The questions patients
actually ask
Straight answers, in the same words we use in writing and on the phone. If something here is unclear, ask us before you commit to anything.
Is the coordination fee refundable?
Before activation, nothing is owed — and any fee already collected is refunded in full within 10 business days. After activation the fee is non-refundable, except where required by law, because personalized coordination begins immediately. Two exceptions protect you: if the treating physician determines at your in-person evaluation that the agreed plan cannot safely proceed, or recommends a substantially different treatment and you decline it, you receive a full refund. If the medical team finds you medically unsuitable for the planned treatment, you choose a full refund or a 12-month credit. Refunds are returned via your original payment method.
If I have two procedures, do I pay two coordination fees?
No. The coordination fee is charged once per coordinated treatment journey. Multiple procedures performed as part of the same agreed treatment plan are one journey — one fee. A new fee applies only if a separate treatment journey is initiated later. Traveling with a companion does not change the fee either.
What exactly does the coordination fee cover?
Our coordination fee is a flat $2,000 per case — one fee per coordinated treatment journey, not per traveler and not per procedure within the same plan. It is not a commission and not a deposit toward treatment, and it is not deducted from hospital or clinic invoices. It covers the coordination service itself: case preparation, institution matching, records handling, scheduling, and liaison with the treating institution before, during, and after treatment. Nothing is owed until activation.
The coordination fee is paid to J&Z Vitalis Inc. in the United States — by credit card, bank transfer, or secure online payment link, in a single payment at activation. Refunds under the refund policy are returned via the original payment method wherever reasonably practicable.
When does activation happen exactly?
Activation occurs when the patient approves the treatment plan, confirms treatment dates, provides the flight itinerary they have booked, and coordination formally begins — including initiating the insurance arrangement through the treating institution. The coordination fee becomes payable only at activation.
How do I pay, and is my payment secure?
Two separate payments, and they work differently.
The coordination fee is paid to J&Z Vitalis Inc. in the United States — by credit card, bank transfer, or secure online payment link, in a single payment at activation. Nothing is owed before that point.
Treatment costs are paid separately. You can pay the treating institution directly under the written plan, or use the Better by MTA platform, a payment service from the Medical Tourism Association and Mastercard that issues a virtual card directly to the provider. J&Z Vitalis holds Gold Circle membership with the Medical Tourism Association.
Which route you use is your choice, and the difference is explained in writing before you pay anything.
What insurance is included?
Travel insurance and complication insurance are arranged on your behalf by the treating institution and its licensed agency. J&Z Vitalis does not sell, underwrite, or receive commission on any insurance product. Coverage limits, exclusions, and the claims process are set out in the policy documents provided to you before travel.
Complication coverage applies to revision treatment for procedure-related complications for six months from the policy start date. Both policies are in place before you travel.
What happens if something goes wrong?
Different things are covered by different parties, so here is the split.
Clinical care and surgical outcomes are the responsibility of the treating institution, which carries its own malpractice coverage. All clinical decisions are made by its licensed physicians.
Complication and travel coverage. Read the policy documents you receive before travel — and ask us about anything that is unclear.
Travel insurance and complication insurance are arranged on your behalf by the treating institution and its licensed agency. J&Z Vitalis does not sell, underwrite, or receive commission on any insurance product. Coverage limits, exclusions, and the claims process are set out in the policy documents provided to you before travel.
Your part is disclosing your complete medical history and following the pre- and post-operative instructions. Coverage can be affected if either is incomplete.
If the treatment plan itself changes at your in-person evaluation, the refund terms apply.
Could I not just contact the clinic myself?
You can, and some patients do. Here is what the coordination fee actually buys.
Institution selection against documented criteria — accreditation status, the surgeon's specialty credentials, and the institution's own malpractice coverage, checked and recorded for your case rather than assumed.
One point of contact in your own time zone, so you are not managing a hospital's international department across a nine-hour gap while trying to recover.
Your records organized and delivered in the form the treating team needs, before you travel rather than on arrival.
A flat fee, disclosed up front. We receive no commission from any institution — the fee is the same whichever institution your case goes to, which is what keeps the recommendation honest.
If you would rather arrange it yourself, we will tell you so.
J&Z Vitalis Inc. is a healthcare coordination company. We are not a medical provider, clinic, or hospital. We do not diagnose, treat, prescribe, or provide medical advice. All treatment is delivered by independent, licensed institutions that are solely responsible for clinical decisions and outcomes. Information on this page is general in nature and is not a substitute for consultation with a licensed physician.
Still have a question?
Ask it before you commit to anything. There is no obligation at any point, and nothing is owed until activation.