Cancellation and Refund Policy

Service Commitment and Protection

We are committed to providing our customers with a transparent and fair insurance purchasing experience. This Policy outlines our service standards, refund procedures, and customer rights, ensuring that you are fully protected when purchasing insurance products. In the event of any disputes, our company will handle them reasonably in accordance with the relevant policy terms, decisions of the insurance provider, and applicable laws and regulations. This Policy should be read in conjunction with the 10Life.com Terms of Use, which governs the overall use of our services.

Platform Role

This platform serves as an insurance intermediary and technology service provider, not the underwriter of insurance products. All insurance coverage, claims, and refund arrangements are subject to the final approval of the insurance company and the terms of the Policy.

Product Information and Confirmation Process

Accuracy of Information

The insurance product information displayed on this Platform is provided by our partner insurance companies and is for reference only. The actual scope of coverage, terms and conditions shall be as set out in the official policy documents issued by the relevant insurance company. We recommend that you carefully read the full product terms before making any purchase.

Important Notice (Must Read Before Applying for Insurance)

Before submitting an insurance application, customers will be required to confirm that they have read and understood: 
- General insurance products typically do not include a cooling-off period, and premiums paid are generally non-refundable once the Policy is issued and coverage has commenced; 
- The customer is responsible for the accuracy of all information provided in the application, and any material misrepresentation or non-disclosure may entitle the insurance company to void the policy without refund; 
- The main coverage, exclusions, and key terms of the relevant insurance product; 
- The insurance contract will only be established upon formal acceptance by the insurance company;

Application Processing

Application Procedure

Submitting an insurance application is merely an offer made by the customer and does not constitute the formation of any insurance contract. An insurance contract is only established after the insurance company completes the underwriting process and formally issues a confirmation of coverage. The confirmation notice may be sent via email, SMS, or post.

Underwriting Procedure

The insurance company has the right to require you to provide additional information or undergo medical examination. The insurance company has the right, based on its risk assessment, to decide whether to accept your application or adjust the policy terms. We will assist you in communicating with the insurance company, but the final decision rests with the insurance company. If the insurance company does not accept your application, any premium collected will be refunded to you via the original payment method, less any applicable service fees that were disclosed and agreed to prior to payment.

Payment and Transaction Security

Payment Methods

We accept various secure payment methods, including: 
Credit cards (VISA, MasterCard, UnionPay) 
Electronic wallets (Alipay, WeChat Pay) 
Other specified electronic payment methods

Responsibility for Fees

You are responsible for ensuring that all payment information provided is accurate and correct. You must ensure that your account has sufficient funds to pay the insurance premium and any related fees. This Platform shall not be liable for any lapse or invalidity of insurance coverage resulting from payment failures attributable to the customer, including but not limited to insufficient funds or incorrect payment details.

Service Fees

This Platform may charge reasonable service fees or administrative fees. The nature and amount of any such fees will be clearly disclosed and separately itemised before payment is processed. Once paid, service fees are non-refundable, including in cases where the insurance company does not accept the application, unless otherwise required by applicable laws or regulations.

Transaction Confirmation

After successful payment, an online transaction is only considered complete upon receiving official confirmation from the insurance company. You will receive a transaction confirmation notification via email. For any delays or failures in transactions caused by third-party payment platforms, banks, or technical system issues, this platform will assist in following up within a reasonable scope but shall not be held responsible for any loss arising from such delays or failures to the extent they are beyond our reasonable control.

Technical Limitations

We are not liable for any loss arising from mechanical, software, computer, telecommunication or electronic failures. Services may be suspended during system maintenance, and we will endeavour to give prior notice.

Data Security

Your personal and financial data are protected by industry-standard encryption technology and security measures. All payment information is processed in accordance with applicable security standards.

Policy Amendment and Termination

Policy Amendment

For any change to the insurance policy after it has come into effect, you may contact our customer service directly. We can assist you in submitting amendment requests to the insurance company, but approval is not guaranteed.

Policy Termination

General insurance products sold through this Platform do not include a cooling-off period unless expressly stated in the relevant policy terms. Once the insurance company has accepted your application, cancelling a policy generally does not entitle the policyholder to a refund of the premium paid, unless expressly stated in the relevant policy terms.

Details of Refund Policy

Refund Eligibility

Refunds may arise in the following circumstances: 
- The insurance company does not accept your application: the full premium will be refunded, less any non-refundable service fees disclosed prior to payment. 
- You cancel a policy in accordance with the cancellation provisions of the policy terms: any refund will be determined by the insurance company and may be subject to deductions. 
- Duplicate or erroneous payment: the duplicate or excess amount will be refunded after verification. 
Outside of the above, premiums paid for general insurance products are generally non-refundable once coverage has commenced.

Refund Processing Time

Approved refunds will generally be processed within 14–30 working days from the date the insurance company confirms and authorises the refund. The actual time for the refund to reach your account depends on your bank or payment service provider..

Refund Method

Refunds will be returned to the original payment method used for the transaction. If the original payment method is no longer available, we will contact you to arrange an alternative refund method, which may require additional verification.  

Customer Support

Contact Details

Customer service hotline: (852) 3705 1599 
Email: enquiries@10life.com 
hours: Monday to Friday, 09:00-18:00

Policy Updates

We reserve the right to update this Policy from time to time. Significant changes will be communicated to customers 30 days in advance on our website. To the extent permitted by applicable law, your continued use of this Platform after the effective date of any updated Policy constitutes your acceptance of the changes.