Payment, Refund & Cancellation Policy
Clinic Treatments
Elysium Institut AG ·Tödistrasse 7, 8002 Zürich
1. Scope
This policy applies to all consultations, diagnostic programmes and treatments ("Treatments") booked with Elysium Institut AG, whether booked online, by e-mail, by telephone or in person, by patients of any nationality or residence. It forms part of your treatment agreement. Statutory rights that cannot be waived under the law applicable to you remain unaffected.
2. Nature of our services
Treatments are personalised medical services. Clinical staff, equipment, consumables and (where applicable) laboratory and apheresis capacity are reserved specifically for you once your booking is confirmed. Medical services are an obligation of careful performance in accordance with current medical science, not a guarantee of a particular outcome.
3. No statutory withdrawal ("cooling-off") right
Because the services are healthcare services, the 14-day withdrawal right under EU Consumer Rights Directive 2011/83/EU does not apply (Art. 3(3)(b) of the Directive), and Swiss law provides no general distance-contract withdrawal right. Any cancellation rights you have are therefore exclusively those set out in this policy and in mandatory law.
4. Payment, confirmation and cancellation charges
4.1 A booking is confirmed when we issue written confirmation and any required deposit or prepayment has been received.
4.2 As a rule, confirmed bookings are non-refundable. Amounts paid are applied as a flat-rate cancellation charge compensating the Institut for damages resulting from termination at an inopportune time (Art. 404 para. 2 CO), including reserved clinical capacity, preparatory work (file review, treatment planning, ordered consumables and laboratory analyses) and lost opportunity to allocate the slot to another patient, except as follows:
Cancellation notice before appointment
Charges: More than 14 days - Full Refund | 14 days to 48 hours - 50% Refund | Less than 48 hours OR no-show - No Refund
For Treatments or programmes with a total price exceeding CHF 2,500, the cancellation charge under this Section is limited to the Institut's demonstrable costs and reserved-capacity losses, assessed in accordance with Art. 394 et seq. and Art. 404 CO.
4.3 Medical unsuitability.
If our physicians determine before commencement that you are medically unsuitable for the Treatment, amounts paid will be refunded less the cost of consultations and diagnostics already performed.
4.4 Services Not Rendered and Clinic-Initiated CancellationsIf a prepaid Treatment is not performed due to a cancellation by the patient, refunds are determined exclusively in accordance with Section 4.2. If the Institut must cancel, postpone, or is unable to perform a confirmed Treatment for reasons within its control (e.g., clinical staff unavailability or equipment failure), the patient will be offered the choice of: (a) rescheduling the Treatment to a mutually agreeable date, or (b) receiving a full refund of any prepaid amounts for the unperformed services. To the extent permitted by applicable law, the Institut shall not be liable for any secondary or consequential costs incurred by the patient due to such cancellation (including, but not limited to, travel or accommodation expenses).
4.5 Serious cause / force majeure. In documented cases of serious illness, bereavement or other compelling circumstances, we may at our discretion offer rescheduling or a credit in place of the cancellation charge. Statutory termination for good cause remains reserved.
4.6 Partially performed treatment programmes. If a multi-session programme is discontinued, fees for sessions performed, consumables used and non-recoverable third-party costs are due in full; any genuinely costs not incurred for future sessions will be assessed in accordance with Art. 394 et seq. CO.
5. How to cancel
Cancellations must be notified in writing to reception@elysiuminstitut.ch or by telephone at +41 44244 83 83 (confirmed in writing). The time of receipt at the Institut is decisive.
6. Refund mechanics
Approved refunds are made to the original payment method within 14 days, in the original currency. Where the refund is due to a patient-initiated cancellation, any bank, card-scheme, and exchange-rate costs of international refunds shall be borne by the patient, unless mandatory law provides otherwise.
7. Insurance
Elysium Institut AG operates exclusively as a private medical facility. The contractual relationship, and therefore the financial obligation, exists solely between the patient and the Institut. Patients are directly and personally responsible for settling all invoices in full within the stipulated payment terms, regardless of their individual insurance coverage or the status of any pending claims. We do not bill health insurance providers directly. It is the patient's sole responsibility to clarify coverage, submit claims, and manage any reimbursements directly with their insurer. Furthermore, please note that cancellation charges do not constitute medical services and are generally not reimbursable by insurance policies.
8. Governing law
This policy and the treatment agreement are governed by Swiss law; place of jurisdiction is Zurich, subject to mandatory venues. Nothing in this policy excludes liability or rights that cannot be excluded under mandatory applicable law.
