Before and after your visit
Answers to common questions about clinic rules, being late, changing plans and contacting the clinic after you go home. XeroCare is not a party to your treatment, booking or payment, and does not take money from you. Where clinics differ, the clinic’s own rules apply.
Clinic deposits, no-shows and cancellations
Each clinic has its own rules on deposits, no-shows, cancellations and refunds, and those rules apply. When we send you a quote, we also tell you that clinic’s rules.
XeroCare does not take payment from you, so there is nothing for us to refund. If you paid a deposit to a clinic, the clinic handles it under its own rules.
If you will be late or cannot go
Reply to our email to let us know, and we will pass it on to the clinic. We handle messages during our business hours, so we cannot promise it reaches the clinic right away.
XeroCare asks nothing of you if you miss an appointment. The clinic decides what happens to any deposit. We do not mediate deposit disputes between you and the clinic, but we can help you get in touch with the clinic.
Changing or cancelling
Consultation and quote requests are free, and cancelling before anything is confirmed costs nothing.
To change the date or cancel after a booking is confirmed, tell us. We will pass it on to the clinic and reply with the result.
First reply within 1 business day (Monday to Friday, Korea time, excluding Korean public holidays).
Cancellation deadlines and whether a deposit is refunded follow the clinic’s rules. We tell you them with the quote.
If the clinic changes or cancels your booking, we let you know. If you wish, we ask other clinics for a quote for the same treatment.
If a request is still open, we delete it as soon as you ask.
Consultation & quote requests are kept for 1 year after the consultation ends (when we confirm the booking or close it as cancelled), then deleted.
To ask for deletion, email xerocare@xerost.ai with your request number (for example XC-261015-ABC123) or your contact details.
After you go home
If you have a question for the clinic after you go home, send it to us. We pass your question to the clinic and its answer back to you, free of charge.
We do not accept progress photos or descriptions of symptoms. Please send them to the clinic directly; we can help you get in touch with the clinic.
We do not judge whether something is a side effect or whether a treatment needs to be redone. The clinic and its doctors do.
In an emergency or if your symptoms are severe, call the emergency number of the country you are in or go to the nearest hospital.
The cost of a revision or touch-up, and who is responsible for it, follow the clinic’s rules. Check with the clinic during your consultation.
If you have a problem with a clinic
The Medical Korea Information Center offers consultation on complaints and disputes about Korean medical institutions, and helps with transfer to the Korea Medical Dispute Mediation and Arbitration Agency. Phone: +82-2-1577-7129 (09:00–18:00, Korea time, every day).
Languages at the Seoul center: English, Chinese, Japanese, and Korean.
Reviews
How we handle reviews is explained under “How we compare prices” on the About page.