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TRISANA MEDGUIDEFOR MEDICAL TOURISM IN CHINA

POLICIES & AGREEMENTS

Refund Policy

When service fees can be refunded, the timeframes that apply, and how refunds are processed.

Please read the complete terms below carefully.

This translation is provided for convenience. If there is any discrepancy, the original Chinese version prevails.

Effective date: October 19, 2026 Updated date: October 19, 2026

This Refund Policy explains when and how fees paid to Trisana Medguide (hereinafter referred to as “we”, “us” or “our”) for medical service coordination, medical planning, remote consultation and related support services (hereinafter referred to as “our services”) are returned to you. It applies to every order you place through our website or application, including payments made through our online payment providers.

By submitting an order and completing a payment, you acknowledge that you have read and understood this Refund Policy. This Refund Policy is an integral part of our User Agreement and Service Agreement and has the same legal effect. Where any provision of this Refund Policy conflicts with the Service Agreement, the refund-related provisions of this Refund Policy shall prevail.

1. Definitions

  1. 1.1 “Order” means a service order created on our platform together with the payment record, service scope and amount confirmed by you at checkout.
  2. 1.2 “Service Fee” means the amount you paid for our coordination and consulting services, excluding any amount passed through to third parties.
  3. 1.3 “Third-Party Costs” means fees charged by hospitals, clinics, laboratories, physicians, insurers, visa authorities, translation agencies, carriers and other third parties for services they provide directly to you.
  4. 1.4 “Service Commencement” means the earlier of (a) the moment we issue a written care plan, hospital shortlist or appointment confirmation to you, (b) the completion of a remote consultation session, or (c) the date on which your hospital appointment is booked and confirmed by the medical institution.
  5. 1.5 “Business Day” means Monday to Friday excluding public holidays in the People’s Republic of China and in the country or region of the payment card issuer.

2. What is refundable

  1. 2.1 The Service Fee paid to us is refundable, in whole or in part, in the situations listed in Section 3 of this Refund Policy.
  2. 2.2 Where we arrange a payment on your behalf to a hospital or other third party, that amount is handled under the refund rules of the medical institution concerned. We will reasonably assist you in submitting the refund request, communicating with the third party and providing payment evidence, but we cannot control the third party’s final decision or timing.
  3. 2.3 Amounts already incurred for work completed before cancellation—for example translation of medical records that has been delivered, specialist opinions that have been issued, or travel and visa documents that have been obtained—are not refundable.

3. Refund eligibility and timeframes

  1. 3.1 Cooling-off. You may cancel an Order and receive a full refund of the Service Fee if you submit the request within 24 hours of payment and before Service Commencement.
  2. 3.2 Before Service Commencement. If you cancel after the cooling-off period but before Service Commencement, we will refund 80% of the Service Fee to cover the administrative work already performed.
  3. 3.3 After Service Commencement. If you cancel after Service Commencement, the refund is calculated on a stage basis: the portion of the service that has not been delivered and cannot be delivered is refundable, and the delivered portion is retained in full.
  4. 3.4 Our cancellation or inability to perform. If we cancel the Order, are unable to match a suitable hospital or specialist within the agreed scope, or fail to deliver the service as described on the product page, you are entitled to a full refund of the Service Fee.
  5. 3.5 Medical reasons. If a licensed physician confirms in writing that the planned service is unsuitable for your condition, or if a visa or entry application is refused for reasons unrelated to our documents, we will refund the undelivered portion of the Service Fee without applying the deduction in paragraph 3.2.
  6. 3.6 Force majeure. Where performance becomes impossible because of war, natural disaster, epidemic control measures, government action, flight suspension or similar events beyond our reasonable control, we will negotiate a refund or postponement with you in good faith and refund the undelivered portion of the Service Fee.

