REFUND POLICY

1. OBJECTIVE:
   

To facilitate and ensure a clear and effective process through which Dr. Zamir Páez’s patients can request refunds of payments they have made.

2. SCOPE:
   

These policies apply to all decisions and actions related to refunding payments made by Dr. Zamir Páez’s patients, as well as the requirements and procedures for cancellations. Such decisions will be based on clear guidelines established by management to provide 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 repayment 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 during which a return may be submitted after a refund request has been received.

4. GENERAL REFUND POLICIES:

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

• The patient must have purchased a service offered by Dr. Zamir Páez and paid for it in full or in part.
• The patient must not have received the service for which a refund is requested, either in full or in part.
• The patient must have documentation supporting all payments for which a refund is requested.
• The patient must comply with the refund policies available on Dr. Zamir Páez’s website.
• Refunds will be processed only through the same payment method originally used by the patient, unless there is a duly justified technical impediment, in which case the refund may be made through another payment method held in the patient’s name.
• Banking fees, transfer commissions, and financial charges are nonrefundable and will be borne by the patient.
• Payments made by credit card, debit card, or payment gateway: When a payment subject to a refund was made by credit card, debit card, payment link, or any other payment collection platform, the refund amount will be reduced by the commissions, financial charges, taxes, and withholdings actually applied to the transaction. These include, but are not limited to, fees charged by the financial institution, acquiring bank, or payment gateway; value-added tax (VAT) on such fees; income tax withholding; and withholding of the Industry and Commerce Tax (reteICA), where applicable. These deductions apply to all refunds covered by this policy.

5. CANCELLATION POLICIES:

The following conditions govern cancellations:

• Refunds for Consultation Cancellations:

  When cancellation is requested at least seventy-two (72) calendar hours before the scheduled consultation, 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 payment was made. This fee covers payment collection, transaction processing, appointment scheduling and reservation, administrative management, and refund processing costs.

   

• When cancellation is communicated less than seventy-two (72) calendar hours before the scheduled consultation, fifty percent (50%) of the amount paid will be refunded. The remaining fifty percent (50%) will be retained to cover the reserved professional time, appointment availability, scheduling, and administrative management. In this case, the fixed administrative fee of COP 50,000 or USD 20 will not be charged separately, as administrative costs are included in the retained percentage.
• Payments made by credit card, debit card, or payment gateway: When a payment subject to a refund was made by credit card, debit card, payment link, or any other payment collection platform, the refund amount will be reduced by the commissions, financial charges, taxes, and withholdings actually applied to the transaction. These include, but are not limited to, fees charged by the financial institution, acquiring bank, or payment gateway; value-added tax (VAT) on such fees; income tax withholding; and withholding of the Industry and Commerce Tax (reteICA), where applicable.
• Failure to Attend a Consultation:

   

• If the patient does not attend an in-person consultation or does not join a virtual consultation at the scheduled date and time, without having requested cancellation or rescheduling within the established deadlines, the patient will forfeit the full amount paid for the consultation. This amount is nonrefundable because it covers the professional time reserved, appointment availability, and the administrative and scheduling activities carried out in preparation for the patient’s care.

• For virtual consultations, a maximum grace period of fifteen (15) minutes will be allowed. If that period expires without the patient joining the consultation or promptly reporting a verifiable technical issue, the appointment will be considered a no-show and the full amount paid will be forfeited.
• In cases of duly documented force majeure or unforeseen events, management may exceptionally consider authorizing rescheduling. This does not entitle the patient to a refund or establish a precedent for other cases.

• Rescheduling Consultations:

• The patient may request one (1) rescheduling of a consultation at no additional charge, provided the request is made at least seventy-two (72) calendar hours before the originally scheduled date and time.

• The new appointment date will be subject to availability and must fall within sixty (60) calendar days after the originally scheduled date.

• If a rescheduling request is submitted less than seventy-two (72) calendar hours before the scheduled consultation, a fee equal to fifty percent (50%) of the consultation price will apply. To reserve the new appointment, the patient must pay the corresponding outstanding amount.
• Refunds for Surgery Cancellations:

   

  Once an operating room slot has been reserved, if the patient decides to cancel surgery between sixteen (16) and thirty (30) days before the scheduled surgery date, a charge of three million Colombian pesos (COP 3,000,000) or one thousand U.S. dollars (USD 1,000) will apply to cover scheduling and operating room reservation costs. In addition, the patient will be responsible for expenses related to tests, applications, medications, nursing care, or any other expenses, as well as banking fees incurred, for services used or contracted through Dr. Zamir Páez. The remaining balance will be refunded.

• If the patient decides to cancel surgery less than fifteen (15) days before the scheduled surgery date, a charge of five million Colombian pesos (COP 5,000,000) or one thousand five hundred U.S. dollars (USD 1,500) will apply to cover scheduling, operating room reservation, and administrative costs. In addition, the patient will be responsible for expenses related to tests, applications, medications, nursing care, or any other expenses, as well as banking fees incurred, for services used or contracted through Dr. Zamir Páez. The remaining balance will be refunded.

• If the results of medical tests are unsatisfactory, one hundred percent (100%) of the amount paid will be refunded, less expenses related to tests, applications, medications, nursing care, or any other expenses, as well as banking fees incurred, for services used or contracted through Dr. Zamir Páez.

• Payments made by credit card, debit card, or payment gateway: When a payment subject to a refund was made by credit card, debit card, payment link, or any other payment collection platform, the refund amount will be reduced by the commissions, financial charges, taxes, and withholdings actually applied to the transaction. These include, but are not limited to, fees charged by the financial institution, acquiring bank, or payment gateway; value-added tax (VAT) on such fees; income tax withholding; and withholding of the Industry and Commerce Tax (reteICA), where applicable.
• Failure to Attend Surgery: Failure to appear for surgery will be treated as a cancellation made less than fifteen (15) days before the scheduled surgery date. A charge of five million Colombian pesos (COP 5,000,000) or one thousand five hundred U.S. dollars (USD 1,500) will apply to cover scheduling, operating room reservation, and administrative costs. In addition, the patient will be responsible for expenses related to tests, applications, medications, nursing care, or any other expenses, as well as banking fees incurred, for services used or contracted through Dr. Zamir Páez. The remaining balance will be refunded.

6. TIME FRAME FOR REFUND

   For all cases that meet the refund eligibility requirements, the maximum refund processing time is fifteen (15) business days from receipt of the request. If payment was made in another currency, the refund will be issued in Colombian pesos using the official Representative Market Exchange Rate (Tasa Representativa del Mercado, or TRM) in effect on the date the payment was received. Dr. Zamir Páez provides his services through Instituto de Rejuvenecimiento S.A.S. and Medicina y Cirugía Especializada de Colombia S.A.S.

     Please note that these policies are subject to change and may vary depending on the circumstances of each case. We reserve the right to assess cases individually and make refund decisions in accordance with our policies and internal considerations.

    These policies have been established to ensure appropriate cancellation management and maintain the quality of our services. If you have additional questions or need further information about our refund policies, we recommend contacting us directly for the most current and accurate details.

7. EFFECTIVE DATE OF THE POLICY

This policy takes effect on August 28, 2026, and supersedes all previous versions. 

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