Last updated: 30 June 2026
Company: Buji Technologies Limited
Company number: 16323036
Registered office: 85 Great Portland Street, First Floor, London, W1W 7LT
Email: support@buji.health
Telephone: +44 7424 842825
These Customer Terms govern your use of the Buji website, applications, assessment process, booking services and any Buji Plan you purchase from us.
Please read them carefully before making a booking.
The company providing the Buji service and contracting with you is:
Buji Technologies Limited
Company number: 16323036
Registered office: 85 Great Portland Street, First Floor, London, W1W 7LT
Email: support@buji.health
Telephone: +44 7424 842825
In these Terms:
By accepting these Terms and completing a booking, you enter into a contract with Buji.
Nothing in these Terms affects any rights you have under applicable consumer law.
Your contract with Buji consists of:
Separate documents may also apply to individual elements of your journey, including:
Where documents conflict:
No separate document may remove a statutory right that cannot legally be excluded.
Buji provides a managed booking, coordination and support service for customers travelling abroad for elective medical treatment.
Buji contracts with you as principal for the Buji Plan described in your Booking Confirmation.
You pay the total plan price to Buji. Buji is responsible for paying the relevant Delivery Partners involved in fulfilling the confirmed plan.
Depending on your booking, Buji may:
Buji will perform its own services with reasonable care and skill.
We may use Delivery Partners to perform elements of the Buji Plan. Using a Delivery Partner does not remove any responsibility that applicable law places on Buji.
Buji is not itself a medical facility and does not perform surgery.
Your procedure is performed by the Clinic and Clinical Team identified in your confirmed booking documents.
The Clinic and Clinical Team are responsible for:
Buji does not direct a clinician to make a particular clinical decision and cannot override independent clinical judgement.
Buji remains responsible for:
Nothing in these Terms excludes any legal responsibility that may arise from Buji's own negligence, breach, selection, coordination or representations.
All surgery carries risk and results vary between individuals.
Buji does not promise that:
The Outcomes Guarantee provides defined remedies for specified eligible concerns. It is not a promise of a particular cosmetic result.
You must be at least 18 years old to make a booking.
You must:
Buji may refuse or cancel a booking where:
You must not use Buji to obtain emergency medical assistance.
In an emergency, contact the relevant local emergency service immediately.
Completing an online assessment or uploading photographs does not mean that:
Any preliminary indication based on an online questionnaire or photographs is provisional.
The operating surgeon or another appropriately qualified member of the Clinical Team makes the final decision on clinical suitability.
The Clinical Team may:
You should obtain independent medical advice where you are uncertain whether treatment is right for you.
Before you make a binding booking, Buji will provide the material commercial information relating to the proposed Buji Plan.
Your Booking Confirmation will normally identify:
Clinical details remain subject to final assessment, informed consent and professional judgement.
The Clinical Team may alter clinically relevant aspects of the treatment where appropriate. This could include the technique, graft number, treatment area or procedure duration.
A material change will be explained to you before treatment and will require your agreement, except where an immediate decision is reasonably required to protect your health or safety.
A booking becomes binding when:
Buji may decline to confirm a booking before this point.
You should not book flights or make other non-refundable arrangements until Buji has confirmed your Procedure Date in writing.
Flights are not included in the standard Buji Plan.
Buji does not sell or arrange your flights unless expressly agreed in writing.
The total price payable is the price stated in your Booking Confirmation.
For the current standard hair-transplant plan, the advertised price may be £3,750, but the price applicable to you is the price confirmed before booking.
The Booking Confirmation will identify what is included.
Unless expressly included in writing, the plan price does not include:
Payments are processed through Stripe or another payment provider selected by Buji.
Your obligation to pay Buji is discharged when cleared funds are received by Buji or its authorised payment provider.
Buji is responsible for paying the Delivery Partners required to fulfil the confirmed Buji Plan.
You will not be required to make a duplicate payment to a Delivery Partner for an item already identified as included in your confirmed plan.
Optional services will not be charged without your active agreement.
Your Booking Confirmation will state:
A deposit reserves capacity and contributes towards the total plan price.
Describing a payment as a deposit does not allow Buji to retain more than is lawful, fair and proportionate if you cancel.
If a payment is overdue, Buji may:
Any cancellation charge remains subject to section 15.
Where a credit, instalment or buy-now-pay-later option is offered, it is provided by the named third-party finance provider under separate terms.
Buji does not make the lender's approval decision and does not guarantee that finance will be available.
