This Refund Policy explains how deposits and Lexaid (乐小助) service fees are handled by Shanghai Qile Wuyou Technology Co., Ltd. (上海其乐无忧科技有限公司). It applies to coordination and companion packages sold by Lexaid, not to hospital medical bills paid directly to hospitals.
1. What this policy covers
Covered: Lexaid service fees and trip deposits paid to Qile Wuyou / Lexaid for companion and coordination services.
Not covered: hospital registration, tests, procedures, inpatient stays, medications, insurance, airline tickets, hotels, or other third-party charges, unless we collected them as an agent and the third party’s own refund rules allow a refund.
2. Cooling-off and cancellation before service starts
If you cancel in writing before we begin substantive coordination work (for example, before hospital matching outreach, document preparation, or booking support has started), you may request a full refund of unused Lexaid fees and deposits, minus non-refundable payment-processor fees if applicable.
Once coordination has started, refunds are assessed on remaining unused service value as described below.
3. Partial refunds after coordination begins
Before arrival in China: If you cancel after work has begun but before the companion service start date, we may refund unused portions after deducting documented work already performed (matching, translation prep, scheduling, visa support already delivered). The deduction will be itemized upon request.
After arrival / during companion service: Fees for days or modules already delivered are non-refundable. Unused future companion days may be refunded or credited on a pro-rata basis if cancellation is made with reasonable notice and no non-recoverable third-party costs have been incurred.
No-shows without notice may forfeit remaining prepaid companion time.
4. Changes, postponements, and force majeure
Date changes requested by you are accommodated when feasible; additional costs may apply.
If services cannot proceed due to force majeure (severe weather, epidemic controls, sudden hospital closure, government restrictions) and we cannot offer a reasonable alternative, unused Lexaid fees may be refunded or converted to credit valid for 12 months.
Visa refusal: If you provided accurate documents on time and a visa is refused for reasons outside our control, Lexaid coordination fees already earned are generally non-refundable; unused future modules may be refunded or credited. We do not guarantee visa outcomes.
5. How to request a refund
Email [email protected] with your name, booking/order reference, payment proof, and reason. We aim to respond within 5 business days (Beijing time).
Approved refunds are returned to the original payment method when possible, typically within 7–15 business days after approval, subject to banks and processors.
6. Chargebacks and disputes
Please contact us before initiating a payment dispute so we can resolve issues faster. Fraudulent chargebacks may result in suspension of services.