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Holiday Health your trusted partner in medical travel

This document sets out the contractual terms and conditions in relation to the use of this website and the services provided to you by HolidayHealth Australia (“Holiday Health” or “Us” or “We”). By making an enquiry or booking with us, you (“You” or “I”) agree to be bound by these terms and conditions. Holiday Health strongly recommends you to read the entire Terms and Conditions and our Disclaimer and if you do not understand it, please seek your own independent legal advice before using our website or our services.

By using this website and our services, you agree that the exclusions and limitations of liability set out in our Terms and Conditions and Disclaimer are reasonable. If you do not think they are reasonable, you must not use this website or our services. You agree that you will not bring any claim personally against Holiday Health, our officers or employees in respect of any losses you suffer in connection with our website or our services.

If any information provided by or on behalf of Holiday Health is inconsistent with these terms and conditions, then you agree that these terms and conditions prevail to the extent of any inconsistency.

TERMS AND CONDITIONS

Holiday Health does not operate or control any hospital, medical facility or wellness program that is mentioned on our website, so we cannot be made liable for any delay, improper services, failure, or deficiency in services provided by the institutions for any accident, injury, discomfort, sickness, death or any kind of damage that may arise due to any act of negligence of service by the employees or management of the organisation.

We do not provide any medical advice. Our role is to introduce you to the hospitals, clinics, medical facilities, wellness programs and products, and any incidental goods and services we have carefully selected to feature on our website.

Whilst Holiday Health will use the best of our endeavours to exercise every reasonable care in the selection of the third parties to whom you are introduced and whom may provide the goods and services to you, Holiday Health shall not be liable to you in any way whatsoever for any damage, loss or injuries which you may suffer arising from or in relation to the goods or services provided by these third parties to you.

It is important to understand that our role is to merely introduce the supplier of those goods and services to you and Holiday Health does not make any express or implied representation or warranty that any goods or services supplied by third parties to you will be fit for your required purpose or supplied by them with reasonable care and skill; and the goods and services to be provided by third parties are subject to the terms and conditions and limitations of liability as may be separately imposed by the third parties (namely, the hospitals, clinics, hotels and other providers of goods and services to you) (some of which limit or exclude liability in respect of death, personal injury, delay and loss or damage to baggage). Holiday Health does not provide you with any goods or services in the capacity of a principal. Third party principals (not sub-contractors to Holiday Holiday Health) provide all goods and services to you (including tours, flights, activities, meals, consultations, operations and procedures).

Without limiting the provisions of this clause, you agree to be bound by the terms of any contract between a third party provider of goods and services and yourself (which may be evidenced in writing by the issue of a ticket, voucher, coupon confirmation or the like).

Holiday Health does not accept any liability in contract or in tort for any injury, damage, loss, delay, additional expenses or inconvenience caused directly or indirectly by force majeure or other events which are beyond our control, or which are not preventable on our part. Holiday Health will not be liable to you whether under the law of contact, the law of torts or otherwise in relation to the contents of, or use of, or otherwise in connection with, this website: (i) for any direct loss; (ii) for any indirect, special or consequential loss; or (iii) for any business losses, loss of revenue, income, profits or anticipated savings, loss of contracts or business relationships, loss of reputation or goodwill, or loss or corruption of information or data. These limitations of liability apply even if Holiday Health has been expressly advised of the potential loss.

You, or your family member or friend making the booking on behalf of yourself will need to read and agree to our terms and conditions before confirming any arrangements. The booking shall be binding on the person making the booking, be it yourself, or your family member or friend. This will constitute a contract between us and the person making the booking.

Any services provided by Holiday Health in accordance with the terms hereof is deemed to be made in Melbourne, Australia and any disputes shall be dealt with within Australia and you agree to submit to the jurisdiction of the Courts of Australia.

Any provision of, or the application of any provision of, these terms and conditions which is void, illegal or unenforceable in any jurisdiction does not affect the validity, legality or enforceability of that provision in any other jurisdiction or of the remaining provisions in that or any other jurisdiction.

If there are any disputes that involve the website or the service we provide, you agree that the dispute will be governed by the laws of Victoria in Australia.

Holiday Health may transfer, sub-contract or otherwise deal with Holiday Health rights and/or obligations under these terms and conditions without notifying you or obtaining your consent.

If a provision of these terms and conditions is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect. If any unlawful and/or unenforceable provision would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect.

Important: Other than making information from third parties available to you, introducing you to third party providers of goods and services, and booking, Holiday Health is not itself providing you with any goods or services in the capacity of a principal, agent or sub-contractor.

Important: Third party principals (who are not agents of or not sub-contractors to Holiday Health) provide all the goods and services to you (including travel, activities, meals, consultations, operations and procedures) that may have been booked by Holiday Health on your behalf.

Important: If you would like to add, change or cancel any bookings or treatments, please give us at least 48-hour’s notice. Any bookings made within 48-hours of your appointment, or the commencement of your program, flight or accommodation; no addition, change or cancellation can be accommodated. There may be fees applicable when adding, changing or cancelling any bookings already confirmed.

Important: You acknowledge and accept that the estimated price of each treatment is only an estimate and is subject to changes or variations. The quote is only valid for 21 days from the date of the quote.

Important: Please book your accommodation carefully. Don’t choose accommodation purely the price, instead, consider the amount of time you will be in the hotel and the level of comfort that you would like to have while recovering after surgery. Most people appreciate more comfort and luxury after their procedure.

Important: If you do not wish to agree and be responsible for any risks, we strongly recommend that you do not undergo any surgery.

