Payment and Refund Policy

Last updated: 24 September 2026.

Scope of the Policy and the Products or Services It Covers

This Payment and Refund Policy applies to all health insurance products and related services offered through mediavoxra to customers in Singapore. It covers individual and family health insurance plans, including hospitalisation, outpatient treatment, critical illness coverage, and supplementary riders. The policy governs premium payments, policy renewals, endorsements, and any associated administrative fees. It does not extend to third-party insurance products sold through external platforms or non-insurance services such as financial advisory consultations.

Prices, Currencies, Taxes, and Any Additional Charges

All premiums and fees are quoted in Singapore Dollars (SGD). Prices include applicable Goods and Services Tax (GST) at the prevailing rate unless otherwise stated. Additional charges may apply for policy modifications, late payments, reinstatement fees, or medical underwriting. Customers are responsible for any bank charges or foreign transaction fees if paying from overseas accounts. mediavoxra reserves the right to adjust premiums annually based on actuarial reviews, regulatory changes, or claims experience, with at least thirty days' written notice.

Accepted Payment Methods, Payment Authorisation, and Payment Security

Accepted payment methods include major credit and debit cards, internet banking transfers, GIRO direct debit, and electronic wallets approved in Singapore. Payments are authorised in real time through secure gateways compliant with PCI-DSS standards. Authorisation holds funds until the transaction is completed or declined. mediavoxra does not store card details; all processing occurs via certified third-party providers. Recurring premiums via GIRO require a signed authorisation form, and customers receive confirmation of successful setup.

Order, Booking, or Service Confirmation and When a Contract Is Formed

A binding contract forms upon successful payment of the initial premium and issuance of the policy document or certificate of insurance. Customers receive an electronic confirmation email containing policy details, coverage summary, and terms. For group health plans, the contract commences on the agreed effective date after full premium receipt. No coverage applies until payment clears and the policy is activated. Provisional receipts may be issued for pending payments, but they do not constitute final acceptance.

Cancellation Rights and Applicable Cancellation Periods

Customers may cancel a newly purchased health insurance policy within fourteen days from the date of policy issuance, known as the free-look period under Singapore regulations. Full refund of premiums paid is available provided no claims have been made. After the free-look period, cancellation is permitted at any time but refunds are calculated on a pro-rata basis less any applicable administrative fees and non-refundable portions. Policyholders must notify mediavoxra in writing to exercise cancellation rights.

Refund Eligibility, Exclusions, and Non-Refundable Items or Services

Refunds are eligible for overpayments, duplicate charges, policy cancellations within the free-look period, or when coverage is declined due to underwriting. Exclusions include premiums for periods where coverage was active, claims already paid, administrative fees, and any taxes remitted to authorities. Promotional discounts or bundled services are non-refundable once the policy commences. Refunds are not granted for voluntary cancellations after the free-look period beyond the pro-rata calculation.

The Step-by-Step Procedure and Information Required to Request a Refund

To request a refund, submit a written request via the contact form on the Contacts page or email [email protected]. Include the policy number, full name, contact details, reason for refund, and supporting documents such as bank statements or payment receipts. Requests must be made within the eligible timeframe. mediavoxra acknowledges receipt within five business days and may request additional information if needed. Incomplete requests will delay processing.

Inspection, Approval, Rejection, and Notification of the Refund Decision

Upon receipt, mediavoxra reviews the request against policy terms and Singapore insurance regulations. Approval or rejection occurs within fifteen business days. Customers are notified by email with the decision rationale. If rejected, an explanation and any appeal options are provided. Approved refunds are processed without further action from the customer unless verification of bank details is required.

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

Refunds are issued to the original payment method where possible, such as crediting the credit card or reversing GIRO. Processing takes up to thirty business days after approval, depending on the financial institution. Customers receive confirmation once the refund is initiated. For bank transfers, funds typically appear within seven to fourteen business days after processing begins.

Special Rules for Digital Content, Subscriptions, Services, or Promotional Offers Where Relevant

Health insurance policies involve continuous coverage and are treated as subscription services. Digital policy documents and online portals do not qualify for separate refunds once access is granted. Promotional offers, such as waived premiums for the first month, are forfeited upon cancellation. Automatic renewals continue unless cancelled in advance, and no refund applies to the renewed period if coverage was utilised.

Failed Payments, Duplicate Charges, Chargebacks, and Suspected Fraud

Failed payments trigger immediate notification and a grace period of thirty days to rectify before policy lapse. Duplicate charges are investigated and refunded promptly upon verification. Chargebacks are handled according to card network rules, potentially leading to policy suspension. Suspected fraud results in immediate account review, possible reporting to authorities, and denial of refund requests until resolved. Customers must report unauthorised transactions within forty-eight hours.

Mandatory Consumer Rights in the Target Country That the Policy Cannot Exclude

This policy operates alongside rights under the Consumer Protection (Fair Trading) Act, Insurance Act, and Monetary Authority of Singapore guidelines. Nothing in this policy excludes or limits statutory rights to fair treatment, accurate disclosure, or dispute resolution through the Financial Industry Disputes Resolution Centre. Customers retain the right to lodge complaints with the relevant regulatory bodies regardless of this policy's terms.

Contact Route, Policy Changes, and Last-Updated Date

For questions, contact mediavoxra using the details on the Contacts page or via [email protected] and 1800 248 8000. 1 Finlayson Green, Singapore 049246 serves as the registered address for formal correspondence. This policy may be updated periodically to reflect regulatory changes; the latest version supersedes prior ones. Continued use of services after updates constitutes acceptance. The last-updated date appears at the beginning of this document.