This policy governs payment for treatment programs arranged by Celva LLC ("Celva"). It forms part of the written program agreement you sign before any payment is taken. Where this page and your signed agreement differ, your signed agreement controls.
One bill. Two organizations behind it.
Celva LLC is a California company. It arranges and sells the complete treatment program: case coordination with the medical team, flights and lodging, private ground transport from San Diego across the border and back, and an English-speaking coordinator from your first call through your final follow-up.
Celva is a marketing and patient coordination organization. It does not provide medical treatment, diagnosis, or medical advice. The medical care in your program is performed by an independent, licensed physician group in Mexico, at Hospital Angeles Tijuana, under written contract with Celva. That contract states expressly that the physician group provides the medical treatment. There is no common ownership between the two organizations.
You pay Celva one price for the whole program. Celva pays the physician group and the hospital out of it. Your card statement will read CELVA for every charge.
Celva is responsible to you for delivering the program. Medical judgment, including whether you are treated at all and what protocol is used, belongs to the physician group. See the medical disclaimer.
No card is charged before a physician says yes.
The physician group reviews your history and imaging and decides whether to accept your case. That decision comes to you in writing. A significant share of inquiries are declined.
We do not request payment, send a payment link, or take a card number before that written acceptance exists. If you are declined, there is nothing to refund, because nothing was charged.
Five thousand to hold the date. The rest two weeks out.
Program fees vary by protocol and are quoted to you in writing before you commit. Payment comes in two parts:
- A $5,000 deposit when you and the medical team agree on a treatment date.
- The remaining balance due 14 days before that date.
Both charges are card-not-present, taken by phone or through a payment link we email or text you. Both appear on your statement as CELVA. You will receive a receipt for each.
We do not bill health insurance, and US insurers do not reimburse this care. Some patients use HSA or FSA funds or claim a deduction, with results that depend on their own plan and tax situation. See paying for it. Nothing on this site is tax advice.
Moving your date is free. Tell us early.
You may reschedule once, at no cost, any time more than 7 days before your treatment date, for any reason. You do not need to explain why. Your coordinator rebooks the hospital day and the lab slot for the next date that works for you.
The earlier you tell us, the more flexibility there is. Your cell dose is put on order and the lab is scheduled in the final days before treatment, which is the point after which a date cannot be moved without cost.
A rescheduled date must fall within 12 months of the original. If moving your date would push it far enough out that we can no longer refund the original payment to your card, we will refund you and re-charge you for the new date instead, so that your money is never stranded.
Cancel early and you get all of it back.
If you cancel rather than reschedule, what you get back depends on how close to the treatment date you tell us. The cutoffs below run from the date of your scheduled treatment.
That is the whole schedule. We do not deduct processing fees, coordination charges, or administrative costs from a refund, and we do not itemize expenses against your deposit. The deposit is the only amount ever retained, and it is retained only in the last week.
If you cannot travel for a documented reason, your deposit is refunded rather than credited, at any point on the schedule above. That covers a medical emergency affecting you or an immediate family member, a death in your family, or a denied border crossing. Send your coordinator what documentation you reasonably have.
Some refunds are not conditional on anything.
Two situations override the schedule in § 05 entirely.
The physician group withdraws its acceptance
If the medical team decides at any point, for any reason, that you should not be treated, you receive 100% of everything you have paid. No deposit is retained, no documentation is required, and no deadline applies. This holds whether the decision comes a month out or on the morning of treatment.
We would rather refund you in full than treat someone the physicians have decided not to treat. A policy that made it expensive to say no would corrupt the review that the whole program depends on.
Treatment cannot proceed on the day
If you travel and something found on arrival means treatment cannot go ahead, you choose: a full refund of the medical portion of your program, or full credit toward a future date. Celva retains only the travel and coordination costs actually spent on that trip, itemized for you in writing.
Back to the card that paid, every time.
Refunds are issued to the original card. We do not send checks, store credit, or wire transfers in place of a refund, and we will not ask you to accept one.
We start a refund within 3 business days of confirming your cancellation in writing. Your bank then takes its own time, usually 5 to 10 business days, to post it. We will send you written confirmation when the refund leaves our end, with the amount and the date.
Call us before you call your bank.
If a charge looks wrong, or a refund has not arrived when you expected it, contact your coordinator or write to us directly. We answer billing questions within one business day.
Nearly every billing problem is a date, an amount, or a receipt that never arrived, and all three are faster to fix directly than through a card dispute. We are not asking you to give up any right you have. We are asking for one business day first.
The terms you agreed to are the terms you keep.
We may update this policy. If we do, we will change the "Last updated" date at the top of this page.
Changes apply only to programs booked after the change. The version of this policy in effect on the day you paid your deposit is the version that governs your program, and we keep a copy of it with your file.
Questions about a charge or a refund.
Write or call. Billing questions get an answer within one business day.