The international patient will be efficiently directed to the institution’s payment button, ensuring easy entry and providing a high-quality and satisfying service.
The international patient care department previously delivers a quote with the services required by the patient and the patient will make the payment through the following options, which can be found on the website of the Clinic and/or Facilities of the Institution:
- PayPal- international
- Debit and credit cards: we accept payments with national and international credit and debit cards of the Visa, MasterCard and American Express franchises.
- EPAYCO- International
- WOMPI – International
- PSE
- Bancolombia Button
- QR code
- Bank transfer to current account of the banks registered by the clinic, which are previously informed to the payer.
- Cash: We receive Colombian pesos and US dollars.
Use of cards inside the clinic: if the payment is made inside the clinic, the owner of the card must be present with his document that accredits him as such.
To make the payment in the PayPal, Wompi, Epayco and PSE gateways, it is not required to be previously registered, because, at the time of the transaction, the customer must fill in some basic data and with this they can carry out the payment process.
The PayPal payment gateway is certified with the highest level of security standards. In addition, it has a fraud prevention system with transactional monitoring and business investigations to mitigate the risk in each transaction.
You can consult PayPal’s privacy statement at the following link:
https://www.paypal.com/us/legalhub/privacy-full?locale.x=en_US
Once the payment is made, the patient must send the support to the email: international.care@ceomedellin.com and then asks the commercial advisor who is guiding them in the clinic to verify to proceed with the scheduling of the required services.
Once the payment has been verified, our financial department will send the patient’s respective invoice to the patient’s email.
Important
The country under which your bank account is domiciled may have specific policies for payment processing, which are separate from the Clinic of Ophthalmological Specialties. These policies may contain special conditions or exclusions relating to the particular transaction for you or your country, which may even change your relationship with us as well as the intermediaries involved in processing your transactions and handling your funds. By using the payment services, you agree to these terms and conditions as defined in the Additional Terms applicable to your country or your bank, so we recommend that you are aware of them in advance.
If payment is made in cash or dollars
The patient in the company of a person from the international patient care department goes to the cashier area to make the payment, either in Colombian pesos or in US dollars, there the cashier will deliver the cash receipt as support. Subsequently, the electronic invoice will be sent to the email registered by the patient.
Payment through business accounts
You may use the payment services in the name of a person or in the name of a company (a company being understood as any company, partnership, entity, foundation, corporation or any other type of legal person, legally incorporated). These options are considered a business type account. By using the payment services on behalf of a business, you represent that you are expressly authorized to bind the business or entity to these terms and therefore that the business or entity is adhering to these terms.
Refunds
How do I handle the reversal of a credit card transaction?
If the reversal of the payment was requested within the same day and the transactional network allows it, it can be «Void Transaction». It is important that it is done immediately, so that the cancellation is online and executed quickly.
The override process depends on the network or platform used. In the specific case of payments made by the Wompi platform, transactions can be approved in a few seconds and after being approved it does not allow cancellation.
If the transaction has been approved and does not allow it to be cancelled, it is necessary to send us an email to international.care@ceomedellin.com making the request for the reversal process. The email must carry the following information:
- Bank-generated authorization code
- Date of transaction
- Last 4 digits of the card
- Transaction Value
In the event that the reversal is not made within the defined times, the money will be refunded within a maximum time of ten (10) business days, after verification by our financial department.
How do I manage the refund of money with payment by debit card or cash?
If the payment was made by credit card: the person must request the refund by email to the international patient care department international.care@ceomedellin.com with the following information:
- Beneficiary Name
- Type of ID
- Identification number
- City
- Country
- Bank Name
- Account number
- Country where the account is registered
- Bank Swift Code
If the payment was made by debit card or in cash: the person must send an email to the international patient care department international.care@ceomedellin.com requesting the money back, informing the bank and the number of the account to which it must be refunded. The money is refunded the next business day.
Unrecognized transactions
When a consumer is unaware of a transaction or has a problem with it, either because they are a victim of fraud, dissatisfaction with the product received, among others, they can file a claim with their Issuing Bank, that is, the Bank where they purchased their card. The Issuing Bank must then initiate a process known as a Chargeback or Dispute before the Bank where the merchant has the acquiring, through the networks or franchises.
For this, the cardholder has a maximum time of 30 days to notify their Issuing Bank of the disagreement or ignorance of a purchase. It is important that you also know that chargebacks are a right of the cardholders, so this procedure is regulated by the Visa, MasterCard and American Express Franchises worldwide, which implies that all issuing and acquiring entities must comply with the established processes.
Limitation of liability
In no event shall we be liable for any indirect, punitive, incidental, punitive, punitive, special, consequential damages, lost profits, loss of business opportunity, or loss of reputation resulting from the use of or inability to use the Services or the unavailability of the Services. We will also not be liable for any damages resulting from or related to hacking, tampering with, or any unauthorized access to or use of the PayPal Services, the data, servers, infrastructure of the PayPal Payor, for errors in the use or implementation of anti-fraud measures, security controls, or any other security measures, or by the illegal actions of third parties.
