GALENZON Payment, Cancellation & Refund Policy

1. Three distinct roles

Every transaction arranged through GALENZON involves three separate roles. Understanding them explains who is responsible for what.

• GALENZON (marketplace and technology platform) — operates the marketplace, records treatment requests and offers, presents booking terms, initiates payment flows through the payment provider and maintains platform records. GALENZON does not provide treatment.
• The dental clinic or professional — assesses the case, issues the offer, delivers the treatment and is responsible for its clinical content, its own cancellation and rescheduling arrangements and any warranty or guarantee it offers.
• The payment processor (Stripe, including Stripe Connect) — handles card and payment processing, payment security, payouts to clinics and related risk and compliance checks.

GALENZON is not a bank, escrow provider or regulated payment institution, and does not hold client money in that capacity.

2. Which terms apply to your payment

The terms that govern a specific transaction are the booking and payment terms displayed to you before you pay, together with the clinic's offer and, for clinics, the applicable clinic or marketplace agreement. Those documents take precedence over the general description on this page. Where a commercial rule has not yet been finalised and published, it is not in force and should not be assumed.

3. How payments are taken

When you accept an offer, the platform records that exact offer version and creates a single payment obligation for the accepted treatment amount. The standard GALENZON treatment payment is one payment of the full accepted amount, made once through the authorised GALENZON payment workflow before treatment. GALENZON does not split the treatment price into patient instalments.

Any later stages you see in your case — for example a clinic invoice you are asked to confirm once part of the treatment has been carried out — document the progress of your treatment. They do not create a second patient payment for the same accepted treatment.

Additional elective treatment with an additional cost is handled separately, as described below. GALENZON does not store full payment card numbers; card data is handled by the payment provider. The platform keeps a record of the payment, its status, amount, currency and references, linked to your case and to the offer version you accepted.

4. What the amount you pay covers

The amount you pay is the accepted treatment amount shown in your offer, plus any additional treatment you have accepted separately. GALENZON's commercial arrangements with a clinic — including any fee, commission or settlement mechanism between GALENZON and that clinic — form a separate confidential business-to-business relationship. They are not an extra charge to you and do not form part of your treatment invoice.

Flights, hotels, transfers and other travel bought from outside providers are separate purchases and are not part of the treatment amount.

5. Additional treatment and change orders

The accepted treatment price cannot be changed by the clinic through GALENZON. If a clinic identifies further elective treatment that would cost more, it must normally send you a documented change order through the platform, with the clinical reason and the price, and you must accept it before that additional treatment is carried out and charged. Silence is never treated as agreement.

Declining additional treatment does not oblige a clinician to carry out a procedure they consider clinically unsafe or inappropriate. A clinician may decline to proceed, or may limit treatment, on clinical-safety grounds, and should explain that to you. In a genuine clinical emergency during treatment, immediately necessary care may be given first and documented afterwards.

6. Clinic settlement

Amounts due to a clinic are settled through the payment provider in accordance with the applicable clinic agreement and the platform's internal release process, which requires administrative approval before funds are released. Those commercial terms — fees, commission, release stages and settlement timing — are confidential terms between GALENZON and the clinic. They are not published here, do not appear on your treatment invoice and do not change the amount you pay.

7. Payments made outside GALENZON

Where a clinic asks you to pay for the introduced treatment outside the authorised GALENZON payment workflow, that payment sits outside the platform's records. GALENZON's own transaction, booking, change-order and dispute-handling protections are built on platform records and may not apply to it.

This does not mean you lose your statutory consumer rights, your rights against the clinic or any rights you may have under your payment method's scheme rules. Those rights are not waived by paying off-platform. Soliciting off-platform payment for an introduced treatment is a breach of the clinic agreement, and you can report it to support@galenzon.com.

8. Cancelling before treatment

Where treatment has not begun and you cancel before the platform's applicable cutoff — 48 hours before your recorded outbound travel — you can cancel in your case and request a refund yourself, and the treatment component follows the full-refund policy in force at the time of your booking.

Cancelling inside the final 48 hours is not self-service. It is handled by GALENZON support together with the clinic, because clinic time, materials and laboratory work may already be committed, and part or all of the treatment amount may not be refundable.

That cutoff is not a statement that no refund is possible for any reason. A refund may still be due after the cutoff — for example where mandatory consumer law requires it, where the clinic cancels, is unable to treat you or is in breach, where treatment does not take place, in documented medical or emergency circumstances, or under your payment method's scheme rules. Contact support@galenzon.com and the case will be reviewed.

Rescheduling an appointment is arranged with the clinic. GALENZON does not override rights you have under mandatory consumer law in your country of residence.

9. Flights, hotels and other travel

Flights, accommodation and other travel services are provided by third-party travel providers, not by GALENZON. Their prices, availability and cancellation and refund rules come from the provider and are governed by that provider's own terms. Cancelling treatment does not automatically refund a flight or a hotel; refunding a travel booking is a matter between you and that provider.

10. How a refund is handled

A refund of the treatment amount may be available where this policy, the booking terms shown before you paid, the clinic's offer, the clinic agreement or mandatory law provides for it — for example where treatment does not take place, where you cancel before the cutoff, or where a clinic agrees a refund.

• Refund requests can be raised in your case, with the clinic, or with GALENZON at support@galenzon.com.
• Refunds are reviewed and authorised by GALENZON administrators and executed on our servers through the payment provider. They are never issued by a browser action, and a refund can never exceed the amount still refundable on that case.
• Full and partial refunds are both possible, and every refund is recorded against the case it belongs to.
• Approved refunds are returned through the original payment method via the payment provider. Timing depends on the provider and your bank.
• A refund of the treatment amount does not refund third-party travel costs, and does not by itself settle a separate dispute with a clinic about treatment.

11. Disputes and chargebacks

If you raise a dispute or chargeback with your card issuer, the payment provider will notify us and the transaction may be held or reversed while the case is assessed. We may ask you and the clinic for information in order to respond. Misuse of chargebacks in place of the normal complaint process may result in account suspension.

12. Currency, taxes and third-party charges

Prices are shown in the currency displayed at the time. Your bank or card issuer may apply conversion or international transaction charges that are outside our control. Taxes applicable to treatment are determined by the clinic and the law of the country where treatment is provided. Travel and accommodation costs are your responsibility unless a clinic expressly includes them.

13. Complaints about payments

Payment and refund complaints can be sent to support@galenzon.com. Verification or compliance-related payment questions go to compliance@galenzon.com. See also our Terms & Conditions and Privacy Policy.