Coordination Service Fee & Refund Policy
This policy applies to MedTravel China's USD 300 platform coordination service fee. The platform adheres to the principles of a single base fee, no hidden markups and no fund pool, and sets out clearly the point of collection, the scenarios for repayment and refund, and the refund procedure, so that patients are fully informed and their funds remain safe. Any medical fees at the hospital are not covered by this policy and are handled under the hospital's own refund rules.
1. When & How the Fee Is Collected
- check_circleThe USD 300 coordination fee is charged once, at the time the case form is submitted, through compliant channels such as PayPal, international wire transfer, Visa or MasterCard;
- check_circleAfter submission, a coordinator confirms the scope of services with you item by item and you sign the Service Agreement — no further payment is required — and your case then proceeds to hospital submission and specialist assessment;
- check_circlePayment is accepted through compliant channels including PayPal, international wire transfer and Visa/MasterCard, and the platform issues an international electronic invoice and a payment receipt.
2. Refund Where the Initial Review Cannot Proceed
If, after an initial review, the medical records genuinely cannot meet the hospital's assessment requirements (for example, the records are critically incomplete and cannot be supplemented locally, or the condition is unsuitable for long-distance travel to China), the platform will tell you honestly and advise against traveling. In that case the USD 300 coordination fee already collected will be refunded in full through the original payment channel, and the patient incurs no financial loss.
3. Full-Refund Scenarios
- check_circleAfter the coordination fee has been collected, if severely incomplete prior records make it genuinely impossible for the platform to carry out any effective hospital coordination and no translation or assessment work product has actually been produced, a full refund is initiated under the compliance terms;
- check_circleA full refund likewise applies when the platform itself is unable to continue providing the service and the patient has not received the corresponding work product.
4. Work Product Delivery & Non-Refundable Cases
Once a case has entered the formal coordination stage and the translation and specialist assessment work products have actually been completed, the completed deliverables — including the Bilingual Medical Record Organization and the Preliminary Specialty Assessment & Treatment Planning Letter — are delivered to the patient in full regardless of the hospital's assessment outcome, so that the patient can continue seeking options in their home country or in a third country. In this situation the coordination fee is not subject to a full refund. If the patient terminates the engagement unilaterally after services have started, for personal reasons, the matter is handled in accordance with the Service Agreement.
5. Applying for a Refund & Time Limits
Where a refund scenario applies, the patient or a family member applies through the dedicated coordinator or by email (vip@chinamedtourist.com). After verification, the platform generally refunds the fee through the original payment channel within 15 working days; where an international wire transfer involves bank charges, the refund follows the bank's actual settlement. Medical fees already paid directly at the hospital are handled under the hospital's official refund procedure and remain independent of the platform coordination fee.
6. Application & Updates
This policy is updated together with the platform's latest public notices; the specific rights and obligations of the parties are governed by the International Patient Cross-Border Medical Coordination Service Agreement signed between them and by the latest published version of this policy.