Refund Policy
At ProHealth Pathway (Mednurse Consult), we are committed to providing exceptional services in a timely and professional manner. Due to the nature of our business — including visa advisory, nursing relocation assistance, OSCE preparation, and travel booking coordination through third-party platforms — our refund policy is designed to be fair, transparent, and considerate of administrative and third-party costs.
General Refund Conditions
You may request a refund under the following conditions:
- The service was paid for, but has not yet commenced (e.g., no consultation has been scheduled, no materials delivered, no action taken on your file).
- The refund request is submitted within 72 hours of payment for consultation services.
- There has been a demonstrable failure to deliver the agreed service within 14 working days without prior communication or an acceptable explanation.
- A service cancellation initiated by MedNurse Consult due to unforeseen circumstances
Non-Refundable Services
We are unable to issue refunds under the following circumstances:
- Digital products (e.g. ebooks, templates, or pre-recorded courses) that have been downloaded, accessed, or for which download links have been provided.
- Services already rendered, including but not limited to: consultations held, document reviews completed, visa application submissions made, or advisory sessions conducted.
- Government fees, third-party fees, or regulatory costs (e.g., UK visa application fees, NMC registration fees, biometrics charges, courier fees).
- Third-party booking charges processed through Booking.com, Trip.com, or other travel platforms.
- Services where the client has caused delays through incomplete submissions, missed appointments without 48-hour notice, or failure to provide required documentation.
- Tutorial sessions or consultations where the client failed to attend without proper notice.
- Partial completion of service packages where some components have already been delivered.
Service-Specific Refund Terms
Visa Advisory Services:
Refund requests for visa consultation services must be made before the scheduled consultation time. Once a consultation has commenced or been held, no refund will be issued. Rescheduling is permitted with 48 hours notice.
OSCE Tutorial Services:
Please refer to our separate OSCE Tutorial Terms and Conditions for detailed refund policies. Generally
- Cancellation 14+ days before start: Full refund minus £50 admin fee
- Cancellation 7-14 days before start: 50% refund
- Cancellation less than 7 days or after commencement: No refund
Digital Products:
All digital products (ebooks, manuals, downloadable materials) are non-refundable once access has been granted or download links provided. Please see our OSCE Ebook Terms and Conditions for full details
Document Preparation Services:
Once work has commenced on document preparation, review, or translation coordination, services are non-refundable. Refunds may be issued if the service has not yet begun and request is made within 72 hours of payment.
Travel Booking Refunds
All flight and accommodation bookings are coordinated via third-party platforms including Booking.com, Trip.com, and airline websites. Refunds for travel bookings are subject exclusively to the terms and conditions of the respective third-party provider. MedNurse Consult acts as a booking coordinator and will assist you in:
- Initiating refund claims with the booking platform.
- Providing necessary documentation for cancellations.
- Communicating with service providers on your behalf where possible.
Please note: ProHealth Pathway (MedNurse Consult) is not responsible for refund delays, denials, or processing times determined by third-party platforms. Any booking coordination fees charged by MedNurse Consult are non-refundable once the booking has been processed.
Refund Request Process
To initiate a refund request, please email us at admin@mednurseconsult.uk with the following:
- Full name as provided during booking
- Email address used for registration
- Transaction reference or receipt number
- Service or package purchased
- Date of payment
- Detailed reason for refund request
- Any supporting documentation
Processing Timeline: We will review your request and respond within 5-7 working days. Approved refunds will be processed within 14 business days to the original payment method.
Partial Refunds and Service Credits
In cases where services have been partially delivered or extenuating circumstances exist, MedNurse Consult may, at our sole discretion, offer:
- Partial refunds reflecting the proportion of services not yet delivered
- Service credits toward future bookings
- Complimentary extensions or additional support sessions
- Alternative service arrangements
Each case will be evaluated individually based on its specific circumstances and our commitment to fair treatment of all clients.
Dispute Resolution
If you are dissatisfied with our refund decision, please contact us to discuss your concerns. We are committed to resolving disputes amicably and will work with you in good faith to reach a fair resolution.