Payment Terms
ProHealth Medical Mobile Application
These Payment Terms govern all payments made through the ProHealth Medical mobile application (the "Mobile App"). The terms "we", "us", "our", "PMG", "ProHealth Medical" and "ProHealth Medical Group" mean ProHealth Medical Group Ltd and its holding company, subsidiaries, affiliates and related companies. The terms "you", "your" and "yours" mean any user of the Mobile App.
By making a payment through the Mobile App, you agree to these Payment Terms. These Payment Terms form part of, and should be read together with, our User Terms and Conditions (in particular Section 5 and Section 7) and our Privacy Policy Statement. In the event of any conflict on payment or refund matters, these Payment Terms shall prevail.
1. Payment Methods
1.1 We accept payment through the methods made available in the Mobile App, which may include: (a) credit cards; (b) debit cards; (c) digital wallets; (d) bank transfer; (e) Faster Payment System (FPS); (f) PayMe; (g) AlipayHK; (h) WeChat Pay HK; and (i) any other methods we may introduce from time to time.
1.2 You must be authorised to use the payment method you select.
1.3 We may add, remove or change accepted methods at any time without notice.
1.4 We may use third-party payment processors. Their terms and privacy policies may also apply. We are not responsible for their acts or omissions, except to the extent required by law.
1.5 We do not store full card numbers. Payment data is handled by our payment processors in accordance with PCI DSS and our Privacy Policy.
1.6 Transactions made via Alipay, WeChat Pay or credit card are processed through secured third-party payment gateways. We do not control those gateways and are not responsible for their acts or omissions, except to the extent required by law.
2. Currency and Taxes
2.1 All amounts are in Hong Kong dollars unless otherwise stated.
2.2 You are responsible for any taxes, duties, levies or charges applicable to your purchase.
2.3 If your payment method is issued in a different currency, your bank or card issuer may apply exchange rates and fees. We are not responsible for those charges.
3. Pre-payment
3.1 Some services, products or appointments may require full pre-payment before the service is provided, confirmed or reserved.
3.2 The amount and timing will be shown at checkout or in the service description.
3.3 Pre-payment does not guarantee a specific healthcare provider, time slot or product unless expressly confirmed by us.
3.4 If we cannot provide the pre-paid service, we will offer a refund or reschedule in accordance with Section 7.
3.5 Pre-payment may be required for telemedicine, vaccinations, health screening packages, specialist consultations, health equipment and health products, and procedures requiring a reserved time slot or third-party provider.
4. Deposit
4.1 Some services may require a deposit to reserve an appointment, procedure, health screening, vaccination, health equipment or health product.
4.2 A deposit is part of the total fee and will be applied against the final amount payable. A deposit is not a separate fee unless expressly stated.
4.3 A deposit may be forfeited if you cancel outside the permitted period or fail to attend, in accordance with Section 7.
4.4 A deposit does not guarantee a specific provider, time slot or product unless expressly confirmed.
4.5 Where a deposit is paid to a third-party provider, their cancellation and forfeiture rules may also apply.
5. Downpayment
5.1 Where a service is provided in stages or over time, we may require a downpayment.
5.2 The downpayment will be applied against the total fee.
5.3 If you fail to pay the balance when due, we may suspend or cancel the service and the downpayment may be forfeited in accordance with Section 7.
5.4 The amount and timing will be shown at checkout or in the service description.
5.5 Downpayments may be required for multi-session treatment plans, dental or orthodontic plans, health programmes delivered over time, surgical or procedure packages, and long-term health equipment or monitoring plans.
6. Authorisation to Charge, Checkout Accuracy and Failed Payments
6.1 By providing your payment details, you authorise us and our payment processors to charge the amount shown at checkout, including pre-payments, deposits, downpayments and any balance due.
6.2 We will not charge you an amount greater than authorised, except where you have agreed to additional charges (for example, no-show fees or cancellation fees).