Any credit agreement is separate from these Terms.
The availability of finance does not remove statutory rights you may have against Buji or another supplier.
Financial promotions and customer communications relating to credit will be issued or approved as required by applicable financial-services law.
Where the Consumer Contracts Regulations apply, you have the right to cancel your booking within 14 days after the day on which the contract is made.
You do not need to give a reason.
You may cancel by:
The request must clearly identify you and the affected booking.
If you cancel during the 14-day cancellation period, Buji will refund the amounts paid within the period required by law.
If you expressly asked Buji to begin providing services during the cancellation period, Buji may deduct a proportionate amount for services actually supplied before cancellation, but only where permitted by law.
Buji will not deduct:
The statutory cancellation period does not replace any additional cancellation rights stated in these Terms.
Buji may begin coordinating your plan shortly after booking.
During checkout, we may ask you to expressly request that Buji begins providing services before the 14-day cancellation period ends.
If you do not provide that express request, Buji may delay non-essential performance until the cancellation period has expired.
Requesting early performance does not automatically remove your right to cancel.
If the service is fully performed during the cancellation period, the cancellation right will end only where the legal requirements for loss of that right have been met and you expressly acknowledged this before performance.
If you cancel after the statutory cancellation period but more than 14 days before the Procedure Date, Buji will refund the sums paid after deducting its reasonable loss arising from the cancellation.
This may include:
Buji will:
If you cancel within 14 days of the Procedure Date, Buji may retain or charge up to £2,000.
The amount retained will be limited to the lower of:
The reasonable loss may include reserved clinical capacity, Clinic charges, accommodation, transfers, services already performed and other non-recoverable commitments.
The £2,000 figure is a maximum and is not an automatic penalty.
Where Buji's reasonable loss is lower, only the lower amount will be retained.
Where Buji recovers money from a Delivery Partner after calculating the cancellation amount, the appropriate recovered sum will be returned to you.
If you cancel after travelling, do not attend, abandon the booking or choose not to proceed after services have begun, you may be charged for:
Buji will account for costs avoided and sums recovered.
If you do not attend the Clinic or cannot be contacted, this may be treated as cancellation on the Procedure Date.
Buji may retain sums reflecting its reasonable loss, potentially up to the full plan price where the services and capacity cannot be recovered or resold.
Buji will not retain amounts for costs that were avoided or recovered.
The Clinic or Clinical Team may decide that treatment should not proceed where it would be unsafe or clinically inappropriate.
Where treatment is cancelled for clinical reasons that are not caused by inaccurate or withheld information:
If treatment cannot proceed because you knowingly or recklessly withheld material information, supplied materially inaccurate information, failed to follow essential pre-operative instructions or attended in a condition that made treatment unsafe, the normal cancellation provisions may apply.
This could include attending:
Flights booked independently remain subject to the airline's terms.
Buji may cancel, postpone or change a booking where reasonably necessary because of:
Buji will tell you about a material change as soon as reasonably possible.
Where a material change occurs before travel, Buji may offer:
You will not be required to accept a materially different surgeon, procedure, destination or Clinic.
If Buji cancels and you do not accept a reasonable alternative, Buji will refund amounts paid for services not provided.
This does not limit any additional statutory right that applies.
The full Outcomes Guarantee terms are published at /outcomes-guarantee and form part of your contract with Buji alongside this section.
BujiCover is the combined protection proposition made available with eligible Buji Plans.
It consists of:
These are separate products with separate terms, eligibility, exclusions and remedies.
The whole of BujiCover is not insurance.
The Outcomes Guarantee is provided by:
Buji Technologies Limited
Company number: 16323036
It is a contractual guarantee and is not an insurance product.
Unless your Booking Confirmation states otherwise, the Outcomes Guarantee begins on the Procedure Date and continues for 12 months.
No claim may be assessed until the twelve-month anniversary of the procedure unless otherwise approved by an Independent Clinical Reviewer.
A concern must:
The Outcomes Guarantee applies only to an Eligible Concern.
For hair restoration procedures, an Eligible Concern includes a Covered Event as defined in the published Outcomes Guarantee terms, including where an Independent Clinical Reviewer determines that graft survival is below seventy-five per cent (75%) of implanted grafts at twelve (12) months following the procedure and the deficiency is clinically significant and reasonably capable of remediation.
An Eligible Concern is an outcomes-related concern that:
Before accepting a booking, Buji must give you a written summary identifying the categories of outcome covered by the guarantee.
