Your Safety is Our Foundation
At Heyzl, we've built our platform on a foundation of trust, transparency, and protection. Learn how we verify every provider, secure every payment, and support you at every step of your medical journey.
How We Keep You Safe
Rigorous Provider Verification
Every provider undergoes comprehensive verification: credentials, licenses and accreditations are validated, and any check that cannot be completed automatically goes to human review before listing.
Learn More →Secure Payment Protection
Escrow holds funds until treatment complete. Full refund guarantee if standards not met. PCI-compliant payment processing.
Learn More →Transparent Reviews
Only verified patients can leave reviews. Reviews cannot be deleted by providers. Detailed ratings across multiple categories.
Learn More →Support & Advocacy
Dedicated care coordinators. Emergency support line. Patient advocacy if issues arise.
Learn More →How We Verify Every Provider
Application & Documentation
- Provider submits application
- Medical licenses and certifications
- Facility accreditation documents
- Insurance and liability coverage
- Professional references
Credential Verification
- License verification with issuing authorities
- Medical school and training confirmation
- Board certification validation
- Accreditation status confirmed (JCI, ISO, etc.)
- Malpractice history check
Facility Assessment
- Virtual or in-person facility inspection
- Equipment and technology review
- Infection control protocols
- Emergency procedures
- Patient care standards
Background & Compliance
- Background checks on key personnel
- Regulatory compliance review
- Patient complaint history
- Legal/litigation history
- Financial stability assessment
Ongoing Monitoring
- Continuous license monitoring
- Regular re-verification (annual)
- Patient feedback monitoring
- Quality metrics tracking
- Mystery patient assessments
Verification Badge Levels
- ✓JCI Accredited
- ✓ISO Certified
- ✓5+ Year Track Record
- ✓Top 5% Ratings
- ✓National Accreditation
- ✓Full Background Check
- ✓Facility Audit
- ✓Basic Verification
- ✓License Confirmed
- ✓Documents Reviewed
Your Money is Protected: How Escrow Works
You Book Treatment
Your payment submitted
Funds Held in Escrow
Secure third-party account
Treatment Completed
You confirm satisfaction
Funds Released
Provider receives payment
Detailed Explanation
1. You Book Your Treatment
When you book through Heyzl, your payment is processed securely but NOT sent directly to the provider.
2. Funds Held in Secure Escrow
Your payment is held in a secure, third-party escrow account. The provider is notified of your booking but doesn't receive funds yet.
3. You Receive Treatment
You travel to your destination and receive your treatment. Our care coordinators are available throughout.
4. Confirmation Period
After treatment, you have [X days] to confirm satisfaction or raise any concerns about your care.
5. Funds Released or Dispute Resolution
- If satisfied: Funds released to provider
- If concerns: Our team investigates and mediates
- If unresolved: Full or partial refund issued to you
Guarantee Statement
If your treatment doesn't meet the standards promised, or if a provider fails to deliver agreed services, you're protected. Funds are held in escrow and released only when care is confirmed complete, so providers stay accountable for delivering what they agreed to.
What's Covered:
- ✓Treatment not performed as agreed
- ✓Significant quality issues
- ✓Provider cancellation
- ✓Facility not as described
- ✓Undisclosed fees or charges
- ✓Safety or hygiene concerns
What's Not Covered:
- ✗Normal surgical risks (when properly disclosed)
- ✗Results that differ from expectations (when realistic expectations set)
- ✗Patient-initiated cancellations (separate cancellation policy)
- ✗Issues with services not booked through Heyzl
Honest Reviews You Can Trust
Our Review Policy
Verified Reviews Only
Only patients who booked and completed treatment through Heyzl can leave reviews. Every review is linked to a verified booking.
