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Refunds, Cancellations & Changes Policy
(Last Updated: 1 November 2025)
Oceanscape Group Limited (“Oceanscape”, “we”, “our”, “us”) acts as a medical-travel facilitator, coordinating arrangements between clients, accredited hospitals, surgeons, and licensed travel suppliers. We manage logistics and payments on your behalf but do not provide medical or travel services ourselves. The following policy explains how deposits, payments, cancellations, and refunds are handled for treatment and travel bookings.
1. Deposits and Payments
A non-refundable administration deposit of AUD/NZD 200 is required to begin preparation of your personalised treatment plan and quotation.
Once your treatment plan is confirmed, a hospital deposit (set by the hospital or surgeon) must be paid to secure your surgeon(s), operating theatre, and procedure date.
The final balance must be paid no later than 10 days before your scheduled treatment or departure date. This allows time for international transactions and foreign exchange processing.
Payments can be made in AUD, NZD, EUR, or TRY via secure bank transfer or approved payment gateway.
Currency fluctuations, bank fees, and transfer charges are the responsibility of the client. The amount received must equal the invoiced amount after all deductions. Any shortfall due to exchange-rate movements must be settled by the client before confirmation is issued.
2. Cancellations by the Client
Before any hospital deposit is paid: Full refund of any payments, minus the AUD/NZD 200 administration fee.
After hospital deposit is paid, more than 30 days before treatment: Refund or partial refund will depend on the hospital’s own policy. Oceanscape’s administration fee remains non-refundable.
Within 30 days of treatment date: The hospital deposit is generally non-refundable. Up to 50 % of the remaining balance may also be forfeited unless a new date can be arranged.
Within 14 days of treatment date or in the case of a no-show: No refund is available due to pre-booked theatre time, accommodation, and hospital resources.
In some cases, hospitals may allow your deposit to be held as a credit toward a future procedure with the same surgeon. This is at the hospital’s discretion.
3. Changes and Postponements
One date change made more than 30 days before your procedure may be accepted free of charge, subject to surgeon and hospital availability.
Further or later changes may incur a re-booking fee charged by the hospital or travel supplier.
If postponement is required for medical reasons, a doctor’s certificate may allow the booking to be deferred without penalty, subject to hospital approval.
4. Hospital or Surgeon-Initiated Changes
If your procedure is postponed or cancelled by the hospital or surgeon (for example, emergency operations, scheduling overruns, or surgeon fatigue), Oceanscape will coordinate with the hospital to reschedule your procedure as soon as possible.
Oceanscape is not financially liable for provider-initiated changes but will advocate for your best outcome under the hospital’s refund or goodwill policy.
Any additional accommodation or flight-change costs will be managed directly with the relevant supplier.
5. Travel Services
Flights, hotels, transfers, and insurance are arranged through licensed travel suppliers, each with their own cancellation and refund conditions.
Airline tickets and accommodation may include non-refundable components once issued.
Oceanscape will assist with rebooking, credits, or insurance claims where possible but cannot guarantee refunds from third-party suppliers.
If you cancel for a reason covered by your travel insurance policy, you must claim directly with your insurer.
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 always returned to the original payment source.
7. Force Majeure / Unforeseen Events
Oceanscape is not responsible for cancellations or delays caused by events outside our control, such as pandemics, natural disasters, airline disruptions, or government restrictions.
In such cases, we will work with hospitals and suppliers to obtain credits or alternative dates wherever possible.
8. Consumer Rights
This policy complies with:
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the Australian Consumer Law (Competition and Consumer Act 2010)
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the New Zealand Consumer Guarantees Act 1993
Your statutory rights remain protected.
9. Contact Us
For cancellations, changes, or refund enquiries, please contact:
contactus@oceanscapegroup.com
We will acknowledge your request within two business days and confirm the next steps in writing.
Contact Us