Refund & Cancellation Policy
Care N Tour Last Updated: 23 June 2026
1. Purpose of this Policy
This Refund & Cancellation Policy explains when payments made to Care N Tour may be refunded, partially refunded, credited, or treated as non-refundable.
Care N Tour provides medical travel coordination services, including treatment planning support, coordination with medical providers, travel and accommodation support, airport transfers, local assistance, concierge services, and follow-up coordination. Certain parts of a patient journey may be provided directly by independent hospitals, doctors, clinics, hotels, airlines, transportation providers, laboratories, insurers, translators, or other third-party partners.
This Policy applies to payments made directly to Care N Tour. It does not replace the cancellation, refund, or medical consent policies of hospitals, doctors, clinics, hotels, airlines, insurance providers, government authorities, or other third-party service providers.
2. Free Initial Enquiries
Submitting an enquiry, requesting a free consultation, or completing the initial Care N Tour intake form does not require payment.
No refund issue arises unless the patient, companion, corporate client, referral partner, or payer has made a confirmed payment to Care N Tour.
3. Package Confirmation and Payment
A treatment or travel package is considered confirmed only when:
- Care N Tour has issued a written confirmation, quotation, invoice, payment link, package summary, or similar document; and
- The required deposit, advance payment, or full payment has been received.
The confirmed package may include one or more of the following:
- Care N Tour coordination fees;
- medical provider deposits or fees;
- hospital, clinic, doctor, or diagnostic service fees;
- accommodation bookings;
- airport transfer or local transportation costs;
- translation, concierge, or patient support services;
- travel support services;
- companion arrangements;
- administrative, banking, payment gateway, or currency conversion charges;
- other services agreed in writing.
Refund eligibility depends on the type of payment, the timing of cancellation, the services already performed, and any non-refundable third-party commitments.
4. Statutory Rights
Nothing in this Policy limits any mandatory rights available to the patient or payer under applicable law.
Where applicable law gives the patient a stronger refund, cancellation, or consumer-protection right than this Policy, the applicable law will prevail.
Where a service has a proven defect or deficiency attributable to Care N Tour, Care N Tour may, depending on the nature of the service and applicable law, re-perform the service, correct the deficiency, issue a partial refund, or issue a full refund for the affected service.
5. General Refund Principle
Care N Tour will refund amounts that are:
- paid directly to Care N Tour;
- not yet earned by Care N Tour;
- not already spent or committed to third-party providers;
- not related to services already performed; and
- legally or contractually refundable.
Care N Tour cannot guarantee refunds for amounts already paid or committed to third parties unless those third parties approve and return the funds to Care N Tour.
6. Cancellation by the Patient Before Services Begin
If a patient cancels before Care N Tour has started coordination work and before any third-party booking, appointment, provider deposit, travel booking, accommodation booking, or administrative processing has been made, the patient may receive a full refund of amounts paid to Care N Tour, less any bank, payment gateway, or currency conversion fees that cannot be recovered, unless applicable law requires otherwise.
7. Cancellation After Work Has Started
Once Care N Tour has started providing services, refunds are assessed based on the work already completed and the costs already incurred.
Services that may be treated as performed or partially performed include, without limitation:
- medical file review coordination;
- specialist matching;
- provider communication;
- appointment scheduling;
- treatment planning;
- quotation preparation after clinical review;
- travel itinerary preparation;
- accommodation coordination;
- transfer coordination;
- translation or interpretation preparation;
- companion arrangements;
- concierge support;
- emergency or urgent coordination;
- follow-up coordination.
Care N Tour may deduct the value of performed services, administrative work, payment processing fees, and non-refundable third-party charges before calculating any refund.
