Article 1 (Purpose & Definition of the Reservation System)

This Policy establishes the terms and conditions between the client and avaé (hereinafter referred to as 'the Company') regarding the payment, management, cancellation, and refund of deposits for premium medical linkage and local escort services. To ensure a safe and highly structured medical tourism experience for our clients, the Company operates a strict 'Two-Step Deposit System'.

 

Article 2 (Structure of Deposits & Itemised Inclusions)

1. First Deposit (Applicable to Standard / VIP Packages as advised)

The First Deposit serves as an initial commitment fee required to initiate bespoke infrastructure building and preliminary medical consulting for the client’s scheduled itinerary.

 

Inclusions: * Comprehensive research, vetting, and matching of the most suitable local medical institutions and specialist surgeons tailored to the client's needs.

 

• 1:1 dedicated remote medical consultation through initial analysis of the client's medical data.

• Priority securing and temporary locking of the client's preferred surgery slots with the chosen medical institution.

• Pre-allocation of a dedicated 1:1 Concierge Manager and custom planning of local transport logistics and itineraries.

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2. Second Deposit (Invoiced Individually Upon Confirmation of Provisional Medical Quote)

The Second Deposit serves as a practical expense deposit required to finalize and guarantee all local medical and stay infrastructure.

 

Inclusions:

• Hospital surgery room confirmation deposit and medical provider's No-show protection fee.

• Final booking and issuance of the client’s return flights.

• Final reservation of premium local 5-star hotel/resort accommodations and private chauffeured escort vehicles.

• Pre-booking fees for customized sightseeing tours, entry tickets, and local premium activities.

• (For VIP Packages) Inclusion of the remaining balance for the local 24/7 dedicated concierge service.

• [Specification of Payment Method]: All funds paid as the Second Deposit are immediately disbursed to local hospitals and third-party providers (airlines, hotels, etc.) to secure bookings under a prepaid framework. Therefore, upon arrival at the local medical institution, the client is only required to pay the remaining balance directly to the hospital, which excludes the Second Deposit amount already paid through the Company.

• [VIP Premium Private Escort Special Provision]: For the VIP Package, all travel-related expenses for the assigned Director (flights, lodging, and dining) are fully covered by the Company. However, the Client remains solely responsible for their own personal infrastructure expenses—specifically core airline tickets, luxury accommodations, core medical fees, personal dining, and shopping—which must be paid directly by the Client at the venue.

 

Article 3 (Cancellation & Refund Policy by Stage)

 

1. Strict Non-Refundable Principle of the First Deposit

• Upon payment of the First Deposit, the Company’s professional medical consulting personnel are immediately assigned and individual work commences. Therefore, the First Deposit is strictly non-refundable under any circumstances once the transaction is complete.

• This non-refundable policy applies unconditionally to cancellations or amendments resulting from the client's change of mind, personal schedule alterations, unexpected health issues, as well as force majeure events including sudden government-imposed travel restrictions, border closures, or pandemic-related disruptions. The paid amount will entirely vest in the Company as service fees for works already rendered.

- All cancellation or amendment requests must be officially submitted to the Company in writing via avaebeauty.au@gmail.com to be considered valid.

 

2. Refund and Penalty Criteria for the Second Deposit

• The Second Deposit does not remain in the Company’s accounts but is immediately forwarded to local hospitals, airlines, accommodation providers, and tour operators. Consequently, in the event of cancellation, the refund availability and penalty rates will strictly follow the independent cancellation, refund, and No-show policies of each respective local partner institution (hospital, airline, hotel, etc.).

• The Company bears no legal or financial liability for refund rejections or penalty deductions imposed by local partner institutions. The Company will only return the refundable portion of the funds to the client if, and only if, such a refundable balance is successfully recovered from the providers.

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- [Cancellation Penalty Framework]: Cancellations made 14–29 days prior to departure incur a loss of the First Deposit plus 30% of the remaining balance. Cancellations made 7–13 days prior incur a loss of the First Deposit plus 50% of the remaining balance. Cancellations within 7 days or No-shows are 100% non-refundable.

