Last updated: 25 April 2026

Terms of Service

These Terms govern your use of Refyn Health Ltd's introduction and coordination services. Refyn is a medical travel agency, not a healthcare provider. Medical care is delivered by independent, licensed clinics introduced through our platform, each operating under their own clinical, regulatory and contractual terms.

Plain-English summary: We connect you to vetted overseas clinics, coordinate your travel, hold your deposit, and stay with you through aftercare. We do not perform any medical procedure, employ any clinician, or guarantee any clinical outcome. The clinic you choose is your healthcare provider; their terms apply for the medical aspects of your care.

1. Who we are

Refyn Health Ltd (“Refyn”, “we”, “us”) is a private limited company registered in England & Wales under company number 15472301. Our role is that of a medical travel agency and introduction service — sometimes referred to as a medical tourism facilitator or coordinator. We are not regulated as a healthcare provider and do not hold any medical licence.

For the purposes of UK consumer law, we act as an agent in relation to the medical services described on our platform. The principal — the party providing the medical service — is the clinic you select.

2. What we do

Our services are limited to the following:

Matching: assessing the information you provide via our quiz and matching you with up to three clinics in our network whose published expertise, accreditations and tier appear suited to your case.
Coordination: facilitating two-way messaging with the clinic, scheduling consultations, organising travel, accommodation and ground transport, and standing by you during your trip.
Deposit handling: taking a refundable deposit through our payment processor and releasing funds to the clinic once your booking is confirmed under the conditions set out in section 7.
Aftercare: structured follow-up communication post-procedure, including 12-month check-ins and escalation to the clinic for clinical questions.

We do not provide medical advice, diagnose, prescribe, recommend specific procedures, or warrant clinical outcomes. Where we describe a clinic's techniques, accreditations, surgeons or pricing, we do so on the basis of information supplied by the clinic and our own due diligence. We endeavour to keep this information accurate but make no warranty of accuracy or completeness.

3. The clinic relationship — supplier terms apply

When you confirm a booking with a clinic, you enter into a direct contractual relationship with that clinic. Refyn is not a party to that relationship for the medical aspects of your care.

The clinic's own terms and conditions govern the medical services you receive. This includes (without limitation): the scope of treatment, surgical risks, anaesthesia, post-operative complications, follow-up, revision policy, medical records, complaints handling, professional indemnity insurance, and the regulatory body governing the clinic in the country where it operates.

Before confirming a booking, you should read and accept the clinic's terms directly. We provide links to clinic terms in your patient dashboard once a clinic accepts your enquiry. You are responsible for ensuring you understand the clinic's terms before proceeding.

Refyn does not vet, endorse or take responsibility for the content of clinic terms beyond confirming the clinic operates lawfully in its country of registration. Where any conflict arises between these Terms and the clinic's terms with respect to medical services, the clinic's terms prevail.

4. Eligibility

You may use our service only if:

You are at least 18 years old
You have legal capacity to enter into a binding contract
You are travelling for elective, scheduled medical treatment — not for emergency care
You will undergo independent pre-operative assessment by the clinic, including any tests or scans the clinic deems clinically appropriate
You have, or will arrange, appropriate medical and travel insurance for your trip

We reserve the right to decline introductions where, in our sole discretion, a request appears outside the safe scope of medical travel — for example, complex revision cases, urgent or emergency conditions, or cases where insurance, fitness-to-fly or post-operative care raise material concerns.

5. Information you provide

You agree that all information you submit through our quiz, messaging tools, or to your coordinator is true, complete and accurate to the best of your knowledge — including medical history, allergies, medications and prior procedures. The clinic will rely on this information when assessing suitability and planning your care.

Failure to disclose material medical history may result in the clinic declining to operate, or — if discovered later — may invalidate professional indemnity cover. We are not liable for any consequences of incomplete or inaccurate disclosure on your part.

6. Fees

For patients: our coordination service is provided at no additional cost to you. The total amount you pay covers the clinic's medical fee plus the travel components Refyn arranges (flights, hotel, transfers, etc.) at the rates we quote in your itinerary. The breakdown is shown on your dashboard before you confirm.

Currency & pricing: all prices are quoted in pounds sterling (GBP) unless otherwise stated. The clinic medical fee is fixed at the time of your booking confirmation. Travel components are subject to availability and may be re-quoted if not confirmed within 7 days.

7. Deposits, payment and cancellation

A non-refundable deposit (typically 20% of the total package) is taken by Refyn at the point of booking confirmation. This deposit secures the clinic slot and your travel reservations. The remaining balance is paid directly to the clinic on the day of your procedure unless the clinic specifies otherwise.

Cancellation by you: if you cancel more than 14 days before your scheduled procedure, the deposit is refundable less any non-recoverable third-party costs (e.g. non-refundable flight tickets). If you cancel within 14 days, the deposit is non-refundable.

Cancellation by the clinic: if the clinic cancels for any reason (including clinical concerns, surgeon unavailability, equipment, or force majeure), Refyn will assist you in either rebooking or obtaining a full refund of the deposit and any travel components we can recover from suppliers.

Force majeure: neither party is liable for delay or failure caused by events beyond reasonable control — including pandemic, government action, airline disruption, natural disaster or war.

8. Limitation of liability

To the maximum extent permitted by law:

Refyn's liability is limited to the coordination services described in section 2. We are not liable for clinical outcomes, complications, professional negligence, or any other matter arising from the medical services provided by the clinic.
Refyn is not liable for any loss or damage caused by the clinic, its surgeons, anaesthetists, nursing staff, or any other clinical personnel.
Refyn is not liable for failures of third-party suppliers we engage on your behalf (airlines, hotels, ground-transport providers), beyond procuring an alternative or requesting a refund where reasonably possible.
Refyn's total aggregate liability to you arising out of or in connection with these Terms shall not exceed the total fees retained by Refyn (excluding clinic and travel supplier fees) in respect of the booking giving rise to the claim.
Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded under applicable law.

9. Complaints

If you experience an issue, please tell us — we'll do our best to mediate. For clinical complaints (concerns about the medical care itself), you must raise the complaint directly with the clinic in line with their published complaints procedure, and where applicable with the regulatory body in their country.

For coordination complaints (something we did or didn't do as your agent), email complaints@refyn.health with the booking reference. We'll acknowledge within 5 working days and aim to resolve within 30 days.

10. Changes to these Terms

We may update these Terms from time to time. The version that applies to your booking is the version in force on the date you confirm the booking. We'll notify you by email if we make material changes.

11. Governing law & jurisdiction

These Terms are governed by the laws of England & Wales. Any dispute arising under or in connection with them shall be subject to the exclusive jurisdiction of the English courts. This does not affect any non-waivable consumer rights you may have under the laws of your country of residence.

12. Contact

Refyn Health Ltd · Company No. 15472301 · Registered in England & Wales. hello@refyn.health