Terms & Conditions

Effective as of March 23, 2026

These Terms and Conditions set out the terms and conditions about any treatment package you buy from MCAN Sağlık Turizmi Asistans ve Danışmanlık A.Ş.

Please read these Terms and Conditions and the documents referred to below:

Accessing the information and the service provided by the website  https://www.mcanhealth.com equals to your acceptance of the terms and conditions listed below.

By accepting our terms and conditions, you confirm that you will be bounded with these Terms and Conditions, and you agree to comply with them. MCAN Health has the right to change and modify the Terms and Conditions without any prior notice.

Upon accepting the Quote provided to you and completing the Medical History Form online, a copy of the completed form, including the Terms and Conditions, will be sent to your registered email address. If the Medical History Form indicates no contraindicating health issues for the planned procedure, you will be required to pay a deposit to confirm your booking. Your contract will then be governed by these Terms and Conditions, as well as the details outlined in the Medical History Form.

Definitions

MCAN Health: Mcan Sağlık Turizmi Asistans ve Danışmanlık A.Ş incorporated as a medical tourism company at Levent Mah. Levent Cad. Alt Zeren Sok, No:5, 34330 Beşiktaş, Istanbul / Turkey and a member of Association of Turkish Travel Agencies with the licence number 10771 and accredited by Ministry of Health of Turkey.

Healthcare Provider: The hospital, private clinic, surgeon, or any other medical professional providing your consultation, examination, medical procedure and care and aftercare.

Treatment Package: The treatment package which can include treatment, accommodation, transfers, city tour, Customer Experience Specialist, nurse hotel visit services depending on patient’s choice.

Treatment: The medical treatment that will be performed in the chosen healthcare provider.

MCAN Health’s Liabilities & Responsibilities

1. Your medical package is determined based on your pictures and test results. Therefore, it might change during physical examination with your healthcare provider.

2. Your treatment package covers all pre-op tests. However, you may be charged additionally for extra tests, extra consultations and blood transfusion considered necessary because of a pre-existing condition or your exposure or susceptibility to any condition.

3. Your treatment package includes the assessed number of nights of your stay at the hospital and this number is stated in your Quote and/or Itinerary. In cases where you stay more nights than is stated in your treatment package, the additional nights will be charged to you at the current rates of the hospital. (Please see the clause related to MCAN Health Assurance Coverage)

4. MCAN Health is a medical facilitator company. MCAN Health does not operate or control any healthcare service facility or service rendered by them. By accepting these terms and conditions you agree not to hold MCAN Health responsible for any malpractice or complications caused by your healthcare provider.

The forms at the treatment center constitute a contractual relationship between you and the Healthcare Provider. As a medical facilitator company, MCAN Health facilitates communication with your chosen Healthcare Provider if there is any complication or dissatisfaction. MCAN Health also supports you to get a second opinion regarding your treatment in case of complication or dissatisfaction.

However, we do not hold medical qualifications and shall not be held responsible or liable for any medical procedures provided through your chosen Healthcare Provider.

We shall not be held responsible or liable for any care, treatment, or other services you are provided by the healthcare provider, or for any malpractice claims that may arise directly or indirectly from their advice.

Similarly, we shall not take any responsibility or liability for the complications and dissatisfactions arising from the Healthcare Provider’s treatments. We strongly recommend that you read the Healthcare Provider’s terms and conditions and consent forms carefully prior to proceeding with your treatments.

5. MCAN Health will provide you with all the necessary information about your medical package prior to your journey; it will include:

  • The name and contact details of the Healthcare Provider
  • The name and contact details of the hotel (if it is included in your medical package)
  • The name and contact details of the Nurse and Customer Experience Specialist (if it is included in your medical package)
  • The name and contact details of the driver (If it is included in your medical package)
  • Date, time and the locations of the transfers (If it is included in your medical package)
  • Date and time of the treatment
  • Cost of the treatment package
  • Visa and passport requirements

6. MCAN Health is not responsible for any third-party services, such as hotels. MCAN Health is responsible for arranging these services.

Your Responsibilities

1. By accepting these terms and conditions, you agree to share any information about your medical condition.

2. You are responsible for providing appropriate information regarding your medical condition in order to provide you right treatment plan.

3. You are responsible for preparing your travel documents such as passport and visa regarding your treatment offered by healthcare provider. MCAN Health is not responsible for arranging your travel to Turkey for your treatment.

4. By accepting these terms and conditions you give permission to MCAN Health to get your medical records from your healthcare provider and keep those records in case of necessity.

5. In order to get a treatment from MCAN Health’s healthcare provider, you need to make a deposit payment to MCAN Health before you start your journey and you are responsible for completing the full payment of your treatment plan prior to your consultation and pre-operative tests.

