It IS new, tho' as mentioned pmUA was using this policy before 3/3. Not sure when it changed, but bh broke all sorts of bones in the leg in Feb 2009, and we had to make two ticket changes as a result; all fees fully refunded. Some time between then and 2011 the $50 "handling fee" was introduced. TBH, with all our medical records et al, translated as this happened overseas, they never once asked to see anything in order to process the refund in the end. So I am assuming they just made $50 the default change fee, to offset against people abusing the system.