Terms & Conditions

 

PROMEDOUR™

Terms & Conditions of Engagement, Service Conditions, Medical Disclaimer & Privacy Policy

 

OVERVIEW

These Terms & Conditions govern the use of the PROMEDOUR™ website and the international medical coordination services provided by PROMEDOUR™ International Ltd.

PROMEDOUR™ is a New Zealand-based international medical concierge service assisting clients to access elective medical treatments and comprehensive health screening programmes at internationally accredited healthcare institutions overseas.

PROMEDOUR™ does not provide medical treatment or clinical services. All consultations, diagnostic investigations and treatments are carried out by independent healthcare providers.

These Terms & Conditions clarify the responsibilities of PROMEDOUR™, the obligations of clients and the framework governing international treatment coordination.

By accessing the PROMEDOUR™ website or engaging our services, clients acknowledge that they have read, understood and agree to these Terms & Conditions.

 

PART 1 — GENERAL TERMS

1. Acceptance of Terms

By accessing the PROMEDOUR™ website or engaging our services, you confirm that you have read, understood and agree to be bound by these Terms & Conditions.

If you do not agree with these Terms, you should not proceed with the use of PROMEDOUR™ services.

 

2. Nature of Services

PROMEDOUR™ operates as an international medical concierge and coordination service.
PROMEDOUR™ does not operate as a hospital, clinic or healthcare provider.
PROMEDOUR™ does not perform medical procedures or provide medical diagnosis.

All medical care is delivered solely by independent hospitals, surgeons and licensed healthcare professionals.

PROMEDOUR™ provides coordination, administrative support and logistical assistance in arranging international medical treatment pathways.

 

3. Voluntary Engagement / No Pressure

Engaging the services of PROMEDOUR™ is entirely voluntary.

PROMEDOUR™ does not apply pressure, coercion or inducement for clients to proceed with medical procedures or health screening programmes.

Clients are encouraged to carefully consider their options and to seek independent advice before making healthcare decisions.

Clients may discontinue engagement at any time prior to confirmed treatment arrangements subject to administrative work already undertaken.

 

4. Independent Medical Advice

Clients are strongly encouraged to seek advice from their own general practitioner or specialist before deciding to proceed with treatment coordinated through PROMEDOUR™.

Information provided by PROMEDOUR™ is intended for informational and coordination purposes only and should not be considered medical advice.

 

5. Right to Second Opinion

Clients retain the right to obtain additional medical opinions or independent assessments at any time.

PROMEDOUR™ fully supports the right of clients to seek independent clinical advice before proceeding with any medical treatment.

Any costs associated with obtaining a second opinion remain the responsibility of the client.

 

6. Client Responsibilities

Clients engaging PROMEDOUR™ services agree to provide accurate and complete information regarding their medical history and personal circumstances.

Clients must follow all medical instructions provided by healthcare professionals involved in their treatment.

Failure to provide accurate information may affect treatment eligibility.

 

7. Medical Disclosure

Clients must disclose all relevant medical conditions including:

current medications

allergies

previous surgeries

chronic conditions

pregnancy status where applicable

Failure to disclose relevant medical information may result in treatment postponement or cancellation.

 

8. Clinical Eligibility

All procedures coordinated through PROMEDOUR™ remain subject to final medical assessment by the treating healthcare provider.

Hospitals and surgeons reserve the right to decline treatment if a client is deemed medically unsuitable.

PROMEDOUR™ is not responsible for clinical decisions made by healthcare providers.

 

9. Elective Nature of Services

PROMEDOUR™ coordinates elective procedures and health screening programmes only.

PROMEDOUR™ does not provide emergency medical services.

 

PART 2 — BOOKING, FEES AND PAYMENT TERMS

 

10. Pre-Booking Fees

Upon agreement to engage the services of PROMEDOUR™, a Pre-Booking Fee is required in order for PROMEDOUR™ to commence case coordination and clinical review.

The applicable Pre-Booking Fees are:

NZD $1,000 for medical and surgical procedures

NZD $300 for health screening packages

The Pre-Booking Fee confirms the client’s intention to proceed with the coordination process and allows PROMEDOUR™ to initiate communication with international healthcare providers for the purpose of assessing treatment suitability and availability.