Reviews Cannot Be Bought
- Providers cannot pay for reviews
- Providers cannot pay to remove negative reviews
- We do not sell "featured" or "sponsored" review placement
Balanced Presentation
- Reviews sorted by recency (not rating)
- Negative reviews displayed alongside positive
- Provider response shown (but doesn't change rating)
- Review filters available (by procedure, rating, date)
Review Authenticity Measures
- AI-powered fake review detection
- Manual review of flagged content
- Reviewer identity verification
- Pattern analysis across reviews
Provider Right to Respond
Providers can respond to reviews publicly, but:
- Cannot edit or delete patient reviews
- Responses are clearly marked as provider responses
- Patients can reply to provider responses
Dispute Process
If a provider believes a review violates our policies:
- Provider flags review with reason
- Our team investigates
- Review only removed if it violates specific policies (defamation, wrong provider, etc.)
- Patient notified if review removed
Your Information is Secure
Summary (Link to full HIPAA page):
Security Measures:
- HIPAA-aligned platform
- 256-bit AES encryption
- SOC 2 Type II (in progress)
- Regular penetration testing
- 24/7 security monitoring
Privacy Commitments:
- We never sell your data
- You control who sees your information
- Delete your data anytime
- Transparent about data usage
We're Here When You Need Us
Before Your Trip
- Provider unresponsive→ Contact Care Coordinator
- Need to cancel/reschedule→ Cancellation process guide
- Visa or travel issues→ Travel support resources
- Questions about procedure→ Request additional consultation
During Treatment
- Emergency support→ Contact us via your dashboard or emergency email
- Concerns about care→ Contact emergency support
- Facility issues→ Document and report immediately
- Need patient advocate→ Request assistance
After Treatment
- Complications→ Follow-up care guidance
- Unsatisfied with results→ Dispute resolution process
- Billing issues→ Payment support team
- Need records→ Medical records request
EMERGENCY SUPPORT
Email: emergency@heyzl.com
In a life-threatening emergency, call your local emergency number or go to the nearest emergency department first.
Local Emergency Numbers by Destination:
- • Thailand: 1669 (Medical), 191 (Police)
- • Mexico: 911
- • India: 102 (Medical), 100 (Police)
- • More destinations →
Our Fair Dispute Resolution Process
Report Your Concern (Day 1)
Submit dispute through your account or contact support. Provide documentation (photos, communications, records). Describe the issue in detail.
Initial Review (Days 1-3)
Our team reviews your submission. We contact the provider for their response. We gather additional information if needed.
Investigation (Days 3-10)
Thorough investigation of claims. Review of medical records (with your consent). Assessment against provider commitments. Independent medical review if needed.
Resolution (Days 10-14)
Proposed resolution presented to both parties. Options may include: Full refund, partial refund, remedial treatment, or other resolution. If accepted, resolution implemented immediately.
Escalation (If Needed)
If initial resolution rejected, escalate to senior review. External mediation available. Legal referral if appropriate.
Our Commitment
- • Every dispute is reviewed by our team, with escrowed funds held until it's resolved
- • We weigh documented evidence from both patient and provider before deciding an outcome
- • Legitimate patient concerns are prioritized, and eligible cases can be refunded from escrow
How We Prevent Fraud
For Patients
We protect you from:
- Fake or unqualified providers
- Bait-and-switch pricing tactics
- Hidden fees or charges
- Misrepresented credentials
- Scam operations
Red Flags We Watch For:
- Prices significantly below market rate
- Pressure to pay outside the platform
- Requests for wire transfers or cryptocurrency
- Providers without verifiable credentials
- Poor or no online presence
For Providers
We protect our network from:
- Fraudulent patient bookings
- Chargeback abuse
- Identity theft
- False reviews from non-patients
Report Fraud
If you suspect fraud, report immediately using our contact form:
Report fraudIn-app: Report button on any profile
Trust & Safety FAQ
Meet Our Trust & Safety Team
Our dedicated Trust & Safety team includes:
Medical quality specialists
Fraud investigators
Patient advocates
Legal and compliance experts
Support coordinators
"Our mission is to ensure every patient has a safe, positive experience. We investigate every concern thoroughly and advocate for our patients."
Certifications & Compliance
HIPAA-Aligned
SOC 2 (In Progress)
PCI DSS via Stripe
GDPR-Aligned
Escrow Protected
Have Questions About Safety?
Our Trust & Safety team is here to answer your questions and address any concerns.