Coordination fee
J&Z Vitalis charges a USD 2,000 Coordination Fee only after a patient chooses to move forward with their treatment journey.
This fee is not a commission, referral fee, or markup on medical treatment. It is a professional service fee for the end-to-end coordination of the patient's care.
Medical treatment fees, hospital charges, and other third-party expenses are separate and are billed according to the applicable provider.
What the coordination fee covers
The Coordination Fee includes professional coordination services provided by J&Z Vitalis, including but not limited to:
- Dedicated U.S.-based care coordination
- Personal case management
- Medical record organization
- Specialist and provider coordination
- Treatment scheduling
- Scheduling coordination around the patient's own travel arrangements
- Written confirmation of the accommodation and ground transfers arranged by the treating institution
- Coordination of the applicable travel and procedure-related complication insurance (arranged through the treating institution)
- Patient support throughout the stay
- Coordination of recovery and aftercare services
- Post-treatment follow-up coordination after returning home
The fee reflects the professional management of the patient's medical journey rather than the medical treatment itself.
J&Z Vitalis does not book, sell, or contract for air transportation. Flights are booked by the patient. Accommodation and ground transfers are arranged and provided by the treating institution; J&Z Vitalis coordinates and confirms these arrangements on the patient's behalf but does not sell them or collect payment for them.
Activation of coordination services
The patient's care journey is considered Activated only when all applicable steps below have been completed:
- The patient has reviewed and approved the proposed treatment plan.
- The patient has confirmed their intention to proceed with treatment.
- The patient has confirmed their travel itinerary and provided the flight details they have booked.
- The patient has provided the information required for treatment coordination.
- J&Z Vitalis has initiated the patient's travel and medical complication insurance, when applicable.
- A dedicated coordinator has begun arranging the patient's personalized treatment journey.
Only after activation does the USD 2,000 Coordination Fee become payable.
In plain terms: Activation occurs once the patient has accepted the treatment plan, confirmed travel details, and J&Z Vitalis has commenced personalized coordination services — including initiating the insurance arrangement through the treating institution, where applicable. The fee becomes payable at that point; insurance policies themselves are issued as part of the coordination that follows.
The Coordination Fee is charged once for each activated treatment program. If additional procedures are added to the same agreed treatment journey, no additional Coordination Fee applies — provided the procedures are performed during the same coordinated treatment journey. A new Coordination Fee applies only if a separate treatment journey is initiated.
The Coordination Fee is deemed fully earned upon Activation, because individualized coordination services commence immediately upon Activation and are performed specifically for that patient's treatment journey.
Cancellation before activation
If the patient decides not to proceed before Activation, no Coordination Fee is due.
If a Coordination Fee has already been collected before Activation, it will be refunded in full within 10 business days. All refunds under this policy are made using the original payment method whenever reasonably practicable, unless delayed by the payment processor or banking system.
Cancellation after activation
Once the patient's journey has been Activated, the Coordination Fee becomes non-refundable, except where otherwise required by applicable law, because personalized coordination services and third-party arrangements have already begun. By Activation, J&Z Vitalis has committed individualized professional time, personnel resources, scheduling, and coordination efforts that cannot reasonably be recovered.
These services may include: case management, specialist coordination, scheduling, provider communication, insurance arrangement, recovery planning, and personalized patient support.
Exception — Change of treatment plan at in-person evaluation: Every treatment plan receives final confirmation at the in-person clinical evaluation, and the decision to proceed always belongs to the patient. If, after the in-person evaluation, the treating physician determines that the agreed treatment plan cannot safely proceed, or recommends a substantially different treatment and the patient declines that revised plan, the Coordination Fee is refunded in full within 10 business days.
Exception — Medical unsuitability: If the treating medical team determines during pre-operative evaluation that the patient is not medically suitable for the planned treatment, the patient may choose either a full refund of the Coordination Fee (within 10 business days) or a credit valid for 12 months toward a future coordinated treatment.
