Refund Policy

To protect your interests, the following rules apply to the service packages, deposits and related coordination services you purchase through the Platform.

1. Deposit (Service Booking Deposit)

The deposit is used to lock the service slot and initiate booking, invitation-letter applications and third-party procurement. After signing it can be handled by negotiation: if no process has been initiated for reasons attributable to the Platform, it is refundable in full; where booking, invitation letters or third-party procurement have been initiated, the balance after deducting incurred third-party costs is refunded.

2. Service Packages

For service packages cancelled before commencement, the remainder after deducting the deposit and incurred costs is refunded at the agreed ratio; during service, settlement is based on completed service milestones, and the unperformed portion is refunded.

3. Non-Refundable Items

The following items are generally non-refundable once incurred: hospital registration, examination, treatment and specialist consultation fees actually incurred; medical invitation letters already issued and visa-assistance service fees; third-party costs actually incurred for interpretation, transfers, flights, hotels and similar; and digital services already consumed or fees for service stages already completed.

4. Third-Party Fees

Fees charged by third parties such as hospitals, interpreters, insurers, payment gateways and booking agencies follow each institution's own refund rules. The Platform will assist you with the relevant refund procedures but does not bear the refund decisions of third-party institutions.

5. Hospital Declination, Visa Failure and Flight Changes

If hospital declination or booking adjustments prevent care, the Platform will assist with rebooking or referral, and any hospital third-party fees incurred are handled per hospital rules. If a trip is cancelled due to visa refusal or flight changes, the Platform refunds its own service fees not yet incurred, and third-party fees (visa fees, flights, hotels, etc.) are handled per the rules of the relevant institutions.

6. Changes in Patient Condition and Force Majeure

If adjustments or cancellation are needed due to changes in the patient's condition, the balance is settled after negotiation based on costs actually incurred; if performance is impossible due to force majeure, the Platform refunds non-third-party fees not yet incurred and neither party bears liability for breach.

7. Refund Timeline and Procedure

Qualifying refund requests are generally returned via the original payment method within 10 business days from the date of confirmation. Refund requests should be submitted via the contact page or the published contact details, together with the necessary supporting documents.