Refund & Cancellation Policy

退款与取消政策

How cancellations, no-shows and refunds work for consultations and pharmacy orders on HansMed.

汉方平台上问诊与药房订单之取消、爽约及退款处理方式。

1. Consultations · 问诊

• You may cancel or reschedule a video consultation up to [to be confirmed] hours before your appointment start time for a full refund or free rescheduling.
• 您可于预约开始时间前 [to be confirmed] 小时或之前取消或改期视频问诊，以获得全额退款或免费改期。
• Cancellations or reschedule requests made less than [to be confirmed] hours before the appointment may not be eligible for a refund.
• 于预约前少于 [to be confirmed] 小时提出的取消或改期请求，可能不符合退款资格。
• No-shows (missing your appointment without notice) are generally treated as a completed consultation and are not refundable, except where required by law.
• 爽约（未事先通知而错过预约）一般视为已完成之问诊，恕不退款，法律另有规定者除外。
• Where a practitioner cancels or is unable to attend, you will be offered a reschedule or a full refund.
• 如中医师取消或无法出席，我们将为您安排改期或提供全额退款。

2. Prescriptions & pharmacy orders · 处方与药房订单

• For safety and regulatory reasons, herbal medicines that have been dispensed or compounded specifically for you cannot be returned or refunded once they have been prepared. This is standard pharmacy practice.
• 基于安全与监管原因，已专为您配制或调配之中药，一经准备即不可退货或退款。此为药房之标准做法。
• If your order arrives defective, damaged, or incorrect (for example, the wrong item was dispensed), please contact us promptly and we will arrange a replacement or refund for the affected item.
• 如您收到之订单存在瑕疵、损坏或错误（例如配错药品），请尽快与我们联系，我们将就受影响之物品安排更换或退款。
• Refund eligibility for orders that have not yet been prepared or dispatched is [to be confirmed].
• 尚未准备或尚未发出之订单之退款资格为 [to be confirmed]。

3. Payments & processing · 付款与处理

• Payments on HansMed are processed through the HitPay payment gateway.
• 汉方之付款透过 HitPay 支付网关处理。
• Approved refunds are issued to the original payment method used for the purchase.
• 经批准之退款将退回至购买时所使用之原付款方式。
• Refunds are typically processed within [to be confirmed] business days, after which the time to appear in your account depends on your bank or card issuer.
• 退款一般于 [to be confirmed] 个工作日内处理，之后款项到账时间取决于您的银行或发卡机构。

4. How to request a refund · 如何申请退款

To request a refund or ask about a cancellation, contact us through our contact page or by email at hello@hansmed.my. Please include your order or appointment reference and a brief description so we can assist you quickly.

如需申请退款或查询取消事宜，请透过我们的联系页面或电邮 hello@hansmed.my 与我们联系。请提供您的订单或预约编号及简要说明，以便我们尽快协助您。

5. Governing law · 管辖法律

This policy is governed by the laws of Malaysia and should be read together with our Terms of Service.

本政策受马来西亚法律管辖，并应与我们的《服务条款》一并阅读。