Cancellation & Refunds

Package bookings

A package booking is one you confirm from your JetWell quote: you pick a procedure date with your surgical team, pay a deposit to JetWell, and settle the rest as your quote says. Its terms are shown to you before you confirm, in the sentence you tick, and they are these:

• Until 7 days before your procedure date: cancel and your deposit is refunded in full.
• Inside 7 days of your procedure date: a cancellation fee applies, equal to JetWell’s service fee on your quote (currently $99 for a hair-transplant package); the rest of your deposit is refunded.
• Your JetCover by GPS℠ premium refunds in full when you cancel before you travel, whatever the timing. If you cancel after you’ve traveled but before your procedure, the complication cover part of your premium is refunded and the travel cover part is kept. Once your procedure date arrives, the premium is not refunded. See “JetCover and cancellations” below.
• Any balance JetWell has charged to your card is refunded in full, whatever the timing.
• Anything you paid JetWell for a change after your deposit is refunded in full, whatever the timing. JetCover you bought for a procedure a change added is refunded on the same terms as the rest of your premium.
• Any balance you pay your clinic directly is refunded by the clinic if it declines to treat you. Otherwise it is between you and the clinic, and JetWell refunds only what it collected, with one exception: anything the clinic charged on top of your balance for your package, which JetWell refunds once its review confirms it (see “Nothing added at the clinic” below).

Three more things cost you nothing:

• A date hold that lapses. Choosing a date charges nothing. If the hold runs out before you complete your deposit, nothing is owed, and you can ask for new dates.
• Declining an amendment. If your clinic proposes a change to your package and you decline it, your original package stands. If the clinic cannot proceed on the original package, your deposit is refunded in full.
• Your clinic declining to treat you after your in-person screening: everything JetWell collected is refunded, including any cancellation fee and any balance JetWell charged, whether or not you have already traveled, and the clinic refunds any balance you paid it.

The exact fee and window for your booking are on your quote and in the confirmation you tick, and they do not change after you confirm. Cancel from your booking page in your JetWell account; refunds go back to your original payment method, typically within 5–10 business days.

What the cancellation fee is

The fee is JetWell’s service fee on your quote, and it is charged for the work already done on your booking by the time you cancel inside the window: pricing your quote, routing your case to a certified surgical team, holding your dates, and arranging your travel items. It is not a penalty, and it never exceeds the amount stated to you before you confirmed. Apart from any part of your JetCover premium kept under “JetCover and cancellations” below, it is the whole of what JetWell keeps. Any balance JetWell charged comes back in full, and there is no other cancellation charge. You will not be asked to pay anything for canceling that was not stated on your quote and in the sentence you ticked.

The balance on your saved card

If your quote says JetWell charges your balance, it is charged to the card you saved at checkout on the date shown there, 7 days before your procedure date. We email you before the charge with the amount and the date. You can change the card any time before then by writing to support@jetwell.ai.

If the charge fails, we may retry it or charge another card you have saved, and we will let you know. From that notice you have 72 hours to pay the balance another way. If it is still unpaid after that, your booking is treated as canceled by you on that day, and the terms above apply as of that day (inside 7 days, that means the cancellation fee; the JetCover premium still comes back in full if you have not yet traveled).

If your quote says you pay the balance at the clinic, no card is stored for it. After your deposit you pay JetWell only what you choose to: its share of a change you approve, or JetCover you buy for a procedure a change adds.

If your clinic declines to treat you

If your clinic determines after your in-person consultation that the procedure isn’t clinically appropriate, everything JetWell collected comes back in full, including any cancellation fee and any balance JetWell charged, regardless of timing or whether you’ve already traveled. If you already paid your clinic the balance, the clinic refunds it. This is rare, but we’ve got you covered.

Nothing added at the clinic

If you pay your balance at the clinic, your clinic has agreed with JetWell to charge exactly the amount on your booking, in U.S. dollars or the local-currency amount shown with it: no card fee, no surcharge and no other added charge. If you’re asked for more, you don’t owe it. If JetWell charged your balance, the clinic collects nothing for your package at all. Anything beyond your package is owed only if you approve an amendment on JetWell.

If you pay an added charge anyway, email the receipt to support@jetwell.ai within 60 days of your procedure. We review every report, which may include asking the clinic for its records. If our review confirms you were charged more than your balance for your package, we refund the difference to the card you paid your deposit with (or another way we agree with you) and recover it from the clinic. A report on its own doesn’t guarantee a refund.

We don’t refund an upsell: something extra you chose to buy from the clinic beyond your package, such as an added service, product or upgrade. A card fee, a charge for something your package already includes, or a charge you’re told you must pay to be treated is never an upsell. A foreign transaction or currency conversion fee from your own bank or card issuer isn’t an added charge either. The full terms are in section 9 of our Terms of Service.

If your clinic proposes a change to your package

Your package price is fixed when you confirm it. If your clinic’s assessment calls for something different (more grafts, fewer, an extra night), they propose an amendment through JetWell, priced by the clinic. You see the new price, and exactly what it changes in what you pay JetWell and your clinic, before you decide, and nothing changes until you approve.

If the amendment lowers the price, your balance goes down or the difference is refunded. If you decline an amendment, your original package stands; if the clinic can’t proceed on the original package, your deposit is refunded in full. Nothing outside your package is ever owed unless you approved it.

After your deposit, if you pay your balance at the clinic, any part of a change that is JetWell’s is paid online by card when you approve it, or refunded to your card if the change removes work, and the clinic’s balance moves by the rest. Your JetCover premium stays as it is after your deposit: a procedure a change adds is covered only if you buy JetCover for it, which you can do on your booking page until the day you arrive.

If you used a promo code

When a promo code is applied, the discount reduces the amount JetWell collects. Refunds are calculated against the actual amount collected (after the discount), on the same terms above. The promo code itself is not refunded as cash, and a refunded booking does not automatically restore a single-use code.

JetCover and cancellations

Your JetCover by GPS℠ premium pays for two kinds of cover: travel accident & illness cover, which starts when you depart for your procedure destination, and complication cover, which takes effect on your procedure date. What comes back when you cancel depends on how far along your trip is:

• Before you travel: your JetCover premium is refunded in full, whatever the timing.
• After you’ve traveled but before your procedure: the complication cover part of your premium is refunded and the travel cover part is kept, because your travel cover was active during your trip.
• Once your procedure date arrives: your JetCover cover is in force and the premium is not refunded.

In each case the rest of your deposit is refunded less any cancellation fee, and any balance JetWell charged comes back in full. If your clinic declines to treat you, everything JetWell collected is refunded, your JetCover premium included. Insurance claims cannot be filed on a canceled booking.

How to cancel

Cancel from your booking page in your JetWell account. Refunds are processed to your original payment method, typically within 5–10 business days.

Questions?

Reach us at support@jetwell.ai or through the Help section in your account.