Cancellation, rescheduling and withdrawal
Our commercial cancellation terms, and separately your statutory right of withdrawal as an EU consumer.
Last updated October 3, 2026
Our cancellation terms
- More than 14 days before your first appointment: full refund, no fee.
- 14 to 7 days before: we retain 25%, covering clinic slots already blocked for you.
- Fewer than 7 days before, or no-show: we retain 50%.
- Rescheduling once, more than 7 days before: free. Later or repeated changes are treated as a cancellation and a new booking.
- If we cancel for any reason — clinic closure, equipment failure, or a contraindication our physician finds in your intake — you receive a full refund regardless of notice, including anything you paid us for transfers.
- Refunds are issued to the original payment method within 14 days of us accepting the cancellation.
Your statutory right of withdrawal
As a consumer resident in the European Union you have the right to withdraw from a distance contract within 14 days without giving any reason, under Directive 2011/83/EU. This right exists alongside the terms above; where the two differ, whichever is more favourable to you applies.
To withdraw, send an unambiguous statement to infodoctorsvilla@gmail.com — an email saying you withdraw is enough; a form is not required. We will refund all payments received within 14 days of receiving your statement, using the same means of payment you used.
One statutory exception matters here. If you expressly request that we begin performing the service before the 14 days have elapsed, and we complete it within that period, your right of withdrawal is extinguished once performance is complete. If performance has begun but is incomplete, you owe an amount proportionate to what has already been performed. In practice this is relevant if you ask us to schedule an appointment inside the 14-day window; we will ask for that request explicitly rather than assuming it.
If a package turns out not to suit you
Our physician reviews every intake before your appointment is finalised. If a contraindication means an examination cannot safely be performed — an implant that rules out MRI, a contrast allergy, a pregnancy — we will substitute an equivalent package or refund the difference in full, before you travel. You are never asked to pay for an examination we already know you cannot have.