How and when do I make payment?
Holiday Health will book all your hospital, clinic appointments (as the case may be), flights hotel accommodation and transfers and any other goods and services. Payment for your treatment will be done at the relevant hospital or clinic. Generally credit and debit cards are accepted – just make sure you have informed your banking institution that you will be travelling and that you will be making a considerable payment to the hospital or clinic so that they would not block the transaction if they were to suspect fraudulent activity was taking place. There may be a non-refundable deposit, or full payment required when booking a wellness program. This payment will be required within 3 working days from confirmation. Holiday Health accepts Paypal, credit and debit card payments as well as bank transfer. Payment for the flights and hotel will be required as soon as the the booking is made on your behalf and are generally non-refundable. This payment is usually made direct to the hotels and airlines or third party providers and their acceptable form of payment may vary.

All credit card payments are subject to exchange rate fluctuations, determined by your issuing bank.

Suggestions on how to choose a medical provider, doctor or wellness program
Do not choose a medical provider, doctor or wellness program purely on price. There are other factors which may mean that you are better suited to some medical providers, doctors or wellness programs than others. Every doctor has their own communication style, working style, and you must be comfortable with this.

What is the purpose of the pre-consultations for a medical treatment?
The pre-consultations serves a number of purposes. These include helping the doctor determine the appropriateness (from a medical perspective) of each treatment you wish to undergo, provide the doctor the opportunity to explain the surgery and the procedure, inform you of any form or consent which the hospital may require from you or to be signed by you, give you the opportunity to meet or speak to the doctor and ask any questions you may have, and give you the opportunity to decide and confirm whether to go through with the treatment. In addition, the doctor will determine if any additional procedures are required that will add to the cost as set out in the quote provided. Both you and the medical provider, doctor or wellness provider are under no obligation to proceed with the treatment or wellness program at any time. If, following the consultation with the doctor, the doctor or yourself decides not to proceed with the treatment, any services already consumed – for example flights and/or accommodation will not be refundable.

Visa and passport requirements
Holiday Health is not a travel agent and does not provide advice in relation to visa or passport requirements for travel. It is your responsibility to make sure all required travel documents are valid and correct when entering a country.

Do I need to take out my own travel insurance?
Yes. Holiday Health does not include any insurance in our quotes. We strongly recommend that you take out travel insurance, so that you will be comprehensively insured for your travel. Subject to your requirements, we recommend that you take out travel insurance that covers you against cancellation fees and loss of deposits, emergency medical, overseas medical and hospital expenses, thief, luggage delay, travel delay, personal liability and car rental excess. Certain travel insurances may not cover you for costs incurred as a result of elective surgery or medical malpractice and strongly recommend that you disclose all relevant matters to your insurer (including that you may be undertaking treatment as part of your travel).

You acknowledge that Holiday Health has not offered you any insurance or advice in relation to a particular insurance product. You have reviewed the terms of your insurance policy (if any) and are satisfied that it provides you with the level of insurance you consider that you require.

Risks
Risks are inherently associated with any surgery, any doctor, anywhere in the world. It is important to read and understand the risks associated with any treatment. Your doctor will be the best person to consult with.

Our non-smoking policy
Smoking can cause delayed recovery, wound breakdown and an increased risk of infection. We strongly recommend that you stop smoking 4-weeks before and 4-weeks post-surgery. You may be denied surgery if you smoke 4-weeks before the procedure.

Usual process

  • Submit a request for a quote.
  • You will be assigned your own Medical Travel Co-ordinator who will be in touch with you within 24-48h to either present you with options, or request for more information (if required).
  • If you would like to go ahead with any of the options provided to you, you simply have to notify us of this via e-mail and confirm the dates you would like to undergo the treatment or partake in the program.
  • We will organise the appointments and the enrolment or registration for the treatment and/or program.
  • Upon request, we will also book the flights, accommodation, transfers or chauffeur service, and organise the visa arrangements as well as any other goods and services offered.
  • You will receive a confirmation and an itinerary of your booking within 24-hours of confirmation. If your treatment or program is to take place or commence within 24-hours of your confirmation, we will have the confirmation and an itinerary of your booking at least 2-hours before you are scheduled to attend your appointment or commence your program.
  • If applicable, you will ensure you are prompt for your flight; and if transfer or chauffeur services were selected, there will be a driver waiting for you with your name written on a placard at the arrival hall upon your arrival in the city of the medical provider, doctor or wellness program.
  • Some may have an initial face-to-face consultation(s) prior to undergoing the treatment or commencing the wellness program. And if you have selected for a chauffeur service, the driver will drive you to the hospital or clinic and back.
  • You will then undergo your treatment or partake in your wellness program. And if you have selected for a chauffeur service, the driver will drive you to the hospital or clinic and back.
  • Following the treatment, you may have to remain in the hospital or clinic for an observation period and post-operative consultations as required by the doctor.
  • At an appropriate time (as determined by the doctor), you will be discharged from the hospital or clinic and return to your hotel. The doctor will recommend a period of time that you should remain in the country for recuperation.
  • When it is time to depart, if airport transfer is included in your arrangements a driver will come and chauffeur you to the airport.
  • Upon your return to your home country, your dedicated Medical Travel Co-ordinator will check in with you 1-2 weeks after your arrival back home.
  • Throughout your journey abroad, your Medical Travel Co-ordinator will be your point of contact and will be available 24-hours a day. Should they be unavailable, there is an emergency line that you will be provided with to get in touch with us – this will be provided to you together with your booking confirmation.

This process described above may vary from patient to patient, client to client.