Your Payments Are Protected
The provider is only paid once your treatment is complete. Until then, the payout stays with us and a dispute can stop it.
How Payment Protection Works
A simple, secure process that protects both patients and providers
Book & Pay
When you book a medical service, your payment is processed by Stripe and your card details never touch our servers.
Payout Withheld
Heyzl holds the payout until your service is completed. The provider cannot draw the funds before then, and neither you nor they can release them early.
Complete Service
Receive your medical treatment. The payout stays withheld for 7 days afterwards, giving you time to raise a dispute if anything is wrong.
Payment Released
Once the dispute window closes, funds are released to the provider automatically. If there are any issues, our dispute team can help resolve them first.
Benefits for Everyone
Withholding the payout until treatment is confirmed protects both sides of the booking
For Patients
- Payment only released after service completion
- Protection against fraud and non-delivery
- Easy dispute resolution if issues arise
- Automatic refunds for cancellations
- Secure payment processing via Stripe
For Providers
- Guaranteed payment after service completion
- Reduced payment disputes and chargebacks
- Professional payment processing
- Automatic payouts to your account
- Builds trust with international patients
Payment Timeline
Know exactly when funds are released
Payment Processed
Your payment is processed and the provider's payout is withheld. The provider cannot draw these funds yet.
Funds Protected
The payout stays withheld while you receive treatment. Nothing is released to the provider until completion.
Dispute Window
You have 7 days from your scheduled treatment date to raise a dispute if anything is wrong.
Automatic Release
Funds are released to the provider automatically, unless you have filed a dispute.
Frequently Asked Questions
Everything you need to know about how your payment is handled
When does the provider actually get paid?
Not when you book. Your payment is collected by Heyzl at booking and the provider is not paid out until 7 days after your scheduled treatment date. That window is yours to raise a dispute — if you open one before the payout, it is withheld until the dispute is resolved.
How does payment protection work?
When you book a medical service, your payment is collected up front and the provider's payout is withheld. It is released to the provider 7 days after your scheduled treatment date, provided no dispute is open. If there are any issues, our dispute resolution team can help resolve them before the payout is released.
Is my payment really secure?
All payments are processed through Stripe, a PCI-DSS Level 1 certified payment processor used by millions of businesses worldwide. Your card details are handled by Stripe and never stored on our servers, and the provider is not paid out until service completion.
What happens if I need to cancel?
If you need to cancel your booking, our cancellation policy applies. For cancellations 30+ days before your appointment, you'll receive a full refund minus a 2.5% processing fee. Refunds decrease based on how close to the appointment date you cancel. See our full cancellation policy for details.
What if I'm not satisfied with the service?
If you're not satisfied with the service, you can file a dispute before the payout is released. Our dispute resolution team will review your case and work with both parties to reach a fair resolution. The payout stays withheld for the duration of the dispute.
How long does it take to get a refund?
Refunds are processed immediately through our system, but it typically takes 5-7 business days for the funds to appear in your account, depending on your bank or credit card company's processing time.
Do providers get paid if I don't show up?
No. If you don't show up for your appointment (no-show), the provider is not paid out. Your payment can be refunded to you according to our cancellation policy, or you may be eligible for a credit toward a future booking.
Can I pay directly to the provider?
For your protection and to ensure service quality, all payments must go through our payment system. Paying the clinic directly means there is no held payment to fall back on and no dispute process if the treatment plan changes.
Ready to Book with Confidence?
Your payments are protected. Your health journey is secure. Start exploring providers today.