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Terms of Service

Last updated: 5 May 2026

Terms of Service

Public offer for the provision of medical concierge services Last updated: 5 May 2026.

This document is a public offer. When you submit a request on the site, in WhatsApp, Telegram or another channel, you agree to these terms. If something does not suit you — write to us, we will discuss it; or do not submit a request.

The document is long but without filler: each clause explains what we do, what we do not do and who is responsible for what.

1. Parties

Provider:

BERGEM TURİZM GIDA İTH. İHR. SAN. TİC. LTD. ŞTİ.

Üçgen Mah. Abdi İpekçi Cad. No:13/101, Muratpaşa, Antalya, Türkiye

Email: anna@bergemhealth.com

Hereinafter — “BergemHealth”, “we”, “our team”.

Customer: the natural person who submitted the request and accepted these terms. Hereinafter — “Patient” or “you”. Services are provided only to adults (18+) or to the legal representatives of a minor patient.

Moment of acceptance. The contract is deemed concluded at the moment when you submit a request through any of our channels (form on the site, WhatsApp, Telegram, Instagram, email) and confirm acceptance of these Terms and the Privacy Policy.

2. What the concierge service includes

We are an intermediary between you and the Turkish JCI hospital. Specifically we do the following:

2.1. Selection of professor and clinic. Based on your diagnosis or query, our team selects a sub-specialty specialist at one of the partner JCI hospitals in Istanbul or Antalya. We explain why this professor and what their specialisation and experience are.

2.2. Second opinion in 48 hours. We pass your medical documents to the chosen professor and obtain a written conclusion within 48 hours from the receipt of the complete file. The conclusion is the clinic’s medical service; we organise it but do not issue it ourselves.

2.3. Appointment coordination. We schedule the date for online or in-person consultation, book the slot, and stay in contact with the clinic and with you.

2.4. Accompaniment at the appointment. A BergemHealth coordinator physically enters with you the professor’s office at every appointment in Türkiye. The coordinator translates, records recommendations and helps to ask questions. This is part of the service standard.

2.5. Estimate of treatment cost. We obtain from the clinic the preliminary treatment plan and cost, and explain to you what is included and what is not.

2.6. Logistics support. We suggest transfer options from the airport and hotels near the clinic. The final choice is yours.

2.7. Translation of documents. We translate the professor’s medical conclusions and treatment plan from Turkish into your language. Up to 10 A4 pages per patient is included; beyond that — discussed separately.

3. What is NOT included

We want you to have no false expectations. We do NOT do the following:

  • Do not provide medical services. Treatment, diagnostics, surgery and prescriptions are performed by the clinic and its licensed doctors. BergemHealth is not a clinic and holds no medical licence.
  • Do not pay for treatment. You pay for treatment directly to the clinic by its bank details. We are not a payment agent and do not accept payment for medical services.
  • Do not provide visa services. Obtaining a visa or a passport is your task. We can advise which visa is needed but do not arrange it.
  • Do not insure. Medical insurance is at your discretion. We do not sell or arrange it.
  • Do not consult remotely on clinical matters. Any medical questions — to clinic doctors only. We pass them on but do not answer them ourselves.
  • Do not guarantee a treatment outcome. More on that in section 7.

4. How we work: stages

From your request to discharge from the clinic — a fixed pathway:

  1. Request. You leave contact details and a brief description of the situation in any channel.
  2. Free consultation. Within 24 hours a coordinator contacts you, clarifies the request, explains how we work and answers questions.
  3. Collection of medical documents. You upload discharge summaries, scans and labs to a secure channel (we send the link). WhatsApp or email — your choice.
  4. Selection of professor. Within 1–3 business days we propose 1–2 professors with reasoning.
  5. Second opinion in 48 hours. The professor reviews documents and issues a written conclusion. We translate and send to you.
  6. Cost estimate. The clinic prepares the treatment plan and preliminary cost. We pass to you.
  7. Decision and consent. You decide whether to travel or not. If you go — sign the consent for data transfer to the clinic.
  8. Booking and logistics. We book the appointment/admission date, agree on transfer and hotel.
  9. Trip with the coordinator. In Türkiye the coordinator meets you, accompanies on every appointment and stays in touch 24/7 during treatment.
  10. After treatment. We obtain the final report and recommendations, translate them and pass them to you. We remain available for clarifications.

