Applies to bookings made through Solitaire Travel Pty Ltd, including under the Solitaire Travel brand and the Snatched Waist brand.

1. About this Policy

This Refund Policy explains how we handle deposits, payments, and refunds for medical tourism bookings made through Solitaire Travel Pty Ltd (ACN 693 081 935) (Solitaire Travel, we, us, our).

This Policy sits alongside our Website Terms and Conditions and our Privacy Policy. When you proceed to book a procedure with us, the specific refund and cancellation terms for that booking are confirmed in a written Patient Agreement.

Where this Policy and the Patient Agreement differ in respect of a specific booking, the Patient Agreement prevails.

2. Scope

This Policy applies to medical tourism bookings made through Solitaire Travel, including bookings under the Snatched Waist brand. It covers:

• deposits and payments collected by Solitaire Travel;
• cooling-off and cancellation rights;
• refunds owed to you by us; and
• costs that may be retained or recovered from you.

This Policy does not cover finance arrangements with third-party lenders (such as TLC Finance). Any credit agreement you enter is between you and the lender, subject to the lender’s own terms and conditions.

3. Enquiries and quotes

Submitting an enquiry, requesting a quote, or otherwise expressing interest through our websites or to our team does not constitute a booking and does not involve payment. No money changes hands at this stage, and no refund is relevant.

A booking is only created when a Patient Agreement is signed and a deposit (or finance approval) is in place.

4. Deposit and payment structure

The Patient Agreement sets out the deposit and payment structure that applies to your specific booking. In general:

Self-funded clients: A deposit of 25% of the package price is paid on signing the Patient Agreement. Once the 48-hour cooling-off period closes (see Section 5), the deposit triggers the next phase of pre-procedure work, including clinical clearance and the booking of flights and other travel logistics. The remaining balance is paid on a schedule set out in the Patient Agreement, with the final instalment due before surgery.

Finance-funded clients (via TLC Finance): Once your finance application is approved by TLC Finance, the 48-hour cooling-off period closes (see Section 5), and clinical clearance proceeds. Once you are surgically cleared, the full financed amount is transferred from your account to Solitaire Travel, which triggers the booking of flights and other travel logistics.

In both pathways, the 48-hour cooling-off period precedes any commitment of funds or third-party bookings on your behalf.

5. 48-hour cooling-off period

Every patient is entitled to a 48-hour cooling-off period, starting from the moment the Patient Agreement is signed.

If you change your mind for any reason during the cooling-off period and notify us in writing (by email to complaints@solitairetravel.com or to your client advisor):

• Self-funded clients: your deposit is refunded in full.
• Finance-funded clients: no amount has been transferred to us during the cooling-off window, so there is nothing to refund from us. You handle the unwinding of your finance arrangement directly with TLC Finance.

After the cooling-off period closes, the cancellation and refund terms in Sections 6 to 8 apply.

6. Cancellation by you (after the cooling-off period)

If you withdraw from your booking after the 48-hour cooling-off period:

We retain 25% of the package price to cover flights and other direct costs committed on your behalf. Where actual direct costs committed exceed the 25% retention, the additional costs are also recovered from you.

Direct costs include (but are not limited to):

• non-refundable or partially-refundable flight bookings;
• accommodation deposits or non-refundable nights;
• pre-procedure pathology, imaging, or scanning fees we have paid on your behalf;
• clinical screening, surgical-team review, or other clinical coordination fees;
• compression garments, medical supplies, or other items ordered for your specific booking;
• any other third-party costs we have committed on your behalf with your express or implied authority.

How this applies to each pathway:

• Self-funded clients: the 25% retention is taken from the deposit you have already paid. Any amount you have paid above 25% is refunded to you, less any additional direct costs that exceed the 25% retention.
• Finance-funded clients: if you have already been clinically cleared and have transferred the full financed amount to us, the 25% retention is applied and any amount above 25% is refunded to you. If you have not yet been clinically cleared (and therefore no funds have been transferred to us), there is nothing for us to refund. You may, however, be invoiced for direct costs we have committed on your behalf, and you will need to manage your TLC Finance loan separately with TLC.

