Refund & Returns Policy

    Last Updated: August 21, 2025

    Contact: Surgery Trust – Cambridge Assured
    Future Business Centre
    Cambridge, UK, CB4 2HY
    Email: service@surgerytrust.com

    REFUND & RETURNS POLICY

    This policy covers (A) consultation unlocks and (B) surgery booking deposits paid via Surgery Trust.

    A) Consultation Unlocks ($95 per procedure)

    • What it is: Unlocking lets you send private 1:1 messages to all responding surgeons for the selected procedure.
    • Refunds for unused unlocks: Refundable within 14 days of purchase if no message was sent and no chat was started. A flat $5 processing fee applies.
    • Used unlocks: Non-refundable once you send any message or start any chat for that procedure.
    • Service issues: If a technical issue prevented use, email service@surgerytrust.com within 7 days. We'll review and aim for a fair resolution.

    B) Surgery Booking Deposits (15%)

    • What it is: When you choose a quote, reserve your date by paying a 15% deposit via Surgery Trust. The balance is paid at the clinic on surgery day.
    • Refund window: Deposit is fully refundable up to 7 full days before the scheduled surgery local time at the procedure location.
    • How to cancel: Email service@surgerytrust.com from your registered email at least 7 full days before the scheduled local surgery time. Include your name, booking ID, surgeon/clinic name, and date/time.
    • Within 7 days: The deposit becomes non-refundable starting 7 days before the scheduled surgery time.
    • Provider changes/cancellation: If the surgeon/clinic cancels or cannot honor agreed terms (price/inclusions/date) and you do not accept alternatives, your deposit is refundable.
    • No escrow / no post-op hold: We do not hold funds after surgery and are not a trustee or fiduciary of provider funds.

    C) How refunds are paid

    Refunds are issued to the original payment method within 14 days of approval. Bank times may vary.

    D) Mediation (Post-Op)

    If you believe agreed terms were not met, email service@surgerytrust.com. We provide non-binding mediation for up to 12 months post-op. You must provide supporting information (agreed quote/terms and relevant messages). We primarily consider on-platform communications; off-platform interactions may limit our ability to assess. Mediation does not replace your legal rights.