Dispute Resolution

[Effective Date: 2 January 2025]    

1. Dispute Resolution Policy 

At Cure & Travel, we are dedicated to delivering top-notch services and ensuring a satisfying experience for our clients. If you have any concerns or disputes, we are committed to resolving them efficiently and amicably.

2. Informal Resolution 

If you’re not satisfied with any aspect of our services, please contact our customer support team at support@cureandtravel.com as soon as possible. We will do our best to address your concerns promptly.

3. Formal Complaint Process 

If an informal resolution isn’t possible, submit a formal written complaint, including: 

  • Your full name and booking reference number 
  • A detailed description of the issue 
  • Any supporting documents (emails, receipts, contracts, etc.) 

Send complaints to support@cureandtravel.com. We will acknowledge receipt within 5 business days and aim to respond within 15 business days.

4. Alternative Dispute Resolution (ADR) 

If the formal complaint process doesn’t yield a satisfactory resolution, we may propose mediation or another form of ADR. ADR involves an independent third party who helps facilitate a resolution. 

If both parties agree to ADR, Cure & Travel will suggest a qualified mediator or ADR scheme. The costs will be shared equally between Cure & Travel and the client, unless otherwise agreed. Note that the European Commission provides an online dispute resolution (ODR) platform for disputes arising from cross-border online transactions. This platform can be accessed at http://ec.europa.eu/consumers/redress_cons/adr_policy_work_en.htm.

5. Cross-Border Considerations 

For clients receiving medical services in another country, the laws of the provider’s country typically govern the medical care provided. 

Cure & Travel will offer support in understanding the legal and regulatory landscape of the country where treatment is received, including informed consent procedures and licensing of facilities and professionals.

6. Data Protection 

We adhere to all relevant data protection laws, including GDPR, regarding the collection, processing, and storage of personal and medical information. 

Clients have the right to access their medical records, and we will facilitate the secure transfer of records in compliance with legal requirements.

7. Liability 

Cure & Travel is responsible for the non-clinical administrative and logistical support provided to clients. 

We are not liable for clinical outcomes, malpractice, or regulatory non-compliance by the healthcare provider. Such issues fall under the jurisdiction of the healthcare provider and the laws of the country where treatment is provided.

8. Governing Law & Jurisdiction 

This policy is governed by the laws of the United Kingdom. The courts of the United Kingdom have jurisdiction to hear legal claims arising out of or relating to this agreement or the services we provide.

9. No Retaliation 

Cure & Travel is committed to fair dispute resolution. No retaliation will occur as a result of submitting a complaint or participating in the dispute resolution process.