Refund and Cancellation Policy
1. About this policy
This Refund and Cancellation Policy explains the circumstances in which a Concierge Agreement with MediConnex HongKong Limited ("MediConnex", "we") can be cancelled and the refunds that may be payable.
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).
It forms part of our Terms of Use. Where there is a conflict between this policy and any other Website Document, this policy prevails on cancellation and refunds.
Where the mandatory consumer-protection law of your country of residence cannot lawfully be excluded, that mandatory provision continues to apply. Country-specific consumer cancellation rights, where they apply, are addressed in the relevant Jurisdiction-Specific Addendum.
2. Two contracts — two cancellation regimes
When you proceed with a service package you enter into two separate agreements:
- The Concierge Agreement — between you and MediConnex. This policy governs cancellation and refunds for that agreement.
- The Treatment Agreement — between you and the Treatment Provider. Its cancellation, refund, and remedy terms are set out in that agreement and are governed by the laws of the People's Republic of China. Refunds of treatment fees are determined exclusively by the Treatment Agreement; MediConnex is not a party and has no power to compel a refund of treatment fees.
3. Why this policy is structured as it is
Our Services consist of medical concierge coordination only — arranging consultations with the Treatment Provider, scheduling clinical appointments and surgical bookings with the Treatment Provider, providing bilingual escort and interpretation, and translating medical records. MediConnex does not book, sell, recommend, or arrange flights, hotels, ground transport, travel insurance, or any other travel service. You contract for and pay any such travel arrangements directly with the relevant provider yourself.
The concierge services we do provide: - are tied to specific clinical dates and Treatment Provider capacity; - may require non-refundable deposits to be paid in advance to the Treatment Provider; - consume MediConnex staff time progressively as the trip date approaches.
For these reasons, cancellation by you carries cost consequences set out in clauses 4 and 5 below. By signing your Concierge Agreement you acknowledge that:
"I acknowledge that the Services I am booking involve date-specific reservations and non-refundable third-party deposits made by MediConnex on my behalf, and progressive consumption of MediConnex staff time. I expressly request MediConnex to begin performance immediately upon signing, and I accept the cancellation cost consequences set out in this Refund and Cancellation Policy."
If you do not give that acknowledgement, we will not begin work, and your only remedy will be a refund of pre-payment less an administration charge reflecting our reasonable costs incurred to that point.
4. Cancellation by you — refund ladder
The following ladder applies:
| Time of cancellation (relative to scheduled travel date) | Concierge fee refund | Third-party costs |
|---|---|---|
| More than 60 days before travel | Refund of concierge fee less an administration charge of up to 20% of the concierge fee, reflecting work performed and committed costs | You bear all non-refundable Treatment Provider deposits already incurred; you also bear, in your direct contracts with travel providers, any non-refundable amounts for your own flights, hotels and ground transport |
| 31–60 days before travel | Refund of concierge fee less an administration charge of up to 20% of the concierge fee, reflecting work performed and committed costs | Same as above |
| 15–30 days before travel | 20% of concierge fee refunded | Same as above |
| 14 days or fewer before travel | No refund of concierge fee | Same as above |
"Concierge fee" means the amount you pay MediConnex for our coordination services. It does not include treatment fees or any travel costs (flights, hotels, ground transport, insurance), which are not provided or booked by MediConnex.
These charges reflect work performed, staff time, non-refundable supplier deposits, and committed costs, and are not intended as a penalty.
5. Cancellation by MediConnex
We may cancel your Concierge Agreement on written notice if: - you fail to make any payment when due and do not cure within 14 days of written notice; - you have given materially false or misleading information about your identity, contact details, medical history, or financial standing; - the Treatment Provider declines to accept you (we will refund concierge fees paid less reasonable third-party costs already incurred); - continued performance would breach any law, regulation, or sanctions regime; - a force majeure event (Terms of Use clause 13) prevents performance for more than 30 days.
Where we cancel because you caused the cancellation, no refund of concierge fee is payable. Where the cancellation is due to circumstances outside both parties' control, a fair pro-rata refund of the unconsumed portion of the concierge fee is payable, less unrecoverable third-party costs.
6. Where the Treatment Provider cancels or postpones
- Medical grounds (e.g. you are found unsuitable on pre-procedure assessment). We refund the concierge fee less reasonable pre-trip costs. Recovery of treatment fees from the Treatment Provider is a matter between you and the Treatment Provider; we will provide initial assistance under clause 8.
