Summary — What the Client needs to know

This policy sets out when and how the Client may cancel or reschedule the Client’s Goji health screening appointment, and what refund the Client is entitled to. The table below gives a quick overview. Full details follow in the sections below.

 

Timing	Cancel — Refund	Reschedule
Within 24 hrs of Booking Confirmation*	100% refund	Free (one-time)
More than 72 hrs before appointment	100% refund	Free (one-time)
72 hrs to 48 hrs before appointment	50% refund	30% admin fee applies
Less than 48 hrs before appointment	No refund	Not permitted
No-show (no prior notice)	No refund	Not permitted

 

* The 24-hour cooling-off period runs from the time the Client’s Booking Confirmation is issued, not from the time of payment. It applies once per booking and takes priority over all other windows if they overlap.

Refunds are returned to the Client’s original payment method. Payment processing fees are absorbed by Goji and are not deducted from the Client’s refund.

 

1. Scope and Definitions

1. This policy applies to all bookings made through Goji Health Care Limited (“Goji”) for health screening coordination services, including the Essential Checkup, Targeted Checkup, and Premium Retreat packages.

2. In this policy, “appointment” means the Client’s scheduled health screening session at a Goji Partner Hospital. “Booking Confirmation” means the written notice sent by Goji confirming the Client’s appointment has been scheduled. “Coordination Fee” means the amount the Client paid to Goji for coordination services.

3. All time references in this policy are calculated by reference to the Client’s appointment start time (not midnight on the day of the appointment). For example, if the Client’s appointment is scheduled for Friday at 09:00 CST, the 72-hour window closes on Tuesday at 09:00 CST and the 48-hour window closes on Wednesday at 09:00 CST. The Client’s Booking Confirmation will state the exact deadline times applicable to the Client’s booking.

4. Working days for the purposes of this policy are calculated by reference to Chinese business days: Monday to Friday, excluding Mainland China public holidays.

 

 

2. 24-Hour Cooling-Off Period

1. The Client may cancel a booking for any reason within 24 hours of receiving the Client’s Booking Confirmation and receive a full refund of the Coordination Fee. This right applies regardless of how soon the Client’s appointment is scheduled.

2. The cooling-off period runs from the time the Booking Confirmation is issued by Goji, not from the time of payment. If there is a delay between payment and Booking Confirmation (for example, while a coordinator reviews the Client’s intake), the Client will not lose cooling-off time during that interval.

3. The cooling-off right may be exercised once per booking only. Once exercised, it is extinguished and cannot be applied to a rescheduled appointment under the same booking reference.

If the Client’s appointment is scheduled within 24 hours of the Client’s Booking Confirmation, the cooling-off right still applies and takes priority over all other cancellation windows.

 

 

3. Cancellation

3.1 Cancellation more than 72 hours before the appointment

1. Where the Client cancels more than 72 hours before the appointment start time, the Client will receive a full refund of the Coordination Fee.

2. The Client may also reschedule the appointment free of charge once. The rescheduled appointment is subject to Partner Hospital availability.

3.2 Cancellation between 72 hours and 48 hours before the appointment

3. Where the Client cancels between 72 hours and 48 hours before the appointment start time, the Client will receive a refund of 50% of the Coordination Fee. Goji retains 50% to cover non-recoverable costs incurred with the Partner Hospital.

4. Rescheduling in this window is permitted but subject to an administrative fee of 30% of the Coordination Fee. The fee is deducted from the amount paid; no additional payment is required.

3.3 Less than 48 hours before the appointment

Cancellations and rescheduling requests made less than 48 hours before the appointment are not accepted. No refund is payable.

5. Where the Client does not attend the appointment without prior notice (“no-show”), no refund is payable and no rescheduling right arises.

 

 

4. Rescheduling

1. One free rescheduling is available per booking, subject to the time window rules set out in Section 3. The free rescheduling right must be requested before the relevant window closes.

2. Rescheduled appointments are subject to availability at the relevant Partner Hospital. Goji will use reasonable endeavours to secure an alternative appointment within 30 calendar days of the Client’s original appointment date.

3. The cooling-off right (Section 2) does not apply to rescheduled appointments.

 

 

5. Special Circumstances

5.1 Visa denial

1. If the Client is unable to attend the appointment due to a formal denial of a visa or entry permit to Mainland China, Goji will offer the Client one free rescheduling within 12 months of the Client’s original appointment date, or a refund of 80% of the Coordination Fee (Goji retaining 20% as an administrative fee).

2. To activate this right, the Client must notify Goji within 7 calendar days of receiving the denial and provide documentary evidence. Acceptable evidence includes an official denial letter, or a system-generated screenshot from the visa authority’s portal showing the Client’s name, application reference number, and denial date.