The Pre-Booking Fee forms part of the overall treatment cost and is not an additional service charge on top of the procedure cost.

Where the client proceeds with the recommended treatment or health screening programme, the Pre-Booking Fee will be credited toward the total cost of the confirmed medical procedure or screening package.

The Pre-Booking Fee is non-refundable once coordination services have commenced, as administrative and clinical coordination work will already have been undertaken.

 

11. Services Covered by Pre-Booking Fees

The Pre-Booking Fee covers the administrative and coordination services provided by PROMEDOUR™, which may include but are not limited to:

initial case review and administrative processing

review of available medical documentation

liaison with international hospitals and surgeons

preliminary coordination of consultations or clinical assessments

obtaining indicative treatment recommendations

coordination of treatment planning and scheduling where applicable

PROMEDOUR™ acts solely as a coordination and facilitation service. All medical consultations, investigations and treatments are conducted by independent healthcare providers.

 

12. Cooling-Off Period

Clients are entitled to a cooling-off period of five (5) business days from the date of signing the engagement agreement with PROMEDOUR™.

During this period, clients may withdraw from the engagement by providing written notice.

Where coordination work has already commenced, PROMEDOUR™ reserves the right to retain reasonable administrative costs associated with work undertaken.

 

13. Payment Schedule

Once clinical eligibility has been confirmed and the client has agreed to proceed with the recommended treatment plan, the following payment structure applies:

A deposit equivalent to fifty percent (50%) of the estimated treatment cost is required within ten (10) business days of confirmation.

The remaining balance is payable no later than twenty (20) days prior to the scheduled procedure date.

Failure to meet payment deadlines may result in postponement or cancellation of treatment arrangements.

 

14. Payment Methods

PROMEDOUR™ accepts payment through several approved methods including:

bank transfer

credit or debit card

Wise international transfer

Afterpay

other approved payment services where applicable

All payments are processed in New Zealand Dollars unless otherwise agreed.

 

15. Currency and Exchange Rate Variations

International treatment costs may be affected by currency exchange rate fluctuations between the time of quotation and the final settlement of payment.

PROMEDOUR™ shall not be responsible for price variations arising from exchange rate movements.

 

16. Price Estimates and Cost Variations

All treatment cost estimates provided by PROMEDOUR™ are indicative estimates based on the information available at the time of quotation.

Final treatment costs may vary depending on clinical requirements, additional investigations, hospital policies, treatment modifications or currency fluctuations.

 

17. Quote Validity

All quotations issued by PROMEDOUR™ remain valid for a period of thirty (30) days from the date of issue unless otherwise stated.

 

18. Additional Medical Investigations

Healthcare providers may require additional diagnostic tests, imaging or specialist consultations prior to confirming the proposed treatment plan.

Associated costs remain the responsibility of the client.

 

19. Changes to Treatment Plan

Following clinical assessment by the treating surgeon or healthcare provider, the originally proposed treatment plan may require modification based on medical findings or diagnostic results.

 

20. Extended Hospitalisation or Additional Treatment

If additional hospitalisation or treatment becomes necessary due to medical complications or recovery requirements, the associated costs will be charged by the healthcare provider.

 

21. Post-Procedure Follow-Up Support

 

PART 3 — TRAVEL, TREATMENT RISKS AND CLIENT RESPONSIBILITIES

22. Illness and Rescheduling

If a client becomes medically unfit to travel or proceed with treatment due to illness or unforeseen medical circumstances, PROMEDOUR™ will make reasonable efforts to assist in rescheduling the procedure.

Rescheduling remains subject to hospital availability, surgeon schedules and clinical reassessment requirements.

 

23. Third-Party Cancellation Policies

Healthcare providers, airlines, hotels and other service providers operate independently and maintain their own cancellation policies.

PROMEDOUR™ cannot guarantee refunds or waivers imposed by third-party providers.

 

24. Travel Coordination Services

PROMEDOUR™ may assist clients with coordinating flights, accommodation and local transportation through third-party providers.

PROMEDOUR™ is not a travel agency and does not directly provide travel services.

 

25. Travel Insurance

Clients are strongly encouraged to obtain comprehensive travel and medical insurance before travelling overseas for treatment.

