1. General Policy
At ChinaMed Directory, we sell digital content (Detailed Hospital Profiles) that is delivered and accessible immediately upon purchase. Due to the nature of digital content, we generally do not offer refunds once access has been granted. However, we are committed to fair treatment and will issue refunds under specific circumstances as described below.
2. When Refunds Are Available
You may be eligible for a refund in the following situations:
- Technical Failure: If you are unable to access the purchased content due to a technical issue on our end, and we are unable to resolve it within 72 hours of your support request.
- Duplicate Charge: If you were charged more than once for the same purchase due to a payment processing error.
- Unauthorized Purchase: If your payment method was used fraudulently without your authorization (subject to verification).
- Material Misrepresentation: If the product significantly differs from its description on our website.
- As Required by Law: Where applicable consumer protection laws mandate a refund right (e.g., EU/UK 14-day cooling-off period for digital goods, where applicable).
3. When Refunds Are NOT Available
Refunds are generally not available in the following cases:
- You have accessed or downloaded the purchased content
- You simply changed your mind after purchase
- You found the information in the directory different from your expectations (provided it matches our product description)
- You disagree with the information presented (e.g., hospital details sourced from official records)
- More than 30 days have passed since the purchase date
4. How to Request a Refund
To request a refund, follow these steps:
- Submit a Request — Email us at [email protected] with the subject line "Refund Request — [Transaction ID]". Include your transaction ID (found in your Paddle receipt email), the date of purchase, and a clear explanation of why you are requesting a refund.
- Review — We will review your request within 3 business days. We may ask for additional information to verify your purchase and assess eligibility.
- Decision — You will receive a written decision via email. If approved, the refund will be processed to your original payment method.
- Processing Time — Once approved, refunds typically appear in your account within 5-10 business days, depending on your payment method and financial institution.
5. EU/UK Consumer Rights
If you are a consumer residing in the European Union, European Economic Area, or the United Kingdom, you may have the right to withdraw from your purchase within 14 days of the transaction date under applicable consumer protection laws. However, for digital content that is made available for immediate download or access, this right may be waived once you explicitly consent to immediate delivery and acknowledge the loss of the withdrawal right. By completing your purchase, you consent to immediate access and acknowledge that this may affect your withdrawal rights.
6. Chargebacks
If you believe a charge is unauthorized or incorrect, please contact us first at [email protected] before initiating a chargeback with your bank or card issuer. We are committed to resolving disputes fairly and promptly. Unwarranted chargebacks may result in termination of your access to purchased content and restriction from future purchases.
7. Refund Processing
All approved refunds are processed by Paddle.com Market Limited, our Merchant of Record. Refunds will be issued to the original payment method used for the purchase. Paddle's refund processing may be subject to their own policies. For questions about the status of a refund after approval, you may also contact Paddle's customer support directly.
8. Contact
For refund requests or questions about this policy:
Email: [email protected]
Subject line format: "Refund Request — [Your Transaction ID]"
We aim to respond to all refund requests within 3 business days.