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Regenerative Wellness, Redefined

Bangkok, Thailand

Cancellation & Refund Policy

Last updated:

1. Overview

We understand that plans can change. This Cancellation & Refund Policy covers all programme bookings made through Sterlon Services OÜ (registry code 16332514), the operating entity behind Sterling Longevity, and forms part of our Terms of Service.

All amounts referenced in this policy are in United States Dollars (USD) unless otherwise stated. The principal product covered by this policy is the Discovery Experience (USD 5,999), as described in Section 3 of the Terms of Service.

We are committed to treating every guest with fairness and transparency. If your circumstances change, we will work with you to find the best possible resolution.

2. Cancellation Timeline

Cancellation terms are based on the number of calendar days between your written cancellation notice and the scheduled programme start date:

Notice Period Refund
30 or more days before programme start Full refund, minus payment processing fees
15 – 29 days before programme start 75% refund
7 – 14 days before programme start 50% refund
Fewer than 7 days before programme start Non-refundable

3. How to Cancel

To initiate a cancellation, please contact us in writing:

  • Email: care@sterlinglongevity.com
  • Please include your full name and booking reference number in your cancellation request.
  • Your cancellation becomes effective on the date we send written confirmation of receipt. We aim to confirm all cancellation requests within two (2) business days.

4. Rescheduling

We offer flexible rescheduling for guests whose plans change:

  • Rescheduling is available at no additional cost when requested 15 or more days before the original programme start date.
  • One reschedule is permitted per booking. A second change of dates is treated as a cancellation and re-booking, subject to the cancellation timeline above.
  • Rescheduled dates are subject to availability and must fall within 12 months of the original programme date.

5. Medical Ineligibility

Your health and safety are our highest priority. If the physicians at our partner clinics determine that you are not a suitable candidate for a programme after you have booked, you are entitled to a full refund of all payments made to Sterlon Services OÜ.

  • This applies at any stage before treatment begins, including during pre-arrival medical review or upon on-site clinical assessment.
  • Reasonable travel expenses already incurred (flights, visas) are the guest's responsibility and are not covered under this policy.

6. Travel Disruptions

Force Majeure

In the event of circumstances beyond reasonable control — including natural disasters, pandemics, government travel restrictions, or civil unrest — we offer a full credit towards a future programme of equal or greater value, valid for 18 months.

Flight Cancellations

If your flights are cancelled by the airline, we will assist with rescheduling your programme at no additional charge, subject to availability.

Travel Insurance

We strongly recommend that all guests purchase comprehensive travel insurance covering trip cancellation, medical evacuation, and interruption. Sterlon Services OÜ does not provide travel insurance.

7. Partial Programmes

If you choose to conclude your programme early for personal (non-medical) reasons:

  • Refunds for unused programme days are assessed on a case-by-case basis by our guest relations team.
  • Unused accommodation nights may be eligible for a partial refund, depending on the cancellation terms of the accommodation provider.
  • Medical treatments already administered are non-refundable.

8. Refund Processing

  • Approved refunds are processed within 5–10 business days of the cancellation confirmation date.
  • Refunds are issued to the original payment method used at the time of booking, in United States Dollars (USD). Where your card is denominated in another currency, your bank or card issuer may apply its own conversion rate, which is outside our control.
  • Payment processing fees charged by Stripe (typically 2.9% + USD 0.30 for card payments) and any currency conversion fees are non-refundable. These fees are disclosed at the time of booking.
  • You will receive email confirmation once your refund has been processed. Depending on your bank or card issuer, the funds may take an additional 3–10 business days to appear in your account.

9. The USD 5,000 Next-Step Credit

The Discovery Experience includes a USD 5,000 credit applicable toward any physician-recommended next-step programme arranged through Sterlon Services OÜ. The following terms apply:

  • Validity: the credit is valid for twelve (12) months from the date your Discovery Experience concludes.
  • Use: the credit can be applied only against the price of a next-step programme coordinated by Sterlon Services OÜ and recommended in writing by physicians at the partner clinic following your Discovery assessment.
  • Cash value: the credit has no cash value, is not refundable, is not exchangeable, and cannot be redeemed for currency or other goods.
  • Transferability: the credit is personal to the guest who booked the Discovery Experience and is non-transferable.
  • Expiry: any portion of the credit not applied within twelve (12) months expires automatically and cannot be reinstated.
  • Cancellation interaction: the credit is generated only when the Discovery Experience is delivered. If the Discovery Experience is cancelled before delivery and refunded under Sections 2 or 5, the credit does not apply.

10. Contact

For questions about this policy or to discuss your specific circumstances, please contact us:

For our full service terms, please refer to our Terms of Service.