Service Boundary

English Version

This Service Boundary page explains the support available when planning a visit to China, what we will confirm with you, and how our role fits alongside hospitals and other service providers.

Effective date: 14 September 2026. Last updated: 14 September 2026.

You can also visit our FAQ for common planning questions, or contact us to discuss how these services could fit your visit.

1. Who Will Help You

ChinaCare Concierge is a medical concierge and travel support service for international patients and families in China.

The service focuses on practical coordination, communication, interpretation, hospital visit assistance, and travel concierge support.

Our international entry point is operated by 天津康捷陪诊服务有限公司, based in Tianjin, China. You can contact our team to discuss your needs, confirm arrangements, and follow up on the coordination services we agree to provide. Before you commit, we will explain who will provide each part of your service and how to contact us during the agreed service period.

ChinaCare Concierge supports the practical parts of your visit. It does not provide diagnosis, treatment, emergency medical services, medical advice, or guaranteed clinical outcomes.

2. Preparing for a Hospital Visit

We can help organize your stated visit purpose, preferred hospital or city, timing, language needs, and accompanying family arrangements. Using this information and any existing referral or instructions from your clinician, we can help contact the hospital, ask about appointment options, and clarify practical preparation requirements.

An appointment is confirmed by the hospital. Acceptance, doctor schedules, available beds, and clinical suitability are determined by the relevant healthcare provider. We will communicate the confirmation or available alternatives so you can decide your next step. Please wait for confirmation before relying on a proposed appointment in your travel plans.

If an appointment cannot be completed, we will discuss available alternatives and handle any refund due under the terms agreed for that service, as described in Section 6.

3. Support on the Day of Your Visit

Depending on your confirmed arrangement, we can assist with hospital arrival and check-in, finding departments, navigating the visit process, and communication with hospital staff. Family involvement will follow your preferences, appropriate authorization, and hospital rules.

We will confirm the meeting point, service hours, number of visits, language support, and included tasks before the service starts. If waiting times or a change of plan require additional support, we will discuss availability and any extra fees with you before extending the service.

Please tell us in advance if you need wheelchair assistance, help moving between seats or beds, personal care, or overnight support. We will review what can safely be arranged and identify any separate provider or service needed. These needs are not automatically included in an ordinary chaperone booking. Clinical nursing and medical supervision require appropriately qualified healthcare providers.

4. Understanding the Conversation with Your Doctor

When language support is included, we can help you express your questions and faithfully translate the healthcare team's explanations, including their explanations of results or instructions. If something is unclear, we can help you ask the healthcare professional to clarify it. Written, certified, or specialist document translation will be agreed separately where needed.

Clinical meaning, treatment choices, medication instructions, and decisions about examinations, admission, discharge, or follow-up come from licensed healthcare professionals in discussion with the patient or a person legally authorized to act for the patient. Our non-clinical coordinators and interpreters do not provide diagnosis, treatment, emergency care, medical advice, medical decisions, or clinical nursing.

We can assist with communication about medical consent documents, but our staff do not accept appointments to act as your medical decision-maker or sign medical consent documents for you. Family involvement alone does not authorize someone to make decisions for a competent adult. Administrative tasks, such as collecting a report on your behalf, require separate appropriate authorization and must comply with hospital rules.

5. Practical Follow-Up After Your Visit

Where follow-up coordination is part of your confirmed service, we can help with report collection arrangements, communication with the hospital, and the timing of a return visit requested by your doctor. We will explain the included tasks, contact method, and follow-up period in advance.

Questions about symptoms, results, recovery, or changes to medication should be addressed to your healthcare team. If you need further coordination beyond the agreed period or tasks, we can discuss a new arrangement with you.

6. Hospital Fees and Appointment Refunds

Medical fees are normally paid directly to the hospital. We may assist with collecting them only when the hospital has expressly authorized us to do so. Before payment, we will explain the charges, the hospital's authorization, the collection arrangement, and how the relevant receipts or invoices will be provided. Our coordination fees will be identified separately from medical fees.

Refund arrangements when an appointment cannot be completed depend on the particular service and its agreed conditions. Before payment, the service confirmation or contract will explain the applicable circumstances, refund scope, any charges or deductions, and processing times. We will handle refunds according to those terms and applicable law, and assist with any relevant hospital refund request within our agreed role.

7. Hotel, Transfer, and City Tour Bookings

We can help book hotels, airport or local transfers, and city tours around your medical itinerary and the needs of accompanying family members. Specific arrangements depend on travel dates, the selected services, supplier availability, and booking conditions.

Once the details are established, we will explain the service provider, what is included, the cost, the payment recipient and arrangements, and the applicable cancellation, amendment, and refund policies. Conditions vary between hotels, vehicle providers, and tour operators. The specific arrangement and terms you confirm before booking will apply, subject to applicable law.

We will obtain your confirmation before finalizing a booking or incurring costs you must pay. If an arrangement later needs to change, we will help communicate with the supplier and explain available options, existing cancellation obligations, and any additional charges before you decide whether to proceed with a revised arrangement.