The guarantee does not apply to a concern merely because you are unhappy, your personal preference has changed or your result differs from an example photograph.
To raise a concern, contact the Buji Care Team at support@buji.health.
You may be asked to provide:
You must provide reasonable cooperation.
Buji will not require irrelevant or disproportionate information.
When a concern is raised, Buji will:
An initial response or request for information is not a guarantee decision.
Buji will aim to make decisions promptly, but timing may depend on:
The Outcomes Guarantee does not apply where the concern is caused or materially contributed to by:
An exclusion will only be relied upon where it is relevant to the concern and fair in the circumstances.
Where an Eligible Concern is accepted, the remedy will be the remedy identified as appropriate under the guarantee terms and clinical assessment.
A remedy may include:
The remedy is not automatically selected by the customer.
Clinical appropriateness, proportionality and the guarantee terms will be considered.
UK-based corrective treatment is available only where:
Where a treatment remedy is approved, Buji will explain:
Where a remedy is accepted under the Outcomes Guarantee, Buji will pay or arrange the costs expressly identified as covered in the approval.
The maximum liability of Buji under the Outcomes Guarantee does not exceed £10,000 per patient claim unless expressly agreed otherwise in writing, and is further limited to the reasonable cost of one approved corrective treatment pathway.
The guarantee does not cover:
Buji will not describe a remedy as free where the written terms require the customer to pay any material cost.
The Outcomes Guarantee does not mean:
The Outcomes Guarantee is additional to your statutory rights.
It does not replace, restrict or exclude any legal right or remedy you may have against Buji, the Clinic or another supplier.
Where your Buji Plan is eligible, Medical Travel Insurance is made available for the insured trip through the applicable master or group policy.
Medical Travel Insurance is separate from the Outcomes Guarantee.
The insurance documents will identify:
You must read the insurance documents before travel.
The insurance does not cover every event, medical cost, complication, cancellation or outcome.
Nothing on the Buji website overrides the insurance policy wording.
Where Buji assists with insurance information, administration or communication, it will do so only within the scope of its applicable regulatory arrangements.
An insurance claim is assessed under the insurance policy by the party identified in the insurance documents.
The insurer or authorised insurance firm retains responsibility for insurance decisions allocated to it.
Flights are not included unless your Booking Confirmation expressly states otherwise.
You are responsible for:
Where accommodation is included, the Booking Confirmation will identify:
Where local transfers are included, the Booking Confirmation will identify the included transfer itinerary.
Buji may substitute accommodation or transfers with a reasonably equivalent alternative where necessary.
A materially inferior substitution may entitle you to an appropriate price reduction or other remedy.
Buji does not sell or arrange flights as part of the standard Buji Plan.
The absence of a flight does not, by itself, determine whether the Package Travel and Linked Travel Arrangements Regulations 2018 apply.
Whether those Regulations apply depends on the particular combination of services included in your booking and the way those services are offered and sold.
Nothing in these Terms:
Where the Regulations apply, mandatory statutory rights take priority over any inconsistent term in this document.
You agree to:
You must not:
Serious misconduct may result in suspension or cancellation, subject to applicable consumer and refund rights.
Before the procedure, the Clinic and Clinical Team should explain:
You should ask questions and take enough time to make an informed decision.
You must not proceed unless you understand and accept the clinical consent information.
Signing a consent form does not remove legal rights or excuse negligent treatment.
Marketing materials, estimated graft numbers, simulations, testimonials and before-and-after images do not guarantee your result.
Your Buji Plan may include structured aftercare coordinated through the Buji Care Team.
Aftercare may include:
Buji's aftercare coordination does not replace emergency care or local medical assessment.
If you experience severe pain, significant bleeding, breathing difficulty, chest pain, severe swelling, fever, signs of serious infection or another urgent symptom, contact the appropriate emergency or medical service immediately.
Do not wait for a response from Buji in an emergency.
For complaints about Buji's booking, coordination, payment, support or Outcomes Guarantee services, contact:
Email: support@buji.health
Subject: Formal complaint
Post:
Complaints
Buji Technologies Limited
85 Great Portland Street
First Floor
London
W1W 7LT
Please include:
We will acknowledge your complaint within three working days.
We aim to provide a substantive response within 15 working days.
Where more time is reasonably required, we will explain the reason and provide an updated timeframe.
A complaint concerning clinical treatment, professional judgement or the conduct of a healthcare professional may need to be investigated by the Clinic.
Buji will provide the relevant Clinic contact information and may help coordinate communication.
