FlyToGlow Refund & Cancellation Policy
Version 1.1 · Effective Date: July 6, 2026
Company: FlyToGlow Pte. Ltd.
Website: flytoglow.com
| Document Owner | Operations / Legal |
|---|---|
| Applies To | Users booking Korean medical and aesthetic services through FlyToGlow |
| Related Documents | Terms of Service; Privacy Policy; AI Glow Check Disclaimer |
| Contact | admin@flytoglow.com |
Table of Contents
2. Important Medical Platform Notice
4. Booking Types and Payment Structure
5. General Cancellation Principles
7. Clinic Cancellation, Rescheduling, or Unavailability
8. Refund Eligibility and Non-Refundable Items
9. No-Show, Late Arrival, and Incomplete Information
10. Medical Unsuitability and Safety Decisions
11. Price Changes, Exchange Rates, and Payment Provider Fees
13. Chargebacks and Payment Disputes
14. Travel, Visa, Accommodation, and Third-Party Costs
15. Force Majeure and Exceptional Events
16. Abuse, Fraud, and Policy Misuse
Annex A - Standard Cancellation Matrix
1. Introduction and Scope
This Refund & Cancellation Policy explains how cancellations, rescheduling requests, refunds, booking deposits, payment reversals, and related payment issues are handled when a User uses FlyToGlow to request or book medical, aesthetic, dermatology, wellness, or medical tourism-related services with independent Partner Clinics in the Republic of Korea.
This Policy forms part of the FlyToGlow Terms of Service. Capitalized terms not defined in this Policy have the meanings given in the Terms of Service. By using the Service, requesting a booking, paying a deposit, or making a payment through FlyToGlow, the User agrees to this Policy.
This Policy applies to consumer-facing transactions made through flytoglow.com, FlyToGlow mobile or web interfaces, customer support channels, and any booking link, invoice, payment page, or payment flow issued by FlyToGlow.
2. Important Medical Platform Notice
FlyToGlow is not a hospital, clinic, medical institution, healthcare provider, medical practitioner, or emergency medical provider. FlyToGlow operates a technology and coordination platform that helps Users discover and request appointments with independent Partner Clinics.
Partner Clinics are solely responsible for medical consultations, diagnosis, medical suitability assessments, procedures, treatment plans, clinical decisions, pricing of medical services, complications, follow-up care, and treatment outcomes. FlyToGlow does not guarantee that a User will be accepted for any treatment, that any treatment will be medically suitable, or that any result will be achieved.
Because medical services may depend on the User’s condition, in-person assessment, doctor availability, regulatory requirements, and clinic policies, the final scope and price of treatment may differ from information displayed on the Platform or discussed before the appointment.
3. Definitions
Booking means an appointment request, confirmed appointment, consultation request, reservation, package booking, or other scheduled service arranged through FlyToGlow.
Booking Deposit means a deposit, reservation fee, or prepayment collected to secure an appointment slot, confirm a package, or reserve clinic capacity.
Clinic Fee means the amount charged by a Partner Clinic for medical consultation, treatment, procedure, prescription, products, follow-up care, or other clinic services.
Platform Fee means any fee charged by FlyToGlow for use of the Platform, booking coordination, concierge support, customer service, translation support, payment processing administration, or related non-medical services, where applicable.
No-Show means the User fails to attend the confirmed appointment at the scheduled time, arrives so late that the Partner Clinic cannot reasonably provide the scheduled service, or fails to cancel within the applicable cancellation period.
Refund means return of eligible amounts to the original payment method or another method approved by FlyToGlow and the applicable payment provider.
4. Booking Types and Payment Structure
FlyToGlow may support different booking and payment structures depending on country, Partner Clinic, procedure type, promotion, package, and payment provider availability.
The most common structures are: (a) deposit-only booking, where a User pays a Booking Deposit through FlyToGlow and pays remaining Clinic Fees directly to the Partner Clinic; (b) full prepayment booking, where a User prepays all or part of the estimated Clinic Fee through FlyToGlow; (c) reservation request without prepayment, where payment is made directly to the Partner Clinic; and (d) promotional package booking, where specific cancellation rules may apply.
If a booking page, invoice, promotional page, clinic page, or confirmation message states specific cancellation or refund terms, those specific terms apply to that Booking in addition to this Policy. If there is a direct conflict, the more specific booking confirmation terms will generally control for that Booking.
5. General Cancellation Principles
Users should cancel or request rescheduling as early as possible. Medical clinics often allocate doctor time, treatment rooms, devices, translators, coordinators, or other resources based on confirmed bookings.
A cancellation is not effective until FlyToGlow or the Partner Clinic confirms receipt through an approved channel. Sending a message does not automatically guarantee cancellation if the message is not received, cannot be identified, or is sent to an unsupported channel.
