Payment & Refund Policy

1. Payment Methods

We offer multiple payment options to accommodate international patients. Treatment fees are paid directly to the hospital. Heal In China collects two types of fees: clinical service fees and travel package fees — each with clear refund terms outlined below.

• Online Payment: The preferred method for all fees collected by Heal In China. Secure, instant, and supports multiple currencies. Payment links are sent by your coordinator.
• International Credit Cards: Visa and Mastercard are accepted at most partner hospitals. A processing fee of approximately 2–3% may apply.
• WeChat Pay / Alipay: International versions allow linking foreign bank cards. Convenient for in-hospital expenses and small purchases during your stay.
• Wire Transfer (T/T): For treatment fees and larger payments. Funds typically arrive within 1–3 business days. We provide detailed bilingual remittance instructions.
• Cash on Arrival: Hospitals accept CNY (RMB) cash only. We recommend confirming with your coordinator in advance.

2. Payment Timeline

Your payment journey is structured in clear stages — you always know what you are paying for and when:

• Step 1 — Free Consultation (Limited-time): Online consultation with our medical coordinators is completely free (limited-time offer through December 31, 2026). No payment is required at this stage.
• Step 2 — Treatment Plan & Quotation: The hospital reviews your medical records and issues a formal treatment plan with itemized pricing.
• Step 3 — Clinical Service Fee: Once you confirm the plan and travel dates, pay your clinical service fee (which includes the booking/registration fee) to secure your specialist appointment and surgical slot. The fee amount varies by hospital, department, and specialist level — it is confirmed in your treatment plan. Your travel package fee is also collected at this stage.
• Step 4 — On-site Settlement: Upon arrival, you settle all treatment fees directly with the hospital. Clinical service fees are separate and are not deducted from your treatment bill.
• Step 5 — Post-treatment: Any additional costs (medication, extended stay, follow-up) are settled with the hospital before discharge.

Free Services (Limited-time through Dec 31, 2026): Your initial consultation, hospital matching, visa guidance, and remote coordination are provided at no cost as a limited-time offer. Paid Services: Clinical service fees (bilingual companion service, interpretation service, treatment-period coordination service) and travel package fees (accommodation, transfers, tours) are quoted transparently and collected before your trip.

3. Related Fees

Below is an overview of all fees you may encounter during your medical journey.

• Treatment Fee: Paid directly to the hospital — Heal In China does not handle or hold treatment fees. The exact amount is confirmed in your treatment plan and settled on-site. Refunds are governed by the hospital's own policy; we assist with communication but do not make decisions on your behalf.
• Booking Service Fee (Registration Fee): Variable — depends on the hospital, department, and specialist level. The exact amount is confirmed in your treatment plan. It secures your specialist appointment, surgical slot, and coordinated care schedule. This is a separate charge and is not credited toward treatment fees.
• Companion Service Fee: Quoted based on service scope (number of days, language requirements, specialist escort). Includes bilingual companion service, interpretation service, and treatment-period coordination service. Paid together with the booking service fee before your trip.
• Travel Package Fee: Quoted based on accommodation level, transfer arrangements, and optional tours. Paid together with the clinical service fee before your trip.
• Payment Method: Online payment (preferred), international credit card, or wire transfer.
• Receipt: You will receive written confirmation and a receipt for every payment.

4. Refund Policy

Consultation: Free through December 31, 2026 (limited-time offer) — no refund applicable.

Clinical Service Fee Refunds:

• Visa Denial: Full refund, minus bank transfer fees (approximately ¥100–300). Official visa rejection documentation required.
• Patient Cancellation (30+ days before appointment): Full refund, minus bank fees.
• Patient Cancellation (15–29 days before): 50% refund.
• Patient Cancellation (within 14 days): Non-refundable, but the fee may be applied to one free rescheduling within 6 months.
• Hospital Cancellation: Full refund.
• Force Majeure: Full refund or free rescheduling (see Section 5).
• Service already commenced: If clinical services have partially been provided, fees for completed days are deducted; the remainder is refunded.

Treatment Fee Refunds: Treatment fees are paid directly to the hospital and are not handled by Heal In China. Refunds are governed by each hospital's own refund policy. We assist you in submitting and tracking refund requests, but final decisions rest with the treating hospital.

