Refund policy
This page restates the cancellation and refund terms that appear in Sections 6.2, 7.2 and 8.1–8.4 of our Website Terms. It adds no rule of its own. Where this page and the Website Terms differ, the Website Terms govern; where the Chinese and English texts differ, the Chinese text governs.
1. What these terms cover
They cover the coordination fee you pay to FamilyAid. They do not cover hospital charges. Registration, investigation, medication, hospital stay and surgical fees are charged by the hospital and paid by you directly; their refund is governed by that hospital's own policy (Section 8.4). We will help you pursue it and will not charge a further coordination fee for rescheduling.
2. Quotation and deposit
A written itemised quotation is valid for 30 days from issue, quoted in USD and payable in RMB at the prevailing rate (Section 6.2). Once the treatment plan and schedule are confirmed, a deposit of USD 300 is payable, with the balance due before the patient arrives (Section 7.2).
3. If you cancel
Send written notice to shanenguoji@familyaid.com.cn. The table below applies to the deposit. In every tier, costs already incurred or which cannot be recovered — a hospital deposit, translation already delivered, ticketing, third-party bookings — are deducted first.
| Notice given | What happens to the deposit |
|---|---|
| More than 30 days before the service starts | Refunded, less a 10% administration charge |
| 15–30 days before | 50% withheld |
| Less than 15 days before | Non-refundable |
4. If we cancel
Where we cancel for any reason other than your breach or force majeure, we refund what you have paid for services not delivered (Section 8.2).
5. Force majeure
Where performance becomes impossible through events outside reasonable control — natural disaster, epidemic, government action, war, civil disturbance, strike, hospital closure or control measures, transport interruption, or a change in visa or entry policy — neither party is in breach. We refund the amount for services not delivered, after deducting third-party costs that cannot be recovered (Section 8.3).
6. Your rights as a consumer
Nothing here removes rights you hold under the law of where you live and cannot waive by contract, including the EU Unfair Contract Terms Directive (93/13/EEC) and the UK Consumer Rights Act 2015 (Section 14.4).
7. How a refund is paid
To the account the original payment came from, in the currency it was received.