Version 1.0 · Effective 3 November 2026
These terms are the agreement between you and Gisello when you use gisello.com, your Patient Vault or any of our services. Please read them before you book. Where a term matters most to you, we have put it in plain words first.
The short version
Gisello coordinates your cross-border treatment. We are not a clinic and we do not give medical advice or treatment.
Your treatment is given by the clinic you choose. The clinic and its doctors are responsible for your care.
You pay one price to Gisello, which covers our coordination fee, your treatment and the travel we book for you. Clinics pay us no commission.
You can pay the Gisello fee in two halves or all at once. Prices are shown and charged in the currency of the country you live in.
You can cancel. What you get back depends on how far your journey has gone, and is set out in section 5.
How we handle your personal and health information is explained in our Privacy Notice.
Who we are. Gisello Health Technology, Dubai, United Arab Emirates ("Gisello", "we", "us"). Your contract is with Gisello Health Technology.
1. What Gisello does, and what we do not do
Gisello is a patient-paid coordination service. We help you find, choose and reach the right clinic abroad, and we stay with you until you are home.
What we do
Hold your records in your Patient Vault and turn them into a patient brief.
Tell you which tests or scans are missing and help you get them near home.
Match you with suitable partner clinics, based on your medical profile and preferences, and explain why each one fits.
Check offers you already have from other clinics, if you buy our pre-treatment assessment.
Book and coordinate your treatment, travel, tests, medication and aftercare, and give you one Care Advisor throughout.
What we do not do
We are not a hospital, clinic, doctor, pharmacy or insurer, and we do not provide medical treatment.
We do not diagnose, prescribe or give medical advice. Our matching, reports and messages are information to help you decide. They do not replace advice from a doctor.
We do not guarantee any treatment outcome, such as a pregnancy, a cosmetic result or a recovery time.
We do not decide for you. You choose the clinic, and the clinic's doctors decide whether and how to treat you.
Our independence. Clinics do not pay us commission and cannot pay for a higher place in your shortlist. Where a clinic pays a fixed fee for receiving a patient brief, that fee is the same for every clinic and never affects matching.
2. Your account and Patient Vault
Who can use Gisello. You must be 18 or over and able to enter a contract. You use Gisello for yourself, or for a partner who has agreed to it.
Your account. Keep your details accurate and your sign-in private. You are responsible for activity on your account. Tell us at once if you think someone else has accessed it.
Your Patient Vault. Your records belong to you. You decide who sees them, can add or remove your home doctor, and can download or delete your Vault at any time, subject to the legal retention periods in our Privacy Notice.
Vault plan. The Patient Vault, your patient record and every passport (such as the Aesthetic or Dental Passport) are free for the first year. After that, one plan costs USD 90 a year and covers all of them. If you do not renew, paid features stop, but you can always read and export your own data.
Closing your account. You can close it at any time. We may suspend or close it if you break these terms, give false information, or use Gisello unlawfully. We will tell you why, unless the law stops us.
3. How your journey works
Each step is a separate point where you decide whether to go on. Nothing is booked until you confirm it.
Free call. A call with a Care Advisor. No obligation and no charge.
Your records. You upload your records to your Vault. We tell you which tests are missing and how to get them. You may go on without a missing test, but we will tell you how this may make your match less accurate.
Pre-treatment assessment (optional). If you already have offers from clinics, we check up to four of them against your profile for a fixed fee of USD 390. You get a written result: what we checked, the corrected price, what each clinic is missing for your profile, and a good, medium or not-a-fit verdict with reasons. It is not a medical opinion.
Clinic match report. We send you a shortlist of matched clinics with the reasons each one fits. Clinics are shown anonymised until your first payment; their names and contact details follow once it is made.
Booking. You choose a clinic and dates. The clinic confirms it can treat you. We then book your treatment, travel and any tests, and send you one itemised invoice.
Treatment and aftercare. Your Care Advisor coordinates your trip and stays with you through aftercare at home.
The clinic decides whether to treat you. A clinic may decline you, or change the plan, after reviewing your records or examining you. Eligibility follows the rules of your home country where these apply. If a clinic declines you before treatment, section 5 explains what you get back.
4. Prices and payment
You pay one itemised price to Gisello, and only to Gisello.
What the price includes. Our coordination fee, your treatment at the clinic, and the travel, tests, medication and other services we book for you. Each line is shown on your invoice with what it is, its price and its due date.
Currency. Prices are shown and charged in the currency of the country you live in: pounds sterling (GBP) in the UK, euros (EUR) in the EU, UAE dirhams (AED) in the UAE, and US dollars (USD) elsewhere. Your bank or card provider may charge for currency conversion.
Taxes. Prices include any VAT or sales tax that applies to you.
Changes to the plan. If the clinic changes your treatment plan after examining you, its price may change. We will tell you before anything extra is charged, and nothing extra is charged without your agreement.
Ways to pay. You pay in two steps, and you choose how to pay our coordination fee:
Step 1, to receive your clinic match report: either the full Gisello coordination fee, or 50% of it.
Step 2, once you confirm your clinic and before we book: the full payment for your treatment, medication and travel, plus the other 50% of the Gisello fee if you chose to pay it in two halves.
You can pay by card or by bank transfer.
Pre-treatment assessment. Paid in full before we start the assessment.
Late or failed payment. If a payment is not made by its due date, we may pause bookings until it is. We will remind you first and will not cancel your treatment without telling you.
