Mastercard and the Medical Tourism Association join forces to revolutionize cross-border healthcare payments →
Effective date: May 1st 2025
This policy outlines procedures and responsibilities for refunds, chargebacks, and dispute resolution related to patient payments processed through the Better by MTA platform.
Refunds may be initiated by:
• Better by MTA (in case of non-delivery or verified complaint)
• Partner/Provider (voluntary or policy-based)
Full refunds will be processed when:
• Services are not delivered as agreed
• A patient is deemed medically unable to proceed by a licensed professional
• Travel disruptions prevent the patient from arriving
• Partner/Provider submits a refund request with relevant documentation
• Better by MTA invoices Partner/Provider or deducts from upcoming payments
• Refund is issued to the patient using original payment method
• All transaction and processing fees are borne by Partner/Provider
Refund Policy
All purchases made on the Better by MTA platform, including membership fees, are non-refundable.
By submitting payment, you acknowledge and agree that you are not entitled to a refund for any reason.
This policy applies to all payment methods, including credit cards, bank transfers, and alternative payment methods.
Disputes or chargebacks filed in violation of this policy will be contested with supporting documentation.
Chargebacks occur when a patient disputes a payment directly with their bank/card issuer.
Upon notification:
• Better by MTA alerts Partner/Provider within 24 hours
• Partner/Provider must submit supporting documents within 10 business days (e.g., contracts, receipts, communications)
• Better by MTA responds to the dispute using documentation provided
• If chargeback is lost, Partner/Provider must reimburse Better by MTA via deduction or direct billing
• Dispute opens: Day 0
• Partner/Provider notified: Day 1
• Documentation due: Day 10
• Response filed with bank: Day 15–20
• Final resolution: 30–60 days post dispute
Better by MTA may deduct disputed or refunded amounts from any future Partner/Provider payments. This right survives termination of the Partner/Provider Agreement.
Failure to cooperate in refund or chargeback cases may result in delayed payments, platform suspension, or contract termination.
This policy outlines the terms and conditions for Partner/Provider membership on the Better by MTA platform, including billing, renewals, and suspension due to non-payment.
• Partner/Providers are required to pay an annual membership fee to participate in the Better by MTA platform.
• The membership fee amount is communicated in onboarding materials or direct correspondence.
• Fees cover access to the platform, support services, marketing tools, and patient exposure.
• Membership fees are billed annually to the payment method on file.
• Partner/Providers may pay by credit card, wire, or other methods approved by Better by MTA.
• Membership automatically renews every 12 months from the original sign-up date.
• Partner/Providers will be notified at least 30 days before renewal.
• To cancel, Partner/Provider must submit written notice of cancellation at least 60 days before the renewal date.
Failure to pay membership fees on time may result in:
o Immediate suspension of Partner/Provider’s platform access
o Delisting from patient-facing directories
o Termination of referral flow and payment services
• Partner/Providers may be reinstated upon payment of overdue fees and confirmation of account standing.
• A reactivation fee may apply at the discretion of Better by MTA.
Patient Experience & International Patient Management Standards
As part of participation on the Better by MTA platform, all Partner/Providers agree to uphold the following minimum standards for international patient experience:
• Offer prompt and culturally sensitive communication via phone, email, and/or messaging.
• Provide patient access to English-speaking staff or trained translators.
• Assign a case manager or liaison for each international patient.
• Share clear treatment plans, pricing, and what is included.
• Maintain protocols for virtual pre-consults and post-discharge follow-up.
• Assist patients with local accommodation, airport transfers, and destination navigation as needed.
• Publish and honor cancellation, refund, and service policies.
• Clearly communicate expectations and responsibilities before the patient travels.
• Partner/Providers agree to participate in quality improvement efforts, including feedback collection, complaint handling, and periodic evaluation of performance.
Failure to comply may result in suspension or removal from the Better by MTA platform.
