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 buzzstreamix for customers located in Singapore. It covers the purchase of individual and family health insurance plans, premium payments, policy renewals, add-on riders for critical illness or dental coverage, and any associated administrative services. The policy explains how payments are processed, when contracts are formed, and under what conditions refunds or cancellations may be granted. It does not apply to claims for medical expenses, which are governed by separate policy terms and the Insurance Act of Singapore.

Prices, Currencies, Taxes and Additional Charges

All prices are quoted in Singapore Dollars (SGD). Premium amounts are calculated based on age, health profile, coverage level, and selected riders. Goods and Services Tax (GST) at the prevailing rate is included in displayed premiums where applicable. Additional charges may include administrative fees for policy amendments, late payment penalties, or reinstatement fees after a lapse. No hidden surcharges apply beyond those disclosed at the point of purchase. Currency conversion fees may be levied by your card issuer if paying from a non-SGD account.

Accepted Payment Methods, Authorisation and Security

We accept Visa, MasterCard, American Express, and selected local bank transfers. Payments are authorised in real time through secure payment gateways compliant with PCI DSS standards. By submitting payment details you authorise buzzstreamix to charge the full premium amount. Card details are not stored on our servers. Recurring premiums for annual or monthly policies are processed automatically unless cancelled in advance. All transactions use encryption to protect sensitive information.

Order Confirmation and Contract Formation

Upon successful payment an email confirmation is sent to the address you provided, summarising the policy details, premium paid, coverage start date, and policy number. A binding contract is formed only when we issue the policy document after underwriting approval. Until then, any payment received is held pending acceptance. If underwriting declines coverage, the full premium is refunded without deduction.

Cancellation Rights and Applicable Periods

You may cancel a newly purchased policy within fourteen days from the date the policy document is issued, known as the free-look period under Singapore insurance regulations. During this time you are entitled to a full refund of premiums paid, provided no claims have been made. After the free-look period, cancellation is subject to the specific policy wording, which may allow pro-rata refunds less any applicable fees. Monthly premium policies can be cancelled with thirty days written notice.

Refund Eligibility, Exclusions and Non-Refundable Items

Refunds are available for cancellations within the free-look period, overpayments, or duplicate transactions. Refunds are not granted after a claim has been paid, for policies cancelled due to misrepresentation, or for the portion of premium covering time already elapsed. Promotional discounts or bundled riders may be non-refundable if the base policy remains active. Short-term travel health add-ons are generally non-refundable once coverage has commenced.

Step-by-Step Procedure to Request a Refund

To request a refund, first log into your account portal and select the policy. Complete the online refund request form providing your policy number, reason for cancellation, bank account details for refund, and any supporting documents. Alternatively, submit a written request via the contact form on our Contacts page or email [email protected]. You must include your full name, NRIC or passport number, policy number, and contact telephone number. Incomplete requests will be returned for additional information.

Inspection, Approval, Rejection and Notification

Each refund request is reviewed within ten business days. We verify eligibility against policy records and Singapore regulatory requirements. You will receive written notification by email stating whether the request is approved, partially approved, or rejected, together with the calculated refund amount and any reasons for adjustment. If rejected, you may appeal once by providing further evidence within fourteen days.

Refund Method, Processing Time and Receipt of Funds

Approved refunds are issued to the original payment method or, where that is not possible, by bank transfer to the account nominated in your request. Processing typically takes five to fifteen business days after approval. Credit or debit card refunds appear on your statement within one to two billing cycles. Bank transfers within Singapore are usually credited within three business days. You will receive a refund confirmation email once the transaction is completed.

Special Rules for Digital Content, Subscriptions and Promotional Offers

Health insurance policies are treated as ongoing service contracts rather than digital goods. Monthly or annual subscriptions renew automatically unless cancelled. Promotional offers such as first-month discounts are honoured only if the policy remains active for the minimum term specified in the offer. Early termination voids any remaining promotional benefit and may result in recovery of the discounted amount from the refund.

Failed Payments, Duplicate Charges, Chargebacks and Suspected Fraud

If a payment fails due to insufficient funds or expired card details, we will attempt to notify you and retry the transaction. Persistent failures may lead to policy lapse. Duplicate charges are investigated and refunded automatically within seven days. Chargebacks or suspected fraudulent activity trigger an immediate account review. We cooperate with banks and authorities under the Monetary Authority of Singapore guidelines. Customers involved in fraudulent activity may have policies voided without refund.

Mandatory Consumer 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 applicable Singapore legislation. You retain the right to refer disputes to the Financial Industry Disputes Resolution Centre (FIDReC) or the Small Claims Tribunal where eligible. We will honour all statutory cooling-off periods and refund entitlements even if stricter than the terms described above.

Contact Route, Policy Changes and Last-Updated Date

For questions about payments or refunds please use the contact form on our Contacts page, email [email protected], or call 6788 1777. Our registered address is 75 Bras Basah Road, Income Centre, Singapore 189557. This policy may be updated from time to time to reflect changes in law or business practice. The current version date appears at the top of the page. Continued use of our services after an update constitutes acceptance of the revised terms. Previous versions are available upon request.