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How do I cancel a booking?
How escrow works
Border medical pass
Add insurance info
Soft-food meal plan
Booking & appointments
Deposits, scheduling & changes
Payments & refunds
Escrow, receipts & refunds
Recovery houses
Nursing, meals & transport
Travel & border pass
Re-entry & proof of procedure
Medical records & ID
Uploads, sharing & downloads
Account & security
Sign-in, privacy & access
Popular help topics
Jump to FAQ →How the deposit & escrow process works
Your 20% deposit sits with our payment processor until your consultation is verified complete. Here's the timeline, the refund triggers, and what happens if a dispute opens.
Border medical pass — when do I need one?
For trips to Tijuana, Cancún or Bogotá, the pass speeds your re-entry to the US with proof-of-procedure. Required for some patients, optional for others — here's the call.
Pairing a recovery house with your trip
If your procedure is bookmarked, MediTours auto-suggests 3 nearby houses with 24/7 nursing, soft-food meal plans and door-to-clinic transport. Add it in 2 taps.
Are the doctors really verified?
Every specialist is checked against the medical board of their country (CONAMED in Mexico, Ministerio in Colombia, COLMED in Costa Rica). Some hold extra US/EU credentials.
Sharing medical records with a specialist
Upload your X-rays, CT scans or lab work once — share to specific doctors with one tap. Records stay encrypted and only accessible to whoever you grant.
Cancelling or rescheduling a booked trip
Cancel ≥72 hours before for a full deposit refund. 24-72h: 50%. Inside 24h: case-by-case. Rescheduling is always free and doesn't reset your escrow window.
Quick answers for current patients Open full FAQ →
My deposit was charged but I don't see a receipt — what now?
Receipts arrive within 5 minutes by email and also live under Payments → Receipts. If 30 minutes have passed and nothing's there, message your concierge — we'll pull a manual receipt and confirm escrow status while you wait.
Can I bring a companion to my Cancún trip?
Yes. Add them under My trips → Travelers. Companion accommodation at MediTours-certified recovery houses is included — companion meal plans are an optional $25/day add-on.
How do I download my medical records for my US doctor?
Open Medical records, tap any record, and pick "Download PDF" or "Share with provider". Records include the operative report, x-rays, and post-op instructions translated to English.
Can I claim my procedure on insurance or HSA?
We don't process insurance directly, but every payment generates an itemized invoice with US-standard procedure codes (CPT). Find them under Insurance & HSA → Claim helper. Many US patients get partial reimbursement.
What if I want to switch doctors after I've already booked?
If your initial consultation hasn't happened, switching is free and your deposit transfers. After consultation, we'd need to open a request — usually resolved within 48 hours, no penalty if it's a clinical reason.
Other ways to reach us
Email support
Non-urgent questions, claims, or document requests. Replies within 6 hours.
care@meditours.com.mx →
Phone — 24/7 line
Real human in < 60 seconds for urgent travel or medical issues abroad.
+1 (800) 200-0111 →