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This guarantee applies to clients who have booked a plastic surgery procedure through our agencies or directly through our website.

Our Commitment and Guarantee

At we stand by the service that we offer believing in quality, patient satisfaction and that we have a responsibility to our patients long after they have returned home. provides our patients with the assurances that they are not putting themselves at unnecessary risk by travelling overseas for surgery.

Patients are advised that risks are inherently associated with any surgery, and that patients should be fully informed of those risks prior to electing to undertake surgery with Information on surgical, anesthetic and other risks are detailed in our information’sprocedures documents which are available Patient should also fully discuss these risks with their attending surgeon.

If clients are healthy without prior medical conditions and have realistic expectations, follow their surgeon’s advice and recovery instructions, then clients should be pleased with their results. If, in the case that a problem does arise as a direct result of the surgery or hospital admission that requires corrective surgery, by the Hospital has a guarantee policy and review process.

Review Process

If a patient has a complication then should be immediately advised including full details of that complication along with any evidence such as photos, medical reports or statements.

A review committee consisting of the attending Plastic Surgeon, Senior Plastic Surgeon and the Medical Director of the Hospital will review the complication.

The review committee will review the evidence and make a determination. This determination will essentially be :

  • That the complication is related to surgery, hospital treatment or admission.
  • That the complication is related to unrealistic expectations of the patient, previous medical or       pre-existing conditions, the patient not fully following post-operative or surgeons instructions.
  • That the complication is not related to surgery, hospital treatment or admission.

After a determination of the above, the amount and extent of responsibility between, the Hospital and the patient will be allocated. In some cases, responsibility will be 100% allocated to and the Hospital, in others, 50% to with the Hospital and 50% to the patient, and in others 100% responsibility to the patient. Allocation of responsibility will be made on a case by case basis. will notify the client of the determination in writing.

If a client disagrees with the determination, they should immediately notify, in writing, providing the reasons why they disagree with the determination.


Patients should be aware that:

All post-operative advice provided by surgeons, including medication recommendations, restricted activities, follow up care must be followed.

Compression garments where recommended must be worn according to the surgeons instructions.

Post-operative stays must be in an approved hotel.

In case that a patient considers to be an emergency, such as acute pain, acute swelling or infection, the patient should seek immediate medical assistance from a licensed medical practitioner. The patient should obtain a medical report or statement detailing the diagnosis, treatment provided and cost of treatment and forward this information to will not reimburse treatment costs that have not been pre-approved in writing by and the Hospital first.

Generally, except in the cases of emergency or acute complications, no determination will be made by and the Hospital for 6 months following surgery. This is to allow ample time for the minimization of any swelling and to allow normal healing, scar minimization etc.

No procedures, except in emergencies or acute complications, may be performed by another surgeon without the consent of and the Hospital.

Significant risk factors that maybe taking into account when making a determination on high risk surgery cases

Patients with any of the following risk factors should ensure that this information has been provided to their surgeon before undertaking any surgical procedure and declared fully and truthfully on the pre admission form, including but not limited to:

  • Patients who smoke or are alcohol or drug dependent
  • Patients outside a healthy BMI range
  • Patients with diabetes or thyroid disease
  • Patients with blood pressure disorders including hypertension, limb ischemia, varicose vein or hemorrhoids
  • Patients with heart conditions including valvular disease or ischemia
  • Patients with renal conditions including chronic renal failure or stone
  • Patients with urinary conditions including benign prostatic hypertrophy, stricture of the urethra
  • Patients with liver conditions including cirrhosis or hepatitis
  • Patients with lung conditions including COPD, asthma or TB
  • Patients with gastrointestinal conditions including peptic ulcer
  • Patients with marrow conditions including dysplastic marrow
  • Patients with nerve conditions including sensory, motor or autonomic disturbance
  • Patients with muscle conditions including weakness, myasthenia-Gravis or Guillain-Barre syndrome
  • Patients with uterine conditions including dysmenorrhea and endometriosis
  • Patients with joint conditions including arthritis
  • Patients with eye conditions including glaucoma
  • Patients with psychiatric conditions depression, schizophrenia or anxiety
  • Patients with systemic conditions including autoimmune disease allergy or cancer
  • Patients with degenerative conditions to the spine, bone, joints, eye or brain
  • Patients with keloid scarring problems
  • Patients with vascular or heart problems
  • Patients who take medications which could interfere with recovery
  • Patients who are allergic to medications or other non-disclosed allergies
  • Patients who are HIV positive, or have hepatitis or syphilis


Patients should be aware that the following exclusions will not be covered by this guarantee
Non-surgical procedures, laser or dental procedures

Inherent risks associated with surgery which are not a result of surgery error, including but not limited to: capsular contracture and skin rippling (in the case of breast implants), numbness and changes in sensation, asymmetry
Changes associated with weight gain/loss or pregnancy since the surgery

Applicable only to patients who have stayed the minimum recommended amount of nights recommended to recovery of the named procedure

Case where patients who have been identified and advised that :

they are high risk surgical outcomes may not be fully attained as expected by the patient prior to surgery, the surgery technique used, or any other factor provided to the patient which may result in a complication. This particularly applies to patients who insist on having a procedure, when they have been informed by the surgeon that the results may not be optimal


If after determination, and taking into consideration the conditions and exclusions above, guarantees in the case of surgery, hospital treatment or admission error, that and the Hospital will in pay in full or on an agreed costs shared basis with the patient for all hospital, admission, surgical and other costs associated with the corrective surgery.

Reimbursement of air ticket for a new intervention will be supported only if it corresponds to the same city of departure and arrival, the same season (low season, mid-season, high season) than the original ticket and economy class only. All additional costs will be borne by the patient.

Reimbursement of hotel expenses: it will be provided only by and the Hospital, identical or similar to the above hotel, all additional costs like: room type or hotel will be different to the customer's expense. does not bear the costs of an attendant.

Note: All corrective surgery procedures must be finalized within 1 year of the original surgery.


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