1 . DEFINITIONS
(a) Coordination Fee means the payment made by the Client to the Facilitator for its Services.
(b) Client, you, your means the person who has engaged the Facilitator for services such as facilitating quotes and access to Medical Providers and organising accommodation to enable the Client’s access to those services (Services).
(c) Facilitator, us, our, we means COS MEDCONNECT PTY LTD ACN 684 251 983.
(d) Medical Provider means any doctor, surgeon, specialist or healthcare professional referred to the Client by the Facilitator.
(e) Third-party Provider means any other third parties including hospitals, accommodation partners, recovery centres, and any other vendors not owned or operated by the Facilitator.
(f) Virtual Consultation means any online consultation arranged by the Facilitator between the Client and a Medical Provider.
2. INTRODUCTION
(a) This Cancellation and Refund Policy (Policy) outlines the terms and conditions under which cancellations and refunds are permitted in connection with the services/products that we provide.
(b) By engaging our services, you agree to be bound by this Policy.
(c) In the event of any inconsistency or conflict between this Policy and the terms of any service agreement you have entered into with us, the terms of that service agreement will prevail to the extent of the inconsistency, unless otherwise expressly agreed in writing by both parties.
(d) We may update this Policy at any time without prior notice to you. Any changes will take effect immediately upon being posted on our website or otherwise communicated to you. It is your responsibility to review the Policy regularly to stay informed of any updates. By continuing to use our services after changes are made, you agree to be bound by the updated Policy.
3. CANCELLATION PROCESS
(a) All cancellations must be made in writing and submitted via email to hello@cosmedconnect.com and include the following information:
- your full name;
- your booking details; and
- the reason for the cancellation.
(b) The effective date of cancellation is the date on which we receive the written notice. Verbal cancellations or notices sent via other communication methods will not be accepted.
(c) Upon receipt of the cancellation notice, we will confirm acknowledgement of your cancellation in writing within 2 business days. Any applicable refunds or fees will be processed in accordance with this Policy.
4. CANCELLATION PERIOD
(a) You must provide written notice of cancellation in accordance with this clause 3 (Cancellation Process) at least 14 days before the confirmed surgery date to be eligible for either a partial or whole refund.
(b) The amount of any refund will be subject to the terms set out in Clause 5 (Cancellation Fees).
5. CANCELLATION FEES
5.1. NON-REFUNDABLE COSTS
(a) Despite anything else in this Agreement, the following costs are strictly non-refundable under any circumstances:
(i) The first $350 of your Coordination Fee, which is allocated to cover the Facilitator’s costs associated with coordination and administration services;
(ii) Third-party provider charges (e.g. virtual consultation fees, surgeon deposits, hospital fees, hotels, pathology);
(iii) Payment gateway, currency conversion, or bank transfer fees;
(iv) Costs related to personal decisions, missed travel, visa issues, or delays;
(v) Any cost that would reasonably have been covered by appropriate travel insurance; and
(vi) All other cancellation-related fees and refund entitlements are set out below.
5.2. GENERAL CANCELLATIONS (Coordination Fee refunds)
You may cancel your booking at any time prior to the confirmed surgery date. The amount of any refund available will depend on the number of days between the date we receive the written cancellation notice and the scheduled surgery date, as follows:
(a) More than 30 days prior: Eligible for a refund of $350
(b) Between 14 and 30 days prior: Eligible for a refund of $175
(c) Less than 14 days prior: No refund will be issued
(d) If you attend a virtual consultation and choose not to proceed with the surgery, you acknowledge and agree that the virtual consultation fee(s) are non-refundable.
5.3. CANCELLATIONS DUE TO NON-DISCLOSURE OR NON-COMPLIANCE
If your procedure is cancelled due to your failure to disclose relevant medical information or to comply with pre-operative requirements, the following will apply:
(a) The Facilitator may charge an Administration Fee of $500, to cover the time and costs associated with processing the cancellation, liaising with third-party providers, and managing any related arrangements;
(b) The Client acknowledges that any Medical Provider, hospital, accommodation provider, transport provider or other third-party supplier may charge cancellation fees or retain some or all amounts paid to them in accordance with their own terms and conditions.
