CONSULT-IST
REFUND AND CANCELLATION POLICY
This Refund and Cancellation Policy (“Policy”) sets out the conditions under which the Buyer may cancel the service and request a refund for services purchased from CONSULT-IST via the website www.consult-ist.com.
1. PARTIES
1.1. SERVICE PROVIDER
Title: CONSULT-IST
Name – Surname: Yüksel Uysal
Address: EVLİYA ÇELEBİ MAH. NAZAN SK. NO: 2 İÇ KAPI NO: 6 TUZLA / İSTANBUL
Website: https://www.consult-ist.com
E-mail: info@consult-ist.com
1.2. BUYER (CLIENT)
Name – Surname: ………………………………………
Address: ………………………………………
E-mail: ………………………………………
(The information entered by the Buyer on the website is taken as the basis.)
2. SCOPE OF THE POLICY
This Policy applies to consultancy, organization and coordination services (“Service”) provided by CONSULT-IST in the fields of health tourism, hair transplantation, aesthetic procedures, dental treatment, accommodation, transfer and related arrangements purchased through www.consult-ist.com.
By confirming the order and this Policy on the website, the Buyer is deemed to have accepted the refund and cancellation conditions set out below.
3. GENERAL PRINCIPLES
- The Service may include non-refundable items such as flight tickets, hotel reservations, hospital/clinic reservations, third-party service fees and similar costs.
- Refunds are always evaluated based on the total amount paid by the Buyer and the non-refundable costs already incurred on behalf of the Buyer.
- Where applicable, bank fees, payment gateway commissions and currency conversion costs are borne by the Buyer and are deducted from the refundable amount.
4. RIGHT OF WITHDRAWAL (BEFORE SERVICE STARTS)
4.1. If the performance of the Service has not started and no binding non-refundable booking has been made (such as fixed-date flight tickets, non-refundable hotel reservations, hospital/clinic bookings), the Buyer may cancel the service within 14 (fourteen) days from the conclusion of the distance contract.
4.2. In this case, the Service Provider may deduct any documented costs already incurred on behalf of the Buyer (such as bank charges, intermediary commissions or pre-booking fees) from the refund amount and refund the remaining balance to the Buyer.
5. CANCELLATION BY THE BUYER
5.1. Cancellation Before Confirmed Bookings
If the Buyer cancels before any confirmed and paid booking (flight, hotel, hospital/clinic, transfer, etc.) is made in his/her name, the Service Provider shall refund the service fee received, after deducting any documented transaction costs (bank/payment gateway fees, etc.).
5.2. Cancellation After Confirmed Bookings
If the Buyer cancels after confirmed bookings have been made in his/her name (such as flight tickets, hotel bookings, hospital/clinic appointments, transfer reservations), the following rules apply:
- Non-refundable amounts charged by third parties (airlines, hotels, clinics, transport companies, etc.) are not refundable to the Buyer.
- Any cancellation penalties or change fees applied by these third parties are fully borne by the Buyer.
- If a portion of the amount paid is still refundable by third parties, such refundable amount (after deduction of bank and transaction fees) may be returned to the Buyer.
5.3. Cancellation After Service Has Started
If the Buyer cancels after the Service has started (for example, arrival in Türkiye, start of hospital/clinic process, check-in at hotel, transfer being provided), the following applies:
- The part of the Service that has already been provided or committed (accommodation days used, transfers, consultations, hospital procedures started, etc.) is not refundable.
- If the remaining unused portion of the Service can be partially refunded by third parties, only that refundable amount (minus commissions and bank fees) may be returned to the Buyer.
6. NON-REFUNDABLE CASES
Refunds will not be made in the following situations:
- No-show or late arrival of the Buyer for flights, hotel check-ins, hospital/clinic appointments and similar services, leading to the loss of the booking.
- Cancellations or changes caused by missing or incorrect documents (passport, visa, permit, health reports, etc.) due to the Buyer’s fault.
- The Buyer’s refusal to continue the process on his/her own decision, despite the Service being available and ready.
- Additional costs arising from the Buyer’s personal preferences, last-minute changes, upgrades or extra services requested outside the original package.
7. CANCELLATION BY THE SERVICE PROVIDER
7.1. If the Service Provider is unable to provide the Service due to reasons not attributable to the Buyer (such as operational issues, partner clinic/hospital cancellation, etc.) and no equivalent alternative can be offered, the Buyer is entitled to a refund of the portion of the service fee corresponding to the unperformed part of the Service.
7.2. If the Service cannot be provided due to force majeure events (natural disasters, war, epidemic, border closure, government decisions, etc.), the rules in the distance sales contract and this Policy apply. In such cases, non-refundable amounts already paid to third parties are not refundable to the Buyer.
8. REFUND PROCEDURE
8.1. All refund requests must be submitted by the Buyer in writing to info@consult-ist.com together with relevant documentation (booking details, payment receipts, cancellation reasons, etc.).
8.2. If the refund request is accepted, the Service Provider will initiate the refund process within 14 (fourteen) days. The refund will be made using the same payment method used by the Buyer, unless otherwise agreed.
8.3. Processing times of banks, payment institutions and intermediaries may extend the time until the amount appears in the Buyer’s account. The Service Provider is not responsible for such delays.
9. SERVICE QUALITY AND MEDICAL RESULTS
9.1. Health, aesthetic and medical procedures are provided by independent hospitals, clinics and doctors. Medical results may vary from person to person depending on individual health conditions and other factors.
9.2. Dissatisfaction with medical or aesthetic results alone does not constitute a ground for a refund from CONSULT-IST, as CONSULT-IST acts as an organizer and coordinator, not as the medical service provider.
10. COMPLAINTS AND DISPUTES
10.1. The Buyer may submit any complaints regarding refunds, cancellations or the Service in writing to info@consult-ist.com.
10.2. Turkish Law applies to this Policy. In consumer disputes, the Buyer may apply to the Consumer Arbitration Committees or Consumer Courts located at his/her place of residence or where the Service Provider is based.
11. ENTRY INTO FORCE
By confirming the order and this Policy electronically on www.consult-ist.com, the Buyer accepts, declares and undertakes that he/she has read and understood the refund and cancellation conditions and approves them.
SERVICE PROVIDER
CONSULT-IST – Yüksel Uysal
BUYER
(Approved electronically.)