Payment and Refund Policy
Last updated: 17/09/2026
Scope of the Policy and the Products or Services It Covers
This Payment and Refund Policy applies to all insurance health products and related services offered through curtainryze. It covers individual and family health insurance plans, critical illness coverage, hospitalisation benefits, outpatient treatments, and any supplementary riders purchased via our commercial website. The policy governs transactions where customers in Singapore pay premiums for active coverage periods. It does not extend to third-party insurance products or services arranged outside our platform.
Prices, Currencies, Taxes, and Any Additional Charges
All prices are quoted in Singapore Dollars (SGD). Premium amounts reflect the selected coverage level, age, medical history, and policy term. Goods and Services Tax (GST) at the prevailing rate is included where applicable under Singapore law. Additional charges may include administrative fees for policy amendments or reinstatement, clearly disclosed before payment confirmation. No hidden fees apply beyond those stated during the quotation process.
Accepted Payment Methods, Payment Authorisation, and Payment Security
We accept major credit and debit cards, internet banking transfers, and authorised e-wallet providers operating in Singapore. Payment authorisation occurs through secure gateways compliant with PCI DSS standards. All transactions are encrypted using industry-standard protocols. Authorisation is final once processed, and funds are held pending contract formation.
Order, Booking, or Service Confirmation and When a Contract Is Formed
A contract forms upon successful payment authorisation and issuance of a policy confirmation email containing the policy number and terms. Until this confirmation, no binding agreement exists. Customers receive a 14-day cooling-off period from the contract formation date for eligible new policies, during which they may cancel for a full refund of premiums paid, subject to medical underwriting review.
Cancellation Rights and Applicable Cancellation Periods
Policyholders may cancel within the cooling-off period without penalty. After this period, cancellations are permitted but premiums paid are non-refundable except in cases of overpayment or documented error. Mid-term cancellations for annual policies result in pro-rated refunds only if no claims have been made and the policy meets specific eligibility criteria outlined in the policy wording.
Refund Eligibility, Exclusions, and Non-Refundable Items or Services
Refunds are eligible for duplicate payments, failed authorisations that still deduct funds, or policies cancelled during the cooling-off period. Exclusions include premiums for periods where coverage was active, claims already processed, or policies terminated due to misrepresentation. Promotional discounts and bundled services are non-refundable once the policy commences.
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 our Contacts page or email [email protected]. Include the policy number, payment reference, reason for refund, and supporting documents such as bank statements. Requests must be made within 30 days of the triggering event. Incomplete submissions will be returned for additional information.
Inspection, Approval, Rejection, and Notification of the Refund Decision
Our team reviews each request within 10 business days. Approval occurs if eligibility criteria are met; rejection applies for exclusions or insufficient documentation. Notification is sent via email to the address on file, detailing the outcome and any appeal process available under Singapore consumer protection laws.
Refund Method, Processing Time, and When Funds Should Reach the Customer
Approved refunds are issued to the original payment method. Processing takes up to 14 business days after approval, with funds typically reaching the customer within 3-5 additional business days depending on the bank. For card payments, the exact timeline follows the card issuer's policies.
Special Rules for Digital Content, Subscriptions, Services, or Promotional Offers Where Relevant
Health insurance policies involve ongoing services rather than digital downloads. Subscription renewals are automatic unless cancelled prior to the renewal date. Promotional offers, such as first-month discounts, are honoured only for the initial term and do not affect refund calculations for subsequent periods. Digital policy documents are provided immediately upon contract formation and are non-refundable once accessed.
Failed Payments, Duplicate Charges, Chargebacks, and Suspected Fraud
Failed payments result in policy suspension until resolved. Duplicate charges are refunded automatically upon detection. Chargebacks are investigated; valid ones lead to refunds, while fraudulent ones may result in policy cancellation. Suspected fraud triggers immediate account review and reporting to relevant Singapore authorities if warranted.
Mandatory Consumer Rights in Singapore That the Policy Cannot Exclude
This policy respects all rights under the Consumer Protection (Fair Trading) Act and Insurance Act of Singapore. Nothing herein excludes liability for misrepresentation or limits statutory cooling-off rights. Customers retain the right to refer disputes to the Financial Industry Disputes Resolution Centre Ltd (FIDReC) without prejudice to this policy.
Contact Route, Policy Changes, and Last-Updated Date
For queries, use the contact form on our Contacts page or reach [email protected] and +65 6788 1777. We may update this policy with notice via the website. Changes take effect 30 days after posting. This version was last updated on 17/09/2026. 75 Bras Basah Road, Income Centre, Singapore 189557 remains the registered address for formal notices.