5. Communication standards

So that there is no uncertainty about how we communicate, in what timeframes and on which channels:

  • Channels. WhatsApp, Telegram, email, phone call, Instagram DM. You choose what is convenient — we adapt.
  • Working hours. Coordinators are available 09:00 to 21:00 Türkiye time (UTC+3), 7 days a week. Outside working hours we receive messages and reply in the morning.
  • Response speed. Initial request — within 24 hours. Messages from patients in active care — within 2 hours during working hours.
  • During treatment in Türkiye. Coordinator on standby 24/7 — part of the service standard. If something is urgent — we call rather than text.
  • Language of communication. Russian (and now also English, Turkish and Ukrainian). Communication with the clinic is in Turkish and English; we translate.
  • Documents in writing. Any numbers, dates, recommendations or estimates are recorded in writing. A verbal “discussion by phone” alone does not constitute an agreement.

6. How much the service costs

BergemHealth services for the patient are free of charge.

We receive remuneration from the clinics for organisational work — patient sourcing, coordination, translation, accompaniment. The amount of remuneration is fixed in our contracts with the clinics and does not depend on which treatment you choose or how much it costs.

This means:

  • You pay only for the clinic’s medical services — directly to the clinic, at its tariff.
  • You do not pay BergemHealth for selection, translation, accompaniment or transfer.
  • Logistics services (hotel, air tickets) you pay directly to the service or via us at the booking value, with no mark-up.

Conflict-of-interest disclosure. We receive remuneration from partner clinics. To prevent this from influencing recommendations, we:

  • work with a list of six clinics, between which the patient chooses;
  • never receive a percentage of your treatment cost (only a fixed fee for organisation);
  • name the professor primarily by diagnosis profile, not by the deal economics.

If you wish to obtain a second opinion at a clinic with which we have no contract — say so. We will not be able to fully manage the process but we will help you orient yourself.

7. Guarantees and limitation of liability

This section is the most important. Please read carefully.

7.1. What we guarantee

  • Selection of a licensed professor at a JCI-accredited clinic matching your diagnosis.
  • Receipt of a written second opinion from the professor within 48 hours of the receipt of the complete medical file.
  • Correct translation of medical documents from Turkish into your language (up to 10 A4 pages per patient).
  • Physical presence of a coordinator at every appointment with the professor in Türkiye.
  • Confidentiality of your data in accordance with the Privacy Policy.

7.2. What we do NOT guarantee

  • A specific medical result. The treatment outcome depends on the patient’s condition, the chosen method and the individual response. No doctor in the world can guarantee an outcome — and we even less so.
  • That the second opinion matches your expectations. The professor may recommend different treatment than you planned, or refuse treatment due to contraindications. This is part of the professional assessment.
  • Accuracy of indicative prices on the site. The final cost of treatment — only after an in-person consultation at the clinic and the drafting of a plan.

7.3. What we are responsible for

We are responsible only for the quality of the concierge service. For example:

  • if we selected a professor not matching the diagnosis profile;
  • if the coordinator did not turn up at an appointment or was late;
  • if the document translation contains material errors;
  • if we breached data confidentiality.

The amount of liability is limited to the remuneration actually received by us for organising your specific case. This is standard for services of this type and does not contradict consumer rights under the law of your country of residence.

7.4. What we are NOT responsible for

We do not bear responsibility for:

  • medical errors of the clinic and its staff — for these the clinic is responsible to the patient under Turkish patient-rights law;
  • complications of treatment, side effects of medications, anaesthesia reactions;
  • delays and cancellations caused by the clinic, airline, hotel or government authorities;
  • losses from force majeure (section 12).

