Refund Policy

1. Price Difference Handling (Original "100% Price Difference Refund" Statement)

The cost ranges displayed in our cost estimator and cost comparison tools are reference estimates and do not constitute a pricing commitment.

If the actual hospital charges exceed the estimated costs we have committed to in writing, the excess shall be borne by us and refunded as a price difference; provided that:

• You have not unilaterally altered the treatment plan, medications, length of hospital stay, or other factors that increase costs;
• You have not settled directly with the hospital without our consent;
• You have provided an official invoice or detailed cost breakdown issued by the hospital as evidence.

Conversely, if the actual cost is lower than the estimate, the difference will not be refunded (hospital fees belong to the hospital and are outside the scope of refund).

2. Cancellation & Refund Time Windows

3. Non-Refundable Items

The following fees, once incurred, are non-refundable for any reason:

• Non-refundable air tickets already purchased, special fare classes (unless refundable tickets were purchased separately)
• Visa fees and expedited processing fees already paid
• Overseas medical insurance and travel insurance already purchased
• Translation, escort, accommodation, and transportation costs already incurred
• Hospital registration, testing, consultation, and other service fees already provided
• Suspension due to force majeure (epidemics, natural disasters, war, government bans)

4. Refund Process

1. Submit Application: Submit the "Refund Application Form" via the email at the bottom of this page or through your account manager
2. Document Review: We will review your application and supporting documents within 5 business days
3. Approval Notification: You will be notified of the approval result and refund amount via email
4. Refund Execution: Refund to the original payment method (credit card 7-21 business days, wire transfer 5-10 business days)
5. Receipt Confirmation: Please reply to confirm upon receiving the refund

5. Cross-Border Payments & Exchange Rates

Refunds are executed in the original payment currency. If exchange rate fluctuations result in a difference between the refund amount and the original payment amount (typically <2%), we will bear the difference. For refunds to overseas accounts, a cross-border payment processing fee of 1-3% may apply, which will be deducted from the refund amount.

6. Dispute Resolution

If you dispute the refund decision, you may submit a review request via email within 14 days of receiving the notice. The review result is final. If both parties still have disagreements, the dispute shall be submitted to the Hong Kong International Arbitration Centre (HKIAC) for arbitration in accordance with its rules (English or Chinese accepted).

7. Governing Law

This policy is governed by the laws of the Hong Kong Special Administrative Region of the People's Republic of China (due to the company's place of registration and the jurisdiction of its primary clients), and does not apply to Mainland China regulations such as the Advertising Law / Medical Advertising Management Measures.

8. Policy Changes

We may update this policy based on business adjustments. The updated policy applies to newly signed Service Agreements and has no retroactive effect on existing agreements.