Refund policy

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Guide · Refund Policy

Clear Refund Policy for Medical Coordination Services.

Our services include expert analysis, medical document preparation, translation, interaction with hospitals, and appointment coordination. This policy clarifies when refunds are possible and when work performed is considered rendered.

Key Principles:

  • ✓If work has not yet begun, a full or partial refund is possible upon order cancellation.
  • ✓Once work on case analysis, translation, or coordination has begun, the cost of services may become partially or fully non-refundable.
  • ✓Expenses for clinics, transportation, accommodation, and third-party services are governed by their own rules.

Refund Policy Overview

Since our work begins shortly after a case is submitted, the right to a refund depends on whether services have started, how much work has been completed, and whether third-party expenses have been incurred.

✓

Before Work Begins

If you submit a cancellation request before our team has begun case analysis, document preparation, translation, or coordination, you may be eligible for a refund according to your package terms.

◐

After Services Begin

If work on the service has already begun, a partial refund may be considered, taking into account the volume of work already completed, time spent, translation progress, and coordination stage.

✕

After Completion

Completed reports, executed translations, finalized appointment coordination, or already utilized visit support are generally non-refundable.

General Refund Rules

The rules below apply to SynMedi service fees. Expenses for hospital medical services, airline tickets, hotels, visas, and other third-party payments are not under SynMedi's control.

  • 1
    Cancellation Before Services BeginIf you cancel your order before our team has begun case analysis, medical data preparation, translation, report compilation, or coordination resource allocation, the service fee may be refunded (minus bank transaction fees).
  • 2
    If Case Analysis or Document Work Has BegunOnce the process of case analysis, document verification, systematization of medical history, translation, or itinerary planning has been initiated, the cost may become partially non-refundable depending on the volume of completed work.
  • 3
    If Report or Other Work Results Have Been DeliveredAfter the clinic selection report, second opinion coordination results, translation, or other final documents have been sent to you, the corresponding portion of the service fee is non-refundable.
  • 4
    If Coordination Activities Have Been CompletedIf we have already negotiated with clinic representatives, prepared appointment information, agreed on itineraries, or organized visit support, the coordination portion of the fee may be non-refundable.
  • 5
    Third-Party Expenses Are SeparateHospital registration fees, costs of medical tests, treatment, translation certification, hotel bookings, transportation, flights, and visa fees follow the refund policies of the respective service providers.
  • 6
    Impact of Patient InformationA refund may not be possible if the service cannot proceed due to the patient providing incomplete, inaccurate, misleading information, or a lack of documents.
  • 7
    No Refund for Disagreement with Medical OpinionSynMedi does not guarantee diagnoses or treatment outcomes. Refunds are not provided on the grounds that the patient disagrees with the doctor's conclusions or the chosen protocol.
  • 8
    Refund Processing TimeframesApproved refunds are usually returned via the same method as the original payment. The crediting timeframe depends on your bank, payment system, or platform operator.

Refunds Depending on Service Package

Each service package has its own assistance structure. Reports, remote consultation coordination, and visit support have different refund logics.

Service Package Refund Possible Until Typically Non-Refundable After
Clinic Selection Report Before case analysis, itinerary planning, or report preparation begins. After the report, clinic recommendations, cost calculations, or action plan have been prepared or delivered to you.
Standard Online Package Before document systematization, translation, specialist selection, remote request coordination, or appointment booking begins. After work on the bilingual dossier, translation, second opinion coordination, report, or appointment booking has begun or been completed.
Patient Visit Coordination Before visit planning, interpreter assignment, accommodation booking, or other local organizational measures begin. After appointment coordination, interpreter assignment, transfer organization, hotel booking, or in-hospital support have been completed.

Situations Where a Refund is Most Likely

These cases are usually easier to consider, as the volume of services rendered is minimal or work has not yet begun.

Examples: You mistakenly purchased a package and contacted us before work began; a duplicate payment occurred; or you changed your plans before submitting documents and before our team started reviewing the case.

Situations Where a Refund is Unlikely

These cases are usually associated with work already performed, resources reserved, or limitations beyond SynMedi's control.

Examples: The report has already been delivered; translation is completed; appointment coordination is done; the clinic rejected the case; the doctor changed the schedule; the patient changed plans; the patient disagrees with the doctor's opinion.

How to Submit a Refund Request

For us to promptly review your request, please attach your payment email, order number, and a detailed reason for cancellation.

  • 1
    Contact Us as Soon as PossibleThe right to a refund is easier to assess before work starts. Let us know if you purchased the wrong package or no longer need the service.
  • 2
    Provide Order DetailsInclude the order number, payment email, package name, patient name, and case reference if already submitted.
  • 3
    Justify the ReasonSpecify the reason: duplicate payment, error in package selection, change of plans, document issues, or other.
  • 4
    Service Progress AnalysisWe will check if analysis, translation, report preparation, specialist coordination, or third-party expenses have begun.

FAQ

Frequently asked questions about the refund policy.

Can I get a refund if I chose the wrong service package?

Contact us immediately. If work on the package has not started, we will help cancel or re-process the order. If work has started, only a partial refund or recalculation towards another package may be possible.

Is payment refunded if the hospital refuses the case?

Generally, no. The hospital's decision depends on medical indicators, completeness of documents, and hospital rules. SynMedi does not guarantee hospital case approval.

Is a refund possible if I didn't like the doctor's opinion?

Generally, no. A doctor's second opinion is an independent professional assessment. Refunds are not made on the grounds that the patient disagrees with the clinic's conclusions.

Are payment system fees refunded?

Fees from banks, payment gateways, or processing platforms may be non-refundable according to the rules of the payment operators themselves.

Are expenses for hotels or hospital services refunded?

Third-party expenses are governed by the policies of the respective providers (hospitals, hotels, airlines), not by SynMedi's refund policy.

How long does a refund take?

Once a refund is approved, funds are sent back via the same method used for payment. The crediting timeframe depends on your bank or payment system.

Need help before choosing a service package?

If you are unsure which service suits your situation, submit a request for an initial assessment. We will advise whether you need a report, consultation coordination, or full travel organization.

Submit Medical Documents
Important: This refund policy is a sample template for website use and requires legal review by a qualified attorney, considering your company's jurisdiction, payment methods, and consumer protection regulations.