Refund & Cancellation Policy
Last updated: 2026-03-29
1. Overview
ChinaEasey (“we”, “us”, “our”) offers travel support and medical planning services for visitors to China. This policy explains when and how refunds or cancellations apply. By completing a purchase, you agree to this policy.
2. Service Categories and Refund Eligibility
2a. Arrival Support — $19
One-time arrival support for your first 24 hours in China (app setup, transport, Alipay/WeChat Pay access, live messaging).
- • Full refund if you request cancellation before your designated arrival date and no support session has started.
- • No refund once a live support session has been initiated, regardless of outcome.
- • Service credit (valid 12 months) if your trip is cancelled before departure, upon written request.
2b. Medical Planning — Standard ($149) / Complex ($219)
Structured medical planning session: treatment research, hospital/clinic selection, document preparation, and written care pathway.
- • Full refund if cancelled within 24 hours of purchase, provided no planning work has begun.
- • 50% refund if cancelled after 24 hours but before the planning session is delivered.
- • No refund once the written care pathway or session summary has been delivered.
- • Service credit (valid 12 months) if you need to postpone your trip, upon written request before delivery.
2c. Free Resources (Survival Kit)
The free China Survival Kit is delivered by email at no charge. No refund policy applies.
3. How to Request a Refund
Email support@chinaeasey.com with:
- • Your full name and email address used at checkout
- • Order / transaction reference number
- • The service purchased and reason for the refund request
We aim to respond within 2 business days. Approved refunds are processed within 5–10 business days back to your original payment method.
4. Payment Processing
Payments are currently processed through PayPal. We do not store your full card details. Refunds are issued through the same payment provider used at checkout. Processing fees charged by the payment provider are non-refundable in the case of partial refunds.
5. Exceptions and Disputes
If you experienced a technical failure that prevented service delivery (e.g., a confirmed payment with no confirmation email received), contact us immediately. We will investigate and issue a full refund if confirmed.
We operate in good faith. If you are dissatisfied with the quality of a delivered service, contact us — we will review on a case-by-case basis. However, dissatisfaction with outcomes that were outside the stated service scope (see Terms of Service) does not automatically qualify for a refund.
6. Chargebacks
We strongly encourage contacting us before initiating a chargeback. Chargebacks filed without prior contact may result in account suspension and will be disputed with full delivery documentation.
7. Contact
For refund requests and billing questions:
- Email: support@chinaeasey.com
- Response time: Within 2 business days
For general enquiries visit our Contact page.