Refund Policy

1. General Principles

At MedTrustChina, we strive to provide transparent and fair services. However, as a medical tourism facilitator, our refund policy is subject to the terms and conditions of our third-party service providers (hospitals, airlines, hotels, etc.) in addition to our own service agreements.

All refund requests must be submitted in writing to our support team. Refunds are processed in the original currency and method of payment, unless otherwise agreed.

2. Service Fee Refunds

Our service fees cover the costs of medical matching, case management, and logistical coordination. Refunds for these fees are determined as follows:

Consultation & Medical Matching Fee

• Fully Refundable: If we are unable to provide a suitable hospital or specialist recommendation within 7 business days of receiving your complete medical records.
• Non-Refundable: Once the Medical Plan and Cost Estimate have been delivered to you, this fee is non-refundable as the service is considered fully performed.

Concierge & Coordination Fee

If you cancel your trip after engaging our concierge services:

• More than 14 days before departure: 80% refund of the concierge fee.
• 7 to 14 days before departure: 50% refund of the concierge fee.
• Less than 7 days before departure: Non-refundable.

3. Third-Party Refunds

Refunds for services provided by third parties are subject exclusively to their respective cancellation and refund policies. MedTrustChina will assist you in filing these claims but cannot guarantee their outcome.

• Hospital Deposits/Payments: Refunds are determined by the hospital's policy. Generally, deposits may be partially refundable if surgery is cancelled due to medical reasons verified by a doctor.
• Flights & Travel: Subject to the airline's fare rules (e.g., non-refundable vs. flexible tickets).
• Accommodation: Subject to the hotel's cancellation policy.

4. Non-Refundable Items

The following items are strictly non-refundable under any circumstances:

• Visa application fees and associated processing charges once submitted to authorities.
• Translation fees for documents already translated.
• Bank transaction fees, wire transfer fees, and currency conversion losses.
• Insurance premiums once the policy coverage period has started.

5. Force Majeure

In the event of cancellations due to "Force Majeure" (e.g., pandemics, natural disasters, government travel bans, war), MedTrustChina will make every effort to recover funds from third-party providers.

For our own service fees, we may offer a credit for future services valid for 12-24 months in lieu of a cash refund, depending on the specific circumstances.

6. Refund Process

1. Submission: Email your refund request to support@medtrustchina.com with your Case Number and reason for cancellation.
2. Review: Our team will review your request against this policy and third-party terms within 5 business days.
3. Processing: Approved refunds are typically processed within 15-30 business days, depending on bank processing times and third-party recoveries.

7. Contact Us

If you have any questions about this Refund Policy, please contact us at:
support@medtrustchina.com