REFUND POLICY

1. OBJECTIVE:
   

To facilitate and ensure a clear and effective process so that patients of Dr. Zamir Paez may request a refund of payments made.

2. SCOPE:
   

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

3. GLOSSARY: 
   

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

4. GENERAL REFUND POLICIES:

Money will be refunded only to the individual who contracted the service if and only if the following requirements are met:

• The individual must have purchased a service offered by Dr. Zamir Paez and made full or partial payment for the service
• The service for which the refund is requested must not have been received, either fully or partially.
• The individual must possess all proof of payment for which the refund is being requested.
• The individual must comply with the refund policies available on the Dr. Zamir Paez website.

5. CANCELLATION POLICIES:

Cancellation policies are governed by the following conditions:

• Consultation cancellation refunds: To request the cancellation of a consultation and receive a full refund, the client must cancel at least 72 hours prior to the scheduled appointment. If the consultation is canceled with less notice, 50% of the consultation fee will be deducted for scheduling costs, and the remaining 50% will be refunded.

• Surgery cancellation refunds: Once a surgical slot has been reserved, if surgery is canceled between 16 and 30 days prior to the scheduled date, a charge of COP $3,000,000 or USD $1,000 will apply for costs related to scheduling and reserving the surgical slot, in addition to expenses for exams, applications, medications, nursing services, or any other expenses, as well as banking fees incurred by the patient that have been used and contracted with Dr. Zamir Paez. The remaining balance will be refunded. If surgery is cancelled with less than 15 days’ notice prior to the scheduled date, a charge of COP $5,000,000 or USD $1,500 will apply for costs related to scheduling, surgical slot reservation, and administrative expenses. Additionally, the patient must assume the costs of exams, applications, medications, nursing services, or any other expenses, as well as banking fees incurred by the patient that have been used and contracted with Dr. Zamir Paez. The remaining balance will be refunded. If medical exam results are not satisfactory, a 100% refund of the amount paid will be issued, deducting expenses for exams, applications, medications, nursing services, or any other expenses, as well as banking fees incurred by the patient that have been used and contracted with Dr. Zamir Paez.

• Failure to attend consultation: No refunds will be issued for consultations not attended without prior cancellation. Payments made for the service will not be refundable.
  Failure to attend surgery: Failure to attend surgery will be interpreted as cancellation with less than 15 days’ notice prior to the scheduled surgery date. A charge of COP $5,000,000 or USD $1,500 will apply for scheduling, surgical slot reservation, and administrative costs. Additionally, the patient must assume the costs of exams, applications, medications, nursing services, or any other expenses, as well as banking fees incurred by the patient that have been used and contracted with Dr. Zamir Paez. The remaining balance will be refunded.

6. REFUND PROCESSING TIME:

For all cases that meet the refund requirements, a maximum processing period of 15 business days is established, counted from the date the request is received. If payments were made in another currency, the refund will be issued in Colombian pesos, based on the Representative Market Rate (TRM) in effect on the date the payment was received. Dr. Zamir Paez provides services through the companies 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 situation. 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 require further information regarding our refund policies, we recommend contacting us directly to obtain the most up-to-date and accurate details