Refunds are subject to the individual conditions of each plan purchased, as specified at the time of signing.
1. Advance Payment Policy
Advance refunds will depend on the timing and nature of the plan purchased. Refund policies may vary in cases of delays or pending payment or service obligations.
2. Evaluation of Individual Cases
Each refund request will be evaluated on a case-by-case basis to consider the feasibility of the refund. Refunds will only be considered if the patient is still in their country of origin and has not begun the process at the destination.
3. Freezing Payment Modifications
In cases of postponement, date changes are allowed only within 15 business days following the confirmation of the travel date.
4. Financial Recommendations
We suggest not traveling with large amounts of cash, as local exchange rates may be unfavorable. For safety and convenience, we recommend using digital payment methods for all transactions.
5. Refund Processing
Once a refund has been approved, Guiavital will have up to 15 business days to complete the refund. Refunds will not include any amounts retained by the national government for taxes or fees.
6. Transfer and Credit Assignment Options
Where applicable, Guiavital may offer partial refunds that allow unutilized services to be claimed in future visits, transferred to a family member, or assigned to another patient.
7. Third-Party Exclusion
This policy only covers amounts paid directly to Guiavital and does not include payments made directly to third parties with whom the patient has arranged direct payments.
8. Transaction Costs
Any interbank or bank transaction fees related to refunds will be borne by the patient.
Our Commitment to Guiavital Patients
Guiavital strives to meet and exceed each patient’s expectations, offering friendly, courteous, and supportive service at every step. We are committed to keeping open communication channels and responding promptly and empathetically to any questions or concerns regarding the refund process. We always act in good faith, committed to the well-being and satisfaction of our patients, continually seeking solutions that demonstrate our willingness to accompany them through every stage of their experience with Guiavital.
For Refund or Claim Requests
Guiavital ensures a transparent and timely process for refunds and claims. If you have any questions or concerns regarding our services, please contact us at comercial@guiavital.com.
How Do We Handle Requests?
- Response Time: We ensure that every request is responded to within 3 business days. Each case will be carefully evaluated to offer the best possible solution.
- Continuous Follow-up: We provide personalized follow-up and will keep the patient informed at every stage of the process.
- Additional Contact Channels: In addition to email, we are available through our phone lines and at our offices for additional assistance.
Guiavital acts with transparency and good faith to ensure that each request receives appropriate, friendly, and efficient attention.
For the specific clauses of your plan, please review the information sent to you at the time of purchase. Contact us at comercial@guiavital.com.