6.3 Please ensure all appointment details, services selected, personal details and payment amounts are accurate before proceeding to checkout. We are not responsible for issues caused by inaccurate information submitted at checkout.
6.4 By proceeding to checkout and confirming payment, you agree to adhere to our clinic schedule, cancellation and rebooking policies, as set out in these Payment Terms and the User Terms and Conditions.
6.5 If a payment fails, is declined or is reversed, we may: (a) suspend or cancel your appointment, order or account; (b) require an alternative payment method; and (c) charge reasonable administrative costs.
6.6 You are responsible for any chargebacks, and we may recover reasonable costs associated with chargebacks.
6.7 If an amount remains unpaid, we may suspend your account and refer the matter to a debt collection agency or take legal action.
7. Refund Policy
This Section 7 should be read together with Section 5 of the User Terms and Conditions. In the event of any conflict, this Section 7 prevails on payment and refund matters.
7.1 General Principles
7.1.1 Refunds are subject to these Payment Terms and any refund policy shown at the time of purchase.
7.1.2 As a general principle, payments processed are non-refundable once confirmed, except as expressly provided in this Section 7 or as required by law.
7.1.3 Refunds are calculated on the amount actually paid, not on any undiscounted, list or promotional price, unless expressly stated.
7.1.4 Refunds will be made to the original payment method where possible.
7.1.5 Refunds are subject to any non-excludable rights under applicable Hong Kong law, including the Sale of Goods Ordinance (Cap. 26), the Supply of Services (Implied Terms) Ordinance (Cap. 457) and the Trade Descriptions Ordinance (Cap. 362).
7.1.6 Where a refund is required by law, we will process it in accordance with the law.
7.2 Refunds Where We Cancel
7.2.1 If we cancel and you have paid, we will offer: (a) a full refund of the amount paid for the cancelled service; or (b) a reschedule, at your choice, unless the cancellation is due to your act or omission.
7.2.2 If we cancel due to force majeure or irresistible adverse conditions (including typhoons, natural disasters, earthquakes, power outages, government actions, epidemics, pandemics, civil unrest, strikes, or human factors such as staff shortages or industrial action), we will offer a refund or reschedule.
7.2.3 If we cancel part of a package or bundle, the refund will be calculated on the undiscounted price of the cancelled portion, unless the package or bundle terms state otherwise.
7.3 Refunds Where You Cancel Within the Permitted Period
7.3.1 If you cancel within the cancellation period stated at booking, we will refund the amount paid, less any non-refundable deposit or administrative fee stated at checkout.
7.3.2 The cancellation period may vary by service:
| Service type | Typical cancellation period | Typical deduction |
|---|---|---|
| Standard GP consultation | 24 hours before appointment | None |
| Specialist consultation | 48 hours before appointment | Deposit may be retained |
| Vaccination | 24 hours before appointment | Deposit may be retained |
| Health screening | 48–72 hours before appointment | Deposit or administrative fee |
| Telemedicine | 2–4 hours before appointment | None or small fee |
| Health equipment / products | Before dispatch | Return shipping and handling |
| Multi-session package | Before first session | Undiscounted price of used sessions |
7.3.3 The applicable cancellation period and deductions will be shown at checkout or in the service description. If there is any inconsistency, the checkout disclosure prevails.
7.3.4 Cancellation must be made through the Mobile App, by email, or by any other method we specify.
7.4 Refunds Where You Cancel Outside the Permitted Period
7.4.1 If you cancel outside the permitted period, or fail to attend, we may: (a) retain the deposit, pre-payment or downpayment; (b) charge a cancellation fee or no-show fee; and (c) refuse a refund.
7.4.2 The amount retained or charged will be reasonable and disclosed at checkout or in the service description.
7.4.3 Where you cancel for medical reasons supported by a medical certificate, we may, at our discretion, offer a reschedule or refund, less any non-recoverable third-party costs.