This does not prevent you from raising any separate complaint about Buji's own actions.
Complaints concerning Medical Travel Insurance are handled under the process stated in the insurance documents.
Those documents will identify:
Using the complaints process does not prevent you from exercising a statutory or legal right.
Nothing in these Terms excludes or limits liability where doing so would be unlawful.
This includes liability for:
Buji is responsible for loss or damage that is a foreseeable result of:
Loss is foreseeable where it was an obvious consequence of the breach or where both parties knew it might happen when the contract was made.
Subject to section 26 and applicable law, Buji is not responsible for loss caused by:
The Clinic and Clinical Team remain professionally responsible for their independent clinical services and judgement.
This does not remove any responsibility the law separately places on Buji as the contracting principal, organiser, coordinator or selector of a Delivery Partner.
We do not impose a general financial cap where doing so would unfairly prevent you from recovering a remedy available under consumer law.
Where the law permits Buji to limit liability for purely financial losses that do not involve:
Buji's aggregate liability will not exceed the greater of:
This limit applies only where it is fair, lawful and proportionate in the particular circumstances.
Buji is not responsible for delay caused by an event outside its reasonable control where Buji has taken reasonable steps to avoid or reduce the impact.
Such events may include:
Buji will:
This section does not remove rights that apply under consumer or travel law.
Buji processes personal data, including health information, in accordance with its Privacy Notice.
The Privacy Notice explains:
Information may be shared with relevant Clinics, clinicians, insurers, intermediaries, accommodation providers, transfer providers and technical suppliers where necessary and lawful.
Deleting an account does not necessarily result in immediate deletion of every record.
Buji may retain information where necessary for:
Data-protection enquiries may be sent to support@buji.health.
Buji does not describe an individual as its formal Data Protection Officer unless that appointment has been formally made and is legally appropriate.
You agree that Buji may provide contractual and operational communications electronically.
These may include:
You should retain copies of important documents.
Service communications may still be sent where you have opted out of marketing.
Marketing communications will be sent only where permitted by law. You may unsubscribe from marketing at any time.
Where you create an account, you are responsible for:
Buji may suspend access where reasonably necessary to protect:
Closing an account does not automatically cancel a confirmed booking.
The Buji name, trade marks, website, application, design, software and original content belong to Buji or its licensors.
You may use Buji materials for personal, non-commercial purposes connected with your booking.
You must not unlawfully:
You retain ownership of photographs and information you upload.
You permit Buji to use that material only as reasonably necessary to:
Buji will not use identifiable clinical images in advertising without separate, valid permission.
Buji may suspend or terminate access where reasonably necessary because of:
Where reasonably possible, Buji will:
Termination does not remove accrued rights, payment obligations, refund rights or contractual protections.
The Terms applying to a confirmed booking are the version accepted when the booking was made.
Buji may update its general Terms for future customers and future bookings.
Buji will not retrospectively make a material change to a confirmed booking unless:
Where a legal or regulatory change requires an amendment, Buji will explain any material effect.
You may not transfer a booking to another person without Buji's written agreement and any required Clinic approval.
Buji may transfer its rights or obligations to another organisation where:
A person who is not a party to the contract cannot enforce these Terms under the Contracts (Rights of Third Parties) Act 1999, except where these Terms expressly provide otherwise.
This does not affect a right or remedy existing independently of that Act.
If a court or competent authority finds part of these Terms unlawful or unenforceable, the remaining provisions will continue to apply.
The affected term will apply only to the extent that it is lawful and enforceable.
If Buji does not immediately enforce a right, that does not mean the right has been waived.
If Buji waives a breach on one occasion, that does not waive a later breach.
These Terms are governed by the law of England and Wales.
If you live in England or Wales, proceedings may be brought in the courts of England and Wales.
If you live in Scotland, Northern Ireland or another jurisdiction, you may also have the right to bring proceedings in the courts where you live.
Any mandatory consumer-law rights applying in your place of residence remain unaffected.
General enquiries and support:
Telephone:
+44 7424 842825
Registered address:
Buji Technologies Limited
85 Great Portland Street
First Floor
London
W1W 7LT
Company number:
16323036
For emergencies, contact the appropriate local emergency or healthcare service. Buji is not an emergency service.
Complete and send this form only if you wish to cancel your contract.
To:
Buji Technologies Limited
85 Great Portland Street
First Floor
London
W1W 7LT
Email: support@buji.health
I give notice that I wish to cancel my contract for the following Buji Plan: