Cancellation & Refund Policy

naftalan.health | Cancellation & Refund Policy

CANCELLATION & REFUND POLICY

Platform naftalan.health

Last updated: 06.06.2025 | Version: 1.0

Alexandr Umanet | naftalan.health


⚠ Important: The €150 Naftalan Health Navigator service fee is non-refundable for pre-trip cancellations, as the Operator begins work immediately upon payment. The only exception is cancellation due to force majeure (Section 7) or post-trip dissatisfaction (Section 5). By proceeding to payment, the Client explicitly accepts this condition.

1. General Provisions

This Cancellation and Refund Policy governs the conditions under which Alexandr Umanet (the "Operator"), operating through naftalan.health, processes cancellation requests and refunds relating to the Naftalan Health Navigator service fee of €150.

This Policy applies in accordance with the General Data Protection Regulation (EU) 2016/679, the EU Consumer Rights Directive (2011/83/EU), and, where applicable, the national consumer protection law of the Client's country of residence (including Israeli Consumer Protection Law, 5741-1981, and Turkish Law on Consumer Protection No. 6502).

This Policy covers exclusively the €150 Naftalan Health Navigator coordination service fee paid to the Operator. It does not govern cancellation or refund of sanatorium stays, flights, transfers, or travel insurance — those are subject to the respective providers' own policies, which the Operator communicates to the Client during the coordination process.

All cancellation requests must be submitted in writing by email to info@naftalan.health. The date of cancellation is the date on which the Operator confirms receipt of the request in writing.

2. What the €150 Service Fee Covers

The €150 Naftalan Health Navigator fee is a flat coordination and orientation service fee covering:

Personalised medical orientation consultation — assessment of health profile and suitability for Naftalan oil therapy, with a sanatorium recommendation;
Flight optimisation — research and recommendation of optimal flights to/from Azerbaijan;
Visa assistance — guidance on entry requirements and visa procedures;
One included excursion — coordination of one excursion during the stay;
24/7 on-the-ground support — availability by phone and messaging throughout the Client's stay in Azerbaijan.

Work begins immediately upon payment confirmation. The Operator invests time and resources from day one — scheduling the consultation, preparing the health profile assessment, and initiating sanatorium outreach. This is why the fee is non-refundable for standard pre-trip cancellations.

3. Pre-Trip Cancellation by the Client

If the Client cancels the service before travelling to Azerbaijan, the following conditions apply:

Cancellation Timing	Refund of €150 Fee
At any point before the trip departs	Non-refundable
Within 14 days of payment AND before the medical orientation consultation has taken place	Full refund (EU statutory right — see note below)
Force majeure (Section 7)	Full refund — €150

EU Statutory Right of Withdrawal: Under the EU Consumer Rights Directive (2011/83/EU), consumers have the right to withdraw from a distance contract within 14 days without giving a reason. However, by proceeding to payment, the Client expressly requests that the Operator begin performance immediately and acknowledges that this right is waived once the medical orientation consultation has taken place. If the consultation has not yet occurred, a withdrawal request submitted within 14 days of payment will be honoured in full.

The €150 fee does not cover and the Operator bears no liability for any cancellation penalties applied by sanatoriums, airlines, or transfer operators — these are governed by separate policies communicated during coordination.

4. Modification and Rescheduling

Before requesting a cancellation, the Client may request a modification of their trip plan — such as a change of travel dates, sanatorium, or programme — subject to availability and partner conditions. The Operator strongly recommends exploring this option before cancelling, as it avoids the loss of the service fee.

To request a modification, the Client contacts the Operator in writing at info@naftalan.health. The Operator will assess available options and respond within 2 working days. Modifications are offered at no additional charge from the Operator's side, unless the change requires substantially more coordination work than originally scoped, in which case the parties agree in writing.

Any fees or penalties charged by airlines, sanatoriums, or transfer operators for modifications to their respective bookings are borne exclusively by the Client.

5. Post-Trip Satisfaction Refund

The Operator offers a post-trip satisfaction guarantee covering the quality of the coordination services and the sanatorium recommendation. This guarantee is the Operator's voluntary commitment beyond statutory obligations.

