Payment and Refund Policy

Last updated on 25 September 2026.

Scope of the Policy and Covered Services

This Payment and Refund Policy applies to all health insurance products and related services offered through journoflaxi for customers in Singapore. It covers premiums paid for individual and family health insurance policies, add-on riders for critical illness coverage, hospitalisation benefits, outpatient treatments and any bundled wellness programmes directly linked to active policies. The policy does not extend to third-party insurance products sold through external brokers or government schemes such as MediSave or MediShield Life administered by the Central Provident Fund Board.

Prices, Currencies, Taxes and Additional Charges

All quoted premiums are in Singapore dollars and include applicable goods and services tax at the prevailing rate. Customers may incur additional charges for policy administration fees, medical underwriting assessments or late payment penalties as disclosed at the point of purchase. Currency conversion fees apply if payment is made from an overseas account and are borne by the customer. Premium rates are reviewed annually and any adjustments are communicated at least thirty days before renewal.

Accepted Payment Methods, Authorisation and Security

Payments are accepted via major credit and debit cards, internet banking, GIRO direct debit and electronic wallets approved for use in Singapore. All transactions are processed through secure payment gateways that comply with Payment Card Industry Data Security Standards. Authorisation occurs immediately upon submission and funds are held until the policy is issued or the transaction is declined. journoflaxi does not store full card details on its systems.

Order Confirmation and Contract Formation

A contract is formed only after journoflaxi issues a formal policy document or coverage confirmation following receipt of full payment and any required medical declarations. An email acknowledgement is sent within two business days confirming receipt of payment but does not constitute acceptance of cover. Customers should review the policy wording carefully upon receipt as coverage commences only on the stated effective date.

Cancellation Rights and Applicable Cancellation Periods

Policyholders in Singapore enjoy a fourteen-day free-look period from the date of policy delivery during which the contract may be cancelled for a full refund of premiums paid, less any medical examination costs incurred. After this period, cancellations are permitted at renewal dates or upon material change in circumstances such as relocation abroad, subject to pro-rata premium adjustments. Early termination of multi-year policies may attract surrender charges outlined in the policy schedule.

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available for cancellations within the free-look period, overpayments identified during reconciliation and situations where coverage is declined after payment due to underwriting. Premiums are non-refundable once a claim has been paid or the policy has been in force beyond the free-look period. Administrative fees, stamp duties and costs of any medical reports obtained are excluded from refunds.

Procedure to Request a Refund

To initiate a refund, submit a written request via the contact form on the Contacts page or email [email protected]. Include the policy number, full name of the insured, bank account details for electronic transfer and a clear statement of the reason for the request. Supporting documents such as the original policy document or proof of payment may be required. Requests are acknowledged within five business days.

Inspection, Approval, Rejection and Notification

Refund requests are reviewed within ten business days. journoflaxi may request additional information or clarification. Approval results in issuance of a refund confirmation letter. Rejection notices include the specific grounds and information on how to appeal or provide missing documentation. All decisions are final once communicated in writing.

Refund Method, Processing Time and When Funds Should Reach the Customer

Approved refunds are returned via the original payment method or bank transfer to a Singapore-registered account. Credit card refunds appear within seven to fourteen business days depending on the card issuer. Bank transfers are completed within five business days after approval. Customers are responsible for verifying receipt and notifying journoflaxi if funds are not received within twenty business days.

Special Rules for Digital Content, Subscriptions and Promotional Offers

Digital policy documents and online portals are non-returnable once accessed. Subscription renewals continue automatically unless cancelled before the renewal date. Promotional discounts applied at inception are forfeited upon cancellation after the free-look period. Any cashback or loyalty credits earned through promotional campaigns are voided if the policy is cancelled within six months of purchase.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

Failed payments result in suspension of coverage until cleared funds are received. Duplicate charges are investigated and credited within fourteen days upon verification. Chargeback requests are treated as cancellations and may lead to policy termination. Suspected fraudulent activity triggers immediate account review and reporting to relevant Singapore authorities including the Monetary Authority of Singapore and the Singapore Police Force.

Mandatory Consumer Rights in Singapore

This policy does not exclude or limit any rights available under the Consumer Protection (Fair Trading) Act, the Insurance Act or guidelines issued by the Monetary Authority of Singapore. Policyholders retain the right to refer disputes to the Financial Industry Disputes Resolution Centre for mediation. Cooling-off rights and fair treatment obligations remain fully enforceable regardless of any contractual terms.

Contact Route, Policy Changes and Last Updated Date

Queries regarding this policy should be directed to [email protected] or +65 1800 248 8000. journoflaxi reserves the right to amend the policy at any time with notice published on the website at least thirty days in advance. The most current version always supersedes earlier editions. This document was last updated on 25 September 2026.