Policy
Last updated: December 14, 2025
At Medipanion, trust is foundational. We believe that transparency, accountability, and respectful communication are essential when coordinating healthcare across borders. This page explains how concerns, complaints, and disputes are handled when you use the Medipanion platform.
Our goal is not only to resolve issues fairly, but to continuously improve the quality, reliability, and integrity of our platform.
Medipanion is committed to:
We approach every complaint with seriousness, discretion, and respect.
You may contact Medipanion regarding:
Medipanion is not a medical provider. While we take concerns seriously, certain matters fall outside our direct control, including:
If you believe you are facing an urgent medical emergency, please contact local emergency services immediately.
If you wish to raise a concern or submit a complaint, please email:
Email: [email protected]
To help us review your case effectively, we encourage you to include:
All submissions are handled confidentially.
We aim to make our process clear and predictable.
1. Acknowledgement: We aim to confirm receipt of your message within two business days.
2. Review: Our team reviews the information provided and, when appropriate, examines relevant platform records or communications.
3. Provider Engagement (if applicable): If your concern involves a clinic or provider connected to Medipanion, we may request clarification or information from them.
4. Outcome and Response: We aim to share an initial outcome or next steps within ten business days, depending on the complexity of the matter.
Some cases require additional time due to cross-border coordination or third-party responses. If so, we will keep you informed.
Depending on the nature of the issue, Medipanion may:
When appropriate, and within our governance role, Medipanion may also take actions such as issuing warnings, limiting visibility, or removing providers from the platform for serious or repeated concerns.
Medipanion cannot guarantee specific medical or financial outcomes, nor can we compel independent providers to take particular actions.
Medipanion operates as an independent platform that connects users with third-party healthcare providers. These providers remain solely responsible for:
While we carefully curate and review information on our platform, Medipanion does not replace licensed medical authorities, regulators, or legal systems.
If you feel your concern has not been adequately addressed, you may request an escalation by replying to our response and explaining your remaining concerns.
We will conduct an internal review and aim to provide a follow-up response within ten business days, subject to complexity.
Depending on your location and circumstances, you may also choose to contact relevant healthcare regulators, consumer protection bodies, or legal professionals.
All complaints are handled with care and confidentiality.
Medipanion encourages feedback and concerns raised in good faith. We do not tolerate retaliation.
To protect our team and partners, we may limit engagement with submissions that are abusive, threatening, or clearly made in bad faith, while maintaining appropriate records for compliance and safety.
This policy may be updated from time to time to reflect regulatory, operational, or platform changes. The "Last updated" date will always indicate the most recent revision.
For questions, concerns, or formal complaints, please contact:
Email: [email protected]