General principle
We aim to be transparent about when coordination fees may be refundable and when they may not. A refund review looks at the service scope you purchased, what work has already been delivered, what time has been reserved, and whether any external costs have already been incurred for your case.
Unless a written agreement states otherwise, this policy covers only payments made directly to Medical Tourism China for our own coordination services.
Important boundary
Hospital bills, consultation fees, visa fees, courier costs, flights, hotels, and other third-party payments are controlled by the provider that collected them. We may help communicate, but we cannot promise their refund outcome.
When a refund may be available
A full or partial refund may be possible in situations like the following:
Before work begins
If a paid coordination service has not yet started, a full or near-full refund may be available depending on any administrative handling already completed.
Partial completion
If only part of the agreed work has been delivered when the service stops, we may consider a partial refund for the undelivered portion.
Unable to perform
If we cannot deliver a paid coordination item due to our own inability to perform it, we may refund the part that was not delivered.
Written exception
If your case has a custom written agreement with different refund terms, that agreement will guide the final review.
When refunds may be limited or unavailable
Refunds are often reduced or unavailable after meaningful coordination work has already been done.
- After medical records have been organized, translated, summarized, or shared for coordination purposes.
- After hospitals, doctors, or administrative teams have already been contacted on your behalf.
- After appointment slots, interpreters, escorts, transport, or other case resources have been reserved.
- When cancellation is caused by a change of mind, personal schedule change, visa denial, travel disruption, or medical decisions outside our control.
- When non-refundable third-party charges have already been incurred as part of the coordination process.
How reserved support time is treated
Some coordination services require us to block time or commit external resources in advance.
Interpreter bookings
Interpreters and language support may require advance reservation. Late cancellation can make all or part of that reserved time non-refundable.
Escort and on-site support
Patient escort or on-the-ground assistance may involve staff scheduling commitments that cannot always be reassigned at short notice.
Scheduling work
Once our team has invested coordination time into arranging appointments, provider communication, or itinerary planning, that completed work may not be refundable.
Case-by-case review
We review the actual work performed and the timing of cancellation rather than relying on a one-size-fits-all formula.
Refund review process
To keep the process fair and documented, we generally review refund requests in the following sequence:
1. Request received
You submit the reason for the refund request together with identifying payment and service details.
2. Scope checked
We compare the request against the agreed service scope, progress already completed, and any custom written terms.
3. Cost boundary reviewed
We separate our own coordination fees from hospital or other third-party charges that we do not control.
4. Decision issued
We respond within a reasonable time and explain whether a full refund, partial refund, or no refund applies.
- Refund decisions are tied to work already delivered, reserved time, and provider-side constraints.
- Case-specific written agreements override general wording on this page where applicable.
- We do not guarantee refunds from hospitals, embassies, airlines, hotels, or other independent providers.
How to request a refund review
To help us review your request efficiently, please include the following information:
- Your full name and the contact method used for the case.
- The service date or booking reference related to the payment.
- Proof of payment or enough payment details for us to identify the transaction.
- A short explanation of why you are requesting the refund and when cancellation was communicated.
Need clarification before you pay?
If you want to understand what fees belong to us, what fees belong to hospitals, or how cancellation may affect your case, contact us before confirming the service.