Terms of Service

These Terms govern your use of Refyn Health Ltd's introduction and coordination services. Refyn is a medical travel agency, not a healthcare provider. Medical care is delivered by independent, licensed clinics introduced through our platform, each operating under their own clinical, regulatory and contractual terms.

1. Who we are

Refyn Health Ltd (“Refyn”, “we”, “us”) is a private limited company registered in England & Wales under company number 15472301. Our role is that of a paid introduction service — sometimes referred to as a medical lead-generation or clinic marketplace. We are not regulated as a healthcare provider, do not hold any medical licence, and do not act as a travel agent.

For the purposes of UK consumer law, we act as an introducer in relation to the medical services described on our platform. The principal — the party providing the medical service — is the clinic you select.

2. What we do

Our services are limited to the following:

• Matching: assessing the information you provide via our quiz and sending your enquiry to up to five clinics in our network whose published expertise, accreditations and tier appear suited to your case.
• Clinic unlock: each clinic pays Refyn a one-off introduction fee to unlock your enquiry details. The first three clinics to unlock become your “winners” and appear on your dashboard. You, the patient, pay Refyn nothing.
• Shortlist management: you can close any clinic from your winners list; the system will invite the next-best match in their place.
• Post-procedure feedback: after your procedure we may ask you to rate the clinic (satisfaction, response speed, price and communication). Your rating may be published on the clinic's public profile.

We do not provide medical advice, diagnose, prescribe, recommend specific procedures, or warrant clinical outcomes. Where we describe a clinic's techniques, accreditations, surgeons or pricing, we do so on the basis of information supplied by the clinic and our own due diligence. We endeavour to keep this information accurate but make no warranty of accuracy or completeness.

3. The clinic relationship — supplier terms apply

When you confirm a booking with a clinic, you enter into a direct contractual relationship with that clinic. Refyn is not a party to that relationship for the medical aspects of your care.

The clinic's own terms and conditions govern the medical services you receive. This includes (without limitation): the scope of treatment, surgical risks, anaesthesia, post-operative complications, follow-up, revision policy, medical records, complaints handling, professional indemnity insurance, and the regulatory body governing the clinic in the country where it operates.

Before confirming a booking, you should read and accept the clinic's terms directly. We provide links to clinic terms in your patient dashboard once a clinic accepts your enquiry. You are responsible for ensuring you understand the clinic's terms before proceeding.

4. Eligibility

You may use our service only if:

• You are at least 18 years old
• You have legal capacity to enter into a binding contract
• You are travelling for elective, scheduled medical treatment — not for emergency care
• You will undergo independent pre-operative assessment by the clinic, including any tests or scans the clinic deems clinically appropriate
• You have, or will arrange, appropriate medical and travel insurance for your trip

We reserve the right to decline introductions where, in our sole discretion, a request appears outside the safe scope of medical travel — for example, complex revision cases, urgent or emergency conditions, or cases where insurance, fitness-to-fly or post-operative care raise material concerns.

5. Information you provide

You agree that all information you submit through our quiz, messaging tools, or to your coordinator is true, complete and accurate to the best of your knowledge — including medical history, allergies, medications and prior procedures. The clinic will rely on this information when assessing suitability and planning your care.

Failure to disclose material medical history may result in the clinic declining to operate, or — if discovered later — may invalidate professional indemnity cover. We are not liable for any consequences of incomplete or inaccurate disclosure on your part.

6. Fees

For patients: use of Refyn is free. We do not charge you for the quiz, the matching, the introductions, your dashboard, or any Refyn feature.

For clinics: clinics in our network pay Refyn a one-off introduction fee to unlock each enquiry we send them. This fee is paid by the clinic to Refyn only; it is not added to any quote the clinic sends you.

Clinic quotes: any price the clinic quotes you is a direct quote from the clinic. Refyn does not set, approve, mark up or hold any medical payment. All medical fees, deposits, travel, accommodation and logistics costs are paid directly to the clinic (or to suppliers the clinic engages) under the clinic's own terms. All prices unless otherwise stated are indicative and in pounds sterling (GBP).

7. Cancellation & refunds

You are free to close any clinic from your dashboard at any time and request no further contact from them. Doing so frees the slot for the next-best match in our network.

Clinic payments: any deposit, booking fee or balance you pay a clinic is subject to that clinic's cancellation and refund terms, which you agree to directly with the clinic. Refyn is not a party to those payments and cannot refund or reverse them.

Force majeure: neither party is liable for delay or failure caused by events beyond reasonable control — including pandemic, government action, airline disruption, natural disaster or war.

8. Limitation of liability

To the maximum extent permitted by law:

• Refyn's liability is limited to the introduction service described in section 2. We are not liable for clinical outcomes, complications, professional negligence, or any other matter arising from the medical services, travel, accommodation, logistics or any other service provided by the clinic.
• Refyn is not liable for any loss or damage caused by the clinic, its surgeons, anaesthetists, nursing staff, or any travel, transport or accommodation supplier the clinic engages.
• Refyn does not book flights, hotels or ground transport on your behalf and is not a party to any contract between you and a travel supplier.
• Refyn's total aggregate liability to you arising out of or in connection with these Terms shall not exceed one hundred pounds (£100).
• Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded under applicable law.

9. Complaints

If you experience an issue, please tell us — we'll do our best to mediate. For clinical complaints (concerns about the medical care itself), you must raise the complaint directly with the clinic in line with their published complaints procedure, and where applicable with the regulatory body in their country.

For coordination complaints (something we did or didn't do as your agent), email complaints@refyn.health with the booking reference. We'll acknowledge within 5 working days and aim to resolve within 30 days.

10. Changes to these Terms

We may update these Terms from time to time. The version that applies to your booking is the version in force on the date you confirm the booking. We'll notify you by email if we make material changes.

11. Governing law & jurisdiction

These Terms are governed by the laws of England & Wales. Any dispute arising under or in connection with them shall be subject to the exclusive jurisdiction of the English courts. This does not affect any non-waivable consumer rights you may have under the laws of your country of residence.

12. Contact

Refyn Health Ltd · Company No. 15472301 · Registered in England & Wales. hello@refyn.health