Cancellation and refund policy

This policy explains how cancellations and refunds work across Elixir services. Because our role is facilitation and coordination, most of our assistance — case review, hospital options and cost estimates — is provided at no charge.

Free facilitation services

Reviewing your reports, sharing hospital and doctor options, and preparing indicative estimates are provided free of charge. There is nothing to cancel or refund for these services, and you are under no obligation to proceed.

Payments made to hospitals

Any payment for treatment is made to the treating hospital under that hospital’s own billing, cancellation and refund terms. Those terms are shared with you before you commit. Elixir does not hold treatment payments on the hospital’s behalf unless expressly agreed in writing.

Medicine orders

• Before a quotation is confirmed you may cancel a medicine enquiry at any time at no cost.
• Once an order is confirmed, cancellation depends on fulfilment status and destination-country rules. Prescription and regulated medicines may not be returnable once dispatched.
• Where a refund applies, it is processed to the original payment method after any applicable shipping or handling costs are deducted.

Service fees

If a specific paid service is ever offered (for example, an optional premium coordination package), its cancellation and refund terms will be stated clearly at the time of purchase and will take precedence for that service.

How to request a cancellation or refund

Contact us at sales@elixirimpex.com or on WhatsApp with your case or order reference. We aim to respond within two business days.