PayNow Refunds FAQs

Changes to Patient Refund Process at CGH

From 1 August 2025, CGH will issue refunds to PayNow accounts linked to the patient’s National Registration Identity Card (NRIC) or Foreign Identification Number (FIN). This replaces refunds via cheque and is a more secure option that helps ensure that refunds are credited to the intended recipient, with the NRIC/FIN as the unique identifier for the recipient.

1. How do refunds via PayNow – NRIC/FIN work?

For Singaporeans and Permanent Residents, all credit balances (if any) will be refunded to patients through their PayNow account registered with NRIC/FIN (regardless of the original payer). Please note that this will only apply after the credit balances are used to offset other outstanding bills you may have.

PayNow – NRIC/FIN refunds do not apply to patients under 18 years old, foreign patients/employees, mentally incapacitated patients (as medically declared), and deceased patients. These groups of patients have alternative refund methods and may submit their refund crediting details via the CGH Refund Authorisation Form (Non-SingPass).

SMS notifications will be sent to inform the patient of the status of the refund transaction after one working day. For unsuccessful transactions, the refund amount will be retained in the patient’s account until a PayNow – NRIC/FIN account is registered, or refund crediting details are provided.

2. What is the difference between PayNow linked to NRIC/FIN and PayNow linked to a mobile number?

PayNow – NRIC/FIN uses the National Registration Identity Card (NRIC) or Foreign Identification Number (FIN) as a unique identifier for each individual. This helps ensure that refunds are credited to the intended recipient. Mobile numbers are not unique to individuals and ownership can change.

Please set up a PayNow – NRIC/FIN account for a more secure refund process. Contact your bank directly or use your banking app to check your PayNow account registration status, as all PayNow records are maintained by the individual banks.

3. What happens if I do not have a PayNow – NRIC/FIN account?

Please approach your bank directly or use your banking app to register for a PayNow – NRIC/FIN account. Do register for an account before your next clinic visit or hospital admission.

4. If I’m a patient without a PayNow – NRIC/FIN account, can I request for my refund to be credited to a Next-of-Kin (NOK) or another party’s PayNow – NRIC/FIN account?

Yes, you will need to fill in the CGH Refund Authorisation Form (SingPass) and provide refund crediting details. Both you and the intended recipient will need to provide documents for verification in the form before the refund can be processed.

5. How will the refund be processed if different modes of payment were used?

Any excess payments or credit balances will be refunded via PayNow – NRIC/FIN, regardless of the original payer. This applies to payments made through AXS, SAM, HealthHub, Health Buddy, SingPost, 7-Eleven, CGH self-service payment stations, NETS, cash, or eWallets.

6. Who can I approach for further queries?

Please submit your enquiries via the SingHealth Payment Enquiry form.