How this typically happens
You found a clinic online, exchanged messages with a patient coordinator, and everything sounded perfect. They asked for a deposit to "secure your booking." You paid, usually by bank transfer because the clinic said it was easier or cheaper than card payment.
Then something changed. Maybe you found better options. Maybe you received a medical diagnosis that prevents you from having the procedure. Maybe the clinic changed the treatment plan or the price after you paid. Or maybe you simply realised that the clinic was not what it appeared to be.
You asked for your deposit back. The answer: "Non-refundable."
The "non-refundable" claim is not always legally valid. Under Turkish consumer protection law, a blanket "no refund" policy does not automatically override your rights, especially if the clinic changed the terms of the agreement, the service was not provided as described, or the cancellation was due to a medical reason outside your control.
Common scenarios we see
- "We changed the treatment plan but the deposit still stands." If the clinic proposed a significantly different treatment after taking your deposit, the original agreement has changed. You may have grounds for a full refund.
- "Your surgeon is no longer with us, but another doctor will treat you." If you specifically chose the clinic because of a named surgeon and that surgeon has left, the clinic cannot force you to accept a replacement without your consent.
- "We have a strict no-refund policy." A policy written on a website or in a WhatsApp message is not the same as a legally binding contract. And even a signed contract cannot override statutory consumer rights.
- "We already spent your deposit on materials." If no treatment was performed, this claim is very difficult for the clinic to substantiate, particularly if you cancelled well in advance.
What you can do
- Gather your paper trail. Every message, email, payment receipt, treatment plan, and screenshot. If the clinic made specific promises that they later changed, highlight these clearly.
- Send a formal refund request. By email, not WhatsApp. State the amount paid, the date of payment, the reason for your refund request, and a deadline of 14 days. Keep it calm and factual.
- Credit card chargeback. If you paid by credit card, contact your bank immediately. Explain that the service was not provided as agreed. Provide your evidence. This is often the fastest route to getting your money back.
- Bank transfer recovery. If you paid by bank transfer, recovery is harder but not impossible. Your bank may be able to initiate a recall, particularly if the payment was recent and you can demonstrate that the service was misrepresented.
- Escalate formally. File a complaint with the Turkish consumer arbitration board (Tuketici Hakem Heyeti) if the amount is within their jurisdiction. For larger amounts, a formal legal notice from Turkey carries significant weight.
Critical tip: If a clinic asks you to pay by bank transfer and specifically discourages credit card payment, treat this as a warning sign. Credit card payments give you chargeback rights. Bank transfers do not. Clinics that insist on transfers know this.
How we help
Deposit disputes are one of the most common cases we handle. The dynamic almost always shifts when the clinic receives formal communication in Turkish, from someone based in Turkey, who clearly understands the regulatory landscape.
Our approach:
- Free assessment of your case and the strength of your refund claim
- Formal demand letter to the clinic in Turkish, citing relevant consumer protection provisions
- 72-hour response window before escalation
- If needed, escalation to consumer arbitration or regulatory complaint
- Guidance on chargeback processes for credit card payments
Need help with this?
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