6. It’s your responsibility to add any type of insurance to your medical package on top of the MCAN Health Assurance Coverage. MCAN Health suggests medical travel insurance on its website, and you can proceed with one of them. By accepting this Terms and Conditions, you accept your insurance obligation.

Cancellation and Postponement

1- Cancellation Policy

  1. Based on Article 2.1, if your treatment plan changes due to your doctor’s or surgeon’s assessment during your physical examination, or as a result of your test results, you may choose not to proceed. Alternatively, if pre-existing medical conditions prevent the surgery, you may also not to proceed further. In such cases, you will receive a refund of your total package amount, minus the costs of tests, consultations, and any other related expenses.
  2. Please note that MCAN Health is not responsible for refunding accommodation, travel, or transfer costs, as these arrangements are made by third-party providers that are not controlled or operated by MCAN Health.
  3. If you choose to proceed with the revised treatment plan, a new price quotation will be provided.
  4. Any changes to the treatment plan may also alter the required duration of your stay. MCAN Health is not responsible for organizing or covering the cost of additional days or related expenses due to an extended stay.

2- Deposit Policy

The deposit is a reservation fee and cannot be refunded under any circumstances. The deposit is valid for 6 months from the date of payment. In cases of force majeure, such as an earthquake, pandemic, pregnancy, or medical conditions (with a valid doctor’s report) that prevent surgery, €300 will be deducted as an operational expense, and the remaining amount will be refunded.

3- Postponement of Surgery

Once the patient has provided flight ticket details, MCAN Health proceeds with all medical, accommodation, and transfer bookings by securing payments to third-party service providers.

If the patient postpones the surgery for any reason whatsoever, including but not limited to personal, medical, logistical, force majeure, or unforeseen circumstances, within less than one (1) month prior to the scheduled surgery date, a non-refundable postponement and rebooking fee of EUR 300 shall apply.

The EUR 300 fee must be paid in full in order to confirm any new surgery date and covers administrative and third-party rebooking costs.

This fee is separate from and in addition to any airline change or re-issuance costs, which remain entirely the patient’s responsibility.

Medical Examination

MCAN Health reminds you that all kinds of surgery/treatment carry certain medical risks; the risks associated with cosmetic surgery also include dissatisfaction with the results. You and the surgeon/physician have to agree about the anticipated outcome of your surgery/treatment so that your expectations of the results will be realistic and reasonable.

Any medical or surgical advice provided through the MCAN Health website, e-mail documents, any messages are accurate to the best of MCAN Health’s knowledge. However, it is your responsibility that they are once more discussed at a face-to-face consultation with your Surgeon prior to your treatment. Therefor please never hesitate to ask your surgeon all you want to know before undergoing surgical treatment.

Aftercare

You will have a certain number of controls after your surgery. One will be at the hospital and the other will be before you will return to your country. Your after-care instructions will be provided to you by your surgeon.

You are obliged to follow the after-care instructions. If any indication of complications occurs after you have returned to your country, we will assist you by asking your pictures, test results, any doctor report that you received in your home country and we will deliver them to your surgeon to follow your case, provide an opinion and determine possible next steps for post-operative treatment.

If you require revision or corrective treatment and if your surgeon confirms and accepts that you require revision or corrective surgery, the surgeon will underwrite the cost of the treatment. You will only have to bear the cost of hospital (excluding the surgeon), travel, accommodation, transfers and sustenance in that case. All revision surgeries shall be provided within 13 months after the original surgery date. (Please see MCAN Health Assurance Coverage)

The clinic/hospital will give you aftercare instructions and advice. Should you not follow these instructions and repercussions would arise because of the lack of care, the hospital and surgeon cannot be held responsible.

There is no possibility for a refund by your hospital, surgeon, or MCAN Health. MCAN Health also suggests in its website medical travel insurance that covers surgery/treatment expenses in your home country in the case of any complication. Having insurance is your responsibility.

Feedback and Reviews

MCAN Health is committed to delivering exceptional services and continuously improving the quality of care it facilitates. To this end, MCAN Health actively encourages feedback from its patients, provided that such feedback is sincere, genuine, constructive, and directly relevant to the services rendered by MCAN Health.

MCAN Health acts as an intermediary, connecting patients with healthcare providers to ensure quality treatments at competitive prices. However, MCAN Health cannot be held liable for the services rendered or actions taken by healthcare providers, as these are independent entities. Despite this, MCAN Health values all feedback and takes it seriously, using it to inform healthcare providers, surgeons, hospitals, hotels, and other third-party service providers to enhance their services.

