Reviews & Comments Policy

Flymedi is a medical travel marketplace. We connect international patients with independent, accredited partner clinics and coordinate the non-medical part of the journey, such as enquiries, quotes, travel and logistics. We are a facilitator and not a treating medical provider, and each clinic on Flymedi is responsible for its own clinical care.

Reviews are one of the most important ways patients research a clinic before they travel. That is why we hold reviews on Flymedi to a strict standard. This page explains where our reviews come from, how we verify them, how we moderate them and how our ratings are calculated.

We publish a review only when we can connect it to a real patient whose treatment was enquired about, booked or coordinated through Flymedi. Every review is tied to a real, coordinated patient journey. We do not publish incentivised or fabricated reviews.

01. Who can leave a review

We publish a review only when we can connect it to a real patient whose treatment was enquired about, booked or coordinated through Flymedi. In other words, every review is tied to a real, coordinated patient journey on our platform.

We do not publish anonymous submissions from people we cannot match to a patient record, and we do not accept reviews written by clinics about themselves, by competitors, or by anyone with an undisclosed commercial interest in the outcome.

02. How we collect reviews

After a patient completes their treatment journey or reaches a significant stage of it, we invite them to share their experience. Invitations go only to people who used Flymedi to arrange their treatment, and every invited patient is free to leave a positive, negative or neutral review, or none at all.

We may also display reviews collected through trusted third-party platforms that apply their own verification, such as Trustpilot. When a review comes from an external source, we label that source so you can see where it was published.

• Step 1: The patient arranges their treatment through Flymedi.
• Step 2: After treatment, we invite them to leave a review.
• Step 3: We match the review to their patient record and publish it.

03. What “Verified review” means

A review marked as Verified means we have matched it to a patient record in our system for a treatment coordinated through Flymedi. The badge is a statement about the origin of the review, namely that it comes from a real, identifiable patient journey. It is not a judgement about the quality of the treatment and does not mean that Flymedi endorses the opinion expressed.

We confirm identity using information already held for coordinating the journey, such as the enquiry, the booking and contact details. We never publish a patient's private contact details, medical records or documents alongside a review.

04. How we calculate ratings

A clinic's star rating is the simple average of the real, published reviews for that clinic. We always show the number of reviews the rating is based on, so you can judge it in context.

We do not inflate, embellish or weight ratings in favour of a clinic, we do not create ratings for clinics that have no real reviews, and any aggregate rating shown on the page or in structured data reflects only the genuine reviews actually displayed. If the number of real reviews for a clinic is too small to be meaningful, we say so rather than presenting a score that looks more established than it is.

05. What we moderate, and what we do not

We review submissions before or shortly after they appear, and we may remove or decline to publish content that:

• is false or fraudulent, or cannot be tied to a real patient journey,
• is defamatory, abusive, discriminatory or threatening,
• reveals another person's private or medical information,
• contains spam, advertising or links unrelated to the patient's experience,
• makes specific medical or clinical claims that could mislead other patients, or
• is unlawful under applicable consumer, advertising or data protection rules.

What we do not do is remove a review simply because it is critical or unflattering. Real negative experiences are exactly the kind of feedback future patients need, and clinics cannot delete honest reviews they dislike. We only correct or remove reviews for the reasons listed above.

We do not change the meaning of a review. Any edit is limited to redacting personal data, unlawful content or obvious spam, and we keep the substance of the patient's opinion intact.

06. No incentives and no fabricated reviews

We do not pay for reviews, we do not offer discounts, gifts or other benefits in exchange for a positive review, and we do not write, generate or commission reviews on behalf of a clinic. Reviews on Flymedi are the words of real patients, not marketing copy.

Any attempt by a clinic or third party to submit fake, incentivised or misleading reviews is a breach of our partner terms and can lead to the removal of the content and of the clinic from the platform.

07. Right of reply and flagging a review

Clinics can respond publicly to a review to give their side, thank a patient or explain how they handled a concern. A response never replaces or hides the original review.

If you are a patient, clinic or visitor and you believe a review is fake, breaches this policy or contains information that should not be public, you can flag it for review using the reporting route in section 11. We assess every report against the standards on this page.

08. Editing, removal and your data rights

If you wrote a review, you can ask us to update or remove it at any time. If a review concerns you or your business, or contains your personal data, you can ask us to review it under applicable data protection law, including the GDPR and the UK GDPR.

We handle these requests through our Trust and Reviews team and, where relevant, our Data Protection contact. We may keep an internal record of a removed review for fraud-prevention and legal purposes, even after it stops being displayed.

09. Reviews are personal experiences, not medical advice

Every review reflects the personal experience and opinion of a single patient. Medical treatment carries risk, results differ from person to person, and one patient's outcome is not a promise of another's. Reviews on Flymedi are not medical advice and should not be used in place of a professional consultation. Always discuss your own situation with a qualified medical professional before making a treatment decision.

Flymedi does not perform medical treatment and does not verify the clinical accuracy of the experiences described in reviews. Clinical care, results and any complications are the responsibility of the treating clinic.

10. Third-party review sources

When we display reviews or ratings that originate on an external platform, that platform's own rules and verification apply to those reviews in addition to this policy. We indicate the source so that, if you wish, you can view the review in its original context.

11. Reporting a concern

To report a review, request a correction or ask a question about this policy, contact our Trust and Reviews team at contact@flymedi.com. Please include the clinic name, the review and the reason for your request so we can act quickly. We aim to acknowledge reports within 14 business days.

12. Changes to this policy

We may update this policy as our services and the laws that apply to them evolve. When we make a significant change, we update the date at the top of this page. Your continued use of Flymedi after a change means you accept the updated policy.