Distance Service Agreement
1. Parties. Provider: Always Health Travel Sağlık Turizmi Ltd. Şti. (Hakan Safi Sağlık Turizm Seyahat Acentası), Konak Mah. 860 Sk. Ağahan No: 2 İç Kapı No: K701, 35250 Konak / Izmir, Türkiye; Kemeraltı Tax Office 0591347701; MERSİS 0059134770100001 (“Provider”). Customer: the person whose details are recorded in the offer and confirmation (“Customer”).
2. Subject. This agreement governs the rights and obligations of the parties regarding coordination services purchased at a distance, in accordance with Turkish Law No. 6502 and the Distance Contracts Regulation.
3. Scope. The service consists of appointment and process coordination with the healthcare institution, interpreting, transfers, accommodation booking and patient support. Details are set out in the written offer, which forms part of this agreement.
4. Medical services are separate. The Provider is not a healthcare institution and does not examine, diagnose or treat. Medical services are provided by an institution authorised for international health tourism; their fee, scope, patient information and consent, and medical outcome are that institution’s responsibility. The Provider does not promise any medical outcome.
5. Price, payment and invoicing. The service is provided under one of two models, specified in the offer.
- Model A – coordination package paid by the Customer: The fee including VAT is stated in the offer and paid to the Provider by the method and date stated. The Provider invoices the Customer. Medical fees are paid separately to the institution.
- Model B – coordination paid by the healthcare institution: The Customer pays medical fees directly to the institution and pays no coordination fee to the Provider. The Provider invoices its fee to the institution under their agreement; the Customer has been informed of this. Any transfer or accommodation services requested separately are shown in the offer and invoiced to the Customer.
6. Provider’s obligations. The Provider performs the service within the agreed scope and dates, working only with authorised institutions and licensed service providers; assigns a responsible staff member to each Customer; and processes personal data in line with its Privacy Notice.
7. Customer’s obligations. The Customer provides accurate and complete information, obtains travel documents (passport and visa if required) and follows the rules of the healthcare institution.
8. Withdrawal. The Customer may withdraw within 14 days of conclusion without giving reasons by written notice to info@alwayshealthtravel.com; payments are refunded within 14 days. There is no right of withdrawal for services begun with the Customer’s consent or for date-specific accommodation and transfer services.
9. Cancellation and refunds. Where no right of withdrawal applies, cancellations are handled as follows:
| Notice of cancellation | Refund |
|---|---|
| 30 days or more before the service starts | Full fee, minus non-refundable amounts already paid to third parties |
| 29–7 days before | 50% of the fee |
| Less than 7 days | No refund |
If the healthcare institution decides on medical grounds that treatment is not suitable or must be postponed, fees for services not yet performed are refunded. If the Provider cancels, the full fee is refunded.
10. Force majeure. Neither party is liable for events beyond their control such as natural disasters, epidemics, war or official decisions; the service is postponed or the unperformed part refunded.
11. Disputes. Turkish law applies. Mandatory consumer protection rules of the Customer’s country of residence remain unaffected. The Customer may apply to the competent consumer arbitration committee or court.
12. Entry into force. The Customer confirms having read the Pre-Contract Information and this agreement and accepts them electronically. The agreement enters into force on acceptance and is sent to the Customer by email.