 

26. Personal Property and Belongings

PROMEDOUR™ shall not be responsible for the loss, theft or damage of personal belongings during travel or while overseas.

 

27. Medical Evacuation and Repatriation

Emergency evacuation or repatriation costs remain the responsibility of the client.

Clients are strongly advised to obtain insurance covering evacuation and repatriation.

 

28. Accompanying Travellers

Clients may travel with companions for support during their treatment journey.

Companions are responsible for their own travel arrangements, accommodation and insurance.

 

29. Medical Risk Acknowledgement

All medical procedures involve inherent risks.

PROMEDOUR™ does not provide medical guarantees regarding treatment outcomes.

 

30. Treatment Outcome Variability

Medical outcomes vary depending on individual health conditions and post-treatment compliance.

PROMEDOUR™ shall not be responsible for variations in outcomes.

 

31. Treatment Coordination and Confidential Quotations

PROMEDOUR™ acts as the coordinating intermediary between clients and its international hospital partners. All treatment pathways introduced through PROMEDOUR™ form part of a structured coordination programme designed to ensure appropriate medical documentation, scheduling, communication with the treating hospital and continuity of care.

Where introductions or referrals to hospitals, surgeons or healthcare providers have been facilitated by PROMEDOUR™, any treatment arrangements arising from that introduction are expected to continue to be coordinated through PROMEDOUR™ unless otherwise formally agreed in writing.

Treatment estimates, quotations and programme pricing provided by PROMEDOUR™ are prepared confidentially as part of the PROMEDOUR™ coordination programme based on information supplied by the client and preliminary advice from the treating hospital.

These quotations are provided solely for the purpose of facilitating treatment planning through PROMEDOUR™ and are not intended for use in arranging treatment independently with the hospital or healthcare provider.

 

32. Additional Procedures or Services

If a client wishes to add further procedures, diagnostic investigations, health screening services or other medical services during their overseas treatment programme, these must be communicated to PROMEDOUR™ prior to confirmation.

PROMEDOUR™ will liaise with the relevant hospital or specialist to obtain appropriate clinical information and provide a quotation where applicable.

Unless otherwise agreed in writing, payment for any additional procedures or services arranged as part of a PROMEDOUR™ treatment pathway will be processed through PROMEDOUR™.

 

33. Final Clinical Assessment and Treatment Eligibility

All treatment arrangements coordinated by PROMEDOUR™ remain subject to final clinical assessment by the treating hospital and its licensed medical specialists.

While preliminary medical information may be reviewed prior to travel, the treating surgeon or specialist retains full clinical authority to determine whether a procedure is appropriate and safe to proceed following in-person consultation, diagnostic testing or further medical evaluation.

A planned procedure may therefore be modified, postponed or cancelled if the treating specialist determines that the treatment is not clinically appropriate.

PROMEDOUR™ is not responsible for clinical decisions made by the treating hospital or its medical professionals.

 

PART 4 — PRIVACY, INFORMATION USE AND LEGAL LIABILITY

 

34. Collection of Personal and Medical Information

PROMEDOUR™ may collect personal and medical information necessary to coordinate treatment pathways, communicate with partner healthcare providers and facilitate international medical services.

Such information may include contact details, medical history, diagnostic reports and other relevant documentation required for treatment coordination.

Personal information collected by PROMEDOUR™ is handled in accordance with the PROMEDOUR™ Privacy Policy available on this website.

 

35. Storage and Protection of Information

PROMEDOUR™ takes reasonable steps to protect personal and medical information provided by clients.

 

36. Sharing of Medical Information

Clients authorise PROMEDOUR™ to share relevant medical information with partner hospitals, surgeons and healthcare professionals involved in treatment coordination.

 

37. Limitation of Liability, Force Majeure and Legal Claims

PROMEDOUR™ provides coordination and administrative services only and does not provide medical treatment, clinical advice or healthcare services.

All medical consultations, diagnostic investigations and treatments are performed by independent hospitals, surgeons and licensed healthcare professionals.

PROMEDOUR™ shall not be liable for:

• medical outcomes or treatment results
• clinical decisions made by healthcare providers
• complications arising from medical procedures
• delays or disruptions caused by hospitals, airlines, travel providers or third parties.