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- [In-Country Simple Mind Change Clause]: If the Client officially cancels or terminates the journey after arriving in Korea due to a simple personal change of mind, a minimum administrative fee of AUD 3,000 will be strictly deducted from any potential recoverable balances prior to settlement.

 

- [Schedule Amendment Penalty]: Schedule amendments made over 30 days prior to departure are granted 1 free change (subsequent changes incur an AUD 300 fee). Amendments made 14–29 days prior incur a penalty of AUD 500, and 7–13 days prior incur a penalty of AUD 800.

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Article 4 (VIP Premium Private Escort Package Special Terms)

This clause applies with utmost priority exclusively to VIP tailor-made packages where a Premium Director directly accompanies and manages the entire itinerary.

 

• Inclusions of VIP Exclusive Service: 24/7 dedicated on-call concierge service (24-hour emergency response), a dedicated Concierge Manager accompanying the client for the entire itinerary including medical translation and administrative liaison, airport VIP protocol pickup and drop-off services, customised premium sightseeing guidance with full activity accompaniment, and all business travel expenses of the Director (flights, premium accommodation, and meals).

• Exclusions (Client's Out-of-Pocket Expenses): The client's own flights, accommodations, pure medical/surgery costs, the client's own meals throughout the entire stay, personal sightseeing/activity expenses, and personal shopping/discretionary spending.

• VIP Cancellation Penalties: Due to the exclusive reservation of the Director’s entire schedule immediately upon contract finalisation, any cancellation made within 30 days of the scheduled surgery date may incur separate cancellation penalties issued by the Company and its partners, in addition to the forfeiture of the First Deposit.

• Guardian (Non-Patient / Accompanying Support): If a companion travels strictly as a guardian, standard infrastructure and accommodation matching are provided. However, personal leisure hosting, independent local tours, or separate administrative tasks for the guardian are strictly excluded, and any additional localized services will require separate add-on fees. For VIP packages, extending premium local transit sharing and luxury lifestyle hosting to a guardian is strictly subject to a separate companion fee.

• Co-Patient (Both receiving treatments): If both individuals undergo medical treatments, they are deemed entirely independent clients as separate medical routing, scheduling, and dedicated translation resources must be allocated to each individual. Under the Standard Plan, localized on-site support (add-ons) is charged separately per individual. Under the VIP Package, dynamic group pricing will apply, where the cost per person decreases progressively based on the exact number of patients traveling together.

 

Article 5 (Medical Rejection & Inability to Undergo Local Surgery)

If the attending surgeon determines that surgery is impossible or strongly advises postponement following the final face-to-face consultation and clinical tests upon arrival due to patient safety risks (including undisclosed medical history, current medications, or unexpected physical conditions on the day):

• The preliminary consulting, scheduling, and local escort services provided by the Company will be deemed successfully rendered. Therefore, the First Deposit and concierge service fees are non-refundable. (However, at the Company's absolute discretion, a credit may be granted, valid for 24 months from the original date of payment for future re-bookings, ensuring funds remain secured within the Company).

• All practical expenses already incurred locally, including hospital clinical test fees, on-site translation fees, airline cancellation charges, and accommodation/vehicle booking penalties, will be deducted from the recoverable balance in accordance with the respective provider’s terms.

 

Article 6 (Refund Execution Procedure)

• Where a refund eligibility is successfully established under this Policy, all refund applications must be submitted via the Company's official written channel (avaebeauty.au@gmail.com) for mutual verification and record-keeping.

- Approved refund amounts are processed and initiated exclusively on Fridays. Following this administrative execution, it may take approximately 5 to 7 bank business days for the final funds to reflect in the client's account.

• Approved refund amounts are processed weekly on Fridays. The initiation of overseas bank wires or card cancellation processes takes place on this day, and it may take approximately 5 to 7 bank business days for the final funds to reflect in the client's account.

• In the event that a transaction failure or bounce-back occurs due to incorrect recipient details or bank account information provided by the client, a re-processing administration fee of AUD 50 will be strictly deducted before the subsequent remittance.

 

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Supplementary Provision: This Policy shall take effect immediately upon the client's payment of the First Deposit. By completing the payment, the client is deemed to have fully read, understood, and unconditionally agreed to all terms and conditions outlined herein.

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Contact: avaebeauty.au@gmail.com