The specific direct costs that apply to your booking are itemised in your Patient Agreement and confirmed at the point of cancellation.

7. Cancellation by us (clinical unsuitability)

If, after honest disclosure of your medical history and complete pre-procedure screening, you are assessed by our clinical team as not suitable for the procedure, we will cancel the booking.

In that case:

• Self-funded clients: your deposit is refunded in full, and any other amounts paid to us are refunded in full. We will only retain direct third-party costs already incurred where those costs were unavoidable and where you were notified before they were incurred.
• Finance-funded clients: no funds will have been transferred to us, so nothing is owed by you to us and nothing is refunded to you from us. We will not invoice you for any clinical-screening work we have done. You will need to manage your TLC Finance loan separately with TLC.

A finding of clinical unsuitability is a clinical judgment made by the responsible surgical team. It is not a discretionary commercial decision.

8. Date changes

A change to your surgery date, requested by you, does not in itself trigger a cancellation or refund. We will make reasonable efforts to accommodate date changes, subject to surgical-team availability and travel logistics.

If a date change incurs additional third-party costs (for example, flight change fees, accommodation re-booking fees, or amended pathology and imaging), those costs are recovered from you. Where the change is caused by force majeure or by us, we will arrange a reasonable alternative at our cost.

9. Misrepresentation

If you have provided false, misleading, or incomplete information during screening or in your Patient Agreement (including in relation to your medical history, current medications, weight, pregnancy status, or other clinical factors), the refund and cancellation provisions in your Patient Agreement that deal specifically with misrepresentation will apply. Those provisions are designed to recover costs unfairly incurred as a result of the misrepresentation.

10. Refund mechanics

Where a refund is owed:

• Method: refunds are paid back via the original payment method, where possible. EFT refunds are processed to the bank account from which the payment was received. Card refunds are processed to the originating card.
• Timing: we aim to process refunds within 10 business days of confirming the refund amount. Banks and card networks may take additional time to settle the refund into your account.
• Currency: refunds are paid in Australian dollars. Where you originally paid in Australian dollars, the refund amount equals the amount paid (less any retained amounts under this Policy). We are not responsible for currency conversion losses, fees, or fluctuations between the date of payment and the date of refund.
• Finance-funded clients: where a refund is owed to a finance-funded client, the refund is paid directly to you (the patient), to the bank account from which the original payment was received. You remain solely responsible for managing your obligations under any credit facility with TLC Finance, including any decision to apply the refund toward your loan balance.

11. Australian Consumer Law

Nothing in this Policy excludes, restricts, or modifies any right, guarantee, or remedy you have under the Australian Consumer Law that cannot be excluded, restricted, or modified.

You may have additional rights under the Australian Consumer Law where a service we provide does not meet a consumer guarantee (for example, where it is not provided with due care and skill). Those rights apply in addition to the refund rights set out in this Policy.

12. Disputes and complaints

We aim to resolve all refund and cancellation matters fairly and quickly. If you have a concern about a refund decision or any aspect of this Policy:

• Contact your client advisor or our team in the first instance (email enquiries@solitairetravel.com).
• If your concern is not resolved, escalate it in writing to complaints@solitairetravel.com.

We will acknowledge your complaint within 5 business days and aim to provide a substantive response within 21 days.

If your complaint is not resolved through our internal process, you may also have the right to refer the matter to a court of competent jurisdiction in Queensland or to an applicable ombudsman or consumer affairs body.

13. Contact

Solitaire Travel Pty Ltd
ACN 693 081 935 · ABN 78 693 081 935
29/97 Creek Street, Brisbane City QLD 4000
Email: enquiries@solitairetravel.com
Phone: 1300 973 921

For complaints:
Email: complaints@solitairetravel.com