Refund Policy
Last updated: 26 October 2026
This policy explains when you can have your money back for a check-up voucher or a home-testing kit bought on this website, and how the refund is paid.
1. On-site check-up vouchers
| Situation | Refund | How |
|---|---|---|
| Voucher not booked yet (including one whose appointment was cancelled) | Full refund | Cancel the voucher yourself in My Account |
| Appointment booked, more than 5 days before the check-up | Full refund | Cancel the appointment first (this counts as one change), then cancel the voucher in My Account |
| Within 5 days of the check-up, after the check-up, a missed appointment, or an expired voucher | No refund | Our team may make an exception in special circumstances |
| The hospital or Medova cannot arrange your appointment and you do not accept another date | Full refund, whatever the date | Contact our team |
2. Home-testing kits
| Situation | Refund | How |
|---|---|---|
| Delivery not arranged yet | Full refund | Cancel the kit yourself in My Account |
| Delivery arranged but the kit not dispatched yet | Full refund | Contact our team |
| Kit dispatched | No refund |
3. Interpreter fees
An interpreter fee is refunded together with the voucher it belongs to.
4. How the refund is paid
- We pay the refund within 5 working days of receiving your request. Your bank or card issuer may take a few more days to show it.
- The refund goes back to the original payment method, in the original currency, for the original amount. Differences caused by your bank’s exchange rate or fees are not covered.
- We never ask for your bank account details for a refund.
- The total refunded on an order is never more than what was paid for it.
5. Contact
For a refund that you cannot request in My Account, contact our team by WhatsApp, WeChat or email at service@medovacheckup.com, with your order number.
至愈国际医疗管理咨询（北京）有限公司 (Medova Medical Consulting (Beijing) Co., Ltd.), 北京市大兴区魏善庄镇中心路100号院1号楼2层1928室.