Terms of service & refund commitment

1Scope: what we deliver

We provide cross-border medical referral and coordination services. No clinical care is included.

• Collection, structured restructuring and Chinese-English translation of medical records
• Submission to the receiving hospital in China to request a director-level admission feasibility review
• Issuing and explaining the written consultation opinion
• Hospital coordination, outpatient and admission scheduling, and help preparing what the invitation letter requires
• Pre-departure guidance and coordination while you are in China

2The fixed USD 300 service fee: what it covers and what it does not

The service fee is a fixed USD 300 (approx. RM 1,400). It is not a “from” price and does not increase with the complexity of the case.

• Covered: record restructuring and translation, specialist review, hospital submission and coordination
• Not covered: all hospital charges, including registration, tests, medicines, surgery and inpatient fees
• Not covered: third-party costs such as flights, accommodation, visas, certified translation, escorts and insurance

3Where the service ends

The service ends once hospital coordination and appointment registration are complete. From that point the receiving hospital’s team handles treatment and in-hospital communication. Any costs you incur at the hospital, and any medical decisions, are unrelated to our service fee.

4Refund commitment and exclusions

We never charge an extra fee on the condition of “guaranteed admission”. Refunds are handled as follows:

• If the specialist review finds no admission value, or that cross-border transfer cannot be tolerated, the service fee is refunded in full under these terms
• If hospital coordination and appointment registration have been completed, the service fee is not refunded
• If the process stops for your own reasons (you withdraw, a visa is refused, records are not provided as agreed), settlement is based on the stages completed
• Confirmed refunds are returned by the original payment route; the time to arrive depends on the payment channel

5Your responsibilities

• Provide true, complete and verifiable medical and identity documents
• Disclose the medicines you are taking and your medical history accurately
• Decide for yourself whether to accept a treatment plan, and sign the hospital’s informed consent documents
• Obtain your own passport, visa and insurance

6Changes and cancellation

Hospital scheduling can shift with clinical demand. We tell you as soon as we know and help reschedule. If you need to change or cancel, tell us as early as possible so that costs already incurred at the hospital can be limited.

7Limitation of liability

Clinical outcomes depend on the receiving hospital and the patient’s condition. We accept no responsibility for medical outcomes and are not liable for indirect losses. If force majeure (including epidemics, changes in border policy or natural disasters) prevents travel or delivery, neither party is in breach, and the unfinished part is settled under section 4.

8Governing law, languages and updates

These terms are governed by the laws of Malaysia, and disputes are first addressed by negotiation; failing that, by the competent courts of Malaysia. This page is provided in Chinese, English and Malay; if the versions differ in meaning, the English version prevails. When these terms change, the date on this page is updated.