Cancellation & Refund Policy

All cancellation requests must be sent in writing to sales@santos.travel. The date of receipt of the email is treated as the cancellation date.

• More than 15 days before arrival: 90% refund of facilitation charges.
• 7–15 days before arrival: 50% refund of facilitation charges.
• Less than 7 days before arrival: No refund of facilitation charges.

Refunds for hospital deposits, hotel reservations, flights, transfers and other third-party services are governed by the respective provider's policy. We will assist in coordinating refunds, but cannot guarantee them. Non-refundable bookings (promotional fares, certain hotel rates) cannot be refunded.

Visa application fees, embassy charges and government taxes are non-refundable under any circumstance.

If treatment is cancelled by the hospital, doctor or facilitator for reasons not attributable to the patient, all facilitation charges paid will be refunded in full. Third-party charges remain subject to their respective provider policies.

No refund is payable for cancellations caused by force majeure events (natural disasters, pandemics, strikes, war, government restrictions). Where possible, services will be rescheduled.

Approved refunds are processed within 15–30 business days to the original payment source. Bank charges, currency conversion losses and wire transfer fees are deducted from the refund amount.

If the patient chooses to discontinue treatment mid-way, charges for services already rendered are non-refundable. Refunds, if any, will be calculated by the hospital based on procedures completed.