5. Cancellations, changes and refunds
You can cancel at any time. What you get back depends on how much of the service we have already delivered and what we have already paid out for you.
Your 14-day right to cancel. If you live in the UK, the EU or Switzerland, you can cancel within 14 days of agreeing to a service, without giving a reason. If you ask us to start work within those 14 days, which you do when you request your match report or assessment, you pay for the work already done. Once a service is fully delivered, such as a completed match report or assessment, the right to cancel it ends.
What you get back
| When you cancel | Gisello coordination fee | Treatment, travel and partner costs |
|---|---|---|
| Before we start work | Full refund | Nothing paid yet |
| After your match report, before booking | The part for the delivered match report is kept; the rest is refunded | A flight fare-hold fee, if one was paid, is not refundable |
| After booking, before you travel | Refunded in proportion to the coordination not yet delivered | Refunded as the clinic and partners refund us, under their cancellation terms. Hotels are booked on free-cancellation rates where available |
| After treatment has started | Not refundable | Under the clinic's and partners' terms |
If the clinic declines you. If the clinic declines you before treatment for a medical reason, we offer you another matched clinic at no extra coordination fee, or refund the unused part of your coordination fee and every clinic and partner cost that can be recovered.
Changes. You can ask to change dates or the clinic. We will tell you what the change costs before you agree. Clinic and partner change fees are passed on at cost.
If we cannot deliver. If we cannot provide a service we have agreed to, we refund what you paid for it in full.
How refunds are paid. To the original payment method, within 14 days of our decision, or as soon as the clinic or partner refunds us.
Pre-treatment assessment. Fully refundable until we start the assessment. Not refundable once the result is delivered.
6. Clinics, travel partners and their terms
Your treatment contract. When you book, the clinic will ask you to sign its own consent forms and treatment terms. Those govern your medical care. Your Care Advisor can explain anything that is unclear.
How we choose clinics. Every partner clinic is vetted by hand and approved by our clinic committee before it can appear in your matches. We check licences and accreditation when a clinic joins and review them regularly. We cannot supervise the clinic's medical work.
Travel and other partners. Airlines, hotels, transfer companies, laboratories and pharmacies provide their services under their own terms, which apply to you. We book them for you and handle changes and claims on your behalf.
Travel documents. You are responsible for your passport, any visa, and meeting the entry and health rules of the country you travel to. We will tell you what you need, but we cannot guarantee entry.
7. Your responsibilities
The quality of your match depends on what you tell us. You agree to:
give us complete, accurate and up-to-date medical and personal information, and tell us if anything changes;
upload only records that are yours, or that you have the right to share;
follow the clinic's medical instructions before, during and after treatment, and attend your follow-up checks at home;
talk to your own doctor about whether treatment abroad is right for you, especially if you have other health conditions;
treat our team, clinics and partners with respect;
not use Gisello for anything unlawful, or to obtain treatment that is illegal in the destination country.
8. Medical information, emergencies and complications
In an emergency, call local emergency services first. Gisello is not an emergency service. Your Care Advisor is there to coordinate, not to give urgent medical care.
Risks. Every treatment carries medical risks, which the clinic will explain before you consent. Travelling soon after treatment can add risk; follow the clinic's advice on when it is safe to fly.
Complications. If a complication arises from your treatment, the clinic that treated you is responsible for its care under its own terms. We help you contact the clinic, arrange follow-up and, where needed, find care near home.
Insurance. We strongly recommend travel and medical insurance that covers treatment abroad and complications. Your home health insurance may not cover it.
Information on our site. Articles, guides and figures on gisello.com are general information, not medical advice for you.
9. Our responsibility, complaints and legal terms
What we are responsible for. We provide our coordination services with reasonable care and skill. If we do not, we will put it right, or refund the part of our fee that relates to it.
What we are not responsible for. The medical treatment itself, and the acts and omissions of clinics, doctors and travel partners, which are their responsibility. We are also not responsible for events outside our reasonable control, such as strikes, flight cancellations, natural disasters or government restrictions; if one affects your journey, we will help rearrange it.
Limit of our liability. Except where the law does not allow it, our total liability to you is limited to the coordination fees you paid us for the journey concerned. Nothing in these terms limits liability for death or personal injury caused by our negligence, for fraud, or any other liability that cannot be limited by law. Nothing in these terms affects your statutory rights as a consumer.
Our content and technology. The Gisello name, website, Patient Vault, matching and reports belong to us. You may use them for your own journey only. Your own records remain yours.
Complaints. Tell your Care Advisor, or email tanja@gisello.com. We acknowledge your complaint within 2 working days and aim to resolve it within 14 days. If you are still unhappy, you may contact the consumer protection authority or an alternative dispute resolution service in your country.
Changes to these terms. We may update these terms. If a change affects a journey you have already booked, the terms you agreed to at booking continue to apply to it, unless you agree otherwise.
Governing law. These terms are governed by the laws of the Emirate of Dubai and the applicable federal laws of the United Arab Emirates, and disputes go to the courts of Dubai. If you live in the UK, the EU or Switzerland, you also keep the protection of the mandatory consumer laws of your country and may bring a claim in your local courts.
General. If any part of these terms is found invalid, the rest still applies. If we do not enforce a right straight away, we can still enforce it later. You may not transfer your rights under these terms to someone else without our agreement.
Contact. Gisello Health Technology, Dubai, United Arab Emirates · tanja@gisello.com