Booking, Deposit & Cancellation Policy

This policy explains how booking, payment, changes, cancellations and refunds work for services booked with Lenna's Diamond Consulting LLC, trading as Lena's Diamond Consulting (“we”, “us”, “our”). It forms part of our Terms & Conditions.

1. How booking works

• You reserve your place by paying a booking deposit. The deposit amount is shown at checkout before you pay.
• The balance is arranged with your coordinator and is due before your trip begins, unless we agree otherwise in writing.
• Your booking is confirmed only when we confirm your dates in writing (by email or WhatsApp). Paying a deposit alone does not guarantee availability.
• All prices are in US dollars (USD).

2. If we cannot confirm your dates — full refund

If we are unable to confirm your requested dates, or we cannot deliver the package you paid for, you receive a full refund of everything you have paid us, including the deposit. You may instead choose alternative dates at no extra charge.

3. Cancelling your booking

Because we reserve hotels, guides, private transport and clinic appointments in advance, cancellations are handled as follows, based on the date we receive your written cancellation. Apply the first rule that fits your situation — the cooling-off rule takes precedence over the tiers below it.

• Cooling-off — within 14 days of paying your deposit (and more than 30 days before departure): full refund of everything you have paid, including the deposit. This applies in preference to the tiers below.
• More than 30 days before departure (and outside the cooling-off window above): full refund of everything paid, less the deposit, which is retained to cover reservations already made on your behalf.
• 15–30 days before departure: the deposit is retained, and we refund 50% of any amount you paid above the deposit.
• 14 days or fewer before departure, or no-show: no refund, as costs have been committed and cannot be recovered.

Where a supplier (for example a hotel or airline) refunds us more than the above, we pass that additional amount on to you.

4. Changing your dates

You may request a date change at any time. If you ask more than 30 days before departure, we will move your booking once at no charge, subject to availability. Later changes are treated as a cancellation and rebooking, and any supplier charges are passed on at cost.

5. Medical eligibility and medical cancellations

If, after assessment, the treating clinician determines that you are not a suitable candidate for a procedure, you may choose to travel as a tourist instead, move your booking, or cancel for a full refund of everything you have paid us, including the deposit. Where your quote itemises the clinic's treatment fee separately and you choose to travel as a tourist instead, we refund that itemised treatment fee in full.

If you cannot travel for documented medical reasons, send us written medical evidence and we will refund everything paid, less any costs already committed and non-recoverable from suppliers. We strongly recommend travel insurance that covers cancellation and medical complications.

6. Circumstances beyond our control

If a trip cannot proceed because of events outside our reasonable control — such as natural disaster, war, epidemic, government restrictions or airspace closure — we will offer alternative dates or refund all amounts paid, less any sums we have already paid to suppliers and cannot recover.

7. What is not refundable

• International airfare (not included in our packages — you book it separately);
• Visas, travel insurance, personal expenses and optional extras;
• Services already delivered, and any part of a trip you choose not to use after it has started.

8. How to cancel or request a refund

Send a written request by email to contact@lenasdiamondconsulting.com, or message us on WhatsApp at +1 (937) 782-7171. Your cancellation takes effect on the date we receive it. We will confirm in writing within 3 business days.

9. How refunds are paid

Approved refunds are issued to the original payment method — so a card payment is refunded to the same card. We process approved refunds within 10 business days. Your bank or card issuer may take a further 5–10 business days to show the funds. We do not charge a fee to process a refund.

10. Questions or a problem

If something is wrong, please contact us first — we would much rather fix it directly than have you raise a dispute with your bank. Email contact@lenasdiamondconsulting.com, call +1 (937) 782-7171, or write to Lenna's Diamond Consulting LLC, 136 Harden Dr, Ringgold, GA 30736, United States.