PROMEDOUR™ shall also not be responsible for events beyond its reasonable control including but not limited to natural disasters, pandemics, airline disruptions, government restrictions, civil unrest, travel restrictions or hospital operational interruptions.

Clients acknowledge that any legal claims relating to medical treatment must be directed to the healthcare provider responsible for the treatment.

PROMEDOUR™’s liability, to the extent permitted by law, is limited to the coordination services provided.

 

PART 5 — CLIENT CONDUCT, COMMUNICATIONS AND REPUTATION

 

38. Professional Conduct

PROMEDOUR™ is committed to maintaining professional, respectful and transparent communication with all clients.

Clients engaging PROMEDOUR™ services agree to communicate respectfully with PROMEDOUR™ staff, healthcare providers and partner organisations involved in the coordination of medical treatment or health screening programmes.

Abusive, threatening or inappropriate behaviour towards PROMEDOUR™ staff or affiliated healthcare providers may result in the termination of coordination services.

 

39. Client Concerns and Complaints

PROMEDOUR™ aims to provide high standards of service and coordination.

If a client has concerns regarding the services provided by PROMEDOUR™, the client is encouraged to contact PROMEDOUR™ directly so the matter can be reviewed and addressed in a constructive manner.

PROMEDOUR™ will make reasonable efforts to investigate and respond to concerns in a timely and fair manner.

 

40. Opportunity for Resolution

Clients agree to provide PROMEDOUR™ with a reasonable opportunity to review and respond to any concerns before publishing public statements, complaints or commentary relating to the services provided.

PROMEDOUR™ is committed to resolving issues professionally and in good faith wherever possible.

 

41. Social Media and Public Commentary

Clients are free to share their personal experiences and feedback regarding their treatment journey.

However, clients agree not to publish statements on social media platforms, websites or public forums that are knowingly false, misleading or defamatory towards PROMEDOUR™, its employees, partners or affiliated healthcare providers.

PROMEDOUR™ reserves the right to respond to inaccurate or misleading public statements where necessary to protect the integrity of the services provided.

 

42. Fair and Honest Feedback

PROMEDOUR™ welcomes genuine and constructive feedback from clients.

Clients remain free to share their experiences provided that such feedback is truthful, fair and reflects their genuine experience.

Constructive feedback assists PROMEDOUR™ in maintaining high service standards.

 

43. Protection of Business Relationships

PROMEDOUR™ maintains professional partnerships with hospitals, healthcare providers and service partners in order to coordinate international medical services.

Clients agree not to misuse confidential information, pricing details or partner introductions obtained through PROMEDOUR™ engagement for the purpose of bypassing PROMEDOUR™ coordination arrangements.

 

44. Confidential Information

During the course of engagement with PROMEDOUR™, clients may receive confidential information relating to treatment coordination, hospital partnerships, pricing structures or operational processes.

Clients agree not to disclose such confidential information publicly or to third parties without prior written consent from PROMEDOUR™.

 

45. Defamation and Reputation Protection

PROMEDOUR™ reserves the right to take appropriate action where knowingly false, defamatory or malicious statements are made that may cause reputational harm to PROMEDOUR™, its staff or affiliated healthcare providers.

Nothing in this clause restricts a client’s right to provide truthful feedback or raise legitimate concerns regarding services received.

 

46. Governing Law

These Terms & Conditions and any engagement with PROMEDOUR™ shall be governed by and interpreted in accordance with the laws of New Zealand.

Any disputes arising in connection with these Terms & Conditions shall be subject to the jurisdiction of the courts of New Zealand.

 

47. Entire Agreement

These Terms & Conditions, together with any engagement agreement or written documentation provided by PROMEDOUR™, constitute the entire agreement between the client and PROMEDOUR™ in relation to the services provided.

The client acknowledges that no representations, statements or promises have been made by PROMEDOUR™ or its representatives other than those expressly set out in these Terms & Conditions or in written agreements provided by PROMEDOUR™.

Any amendments or variations to these Terms & Conditions must be made in writing and agreed to by PROMEDOUR™.

 

Document Information

Version: 1.0
Effective Date: 2026
Document Owner: PROMEDOUR™ International Ltd