Patient Rights

These are the rights you can expect when using the Refyn platform — both with us as your coordinator, and with the clinic that delivers your care.

Your rights with Refyn

• To receive accurate, non-misleading information about clinics in our network
• To know exactly what your deposit pays for and when it's released
• To withdraw at any point before booking confirmation, deposit refunded per terms
• To message us at any time and receive a response within 1 working day
• To raise a complaint and have it acknowledged within 5 days, resolved within 30
• To access, correct, or delete your data — see our Privacy Policy

Your rights with the clinic

Each clinic operates under the regulatory framework of its country and its own published terms. Common patient rights you should expect (and confirm in the clinic's own terms before you book) include:

• A pre-procedure consultation with the operating surgeon, not just an intake nurse
• Full disclosure of risks, alternatives, and recovery timeline
• Written informed consent in a language you understand
• Access to a complete copy of your medical records on request
• A clear revision/complications policy if outcomes don't match expectations
• Insurance against professional negligence — confirm the clinic's policy details
• A formal complaints procedure with regulatory escalation paths

What to do if something goes wrong

1. Contact your Refyn coordinator first — for any issue, before, during or after your trip. WhatsApp / phone / email all routes to the same on-call team.
2. Clinical concerns go to the clinic — the clinic's named medical director handles clinical questions and complaints. We can mediate but the medical relationship is between you and them.
3. Coordination concerns come to us — anything about scheduling, travel, deposit, communication, aftercare. Email complaints@refyn.health.
4. Regulatory escalation — every clinic in our network sits under a recognised regulator (Turkish Ministry of Health, JCI, Spanish Ministerio de Sanidad, GMC, etc.). We'll signpost the correct route if needed.