Terms of Service

English Version

These Terms of Service describe the rules for using the ChinaCare Concierge website and inquiry channels, and the general basis for any later, separately confirmed services.

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

ChinaCare Concierge is operated by 天津康捷陪诊服务有限公司, a company based in Tianjin, China ("we," "us," or "our"). The website helps international patients, families, and business contacts explore hospital visit coordination, interpretation, concierge, and related non-clinical support in China.

The website currently provides information and an initial inquiry channel, not automatic appointment confirmation or online payment. Our contact details appear in Section 16. Information handling is described in our Privacy Policy.

2. No Automatic Contract Formation

Submitting a general inquiry does not create a service contract, medical provider relationship, hospital appointment, confirmed booking, payment obligation, or guarantee of availability. Simply viewing a service page, clicking a call-to-action, or exchanging preliminary emails also does not confirm a paid service.

Before a paid service starts, we will seek your agreement through written communication or a service agreement identifying the contracting and fulfillment parties, scope, timing, fees, payment arrangements, and cancellation and refund terms. You are not obliged to purchase a service simply because you have made an inquiry.

A manual confirmation step is required in our service process. Written confirmation can include an agreed email exchange; nothing here overrides a contract or obligation that has otherwise arisen under applicable law, including through actual performance and acceptance.

3. Future China-Based Service Network

We may in the future coordinate with a China-based platform, affiliated or partner service providers, local concierge companies, travel providers, interpreters, and other support providers. Any provider's role in a particular service will be explained before you commit to that service.

References to future platforms, partner networks, booking, or payment features are not a promise that those features are live or that every service is available for every inquiry. Working with another provider does not by itself transfer our agreed obligations to that provider.

4. User Responsibilities

You agree to:

Provide accurate and lawful inquiry information
Have appropriate authority when communicating for another person, and make clear whose request you are making
Avoid submitting complete medical records, identity documents, diagnostic reports, imaging files, or other highly sensitive materials through the initial website form
Avoid requesting diagnosis, treatment, emergency care, medical advice, prescription advice, interpretation of test results, treatment selection, or medical decision-making from ChinaCare Concierge or any non-medical coordinator
Avoid asking any coordinator, interpreter, concierge staff member, local partner, or chaperone to sign medical consent documents or make medical decisions on behalf of a patient
Use the website only for lawful purposes
Respect intellectual property, privacy, security, and service boundaries

Please correct material errors and tell us about changes affecting an agreed arrangement. Missing, inaccurate, or delayed information may delay review or affect what can be arranged. We will explain the effect where reasonably possible; it does not automatically make you responsible for every resulting loss or excuse our own failure to perform agreed duties.

5. Right to Decline or Pause Requests

ChinaCare Concierge may decline, pause, redirect, or request more information for an inquiry if:

The request appears to involve emergency symptoms or urgent medical risk
The request asks for diagnosis, treatment, medical advice, or medical decision-making
The request appears unlawful, unsafe, misleading, abusive, or outside service boundaries
Required information, authorization, consent, or practical feasibility is missing
A suitable China-based provider, partner, interpreter, travel provider, or coordinator is not available

If a request appears urgent or medically unsafe, users should contact local emergency services, a hospital, or a licensed healthcare professional immediately.

Where lawful and reasonably practicable, we will explain a refusal or pause and any information needed to continue. If a paid service is affected, we will address alternatives and any refund due under the agreement and applicable law; this section is not a right to cancel at will and keep payment for work not provided.

6. Third-Party Services

Hospitals and licensed healthcare professionals make their own clinical decisions and provide medical services independently. Travel, accommodation, interpretation, and other support providers may also have separate terms. We will explain whether you are contracting directly with a provider or whether it is assisting us with a service we have agreed to provide.

We cannot guarantee hospital schedules, doctor availability, clinical outcomes, visa approvals, or travel conditions. If a relevant arrangement changes, we will inform you when we become aware of it and provide the coordination assistance we have agreed to provide. A provider's independent status does not exclude responsibility we have under our agreement or applicable law, including responsibility for providers we engage to fulfill our own obligations.

