Refund and Cancellation Policy

1. Scope of This Policy

This Refund and Cancellation Policy explains when and how refunds are made for services purchased from AsiaMedHub. It forms part of our Terms of Service. It applies to coordination service fees paid to us. It does not apply to medical fees, which are charged by the treating hospital or clinic and are subject to that institution's own rules.

Terms of Service

2. Two Kinds of Payment

Please note the distinction, because it determines what can be refunded:

• Coordination service fees: paid to AsiaMedHub for arranging, translating, coordinating, and following up. These are refundable according to the rules below.
• Medical fees: paid to the hospital, clinic, or physician for examination, treatment, medication, and hospital services. We do not set or retain these fees. Refunds follow the treating institution's policy.

3. Aftercare and Follow-Up Packages

For our aftercare packages, refunds are calculated on the work already performed at the time you cancel:

• Assessment and Records Review (USD 299): full refund if you cancel before we begin; 50% refund if we have begun reviewing your records; no refund once your written assessment report has been delivered.
• Structured Follow-Up (USD 1,499): full refund before work begins; 50% refund within the first 14 days of the service period; a pro-rata refund of the unused complete months thereafter, calculated in whole months.
• Extended Coordination (USD 3,999): full refund before work begins; 50% refund within the first 30 days; a pro-rata refund of the unused complete months thereafter. Where a dedicated coordinator, in-country escort, or interpreter has already been assigned and scheduled, the cost of that committed time is deducted before any refund is calculated.

4. Standalone Services

Our standalone services are priced individually and have their own refund rules:

• Medical Records Translation (USD 99): full refund if you cancel before we start translating; no refund once translation has begun, because the work is bespoke and cannot be resold.
• Video Consultation with a Chinese Specialist (USD 149): full refund if you cancel more than 48 hours before the scheduled time; 50% refund if you cancel between 48 and 24 hours before; no refund for cancellations less than 24 hours before, or for failure to attend. If we cancel or the specialist fails to attend, you receive a full refund.

5. Cancellation Deadlines and Administrative Charge

Cancellations must be sent to us in writing by email to the address at the end of this policy. The date we receive your email is the date used to calculate any refund. Except where you cancel before any work has begun, or where we cancel for our own reasons, a flat administrative charge of USD 25 per cancelled service is deducted from the refundable amount to cover payment processing and administrative costs.

6. When No Refund Is Payable

A refund is not payable where: (1) the service has already been fully delivered; (2) you have provided inaccurate or incomplete information that prevents the service from being performed; (3) you fail to attend a scheduled appointment, consultation, or video call without notice; (4) you decide not to travel or not to proceed with treatment recommended by a physician, which affects medical fees under the hospital's own rules rather than the coordination service fee; (5) the request is made after the service period has ended; or (6) a refund would be contrary to applicable law or payment network rules.

7. How to Request a Refund

Email us with the subject line "Refund request", quoting your order number, the service purchased, the date of purchase, and the reason for your request. We will acknowledge your request within 2 business days and give you a decision within 10 business days of receiving all the information we need.

8. Processing Time and Method

Approved refunds are issued to the original payment method. Once approved, refunds are normally processed within 10 business days. Your bank or card issuer may take a further 5 to 10 business days to credit the funds to your account. Refunds are made in the same currency as the original payment. We do not charge a fee for issuing a refund, but currency exchange differences and any charges levied by your bank or card issuer are outside our control and cannot be reimbursed.

9. Chargebacks and Disputes

If you are unhappy with a charge, please contact us first, as we will almost always be able to resolve the matter faster than a formal dispute. If you raise a chargeback with your card issuer instead, we will provide the issuer with our records of the service, including this policy, the Terms of Service you accepted, and evidence of the work performed. Filing a chargeback does not remove your obligation to pay for services already delivered.

10. Contact Us