Refund & Cancellation Policy

Effective date: 2026-01-01. Updated date: 2026-06-08. This policy is issued by Yihe Jinrun International Limited (Simplified Chinese name: 颐和金润国际健康咨询有限公司; Traditional Chinese name: 頤和金潤國際有限公司), company registration number 79265162-000-11-25-9. Our registered address is FLAT/RM B32 11/F, WONG KING INDUSTRIAL BUILDING, NO.2 TAI YAU STREET, KL.

1. General Principles

This policy explains when and how refunds may be requested for international medical intermediary, coordination, translation, travel support, and concierge services purchased from MedToChina. The policy is intended to protect the lawful rights of both clients and service providers and to define refund responsibility, refund standards, and refund procedures in a fair, honest, efficient, and legally compliant manner.

This policy is governed by and interpreted according to the laws of the Hong Kong Special Administrative Region of the People's Republic of China. Any dispute arising from this policy should first be resolved through friendly negotiation. If negotiation fails, either party may submit the dispute to the Hong Kong International Arbitration Centre for arbitration in Hong Kong under its then effective rules. The arbitration language may be Chinese or English.

2. Service Fee Components

Our service fees may include the following categories, depending on your order:

• Consultation service fees, including condition intake, general consultation, hospital and doctor recommendations, treatment pathway consultation, and cost estimate support.
• Appointment service fees, including hospital appointment requests, doctor visit arrangements, examination appointment coordination, and surgery schedule coordination.
• Translation and companion service fees, including medical translation, visit accompaniment, report explanation coordination, and medical instruction communication support.
• Travel arrangement service fees, including visa assistance coordination, flight and hotel booking support, airport transfer coordination, and itinerary planning.
• Local companion service fees, including local support staff, daily life support, and emergency coordination support where agreed.

Third-party costs are charged independently by third parties and are not part of our service fee. These may include hospital charges, medication charges, transport costs, accommodation, visa fees, insurance, courier fees, and other provider fees.

3. Full Refund Conditions

A full refund of our service fee may be requested only in the following situations, subject to review of third-party costs under Section 6.

3.1 Reasons Caused by MedToChina

• We fail to provide a core agreed service and still fail after a reasonable grace period.
• Our service constitutes a fundamental breach that defeats the main purpose of the contract.
• A final court judgment, arbitration award, or competent administrative decision determines that we committed fraud.
• We cancel the service without a justified reason and cannot arrange an equivalent or client-approved alternative.

3.2 Force Majeure

Force majeure means an objective event occurring after the service agreement is signed that directly prevents the client from traveling or prevents us from providing the core service, and that is unforeseeable, unavoidable, and insurmountable. Examples include natural disasters, government travel bans or border closures, war, strikes, riots, or public health emergencies officially announced by the World Health Organization or relevant governments with binding restrictions.

3.3 Special Client Circumstances

• The client suffers a sudden serious illness and cannot travel, supported by an official medical certificate from a tertiary Grade A hospital or equivalent.
• A direct family member, meaning spouse, parent, or child, is critically ill or passes away, supported by official documentation.
• The client's first formal visa application for the destination country is refused, supported by an official refusal letter.

4. Partial Refund Conditions

A partial refund may be requested when the client cancels for general personal reasons, changes the medical plan, chooses another service provider, does not meet the medical or travel requirements, asks to reduce service items, changes service timing, or changes the selected hospital in a way that prevents part of the agreed service from being delivered.

5. Non-Refundable Situations

• The service has been fully completed.
• The client has accepted a core service, such as a successfully arranged and completed hospital visit.
• Third-party costs have already been incurred and the third party does not refund them.
• The client breaches the service agreement or provides false, incomplete, or misleading information, causing service failure or additional losses.
• The refund request is submitted after the applicable deadline.
• Other situations determined by law, a court, or an arbitration institution as non-refundable.

6. Refund Standards

6.1 Consultation Service Fee

6.2 Appointment Service Fee

6.3 Translation, Companion, and Local Support Fees

6.4 Travel Arrangement Fees

6.5 Third-Party Costs

Refunds of third-party costs, such as hospital, pharmacy, airline, hotel, embassy, insurer, courier, or payment provider fees, are governed entirely by the relevant third party's policy. We act only as a payment or coordination assistant and are not responsible for the third party's refund amount, refund timing, refund method, service fee deduction, voucher-only refund, or refusal to refund.

We will use reasonable efforts to assist you according to the relevant third-party policy. Any amount actually returned by a third party to us will be returned to you in full and without interest after we receive it.

7. Refund Procedure

To request a refund, please submit the following materials to customer support:

• A completed refund request form or written refund request.
• The original service agreement or a clear copy.
• Payment proof, such as a bank transfer screenshot or receipt.
• Supporting documents for the refund reason, where applicable.

We will verify identity, review conditions, confirm service status, calculate the amount, and complete internal approval. In normal cases with complete materials, initial acceptance takes 1 business day, review and approval take about 3 business days, and refund execution takes about 3 to 5 business days. The overall estimated processing period is 7 to 9 business days.

These timelines are estimates and start when complete and compliant refund materials are received. Public holidays, missing materials, complex investigation, bank processing, cross-border transfer, or third-party review may extend the timeline.

8. Refund Method and Account Information

Refunds are normally returned through the original payment channel where possible. Bank transfers are made to a same-name bank account provided by the client. Third party payments are returned to the original payment account where technically available. If a cash payment was made, a bank transfer or other lawful documented refund method may be used.

For bank transfer refunds, you must provide accurate account holder name, bank name and branch, account number, and contact phone number. The account holder should match the client name unless we approve another lawful arrangement.

9. Special Situations

• If the client's medical condition worsens and travel becomes impossible, a full refund may be requested with an official tertiary Grade A hospital certificate. If the condition improves and treatment is no longer needed, partial refund rules apply.
• If a hospital or doctor cancels an appointment, we will first coordinate an alternative doctor or hospital. If no client-approved alternative can be offered, a full refund may be requested.
• If a first visa application is formally refused, a full refund may be requested with official refusal proof. If a later application is refused or the refusal is caused by false information, incurred non-refundable costs will be deducted.
• If visa processing is delayed, the service may be extended if you are willing to wait. If you do not wish to wait, partial refund rules apply.

10. Client Duties

You must truthfully disclose your medical condition, medical history, identity information, and contact information. You must cooperate by providing complete medical records, attending appointments on time, completing required procedures, and giving timely feedback. If you provide false information, conceal material medical facts, or fail to cooperate, we may terminate the service, refuse a refund, and reserve the right to claim losses.

11. Policy Changes

We may update this policy according to legal, regulatory, commercial, or operating needs. Material changes will be announced through our website or by email where appropriate. The revised policy will generally take effect 7 days after announcement for new service agreements. Existing clients remain subject to the version effective at signing unless they agree in writing to the new version or mandatory law requires otherwise.

12. Contact

Email: [email protected]
Customer support: [email protected]
Phone: +8613716151862