Refund Policy
When a payment is refunded, when it is not, and why.
Last updated: November 2026
Scope of this policy
This policy applies to every amount paid to the clinic in advance — online, by card, or in cash at reception — whether it is a surgery booking deposit or a consultation booking fee. Making a payment means accepting the terms below.
1. Surgery booking deposits are non-refundable
Once a surgery date is confirmed, the deposit is non-refundable.
A booking is not simply a date in a calendar. As soon as it is confirmed, the clinic begins procuring what your operation specifically requires — including items ordered and shipped in your name and to your measurements that cannot be used for another patient — alongside reserving operating-room time and the surgical team. The clinic commits to those arrangements before the day of surgery, and cannot reverse them if the booking is cancelled.
Cancellation or postponement by the patient, or failure to attend on the surgery date, does not entitle you to a refund of the deposit.
Some situations are excepted:
- The clinic cancels or postpones the surgery for its own reasons, or something already dispatched for your surgery — such as the lens — is held up in transit by shipping, flights or customs clearance. In these cases your deposit moves in full to the earliest alternative date that suits you; if no date can be agreed within four weeks, it is refunded in full.
- Your surgery depends on a cornea suitable for your case becoming available. We do not operate with tissue the surgeon is not satisfied with, and that standard is never relaxed to meet a date — so no maximum waiting time is set, and the wait may be a long one. You will hear from the clinic at least every four weeks for as long as it lasts. Ending that wait is yours alone to decide: if you choose to withdraw at any point before a surgery date is set, your deposit is refunded in full. This exception applies only to surgery waiting on a suitable cornea, and does not extend to any other booking.
- Pre-operative assessment finds you are not a medical candidate for the procedure, or a medical condition arises that makes it unsafe to proceed. In this case the deposit is refunded in full, or moved to an alternative date — your choice.
2. Consultation booking fees — the 24-hour rule
If you have paid a consultation booking fee in advance:
Cancelled at least 24 hours before the appointment: the fee is refunded in full, or moved to another appointment — whichever you prefer.
No-show, or cancelled less than 24 hours ahead: the fee is forfeited and is not refunded. An appointment that is not released in time stays reserved in your name and is denied to another patient who was waiting for it.
The 24 hours are counted from the start time of the booked appointment. To cancel, call the clinic or send a WhatsApp message to the number below before the deadline passes.
How to request a refund
- Call the clinic or message it on WhatsApp at the number below.
- Give the patient name, the registered phone number, the appointment date and the amount paid.
- Requests are reviewed and decided within three working days, and the answer is sent to your registered number.
How and when refunds are paid
- Payments made online or by card are refunded to the same card used to pay. They cannot be redirected to a different card or account.
- Payments made in cash at reception are refunded in cash at the clinic.
- Once approved, a card refund normally takes 7 to 14 working days to appear on your statement. That period depends on your issuing bank and the payment provider, and is outside the clinic's control.
- Refunds are issued in the currency paid and for the amount paid, with no compensation for exchange-rate differences.
Contact us about a refund
Phone and WhatsApp: +20 111 118 2081
Email: ask@cornea.clinic