Payment and Refund Policy

Last updated: 22 September 2026

Scope of This Policy

This Payment and Refund Policy applies to all health insurance products and related services offered through storyflowxe.com. It covers individual and family health insurance plans, supplementary riders, and any associated digital tools for policy management purchased or subscribed to via our commercial website. The policy explains how payments are processed, when contracts are formed, and the conditions under which cancellations or refunds may be granted. It does not apply to claims made under active insurance policies, which are governed by separate policy documents.

Prices, Currencies, Taxes and Additional Charges

All prices are displayed in Singapore Dollars (SGD). Premiums are calculated based on age, health profile, coverage level and other risk factors at the time of quotation. Goods and Services Tax (GST) at the prevailing rate is included where applicable under Singapore law. Additional charges may include administrative fees for policy changes, late payment penalties or reinstatement costs. These are disclosed before any transaction is completed. Currency conversion fees may apply if payment is made from an overseas account, but storyflowxe.com does not add extra mark-ups for foreign transactions.

Accepted Payment Methods and Security

We accept major credit and debit cards, PayNow, internet banking transfers and selected e-wallets. All card payments are processed through PCI-DSS compliant gateways. Authorisation occurs in real time and funds are held until the policy is issued or the transaction is declined. storyflowxe.com uses encryption and tokenisation to protect payment details. We never store full card numbers on our servers.

Order Confirmation and Contract Formation

A binding contract is formed only after we send written confirmation that the application has been accepted and the first premium has been successfully received. Quotations are invitations to treat and do not constitute offers. You will receive an email containing the policy schedule, certificate and terms once the contract is concluded. Until that point either party may withdraw without penalty.

Cancellation Rights

Under the Consumer Protection (Fair Trading) Act and insurance regulations in Singapore, you have a free-look period of 14 days from the date you receive the policy documents to cancel without penalty, provided no claim has been made. For certain group or employer-sponsored plans different rules may apply. After the free-look period, cancellation is subject to the specific policy wording and may result in partial refund or no refund depending on the time elapsed and claims history.

Refund Eligibility and Exclusions

Refunds are available during the free-look period, for duplicate payments, or when a policy is cancelled before the risk inception date. Premiums already earned, policy fees, and any claims paid are non-refundable. Promotional discounts or bundled offers may have separate refund conditions stated at purchase. Digital policy documents and online account access are considered delivered upon issuance and are generally non-refundable once accessed.

How 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 your policy number, full name, contact details, reason for the request and supporting documents such as bank statements for duplicate payment claims. Requests must be made within the applicable time limits. Incomplete submissions will be returned for additional information.

Refund Decision Process

Upon receipt we will acknowledge your request within five business days. Our team reviews eligibility against policy terms and Singapore regulatory requirements. You will be notified of approval, rejection or the need for further information within 14 business days. If rejected, we explain the reasons and any appeal options available.

Refund Processing and Timelines

Approved refunds are issued to the original payment method. Credit or debit card refunds typically appear within 7 to 14 business days, while bank transfers may take up to 10 business days. PayNow refunds are usually completed within three business days. Processing times may be longer during peak periods or if third-party verification is required. You will receive confirmation once the refund has been initiated.

Special Rules for Insurance Services and Subscriptions

Health insurance policies are ongoing contracts with recurring premiums. Automatic renewal occurs unless cancelled in writing before the renewal date. Mid-term cancellations after the free-look period usually result in pro-rata refund less any non-refundable components. Digital services such as policy portals or mobile apps are provided as part of the insurance contract and do not attract separate refunds.

Failed Payments, Chargebacks and Fraud

If a payment fails, we will attempt to notify you and provide a grace period to remedy the default. Persistent failure may lead to policy lapse. Duplicate charges are investigated and refunded promptly upon verification. Chargebacks or suspected fraudulent activity will trigger account review and may result in policy suspension pending investigation. We reserve the right to report suspected fraud to the relevant authorities in Singapore.

Your Mandatory Rights in Singapore

Nothing in this policy excludes or limits your rights under the Consumer Protection (Fair Trading) Act, the Insurance Act, or any other mandatory consumer protection legislation. You retain the right to seek redress through the Financial Industry Disputes Resolution Centre (FIDReC) or the courts where applicable. These statutory rights take precedence over any conflicting terms in this policy.

Contact Us and Policy Updates

For questions about payments or refunds please use the contact form on our Contacts page or reach [email protected] or 1800 248 8000. Our address is 1 Finlayson Green, Singapore 049246. We may update this policy to reflect changes in law or business practices. The current version will always be posted on this page with the last-updated date. Continued use of the site after changes constitutes acceptance of the revised policy.