Refunds, Cancellations & Changes Policy

This policy explains how deposits, payments, cancellations, changes and refunds are handled when you engage Oceanscape Group as a medical travel facilitator.

Oceanscape Group coordinates medical travel arrangements between clients, licensed hospitals and surgeons in Türkiye, and licensed travel providers. Oceanscape Group does not provide medical treatment or issue travel products.

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1. Deposits and Payments

Non-refundable facilitation deposit

A non-refundable facilitation deposit of NZD or AUD 1,000 is required to commence coordination of your medical travel journey.

This deposit is clearly stated on your Oceanscape Group Travel and Care Plan and covers:

• case review and onboarding,

• coordination with licensed hospitals and surgeons,

• preparation of treatment plans and quotations,

• administrative, logistical and facilitation services.

This deposit is non-refundable once coordination work has commenced.

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Hospital and treatment payments

Once your treatment plan is confirmed, a hospital or surgeon deposit (set by the treating provider) is required to secure surgeon availability, operating theatre time and your procedure date.

The final balance must be paid by the date specified in your Travel and Care Plan or hospital invoice. This allows sufficient time for international transfers and foreign exchange processing.

Payment currencies and fees

Payments may be made in NZD, AUD, EUR or TRY via approved payment methods.

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Clients are responsible for:

• currency exchange fluctuations,

• international transfer fees,

• bank or intermediary charges.

The full invoiced amount must be received. Any shortfall caused by exchange rate movement or fees must be settled before confirmation is issued.

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2. Cancellations by the Client

Before any hospital deposit is paid

• Any amounts paid, less the NZD or AUD 1,000 non-refundable facilitation deposit, may be refunded.

After hospital deposit is paid, more than 30 days before treatment

• Refunds or partial refunds are subject to the hospital’s own cancellation policy.

• Oceanscape’s facilitation deposit remains non-refundable.

Within 30 days of the treatment date

• Hospital deposits are generally non-refundable.

• A portion of the remaining balance may also be forfeited, depending on hospital policy and committed resources.

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Within 14 days of treatment or in the event of a no-show

• No refund is available due to pre-allocated theatre time, medical staffing and associated resources.

In some cases, hospitals may allow deposits to be held as a credit toward a future procedure with the same surgeon. This is entirely at the hospital’s discretion.

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3. Changes and Postponements

• One date change requested more than 30 days before treatment may be accepted, subject to surgeon and hospital availability.

• Additional changes or changes requested closer to the treatment date may incur re-booking or rescheduling fees imposed by hospitals or travel providers.

• If postponement is required for medical reasons, supporting medical documentation may allow the booking to be deferred, subject to hospital approval.

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4. Hospital or Surgeon-Initiated Changes

If your procedure is postponed or cancelled by the hospital or surgeon (for example due to emergency cases, clinical safety considerations or scheduling changes), Oceanscape Group will coordinate with the hospital to reschedule your procedure as soon as reasonably possible.

Oceanscape Group is not financially liable for provider-initiated changes but will advocate for the best available outcome under the hospital’s policies.

Any additional accommodation, flight or travel costs are governed by the relevant supplier’s terms.

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5. Travel Services

Flights, accommodation, transfers and insurance are arranged through licensed travel providers, each with their own cancellation and refund conditions.

• Some travel products are partially or fully non-refundable once issued.

• Oceanscape Group can assist with rebooking, credits or insurance claims where possible but cannot guarantee refunds from third-party suppliers.

• If cancellation is covered by your travel insurance, claims must be made directly with your insurer.

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6. Refund Timeframes

Once a refund or credit has been approved by the relevant hospital or supplier, processing may take up to six weeks, depending on international banking timeframes.

Refunds are returned to the original payment method where possible.

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7. Force Majeure and Unforeseen Events

Oceanscape Group is not responsible for cancellations or delays caused by events beyond our control, including but not limited to pandemics, natural disasters, airline disruptions or government restrictions.

Where possible, we will work with hospitals and suppliers to secure credits or alternative arrangements.

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8. Consumer Rights

Nothing in this policy limits your rights under the New Zealand Consumer Guarantees Act 1993 or other applicable New Zealand consumer protection legislation.

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9. Contact Us

For cancellation, change or refund enquiries, please contact:

📧 contactus@oceanscapegroup.com
🌐 www.oceanscapegroup.com

We aim to acknowledge requests within two business days and will confirm next steps in writing.

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Update 26 January 2026