5.1. Conditions for the Post-Trip Refund

The Client is entitled to a full refund of the €150 service fee after returning from the sanatorium if they are dissatisfied with:

The quality of the Operator's coordination services (medical orientation consultation, flight optimisation, visa assistance, excursion coordination, or on-the-ground support); or
The sanatorium recommended by the Operator.

5.2. Procedure

The refund request must be submitted within 7 (seven) calendar days of the Client's return from the sanatorium;
The request must be sent in writing to info@naftalan.health, stating the nature of the dissatisfaction;
No justification, documentation, or approval is required — the refund is processed automatically upon receipt of the written request;
The full amount of €150 is refunded, without any deductions;
Refunds are issued to the original payment method (Stripe or PayPal) within 5–10 business days of the request.

5.3. Scope Limitations

The post-trip satisfaction guarantee does not extend to:

Medical outcomes or treatment results at the sanatorium;
Sanatorium service quality (accommodation, meals, staff);
Flight delays, cancellations, or disruptions;
Transfer quality or logistics arranged by third parties;
Personal health reactions to Naftalan oil therapy;
Circumstances beyond the Operator's control (see Section 7).


ℹ Note: The sanatorium, airline, and transfer costs paid directly by the Client to those providers are not covered by this policy and are not refundable by the Operator under any circumstances.

6. Summary of Refund Scenarios

Scenario	Refund of €150 Fee	Sanatorium / Flight Costs
Client cancels before trip, after consultation	Non-refundable	Governed by provider policies
Client cancels within 14 days of payment, before consultation	Full refund — €150	Governed by provider policies
Client cancels due to force majeure	Full refund — €150	Operator assists negotiation; not guaranteed
Client dissatisfied with coordination after trip (within 7 days)	Full refund — €150	Not covered by this policy
Client dissatisfied with sanatorium recommendation (within 7 days)	Full refund — €150	Not covered by this policy
Client dissatisfied with medical outcome or sanatorium quality	Not refundable	Not covered by this policy


ℹ The exact amounts and conditions for sanatorium and flight cancellations will be communicated to the Client in writing by the Operator at the time the relevant bookings are made, as part of the coordination process.

7. Force Majeure

If the Client is unable to travel due to a force majeure event — including but not limited to: declared war or armed conflict, officially declared pandemic, natural disaster, or a travel ban issued by the competent authorities of the Client's country of residence or Azerbaijan — the Operator will refund the full €150 service fee.

To qualify for a force majeure refund:

The Client must notify the Operator in writing at info@naftalan.health as soon as reasonably possible;
The Client must provide reasonable evidence of the force majeure event (e.g. official government travel advisory, airline cancellation notice);
The refund will be processed within 10 business days of receipt of the written request and supporting evidence.

The Operator will also use reasonable efforts to assist the Client in negotiating with sanatoriums and airlines regarding their own cancellation penalties in force majeure situations, though the Operator cannot guarantee outcomes with third-party providers.

8. Refund Procedure

Where a refund of the €150 service fee is applicable under this Policy, it is processed as follows:

Refunds are issued exclusively to the original payment method — Stripe (card) or PayPal — used at the time of booking. No bank transfer alternatives are offered.
Processing time: 5–10 business days from the date the Operator confirms the refund request.
Currency: Refunds are issued in EUR.
No deductions: The full €150 is refunded in all eligible cases — no administrative fees or processing charges are deducted by the Operator.

Payment processor fees (Stripe or PayPal) are borne by the Operator and are not deducted from the Client's refund.

9. Cancellation by the Operator

In the unlikely event that the Operator is unable to deliver the Naftalan Health Navigator service after payment has been received — due to the Operator's own incapacity or unavailability — the Client will receive a full refund of the €150 fee within 5 business days, without any penalty.

The Operator will notify the Client in writing as soon as possible and, where feasible, will offer an alternative arrangement or rescheduling before proceeding to a refund.

10. Contact for Cancellations and Refunds


Operator	Alexandr Umanet
Email	info@naftalan.health
Platform	naftalan.health
Response time	Within 2 working days
Refund processing time	5–10 business days from confirmed request
EU ODR Platform	ec.europa.eu/consumers/odr

This Cancellation and Refund Policy is effective from 06.06.2025 — Version 1.0