1. Service Model & What You Purchase

We charge users in only two scenarios:

• Membership plans (paid member, family / child-account, guardian-companion): upon activation we issue prepaid health-checkup vouchers ("Vouchers") to your account, and certain plans grant child-account slots.
• One-time vouchers (e.g. student exam voucher): a single prepaid voucher for one specific checkup, unlocked once the report is uploaded.

Creating an appointment does not charge you through our platform; it only switches a Voucher from "unused" to "used". Appointment cancellation and monetary refund are two different things (see Sections 5 and 3–4).

2. General Principles

• Eligible refunds are issued in full, with no processing fee deducted (we absorb the payment-processing fee).
• Refunds are returned to the original payment method (credit card / PayNow / other supported method).
• On approval, all Vouchers issued by that purchase are voided and the related subscription / slots are terminated.
• Only successfully paid orders can be refunded; an order that was never paid is not a completed transaction.

3. Membership Plan Refunds

A refund is available only if every benefit issued by that purchase remains entirely unused, namely: every Voucher issued is still "unused" (not bound to any appointment), and no child-account slot has been occupied. If any such benefit has been used, no refund is available (this also applies to partial refunds).

4. One-Time Voucher Refunds

A one-time voucher (e.g. student exam voucher) is refundable only while it remains "unused" (not yet bound to any appointment). Once redeemed, used, or expired, it is non-refundable.

5. Appointment Cancellation vs. Refund

Cancelling an appointment involves no monetary refund; it only affects Voucher availability:

• ≥24 hours before the appointment: the bound Voucher is automatically restored to "unused" and is usable again until its original expiry date.
• Less than 24 hours before: self-service cancellation is not permitted; please contact customer support.
• Clinic-side cancellation / service unavailable: the bound Voucher is automatically restored to "unused" (expiry is not extended); please rebook another Partner Clinic before the original expiry.
• Out-of-pocket charges not covered by a Voucher are collected directly by the Partner Clinic, not via our platform; please contact the clinic for any such refund.

6. Refund Process

1. Submit a request via "Account Settings → My Plans → Request Refund", or contact us at support@vcare.com.sg.
2. Provide your order number and the reason for the refund.
3. We will review and respond within 3 business days (approval, or rejection with a reason).
4. Approved refunds are returned via the original payment method within 7–14 business days; final crediting depends on your bank / payment provider.
5. On approval, all Vouchers issued by the refunded purchase are voided and the related subscription / slots are terminated.

7. Non-Refundable Cases

• Any Voucher from the purchase has been bound, used, redeemed, or has expired.
• Any child-account slot from a family plan is occupied.
• The order was never successfully paid.
• Fraudulent information was provided, or the Terms of Service were breached.

8. Dispute Resolution

If you disagree with a refund decision, please contact us at support@vcare.com.sg within 14 days of the decision. Singapore users may also seek assistance under the Consumer Protection (Fair Trading) Act (CPFTA).

9. Contact Us

一、服務模型與您購買的內容

本平台向用戶收款的場景僅有兩類：

• 會員方案（付費會員、含子帳號、監護人陪同）：方案啟用後，本平台依方案內容發放健檢預付券（下稱「健檢券」）至您的帳戶，部分方案另含子帳號名額。
• 一次性券（如學生體檢券）：單張預付券，可預約一次特定健檢服務，上傳報告後解鎖完成。

建立預約本身不向本平台扣款，僅將券狀態由「未使用」切換為「已使用」。「預約取消」與「金流退款」是兩件不同的事（見第五條與第三、四條）。

二、共通原則

• 合格之退款一律全額退款，不扣手續費（金流處理費由本平台吸收）。
• 退款僅退回原付款方式（信用卡 / PayNow / 其他支援之方式）。
• 退款核准後，該筆購買所發放之全部券同步作廢，相關訂閱 / 名額一併終止。
• 僅付款成功之訂單可申請退款；未完成付款之訂單不成立交易。

三、會員方案退款

可退款的唯一條件為：該方案此次購買所發放之全部權益均尚未被使用——即每一張健檢券皆為「未使用」（未綁定任何預約），且未有任何子帳號名額被占用。只要任一權益已被使用，即不可退款（部分退款亦同受此限）。

四、一次性券退款

一次性券（如學生體檢券）僅在仍為「未使用」狀態時可退（尚未綁定任何預約）。一經兌換、使用或過期，即不可退款。

五、預約取消與退款之區分

取消預約不產生金流退款，僅影響券的可用狀態：

• 看診日 24 小時（含）以前取消：所綁定之券自動退還為「未使用」，可於原到期日前再次使用。
• 看診日前未滿 24 小時：應用程式不允許會員自行取消，請聯絡客服協助處理。
• 合作診所端取消 / 無法提供服務：所綁定之券自動退還為「未使用」（有效期不延長），請於原到期日前另行預約其他合作診所。
• 健檢券未涵蓋之自費項目由合作診所直接向用戶收取，不經本平台，相關退款請逕洽該診所。

六、退款申請流程

1. 於本平台「個人設定 → 我的方案」點選「申請退款」，或來信 support@vcare.com.sg。
2. 提供：訂單編號、退款原因。
3. 本平台於 3 個工作天內審核並回覆（核准，或駁回並說明理由）。
4. 核准後，款項於 7–14 個工作天內依原付款方式退回；實際入帳時間以發卡行 / 付款機構為準。
5. 核准生效後，該筆購買所發放之全部券同步作廢，相關訂閱 / 名額終止。

七、不可退款情形

• 此次購買發放之券有任一張已綁定、已使用、已兌換或已過期。
• 含子帳號方案之任一子帳號名額已被占用。
• 訂單未完成付款。
• 用戶提供不實資訊或違反《服務條款》。

八、爭議處理

若對退款結果有異議，請於收到退款決議後 14 日內來信 support@vcare.com.sg。新加坡用戶亦得依《消費者保護（公平交易）法》（CPFTA）尋求協助。

九、聯絡我們