7. Medical and Service Boundary

ChinaCare Concierge provides coordination, communication, interpretation planning, hospital visit assistance, travel concierge, and related non-clinical support. It does not provide diagnosis, treatment, emergency medical services, medical advice, prescriptions, clinical interpretation, medical transportation unless separately confirmed, or guaranteed clinical outcomes.

Medical decisions are made by the patient or a person legally authorized to act for the patient, in consultation with licensed healthcare professionals. Family involvement alone does not authorize someone to make decisions for a competent adult. Website content, translations, and inquiry responses do not replace professional medical advice or the patient's informed consent.

8. Fees and Changes to Scope

Any paid coordination service will be quoted before you commit. The confirmation will distinguish our service fees from hospital charges and other third-party costs, state what is included and excluded, and identify the currency, payment recipient, payment schedule, and any known additional charges.

An estimate is not a fixed quote unless expressly confirmed as such. We will explain relevant assumptions and confirm material changes before you accept additional costs. Additional requests outside the agreed scope require your agreement to any revised price or timing; we will not treat a request for information as permission to incur new charges.

Hospital or other provider charges are payable to the recipient identified in the relevant written confirmation. We will not collect or commit money on your behalf without appropriate authorization. These Terms do not activate online payment or authorize a debit.

9. Cancellation, Rescheduling, and Refunds

Before any paid service begins, its written confirmation will explain the applicable cancellation process, charges, and refund timing. Subject to applicable law and any different lawful terms specifically agreed with you:

If you cancel, we may charge for work actually completed under the agreed scope and reasonable third-party costs that you authorized, that were actually incurred, and that cannot be recovered. Any deductions must be explained and not counted twice.
Prepaid amounts for unperformed services will be refunded after any lawful, explained deductions. Starting one part of a service does not automatically make the entire fee non-refundable.
Relevant hospital, hotel, or transport cancellation rules will be disclosed before we arrange those services for you. We will assist with refund requests within the scope of our role, but do not promise a refund a separate provider is not legally or contractually required to give.
If we cannot provide an agreed service, we will discuss alternatives or refund the amounts due for services not provided. This does not limit any further remedy you have for our breach.

If an event outside the parties' reasonable control affects an arrangement, we will discuss rescheduling, alternatives, or cancellation and explain the cost implications. Any relief from liability depends on the agreement and applicable law; you will not be required to accept credit instead of a refund where a refund is due.

10. Website Content

Website content supports general information and planning. Hospital availability, indicative prices, and travel requirements can change and should be confirmed for your circumstances. We aim to provide accurate information and correct material errors brought to our attention. We do not promise uninterrupted website or email availability, and website content is not medical, legal, immigration, or insurance advice. These qualifications do not excuse misleading statements or override a specific commitment we make to you.

11. Intellectual Property

The website's brand materials, text, design, images, and other content belong to us or the relevant rights holders, unless otherwise stated. You may view the website for personal or internal evaluation purposes and save these Terms or other information needed to understand or exercise your rights. Commercial reproduction or reuse requires permission, except where applicable law allows it.

12. Responsibility and Liability

We are responsible for providing our agreed coordination services with reasonable care and skill and for complying with applicable law. We do not undertake the clinical duties of an independent healthcare provider or guarantee medical outcomes.

Responsibility for loss will be assessed according to the agreed obligations, the cause of the loss, and applicable law. A delay, third-party involvement, inaccurate user information, or an event beyond reasonable control does not automatically release us from our own obligations. Both parties should take reasonable steps to avoid preventable additional loss.

Nothing in these Terms excludes or limits liability for personal injury, property loss caused by intentional misconduct or gross negligence, or any other liability that cannot lawfully be excluded or limited. Nor do these Terms remove mandatory consumer protections or your right to seek a remedy for our breach.

13. Specific Service Agreements

A service agreement or written confirmation accepted by both parties may set more specific terms for that service. Lawful, specifically agreed terms take priority over these general website terms where they differ, but do not remove rights that cannot be waived. A third-party invoice, privacy notice, or unaccepted document does not by itself change our agreed service obligations.

14. Governing Law and Complaints

These Terms are governed by the laws applicable in mainland China, subject to any mandatory rules or protections that applicable law does not allow the parties to exclude.

