Payment and Refund Policy
Last updated: 23 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 celebwaveix for customers in Singapore. It covers individual and family health insurance plans, including hospitalisation, outpatient treatment, critical illness coverage, and supplementary riders. The policy does not extend to third-party insurance products sold through external partners unless explicitly stated in the policy documents.
Prices, Currencies, Taxes, and Any Additional Charges
All prices are quoted in Singapore Dollars (SGD) and include applicable Goods and Services Tax (GST) at the prevailing rate. Premiums are calculated based on age, medical history, coverage level, and other risk factors. Additional charges may apply for policy upgrades, add-on benefits, or administrative fees for changes requested after issuance. Currency conversion fees are the responsibility of the customer if payment is made in a foreign currency.
Accepted Payment Methods, Payment Authorisation, and Payment Security
We accept payments via major credit and debit cards, PayNow, bank transfers, and GIRO for recurring premiums. All transactions are processed through secure payment gateways compliant with PCI DSS standards. Payment authorisation occurs immediately upon submission, and funds are held until the policy is confirmed or a refund is issued. celebwaveix does not store card details; all sensitive information is handled by authorised third-party processors.
Order, Booking, or Service Confirmation and When a Contract Is Formed
A contract is formed upon successful payment and issuance of the policy document or confirmation email. Customers receive an electronic policy schedule detailing coverage, premiums, and terms within five business days. Until this confirmation is issued, no binding agreement exists, and any payments received may be refunded without penalty if underwriting requirements are not met.
Cancellation Rights and Applicable Cancellation Periods
Customers have a 14-day free-look period from the date of policy issuance to cancel without penalty, provided no claims have been made. For policies with a term longer than one year, cancellation after the free-look period may incur administrative fees. Health insurance policies are subject to the Insurance Act and guidelines from the Monetary Authority of Singapore.
Refund Eligibility, Exclusions, and Non-Refundable Items or Services
Refunds are available during the free-look period or if the policy is declined during underwriting. Premiums paid for periods already covered, policy fees, or taxes are non-refundable. Promotional discounts or bundled services may also be excluded from refunds. No refunds apply once a claim has been paid or the policy has lapsed due to non-payment.
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 policy number, full name, contact details, reason for cancellation, and bank account information for refund processing. Supporting documents such as identity verification may be required. Requests must be received within the eligible period to qualify.
Inspection, Approval, Rejection, and Notification of the Refund Decision
Refund requests are reviewed within 10 business days. celebwaveix will notify the customer via email of approval or rejection, including reasons if rejected. Additional information may be requested to complete the review. Approved refunds are processed without further action from the customer.
Refund Method, Processing Time, and When Funds Should Reach the Customer
Refunds are issued to the original payment method or via bank transfer. Credit card refunds appear within 7 to 14 business days, while bank transfers are completed within 5 business days after approval. Processing times may vary during peak periods or due to bank procedures in Singapore.
Special Rules for Digital Content, Subscriptions, Services, or Promotional Offers Where Relevant
For annual or monthly premium subscriptions, refunds are prorated only during the free-look period. Digital policy documents and online portals are provided as-is and are non-refundable once accessed. Promotional offers are subject to their own terms and may not qualify for refunds if the base policy remains active.
Failed Payments, Duplicate Charges, Chargebacks, and Suspected Fraud
Failed payments result in policy suspension until resolved. Duplicate charges are investigated and refunded automatically upon detection. Chargebacks must be reported to [email protected] immediately. Suspected fraudulent activity leads to immediate account review and possible involvement of Singapore authorities under the Computer Misuse Act.
Mandatory Consumer Rights in Singapore That the Policy Cannot Exclude
This policy does not limit rights under the Consumer Protection (Fair Trading) Act, the Insurance Act, or Unfair Contract Terms Act. Customers retain the right to complain to the Financial Industry Disputes Resolution Centre (FIDReC) or the Monetary Authority of Singapore for unresolved disputes. Cooling-off periods and disclosure requirements remain fully enforceable.
Contact Route, Policy Changes, and Last-Updated Date
For questions, contact celebwaveix using the form on the Contacts page or reach [email protected] and 1800 248 8000. Address: 1 Finlayson Green, Singapore 049246. We may update this policy to reflect regulatory changes; the latest version is always available on our website. Continued use of services after updates constitutes acceptance of the revised terms.