4. Non-refundable items

  1. 4.1 Third-Party Costs that have already been paid to a medical institution or other supplier, subject to paragraph 2.2.
  2. 4.2 Fees for services that were fully delivered, including completed consultations, delivered reports and completed document translation.
  3. 4.3 Refunds of currency-conversion differences charged by your card issuer or bank, and any cross-border remittance charges imposed by an intermediary bank.
  4. 4.4 Costs you incurred independently, such as air tickets, hotel bookings, local transport and travel insurance. These are governed by the terms of the relevant supplier.
  5. 4.5 Requests submitted more than 60 calendar days after the Order was completed, unless a longer period is required by applicable law.

5. Payment failures and duplicate payments

  1. 5.1 If a payment is debited from your account but the Order is not created, or the payment result shows as failed, please contact us with the transaction reference. Once the payment is confirmed by our payment provider, the amount is returned to the original payment method; no charge is applied for this correction.
  2. 5.2 If the same Order is paid more than once because of a network interruption or a repeated click, only one payment is retained. The duplicate amount is refunded in full automatically after verification.
  3. 5.3 Unpaid orders are released and may be cancelled by the system after the deadline shown at checkout. No refund arises from such cancellation.

6. How to request a refund

  1. 6.1 Sign in to your account, open My Account > Orders, select the relevant Order and submit a refund request. You may also contact our customer service by the channels published on the website and quote your Order number.
  2. 6.2 Please provide: the Order number, the reason for the request, the preferred refund amount, and any supporting evidence such as a physician’s statement, visa refusal notice, payment receipt or screenshots of the payment result.
  3. 6.3 We may ask you for additional information once. Please reply within 10 calendar days; a request that remains unsupported after this period may be closed.

7. Review and approval

  1. 7.1 Every request is reviewed by our service team against the Order record, the payment record and the delivery progress actually achieved. We will notify you of the outcome, including the refundable amount and the calculation basis, within 5 Business Days of receiving a complete request.
  2. 7.2 A request may be rejected, in whole or in part, where the situation does not fall within Section 3, where the item is listed in Section 4, or where the information provided is insufficient to verify the claim. Rejections are explained in writing.
  3. 7.3 Where we determine that only part of the amount is refundable, you may accept the partial refund or ask us to reconsider by providing further evidence. Refund and continued performance of the same Order are mutually exclusive: once a full refund is issued, the Order is closed and the related service ends.
  4. 7.4 Our review does not limit any statutory right you may have, and nothing in this Section excludes liability for fraud or for death or personal injury caused by our negligence.

8. Refund method and processing time

  1. 8.1 Approved refunds are returned to the original payment method used for the Order. We do not transfer refund amounts to bank accounts nominated by third parties.
  2. 8.2 Card and wallet payments processed through our payment partners are normally credited back within 3 to 15 Business Days after we submit the refund instruction. The exact timing depends on the issuer, and some issuers post the credit in the next billing cycle.
  3. 8.3 The refund is issued in the currency you paid. If your card issuer converts the amount, the received figure may differ slightly because of exchange-rate movement and the issuer’s conversion fee. Such differences are outside our control.
  4. 8.4 We do not charge a handling fee for refunds. Any fee deducted from the refundable amount, as described in Section 3, is stated in the review notice.

9. Disputes and chargebacks

  1. 9.1 If you are dissatisfied with the outcome of a refund review, please contact our customer service first so that we can investigate and respond. In many cases a misunderstanding about service stages or Third-Party Costs can be resolved with the documents already on file.
  2. 9.2 If you raise a chargeback or payment dispute with your card issuer while a refund request is under review, we may pause our internal review and respond through the issuer’s dispute process.
  3. 9.3 Repeated requests that are unfounded, or requests made in bad faith after the service has been fully delivered, may lead us to limit or suspend the account concerned in accordance with the User Agreement.

10. Changes to this Refund Policy and contact

  1. 10.1 We may update this Refund Policy from time to time. The revised version takes effect on the date published on this page. The version in force is the one that applies to Orders placed while it was published.
  2. 10.2 If any provision of this Refund Policy is held invalid or unenforceable, the remaining provisions continue to apply.
  3. 10.3 For questions about this Refund Policy or about a specific Order, please contact Trisana Medguide customer service through the channels published on our website.

Effective date: October 19, 2026 Updated date: October 19, 2026