Travel Package Fee Refunds:

• Recoverable costs: Third-party bookings that can be cancelled free of charge (e.g., refundable hotel reservations) are refunded in full to you.
• Non-recoverable costs: Third-party bookings that cannot be cancelled (e.g., discounted flights, non-refundable hotel deposits) are deducted from your refund. We provide vendor documentation for every deducted amount.
• Heal In China arrangement fee: Our service fee for arranging the travel package follows the same refund tiers as clinical service fees (above).

5. Cancellation Policy

Cancellation by Patient:

• Notify us at least 30 days before your scheduled appointment → full clinical service fee refund (minus bank fees)
• Notify us 15–29 days before → 50% clinical service fee refund
• Notify us within 14 days → clinical service fee non-refundable, but may be applied to one free rescheduling within 6 months

Cancellation by Hospital:

• If the hospital cancels for medical reasons (e.g., patient deemed unsuitable for the procedure after records review) → full clinical service fee refund
• If the hospital cancels for non-medical reasons (e.g., physician schedule conflict, equipment or operating room unavailability, administrative scheduling error) → booking service fee (registration fee) fully refunded, plus assistance with rescheduling at no extra charge

Force Majeure:

• Events beyond either party's reasonable control — including pandemics, government travel bans, natural disasters, or hospital closures — qualify for a full clinical service fee refund or free rescheduling within 6 months.

Travel Package:

• Travel package refunds are independent of the cancellation reason — whether cancelled by the patient, the hospital, or due to force majeure, refunds are calculated based on actual third-party cost recovery (see Section 4). We make every effort to negotiate with vendors (hotels, airlines, transfer providers) for waivers or rescheduling credits. All recoverable costs are refunded to you in full; non-recoverable deductions are documented with vendor receipts.

6. Refund Process & Timeline

• Step 1 — Submit Request: Email info@healincn.com or message us on WhatsApp with your booking reference and reason for refund.
• Step 2 — Review: We review your request within 3–5 business days and confirm the refund amount in writing.
• Step 3 — Refund: Approved refunds are processed within 15 business days, returned to the original payment method.

Bank transfer fees for cross-border refunds (approximately ¥100–300) are borne by the patient. Domestic transfers within China incur no fees.

7. Currency & Exchange Rates

• Quotation Currency: Treatment quotes may be provided in CNY (¥) or USD ($).
• Exchange Rate: The exchange rate at the date of payment, as applied by your bank or the hospital's designated rate, prevails.
• Service Fee Currency: Booking service fees are quoted in CNY.
• Rate Fluctuation: Currency exchange rate fluctuations between quotation and payment are the responsibility of the patient.

8. Insurance Coordination

• We do not directly process insurance claims or accept insurance assignment.
• We provide all necessary medical invoices, receipts, and documentation to support your claim with your insurance provider.
• We strongly recommend purchasing international health insurance and travel insurance before your medical journey.
• If your insurer requires pre-authorization or specific documentation, our coordinators can assist with translation and preparation.
• Public hospital international departments: Most Chinese public hospitals with international departments do not offer direct billing with international insurers. You typically pay out-of-pocket and submit claims for reimbursement afterward.
• Private hospitals: Some private and joint-venture hospitals (e.g., Jiahui Health, United Family Healthcare) may have direct billing arrangements with select international insurance providers. Availability varies by hospital and insurer.
• Confirm before you commit: Before finalizing your treatment plan, contact us with your insurance details. We will verify whether your insurance is accepted at the target hospital and advise on direct billing vs. reimbursement options.
• If you do not currently have insurance that covers treatment in China, we can recommend suitable plans — contact us for details.

9. Dispute Resolution

Any payment-related disputes shall first be resolved through good-faith negotiation. If negotiation fails within 30 days, disputes shall be submitted to arbitration administered by the Shanghai International Arbitration Center (SHIAC), consistent with our Terms & Conditions. The arbitration shall take place in Shanghai, China, and be conducted in English.

For treatment fee disputes between you and the treating hospital, the hospital's internal complaint and dispute resolution process applies. We assist in facilitating communication but are not a party to hospital–patient disputes.