(c) The Client is not entitled to any refund of the Coordination Fee.
5.4 CANCELLATIONS IN THE INTEREST OF MEDICAL SAFETY
(a) If your procedure is cancelled in the interest of medical safety based on findings from in-person assessments or testing (and not due to your non-disclosure), the following will apply:
(i) An Administration Fee of $500 may be charged;
(ii) The Coordination Fee will be dealt with in accordance with clause 2; and
(iii) You will be responsible for any third-party costs already incurred (including but not limited to, consultation fees with Medical Providers, pre-operative tests, hospital preparation or deposit fees, accommodation and transfer costs).
5.5. CANCELLATIONS DUE TO FINANCE DENIAL
If your payment plan or loan application is declined and you provide us with written proof within 10 Business Days of paying the Coordination Fee, we will refund your Coordination Fee after deducting an Administration Fee of $200.
6. CANCELLATIONS DUE TO TRAVEL, VISA AND ENTRY
6.1. MEDICAL FITNESS UPON ARRIVAL
If you travel and are subsequently found to be medically unfit for surgery upon arrival, we accept no liability for any costs incurred. You will be solely responsible for any additional accommodation, transportation, or related expenses.
6.2. VISA AND ENTRY REQUIREMENTS
(a) We accept no liability if you are denied entry to the country where the procedure will take place, for any reason, including but not limited to visa issues, immigration decisions, or failure to meet health or documentation requirements.
(b) In such cases, no refunds will be issued, and you will be responsible for any associated costs or losses, including surgery deposits, flights, accommodation, and third-party fees.
(c) While we may assist you by providing visa-related documentation and general guidance, we do not guarantee visa approval or entry into any country.
6.3. ACCOMMODATION CANCELLATION
(a) Accommodation booked through us is arranged with Third-party Providers such as hotels and recovery centres. Each hotel operates under its own cancellation, refund, and amendment policies, which may include non-refundable fees, penalties for late changes, or special conditions during peak periods.
(b) We are not responsible for the cancellation policies or charges imposed by individual hotels. These may include, but are not limited to:
- Full charges for no-show or cancellations within 48-72 hours of arrival
- Early check-in surcharges (often up to 100% of the room night)
- Late check-out surcharges based on hotel policy and time of departure
- Peak season surcharges (e.g. 40% during holidays or compulsory dinners on specific dates)
- Extra bedding or third-guest surcharges
(c) In the event of a cancellation or amendment to your surgery or travel plans:
- We will assist in liaising with the hotel where possible
- Any non-refundable accommodation charges already incurred will be deducted from any eligible refund
- You are responsible for any additional charges imposed by the hotel that fall outside the standard recovery package
- We do not own or manage any accommodation provider and are not liable for hotel disruptions, dissatisfaction, or refund refusals under their terms.
7. REFUND POLICY
(a) We process refunds on a weekly basis. Once processed, your refund may take up to 3 business days to appear in your account, depending on your financial institution.
(b) If you provide incorrect or incomplete banking details, a reprocessing fee of $35 will apply and will be deducted from the refund amount.
8. CURRENCY
All amounts referred to in this Policy are stated in Australian Dollars (AUD), unless expressly stated otherwise.
9. CLIENT AGREEMENT AND ACKNOWLEDGMENT
You acknowledge and agree that this Policy forms part of your contractual relationship with us. By proceeding with your booking, including payment of the Coordination Fee, you confirm that you have read, understood, and accepted the terms of this Policy. This includes, without limitation, the cancellation procedures, non-refundable costs, and refund eligibility criteria.
Last updated: 3 July 2026
