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. The same contractual cancellation ladder in clause 4 applies to all Clients, including UK Clients; nothing in that ladder displaces a mandatory right that cannot lawfully be excluded.

2. Concierge and treatment contracts

• The Concierge Agreement is between you and MediConnex for the non-medical services it agrees to supply. This policy governs its cancellation and refunds.
• The Treatment Agreement is between you and the Treatment Provider. Medical cancellation, refunds and remedies follow that agreement and applicable law. MediConnex does not supply medical treatment and cannot compel a hospital refund; collected medical money is handled under clause 9 below.

3. Service scope and commencement

MediConnex supplies the non-medical concierge, coordination and support items agreed in your written quotation, each with a scope and price. Flights, hotels, ground transport, travel insurance and other travel services are arranged and paid by you directly.

Coordination work consumes staff time and may involve committed costs before travel. Work begins on the agreed start date after the required payment, information and consents are received. A request to begin work does not, by itself, waive a mandatory consumer right. The contractual consequences of voluntary cancellation are set out in clause 4; no separate administration deduction is added to that ladder for the same service or cost.

4. Voluntary cancellation by you — one refund ladder

The following ladder applies to voluntary cancellation of the agreed non-medical service items, supplied by MediConnex. It applies equally to UK Clients, subject to mandatory law that cannot be excluded.

This table describes contractual voluntary cancellation only. It does not limit any applicable mandatory statutory cancellation right, the refund due when that right is exercised, or the legally permitted deduction for services already performed. Where such a right applies, the amount and timing required by law prevail over this table.

Service Fees and concierge fees mean the Company Service Fee for the agreed MediConnex non-medical service items. Each item, scope and fee is confirmed in writing before you confirm travel to China and before payment. Medical money and direct travel costs are excluded.

The percentage is applied separately to the Service Fees paid for each cancelled item. It does not apply to Treatment Costs (medical fees, including any advance medical payment), flights, hotels, transport, travel insurance, visas or other travel costs. Pre-Authorised Treatment Costs means only the specified Treatment Costs covered by your express written collection authority. Medical amounts are dealt with under clause 9 and the Treatment Agreement. Your direct travel contracts have their own terms.

Date calculation. The anchor is the scheduled date you depart your home country for China, recorded in Schedule A of your Concierge Agreement. It is not the date you leave China or the date of treatment or discharge. Count the calendar-day difference between the cancellation email's actual receipt date and that anchor date, using the departure location's local time. Send notice to info@mediconnex.com.cn; a later administrative acknowledgement does not change the receipt date. The general notice deeming provision does not delay cancellation notice. A changed anchor date must be recorded in a written amendment agreed with you; cancellation arising from a Treatment Provider change is assessed under clause 6 rather than automatically treated as voluntary cancellation.

The fixed 20% deduction at 31 days or more reflects work performed and committed costs. No second charge may be imposed for a cost already covered by a deduction or allocated to another item. Clauses 5–7 address cancellation by MediConnex, Treatment Provider changes and service-quality issues; these are not automatically treated as voluntary cancellation under this ladder. Mandatory consumer rights remain preserved.

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, with the affected items and prepaid balance reconciled under clause 6;
• continued performance would breach any law, regulation, or sanctions regime;
• there are reasonable grounds for immediate termination because of serious or continuing service-related unlawful conduct or conduct posing a real risk to personnel or property, under clause 11.4 of the Concierge Agreement;
• a force majeure event (Terms of Use clause 13) prevents performance for more than 30 days.

We may immediately suspend affected services and withdraw personnel on reasonable grounds under Concierge Agreement clause 11.4. A lawful, reasonably exercised protective suspension is not itself a service-quality failure or automatic refund event; any eventual termination and prepaid balance follow the reconciliation below. We do not treat a good-faith complaint or refusal of recording consent alone as misconduct.

Where we cancel because of your material default, including an established material breach justifying termination under Concierge Agreement clause 11.4, we account separately for the affected items: fees for services actually delivered, reasonable unavoidable net costs and other loss directly caused by that default may be retained or recovered only to the extent permitted by applicable law and supported by an itemised explanation. Any prepaid balance beyond those lawful amounts is refunded; there is no automatic forfeiture of all Service Fees and no double recovery. Medical money is not retained or set off under this default rule and is dealt with under clause 9; a justified precaution alone does not establish Client default. Where cancellation is due to circumstances outside both parties' control, a fair pro-rata refund of the unconsumed portion of the Service Fees is payable, less unrecoverable third-party costs. If we decline or discontinue an accepted engagement for a reason attributable to us and not to your default or a clause 6 event, we refund the fees for the unperformed affected items; your other remedies remain preserved. Declining an enquiry before an engagement is accepted does not itself create a fee.

