New danger in health tourism: They demand money back by claiming 'I did not receive the service'

Some foreign patients who receive treatment in Turkey and return to their home countries are attempting to recover their treatment fees by abusing the "chargeback" system. Experts have issued critical warnings against this fraud method, which is putting sector representatives in a difficult position.

As Turkey becomes a global hub for health tourism, the sector has recently been facing a new method of abuse. Some foreign patients who undergo aesthetic procedures, dental work, hair transplants, or other medical operations in Turkey apply to their banks after returning home to file a "chargeback" request. Patients claiming "I did not purchase this service" or "I received defective service" to get their money back are leaving hospitals, clinics, and intermediary agencies facing serious financial losses.

Lawyer Özge Özmen Korkut, a member of the Izmir Bar Association Health Law Commission, explained what healthcare institutions and agencies should do legally when encountering this rapidly increasing fraud method.

"THEY WANT TO RECOVER HIGH TREATMENT COSTS"

Drawing attention to how the process works, Attorney Özge Özmen Korkut summarized the malicious attempts of patients with the following words:

"After the patient returns to their country, if they are not satisfied with the process or in order to recover high treatment costs, they apply to their own bank saying, 'I did not receive this service' or 'I received defective service. Therefore, I want my money refunded.' The bank then applies to your bank. You are asked to prove whether such a service was provided or not."

HOW SHOULD HEALTHCARE INSTITUTIONS AND AGENCIES PROTECT THEMSELVES?

To prevent such unfair refund requests and to convince the bank, very strict documentation must be maintained from the very beginning of the process. Lawyer Korkut listed the precautions that should be taken as follows:

All steps, from the patient's arrival in Turkey to their transfer, hotel accommodation, and departure from the hospital, must be recorded in detail.

The patient's consent forms, hospital admission documents, and explicit consent texts (KVKK/GDPR compliant) must be clearly filed.

In the event of a possible chargeback, it is of vital importance that these documents are immediately submitted to the relevant bank.

"THE BANK CANNOT MEASURE THE QUALITY OF THE SERVICE, THE COURT DECIDES"

Emphasizing that banks are not legal authorities, Korkut warned healthcare institutions about this critical detail:

"Attention! The bank cannot determine whether the service is defective. This subject is within the jurisdiction of the court. However, if the bank concludes that you never provided this service to the patient, it can initiate the chargeback process, and the money can be refunded to the patient before it is delivered to you. Therefore, it is very important to create your documents completely and accurately. Because you never know what might happen after the patient returns to their country."

News Source: 12punto