Payment and Refund Policy

Last updated: 19 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 showfrontza for customers in Singapore. It covers individual and family health insurance plans, including hospitalisation, outpatient treatment, critical illness coverage, and supplementary riders. The policy governs payments for premiums, policy renewals, and any associated administrative fees. It does not apply to third-party insurance products sold through external partners unless explicitly stated in the contract documents.

Prices, Currencies, Taxes, and Any Additional Charges

All prices are quoted in Singapore dollars (SGD). Premium amounts are determined based on age, health status, coverage level, and other underwriting factors at the time of application. Goods and Services Tax (GST) at the prevailing rate is included where applicable under Singapore law. Additional charges may include policy administration fees, late payment penalties, and stamp duty on certain contracts. Customers will receive a detailed breakdown of all costs before any payment is authorised. Currency conversion fees may apply if payment is made from an overseas account, and these are the responsibility of the payer.

Accepted Payment Methods, Payment Authorisation, and Payment Security

We accept payment via major credit and debit cards, internet banking transfers, GIRO direct debit, and selected e-wallet services. All payments are processed through secure, PCI-DSS compliant gateways. Authorisation occurs in real time for card payments, and funds are debited upon successful confirmation. For recurring premiums, customers authorise ongoing deductions. showfrontza employs industry-standard encryption and does not store full card details on its servers. Customers should ensure sufficient funds are available to avoid failed transactions.

Order, Booking, or Service Confirmation and When a Contract Is Formed

A binding contract for health insurance is formed only after showfrontza issues a formal policy document following underwriting approval. Temporary cover may be provided upon receipt of the initial premium, but full coverage commences on the policy start date stated in the contract. Customers receive email confirmation containing policy number, coverage details, and premium schedule within five business days of approval.

Cancellation Rights and Applicable Cancellation Periods

Under Singapore's Consumer Protection (Fair Trading) Act and insurance regulations, customers have a 14-day free-look period from receipt of the policy document to cancel without penalty, provided no claims have been made. After this period, cancellation is subject to the terms of the specific policy, which may include surrender charges or forfeiture of premiums paid. Group policies and certain short-term covers may have different cancellation rules detailed in the policy wording.

Refund Eligibility, Exclusions, and Non-Refundable Items or Services

Refunds are available during the free-look period or if a policy is cancelled due to underwriting rejection. Premiums are non-refundable once coverage has commenced except in cases of duplicate payment, proven error by showfrontza, or regulatory requirement. Administrative fees, stamp duties, and any claims already paid are excluded from refunds. Promotional discounts or bundled services may be non-refundable if the promotion terms so specify.

The Step-by-Step Procedure and Information Required to Request a Refund

To request a refund, customers must submit a written request via the contact form on the Contacts page or email [email protected]. The request must include the policy number, full name of the insured, reason for refund, and bank account details for electronic transfer. Supporting documents such as proof of payment or medical reports may be required. Requests received outside the free-look period will be assessed on a case-by-case basis.

Inspection, Approval, Rejection, and Notification of the Refund Decision

showfrontza will acknowledge receipt of the refund request within three business days. The request undergoes review for eligibility, typically completed within 10 business days. Customers are notified of approval or rejection by email, with reasons provided for any refusal. Approved refunds are processed without further action from the customer.

Refund Method, Processing Time, and When Funds Should Reach the Customer

Refunds are issued via the original payment method where possible, or by bank transfer to a Singapore-registered account. Processing takes up to 14 business days after approval, though credit card refunds may appear on statements within one to two billing cycles. Customers should contact their bank if funds are not received within the stated timeframe.

Special Rules for Digital Content, Subscriptions, Services, or Promotional Offers Where Relevant

Health insurance policies are treated as ongoing service contracts. Digital policy documents and online portals are provided as part of the service and are non-refundable separately. Subscription-style renewals continue automatically unless cancelled in writing before the renewal date. Promotional offers such as waived first-month premiums are forfeited upon cancellation outside the free-look period.

Failed Payments, Duplicate Charges, Chargebacks, and Suspected Fraud

Failed payments due to insufficient funds incur a reminder and possible policy lapse after 30 days. Duplicate charges are investigated and refunded within 10 business days upon verification. Chargebacks must be raised through the card issuer, after which showfrontza will provide evidence of the transaction. Suspected fraudulent activity results in immediate account suspension and reporting to relevant Singapore authorities.

Mandatory Consumer Rights in Singapore That the Policy Cannot Exclude

This policy does not limit any rights under the Consumer Protection (Fair Trading) Act, 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 if they believe their statutory rights have been breached.

Contact Route, Policy Changes, and Last-Updated Date

For questions about this policy, please use the contact form on the Contacts page or reach [email protected] or 6788 1777. showfrontza may update this policy from time to time; the latest version will be posted on the website with a new last-updated date. Continued use of services after changes constitutes acceptance of the revised terms.