Raising a concern, or changing your plans

Complaints about our service

Please email partnerships@beautybroker.com with your name, the email address you used with us and what happened. We will:

• acknowledge your complaint within two business days;
• look into it fairly and keep you informed; and
• aim to give you a written response within 20 business days, telling you what we found and what we will do.

If you are not satisfied with our response, you can contact NSW Fair Trading (fairtrading.nsw.gov.au) or your local consumer protection agency. Privacy complaints can be taken to the Office of the Australian Information Commissioner (oaic.gov.au).

Concerns about your treatment or a hospital

Clinical care is provided by the hospital and your surgeon, so concerns about treatment, results, complications or a provider's conduct should be raised with the hospital first, through its patient relations or complaints process. Each hospital is regulated by the health authorities of its own country.

If you want help doing this, tell us. We can pass on your concern, help you get your records and support you in communicating with the hospital, although we cannot decide the outcome or make a clinical judgement.

If you have urgent symptoms after treatment, contact the treating hospital straight away, or in Australia call 000 or go to your nearest emergency department.

Cancelling our service

You can stop using our service at any time, at no cost, simply by telling us. We do not currently charge patients a fee. If we ever agree a fee with you, its cancellation terms will be set out in writing before you agree to it.

Cancelling or changing treatment and travel

Treatment, deposits and refunds are between you and the hospital, under the hospital's own terms and cancellation policy. Flights, accommodation and transfers are under the terms of whoever provides them. Check these before you pay, and consider travel insurance that covers cancellation.

If you need to cancel or change your plans, tell us as early as you can and we will help you contact the hospital and any other providers. We cannot guarantee a refund from a third party.