7.5 Refunds for Services Already Provided
7.5.1 Fees for services already provided are non-refundable, unless: (a) the service was not provided in accordance with these Payment Terms, the User Terms and Conditions, or applicable law; (b) the service was defective, unsafe, or not provided with reasonable care and skill; or (c) a refund is required by law.
7.5.2 If you believe a service was not provided properly, you must contact us within 30 days of the service date, with details and supporting evidence.
7.5.3 We will investigate and respond within a reasonable time. If we agree, we may offer a refund, partial refund, reschedule, or re-supply of the service.
7.6 Refunds for Health Equipment and Health Products
7.6.1 Refunds for PMG-Supplied Health Equipment and Health Products are subject to the return policy stated at purchase and any non-excludable statutory rights.
7.6.2 For hygiene and safety reasons, certain items may not be returnable once opened or used, unless defective. Examples include: opened CGM sensors; used pill cutters; opened consumables; opened or used wearable devices where hygiene is a concern; opened sleep apnea monitoring accessories; and items marked as non-returnable at purchase.
7.6.3 If an item is defective, you must notify us within a reasonable time. We will arrange a replacement, repair or refund in accordance with the Sale of Goods Ordinance (Cap. 26) and the manufacturer's warranty.
7.6.4 Return shipping costs may be borne by you unless the item is defective or the return is required by law.
7.6.5 Refunds may be subject to a restocking or handling charge where permitted by law.
7.7 Refunds for Telemedicine
7.7.1 If a telemedicine session cannot be completed due to a technical failure on our side, we will offer a reschedule or refund.
7.7.2 If the failure is on your side (for example, no internet, incompatible device, failure to attend), we may not refund.
7.7.3 If the session is terminated by the healthcare provider for clinical or safety reasons, we may offer a partial refund or reschedule.
7.7.4 If a prescription is issued, the consultation fee is generally non-refundable.
7.8 Refunds for Packages and Bundles
7.8.1 Refunds are calculated on the undiscounted price of the services already used.
7.8.2 The remaining balance (if any) is refundable, less any non-refundable deposit or administrative fee.
7.8.3 If the package includes a complimentary item, its value may be deducted from any refund.
7.8.4 If the package is subject to a minimum commitment period, early termination may result in a reduced refund or no refund, as disclosed at purchase.
7.9 Refunds for Promotional or Discounted Items
7.9.1 Promotional, discounted, bundled or complimentary items may be non-refundable and non-transferable.
7.9.2 If a refund is permitted, it will be calculated on the amount actually paid, not the undiscounted price, unless required by law.
7.10 Refunds for Third-Party Provider Services
7.10.1 Where a service is provided by a third-party provider, their refund and cancellation rules may apply.
7.10.2 We will disclose this at checkout where practicable.
7.10.3 We will use reasonable efforts to assist you, but we are not responsible for the third-party provider's acts or omissions, except to the extent required by law.
7.11 Refund Method and Timing
7.11.1 Refunds will be made to the original payment method where possible.
7.11.2 Refunds may take 7 to 30 business days to process, depending on the payment provider, bank or card issuer.
7.11.3 We are not responsible for delays caused by third parties.
7.11.4 If the original payment method is no longer available, we may issue a refund by another method at our discretion, subject to applicable law.
7.11.5 Refunds will not be made in cash unless required by law.
7.12 Handling Charge on Refunds
7.12.1 We may deduct a reasonable handling charge from any refund to cover payment processing, administrative and bank charges.
7.12.2 The amount will be disclosed at the time of purchase or before the refund is processed.
7.12.3 Where a refund is required by law, we will not deduct a handling charge that would reduce the refund below the amount required by law.
7.12.4 Handling charges will not exceed the actual or reasonable cost of processing the refund.
7.13 No Substitution
7.13.1 Amounts paid, deposits, pre-payments and downpayments are not transferable and cannot be substituted for other services, products, appointments, packages, memberships or individuals, unless we expressly agree in writing.
