Terms and Conditions of Supply

Last updated: 2 September 2026 · Version: 2.0

These Terms and Conditions of Supply form the contract between you and WellDemir for the coordination services we provide. Please read them before you confirm a booking. Together with your written quotation and booking confirmation they are the whole agreement between us.

1. Parties and definitions

• We, us, WellDemir: Demir Health Turizm Anonim Şirketi, Esentepe Mah. Büyükdere Cad. Özsezen İş Merkezi No: 124, Inner Door No: 9, Şişli / İstanbul, Türkiye. Istanbul Trade Registry No 410907-5, MERSIS No 0279124343300001.
• You, the Client: the person who requests our services, and any patient or companion named in the booking on whose behalf that person acts.
• Provider: an independent hospital, clinic, physician, dentist, laboratory, hotel, transfer company, airline or interpreter that delivers a service to you.
• Coordination Services: the non-medical services we provide, listed in clause 2.
• Quotation: the written, individual offer we send you, stating the proposed provider, the proposed treatment, what is included, the price and how long the offer is valid.
• Booking Confirmation: our written confirmation, after your acceptance and any deposit, that dates and reservations have been secured.

2. What we do

Our Coordination Services consist of:

• listening to what you need and passing your information to one or more suitable Providers;
• obtaining treatment opinions, plans and prices from those Providers and presenting them to you;
• arranging appointments and coordinating dates between you and the Provider;
• arranging non-medical travel elements: airport transfers, accommodation, interpreting and local assistance, where these are part of your Quotation;
• acting as the point of contact before, during and after your stay, including passing on messages and documents between you and the Provider;
• helping you assemble the paperwork a Provider or an insurer asks for.

3. What we do not do

We are an intermediary, not a healthcare provider. In particular:

• we do not examine, diagnose, treat, prescribe, operate, or give medical, dental or pharmaceutical advice, and nothing we say is a second opinion;
• we do not select your treatment for you and we do not decide whether you are medically suitable. That decision belongs to the treating physician after examining you;
• we do not employ, supervise, instruct or control any Provider, and we cannot direct clinical decisions;
• we do not guarantee a medical result, a success rate, a recovery time or an absence of complications;
• we are not an insurer and we do not underwrite risk. Any insurance offered alongside your booking is a separate product of a licensed insurer, subject to that insurer’s own policy wording;
• we do not provide flights unless a flight is expressly listed in your Quotation.

Your medical contract is with the Provider, not with us. The Provider is responsible for the treatment, for informed consent, for the medical record, for complications and for aftercare, under the law of the country where the treatment takes place.

4. How a booking is made

1. You send an enquiry with the information the Provider needs to assess your case.
2. We obtain one or more opinions and send you a written Quotation. A Quotation is valid for the period stated on it, normally 14 days, and prices may change after that.
3. You accept the Quotation in writing, by e-mail or through a signed form.
4. You pay the deposit stated in the Quotation.
5. We send you a Booking Confirmation. The contract is formed when you receive the Booking Confirmation, not before.
6. Before you travel we send you a schedule with your appointment times, addresses, transfer details and a contact number for the duration of your stay.

Nothing on our website or in a price list is an offer we are bound by. Only a written Quotation is.

5. Prices, payment and taxes

• Every price in a Quotation is stated in a named currency and says clearly what is included and what is not.
• Unless the Quotation says otherwise, prices exclude international flights, visa fees, travel and health insurance, personal expenses, medication bought after discharge, and any treatment that is added after you arrive.
• A deposit of the amount stated in the Quotation secures your dates. The balance is payable as set out in the Quotation, normally to the Provider on arrival.
• Where we collect a payment that is due to a Provider, we do so on that Provider’s behalf and we pass it on. That does not make us the supplier of the medical service.
• Bank charges and currency conversion costs are yours. If a payment fails or is reversed we may suspend the booking until it is settled.
• Prices already confirmed will not be increased, except where a tax, a public levy or an exchange rate applied by the Provider changes after confirmation and the Quotation expressly allows the adjustment. In that case we will tell you before you travel and you may cancel free of charge if the increase exceeds 8 per cent of the total price.

6. Your right to withdraw, and its limits

If you are a consumer in the European Union or in Türkiye, you have 14 days from the day the contract is concluded to withdraw from our Coordination Services without giving a reason. To withdraw, send a clear statement to hello@welldemir.com before the 14 days end. We will refund what you have paid us within 14 days of receiving your statement, using the same means of payment you used.

Two limits apply, and both come from the law rather than from us:

• Services tied to a specific date. Accommodation, transport, transfers and other travel services supplied on a specific date or for a specific period are excluded from the right of withdrawal by Article 16(l) of Directive 2011/83/EU and by Article 15 of the Turkish Distance Contracts Regulation. Cancelling those follows clause 7 instead.
• Services already fully performed. If you ask us in writing to begin work at once and we complete our Coordination Services before the 14 days end, you lose the right of withdrawal for that part, under Article 16(a) of the same Directive. If we have only started, you owe a proportionate amount for the work done.

The right of withdrawal never applies to the medical treatment itself, which is a health service contracted directly with the Provider and excluded from distance selling rules.

7. Changing or cancelling a booking

7.1 If you cancel

Tell us in writing as early as you can. The following applies to the amounts you have paid to us for Coordination Services and for travel elements we have booked for you:

Amounts you have paid directly to a Provider are refunded according to that Provider’s own cancellation policy, which we will send you with the Quotation. We will support your refund request but we cannot decide it.

7.2 If you change dates

One change of date is free if you ask more than 15 days before the first appointment and the Provider and the hotel can accommodate it. Later changes are treated as a cancellation and a new booking, and any price difference is yours.