Should MCAN Health observe no measurable improvement in response to patient feedback, and where such lack of improvement is corroborated by independent assessments, MCAN Health reserves the right to terminate its contractual relationships with the relevant third-party providers.

Confidentiality and Data Protection

1. MCAN Health is responsible for the safe keeping of your personal information in a strictly confidential manner. MCAN Health will not disclose your data, records, or information without your consent and will only share it with medical staff.

2. To guarantee your privacy, MCAN Health maintains all patient information in compliance with Turkish Laws regarding the release and disclosure of personal health information. Your anonymous before and after pictures can be used for demonstrative purposes and might be presented only to show possible results from various procedures. We will not sell or rent your personal information to third parties.

By accepting these terms and conditions you permit MCAN Health to use your before after pictures of your treatment in an anonymous way to improve our site, to provide better customer service.

MCANAssurance & MCANTouch-Up

If your Quote and Medical Travel Itinerary include both MCAN Health Assurance and MCAN Touch-Up coverage, the following applies:

The total combined support limit per treatment is capped at 20% of the original treatment cost, excluding non-treatment-related expenses such as hotel accommodation and transfers.

For hair transplant procedures only, the total combined support limit is capped at €700.

Any support provided under MCANAssurance shall be deducted from this total limit.

  • If the total limit is fully utilized under MCANAssurance, MCAN Touch-Up shall not be available.
  • If there is a remaining balance within the total limit, such balance may be used for MCAN Touch-Up, subject to its terms and conditions.

MCAN Health Assurance Coverage

If your Quote and Medical Travel Itinerary include MCAN Health Assurance Coverage, the following benefits may be provided by MCAN Health, subject to the terms and limitations below.

1. Medical and Additional Expenses for Revision Surgery (Complication-Based)

If revision surgery is medically required due to a complication and approved by the original surgeon under the “Aftercare” clause:

  • The surgeon who performed the procedure will cover the cost of the treatment.
  • MCAN Health may provide support as follows:
    • Round-trip economy flight tickets to Turkey: up to €500
    • Accommodation expenses: up to €500
    • Hospital expenses: up to €2,000

The revision surgery must be scheduled within 13 months of the original surgery date.

2. Extension of Stay Due to Treatment Complications

If a treatment-related complication is confirmed by a surgeon’s report and requires an extended stay:

  • Accommodation and return flight change costs: up to €500
  • Additional treatment-related expenses: up to €500
  • Intensive care support (if required): additional €2,000

3. Exclusions

MCAN Health Assurance Coverage does not apply in the following cases:

  • Expenses related to pre-existing medical conditions
  • Blood transfusions
  • Cases where no complication is confirmed by the surgeon
  • Additional hospital stay not related to a complication
  • Treatments performed outside MCAN Health’s approved network
  • Failure to follow aftercare instructions

Unused hotel nights included in the original package will not be charged if the patient remains hospitalized due to a confirmed complication.

4. Travel and Accommodation Conditions

  • Flights are limited to economy class
  • Accommodation is limited to MCAN Health’s contracted hotels
  • If alternative arrangements are chosen, reimbursement shall not exceed MCAN contracted rates
  • Coverage applies only for the duration required for treatment

MCAN Touch-Up

MCAN Touch-Up is a goodwill-based, shared-cost support program designed for patients whose aesthetic results may be improved, despite the absence of any medical complication.

MCAN Touch-Up is not an insurance policy, does not guarantee results, and does not create an automatic right to revision.

A touch-up procedure may only be considered if the original surgeon confirms that a revision is medically appropriate and may improve the result.

Cost Sharing

If approved:

  • The patient shall pay 30% of each applicable cost item
  • MCAN Health may cover 70%, within defined limits

This applies to:

  • Flight expenses (up to €500)
  • Accommodation expenses (up to €500)
  • Hospital expenses (up to €2,000)

The touch-up procedure must be scheduled within 13 months of the original surgery date.

Exclusions

MCAN Touch-Up does not apply if:

  • The surgeon does not approve the revision
  • The result is within normal surgical variation
  • The patient has not followed aftercare instructions
  • The patient has undergone additional treatment elsewhere
  • The request is made outside the appropriate evaluation period

Important Note

MCAN Health Assurance Coverage and MCAN Touch-Up are not insurance policies. They are goodwill-based support frameworks provided by MCAN Health.

MCAN Health strongly recommends that all patients obtain independent medical travel insurance prior to treatment.

If the patient holds an insurance policy, any eligible expenses should first be claimed from the insurance provider. MCAN Health may support remaining eligible costs only within the limits and conditions stated above.

Jurisdiction

In case of disputes arising from this contract, the Parties accept the authority of Court and Execution Directorates of Istanbul.