Ordinary vehicle bookings do not include medical or emergency transport. Any question about fitness to travel or participate in an activity should be discussed with your treating clinician. Entry and visa decisions remain with the relevant authorities; booking support does not guarantee entry or replace professional immigration advice.

8. Agreeing Your Service and Handling Changes

Before paid work begins, we will confirm the service scope, location, dates or hours, included visits or tasks, fees, payment arrangements, and relevant cancellation and refund conditions in writing. An agreed email exchange or service contract can record these details. A general inquiry or an initial discussion does not itself confirm a booking or create a payment obligation.

We will also explain whether a hospital or other provider contracts directly with you or assists us with a service we have agreed to provide. We remain responsible for the coordination obligations we accept. As our service network develops, we may work with a China-based platform, affiliated companies, franchise or partner concierge providers, and other support providers; their involvement and availability will be confirmed for your specific request.

If you would like to add visits, extend support, or change your itinerary, we will discuss feasibility and any revised price or timing before starting additional work. Hospital or supplier changes will be communicated when we become aware of them, together with the practical options available. Specific agreements and our Terms of Service explain the applicable rights and obligations; this page does not remove rights provided by law.

9. Additional Care Needs and Urgent Situations

If a request needs clinical expertise, requires authorization that has not been provided, or cannot safely or lawfully be fulfilled, we will explain what needs to be resolved and, where appropriate, suggest contacting a suitable professional or provider. We may pause or decline that part of a request. For any affected paid service, we will discuss alternatives and handle any refund due under the agreed terms and applicable law.

During an accompanied visit, if you become unwell, we will help alert hospital staff or local emergency services and, where appropriate, notify your designated contact. Medical assessment and treatment are provided by the healthcare team. If you have an urgent medical concern, contact local emergency services or a hospital immediately; do not wait for an email or consultation response from us.

10. Your First Inquiry and Contact Details

To begin, tell us the practical support you are seeking, your preferred location and dates, language needs, and any family or accessibility arrangements. Initial consultations should not include complete sensitive medical records unless a secure follow-up process has been arranged. Please keep the first website form free of detailed medical records and identity documents; if further information is necessary, we will explain its purpose, arrange an appropriate submission process, and obtain any required consent or authorization. See our Privacy Policy.

• Operator: 天津康捷陪诊服务有限公司, operating ChinaCare Concierge
• Email: [email protected]
• Contact address: Room 601, Building 4, Tiankai Plaza, Nankai District, Tianjin, China (天津市南开区天开广场4号楼601)

中文参考版本

本服务边界页面说明规划来华行程时可以获得哪些支持、我们会与你确认哪些安排，以及我们与医院和其他服务方如何分工。

生效日期：2026年9月14日。最近更新日期：2026年9月14日。

你也可以通过常见问题了解一般准备事项，或联系我们讨论这些服务如何配合你的行程。

1. 谁来协助你

ChinaCare Concierge 是面向国际患者和家庭的中国医疗礼宾与旅行支持服务品牌。

服务重点是实际协调、沟通、翻译、医院访问协助和旅行礼宾支持。

我们的国际服务入口由位于中国天津的天津康捷陪诊服务有限公司运营。你可以通过我们的团队讨论需求、确认安排，并跟进我们已约定提供的协调服务。在你决定接受服务前，我们会说明各项服务由谁提供，以及在约定服务期间如何联系我们。

ChinaCare Concierge 协助处理就医行程中的实际事务，不提供诊断、治疗、急诊医疗服务、医疗建议或临床结果保证。

2. 就医前的准备和预约

我们可以协助整理你所说明的就诊目的、意向医院或城市、时间、语言需求及家属同行安排，并根据这些信息及医生已有的转诊或就医要求，协助联系医院、了解可选预约和就诊前的实际准备事项。

具体预约以医院确认为准。是否接收、医生排期、床位安排及临床适配性，由相关医疗服务提供方决定。我们会向你传达确认结果或可选方案，方便你决定下一步。请在收到确认后，再据此安排相关行程。

如预约未能完成，我们会与你讨论可选安排，并按该项服务事先约定的条件处理应退费用，具体见第6节。

3. 就诊当天的支持

根据已确认的安排，我们可协助到院报到、寻找科室、衔接就诊流程及与医院工作人员沟通。家属参与会结合你的意愿、适当授权和医院规则安排。

服务开始前，我们会与你确认集合地点、服务时段、就诊次数、语言支持及包含的具体事项。如候诊时间或行程变化需要延长支持，我们会在延长服务前与你讨论人员可用性和额外费用。

如需轮椅协助、上下座椅或床铺时的转移协助、个人生活照料或夜间支持，请提前告知。我们会确认哪些事项能够安全安排，以及是否需要另外的服务或人员。这些需求并非普通陪诊预订自动包含的内容；临床护理和医疗监护需由具备相应资质的医疗服务提供方承担。

