Gebruiks- en Servicevoorwaarden

Please read the following Terms of Use & Services carefully. These Terms supplement the contractual and statutory provisions and govern the legal relationship between the Patient/User and VIMFAY ULUSLARARASI SAĞLIK HİZMETLERİ TURİZM SANAYİ VE TİCARET A.Ş. (“Vimfay”, the “Company”).

1. Parties, Scope and Definitions

These Terms apply to the coordination and facilitation services provided through the website and the Vimfay End-to-End Care mobile application (together, the “Platform”). “Patient/User” means the natural person requesting or receiving services through the Platform; “Healthcare Institution” means the hospital, clinic or physician actually providing the treatment. By using the Platform you accept these Terms.

2. Nature and Limits of the Service

Important: Vimfay provides coordination and facilitation services in international health tourism; it does not itself provide medical examination, diagnosis or treatment. Information on the Platform is for informational purposes only and cannot replace a doctor's appointment or treatment.

• Vimfay's scope of service includes pre-assessment coordination, preparation of medical documents, programme planning, independent selection of a suitable healthcare institution, transmission of quotations, appointments, visa support, transfer, accommodation, interpreting and post-treatment follow-up organisation.
• The Treatment Contract is concluded directly between the Patient and the Healthcare Institution. Vimfay is not a party to that contract.
• Final decisions and responsibility for medical diagnosis, treatment and surgical procedures rest with the authorised physician and the Healthcare Institution.

3. Conclusion of the Contract

• All offers made by Vimfay are non-binding. The contract becomes binding when the offer/service agreement is signed or when the programme price invoiced to the Patient has been paid.
• Binding commitments on the start date of treatment are given only after agreement between Vimfay and the Healthcare Institution.
• Contract-related communication is generally conducted by e-mail. The Patient shall notify Vimfay immediately of any change of e-mail address and is responsible for regularly monitoring their inbox.
• Correspondence containing medical documents and health data is conducted through the Platform's secure channels; sharing sensitive health data by unencrypted e-mail is not recommended.

4. Eligibility and Account

• Services are offered only to foreign-national patients under the International Health Tourism authorisation.
• You must be 18 or older to create an account; for patients under 18, a parent/legal guardian acts on their behalf.
• You are responsible for the confidentiality of your credentials and for activity carried out through your account.
• The information you provide must be accurate, current and complete; incomplete or incorrect medical declarations may invalidate the treatment plan.

5. Prices and Package Pricing

• Unless otherwise agreed, prices quoted for a medical programme are package prices covering all services listed in the respective offer, including Vimfay's consulting and coordination fees.
• Prices published on the Platform are indicative and non-binding; the binding price is stated in the individual offer issued after medical assessment.
• An offer is valid for the period stated therein.
• Additional procedures arising from medical necessity during treatment and not included in the offer are invoiced separately, subject to prior information and your approval.

6. Selection of the Healthcare Institution and Physician

The most suitable Healthcare Institution is selected independently of any existing cooperation agreements between Vimfay and institutions. Selection is based exclusively on medical suitability, accreditation, experience in the relevant diagnosis and quality criteria. Institutions presented on the Platform are not necessarily in a contractual cooperation relationship with Vimfay.

7. Payment, Invoicing and Currency

• Payments are made in the currency and by the methods stated in the offer; exchange differences are calculated at the rate applicable at the time of payment.
• The deposit amount and payment schedule are set out in the offer and the service agreement.
• Invoicing is carried out in accordance with applicable tax legislation.

8. Unused Services

If the Patient does not make use of duly offered services for their own reasons, no pro-rata refund of the package price is granted.

