Buji Outcomes Guarantee

1. Purpose

The Buji Outcomes Guarantee is a contractual patient protection mechanism designed to provide eligible patients with access to corrective treatment where a clinically significant and objectively measurable treatment failure has occurred following a procedure booked through Buji.

The Guarantee applies only to procedures delivered through Buji's surgeon-led care model and approved clinical pathways.

The purpose of the Guarantee is to provide patients with a clearly defined remediation pathway where objective clinical criteria are met.

2. Period of cover

The Guarantee applies for twelve (12) months commencing on the date of your procedure.

No claim may be assessed until the twelve-month anniversary of the procedure unless otherwise approved by an Independent Clinical Reviewer.

You must notify Buji of any potential claim within the twelve-month coverage period and provide all information and supporting evidence reasonably requested by Buji within sixty (60) days of such notification.

3. Eligibility

The Guarantee applies only where:

1. the procedure was booked directly through Buji;
2. the procedure was performed by a Buji-approved surgeon operating within a Buji-approved facility;
3. you complied with all material pre-operative and post-operative instructions;
4. you attended all reasonably requested follow-up reviews and assessments;
5. you provided accurate medical information prior to treatment;
6. you have not undergone any additional hair restoration procedure, scalp treatment or intervention that may materially affect the outcome without prior written approval from Buji.

4. Provider eligibility

The Guarantee applies only to procedures performed by surgeons and facilities approved under the Buji Clinical Governance Framework.

Approval may include, but is not limited to:

1. minimum surgical experience requirements;
2. ongoing outcome monitoring and audit;
3. complication rate monitoring;
4. compliance with Buji clinical protocols and operating standards;
5. procedure volume limitations;
6. continuous quality assurance requirements.

Buji reserves the right to suspend or withdraw approval from any surgeon or facility that no longer meets its clinical governance standards.

5. Hair transplant covered event

For hair restoration procedures, a Covered Event is deemed to have occurred where an Independent Clinical Reviewer determines that:

1. graft survival is below seventy-five per cent (75%) of implanted grafts at twelve (12) months following the procedure;
2. the reduced graft survival is more likely than not attributable to factors within the control of the treating provider, including but not limited to extraction technique, graft handling, graft storage, implantation methodology or post-operative clinical management;
3. the outcome falls materially below accepted clinical standards for the procedure performed;
4. the deficiency is clinically significant and reasonably capable of remediation.

For the avoidance of doubt, graft survival below seventy-five per cent (75%) constitutes a presumptive Covered Event subject to independent clinical review.

6. Assessment methodology

Assessment is performed by an Independent Clinical Reviewer selected from a panel of appropriately qualified clinicians approved by Buji.

The reviewer may consider:

1. operative records;
2. pre-operative photography;
3. immediate post-operative photography;
4. twelve-month post-operative photography;
5. in-person or virtual clinical examination;
6. medical records and follow-up documentation;
7. any other information reasonably required to determine eligibility.

Graft survival is estimated by the Independent Clinical Reviewer using operative records, photographic analysis, clinical examination and any other methodology reasonably considered appropriate in the circumstances.

Buji may require photographs, medical records, operative reports and clinical examination as a condition of assessment under the Guarantee.

The determination of the Independent Clinical Reviewer is relied upon by Buji for the purposes of administering the Guarantee.

7. Claims process

To make a claim under the Guarantee, contact the Buji Care Team at support@buji.health during the applicable coverage period.

Upon receipt of a claim, Buji will:

1. acknowledge receipt within five (5) business days;
2. request any photographs, medical records, operative reports or other information reasonably required to assess eligibility;
3. appoint an Independent Clinical Reviewer where appropriate;
4. conduct an eligibility assessment in accordance with these terms.

Subject to receipt of all reasonably requested information, Buji aims to provide an initial eligibility determination within thirty (30) business days.

Where a Covered Event is confirmed, Buji uses reasonable endeavours to present an approved remediation pathway within thirty (30) business days of the eligibility determination.

Failure to meet any target timeframe does not of itself create any entitlement to compensation or invalidate the assessment process.

8. Independent review and dispute resolution

Where you disagree with an eligibility determination, you may request a secondary independent review within thirty (30) days of the original determination.

The secondary review is conducted by a different Independent Clinical Reviewer from Buji's approved review panel.

The determination of the secondary Independent Clinical Reviewer is final for the purposes of administering the Guarantee.

Nothing in this section limits any statutory rights available to you under applicable law.

9. Approved remedy

Where a Covered Event is confirmed, Buji arranges and funds one corrective treatment pathway through an approved provider within the Buji network.

Only one approved corrective treatment pathway is available in respect of any covered procedure.

Such remediation may include:

1. revision hair transplant surgery;
2. additional graft placement;
3. corrective surgical intervention;
4. other clinically appropriate remediation recommended by the Independent Clinical Reviewer.

Approved corrective treatment may be provided within the United Kingdom or another jurisdiction approved by Buji.

The form of remediation is determined by Buji following clinical review.

The Guarantee provides corrective treatment only and does not create any entitlement to a cash payment.

10. Financial limits

The maximum liability of Buji under this Guarantee does not exceed £10,000 per patient claim unless expressly agreed otherwise in writing.

Buji's maximum liability is further limited to the reasonable cost of one approved corrective treatment pathway.

The Guarantee does not cover:

• cash compensation;
• consequential loss;
• lost earnings;
• loss of opportunity;
• emotional distress;
• pain and suffering;
• legal costs;
• travel expenses;
• accommodation expenses;
• any indirect loss whatsoever.

11. Exclusions

The Guarantee does not apply where the Independent Clinical Reviewer determines that the outcome is materially attributable to:

• failure to follow post-operative instructions;
• smoking, nicotine use or other behaviours known to impair graft survival;
• alcohol or substance misuse;
• underlying medical conditions affecting healing;
• progression of native hair loss following treatment;
• cosmetic dissatisfaction in circumstances where accepted clinical standards have been achieved;
• unrealistic patient expectations;
• force majeure events;
• fraud, misrepresentation or non-disclosure;
• any factor outside the reasonable control of the treating provider.

12. No guarantee of cosmetic outcome

The Buji Outcomes Guarantee does not guarantee:

• a specific density outcome;
• a specific cosmetic appearance;
• patient satisfaction;
• a particular aesthetic result;
• long-term prevention of future hair loss.

The Guarantee does not warrant that any particular graft survival percentage will be achieved. However, graft survival below seventy-five per cent (75%) may constitute a Covered Event subject to the eligibility criteria, exclusions and independent clinical review provisions in this document.

The sole purpose of the Guarantee is to provide remediation where objective clinical criteria indicate a material treatment failure.

13. Governing principle

The Buji Outcomes Guarantee exists to ensure that patients who experience objectively measurable treatment failure are provided with a structured and funded remediation pathway.

It is intended to align incentives between patients, providers and Buji, while maintaining clear, measurable and objective eligibility criteria.

Where an objectively verifiable and clinically significant treatment failure occurs, eligible patients should have access to a funded corrective treatment pathway rather than being left without recourse following treatment abroad.