Cancellation cut-off periods may be calculated in Korea local time unless a booking confirmation states otherwise. Users are responsible for time zone differences when traveling from Singapore or other countries.
6. User Cancellation Rules
For standard bookings, Users may request cancellation or rescheduling by contacting FlyToGlow customer support or using available Platform functions. Refund eligibility depends on timing, Partner Clinic policy, procedure type, campaign terms, and whether costs have already been incurred.
Where no more specific rule is stated in the booking confirmation, FlyToGlow will apply the standard cancellation matrix in Annex A as a default operational guideline. Partner Clinic policies may be stricter or more flexible depending on procedure type and clinic availability.
Certain treatments, promotional packages, medical devices, injectable appointments, high-demand appointment slots, translator-supported bookings, and group bookings may have special cancellation rules.
7. Clinic Cancellation, Rescheduling, or Unavailability
A Partner Clinic may need to cancel, reschedule, or modify a Booking due to doctor unavailability, emergency medical schedules, equipment issues, safety considerations, regulatory reasons, closure, force majeure, or other operational reasons.
If a Partner Clinic cancels a confirmed appointment and the User does not accept a reasonable alternative appointment, FlyToGlow will assist the User in requesting a refund of eligible prepaid amounts, subject to payment provider rules and any services already provided.
FlyToGlow will make commercially reasonable efforts to help the User find an alternative Partner Clinic or appointment. However, FlyToGlow does not guarantee availability of equivalent services, identical prices, the same doctor, or the same schedule.
8. Refund Eligibility and Non-Refundable Items
Amounts may be refundable only to the extent that the relevant amount has not already been earned, charged, consumed, paid to a Partner Clinic, committed to a third party, or made non-refundable under the applicable booking terms.
Non-refundable items may include payment processing charges, foreign exchange losses, bank fees, card network fees, already-used consultation services, completed treatments, prescribed medications, purchased products, custom preparations, translator or concierge fees already incurred, and third-party travel-related expenses.
Refund eligibility for medical services is ultimately influenced by Partner Clinic policy and applicable law. FlyToGlow may facilitate refund communication but does not control every refund decision made by independent Partner Clinics.
9. No-Show, Late Arrival, and Incomplete Information
If a User is a No-Show, arrives late, fails to bring required documents, fails to provide requested medical or identity information, refuses clinic intake procedures, or is unreachable at a critical time, the Booking Deposit and any prepaid Platform Fee may be non-refundable.
If late arrival results in a shorter consultation, reduced treatment availability, rescheduling, or cancellation by the Partner Clinic, FlyToGlow is not responsible for resulting loss, inconvenience, travel costs, or inability to complete treatment.
Users must provide accurate name, date of birth, contact details, travel schedule, relevant medical history, allergies, medications, prior procedures, and other information reasonably requested for safe booking coordination.
10. Medical Unsuitability and Safety Decisions
A Partner Clinic may determine that a User is not medically suitable for a requested procedure after reviewing medical history, photos, medications, allergies, skin condition, pregnancy status, prior procedures, or in-person assessment.
If treatment is declined for medical safety reasons before any treatment is performed, FlyToGlow will assist the User in requesting a refund of eligible prepaid treatment amounts, subject to deduction of consultation fees, clinic assessment fees, payment provider charges, or other incurred costs where permitted.
A User is not entitled to a refund merely because the Partner Clinic recommends a different treatment plan, changes the estimated price after in-person assessment, advises against the requested procedure, or refuses treatment for medical or regulatory reasons.
11. Price Changes, Exchange Rates, and Payment Provider Fees
Prices displayed on FlyToGlow may be estimates, package prices, promotional prices, or clinic-provided information. Final prices may change after consultation depending on treatment area, dosage, device settings, doctor recommendation, product selection, taxes, clinic policy, or medical suitability.
For international payments, refunds may differ from the original amount received in the User’s local currency because of exchange rate movements, foreign transaction charges, card network fees, bank charges, payment processor fees, or conversion spreads. FlyToGlow is not responsible for such differences unless required by applicable law.
If a payment provider, bank, card issuer, or digital wallet deducts fees from a refund, FlyToGlow may be unable to reverse those deductions.
12. Refund Method and Timing
Approved refunds will usually be returned to the original payment method. FlyToGlow may require identity verification, payment verification, or additional information before processing a refund.
Processing times vary by payment provider, card issuer, bank, currency, and country. FlyToGlow will initiate approved refunds within a commercially reasonable period after eligibility is confirmed, but the actual posting date is controlled by the relevant payment provider or financial institution.
Where the original payment method is unavailable, expired, closed, or technically unable to receive a refund, FlyToGlow may offer an alternative refund method where lawful and operationally feasible.
13. Chargebacks and Payment Disputes
Users should contact FlyToGlow first before initiating a chargeback or payment dispute. Many issues can be resolved faster through customer support, rescheduling, clinic communication, or manual refund review.