8. Cancellation Timeline
Unless a package confirmation states different cancellation terms, the following general cancellation framework applies to Care N Tour coordination fees:
| Timing of Cancellation | Refund Treatment |
|---|---|
| Within 14 days of online payment and before Care N Tour or any third party has started providing the service | Full refund, subject to applicable law and unrecoverable banking/payment charges |
| 21 or more days before scheduled arrival or first confirmed medical appointment | Refund of unused Care N Tour coordination fees, less services already performed and non-refundable third-party costs |
| 8-20 days before scheduled arrival or first confirmed medical appointment | Partial refund may be available after deducting performed services, administrative work, and third-party costs |
| 7 days or less before scheduled arrival or first confirmed medical appointment | Care N Tour coordination fees are generally non-refundable; recoverable third-party amounts may be refunded if returned by the third party |
| No-show, late arrival, or cancellation after the scheduled service date | Generally non-refundable, except for unused third-party amounts that are actually recovered |
Care N Tour may offer a credit or rescheduling option instead of a refund where this is practical and accepted by the patient.
9. Medical Provider Fees and Deposits
Hospitals, doctors, clinics, laboratories, imaging centers, and other medical providers may have their own cancellation and refund terms.
Medical provider fees may be non-refundable once:
- the appointment has been confirmed;
- the provider has reserved operating room, clinic, doctor, or diagnostic capacity;
- the patient has completed consultation, examination, testing, imaging, procedure, or treatment;
- medical supplies, implants, medications, laboratory work, or customized items have been ordered;
- the provider's own policy classifies the payment as non-refundable.
If a medical provider refunds any amount to Care N Tour, Care N Tour will pass the refunded amount to the payer after deducting any lawful or agreed charges owed to Care N Tour.
10. Travel, Accommodation, and Third-Party Services
Flights, hotels, serviced apartments, transport providers, visa support providers, insurance providers, translation providers, tour operators, and other third-party services are subject to the refund and cancellation terms of the relevant provider.
The following are generally non-refundable unless the relevant third party agrees otherwise:
- flight tickets;
- visa or government fees;
- hotel or accommodation deposits;
- transport booking charges;
- medical insurance premiums;
- laboratory or diagnostic charges already incurred;
- bank charges;
- payment gateway fees;
- currency conversion losses;
- special requests or customized arrangements;
- urgent or last-minute booking charges.
Care N Tour is not responsible for airline delays, visa refusal, immigration refusal, hotel policy changes, weather disruption, strikes, government restrictions, or third-party service failures, except where the issue was caused directly by Care N Tour's proven fault.
11. Rescheduling
Care N Tour will make reasonable efforts to help patients reschedule confirmed services when medically, operationally, or personally necessary.
Rescheduling is subject to:
- doctor, hospital, and clinic availability;
- accommodation and transport availability;
- visa and travel feasibility;
- medical suitability;
- third-party approval;
- any applicable price differences or change fees.
A rescheduling request does not automatically create a right to refund. If a patient chooses not to proceed after a reasonable rescheduling option is available, the normal cancellation terms will apply.
12. Medical Unsuitability or Change in Treatment Plan
Medical decisions are made by licensed medical providers, not by Care N Tour.
If a doctor or hospital determines that the patient is not medically suitable for the requested treatment, or that a different treatment plan is required, Care N Tour will assist the patient with available options, which may include:
- revising the treatment plan;
- seeking another medical opinion;
- rescheduling;
- applying unused amounts to another eligible service;
- requesting a refund of unused and recoverable amounts from relevant providers.
Fees for completed consultations, tests, imaging, medical reviews, coordination work, travel services, accommodation, transfers, or other services already provided will not normally be refundable.
13. Patient Information and Documentation
Patients must provide accurate, complete, and up-to-date medical, personal, travel, and payment information.
Care N Tour may deny or reduce a refund where cancellation, delay, refusal of service, or additional cost results from:
- incomplete or inaccurate medical information;
- failure to disclose material medical history, medication, allergy, pregnancy status, previous surgery, or diagnosis;
- invalid or insufficient travel documents;
- failure to obtain required visas or travel permissions;
- failure to attend appointments on time;
- refusal to follow provider instructions;
- misconduct, abusive behavior, or safety risk;
- breach of Care N Tour's terms or written instructions.
