Refund & Reschedule

Your Guide to a Worry-Free Journey
Thank you for choosing HangZhouHealth (HZH). To ensure a seamless experience, we have outlined these transparent terms.
Your commitment through payment initiates our shared pledge to your health and well-being.

I. Standard Booking Process

  1. Online Consultation: Submit your medical or wellness needs via the official HZH website or App.
  2. Pre-screening: Provide medical records for a confidential preliminary assessment by our team.
  3. Bespoke Proposal: Receive a personalized plan covering medical projects, itinerary, and pricing.
  4. Contract & Deposit: Sign the formal agreement and pay the deposit to secure your medical slots.
  5. Visa Assistance: HZH assists in preparing all necessary documents for your Chinese visa.
  6. Arrival Service: Enjoy VIP airport transfers and dedicated concierge support upon landing.

II. Cancellation & Refund Policy

We understand that unforeseen circumstances may arise when planning international travel.
If you need to cancel your trip for any reason, refunds will be processed according to the following policy
based on the time we receive your written or email cancellation notice in Beijing Time:

  • 30 days or more before departure (inclusive):
  • A full refund of all payments made will be issued, minus any actual bank charges incurred for international wire transfers.
  • 15 to 29 days before departure:
  • 80% of the total amount paid will be refunded.
  • 7 to 14 days before departure:
  • 50% of the total amount paid will be refunded.
  • Within 7 days before departure:
  • No refund will be provided. However, a one-time rescheduling option is available. Please refer to the rescheduling policy below for details.
    Please note:
    If the itinerary includes any third-party costs that have already been incurred and are non-refundable, such as visa service fees, issued transportation tickets, or confirmed medical/hotel reservations, these costs will be deducted based on the actual amount incurred or explained separately. The final contract or confirmation document shall prevail.Refunds are processed based on the notice period (Beijing Time):

III. Rescheduling Policy

  • Application: If unable to depart within 7 days of the date, you may apply for a deferral.
  • Validity: Deposits and medical slots remain valid for 180 days from the original date.
  • Fees: No rescheduling fee is charged, but seasonal price gaps in hotels or clinics must be covered.

IV. Special Considerations

  • Insurance: We strongly recommend purchasing international medical travel insurance.
  • Data Accuracy: Truthful medical history is vital; concealment may lead to refusal of treatment.
  • Remote Assessment: Critical cases require a pre-travel video consultation with experts.
  • Dynamic Adjustments: Itineraries may be adjusted based on your actual health status upon arrival.

V. Refund Methods & Timelines

  • Refunds will be returned to your original payment account, or by another method mutually agreed upon by both parties.
  • The exact time for the refund to be received may vary depending on the payment channel and bank processing times.
    We will process the refund as soon as possible after the review has been completed.

VI. Force Majeure

In cases of natural disasters, pandemic shifts, or government mandates, HZH will negotiate alternative solutions (rescheduling or partial refunds) to minimize your losses.