7.13.2 Any attempt to transfer or substitute without our written consent may result in cancellation without refund.
7.14 Chargebacks and Payment Disputes
7.14.1 If you initiate a chargeback or payment dispute, we may suspend your account and any pending appointments or orders while the dispute is investigated.
7.14.2 If the chargeback is unsuccessful, you remain liable for the amount, and we may charge reasonable costs.
7.14.3 Nothing in this section prevents you from exercising your lawful rights under card scheme rules or applicable law.
7.15 Set-off
7.15.1 We may set off any amount you owe us against any refund due to you.
7.16 Refund Requests
7.16.1 Refund requests must be made in writing to the contact details in Section 15.
7.16.2 Your request should include: (a) your name and account details; (b) the appointment, order or transaction reference; (c) the amount claimed; (d) the reason for the refund; and (e) supporting documents.
7.16.3 We will acknowledge your request within a reasonable time and aim to respond within 14 business days.
7.16.4 If we need more information, we will contact you.
8. When Amounts Are Non-Refundable
Amounts paid may be non-refundable where:
- (a) you cancel outside the permitted cancellation period;
- (b) you fail to attend without notice (no-show);
- (c) the service has already been provided;
- (d) the product has been opened, used or damaged by you, unless defective;
- (e) the product or service was clearly marked as non-refundable at purchase;
- (f) the refund request is made after the refund period stated at purchase;
- (g) the payment is subject to a chargeback or dispute;
- (h) the service was customised, personalised or made to your specification;
- (i) the service is a deposit for a third-party provider who has already reserved the time slot;
- (j) the service is a vaccination or health product that has been administered, opened or used;
- (k) the service is a telemedicine session where a prescription has been issued;
- (l) the service is a package or bundle where the discount has already been applied and the refund calculation results in no balance; or
- (m) refund is prohibited or limited by applicable law.
9. Handling Charge on Refunds
9.1 We may deduct a reasonable handling charge from any refund to cover payment processing, administrative and bank charges.
9.2 The amount will be disclosed at the time of purchase or before the refund is processed.
9.3 Where a refund is required by law, we will not deduct a handling charge that would reduce the refund below the amount required by law.
10. No Substitution
10.1 Amounts paid, deposits, pre-payments and downpayments are not transferable and cannot be substituted for other services, products, appointments, packages, memberships or individuals, unless we expressly agree in writing.
10.2 Any attempt to transfer or substitute without our written consent may result in cancellation without refund.
11. Chargebacks and Payment Disputes
11.1 If you initiate a chargeback or payment dispute, we may suspend your account and any pending appointments or orders while the dispute is investigated.
11.2 If the chargeback is unsuccessful, you remain liable for the amount, and we may charge reasonable costs.
11.3 Nothing in this section prevents you from exercising your lawful rights under card scheme rules or applicable law.
12. Set-off
12.1 We may set off any amount you owe us against any refund due to you.
13. Changes to Payment Terms
13.1 We may change these Payment Terms from time to time. Changes will not affect appointments, orders or services already confirmed and paid for, unless required by law.
13.2 You should review these Payment Terms before making a payment through the Mobile App.
14. Governing Law
14.1 These Payment Terms are governed by the laws of the Hong Kong Special Administrative Region of the People's Republic of China.
14.2 You agree to submit to the exclusive jurisdiction of the Hong Kong courts.
15. Contacting Us
If you have any questions regarding these Payment Terms, you may contact us by writing to ProHealth Medical Group Ltd, Unit 105A, 1/F, Liberte Place, 833 Lai Chi Kok Road, Kowloon, Hong Kong, or by e-mailing us at billing@prohealthmedical.com.hk, or by calling 3165 1460.
16. Language
The original English version of these Payment Terms has been translated into Chinese. In the event of any inconsistency between the English and Chinese versions, the English version shall prevail, except where applicable law requires otherwise.