7.3 If we or the Provider cancel

If a Provider withdraws, if a physician becomes unavailable, or if we cannot deliver a material part of what was confirmed, we will offer you an equivalent alternative at no extra cost or, if you prefer, a full refund of everything you have paid us. If the change is significant and you reject the alternative, you may cancel without charge.

7.4 If treatment cannot go ahead on medical grounds

If, after examining you, the treating physician decides that the treatment is not appropriate or must be postponed, no medical fee is due for the treatment that did not happen, subject to the Provider’s policy on consultation and test fees. Our fee for work already carried out, and any non-refundable travel cost, remain payable. This is why we recommend insurance, see clause 10.

8. Your obligations

• Give complete and truthful information about your health, including every illness, allergy, medication, previous operation, pregnancy and substance use. Concealing information can make a treatment dangerous and can invalidate an insurance policy.
• Tell us at once if your health changes between booking and travel.
• Hold a valid passport and, where required, a visa. Entry requirements are your responsibility. We will tell you what we know but we do not warrant it, and we do not refund a booking missed because of a document problem.
• Follow the Provider’s pre-operative and post-operative instructions, attend the appointments arranged for you and stay for the full recommended period.
• Behave lawfully and respectfully towards Providers, hotel staff and our team. We may end our services, without refund, in the case of abusive or unlawful behaviour.
• Arrange your own travel and health insurance, see clause 10.

9. Travel arrangements and package travel

Where your Quotation combines at least two different types of travel service, for example accommodation together with transfers, for the same trip, that combination may be a package or a linked travel arrangement under the Turkish Package Tour Contracts Regulation and, for consumers resident in the European Union, under Directive (EU) 2015/2302. Where it is, you have the rights that legislation gives you, including protection against our insolvency, which is covered by our travel agency guarantee insurance held under our travel agency licence. Your Quotation will say expressly whether it is a package.

Where we book a flight, a hotel or a transfer for you and the Quotation states that we act as an agent, the contract for that element is between you and the airline, hotel or transport company, on its own terms.

10. Insurance

We strongly recommend that you take out travel and health insurance that covers medical treatment abroad, complications, extended stay, repatriation and cancellation. Where an insurance product is offered alongside your booking, it is issued by a licensed insurer, it is optional, and the insurer’s policy wording governs the cover, the exclusions and the claims procedure in full. We are not the insurer, we do not decide claims and we do not guarantee that a claim will be accepted.

11. Complications, revisions and aftercare

Any medical complication, revision procedure or guarantee is a matter between you and the Provider, on the terms the Provider gave you before treatment. Where a Provider offers a revision guarantee, its scope and its time limit will be stated in your Quotation.

We will help you: we will pass your report to the Provider, ask for a written response, chase it, and arrange a follow-up appointment if the Provider agrees to one. What we cannot do is oblige a Provider to perform a revision, or pay for one ourselves.

12. Complaints

Tell us as soon as a problem arises, ideally while you are still in Türkiye, so that it can be put right on the spot. Written complaints go to hello@welldemir.com. We acknowledge within 3 working days and give a substantive answer within 15 working days. If we need longer, we will tell you why and when to expect the answer.

A complaint about clinical care will be passed to the Provider and, where you ask us to, to the Provincial Health Directorate of the Turkish Ministry of Health, which supervises health tourism providers.

13. Our liability

We are liable for performing our own Coordination Services with reasonable skill and care, and for the direct loss that results if we do not. Nothing here limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited, and your mandatory consumer rights are unaffected.

Subject to that, we are not liable for:

• the medical outcome of a treatment, a complication, an infection, a scar, a failed graft, an unsatisfactory aesthetic result, or clinical negligence by a Provider;
• the acts or omissions of any independent Provider, including a hotel, an airline, a transfer company or an interpreter;
• loss caused by information you gave us that was incomplete or untrue;
• flight delays, cancellations, strikes, border closures, epidemics, natural events, war, civil unrest or any other event beyond our reasonable control;
• indirect or consequential loss, loss of earnings, or loss of enjoyment.

Where we are liable, our liability is limited to the total amount you have paid to us for Coordination Services in respect of the booking concerned, except where the law does not permit such a limit.

14. Force majeure

Neither of us is in breach for a failure caused by an event beyond reasonable control. If the event lasts more than 30 days, either of us may cancel; we will then refund what you have paid us, less amounts a supplier has irrecoverably charged.

15. Personal data

We process your data as described in our Privacy Policy. Sending your medical information to a Provider is essential to obtaining a treatment plan, and we do it only with your explicit consent, which you may withdraw at any time.

16. Assignment, severability and entire agreement

You may not transfer this contract to someone else without our written agreement, which we will not withhold unreasonably if a companion or a family member takes your place and the Provider accepts. If any clause is held invalid, the rest continues to apply. Your Quotation, your Booking Confirmation and these terms are the entire agreement between us; where they conflict, the Quotation prevails.

17. Governing law and disputes

This contract is governed by Turkish law, and the Istanbul (Çağlayan) Courts and Execution Offices have jurisdiction.

If you are a consumer resident in the European Union, this does not deprive you of the protection of the mandatory rules of your country of residence, and you may bring proceedings there. If you are a consumer in Türkiye, you may apply to the Consumer Arbitration Committee or the Consumer Court of your place of residence, within the monetary limits published each year by the Ministry of Trade.

We are always willing to try to settle a dispute directly first. Please use clause 12 before starting proceedings.

18. Contact

Demir Health Turizm A.Ş. (WellDemir)
Esentepe Mah. Büyükdere Cad. Özsezen İş Merkezi No: 124, Inner Door No: 9, Şişli / İstanbul, Türkiye
hello@welldemir.com · +44 7488 811362