Complaints Procedure

1. We take complaints seriously

We are committed to a high standard of service. If something has gone wrong with our coordination services, please tell us so we can put it right.

Legal entity (full details): MediConnex HongKong Limited (Traditional Chinese: 四海雲醫香港有限公司). Hong Kong Business Registration Number: 80524054. Company type: Private Company Limited by Shares. Date of incorporation: 2 June 2026. Current status: Live (still registered).

This procedure applies to complaints about MediConnex HongKong Limited ("MediConnex", "we"), a Hong Kong company (Business Registration Number 80524054), in relation to the concierge and coordination services we provide directly. Complaints about clinical care, surgical outcomes, or medical decisions are governed by the Treatment Agreement between you and the Treatment Provider — see section 5 below.

Country-specific regulator contacts and alternative dispute-resolution routes are set out in the relevant Jurisdiction-Specific Addendum.

2. Stages

Stage 1 — Talk to your coordinator (10 working days)

Most issues are resolved by speaking to the coordinator who handled your case. Contact them within 30 days of the issue arising. They will aim to acknowledge within 5 working days and to resolve within 10 working days.

Stage 2 — Formal written complaint

If Stage 1 does not resolve the issue, send a formal written complaint to admin@mediconnex.com.cn including: - your full name and the contact details on file; - relevant dates; - the coordinator involved; - a clear description of the complaint; - the outcome you are seeking.

We will: - acknowledge receipt within 10 working days of receipt of the complaint; - investigate; - respond in full and in writing within 60 calendar days of receipt.

Complex cases. Where the matter is complex — for example because it requires investigation by the Mainland Operator or the Treatment Provider, requires translation of medical or technical records, requires expert input, or falls within a holiday period in either jurisdiction — the response period may be extended to up to 90 calendar days. We will tell you, before the original 60-day period expires, that we are extending the period and give an indicative date for the Final Response.

Our final letter will be marked "Final Response" and will explain your options if you remain unhappy.

Stage 3 — External resolution

If our Final Response does not resolve the matter, the dispute-resolution scheme in clause 15.3 of the Terms of Use applies — arbitration at the Hong Kong International Arbitration Centre (HKIAC) under the HKIAC Administered Arbitration Rules (single arbitrator, seat Hong Kong, language English, confidential, final and binding).

Additional or alternative country-specific routes (for example, a low-value small-claims option) may be available to Clients resident in certain jurisdictions and are set out in the relevant Jurisdiction-Specific Addendum.

3. Time limits

We do not refuse to consider a complaint just because it is late, but please bring complaints promptly — ideally within 30 days of the event. Some statutory rights have time limits set by law that we cannot extend.

4. What we will not do

• We will not retaliate or treat you differently because you have complained.
• We will not require an NDA as a condition of resolving your complaint, except where confidentiality is sought by you.
• We will not use your complaint information for any purpose other than handling the complaint, unless required by law.

5. Complaints about clinical care or surgical outcomes

If your complaint is about the medical care you received at the Treatment Provider, the formal route is against the Treatment Provider under the Treatment Agreement and the laws of the People's Republic of China.

Our scope of support is limited and is set out in clause 8 of the Refund and Cancellation Policy: - For up to 14 days after you notify us of the dispute in writing, we provide initial translation and liaison support free of charge. - Beyond that, any further support (substantive negotiation, evidence work, coordinating with lawyers or mediators, attending hearings as non-party support) is provided only on your written request and is chargeable at our then-current hourly rates plus reasonable disbursements. We will give a written estimate before incurring chargeable time. - We are not your legal representative or agent in disputes with the Treatment Provider. We do not guarantee any outcome. - We do not licence-check, give clinical opinions, or assess medical negligence.

6. How we handle your data when investigating a complaint

We process complaint data under our Privacy Policy. We keep complaint records for 6 years after the complaint is closed and then securely delete them.

7. Improving from your feedback

We review complaints quarterly. Patterns suggesting systemic issues are escalated to management and (where appropriate) shared with the Mainland Operator and Treatment Providers so that recurrence is prevented.

8. Contact

Stage 1 — your coordinator: their email. Stage 2 — formal complaints: admin@mediconnex.com.cn Postal: MediConnex HongKong Limited (Complaints), UNIT 2406B, 24/F, LOW BLOCK, GRAND MILLENNIUM PLAZA, 181 QUEEN'S ROAD CENTRAL, SHEUNG WAN, HONG KONG, Hong Kong SAR