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. Such decisions will be based on clear guidelines established by management, with the goal of providing patients with a transparent, consistent, and satisfactory process.

3. GLOSSARY: 
   

• Return: The act of returning a product or canceling 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.

5. CANCELLATION POLICIES:

The cancellation policies are governed by the following conditions:

• Refunds for Consultation Cancellations: To cancel a consultation and receive a full refund, the client must cancel at least 72 hours before the scheduled appointment. If the consultation is canceled with less notice, 50% of the amount paid for the consultation will be deducted for scheduling costs, and the remaining 50% will be refunded.
• 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 and banking 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 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 reservation of professional time, schedule availability, 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.

  Extraordinary expenses, payment-platform commissions, international transfer costs, foreign-exchange differences, or finance charges that exceed the administrative fee stated above may also be deducted when incurred.

• Failure to Attend a Consultation: If the patient does not attend an in-person consultation or connect to a virtual consultation on the scheduled date and time, without having previously requested cancellation or rescheduling within the established timeframes, the patient will forfeit the entire amount paid for the consultation. This amount is nonrefundable because it corresponds to reserved professional time, schedule availability, and the administrative and scheduling activities performed for the patient’s care.
  For virtual consultations, a maximum waiting period of fifteen (15) minutes will be provided. If this period elapses without the patient connecting or timely reporting a verifiable technical difficulty, the consultation will be considered a no-show, and the entire amount paid will be forfeited.
  In the event of duly documented force majeure or an unforeseen event beyond the patient’s control, management may exceptionally evaluate whether to authorize rescheduling. Such authorization will not entail a refund and will not establish a precedent for other cases.
• Rescheduling Consultations: 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.
  The new date will be subject to schedule availability and must be scheduled within the ninety (60) calendar days following the originally reserved date.
  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.
  Subsequent rescheduling requests may be treated as a cancellation of the consultation and will be subject to the refund conditions set forth in this policy.
• Refunds for Surgery Cancellations: 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, in addition to expenses for tests, applications, medications, nursing services, or any other expenses, as well as bank fees incurred by the patient for items used or contracted through Dr. Zamir Paez. The remaining amount will be refunded.
  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 will be responsible for expenses related to tests, applications, medications, nursing services, or any other expenses, as well as bank fees incurred by the patient for items used or contracted through Dr. Zamir Paez. The remaining amount will be refunded.
  If the medical test results are unsatisfactory, 100% of the amount paid will be refunded after deducting expenses for tests, applications, medications, nursing services, or any other expenses, as well as bank fees incurred by the patient for items used or contracted through Dr. Zamir Paez.
• 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 will be responsible for expenses related to tests, applications, medications, nursing services, or any other expenses, as well as bank fees incurred by the patient for items used or contracted through Dr. Zamir Paez. The remaining amount will be refunded.

6. REFUND PROCESSING TIME:

   For all cases that meet the requirements for a refund, a maximum processing period of 15 business days will apply, beginning on the date the request is received. 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 services through the companies Instituto de Rejuvenecimiento S.A.S. and Medicina y Cirugía Especializada de Colombia S.A.S.

   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 internal policies and considerations.

   These policies have been established to ensure proper management of cancellations and maintain the quality of our services. For additional questions or more information regarding our refund policies, please contact us directly to obtain the most current and accurate details.

7. POLICY EFFECTIVE DATE 

This policy becomes effective on January 23, 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.