Legal
Last Updated: March 2025
At Lux Vitality, we understand that plans change and unexpected circumstances arise. Our refund policy is designed to be fair and transparent while accounting for the coordination costs, surgeon reservations, and clinic time we secure on your behalf. We want you to feel confident in booking with us while protecting our business commitments.
A non-refundable deposit of 20–30% of your total package price is required to confirm your procedure date, reserve your surgeon, secure your clinic time slot, and allocate dedicated coordinator resources. This deposit is held for thirty (30) days and secures your position in our partner physicians' schedules. The remaining 70–80% of your package is due in full seven (7) days before your scheduled procedure date.
The following schedule applies to cancellations made by you. Refunds are calculated from the date we receive written cancellation notice:
After Your Procedure: Once your procedure has been completed, no refunds are available for services rendered. This includes post-operative follow-up support and coordination.
Approved refunds will be processed within five (5) to ten (10) business days to your original payment method. If you paid by credit card, the refund will appear as a credit on your statement. If you transferred funds via bank wire or electronic transfer, the refund may take longer to appear in your account depending on your bank's processing time. International transfers may require 10–15 business days.
We make an important distinction between cancellations and rescheduling:
Rescheduling requests must be submitted in writing and confirmed by your Lux Vitality coordinator before we can guarantee your new date.
In cases of documented medical emergencies, severe illness, or extraordinary circumstances beyond your control that prevent you from traveling or proceeding with your procedure, we will work with you on a case-by-case basis. We may offer to reschedule your procedure at no penalty or provide a partial refund based on the circumstances. Documentation may be required. Force majeure cases are evaluated individually and at our discretion.
The following items are non-refundable because they represent third-party costs already incurred or committed:
When you cancel, your coordinator will advise you of any third-party costs already committed and assist you with cancellation options available through those providers.
To initiate a cancellation or reschedule request, please contact your Lux Vitality coordinator immediately via WhatsApp, email, or phone. All cancellation and rescheduling requests must be submitted in writing (email or WhatsApp message) to be official. Your coordinator will confirm receipt, calculate your refund based on the date received, and provide written confirmation of the refund amount and processing timeline.
If you believe a refund was calculated incorrectly or if you dispute your cancellation date, please contact us within fourteen (14) days of the refund decision with documentation supporting your claim. We will review the matter and respond with our findings. If you remain unsatisfied, disputes are subject to the binding arbitration clause in our Terms and Conditions.
For questions about refunds, cancellations, or rescheduling requests: