Refund Policy

This policy covers the online medical consultation sold on this website for €500. Treatment programmes at the institute are covered by the separate agreement you sign before treatment begins.

Cancelling before the review begins

Write to info@caplaninstitute.com and you are refunded in full, with no reason required, as long as the medical board has not yet started reading your file. In practice that is the first days after payment; your coordinator tells you the date the review is due to begin.

Cancelling before the consultation

Once the review has started, you may still cancel up to 48 hours before the agreed time and be refunded in full.

Late cancellations and missed appointments

Inside 48 hours, or if you do not join the call and do not tell us, the fee is not refunded: the board has read the file and the physician’s time has been held for you. If something serious kept you from joining, write to us and we will look at it individually.

Moving the appointment

You may move the appointment once at no cost, provided you tell us at least 24 hours in advance. Any further change is arranged with your coordinator.

If we cancel

If we have to cancel and cannot offer a new time you can accept, you are refunded in full. The same applies if a technical failure on our side prevents the consultation and it cannot be held again.

If the board cannot help you

Sometimes the conclusion is that we cannot treat your case. That is still a completed consultation: the file was read and the opinion given, so the fee is not refunded. Nothing further is charged.

The €500 credit

If you go ahead with a treatment programme at the institute, the €500 is deducted in full from its cost. The credit applies to the programme and is not paid out in cash.

How refunds are paid

Refunds are returned through Stripe to the card or account used for the payment. We start the refund within 5 working days of agreeing it. How quickly it then appears depends on your bank, usually another 5 to 10 working days.

How to ask for a refund

Write to info@caplaninstitute.com from the address you used at checkout, giving the name on the payment and the date. Your coordinator answers within two working days.

Your statutory rights

Nothing in this policy limits rights you have under the consumer law that applies to you.

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