Before you send a deposit, send the clinic a handful of short messages that get the key terms in writing: what the deposit reserves and when it's refundable, what the quote includes, who operates, the date and change rules, who exactly you're paying, what receipt you'll get, and who your single contact is. Copy the templates below, fill in the brackets, and keep the replies.
You can send them one at a time or combine them. What matters is that every answer arrives as a dated written message you can find again.
How to use these templates
These messages work by email, WhatsApp or the clinic's patient portal. A few habits make them more useful:
- Use one thread. Keep everything with the clinic in one conversation if you can, so the history is easy to find later.
- Number your questions. It makes partial answers obvious, and you can reply "thanks, could you also answer 3 and 4?"
- Ask for documents where it counts. For the quote and the cancellation policy, a PDF or email attachment is better than a chat summary.
- Save as you go. Screenshot or export important replies; chat histories can be lost when phones change.
Many coordinators in Colombia work in English, but if your contact prefers Spanish, each template includes a short Spanish line you can add. A clear English message plus a one-line Spanish summary usually gets a faster, more precise answer.
1. What the deposit reserves and its refund terms
Hello, before I pay the deposit for [procedure] on [date], could you confirm in writing: 1. The deposit amount and what it reserves (surgeon's time, operating room, date) 2. Whether it is applied to my final bill 3. When it is fully refundable, partly refundable, or non-refundable 4. What happens to it if the surgeon decides at my in-person consult that I'm not a candidate Could you send the cancellation and refund policy as a document? Spanish (optional): ¿Me puede confirmar por escrito qué reserva el depósito y en qué casos es reembolsable?
Why: this defines exactly what you lose if plans change, including the scenario people forget to ask about, being declined at the in-person exam.
2. What the quote includes and excludes
Thank you for the quote. To compare it properly, could you list what is included and not included, for example: - Surgeon, anesthesiologist and operating room fees - Hospital or clinic nights - Pre-op labs, tests and imaging - Medications, garments or medical supplies - Follow-up visits, and how many - Transport, lodging or nursing care, if any Could you send the itemized quote as a PDF? Spanish (optional): ¿Qué incluye y qué no incluye la cotización?
Why: two quotes can look similar until you see what each leaves out. Exclusions are where surprise costs come from.
3. Who is the operating surgeon
Could you confirm the full name of the surgeon who will perform my procedure, and who else will be part of the surgical team (for example, the anesthesiologist)? If a different surgeon would ever need to operate, how and when would I be told, and could I cancel with a full deposit refund in that case? Spanish (optional): ¿Cuál es el nombre completo del cirujano que realizará el procedimiento?
Why: you're choosing a surgeon, not only a clinic. A full name also lets you check their registration in Colombia's RETHUS registry.
4. The date, and what happens if either side changes it
Please confirm my surgery date and the dates of any pre-op appointments. 1. If I need to change the date, how much notice do you need, and are there fees? 2. If the clinic or surgeon needs to change the date, what are my options (new date, refund)? 3. What happens if my flight is canceled and I arrive late? Spanish (optional): ¿Qué pasa si yo o la clínica necesitamos cambiar la fecha?
Why: change policies usually focus on what you owe if you move the date. Asking about the clinic's side protects you too.
5. Who you're paying, and does it match
Before I send payment, could you confirm: 1. The legal name of the company receiving payment, and its NIT (tax ID) 2. The bank, account name and payment method 3. Whether a card payment or payment link is available as an alternative I'll confirm these details by phone using the number on your official website before transferring. Spanish (optional): ¿Me confirma la razón social y el NIT de quien recibe el pago?
Why: the payee should be the clinic or its registered company, not a personal account. Clinics in Colombia are businesses with a registered legal name (razón social) and tax ID (NIT).
A message saying payment details have changed, especially just before you pay, is a classic fraud pattern. Don't reply to that message to check it. Call the clinic using a number from its official website and confirm before sending money.
6. What receipt you'll get
After I pay, could you send a receipt or invoice that shows: - The clinic's legal name and NIT - My full name and the procedure - The amount, currency and payment date - That this payment is a deposit, and how it applies to my total Will you issue an electronic invoice (factura electrónica)? Spanish (optional): ¿Me puede enviar un recibo o factura con estos datos?
Why: a clear receipt helps with disputes, card chargebacks, insurance questions and tax records, depending on your situation.
7. Who your single point of contact is
Who will be my main contact from now until after surgery, and how do I reach them? Is there a backup or after-hours contact for urgent issues, including during recovery? Spanish (optional): ¿Quién será mi contacto principal y cómo me comunico fuera del horario?
Why: confusion often starts when several people give different answers. One named contact, plus a backup, keeps the record clean.
8. The final recap before you pay
Once you have answers to the messages above, send one summary and ask the clinic to confirm it. This gives you a single message that captures the agreement.
Thank you for your answers. To confirm before I pay: - Procedure: [procedure], with Dr. [full name] - Date: [date]; pre-op on [date] - Deposit: [amount and currency], applied to the total; refund terms as in your policy dated [date] - Quote: as in the PDF dated [date] - Payee: [legal name], NIT [number] - My contact: [name], backup [name] Could you reply to confirm this is correct? Spanish (optional): ¿Me confirma que este resumen es correcto?
Why: if anything was misunderstood, this is where it surfaces, before money moves.
Before you hit send on the payment
Final check
- Deposit terms and refund policy received as a document
- Itemized quote with inclusions and exclusions
- Operating surgeon named in full and checked in RETHUS
- Facility checked in REPS, Colombia's registry of health service providers
- Date and change rules confirmed for both sides
- Payee legal name and NIT match the clinic, verified by phone
- Receipt format agreed
- Named contact and backup
- Recap confirmed in writing
If a clinic won't answer these in writing, or answers only vaguely, that's useful information in itself. Most well-run clinics are used to these questions.
Frequently asked questions
Why get deposit terms in writing instead of on a call?
A written, dated message is something you can find again, share and point to if there's a disagreement. Calls and voice notes are fine for discussion, but ask the clinic to confirm the key terms in writing afterward.
What's the most important question to ask before paying a deposit?
What the deposit reserves and exactly when it is refundable, including what happens if the surgeon decides at your in-person consult that you're not a candidate. Ask for the policy as a document.
How do I check that I'm paying the real clinic?
Ask for the legal company name and NIT (tax ID) of the payee, make sure it matches the clinic, and confirm the payment details by phone using a number from the clinic's official website. Treat any last-minute change of account as a red flag.
Should I write to the clinic in English or Spanish?
English often works, but if your contact prefers Spanish, add a one-line Spanish summary to each message. It tends to get faster and more precise answers.
Do written answers guarantee a refund?
No. They give you a clear record of what was agreed, which helps if questions come up, but they aren't a legal guarantee. Read the clinic's policy and get professional advice for large payments or disputes.
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