The user knows and accepts that PayPal’s contractual liability will be limited to material, direct, quantifiable, verifiable and foreseeable damages, attributable to the actions or omissions of PayPal even for slight fault, who will be understood to have the degree of diligence required of a merchant in the ordinary course of his business.
In no event shall our liability, and in the aggregate, exceed the value of the payment or transfer you make through the PayPal Services that is the subject of dispute.
Dispute resolution
The user knows and accepts that disputes generated by payments or transfers made through payment platform services are procedures outside Clínica de Especialidades Oftalmológicas, as they are carried out between the issuer of the payment method or the Payer’s financial institution and the PayPal Merchant. The PayPal Merchant is fully responsible for handling dispute requests and submitting all required documentation; however, we may mediate in the resolution of the dispute, without under any circumstances being considered a party.
In accordance with applicable regulations, payers may exercise the right of withdrawal for certain purchases made through the PayPal platform, for which they must notify PayPal and the issuer of the payment instrument of the withdrawal request within five days following the provision of the service, delivery of the purchased good, or expiration of the period for receiving it.
Applicable Law and Jurisdiction: this policy will be governed by the laws in force in the Republic of Colombia. Any disputes that arise will be submitted to the decision of the competent jurisdictional authorities in the city of Medellín.
HANDLING OF SERVICE CANCELLATIONS
When the patient has any issue that prevents them from undergoing a procedure or receiving a service for which they had previously paid, they must inform the sales advisor at Clínica de Especialidades Oftalmológicas who is providing care as soon as possible and must indicate whether:
- They wish to postpone the scheduling of the service: in this case, this shall not give rise to the return or refund of the money paid for the service, and the payment will be kept to cover the service when the patient is treated. No additional costs will be generated as long as the service costs are not affected by changes to any of the items in the quotation. If the patient postpones care for 6 months or more, this may result in a change in the rate due to increased costs, which would imply that the patient must pay an additional amount to cover the new rate.
- They wish to receive a refund: if the patient cancels the scheduled service and does not wish to reschedule it, they may request a refund of the money paid, provided that they give notice before the procedure is performed. If the canceled service includes the purchase of a supply specially custom-made for the patient and, at the time the service is canceled, the clinic has already paid the supplier for this special supply, the cost of the supply will not be refunded to the patient. The clinic may provide a copy of the payment made to the supplier as supporting documentation for the patient. The remaining amount will be refunded to the patient in accordance with this policy.
COSTS ASSOCIATED WITH BROKERS OR COMMISSION AGENTS
When a patient accesses the services offered by Clínica CEO through a broker or commission agent who acts as an intermediary for the services, the patient will not have an increase in the rate paid to Clínica de Especialidades Oftalmológicas. The price is quoted only for the services to be received and according to what is specified in the quotation.
The amount that Clínica CEO pays to the commission agent is previously agreed upon between the parties and does not alter the final price for the patient. This means that the rate for each service will be the same whether the patient accesses it through a broker or directly through Clínica CEO. Variations in the quotation will correspond only to special supplies or specific aspects requested by the patient, nothing else.
SITUATIONS THAT COULD GENERATE ADDITIONAL CHARGES/PAYMENTS
Although services related to laser procedures and surgery are covered by complication insurance, there are situations that could generate an additional payment. For example:
- Services not included in the quotation.
- The exclusions defined in the complication insurance (for example, when the patient fails to follow postoperative care instructions or when the patient provides false information about their health status and this results in a postoperative complication). See information on the Surgical Complication Insurance.
- When the patient’s stay is extended due to a complication or a decision to undergo additional procedures, the additional cost generated by lodging, transportation, and meals (which are not included in the rate for our services) must be assumed by the patient. In these cases, the clinic has special agreements with hotels in the city that may offer us a special rate. Please discuss the case with the sales advisor who is assisting you at the clinic so that they can advise you in this regard.
- In refractive surgery or cataract surgery procedures, there is a possibility of a “refractive surprise” (an unwanted deviation from the expected visual outcome due to the biological healing of the eye or the limits of the technology).
- Enhancements: If the surgeon determines that an enhancement procedure or «bioptics» is necessary after the stabilization period, the costs of operating room fees, new supplies, or therapeutic contact lenses will be borne by the patient, unless a prior warranty plan has been purchased.
- Treatment: The management of infections, atypical inflammation, or lens displacement requiring reintervention will generate additional charges for medical fees and clinic fees.
- Supplementary Diagnostic Tests: any supporting test that is not explicitly included in the surgical package and is necessary for monitoring the patient’s progress will have an additional cost according to the clinic’s current fee schedule.
- Bank Fees: Costs arising from international transfers (SWIFT) or foreign exchange rates must be fully borne by the sender.
Refund: If the patient cancels a scheduled service and had already made the payment before it was performed, the money will be refunded as stated above, but expenses associated with travel, meals, lodging, and others must be assumed by the patient. If these travel services were purchased through one of our partners (Salud sin Fronteras, HealTrip, or Servitravel), these companies will carry out the corresponding management and inform them about the refund process, as applicable.