Refund Policy

Last updated: August 20, 2026

1. Definitions

1.1 "Deposit"

The deposit is the amount stated on the checkout screen for each individual procedure. If no specific deposit amount is stated, the Deposit shall be deemed thirty percent (30%) of the total cost of the procedure.

1.2 "Full Payment"

The Full Payment is the total amount due for the procedure(s) as listed at checkout, inclusive of the Deposit.

1.3 "Deposit Lock-In Date"

The Deposit Lock-In Date is the earlier of: (i) the date on which you confirm to Doctours that you have purchased flight tickets for travel related to your scheduled procedure, or (ii) the date that is one (1) calendar month before your scheduled procedure date.

1.4 "Covered Procedure Amount"

The Covered Procedure Amount is the amount you paid to Doctours for the hair transplant procedure package listed at checkout, exclusive of travel, hotel, airport transfers, financing interest and lender fees, taxes, transaction charges, and any add-on products or services not included in that package.

1.5 "Agreed Growth Target"

The Agreed Growth Target is the measurable graft-survival percentage and/or growth metric recorded in your checkout confirmation or written booking agreement before surgery. Unless a different figure is stated there, the Agreed Growth Target is ninety percent (90%) graft survival, assessed at twelve (12) months after the procedure date.

1.6 "Results-Based Money-Back Guarantee"

The Results-Based Money-Back Guarantee is the cash-refund remedy in Section 4. It applies only when your checkout or written booking agreement states that the guarantee applies to that package.

2. General Policy Overview

2.1 Deposit Refund

If you cancel before your Deposit Lock-In Date (as defined in Section 1.3), your Deposit will be refunded, less a $25 cancellation fee. On or after your Deposit Lock-In Date, your Deposit is non-refundable, except that in rare, exceptional cases, Doctours may, at its sole discretion, consider refunding a portion or all of the Deposit; however, this is not guaranteed and should not be relied upon.

2.2 Limited Circumstances for Full Payment Refunds

Except as provided in Section 3 (cancellation before the procedure) and Section 4 (Results-Based Money-Back Guarantee), refunds for the Full Payment are not provided. By proceeding with any payment, you acknowledge and agree to these terms.

3. Refund Conditions for Full Payment

3.1 Procedure Not Undergoing

If you cancel your procedure before any Pre-Operative Steps (as defined below) are taken, you may request a refund of the Full Payment, including your Deposit if your cancellation occurs before your Deposit Lock-In Date (subject to the $25 cancellation fee under Section 2.1), and excluding any non-refundable taxes and fees (see Section 6). Doctours reserves the right to decline a refund if the procedure is merely postponed; if the postponement exceeds eighteen (18) months, Doctours may treat this as a cancellation with no refund obligation.

Pre-Operative Steps are any material action taken by the clinic after you have completed the initial consultation and both parties have agreed on the procedure and procedure date. These steps may include, but are not limited to: ordering or conducting patient-specific medical tests, securing operating room or facility resources, purchasing or reserving medical supplies or implants, arranging for specialized staff, providing pre-operative instructions, or any other action that incurs a non-recoverable cost or commitment for the scheduled procedure. Pre-Operative Steps do not include the initial consultation, tentative scheduling, or general administrative tasks not specific to your procedure.

3.2 Timing of Clinic Payouts

Doctours typically disburses funds to clinics three (3) business days before the scheduled procedure date. If Doctours has not yet paid out the clinic at the time you request a refund, Doctours may, at its discretion, issue a refund of the Full Payment, including the Deposit to the extent refundable under Section 2.1, less any applicable taxes or fees. Once funds have been transferred to the clinic, refunds under this Section 3 will generally not be issued. Section 4 refunds are funded by Doctours after the procedure and do not depend on whether clinic payout has already occurred. If a procedure does not take place due to the clinic’s cancellation or inability to perform it, any refund entitlement is governed by the applicable clinic’s own refund policy, which you agree to as part of booking with that clinic.

3.3 Force Majeure / Exceptional Circumstances

In the event of extreme or unforeseen circumstances (including but not limited to natural disasters, pandemics, or other force majeure events), Doctours may, on a case-by-case basis and at its sole discretion, grant a refund (in whole or in part) of the Full Payment, including the Deposit to the extent Doctours deems appropriate under the circumstances, less applicable fees.

4. Results-Based Money-Back Guarantee

If your hair transplant does not meet the Agreed Growth Target, you will receive a full or partial cash refund of the Covered Procedure Amount, as set out below. This Section 4 is a contractual refund right. It is not a clinical warranty, a promise of a specific hairline or cosmetic style, or medical advice. The treating clinic remains responsible for clinical care.

4.1 Eligibility

The Results-Based Money-Back Guarantee applies only if all of the following are true:

you booked the hair transplant through Doctours;
your checkout confirmation or written booking agreement states that the Results-Based Money-Back Guarantee applies to that package;
an Agreed Growth Target was recorded in writing before surgery;
you completed the booked procedure; and
you submitted a complete claim within the Claim Window in Section 4.3.

Packages, add-ons, or bookings that do not state that the guarantee applies are not covered.

4.2 What Is Not a Target Miss

The following are not, by themselves, a miss of the Agreed Growth Target and do not qualify for a Section 4 refund:

dissatisfaction with hairline shape, density preference, or other aesthetic style that still meets the recorded target;
progressive native (non-transplanted) hair loss after surgery;
a planned staged or second-session procedure that was disclosed before surgery;
shock loss or unfinished density measured before the twelve (12) month assessment;
failure to follow the written aftercare protocol, attend scheduled follow-up, or provide the required photos and records; or
results affected by smoking, contraindicated medication, additional scalp procedures, or other conduct the booking agreement identified as excluded.

