SURGICAL RESERVATION, RESCHEDULING, AND PATIENT CREDIT POLICY
We want you to be informed.
We would like to share our updated reservation and cancellation policy. Please let us know if you have any questions.
Surgical Reservation, Rescheduling, and Patient Credit Policy
- All payments made to HERO will be credited to the patient’s account and may be applied toward any services, treatments, procedures, or products offered by the institution within the following twenty-four (24) months.
- Just as HERO exclusively reserves a procedure room, medical team, and highly specialized support staff for your scheduled procedure, we ask for the same commitment to your reserved date. Late cancellations generate real costs that impact availability for other patients and the institution’s operations. Therefore, we have established a transparent, proportional policy that is communicated in advance to all patients.
- In the event of a voluntary cancellation or rescheduling of a procedure, HERO will apply a compensation fee for the administrative, financial, and scheduling opportunity costs incurred as a result of reserving surgical time, according to the following schedule:
| Time of Cancellation / Rescheduling | Compensation Applied |
|---|---|
| More than 10 business days before the procedure | No compensation fee |
| Between 5 and 10 business days before the procedure | 5% of the total procedure cost |
| Between 3 and 5 business days before the procedure | 10% of the total procedure cost |
| Less than 72 business hours before the procedure | 20% of the total procedure cost |
| Failure to attend the procedure without prior notice | 25% of the total procedure cost |
- Any applicable compensation fee will be deducted from the amounts paid by the patient. The remaining balance will remain available as a credit for use at HERO within the established validity period. Under no circumstances will cash refunds be issued for payments made when the cancellation results from the patient’s voluntary decision.
- Cancellation requests submitted outside business hours, on weekends, or on public holidays will be deemed received at the start of the next business day. Cancellations due to a properly documented medical incapacity, serious medical emergency, or the death of an immediate family member may be reviewed by HERO on a case-by-case basis and may qualify for a full or partial waiver of the compensation fee.
- Payments made by credit card, debit card, or electronic payment platforms constitute express acceptance of this policy. The patient acknowledges that surgical reservations require the immediate allocation of medical and administrative resources and therefore agrees not to initiate a payment reversal, chargeback, or dispute when the cancellation or withdrawal is the result of the patient’s voluntary decision.
