Last Updated: July 2026
1. Overview
SinoMediMate provides non-medical companion services, including translation, navigation assistance, appointment scheduling support, and emotional companionship. We do not provide medical advice, diagnosis, or treatment. By booking our services, you agree to the following refund and cancellation terms.
2. Payment Structure
- Deposit: A 10% deposit is required at the time of booking to secure your companion.
- Balance: The remaining 90% balance is due before the service begins.
3. Cancellation by Customer
Our cancellation policy is based on the time of notice prior to the scheduled service start time:
- More than 48 hours before: Full refund of the amount paid. 100% of your deposit will be returned.
- 24 to 48 hours before: 50% refund of the amount paid. You will receive half of your deposit.
- Less than 24 hours before: No refund. Cancellations within 24 hours, or failure to appear without prior notice ("No-Show"), are non-refundable.
Reasoning: Our companions reserve this time exclusively for you and turn down other requests. Late cancellations prevent us from rebooking the slot.
4. Companion No-Show
If your assigned companion fails to arrive at the meeting point within 30 minutes of the scheduled start time, and we cannot provide a qualified replacement, you will receive a 100% full refund of all amounts paid.
5. Cancellation by SinoMediMate
In the rare event that we must cancel the service (e.g., companion illness, emergency):
- You will receive a 100% full refund immediately.
- Alternatively, with your consent, we may reschedule the service at no extra cost or assign a different qualified companion.
6. Hospital or Doctor Factors
If the hospital cancels the appointment or the doctor is unavailable due to reasons beyond our control, we will assist in rescheduling. If rescheduling is not possible or desired by the customer, a full refund for the unused portion of the service will be issued. Hospital fees are paid directly to the hospital and must be arranged with them per their own policy.
7. Emergency During Service
If the patient's health condition worsens unexpectedly, requiring immediate emergency care that interrupts the companion service:
- The service is considered complete up to the point of handover to medical staff.
- Charges will be calculated based on the actual time spent. Any prepaid amount for unused time will be refunded.
8. Visa Rejection or Travel Disruption
If you are unable to travel to China due to visa rejection, flight cancellation, or border closure:
- With written proof submitted at least 48 hours before the service start time: Full refund of the amount paid.
- Without written proof or within 48 hours: Standard cancellation tiers in Section 3 apply.
9. Lateness & Waiting Time
- Our companions will arrive at the designated meeting point 10 minutes early.
- If the customer arrives late, the companion will wait for up to 30 minutes. This waiting time is included in the booked service duration.
- If the customer is more than 30 minutes late without notice, the companion reserves the right to leave. In this case, the service is considered "No-Show," and no refund will be issued.
10. How to Request a Refund
To request a cancellation or refund, please contact us immediately via:
- Email: support@withyora.com
Please include your Order ID and Reason for Cancellation.
11. Refund Processing Time
Approved refunds will be processed within 5–7 business days. The funds will be returned to the original payment method (Credit Card/PayPal/WeChat Pay/Alipay). Currency conversion fees charged by your bank or payment provider are non-refundable by SinoMediMate.
12. Dispute Resolution
We strive to resolve all issues amicably. If you are dissatisfied with the service, please contact us before initiating a chargeback with your bank.
SinoMediMate