A Section 4 refund is tied to an objective shortfall against the Agreed Growth Target, not to whether you like the look.

4.3 Assessment and Claim Window

Final graft survival and growth are assessed at twelve (12) months after the procedure date. You may file a claim beginning on that twelve-month date and ending ninety (90) days later (the “Claim Window”). Claims filed before month twelve or after the Claim Window are not eligible.

A complete claim must include: a written request to support@doctours.com; standardized photographs taken to Doctours’ photo protocol; the treating clinic’s records from the procedure and follow-up; and confirmation that you completed required aftercare. Doctours may request additional photos, an in-person or video exam, or other records reasonably needed to measure the target.

4.4 Review Process

Doctours confirms the claim is complete and within the Claim Window, then sends it to the treating clinic for a documented clinical review.
If you and the treating clinic agree that the Agreed Growth Target was missed, Doctours applies the refund schedule in Section 4.5.
If you and the treating clinic disagree, Doctours will obtain a review from an independent qualified reviewer: a physician experienced in hair restoration who is not employed by the treating clinic. The independent reviewer’s measurement of the Agreed Growth Target is binding for this guarantee.
Doctours will issue a written determination within thirty (30) days after a complete claim is received, or within thirty (30) days after the independent reviewer’s report, whichever is later.

You may appeal a determination once, in writing, within fourteen (14) days of the determination. The appeal is decided by a different independent qualified reviewer. That appeal decision is final under this Policy.

4.5 Full and Partial Cash Refund Schedule

Refunds under this Section 4 are calculated against the recorded Agreed Growth Target (graft-survival percentage unless your booking states a different metric) and paid only on the Covered Procedure Amount:

Shortfall below the Agreed Growth Target	Refund of Covered Procedure Amount
Less than 5 percentage points	No Section 4 refund (revision path in Section 4.6 remains available)
5 to 10 percentage points	25%
More than 10 and up to 20 percentage points	50%
More than 20 percentage points	100% (full refund of the Covered Procedure Amount)

Travel, hotel, transfers, financing interest, lender fees, taxes, transaction charges, and add-ons are excluded. The refund will not exceed the Covered Procedure Amount you actually paid.

4.6 Interaction with Free Corrective Procedures

If the Agreed Growth Target is missed, you may choose either (a) the cash refund in Section 4.5 or (b) a free corrective procedure with the treating clinic, coordinated by Doctours. You cannot receive both for the same shortfall. Accepting a cash refund waives the free corrective procedure for that shortfall. Accepting a free corrective procedure waives the Section 4 cash refund for that shortfall. If a corrective procedure itself misses a newly recorded Agreed Growth Target, this Section 4 applies to that corrective procedure as a separate booking only if the corrective booking states that the guarantee applies.

4.7 Payment Timing and Funding

Approved Section 4 refunds are paid within fourteen (14) business days of the written determination (or final appeal decision) to the original payment method where possible, otherwise by a method Doctours reasonably designates. Doctours funds the patient refund. Doctours recovers the corresponding amount from the treating clinic under the clinic’s commercial agreement with Doctours. You are not required to collect from the clinic yourself.

4.8 Relationship to Other Refunds

Section 4 does not replace Sections 2 and 3. Cancellation refunds remain governed by those sections. Subjective dissatisfaction that is not a documented miss of the Agreed Growth Target does not create a refund right under this Policy.

5. Cancellation & Refund Procedure

5.1 Formal Requests

A formal refund request must be submitted in writing to Doctours along with any supporting documentation. For Section 4 claims, the Claim Window and complete-claim requirements in Section 4.3 apply. For other refunds, you may be required to participate in a mediation period with Doctours and any relevant clinical partners before any refund determination is made.

5.2 Decision and Mediation

Refund determinations other than Section 4 are made solely at Doctours' discretion, in consultation with its clinical partners where applicable. Section 4 determinations follow the review process in Section 4.4. Doctours will communicate its decision via email or other written means.

6. Taxes & Fees

All taxes, transaction charges (e.g., credit card fees), or similar fees collected with your payment are non-refundable, except to the extent a Section 4 refund of the Covered Procedure Amount is approved (those excluded amounts still are not added back). Any additional administrative or bank processing charges associated with refund transactions may be deducted from your refund amount if a refund is granted under Sections 2 or 3. Section 4 refunds of the Covered Procedure Amount are not reduced by a separate administrative fee.

7. Legal Compliance

7.1 Subject to Applicable Law

This Refund Policy is governed by the laws of Delaware. In the event any portion of this Policy is deemed unenforceable or in conflict with consumer protection laws, that portion shall be deemed modified to the minimum extent necessary to comply with such laws, and the remainder of the Policy shall remain in full force and effect.

8. Acceptance & Changes to this Policy

8.1 Acceptance of Terms

By proceeding with any payment to Doctours, you acknowledge that you have read, understood, and agreed to be bound by the terms and conditions outlined in this Refund Policy.

8.2 Changes to the Policy

Doctours reserves the right, at its sole discretion, to modify or replace this Refund Policy at any time. If a revision is material, Doctours will make reasonable efforts to notify customers (e.g., via email or through a prominent notice on our website). The Results-Based Money-Back Guarantee that applied to your booking is the version in effect on your checkout date, unless a later version is more favorable to you and Doctours elects to apply it. Your continued use of Doctours' services after any such changes constitutes your acceptance of the new Refund Policy terms for future bookings.

9. Contact Us

If you have any questions or concerns about this Refund Policy or wish to request a refund, please contact our support team:

Email: support@doctours.com