9. Termination and Withdrawal

• The Patient may terminate the contract if Vimfay culpably fails to fulfil its contractual services. Before issuing notice of termination, Vimfay shall be given a reasonable period to perform. In the event of termination for good cause, amounts already paid are refunded.
• The Patient may withdraw from the contract before the start of the medical programme for good cause. A significant deterioration in the state of health, or refusal of a visa application through no fault of the Patient, constitutes good cause. The declaration of withdrawal shall be made in text form and, upon request, supported by evidence.
• In the event of visa refusal, a remonstration process is initiated. A visa refusal is deemed the Patient's fault where the authorities express justified suspicion that the Patient is not willing to return to their home country after treatment.
• Where the Patient validly withdraws and Vimfay is not responsible for the withdrawal and no unavoidable extraordinary circumstances exist, Vimfay may claim appropriate compensation for services rendered and expenses incurred up to the withdrawal, in proportion to the programme price.

The flat-rate compensation applicable according to the time of receipt of the withdrawal declaration is as follows:

Time of Withdrawal	Compensation as % of Programme Price
More than 30 days before the start of the programme	20%
29 – 15 days before	30%
14 – 7 days before	40%
6 – 3 days before	50%
2 days – day of start	60%

Vimfay reserves the right to claim specific compensation instead of the flat rates where it can prove that higher expenses were actually incurred; in such case the calculation takes into account expenses saved and any alternative use of the services. The above rates are indicative and are finalised in the signed service agreement. Your statutory consumer rights remain reserved.

10. Cover for Complications and Follow-up Costs

• Upon conclusion of a contract with Vimfay, the Patient is covered against complications that may arise within the booked medical programme, under the selected package.
• A complication means an objectively identifiable, unexpected consequence of the booked treatment that necessitates medical treatment beyond the scope of the Treatment Contract.
• Costs of standard follow-up care already covered by the contract are not reimbursed.
• Consequences of medical malpractice are not considered a complication; liability in such cases rests with the treating physician and the Healthcare Institution.
• Reimbursement requires that the complication occur within the period stipulated in the policy following completion of treatment and that it be evidenced by a medical certificate.
• The cover limit and duration are determined by the selected package and the issued policy; details are set out in the policy document.

11. Medical Disclaimers and Artificial Intelligence

• DO NOT use the Platform in an emergency; call your local emergency number (112 in Türkiye).
• AI-assisted triage, translation and summarisation tools do not diagnose, do not recommend treatment and do not replace a physician's opinion; they only assist consultation preparation.
• AI outputs are not used for medical decisions without the approval of an authorised physician.

12. User Obligations

• Do not use the Platform for unlawful purposes
• Do not upload information/documents belonging to others without authority
• Refrain from conduct that threatens system security
• Do not post misleading, offensive or infringing content

13. Third-Party Services

Services provided by third parties (healthcare institutions, physicians, hotels, transfer companies, insurers, airlines) are subject to their own terms and conditions. Vimfay coordinates their delivery; liability arising from a provider's fault rests with that provider.

14. Intellectual Property and User Content

• All content, design, trademarks and software on the Platform belong to Vimfay or its licensors; copying and reproduction are prohibited.
• Medical documents you upload remain yours and are processed solely to provide the service.
• Reviews, images or videos may be published only with your separate explicit consent and in compliance with applicable health-promotion legislation.

15. Limitation of Liability

Vimfay provides its coordination services with due care. To the extent permitted by law, Vimfay is not liable for indirect damages, loss of profit, the fault of third-party providers, or consequences arising from incomplete or incorrect information declared by the Patient. Liability arising from medical practice rests with the treating physician and the Healthcare Institution. This clause does not limit your statutory consumer rights.

16. Suspension and Termination

Your account may be suspended or closed in the event of breach, fraud or security risk. Statutory retention obligations remain reserved.

17. Data Protection

Your personal data is processed in accordance with the Privacy Policy, the relevant privacy notices, the consent forms and the Cookie Policy.

18. Governing Law and Dispute Resolution

These Terms are governed by Turkish law. The parties shall first attempt amicable settlement and mediation; unresolved disputes are subject to the Courts and Execution Offices of Ankara, Türkiye. Users qualifying as consumers retain the right to apply to the consumer arbitration committee or consumer court at their place of residence.

19. Changes and Contact

These Terms may be updated; the current version is published on the Platform and material changes are notified in advance. Contact: info@vimfay.com · +90 312 963 1400