Refund Policy

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Patient Guide · Refund Policy

Clear refund rules for medical coordination services.

Our services involve human review, document preparation, translation, hospital communication and appointment coordination. This refund policy explains when a refund may be available and when service work is non-refundable.

Simple principle

  • ✓If no work has started, cancellation may be eligible for refund.
  • ✓Once review, translation, report or coordination work begins, fees may become partially or fully non-refundable.
  • ✓Hospital fees, travel costs and third-party costs follow their own rules.

Refund policy overview

Because our work starts soon after case submission, refund eligibility depends on whether service delivery has started, what work has already been completed, and whether any third-party costs have been incurred.

✓

Before work starts

If you request cancellation before we begin case review, document preparation, translation or coordination, you may be eligible for a refund according to the package terms.

◐

After work starts

If service work has started, a partial refund may be considered based on the completed work, time spent, translation progress and coordination stage.

✕

After delivery

Completed reports, delivered translations, completed appointment coordination or already-used visit support are generally non-refundable.

General refund rules

The following rules apply to SynMedi service fees. Hospital bills, flights, hotels, visa fees and other third-party payments are not controlled by SynMedi.

  • 1
    Cancellation before service starts If you cancel before our team begins reviewing your case, organizing records, translating documents, preparing a report or contacting coordination resources, the service fee may be refundable, minus any payment processing fees if applicable.
  • 2
    Case review or document work already started Once case review, document checking, medical record organization, translation, hospital route analysis or service planning has started, the fee may become partially non-refundable based on the work completed.
  • 3
    Report or written output delivered Once a hospital matching report, written opinion coordination result, evaluation report, translation file or written service output has been delivered, the corresponding service portion is generally non-refundable.
  • 4
    Appointment or hospital coordination already performed If we have already communicated with hospital-side resources, prepared appointment information, coordinated available routes or arranged visit support, the relevant coordination portion may be non-refundable.
  • 5
    Third-party costs are separate Hospital registration fees, examination fees, treatment fees, translation certification fees, hotel bookings, transportation, flights, visa fees and other third-party costs follow the refund rules of the relevant provider.
  • 6
    Patient-provided information matters Refunds may not be available if the service cannot proceed because the patient provides incomplete, inaccurate, misleading or insufficient information, or fails to provide documents required for the selected service.
  • 7
    No refund for medical outcome dissatisfaction SynMedi does not guarantee diagnosis, treatment results, hospital acceptance, doctor availability or cost outcomes. Refunds are not based on whether a patient likes a medical opinion or whether a desired treatment is available.
  • 8
    Refund processing time Approved refunds are usually returned to the original payment method. Bank, card network, payment processor or platform processing time may vary.

Refund by service package

Each package has a different delivery structure. A written report, online specialist coordination and China visit support do not have the same refund logic.

Package Refund may be possible before Usually non-refundable after
Hospital Matching Report Before case review, hospital route analysis or report preparation begins. After the report, hospital direction, cost estimate or next-step plan has been prepared or delivered.
Online Standard Package Before document organization, translation, specialist matching, written inquiry or appointment coordination begins. After bilingual dossier work, translation, written specialist opinion coordination, evaluation report or appointment booking work has started or been delivered.
Patient Visit Coordination Before pre-arrival planning, hospital visit coordination, interpreter scheduling, accommodation support or local arrangements begin. After appointment coordination, interpreter scheduling, airport transfer planning, hotel support, local setup or in-hospital accompaniment has been arranged or used.

Cases where refund is more likely

These situations are usually easier to review because little or no service work has started.

Examples You purchased the wrong package and contacted us before work started; duplicate payment occurred; or you changed your mind before submitting documents and before our team began case review or coordination.

Cases where refund is unlikely

These situations usually involve completed work, reserved resources or limits outside SynMedi’s control.

Examples Report already delivered; translation already completed; appointment coordination already performed; hospital declined the case; doctor availability changed; patient changed travel plans; or the patient disagrees with a medical opinion.

How to request a refund

To help us review the request quickly, please include the payment email, order number and reason for cancellation.

  • 1
    Contact us as soon as possible Refund eligibility is easier to review before work starts. Contact us quickly if you purchased the wrong service or need to cancel.
  • 2
    Provide order details Include your order number, payment email, selected package, patient name or case reference if already submitted.
  • 3
    Explain the reason Tell us whether the issue is duplicate payment, wrong package, change of plan, document problem or another reason.
  • 4
    We review service progress We will check whether review, translation, report preparation, specialist coordination, appointment work or third-party costs have already started.

FAQ

Common questions about refund and cancellation.

Can I get a refund if I purchased the wrong package?

Contact us immediately. If service work has not started, we may help cancel or adjust the order. If work has started, only a partial refund or package adjustment may be possible.

Can I get a refund if the hospital does not accept my case?

Usually no. Hospital acceptance depends on medical suitability, doctor availability, hospital rules and records. SynMedi does not guarantee hospital acceptance.

Can I get a refund if I do not like the specialist opinion?

Usually no. A medical opinion may not match what the patient hoped to hear. Refunds are not based on agreement with medical conclusions.

Are payment processing fees refundable?

Payment processor or card network fees may be non-refundable depending on the payment platform and transaction status.

Are hospital or hotel fees refundable?

Third-party fees follow the rules of the hospital, hotel, airline, transport provider or other service provider, not SynMedi’s refund policy.

How long does a refund take?

After approval, refunds are returned through the original payment method where possible. Processing time depends on your bank, card provider or payment platform.

Need help before choosing a package?

If you are unsure which service fits your situation, submit your case first. We can help you understand whether you need a report, online specialist coordination or China visit support.

Submit Your Medical Case
Important: This refund policy is a service-policy draft for website use and may need review by a qualified legal professional based on your company registration, payment processor, target countries and consumer protection requirements.