Patient Consent and Risk Acknowledgment Policy
To protect patients and ensure compliance with global legal and ethical standards, all Partner/Providers on the Better by MTA platform agree to the following:
Partner/Providers must obtain written, signed informed consent before performing any procedure. Consent must cover risks, alternatives, benefits, and post-care instructions.
Consent must be explained in clear, non-technical language and in the patient’s preferred language whenever possible.
Consent documents must include a clause in which patients acknowledge they are aware of potential medical and travel-related risks and accept them willingly.
A clause must be included in the consent form indicating the patient agrees to hold the Partner/Provider and the Better by MTA platform harmless except in cases of gross negligence or proven malpractice.
Consent documents must state that any legal dispute relating to the medical treatment shall fall under the jurisdiction of the country where the procedure is performed.
All consent forms must be securely stored by the Partner/Provider and provided to Better by MTA upon request for quality assurance or dispute resolution.
As part of our mission to build a trusted, patient-centered medical travel ecosystem, Better by MTA sets clear expectations for all participating Partner/Providers. Our platform represents safety, transparency, and professionalism.
This Code of Conduct & Ethics Policy outlines the principles and behaviors expected of healthcare Partner/Providers using the Better by MTA platform.
By joining the platform, all Partner/Providers agree to uphold these standards.
Partner/Providers must maintain the highest standards of ethical conduct in all interactions with patients, platform staff, and third parties. This includes:
• Honest communication regarding treatments, risks, and costs
• Respect for patient autonomy and confidentiality
• Compliance with informed consent procedures
• Accurate representation of qualifications, accreditations, and outcomes
Patient health and safety must always come first. Partner/Providers must:
• Offer care that meets or exceeds national clinical standards
• Provide culturally sensitive, dignified, and non-discriminatory care
• Avoid any behavior that may exploit or manipulate vulnerable patients
Partner/Providers must comply with all applicable healthcare laws, data privacy regulations, and licensing requirements in their jurisdictions and any jurisdictions in which they provide services.
We expect all Partner/Providers to:
• Act in a professional manner in all patient and partner interactions
• Respond to platform communications promptly
• Honor commitments to patients, including appointment times and pricing
• Participate in quality improvement reviews or audits upon request
Partner/Providers agree to adopt at least the following minimum terms in their cancellation and refund policies, which must be disclosed to patients at the time of booking:
• No refunds for no-shows or cancellations on the day of the scheduled procedure.
• No refunds if the patient leaves after treatment has begun.
• Charges are considered earned when resources such as staff, facilities, or operating room time are reserved for the patient.
Partner/Providers may adopt stricter policies at their discretion, but may not adopt looser ones.
In the event of a conflict between Better by MTA’s policy and a Partner/Provider’s policy, the stricter terms (from the Partner/Provider) apply, provided the patient explicitly acknowledged them at purchase.
Partner/Providers are responsible for ensuring patients acknowledge these policies prior to booking.
Partner/Providers must upload a clear, written cancellation and refund policy within their listing, which must be explicitly acknowledged by the patient before completing the booking.
1. Certification Requirement
To ensure consistent results and maintain the quality standards of the Better by MTA network, the Partner/Provider agrees that all team members directly involved in handling international patient inquiries, lead management, patient coordination, business development, or any other activity related to the Better by MTA Platform must complete the Better by MTA International Patient Experience & Conversion Certification Program (“Certification Program”).
(a) Partner/Provider shall ensure that all required personnel complete the Certification Program within thirty (30) days of onboarding to the Better by MTA Platform.
(b) In the event of staff turnover or the hiring of new personnel, the Partner/Provider must ensure replacement personnel complete the Certification Program within thirty (30) days of employment or assignment.
(c) Failure of required personnel to complete the Certification Program within the stated period will result in suspension of lead distribution, visibility placement, or access to other membership benefits until compliance is achieved.
(d) Completion of the Certification Program is a condition precedent to the activation of any performance guarantees or renewal obligations under this Agreement.
