Cancellations and refunds
Plans change, especially when health is involved. This page explains what you get back, and when.
The short version
| When you cancel | Your refund |
|---|---|
| Before we start preparing your trip | Full refund |
| After we have organized your records and booked your appointment | Everything except the $180 pre-trip coordination fee |
| After your escort service has started in China | Everything except the days already provided |
The free consultation costs nothing, so there is nothing to refund.
How it works in detail
When preparation starts. We start preparing your trip when we begin organizing your records or booking your appointment. We tell you in writing when this happens.
Packages. If you cancel after preparation has started but before you travel, we keep $180 and refund the rest of the package price. If you cancel or leave early after arriving, we charge the escort days already provided at our standard rates (full-day escort $350, inpatient support $260, surgery day $420) plus $180, and refund the difference.
Serious illness case management. Paid in two instalments. If you cancel, we charge the work already done, calculated the same way, and refund the rest. Your quote shows how each instalment is calculated.
Single escort services. Cancel at least 24 hours before the escort is due to start for a full refund of that service.
If the hospital changes your plans. If a hospital cancels or postpones your appointment, or does not accept your case after reviewing it, we first try to rebook or suggest another option. If you decide not to go ahead, we treat it as a cancellation before travel: the $180 covers the preparation already done, and everything else is refunded.
Hospital appointment fees
Some hospitals ask for a registration fee when you book. When they do:
- we pay it for you and add it to your pre-trip invoice at cost, as a separate line, with the hospital's receipt;
- if you tell us before the hospital's cancellation deadline (usually the day before your appointment), we cancel the appointment and refund the fee;
- after that deadline, or if the appointment is missed, the hospital keeps the fee and we cannot refund it.
Missed appointments. Hospitals may block online booking for a passport after repeated missed appointments, usually three. Please tell us as early as you can if your plans change.
Fees we never refund
Money you paid directly to others — the hospital, airlines, hotels, the travel agency we work with — follows their own rules. We help you ask, but we cannot refund it ourselves.
How to cancel and when you get your money
Write to us at contact@chinacarejourney.com or on WhatsApp. We confirm your cancellation and the amount within 2 working days, and refund to your original payment method within 7 working days. Your bank may take longer to show it.