Please send service questions or complaints to [email protected] with enough information to identify the relevant inquiry or service. We will review the matter and seek a reasonable resolution. This does not require you to give up or delay a complaint to a competent authority or proceedings before a court with jurisdiction. These website Terms do not impose mandatory arbitration or restrict your choice of a competent court under applicable law.

15. Changes

We may revise these Terms to reflect changes in our services or legal requirements and will identify the revised date. Material changes will be brought to your attention appropriately before they apply. An update will not retrospectively change a confirmed service or impose new charges or obligations without your agreement, except as required by law. If a provision is invalid, the remaining provisions continue to apply to the extent lawful.

16. Contact

Operator: 天津康捷陪诊服务有限公司, operating ChinaCare Concierge
Public email for inquiries and complaints: [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

本服务条款说明使用 ChinaCare Concierge 官网及咨询渠道的规则，以及后续单独确认服务的一般基础。

生效日期：2026年9月14日。最近更新日期：2026年9月14日。

1. 官网和运营主体

ChinaCare Concierge 由天津康捷陪诊服务有限公司（位于中国天津，以下简称“我们”）运营。本网站协助国际患者、家属及商业联系人了解中国境内医院访问协调、翻译、礼宾及相关非医疗支持。

本网站当前提供信息及初步咨询渠道，不提供自动预约确认或在线付款。联系方式见第16节。信息处理规则见隐私政策。

2. 不自动成立合同

提交一般咨询不构成服务合同、医疗服务关系、医院预约、确认订单、付款义务或服务可用性保证。仅浏览服务页面、点击行动按钮或交换初步邮件，也不代表确认付费服务。

在付费服务开始前，我们会通过书面沟通或服务协议与你确认签约主体、履约方、服务范围、时间、费用、付款安排，以及取消和退款条款。提出咨询本身不使你承担购买义务。

我们的服务流程要求人工确认。书面确认可以包括双方达成一致的邮件；本条不否认依据适用法律已经成立的合同或义务，包括因实际履行并获接受而成立的合同。

3. 未来中国境内服务网络

我们未来可能与中国境内平台、关联或合作服务商、本地陪诊公司、旅行服务商、翻译人员及其他支持方协作。你决定接受某项服务前，我们会说明相关服务方在该服务中的角色。

有关未来平台、合作网络、预约或付款功能的描述，不代表相关功能已经上线，也不代表每项服务均适用于每次咨询。与其他服务方合作，本身不使我们约定承担的义务转移给该方。

4. 用户责任

你同意：

提供真实、准确、合法的咨询信息
代表他人沟通时具有适当权限，并明确说明所代表的人及其请求
不通过初次网站表单提交完整病历、身份证件、诊断报告、影像资料或其他高度敏感材料
不要求 ChinaCare Concierge 或任何非医疗协调人员提供诊断、治疗、急救、医疗建议、处方建议、检查结果解释、治疗方案选择或医疗决策
不要求任何协调人员、翻译人员、礼宾人员、本地合作方或陪诊人员代签医疗同意文件或代替患者作出医疗决定
仅为合法目的使用网站
尊重知识产权、隐私、安全和服务边界

请更正重要信息错误，并告知影响已约定安排的变化。信息缺失、不准确或延迟可能影响审阅和安排；在合理可行时，我们会说明具体影响。这不意味着你自动承担由此产生的全部损失，也不免除我们未履行约定义务的责任。

5. 拒绝或暂停请求的权利

如出现以下情形，ChinaCare Concierge 可以拒绝、暂停、转向处理或要求补充信息：

请求涉及急症症状或紧急医疗风险
请求要求诊断、治疗、医疗建议或医疗决策
请求涉嫌违法、不安全、误导、滥用或超出服务边界
缺少必要信息、授权、同意或实际可行性
暂无合适的中国境内服务提供方、合作方、翻译、旅行服务商或协调人员

如请求看起来紧急或存在医疗安全风险，用户应立即联系当地急救服务、医院或持证医疗专业人士。

在合法且合理可行时，我们会说明拒绝或暂停的原因，以及继续处理所需的信息。如影响已付费服务，我们会按照约定和适用法律处理替代安排及应退费用；本条不赋予我们任意取消服务并保留未履行部分费用的权利。

