Legal · Version 1.2 · In force from October 18, 2026
Cancellation and refund terms
These terms explain what happens if you cancel or postpone, or if a provider cannot go ahead. Each offer also states its own cancellation and rescheduling terms; where they give you more, they apply.
Before you select an offer
Submitting a request and receiving offers is free. You can withdraw your request at any time before selecting an offer, at no cost.
After selection, before payment
Until you pay, you can drop the selection without cost. A payment that is not made within its period expires and the selection may lapse.
Withdrawal within 14 days
You may withdraw within 14 days of the contract's formation without giving a reason; amounts paid are refunded in full within 14 days, without cost to you. This right does not apply to services whose performance has started with your approval within that period, or to accommodation and similar services for a specific date.
Cancellation or postponement after that
Cancellation and postponement follow the cancellation and rescheduling terms written in the offer you accepted. Costs that were already incurred for you and cannot be recovered — such as non-refundable accommodation — may be deducted, only as far as the offer says so.
If the provider cannot go ahead
If the provider cancels, or decides on medical grounds after its assessment that the procedure should not be performed, we offer you an alternative where one exists. If you do not accept it, amounts paid for the services not performed are refunded to you.
How refunds are paid
Refunds are paid by bank transfer to the account the payment came from, in the currency it was paid in, within 14 days of the refund being confirmed. Withdrawal refunds carry no cost to you; for other refunds, charges deducted by banks are borne as the offer states.
How to cancel
Write to [email protected] from the e-mail address registered in your account, or use the portal, stating your request reference. You receive a written answer.
Data-protection questions go to [email protected]; everything else to [email protected].