6. Where the Treatment Provider cancels or postpones

• Medical grounds (e.g. you are found unsuitable on pre-procedure assessment). We reconcile the affected items and refund their unperformed prepaid portion, less actual, evidenced and lawfully chargeable non-recoverable costs not already accounted for. Completed items remain payable; no cost is deducted twice. Recovery of treatment fees from the Treatment Provider is a matter between you and the Treatment Provider; any assistance is governed by clause 8.
• Operational grounds attributable to the Treatment Provider. The affected Company items may be rescheduled on agreed scope, timing and any additional charges. If not rescheduled, the unperformed prepaid portion is reconciled after actual, evidenced, lawfully chargeable and non-recoverable costs, without double recovery. Completed items remain payable. Treatment refunds follow the Treatment Agreement.
• Force majeure. Rescheduling may be agreed; otherwise termination and any prepaid balance follow clause 5 and Terms of Use clause 13.

Any refund or permitted deduction under clauses 5 and 6 is allocated to the affected service items and explained in writing. Unrelated completed and accepted items are not reduced merely because another item is disputed. The same cost must not be deducted twice.

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 to coordination services that MediConnex agrees to supply, including performance through its own service operators (e.g. arranging the clinical consultation, providing on-site interpretation by MediConnex or its appointed service operator 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. A contractual claim must identify a failure to meet the agreed service requirement and supporting evidence. A separate claim for damages additionally requires legally recoverable loss caused by that failure.
• Quantum. A contractual adjustment is limited to the substantiated affected Company item or portion. Additional damages are subject to Terms of Use clause 11.3 (GBP 3,000 or the concierge fee actually paid, whichever is lower), subject to mandatory law.
• Exclusions. No service-quality remedy under this clause 7 is available against MediConnex in respect of: clinical decisions, diagnosis, treatment, surgical outcome, bedside manner, cancellation by the Treatment Provider (handled under clause 6), 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.

7.1 Item-by-item delivery and disputed fees

The quotation, invoice and completion record use agreed item IDs and values. A signed completion record evidences acceptance of the listed items and stages. Electronic delivery is governed by the Service Delivery Policy. A request, refusal to sign, subjective dissatisfaction or an independent provider's performance does not by itself establish a refund entitlement against MediConnex.

A Client claiming a shortcoming must promptly identify the affected item, the agreed requirement said to be unmet, supporting evidence and the remedy requested, and provide reasonable cooperation in checking the claim and arranging suitable correction or repeat performance where appropriate. MediConnex assesses the claim against the agreed scope and records. A quality-based refund or price reduction is limited to the substantiated affected portion and arises only under an express written settlement or applicable law; suitable correction or repeat performance may be offered where lawful. No refund or suspension of payment for an unrelated Company item follows merely from raising a dispute.

The Complaints Procedure supplies the review process; no fixed contractual response timetable is promised. Review, acknowledgement or a proposed remedy is not an admission of liability. A dispute does not of itself authorise a deduction, set-off or chargeback outside the contract or applicable law. Statutory deadlines and remedies remain unaffected.

Any refund is recorded once by item, subject to clause 10. Refund accounting does not create a separate damages award or additional service guarantee. Voluntary cancellation remains governed by clause 4.

8. Treatment-Provider disputes

Clinical-care, treatment-outcome and medical-refund disputes are between the Client and the Treatment Provider. MediConnex may provide non-clinical translation or liaison assistance only within an expressly agreed service scope. Assistance outside paid or expressly included items requires an agreed scope and charging basis before work begins; third-party costs remain the Client's responsibility. No free support period, representation, recovery service or dispute outcome is promised. MediConnex is not the Client's legal representative and does not assume the Treatment Provider's liabilities by assisting.

9. Medical amounts collected under written authority

You may pay medical fees directly to the Treatment Provider or expressly authorise MediConnex in writing to collect and remit specified medical fees on your behalf. Authorised collection is limited to the Pre-Authorised Treatment Costs identified in your quotation and written authority. It does not extend to hotels, transport, travel insurance, visas, flights or other travel costs.

Medical money is separate from Service Fees. It is not used to fund a service-fee refund or a supplier settlement. If the procedure is cancelled before that money has been remitted or committed under your authority, the uncommitted balance is returned, less only third-party banking, payment-provider and currency-conversion costs that are lawfully chargeable and itemised. If the money has been remitted or committed, eligibility follows the Treatment Agreement, documented provider terms and applicable mandatory law. Any amount recovered for you is passed back to you and recorded against that medical item. No cost is deducted twice.

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 will pay an undisputed contractual cancellation refund within 30 calendar days after receiving the cancellation notice. Other undisputed refunds will be paid within 30 calendar days after the amount becomes due under the applicable policy, agreement or determination, without waiting for unrelated disputes. Any mandatory shorter or differently triggered deadline prevails; internal review or recovery from another party does not postpone a refund already due.
• All transaction costs and any separately agreed administration charge arising from refunds, partial refunds or other changes to paid amounts are allocated under Payment and Billing Policy section 4. The refund statement identifies the gross adjustment, permissible costs and net amount paid.

11. Chargebacks

If you raise a chargeback or card-issuer dispute, please contact us first. A chargeback must be adjusted or withdrawn to the extent it would duplicate a refund actually received for the same amount. This does not prevent a claim for an unresolved balance or restrict an available statutory or payment-provider remedy.

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.