Cancellation & Refund Policy

We keep things straightforward

We understand that plans can change, especially when it comes to something as important as your health. This policy explains exactly what happens if you need to cancel or reschedule your treatment, so there are no surprises.

How payments work

When you book your treatment with The Health Store Turkey, payments are structured as follows:

• A 50% deposit is required to confirm your booking and secure your treatment date
• The remaining 50% is due no later than 4 weeks before your travel date
• All prices are confirmed in writing in your individual treatment agreement before any payment is taken

Your deposit secures your surgical slot, hospital booking, hotel accommodation, and airport transfers. These arrangements involve third-party costs that we commit to on your behalf.

Your statutory right to cancel (14-day cooling-off period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your booking within 14 calendar days of receiving your booking confirmation, for any reason, no explanation needed.

To exercise this right, simply contact your patient coordinator, email us at info@thehealthstoreturkey.com, or message us on WhatsApp at +44 7733 596821. A clear statement that you wish to cancel is all that is required.

If you cancel within this 14-day period, you will receive a full refund of all payments made, minus any reasonable costs we have already incurred on your behalf that cannot be recovered (for example, non-refundable hospital deposits we have already paid). Any such deductions will be clearly explained to you.

This right applies to all bookings made at a distance, whether online, by phone, by WhatsApp, or following one of our UK consultation events.

The cancellation terms below apply after the 14-day cooling-off period has passed.

Cancellation terms

We know that sometimes things do not go to plan. Here is what happens if you need to cancel:

8 or more weeks before your travel date

You will receive a full refund minus a £150 administration fee. The admin fee covers the costs we have already incurred in arranging your consultations, medical assessments, and booking coordination.

Between 4 and 8 weeks before your travel date

You will receive a 50% refund of the total amount paid. By this point, we have made firm commitments with our hospital and accommodation partners on your behalf.

Less than 4 weeks before your travel date

Unfortunately, we are unable to offer a refund at this stage. Our hospital, hotel, and transfer arrangements are fully confirmed, and cancellation costs from our partners are non-recoverable.

Medical unsuitability

If you are deemed medically unsuitable for your procedure, either by your own GP or by our surgical team, you will receive a full refund minus the £150 administration fee, regardless of when the cancellation occurs.

To claim a medical unsuitability refund, we will need:

• A letter from your GP or the relevant medical professional confirming you are not a suitable candidate for the procedure
• The letter must be dated and reference the specific procedure you were booked for

We will never proceed with a treatment if it is not safe for you. Your health always comes first.

Rescheduling your treatment

If you need to move your travel dates rather than cancel entirely, we will do our best to accommodate you. Rescheduling is subject to availability and may incur additional costs if our partners charge change fees. Please contact your patient coordinator as early as possible to discuss options.

VIP event deposits

If you have paid a £50 deposit to attend a VIP consultation event in the UK or Ireland, this deposit is fully refunded when you attend the event. If you do not attend and do not give us at least 48 hours' notice, the deposit is non-refundable.

Flights and travel

Patients are responsible for booking and paying for their own flights. The Health Store Turkey is not liable for:

• Flight costs in the event of a cancellation
• Changes to flight schedules or airline cancellations
• Additional travel costs arising from date changes

We recommend booking flexible or refundable flights where possible, and taking out comprehensive travel insurance that covers medical tourism.

How refunds are processed

All refunds are processed within 14 working days of the cancellation being confirmed. Refunds are returned to the original payment method used. If you paid by bank transfer, we will return funds to the same account.

Contact us

If you need to cancel, reschedule, or have any questions about this policy, please get in touch with your patient coordinator directly, or contact us:

• Email: info@thehealthstoreturkey.com
• WhatsApp: +44 7733 596821
• Bolton office: Melrose House, 183 Chorley New Rd, Bolton, BL1 4QZ
• Glasgow office: 24-26 Wilson Street, Glasgow, G1 1SS

We are here to help, whatever you decide, there is no pressure and no judgement.

This policy was last reviewed on 19 February 2026.