If you have complaints to the clinic about the medical part — we will help to file a complaint and translate documents, but legally you interact with the clinic directly.

8. Cancellation

You can cancel our services at any stage before signing a contract with the clinic and paying for treatment. No fines, retentions or compensations — we simply stop work and delete your medical data on request.

After you sign a contract with the clinic, cancellation is governed by the clinic’s rules — usually this means deposit or prepayment retention. These are not our terms; we do not set them but are obliged to inform you before signing.

We may decline to continue work in exceptional cases:

  • if the medical documents provided turn out to be unreliable;
  • if the request goes beyond the scope of concierge service (e.g. legal representation is required);
  • if the clinic cannot accept the patient for objective reasons.

In such cases we notify you in writing and help to find an alternative.

9. Refunds

Since the concierge service is free for you (see section 6), there is nothing to refund.

If you have paid a deposit to the clinic and wish to recover it — that is a question for the clinic under its rules. We will help submit the refund request and translate the correspondence.

If you paid via us for a hotel or transfer and wish to cancel — the rules of the relevant service apply (Booking.com, the airline, the transport company). We do not set them.

10. Complaints and disputes

10.1. How to file a complaint with us

By email to anna@bergemhealth.com with the subject “Complaint”. Describe the situation and attach evidence (screenshots, documents).

Response time — 10 business days. In complex cases we may extend the period to 20 business days with a written justification.

10.2. Pre-trial procedure

If our reply does not satisfy you, you may submit a formal claim in writing to the company address in Antalya (see section 1). We are obliged to reply within 30 calendar days from receipt.

10.3. If no agreement is reached

See section 11.

11. Applicable law and jurisdiction

This agreement is governed by the law of the Republic of Türkiye — we are registered in Türkiye and the services are provided on its territory.

Disputes are heard in the courts of Antalya, Türkiye, except where the Patient is a consumer resident in the European Union or EEA: such patients have the right to bring proceedings at the place of residence in accordance with EU Regulation No. 1215/2012 (“Brussels I bis”) and the consumer law of their country.

Likewise, mandatory consumer-protection rules of your country of residence apply to the extent they protect you more strongly than Turkish law.

What this means in practice:

  • If you are from the EU/Baltics and want to sue — you can do so at your place of residence, no need to travel to Antalya.
  • If, under your national law, you have rights that Turkish law does not provide (e.g. a longer cancellation period for distance services), those rights remain.
  • For pre-trial resolution we recommend first going through the complaint stage (see section 10) — it is faster than any court and resolves most issues.

This clause does not deprive you of any consumer rights you have under national law.

12. Force majeure

Neither party is liable for non-performance of obligations if it is caused by circumstances of irresistible force:

  • military action, terrorist attacks, mass riots;
  • epidemics and pandemics declared by the WHO or local authorities;
  • border closures, cancellation of air services, air-traffic-controller strikes;
  • natural disasters, earthquakes, fires;
  • decisions of state authorities making performance impossible.

In such cases the parties agree on a new deadline or terminate the contract without penalty. If you are already in Türkiye for treatment — we continue full accompaniment until you can safely return home.

13. Changes to the terms

We may change these Terms — for example, when adding a new service or changing the partner network. Material changes will be notified 14 days in advance:

  • by a banner on the site;
  • by email to active patients.

Changes have no retrospective effect: the version of the Terms in force at the moment of acceptance applies to your current request.

If the new version does not suit you — you may withdraw the request before signing the contract with the clinic without consequences.

Related documents

The document has been drafted in accordance with Turkish Law No. 6098 (Code of Obligations), Law No. 6502 “On the Protection of Consumers”, the Regulation of the Turkish Ministry of Health on medical tourism (2022, in development of Law No. 7406), EU Regulation 2016/679 (GDPR) and EU Directive 2011/83/EU on consumer rights.