6. 第三方服务

医院及持证医疗专业人士独立作出临床决定并提供医疗服务。旅行、住宿、翻译及其他支持方也可能适用单独条款。我们会说明，你是直接与该服务方签约，还是由该方协助我们履行已经向你承诺的服务。

我们不保证医院排期、医生可用性、临床结果、签证批准或旅行状况。相关安排发生变化时，我们会在知悉后告知你，并提供已约定的协调协助。服务方的独立身份，不排除我们依据约定或适用法律承担的责任，包括我们委托服务方履行自身义务时应承担的责任。

7. 医疗和服务边界

ChinaCare Concierge 提供协调、沟通、翻译安排、医院访问协助、旅行礼宾及相关非临床支持。我们不提供诊断、治疗、急诊医疗服务、医疗建议、处方、临床解释、未经单独确认的医疗转运或临床结果保证。

医疗决定由患者或依法有权代表患者的人与持证医疗专业人士沟通后作出。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。网站内容、翻译和咨询回复不能替代专业医疗建议或患者的知情同意。

8. 费用和服务范围变更

任何付费协调服务均会在你决定接受前报价。确认文件会区分公司服务费、医院费用及其他第三方费用，说明包含和不包含的项目、币种、收款方、付款安排及已知额外费用。

除明确确认为固定报价外，估算不属于固定报价。我们会说明相关估算前提，并在你接受额外费用前确认重大变化。超出已约定范围的新增请求，需要你同意相应价格或时间调整；我们不会将询问信息视为允许产生新费用。

医院或其他服务方的费用，应支付给相应书面确认中说明的收款方。未经适当授权，我们不会代收款项或代你作出付款承诺。本条款不启用在线付款，也不构成扣款授权。

9. 取消、改期和退款

任何付费服务开始前，其书面确认会说明适用的取消流程、费用和退款时限。在遵守适用法律、且双方未另行明确约定其他合法条款的前提下：

如你取消服务，我们可以结算已在约定范围内实际完成的工作，以及你已授权、实际发生且无法追回的合理第三方费用。任何扣款均须说明，且不得重复计算。
对未履行服务的预付款，在依法扣除已说明的合理费用后退还。开始某一部分服务，不会自动使全部费用变为不可退。
我们为你安排医院、酒店或交通服务前，会说明相关取消规则。我们会在职责范围内协助提出退款请求，但不保证独立服务方作出其依法或依约无义务提供的退款。
如我们无法提供已约定服务，会与你讨论替代方案，或退还未提供服务所对应的应退费用。这不限制你因我们违约而享有的其他救济。

如双方合理控制范围以外的事件影响安排，我们会讨论改期、替代方案或取消，并说明费用影响。能否减免责任取决于约定及适用法律；如依法或依约应退款，不会强制你接受代金或服务额度替代退款。

10. 网站内容

网站内容用于一般信息和规划参考。医院可用性、参考价格和旅行要求可能变化，需要根据你的具体情况确认。我们力求信息准确，并更正获知的重要错误。我们不承诺网站或邮件持续不中断，网站内容也不构成医疗、法律、移民或保险建议。上述说明不免除误导性陈述的责任，也不否认我们向你作出的具体承诺。

11. 知识产权

除非另有说明，网站品牌材料、文字、设计、图片及其他内容归我们或相关权利人所有。你可以为个人或内部评估目的浏览网站，并保存本条款或理解、行使自身权利所需的信息。除适用法律允许的情形外，商业性复制或使用须获得许可。

12. 责任承担

我们负责以合理的谨慎和专业能力提供已约定的协调服务，并遵守适用法律。我们不承担独立医疗服务提供方的临床职责，也不保证医疗结果。

损失责任依据约定义务、损失原因和适用法律确定。出现延误、第三方参与、用户信息错误或超出合理控制范围的事件，不自动免除我们自身的义务。双方均应采取合理措施，避免可防止的额外损失。

本条款不免除或限制造成人身损害、因故意或重大过失造成财产损失，以及其他依法不得免除或限制的责任，也不排除强制性消费者保护或你因我们违约寻求救济的权利。

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