3. A delay in visa processing that prevents attendance is not equivalent to a visa denial and does not activate this clause. Goji recommends applying for a visa at least 4 weeks before the appointment date.

5.2 Medical emergency

4. If the Client is unable to attend due to a medical emergency affecting the Client or an immediate family member (defined as spouse, parent, child, or sibling), Goji will offer one free rescheduling within 12 months of the Client’s original appointment date. A full refund is not available under this clause.

5. The Client must notify Goji within 24 hours of the emergency and provide a medical certificate or hospital attendance record within 7 calendar days. Goji reserves the right to request additional supporting documentation.

5.3 Force majeure

6. If Goji is unable to fulfil a booking due to a Force Majeure Event — meaning a public health emergency declared by competent government authorities, or a government-ordered restriction that the relevant Partner Hospital has confirmed in writing prevents it from delivering the booked services — Goji will notify the Client as soon as reasonably practicable and offer the Client either:

(a) a full refund of the Coordination Fee; or

(b) a credit note of equivalent value, valid for 12 months from the date of issue.

7. A travel advisory issued by any government authority outside mainland China does not constitute a Force Majeure Event under this policy. Goji recommends that the Client obtain appropriate travel insurance to cover this risk.

8. Force majeure credit notes and refunds cover the Coordination Fee only. Goji accepts no liability for third-party costs including flights, accommodation, or visa fees.

5.4 Cancellation by Goji

9. If Goji cancels a booking for reasons within its control (including where a Partner Hospital becomes unavailable or where Goji identifies a safety concern based on the Client’s intake information), the Client will receive a full refund of the Coordination Fee. No administrative fee is deducted.

5.5 Duplicate payments

10. If a duplicate payment is identified before the Client’s Booking Confirmation is issued, Goji will refund the surplus amount in full with no administrative fee. If identified after the Client’s Booking Confirmation is issued, the standard cancellation policy applies to the duplicate booking. The Client is responsible for avoiding duplicate bookings.

 

 

6. Refund Process

6.1 How to request a cancellation

1. To cancel a booking, the Client must submit a written cancellation request to help@healthgoji.com. Cancellation requests submitted by voice message are not valid. The cancellation is effective from the time Goji’s system receives the Client’s written request, not from the time of sending.

2. The cancellation request must include the Client’s full name, booking reference number, and the reason for cancellation. Where the Client is claiming under a special circumstance (Section 5), the relevant supporting documents must be attached at the time of submission.

6.2 Processing and payment

3. Goji will acknowledge the Client’s cancellation request within one business day and confirm the applicable refund amount.

4. Approved refunds will be returned to the original payment method used at the time of booking. Refund processing times vary depending on the Client’s payment provider and are outside Goji’s control once the refund has been submitted.

5. All refund amounts are calculated on the basis of the total amount paid to Goji. Payment processing fees incurred by Goji (including card processing fees) are not deducted from the Client’s refund.

6. Refunds are issued in the same currency as the Client’s original payment. Goji does not adjust refund amounts for exchange rate movements occurring after the Client’s original payment date.

7. If a refund to the Client’s original payment method is not possible (for example, because the card has been cancelled), Goji will contact the Client to arrange a bank transfer. Bank transfer fees incurred in such cases are payable by the Client.

6.3 Refund request deadline

8. Refund requests arising from a completed appointment (for example, a dispute about service quality) must be submitted within 30 calendar days of the date the Client’s health report is delivered. Requests submitted after this deadline will not be accepted. This deadline does not apply where Goji initiates a cancellation.

6.4 Disputes

9. If the Client believes the refund amount is incorrect, the Client should contact the Client’s coordinator in the first instance. If the matter is not resolved within one business day, the Client may escalate by sending a written complaint to claim@healthgoji.com. Goji will respond in writing within 5 business days. If the matter remains unresolved, it may be referred to the dispute resolution procedure set out in Goji’s Terms and Conditions.

Raising a dispute directly with the Client’s card issuer (chargeback) without first following the above process may delay resolution. Goji encourages the Client to use the process above, which is designed to resolve most issues within 5 working days.

 

 

7. Policy Versioning and Language

1. This policy is effective from 1 April 2026. The version of this policy in force on the date the Client’s Booking Confirmation is issued governs the Client’s booking. Policy updates do not apply retrospectively to confirmed bookings.

2. This policy is published in English and Simplified Chinese. Both versions carry equal legal effect. In the event of any conflict between the English and Chinese versions, the English version prevails.

3. The current version of this policy is always available at gojihealth.com/cancellation-policy.