Our role and the hospital's
We coordinate the non-clinical parts of your trip: case management, gathering hospital opinions and quotes, visa paperwork support, airport transfers, accommodation, appointments and follow-up scheduling.
The treating hospital is responsible for every clinical decision, including whether treatment is suitable for you, the treatment itself, risks and consent, the clinical quote, the medical bill and the visa invitation letter. Your contract for treatment is with the hospital, not with us.
Before you pay
You'll get a written proposal naming the service plan (Essential, Assisted or Premium), the fee in your currency, exactly what's included and the milestones it covers. We start paid work only after you accept it.
Fees
- Our concierge fee is fixed and disclosed. It's paid to us and covers only our non-clinical services.
- You pay the hospital directly for treatment. We never collect clinical payments on a hospital's behalf or add a markup to them.
- We do not accept payments from individual doctors. Any arrangement we have with a hospital is disclosed to you on request.
- Flights, hotels, visas, insurance and other third-party costs are paid to those providers and follow their own terms.
Cancellations and refunds
- Cancel before coordination starts: full refund of our fee.
- Cancel after work has started: we refund the fee minus the milestones already completed (as listed in your proposal) and any payment-processing charges.
- If a hospital advises against treatment or travel, or your visa is refused, we refund every milestone not yet completed.
- Refunds go back to the original payment method, normally within 14 days of agreement.
What we don't coordinate
- Emergency care. Patients must be stable and fit to fly.
- Organ transplants.
- Surrogacy, which Indian law restricts for foreign nationals.
- Experimental or unapproved treatments.
Your responsibilities
- Share complete and accurate medical history with the hospital, including medicines and allergies.
- Hold valid travel and medical travel insurance. Standard travel insurance usually excludes planned treatment.
- Follow the hospital's discharge and fit-to-fly instructions and the conditions of your visa.
Complications and complaints
If something goes wrong, the treating hospital is clinically responsible for your care. We'll escalate straight away, keep your family informed and help with extended stays, visa extensions or evacuation where your insurance covers it.
If you're unhappy with our service, email care@krinavcare.com. A named person will reply in writing. These terms are governed by the laws of India, with courts at Gurugram, Haryana, India, without removing any consumer rights you have where you live.
Questions: care@krinavcare.com