No-show: If, after Activation, the patient fails to travel and does not respond to reasonable written contact attempts by J&Z Vitalis (by email and/or telephone) for thirty (30) consecutive days, the Coordination Fee is forfeited.
Nothing in this policy limits the patient's right to decline treatment following the in-person clinical evaluation. The decision to proceed with treatment always remains with the patient.
Services purchased separately
Some patients may choose to arrange or purchase certain services independently, or may purchase optional services separately from J&Z Vitalis. Examples include, but are not limited to: medical treatment or surgery; hospital or clinic fees; hotel accommodation; flights; airport transfers; ground transportation; private nursing services; caregiver services; physiotherapy; home healthcare; wellness or recovery services; prescription medications and pharmacy purchases; pharmaceuticals; compression and cosmetic garments; laboratory, pathology, and imaging services; and any optional services purchased separately.
These services are not included in the Coordination Fee unless specifically stated in writing.
Accommodation, flights, airport transfers, and ground transportation are contracted directly between the patient and the applicable provider, or are provided by the treating institution as part of its own program. J&Z Vitalis does not sell these services and does not collect payment for them.
Refund exclusions
The J&Z Vitalis Coordination Fee Refund Policy applies only to the Coordination Fee. It does not apply to payments made to third-party providers or to separately purchased services.
Any payments made directly or indirectly for medical treatment, hospitals, physicians, hotels, airlines, transportation providers, insurance companies, recovery providers, home healthcare providers, or any other third-party supplier are governed solely by the cancellation and refund policies of those respective providers. J&Z Vitalis is not responsible for refunding charges imposed by third-party providers.
Treatments booked as an all-inclusive package through the Better by MTA platform are governed by that platform's own payment and refund terms.
Important clarification
The USD 2,000 Coordination Fee is not a deposit toward medical treatment, and it is not deducted from hospital or clinic invoices. The fee compensates J&Z Vitalis for the coordination services provided, regardless of whether treatment payments are made directly to the treating institution or through an all-inclusive package. It is payment for the professional coordination services provided by J&Z Vitalis in planning, organizing, and managing the patient's treatment journey. Medical treatment costs are quoted separately and remain payable according to the treatment provider's own terms.
How payment works — step by step
- Free specialist review of the patient's records.
- Written treatment plan is provided.
- The patient approves the plan.
- The patient confirms travel dates.
- The patient books their own flights and shares the travel details.
- J&Z Vitalis activates the program.
- At this point, the USD 2,000 Coordination Fee becomes payable — paid to J&Z Vitalis Inc. by credit card, bank transfer, or secure online payment link, in a single payment.
- The travel and complication insurance policies are arranged through the treating institution.
- The treating institution puts accommodation, transfers, and on-ground arrangements in place; J&Z Vitalis confirms them with the patient.
- Treatment costs are paid separately per the written plan — either to the applicable provider, or as an all-inclusive package through the Better by MTA platform.
- If a cancellation occurs after activation, this Refund Policy applies.
- Third-party services purchased separately by the patient are governed by those providers' own terms and are outside this Refund Policy.
Force majeure
J&Z Vitalis shall not be responsible for delays, cancellations, or changes caused by events beyond its reasonable control, including but not limited to airline disruptions, transportation strikes, governmental actions, government travel advisories, border closures, visa restrictions, sanctions, natural disasters, epidemics and pandemics, cyberattacks, payment processor outages, provider scheduling changes, provider insolvency, or other force majeure events. Force majeure shall suspend, but not automatically terminate, the parties' obligations unless performance becomes impossible.
Questions about the coordination fee
If a patient has questions regarding the Coordination Fee, Activation, or this Refund Policy, J&Z Vitalis will provide a clear written explanation before any payment is requested. Our goal is complete transparency, so patients understand exactly what they are paying for before deciding to proceed.