14. Clinical Outcomes
Care N Tour does not guarantee a specific medical result, aesthetic outcome, recovery speed, pregnancy outcome, surgical result, or clinical improvement.
A completed medical service is not refundable solely because the patient is dissatisfied with the medical outcome, provided the service was performed. Any clinical complaint will be reviewed with the relevant medical provider according to the provider's complaint, consent, and medical review procedures.
This does not limit any legal rights available to the patient in cases of proven negligence, malpractice, fraud, material misrepresentation, or defective service.
15. Cancellation by Care N Tour
Care N Tour may cancel, suspend, or decline to proceed with a service where:
- the requested service is medically unsafe or unsuitable;
- the required provider is unavailable and no suitable alternative is available;
- the patient provides inaccurate or incomplete information;
- payment is not received on time;
- the patient breaches written terms or safety requirements;
- legal, regulatory, travel, security, or force majeure circumstances prevent performance.
If Care N Tour cancels for reasons not caused by the patient and no suitable alternative can be provided, Care N Tour will refund unused amounts paid directly to Care N Tour, less any non-refundable third-party costs and services already performed.
16. Force Majeure
Care N Tour is not liable for delay, cancellation, or failure to perform caused by events outside its reasonable control, including but not limited to natural disasters, epidemic or public health restrictions, war, civil unrest, strikes, airline disruption, government action, border closure, visa restrictions, cyber incidents, hospital emergency closures, or provider unavailability.
In such cases, Care N Tour will use reasonable efforts to reschedule the service or recover refundable third-party amounts.
17. How to Request a Refund
Refund requests must be submitted in writing to:
Email: info@carentour.com Phone / WhatsApp: +20 122 9503333 Office: Office 23, Building D, Agora Mall, New Cairo, Egypt
The request should include:
- patient name;
- payer name, if different;
- booking or invoice reference;
- payment receipt;
- reason for refund request;
- requested refund amount;
- supporting documents, if applicable;
- preferred contact details.
18. Refund Review and Processing Time
Care N Tour will review refund requests in good faith.
Unless applicable law requires a shorter period:
- Care N Tour will aim to acknowledge refund requests within 2 business days;
- Care N Tour may request additional documents or third-party confirmation;
- Care N Tour will aim to issue a refund decision within 10 business days after receiving all required information;
- approved refunds will usually be processed within 14 business days after approval.
Banks, card issuers, payment gateways, and international transfers may require additional processing time.
Refunds will normally be made to the original payment method unless Care N Tour agrees otherwise in writing.
19. Currency and Bank Charges
Refunds will be calculated in the currency received by Care N Tour or in the currency stated on the invoice.
Care N Tour is not responsible for:
- exchange rate fluctuations;
- intermediary bank fees;
- card issuer fees;
- payment gateway deductions;
- foreign transaction fees;
- currency conversion losses.
Where permitted by law, such amounts may be deducted from the refund.
20. Chargebacks and Payment Disputes
Patients are encouraged to contact Care N Tour before initiating a chargeback or payment dispute.
If a chargeback is initiated while a refund request is being reviewed, Care N Tour may suspend the refund process until the bank, card issuer, or payment provider completes its investigation.
21. Complaints and Escalation
If a patient disagrees with a refund decision, the patient may request escalation to Care N Tour's management or legal team by contacting:
Email: info@carentour.com
Care N Tour will review the matter with reference to the confirmed package, payment records, services performed, third-party terms, applicable law, and any supporting evidence provided by the patient.
22. Governing Law
This Policy is governed by the laws of the Arab Republic of Egypt, without prejudice to any mandatory consumer-protection rights that may apply.
Where the English and Arabic versions differ, both versions are intended to have the same meaning. To the extent required by Egyptian law or competent Egyptian authorities, the Arabic version shall prevail.