If a User initiates a chargeback while a refund request is pending, FlyToGlow may pause the refund review until the payment provider or card network resolves the dispute.
Fraudulent, abusive, duplicate, or bad-faith chargebacks may result in account suspension, cancellation of future bookings, recovery of costs, and restriction from using the Platform.
14. Travel, Visa, Accommodation, and Third-Party Costs
Unless expressly stated in writing by FlyToGlow, refunds through this Policy apply only to amounts paid through FlyToGlow. FlyToGlow is not responsible for airline tickets, hotel bookings, visa fees, insurance premiums, transportation, meals, lost work time, companion travel, roaming charges, or other travel-related expenses.
Users should not book non-refundable flights or accommodation solely based on a preliminary appointment request. A Partner Clinic may still require in-person assessment before confirming medical suitability or final treatment scope.
Users are strongly encouraged to obtain appropriate travel and medical insurance that covers cancellations, medical complications, travel disruption, and unexpected medical expenses.
15. Force Majeure and Exceptional Events
FlyToGlow and Partner Clinics may be unable to perform or complete services due to circumstances outside reasonable control, including pandemic, natural disaster, war, civil unrest, strike, government restriction, border closure, clinic closure, epidemic control measure, cyber incident, payment network outage, cloud service failure, or other force majeure event.
In such cases, FlyToGlow will make commercially reasonable efforts to help Users reschedule or request eligible refunds. However, FlyToGlow is not liable for indirect loss, travel loss, emotional distress, opportunity cost, or third-party charges caused by such events.
Refund handling in force majeure situations may depend on Partner Clinic policy, payment provider rules, government requirements, and whether services or costs have already been incurred.
16. Abuse, Fraud, and Policy Misuse
FlyToGlow may refuse refunds, suspend accounts, cancel bookings, or restrict access if it reasonably suspects fraud, identity misuse, false medical information, abuse of promotional campaigns, repeated bad-faith cancellations, harassment of staff or clinics, chargeback abuse, or violation of the Terms of Service.
If a booking was obtained through unauthorized discount codes, fraudulent payment instruments, stolen identity, misleading information, or system manipulation, FlyToGlow may cancel the Booking without refund to the extent permitted by law.
Nothing in this Policy limits any mandatory consumer rights that cannot be excluded under applicable law.
17. Changes to this Policy
FlyToGlow may update this Policy from time to time to reflect changes in services, clinic arrangements, payment methods, legal requirements, or operational practices.
Updated versions will be posted on the Platform with a revised effective date. Where required, FlyToGlow will provide additional notice. The version in effect at the time of a Booking generally applies to that Booking unless a later version is required by law or expressly agreed by the User.
18. Contact Information
Questions or requests relating to cancellations, rescheduling, refunds, payment disputes, or refund status may be sent to: admin@flytoglow.com.
Company: FlyToGlow Pte. Ltd. Address: 68 Circular Road, #02-01, Singapore 049422. UEN: 202628438C.
Users should include their booking reference, full name, contact email, appointment date, Partner Clinic name, payment receipt, and a clear description of the request.
Annex A - Standard Cancellation Matrix
This matrix is a default operational guideline where no more specific booking confirmation, Partner Clinic policy, promotion rule, package term, or applicable law provides a different rule.
| Timing / Scenario | Default Position | Possible Deductions | Notes |
|---|---|---|---|
| More than 7 days before appointment | Generally eligible for refund or free rescheduling | Payment provider or bank fees where applicable | Subject to clinic-specific terms |
| 3 to 7 days before appointment | Refund or rescheduling may be available | Clinic commitment costs, platform/admin fees, payment charges | High-demand slots may be stricter |
| Less than 72 hours before appointment | Refund may be limited | Booking deposit, clinic preparation cost, translator or concierge cost | Clinic approval often required |
| Less than 24 hours / same day | Generally non-refundable unless clinic approves | Deposit and incurred fees | Exceptional cases reviewed case-by-case |
| No-Show or very late arrival | Generally non-refundable | Deposit, platform/admin fees, clinic charges | Clinic may refuse service |
| Clinic cancels and no alternative accepted | Eligible prepaid amounts generally refundable | Payment provider or unavoidable third-party charges | FlyToGlow may offer alternatives |
| Medical unsuitability before treatment | Eligible treatment prepayment may be refundable | Consultation, assessment, provider fees | Clinic medical decision controls |
| Completed treatment or consultation | Generally non-refundable | Not applicable | Medical outcome dissatisfaction is not automatic refund basis |
Revision History
| Version | Date | Owner | Description |
|---|---|---|---|
| 1.1 | July 6, 2026 | FlyToGlow | Public version: company registration details completed; internal refund review checklist moved to internal operations documentation. |
