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Terms & Conditions

The basis on which MediGlow provides concierge and coordination services.

Template notice for the site owner. These terms are a working draft reflecting the operating model described in your collaboration proposal. They must be reviewed and finalised by lawyers in Vietnam and in each client market before launch, and aligned with your surgeon, hospital and client agreements. Delete this box once reviewed.

Last updated: 2026

1. Our role

MediGlow provides concierge and coordination services only. We are not a medical practice, we do not employ the surgeons or operate the hospitals, and we do not provide medical advice, diagnosis or treatment. Our role is to arrange logistics, accommodation, transport, interpretation, communication and non-clinical support around medical care that is provided to you by independent, licensed medical providers.

2. Your medical relationship

You enter into your medical consent and treatment agreement directly with the treating surgeon, hospital or licensed medical provider. All clinical decisions — including whether surgery is appropriate for you, the technique used, discharge, prescription and the management of any complication — rest solely with those providers. The surgeon retains the right to postpone or cancel surgery at any point, including after your arrival, if it would be unsafe to proceed.

3. No guarantee of outcome

All surgery carries risk, and individual results vary. Neither MediGlow nor any medical partner guarantees any particular cosmetic outcome. Nothing on our website, in our correspondence or in any illustrative material constitutes a promise of results.

4. Quotations and pricing

Indicative figures published on this website are guidance only and are not offers or binding quotations. A binding price is established only in a written, itemised quotation issued after clinical assessment. Your quotation will separately identify medical services, implants or devices, hospital charges, concierge services, accommodation, transport, optional services, and exclusions with possible additional costs. Quotations are denominated in Vietnamese dong; equivalents in other currencies are indicative and subject to exchange rate movement.

5. Payment

Your agreement will specify the booking deposit, the final payment deadline, the payment currency, the party receiving payment, the party issuing each invoice, and any hospital deposit. Where MediGlow collects payment on behalf of a medical provider, that arrangement is documented and approved by the parties in advance. Medical and non-medical portions are separately identified in your quotation and in our financial records.

6. Cancellation, postponement and refunds

Cancellation by you is subject to the notice periods and deductions stated in your agreement.
Cancellation or postponement by the surgeon, including on grounds of medical unsuitability, is dealt with under the terms of your agreement.
Hotel, flight and third-party terms are set by those providers and apply in addition.
Refund processing periods are stated in your agreement.

7. Complications and emergencies

You will receive a written complications and emergency protocol before travelling. It identifies the 24-hour contact, the receiving hospital, responsibility for emergency transport and clinical decisions, which complication-related care is included in your surgical fee, and how matters are handled if a problem arises after you return home. Elective aesthetic revision is treated separately from complication care and is not included in your package unless expressly stated.

8. Insurance

Standard travel insurance commonly excludes elective cosmetic surgery and complications arising from planned treatment. You should never assume you are covered. Where specialist complication cover is available and suitable, we will help you explore it; where it is not, we will tell you so in writing. You remain responsible for costs that no policy covers.

9. Your obligations

Provide accurate, complete medical and personal information — your safety depends on it.
Follow the pre-operative and post-operative instructions given by your surgeon.
Attend the scheduled consultations and review appointments.
Remain in Vietnam for the minimum period your surgeon specifies, and do not travel before a fit-to-fly assessment where one is required.
Hold valid travel documents and any required visa.

Where you decline recommended care, depart early or do not follow clinical instructions, neither MediGlow nor the medical provider accepts responsibility for the consequences, and additional costs may arise.

10. Limitation of liability

To the extent permitted by law, MediGlow's liability is limited to the concierge services we ourselves provide, and to the concierge fees you have paid to us. We are not liable for the clinical care provided by independent medical providers, nor for the acts or omissions of hotels, airlines, transport operators or other third parties, though we will always assist you in resolving any issue that arises. Nothing in these terms excludes liability that cannot lawfully be excluded.

11. Privacy

Our handling of your information is described in our Privacy Policy. No image, name or testimonial of yours will be used in any marketing without your documented written consent.

12. Governing law

These terms are governed by the law stated in your client agreement. Where a dispute arises, we ask that you contact us first so we can attempt to resolve it directly.

13. Contact

Questions about these terms may be sent to hello@mediglow.me.