2. Platform Training and Utilization
Partner/Provider acknowledges that effective results depend on the proper use of the Better by MTA Platform and related tools. Accordingly, the Partner/Provider agrees that its designated staff shall complete all platform onboarding and training videos provided within the platform, covering patient engagement, CRM utilization, quote and invoice tools, lead follow-up, and reporting functionalities.
(a) Partner/Provider agrees to actively use the Platform to manage leads, patient inquiries, and payments as intended by Better by MTA.
(b) Partner/Provider understands that failure to complete or consistently utilize the Platform’s tools and training materials may result in reduced visibility, lead allocation, or suspension of the Risk-Free Membership Guarantee.
(c) Better by MTA may track platform activity for quality assurance purposes and provide periodic reminders or performance audits to encourage engagement and compliance.
3. Accountability for Results
The Partner/Provider acknowledges that Better by MTA’s ability to deliver results depends on the Partner/Provider’s completion of training, certification, and active participation in the Platform. Accordingly, Better by MTA shall not be held responsible for any lack of performance, results, or lead conversion in cases where the Partner/Provider has failed to:
• Complete the Certification Program for designated staff;
• Maintain certification for new or replacement personnel; or
• Actively utilize the Better by MTA Platform and its communication tools.
Partner/Providers must not:
• Misrepresent their relationship with Better by MTA
• Use the platform’s name or logo inappropriately
• Circumvent platform payment systems or attempt to bypass referral fees
Better by MTA reserves the right to suspend or remove any Partner/Provider from the platform at its sole discretion if the Partner/Provider:
• Violates any of the ethical principles in this policy
• Engages in conduct likely to harm patients, the platform’s reputation, or the trust of the global medical tourism community
• Fails to respond to repeated communication from Better by MTA
• Is found to be under investigation or sanctioned by any healthcare authority or regulatory body
Patients, partners, or staff may report violations of this Code by contacting:
[email protected]
All reports will be handled confidentially and investigated thoroughly.
This policy may be updated periodically. Continued participation on the platform implies acceptance of any updated terms.
Better by MTA continuously works to offer patients multiple flexible and secure payment options.
As of the Effective Date, accepted and future payment methods include but are not limited to:
• Credit and debit cards (Visa, Mastercard, Amex, etc.)
• Bank wire transfers (SWIFT, ACH)
• Virtual Mastercard
• Patient financing solutions
• Buy Now Pay Later (BNPL)
• Other approved digital payment methods (e.g., digital wallets, future integrations)
Associated Transaction Fees (Current as of Effective Date):
Bank Wire Transfer USD $45 per transaction
Credit/Debit Card 3.7% of transaction amount
Patient Financing 7.99% + $0.30 of transaction amount
Other Methods As disclosed by Better by MTA
• All fees listed above are pass-through costs from third-party payment processors (e.g., Stripe, financing providers, card issuers, etc.). Fees will be deducted prior to payment to Partner/Provider.
• Better by MTA is not responsible for changes made by third parties.
• Better by MTA will notify Partner/Providers via email or dashboard when new payment methods are introduced or if processor fees change.
• Partner/Providers are solely responsible for all payment method fees associated with patient transactions, regardless of when the fee change occurs.
By participating in the Better by MTA platform, Partner/Providers acknowledge and agree that:
• New payment methods may be added or updated without requiring contract changes;
• The cost of processing any payment method shall be deducted prior to disbursement;
• The responsibility for these fees lies entirely with the Partner/Provider;
• Updated rates will be disclosed as early as commercially reasonable.
The Partner/Provider acknowledges and agrees that it is solely responsible for the delivery, quality, and outcomes of any medical services provided to patients. The Partner/Provider will hold Better by MTA harmless from any claims, disputes, or complaints relating to treatment outcomes, procedure results, or alleged service failures. Better by MTA’s role is limited to facilitating payment and patient connection through the platform.
.png)
Privacy is important to us, so you have the option of disabling certain types of storage that may not be necessary for the basic functioning of the website. Blocking categories may impact your experience on the website. More information
