the right to evaluate each case individually and make refund decisions based on our policies and internal considerations.

      These policies have been established to ensure proper management of cancellations and to maintain the quality of our services. If you have any additional questions or need more information about our refund policies, we recommend contacting us directly to obtain the most current and accurate details.

7. EFFECTIVE DATE OF THE POLICY

This policy becomes effective on August 28, 2026 and supersedes any prior version.

These policies are governed by Colombian law. Any dispute will be resolved in accordance with the laws of the Republic of Colombia.