Complaints and escalation
If Tonicvia's service falls short, we want to hear about it — and some concerns belong with the hospital or emergency services instead. This page explains both.
Which kind of concern is it?
Tonicvia service complaints
Delays, communication failures, report errors, or a missed service standard.
Where it goes: Handled directly by Tonicvia through the process on this page.
Billing concerns
Questions about Tonicvia's own service fee or invoice, or a hospital invoice that differs from the estimate.
Where it goes: Tonicvia fee questions are handled through this complaint process and the refund policy. Hospital invoice disputes are raised with the hospital's billing department — Tonicvia can help organize the paperwork and correspondence for coordinated cases.
Hospital complaints
Non-clinical concerns about a hospital — communication, international-desk service, rooms, or administration.
Where it goes: Directed to the hospital's own grievance or international-patient desk. For coordinated cases, Tonicvia can help draft and route the complaint, but the hospital resolves it.
Clinical complaints
Concerns about diagnosis, surgery, medication or clinical care.
Where it goes: Directed to the treating hospital's grievance process and the relevant medical regulator. Tonicvia does not adjudicate clinical matters and can only share the hospital's official complaint contacts.
Emergency limitations
Any urgent medical situation.
Where it goes: Contact local emergency services or the treating hospital immediately. Tonicvia is not an emergency service, does not operate a 24/7 line, and cannot respond to emergencies.
The Tonicvia complaint process
Submit your complaint
Email support@tonicvia.com with the subject line "Complaint". Include your name, contact details, case or lead reference if you have one, what happened, when it happened, and what outcome you are looking for.
Acknowledgement within two business days
You receive a written acknowledgement with a complaint reference number and the name of the person handling it.
Review
We review the case records, correspondence and any relevant documents. We may contact you for clarification. Most reviews complete within ten business days; if more time is needed, we tell you why and when to expect an answer.
Written outcome
You receive a written response describing what we found, what we will change or correct, and any applicable remedy under the refund policy.
Escalation
If you are not satisfied with the outcome, reply to the outcome email requesting escalation. The complaint is then reviewed by company management, with a further written response.
Record keeping
Complaints, correspondence and outcomes are kept on record so patterns can be identified and service standards improved. Complaint records are handled under the privacy policy.
Tonicvia reviews service complaints only. We do not adjudicate medical negligence, clinical decisions or hospital billing disputes — those remain with the treating hospital and the relevant authorities. For billing questions about Tonicvia's own service fee, see the refund policy or include the invoice details in your complaint. Contact: support@tonicvia.com
Questions before you start?
Ask anything on a free discovery call — including how complaints and refunds work.