Patient Policies & Disclosures

1. Overview

These Patient Policies are designed to provide clarity on scheduling, payments, treatment expectations, and dispute handling. By engaging with services, patients agree to these policies.

2. Booking and Scheduling

Scheduling is subject to availability and confirmation.

  • Dates shown during inquiry or reservation are not guaranteed
  • Appointments are confirmed only after coordination with providers and facilities
  • Treatment scheduling depends on clinical requirements and availability

3. Deposits and Commitment

Booking may require a deposit or partial payment.

By confirming a booking, patients acknowledge:

  • A commitment to proceed with scheduled services
  • Allocation of medical, operational, and logistical resources

4. Cancellations and Refunds

Booking payments are refundable only if cancellation is requested at least 15 days prior to the scheduled appointment.

  • Cancellations within 15 days → non-refundable
  • Refund timelines may vary depending on payment method and jurisdiction
  • International refunds may take up to 30 days or longer

Patients acknowledge:

  • Regenerative and interventional treatments do not guarantee outcomes
  • Services performed under medical judgment and with consent are not refundable based on dissatisfaction

5. Treatment Expectations

Patients acknowledge that:

  • Regenerative and interventional regenerative medicine involves biological variability
  • Outcomes are not guaranteed
  • Treatments are not represented as cures
  • Results may vary significantly between individuals

Final treatment decisions are made by licensed physicians following in-person evaluation.

6. Patient Responsibilities

Patients agree to:

  • Provide accurate and complete medical information
  • Disclose all relevant conditions, treatments, and medications
  • Follow all medical instructions before and after treatment

Failure to provide accurate information may:

  • Affect treatment eligibility
  • Impact safety and outcomes
  • Result in modification or refusal of services

7. Clinical Adjustments and Treatment Changes

Patients acknowledge that:

  • Treatment plans may change based on clinical findings
  • Physicians may adjust techniques, protocols, or procedures
  • Interventional approaches may be modified when medically necessary

These decisions are part of standard medical practice and are made in the patient’s best interest.

8. Cross-Border Care

Patients acknowledge that:

  • All medical services are performed in Mexico
  • Regulations may differ from those in their country of residence
  • Patients are responsible for compliance with travel and legal requirements

9. Dispute Resolution Process

All concerns must be submitted through the official dispute channel.

The process includes:

  • Internal review
  • Medical evaluation
  • Documentation analysis

Patients agree that:

  • Cooperation is required for evaluation
  • This may include providing photos, records, or video evaluation
  • Claims cannot be assessed without sufficient information

Failure to cooperate may result in:

  • Suspension or closure of the review process

10. Good Faith Conduct

Patients agree to engage in good faith throughout the process.

The dispute process is not designed to proceed under:

  • Refusal to provide required evaluation information
  • Demands without clinical review
  • Misrepresentation of facts

11. Payment Disputes and Chargebacks

Patients agree to address billing concerns through official channels prior to initiating disputes.

In the event of a chargeback:

  • Documentation may be provided to financial institutions
  • Claims are reviewed based on agreements, communications, and services rendered

Fraudulent disputes or misrepresentation may result in action under applicable laws. Due to the binational nature of services and commercialization, such matters may be addressed in Mexico and/or the United States.

12. Communication and Conduct

Patients agree to maintain respectful and appropriate communication.

The organization reserves the right to discontinue engagement in cases involving:

  • Abuse or harassment
  • Non-cooperation
  • Disruptive conduct

13. Right to Refuse Service

Services may be refused or discontinued when:

  • Medical safety concerns arise
  • Information is incomplete or inaccurate
  • Compliance or conduct issues are identified

14. Final Note

These policies are intended to ensure a structured, fair, and professional process for all patients.