- Operational grounds attributable to the Treatment Provider. We will offer you either (a) rescheduling at no additional concierge fee, or (b) a refund of the concierge fee less reasonable third-party costs already incurred. Recovery of treatment fees is governed by the Treatment Agreement.
- Force majeure. We will work with you to reschedule; if rescheduling is impossible, refunds reflect a fair allocation of unrecoverable costs.
7. Service quality — limited to our coordination services only
We undertake to perform our coordination services with reasonable care and skill. Any remedy for shortcomings:
- Scope. Applies only to coordination services that MediConnex itself directly performs (e.g. arranging the clinical consultation, providing on-site interpretation by MediConnex personnel, translating medical records that we issue). Does not apply to: medical services, clinical decisions, surgical outcomes, post-operative care, conduct of clinicians, or any matter governed by the Treatment Agreement; and does not apply to any flight, hotel, ground transport or travel-insurance arrangement, which MediConnex does not book or arrange.
- Threshold. Available only where there is (a) a material failure by MediConnex amounting to negligence or breach, and (b) direct loss to you that was reasonably foreseeable and directly caused by that failure.
- Quantum. Any price reduction is applied only to the proportion of the concierge fee attributable to the specific coordination service affected, not to the entire concierge fee, treatment fees, or third-party costs. In no case will any remedy exceed the cap in Terms of Use clause 11.3 (GBP 3,000 or the concierge fee actually paid, whichever is lower).
- Exclusions. No remedy is available against MediConnex in respect of: clinical decisions, diagnosis, treatment, surgical outcome, bedside manner, cancellation by the Treatment Provider, language gaps not attributable to MediConnex's own interpreters, or any matter governed by the Treatment Agreement.
Nothing in this clause limits any liability that cannot lawfully be excluded under applicable mandatory law.
8. Help with Treatment-Provider disputes — limited scope of support
Any dispute about clinical care, treatment outcome, or refund of treatment fees is between you and the Treatment Provider. Our role is limited as follows.
8.1 Initial support — included
For up to 14 days after you notify us in writing of the dispute, we will, at no additional charge, provide: - written and oral translation of communications between you and the Treatment Provider; - initial contact with the Treatment Provider's patient relations function on your behalf; - copies of documents in our possession that are relevant to your dispute.
8.2 Extended support — chargeable
Any support beyond initial support is provided only at your written request and is chargeable at our then-current rates (indicatively the hourly rates confirmed in writing before work begins), plus reasonable disbursements (legal translation, courier, travel). Extended support includes (without limitation): - negotiating with the Treatment Provider beyond initial contact; - coordinating with lawyers, mediators, or arbitrators (we are not your legal representative); - gathering, organising, or analysing evidence; - attending mediation or hearings as non-party support.
We will provide a written estimate before incurring chargeable time and will not exceed it without your further written approval.
8.3 No agency, no guarantee
We are not your legal representative or agent. We do not guarantee any outcome. Provision of support under this clause 8 does not extend our liability beyond the Concierge Agreement and does not make us liable for the Treatment Provider's acts or omissions.
9. Provider-side amounts collected for onward remittance
Where treatment-provider or other agreed provider-side amounts are routed through MediConnex for onward remittance or settlement, MediConnex handles those amounts only as collection agent or payment coordinator. If the underlying procedure is cancelled before those amounts have been remitted or committed, they are returnable in full less third-party banking, payment-provider, and currency-conversion costs. If they have already been remitted or committed, refund eligibility is governed by the relevant Treatment Agreement, provider terms, and applicable mandatory law.
10. How and when refunds are paid
- Refunds are paid by the same method used to pay us unless we both agree another method in writing.
- Refunds are paid in the currency of payment.
- We aim to issue refunds within 30 days of agreement on the amount.
- Currency conversion losses and bank charges levied by your bank are not our responsibility.
11. Chargebacks
If you raise a chargeback or card-issuer dispute, please contact us first. Chargebacks raised after we have already issued a refund must be reversed.
12. Contact us
For cancellations, refunds, or questions about this policy: Email: info@mediconnex.com.cn Phone: +852 3521 2970 Address: MediConnex HongKong Limited, UNIT 2406B, 24/F, LOW BLOCK, GRAND MILLENNIUM PLAZA, 181 QUEEN'S ROAD CENTRAL, SHEUNG WAN, HONG KONG, Hong Kong SAR
For disputes and complaints, see our Complaints Procedure.