Payment and Refund Policy

Last updated: 21 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 scoopvoxly. It covers individual and family health insurance plans, critical illness coverage, hospitalisation benefits, outpatient treatments, and any supplementary riders attached to primary policies. The policy governs payments for premiums, policy renewals, add-on services such as wellness consultations, and any digital tools provided for policy management. It does not extend to third-party insurance products sold through external platforms or non-insurance services such as general financial advice.

Prices, Currencies, Taxes, and Any Additional Charges

All prices are quoted in Singapore dollars (SGD). Premium amounts are calculated based on age, medical history, coverage level, and selected riders. Goods and Services Tax (GST) at the prevailing rate is applied to applicable fees and charges. Additional costs may include administrative fees for policy changes, late payment penalties, or reinstatement charges after lapse. Customers are notified of any price adjustments at least thirty days before renewal. No hidden fees are imposed beyond those disclosed at the point of purchase or renewal.

Accepted Payment Methods, Payment Authorisation, and Payment Security

scoopvoxly accepts payment via major credit and debit cards, PayNow, bank transfers, and GIRO arrangements for recurring premiums. Authorisation occurs at the time of purchase or renewal, with funds held until the transaction is confirmed. All payments are processed through secure, PCI-DSS compliant gateways. Card details are not stored on scoopvoxly servers. Customers receive immediate email confirmation once payment is authorised. Any payment disputes must be raised within seven days of the transaction date.

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

A contract for health insurance is formed upon successful payment of the initial premium and issuance of the policy document or digital certificate. Confirmation is sent via email within one business day, outlining coverage start date, policy number, and terms. Until payment clears and the policy is issued, no coverage applies. For group policies or corporate plans, formation occurs when the master contract is signed and the first premium is received.

Cancellation Rights and Applicable Cancellation Periods

Customers may cancel a new policy within fourteen days of receiving the policy documents for a full refund of premiums paid, provided no claims have been made. This cooling-off period applies to individual health plans. Renewals and existing policies may be cancelled with thirty days' written notice, subject to pro-rated refund calculations. Cancellation of riders follows the same notice requirements. No cancellation rights apply after a claim has been approved or for policies already in force beyond the cooling-off window.

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

Refunds are available for overpayments, duplicate transactions, or cancellations within the cooling-off period. Exclusions include premiums paid after a claim has been submitted, administrative fees already incurred, and any portion of premiums covering periods where coverage was active. Promotional discounts or bundled offers are non-refundable if the policy is cancelled after the cooling-off period. Digital policy documents and access to online portals are non-refundable once accessed.

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 bank account information for processing. Supporting documents such as proof of payment may be required. Requests are acknowledged within three business days. Incomplete submissions will delay processing until all information is provided.

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

Each refund request is reviewed within ten business days. Approval occurs if the request meets eligibility criteria. Rejection notices explain the reason and any appeal options. Customers are notified by email of the decision, including the refund amount and expected timeline. If additional information is needed, the review period may extend by another five business days.

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

Approved refunds are issued to the original payment method or via bank transfer. Credit card refunds appear within seven to fourteen business days. Bank transfers are processed within five business days. GIRO refunds may take up to twenty business days. Customers are responsible for verifying receipt and reporting non-receipt within thirty days of the expected date.

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

Health insurance policies involve recurring subscriptions. Early termination of a subscription results in loss of coverage from the cancellation date onward. Promotional offers providing discounted first-year premiums are subject to full premium rates upon renewal. Digital services such as mobile app access cease immediately upon policy cancellation. No refunds are provided for unused portions of promotional periods if the policy is terminated early.

Failed Payments, Duplicate Charges, Chargebacks, and Suspected Fraud

Failed payments trigger automatic retry attempts over seven days. Persistent failures lead to policy lapse after thirty days of non-payment. Duplicate charges are investigated and refunded within ten business days upon verification. Chargebacks are treated as refund requests and may result in policy suspension pending resolution. Suspected fraudulent activity results in immediate account review, with scoopvoxly cooperating with authorities as required under Singapore law.

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

This policy operates under Singapore's Consumer Protection (Fair Trading) Act and Insurance Act. Customers retain rights to fair treatment, accurate information, and redress through the Financial Industry Disputes Resolution Centre. Nothing in this policy excludes liability for misrepresentation or breaches of statutory duties. Disputes may also be referred to the Monetary Authority of Singapore for regulatory oversight.

Contact Route, Policy Changes, and Last-Updated Date

For questions about this policy, contact scoopvoxly using the form on the Contacts page, by emailing [email protected], calling 1800 248 8000, or writing to 1 Finlayson Green, Singapore 049246. This policy may be updated periodically to reflect changes in law or business practices. Customers will be notified of material changes via email or website notice. Continued use of services after updates constitutes acceptance of the revised terms. The current version was last updated on 21 September 2026.