Refund & Cancellation Policy

Effective Date: September 2026

At ThePandaWellness, we understand that plans may change. We aim to keep our cancellation and refund process clear and transparent for international clients.

This policy applies to payments made to ThePandaWellness / Sichuan Huifeng Digital Trade Co., Ltd. for our medical service coordination and patient support services.

1. What Your Payment Covers

ThePandaWellness provides international medical service coordination and patient support. Depending on your selected service, our coordination may include:

• Healthcare provider and hospital coordination
• Doctor and appointment scheduling
• Medical record and information communication
• Translation and language support
• Hospital registration and on-site assistance
• Transportation and local logistical coordination
• Other agreed patient support services

Medical diagnosis, treatment, surgery, medication, and other clinical services are provided directly by the relevant hospital or healthcare professional.

Any medical fees charged directly by a hospital, clinic, doctor, or other healthcare provider are subject to the provider's own payment and refund policies.

2. Booking Deposit

A 30% booking deposit is normally required to confirm your scheduled service.

The remaining 70% balance is generally collected after you arrive at the hospital or medical institution for your scheduled service.

Your quotation and service agreement will clearly indicate the applicable service fees and payment arrangements before you confirm your booking.

3. Cancellation & Refund Policy

If you need to cancel your booking, please contact us as soon as possible.

Cancellation more than 7 calendar days before the scheduled service

You may receive a 100% refund of the eligible amount, subject to the applicable payment processing fee described below.

Cancellation less than 7 calendar days before the scheduled service

You may receive a refund of up to 80% of the eligible amount.

The actual refundable amount may depend on services or arrangements that have already been confirmed, booked, or provided on your behalf.

Cancellation after the scheduled service has started

Once the agreed service has started, payments for services already provided or costs already incurred on your behalf are generally non-refundable.

Any remaining eligible amount will be reviewed on a case-by-case basis according to the service agreement.

4. Non-Refundable or Already-Incurred Costs

Certain costs may become non-refundable once arrangements have been made on your behalf.

These may include, where applicable:

• Hospital or clinic registration fees
• Referral or appointment registration fees
• Services that have already been provided
• Translation or interpretation services already completed
• Transportation or accommodation costs already booked
• Third-party fees that cannot be recovered
• Other costs clearly identified as non-refundable in your quotation or service agreement

We will inform you of any known non-refundable costs before you confirm the relevant service whenever reasonably possible.

5. Medical Treatment Fees

ThePandaWellness primarily provides coordination and patient support services.

If you pay a hospital, clinic, doctor, or other healthcare provider directly for medical treatment, that payment is not governed by this policy.

Refunds, cancellations, treatment changes, deposits, and other medical payment matters are subject to the relevant healthcare provider's own terms and conditions.

If a medical service has been paid through an arrangement coordinated by ThePandaWellness, we will assist with communication and coordination with the relevant healthcare provider where appropriate. The final refund decision for the provider's medical charges remains with that provider.

6. Payment Processing Fees

Refunds are normally returned to the original payment method used for the transaction.

ThePandaWellness does not charge a separate refund processing fee. However, a fixed transaction fee charged by the payment service provider may be deducted from the refundable amount.

For example, our current payment terms may involve a payment-provider processing charge of approximately RMB 100 (around USD 15).

This fee is charged by the payment provider rather than by ThePandaWellness.

7. Changes to Your Booking

If you need to change your appointment date, hospital, medical service, or travel schedule, please contact us as early as possible.

We will try to coordinate an alternative arrangement based on hospital availability and the requirements of the relevant healthcare provider.

Additional costs may apply if the change results in new bookings, cancellations, transportation changes, accommodation changes, or other third-party charges.

8. How to Request a Refund

To request a cancellation or refund, please contact us through:

Email: thepandawellness@hotmail.com
WhatsApp: +52 951 164 3851

Please provide:

• Your full name
• Booking or service reference, if available
• Scheduled service date
• Reason for cancellation
• Payment information or transaction reference

We will review your request and confirm the applicable refund amount.

9. Refund Processing Time

Once a refund has been approved, we will initiate the refund to the original payment method.

The time required for the funds to appear in your account depends on the payment provider, bank, card issuer, or other financial institution involved.

ThePandaWellness cannot guarantee the exact time required for the refunded funds to appear in your account.

10. Important Notice

ThePandaWellness provides medical service coordination, communication, and patient support. We do not independently diagnose medical conditions, prescribe medication, or provide clinical treatment.

Medical decisions, treatment suitability, clinical outcomes, and treatment-related refunds are determined by the relevant qualified healthcare professionals and healthcare institutions.

By confirming a booking or making a payment, you acknowledge and agree to the applicable quotation, service agreement, and cancellation and refund terms provided for your specific service.

If you have any questions about our cancellation or refund policy, please contact us before making a payment.