Refund Policy
Last updated: May 27, 2026
1. What this page covers
This page is a plain-language summary of how refunds work for paid Coordination Service plans. It is published for transparency and ease of reference. In case of any conflict, our Terms of Service §6.3-6.5 is the controlling document.
This Refund Policy applies to fees you pay to WellChina for Coordination Services under the Starter, Navigator, and Concierge plans described on our plans page.
This page does not apply to:
- Medical fees charged by hospitals — your medical contract is directly with the hospital. Any refund of medical fees is between you and the hospital
- Visa fees, government fees, vaccinations, insurance premiums, or third-party bookings (hotels, transportation) — these are non-refundable through WellChina because we never collect them
- Currency-conversion differences applied by your card issuer
2. Refund schedule — Concierge plans
For Concierge plans booked for a specific trip date:
| When you cancel | Refund of Plan Fee |
|---|---|
| 10 or more days before service start | Full refund |
| Less than 10 days, more than 24 hours before service start | 50% refund (we have already begun preparation) |
| Less than 24 hours before service start | No refund (resources are locked) |
| After the service has begun | Pro-rata refund of unused service days; days already delivered are non-refundable |
3. Starter and Navigator plans
Starter and Navigator are delivered immediately on purchase as digital research and document outputs. Once delivered, these plans are generally non-refundable.
If you believe a Starter or Navigator deliverable was not provided as described at checkout, contact disputes@wellchina.top within 30 days of purchase. We will review in good faith and refund all or part of the Plan Fee where the deliverable does not match what was promised.
4. Special circumstances
| Situation | What happens |
|---|---|
| Chinese visa denial (where you applied through ordinary channels) | Refund of Plan Fee less the reasonable administrative costs we actually incurred, capped at USD 50, on production of the official refusal notice |
| Chinese border refusal | Same as visa denial |
| Hospital cancellation (the hospital you were matched to cancels through no fault of yours) | Full refund of Plan Fee, plus best-effort assistance finding an alternative |
| WellChina fails to deliver (we cannot dispatch a translator, complete a key task, or perform a material part of the service) | Full refund of Plan Fees for unused service days, pro-rata refund for any partly-performed day, plus a 10% goodwill credit of the Plan Fee |
| Medical complications or outcome dissatisfaction | Not refundable through WellChina — the medical contract is with the hospital and any remedy lies there |
| Other situations not listed here | Contact us at disputes@wellchina.top. We review each case individually and may issue a goodwill refund or credit at our discretion |
5. Non-refundable items
The following are not refundable in any circumstance:
- Service days already delivered (translator dispatched, task completed)
- Digital deliverables already sent (Starter / Navigator research outputs)
- Medical fees paid to a hospital or clinic
- Third-party fees (visa, insurance, hotels, transportation) you paid directly
- Chargeback fees imposed on us by Stripe where a chargeback you raised was decided against you (see §7)
6. How to request a refund
| Step | What to do | Timing |
|---|---|---|
| 1 | Email disputes@wellchina.top with: your order ID, the plan you purchased, the reason for the refund, and any supporting documents (e.g. visa refusal notice) | Anytime |
| 2 | We acknowledge and respond | Within 5 business days |
| 3 | If your refund is approved, we issue it to the original payment method | Within 30 calendar days |
You can usually find your order ID in the receipt email we sent you, or on your orders page.
7. Chargebacks
If you have a billing concern, please contact us first at disputes@wellchina.top. Most refund issues are resolved within 5 business days.
If you initiate a credit-card chargeback without first contacting us, and the chargeback is decided against you, we reserve the right to:
- recover from you the chargeback fee imposed by Stripe (currently USD 15 per disputed charge), and
- suspend your Account pending resolution
This is not designed to discourage genuine disputes — it exists because chargebacks raised before contacting us cost us substantially more to handle and often resolve in the user's favour if we are simply asked.
8. EU, EEA, UK, and Switzerland cooling-off
If you are a consumer in the European Union, the European Economic Area, the United Kingdom, or Switzerland, you have a statutory right to withdraw from a service contract within 14 days of conclusion under Directive 2011/83/EU and equivalent UK and Swiss law.
For Concierge and similar plans, service performance typically begins immediately on booking confirmation. When it does, you will be asked at checkout to confirm — in two separate, non-pre-ticked checkboxes — that:
- you expressly request that the service begin immediately, and
- you acknowledge that once we have fully performed the service you will lose your right to withdraw under Article 16(a) of the Directive
If you withdraw before performance is complete, you pay only for the proportion of service we have already delivered up to the moment you notify us.
EU consumers may also use the EU Online Dispute Resolution platform.
Nothing on this page reduces any mandatory consumer-protection right that the law of your country of habitual residence gives you. Where such law provides a more favourable refund or limitation rule, that rule applies.
9. Contact
For refund requests, billing disputes, or chargeback questions: disputes@wellchina.top
For everything else, see the Contact section of our Terms of Service.