4. 帮助你与医生沟通

服务包含语言支持时，我们可以协助你表达问题，并忠实翻译医护人员的说明，包括医护人员对检查结果或医嘱的解释。如有不清楚的地方，我们会协助向医护人员进一步询问。书面、认证或专业文件翻译如有需要，会另行约定。

临床含义、治疗选择、用药指导，以及检查、入院、出院或复诊等医疗决定，由持证医疗专业人士与患者或依法有权代表患者的人沟通处理。我们的非医疗协调人员和翻译人员不提供诊断、治疗、急救、医疗建议、医疗决策或临床护理。

我们可以协助就医疗同意文件进行沟通，但工作人员不接受担任你的医疗决策代理人或代签医疗同意文件的委托。仅因家属参与，并不使其有权代替具有相应决定能力的成年人作出医疗决定。代领报告等行政事务，须另有适当授权并符合医院规则。

5. 就诊后的实际事务跟进

如已确认服务包含后续协调，我们可以协助安排报告领取、与医院进一步沟通，以及衔接医生要求的复诊时间。包含的事项、联系方式和跟进期限会提前说明。

有关症状、检查结果、康复或调整用药的问题，请向医疗团队询问。如需超出已约定期限或事项的进一步协调，我们可以与你讨论新的安排。

6. 医院费用和预约退款

医疗费用通常由你直接向医院支付。只有在医院明确授权我们代收时，我们才会协助办理，并在付款前说明费用明细、医院授权、代收安排及相关收据或发票的提供方式。我们的协调服务费将与医疗费用分别说明。

预约未能完成时的退款安排，取决于具体服务及其事先约定的条件。付款前的服务确认或合同会说明适用情形、退款范围、可能收取或扣除的费用，以及办理时限。我们会按照这些约定和适用法律处理退款，并在约定职责范围内协助向医院提出相关退款请求。

7. 酒店、接送和城市游预约

我们可根据你的就医行程及同行人员需求，协助预约酒店、机场或本地接送车辆和城市游等服务。具体安排取决于出行日期、所选服务、供应商可用性及其预订条件。

具体方案确定后，我们会向你说明服务提供方、服务内容、费用、收款方及付款安排，以及适用的取消、改期和退款政策。不同酒店、车辆及旅游服务商的条件可能不同，在遵守适用法律的前提下，以你在预订前确认的具体方案和条款为准。

在确认预订或产生需由你承担的费用前，我们会取得你的确认。如后续需要调整安排，我们会协助与相关服务商沟通，并说明可选方案、已有的取消义务及新增费用，再由你决定是否接受调整后的安排。

普通车辆预订不包含医疗或急救转运。是否适合出行或参加某项活动，应向你的主治医生确认。入境和签证决定由有权机关作出；预订协助不保证入境，也不能替代专业移民建议。

8. 确认服务和处理变化

开始付费工作前，我们会以书面方式确认服务范围、地点、日期或时段、包含的就诊次数或事项、费用、付款安排，以及相关取消和退款条件。双方达成一致的邮件或服务合同均可记录这些内容。一般咨询或初步讨论本身不确认预订，也不产生付款义务。

我们也会说明，你是直接与医院或其他服务方签约，还是由该方协助我们履行已约定的服务。我们对自己承诺承担的协调义务负责。随着服务网络发展，我们可能与中国境内平台、关联公司、加盟或合作陪诊服务方及其他支持方协作；相关参与方及其可用性会根据你的具体请求确认。

如需增加就诊次数、延长支持或调整行程，我们会在开展新增工作前与你讨论可行性及价格、时间变化。获知医院或供应商的安排变化后，我们会向你说明情况及可选方案。具体协议及服务条款说明适用的权利和义务；本页面不排除法律规定的权利。

9. 额外照护需求和紧急情况

如请求需要临床专业能力、缺少必要授权，或无法安全、合法地履行，我们会说明需要解决的问题，并在适当时建议联系相关专业人员或服务方。我们可以暂停或拒绝该部分请求。如影响已付费服务，我们会讨论替代安排，并按约定和适用法律处理应退费用。

陪同期间如你出现不适，我们会协助联系医院工作人员或当地急救服务，并在适当时通知你指定的联系人。医疗评估和救治由医疗团队提供。如有紧急医疗问题，请立即联系当地急救服务或医院，不要等待我们的邮件或咨询回复。

10. 初次咨询和联系方式

首次联系时，请说明所需的实际支持、意向地点和日期、语言需求，以及家属同行或无障碍安排。除非已安排安全的后续流程，初次咨询不应提交完整敏感医疗记录。请勿在首次网站表单中提交详细病历和身份证件；如确需补充信息，我们会说明用途、安排适当的提交流程，并取得必要的同意或授权。信息处理方式见隐私政策。

• 运营主体：天津康捷陪诊服务有限公司，运营品牌为 ChinaCare Concierge
• 邮箱：[email protected]
• 联系地址：中国天津市南开区天开广场4号楼601