§1.Summary#
This Refund Policy explains what happens if you need to cancel, reschedule, or otherwise change a booking made through Longevity.haus, and when you are entitled to a refund. It is part of our Terms of Service and is incorporated by reference. In the event of any inconsistency, the Terms of Service control.
Different clinics may publish their own cancellation policy at the point of checkout. Where a clinic policy is shown, that clinic policy applies; this policy applies by default to all bookings where no clinic-specific policy is shown.
§2.Scope and parties#
Longevity.haus is operated by CarbonOS Inc. For payments collected on the Longevity.haus platform, CarbonOS or its payment processor (Stripe) acts as a limited collection agent appointed by the clinic ("Provider"). The contract for the healthcare service itself is between you and the Provider — see §5 of the Terms.
This policy covers refunds in respect of the amount you paid for a booking. It does not cover travel costs (flights, hotels, visas, transfers, time off work) or any consequential losses — those are your responsibility, and we strongly recommend appropriate travel and medical-travel insurance.
§3.Default cancellation policy#
Unless a different policy is shown at checkout, the following applies to every booking you make through the Platform:
- 72+ hours before your appointment — full refund of the amount you paid, less any non-refundable third-party fees (such as payment processing or currency-conversion fees levied by Stripe, your card issuer, or local banks).
- Between 24 and 72 hours before your appointment — 50% refund, or full credit applied to a rescheduled appointment with the same Provider within 90 days.
- Less than 24 hours before your appointment — non-refundable. The Provider has already reserved capacity and incurred preparation costs that cannot be recovered at this notice.
- After your appointment time has passed — non-refundable, regardless of whether you attended.
Times are measured against the appointment's local time at the Provider's clinic, not your local time. For bookings where the appointment time is arranged directly with the Provider after payment (for example, by WhatsApp or phone), the timeframes above run from the appointment time once it is confirmed between you and the Provider.
If no appointment time has yet been confirmed with the Provider — for example, because you paid and have not yet scheduled the visit — you may cancel for a full refund (less non-refundable third-party fees) by emailing support@longevity.haus within 30 days of your payment. After 30 days without a confirmed appointment, the booking is treated as forfeited and is non-refundable; we will, at our discretion, offer a credit toward a future booking with the same Provider.
§4.Refund exceptions#
We will issue a refund — in whole or in part, and outside the timeframes in §3 — in the following circumstances:
- Provider cancels and can't offer an acceptable alternative. Full refund of amounts paid through the Platform. See §7.
- The Provider can no longer deliver the booked treatment (e.g. clinical contraindication discovered at intake, regulatory change, equipment failure). Full refund.
- Duplicate charge or technical error by us, our payment processor, or your bank. Full refund of the duplicated amount.
- Documented medical emergency preventing you from travelling or attending, with supporting evidence (hospital admission, physician letter). We will, at our discretion, offer a credit toward a future booking with the same Provider rather than a cash refund.
- Visa refusal with documentary evidence from the relevant embassy or consulate. We will, at our discretion, offer a credit toward a future booking.
Travel disruption that is not the Provider's fault (flight cancellations, delays, border closures, weather, strikes, geopolitical events) is treated as a force majeure event and does not entitle you to a refund of the booking amount — see §6.6 of the Terms. We will use reasonable efforts to help you reschedule with the Provider.
§5.Rescheduling#
You may reschedule a booking once, free of charge, provided you give the Provider at least 48 hours' notice. Rescheduling is subject to the Provider's availability. Subsequent rescheduling, or rescheduling with less than 48 hours' notice, is at the Provider's discretion and may incur a fee.
Where you reschedule and subsequently cancel the rescheduled appointment, the cancellation timeframes in §3 are measured against the rescheduled appointment time.
§6.No-shows and late arrival#
If you fail to attend a confirmed appointment without notifying the clinic in advance, or if you arrive too late for the Provider to deliver the booked service, the booking is treated as a no-show and is non-refundable. The Provider's slot is held for you and cannot be re-sold to another patient.
Some Providers will, at their discretion, allow you to apply the value of a no-show booking toward a future appointment with them. This is not guaranteed.
§7.Provider-initiated cancellations#
If the Provider cancels your appointment, we will use reasonable efforts to help you reschedule with the same Provider, or — if you prefer — to find a comparable alternative within our network. If neither is acceptable to you, you are entitled to a full refund of amounts paid through the Platform.
Where the Provider cancels because clinical assessment at intake reveals a contraindication to the booked treatment, the same options apply, and a full refund (or a credit, at your election) is available.
§8.Clinical complaints and treatment quality#
Refunds in respect of clinical complaints, allegations of negligence, dissatisfaction with treatment outcomes, or quality concerns are a matter between you and the Provider. The contract for the treatment itself is between you and the Provider; we are not a clinical adjudicator and we do not assess medical care.
We will, at our discretion and without obligation, assist by sharing booking records, providing the Provider's contact details, facilitating communication, or pausing settlement of disputed funds where appropriate while you and the Provider resolve the issue. We do not warrant any particular outcome of such assistance.
§9.How to request a refund#
Email support@longevity.haus with:
- Your booking reference (sent to you in your confirmation email)
- The reason for your cancellation or refund request
- Any supporting documentation (medical certificates, visa refusal letters, travel disruption proof) — relevant where you are relying on an exception in §4
We aim to acknowledge refund requests within two (2) business days and to decide approved requests within five (5) business days of receipt of complete information.
§10.Refund processing and timing#
Approved refunds are processed back to the original payment method. We cannot refund to a different card, bank account, or wallet. Once we initiate a refund, the funds typically appear on your statement within 5–10 business days, though your card issuer may take longer.
Where a refund is partial (e.g. between 24 and 72 hours under §3), the payment-processing fees levied by Stripe and any currency-conversion costs are deducted from the refundable amount before settlement to you.
Refunds in respect of bookings paid in a currency other than your card's billing currency are processed in the original transaction currency. Any difference between the original conversion rate and the rate at the time of refund is determined by your card issuer and is outside our control.
§11.Chargebacks#
Please contact us before initiating a chargeback with your card issuer. Most refund issues can be resolved faster directly with us than through the card network's dispute process, and an unnecessary chargeback can be costly for both parties.
If a chargeback is filed, we may share booking records, payment records, communication records, and government-issued identification information with the card network, our payment processor, and the Provider, as needed to respond to the dispute. Chargebacks found to be fraudulent or filed in bad faith may result in suspension of your account and may be reported to the card network's fraud-monitoring programmes.
§12.Governing law#
This Refund Policy is governed by the laws of the State of Wyoming, USA, without regard to its conflict-of-laws principles. Nothing in this policy limits any non-waivable consumer-protection right available to you under the mandatory law of the jurisdiction in which you ordinarily reside, or under the mandatory law of the jurisdiction in which the Provider is located.
Where the Provider is located in Thailand, this policy is intended to be consistent with the Thai Consumer Protection Act B.E. 2522 (1979) (as amended) and related regulations applicable to digital booking and healthcare services. Slot-based healthcare appointments are, by their nature, services for which the Provider's performance is bound to a specific time and capacity, and the timeframes in §3 reflect the Provider's inability to re-sell that capacity at short notice.
§13.Contact#
Refunds and cancellations: support@longevity.haus
All other enquiries: hello@longevity.haus
CarbonOS Inc, Wyoming, USA. Full contact details and registered address are in §20 of the Terms of Service.