Service Delivery Policy
1. No physical shipment
MediConnex HongKong Limited provides non-medical concierge, coordination, introduction, interpretation, and documentation support services. We do not sell or ship physical goods through this Website. There is therefore no postal shipping, courier delivery, warehouse fulfilment, or physical return process for MediConnex services.
Legal entity: MediConnex HongKong Limited. Hong Kong Business Registration Number: 80524054. Registered office: Unit 2406B, 24/F, Low Block, Grand Millennium Plaza, 181 Queen's Road Central, Sheung Wan, Hong Kong. Correspondence address: Unit 2406A, 24/F, Low Block, Grand Millennium Plaza, 181 Queen's Road Central, Sheung Wan, Hong Kong. Telephone: +852 3521 2970.
2. How our services are delivered
Our services are delivered through written communications, email, video or phone calls, secure document exchange, appointment coordination, translation or interpretation support, and agreed in-person coordination activities in Mainland China where applicable.
Typical service stages may include, depending on your specific engagement: enquiry response, information intake, non-clinical suitability screening for service scope, written quotation, engagement and payment, coordination with the relevant Treatment Provider, visit support, document translation, and limited follow-up liaison. These stages are typical only. The absence of any stage, or a change in order, does not by itself constitute a breach of this policy.
Actual timing depends on your responsiveness, Treatment Provider availability, medical information requested by the Treatment Provider, cross-border travel arrangements made by you, and any regulatory or payment checks.
3. Delivery timeframe
We aim to acknowledge new enquiries promptly, but no fixed response time is guaranteed by this policy. After a quotation is accepted and all required payment, signed consent forms, and onboarding information are received, we will begin coordination work as soon as reasonably practicable, depending on the responsiveness of the Client and the Treatment Provider.
No service delivery timeline is binding unless expressly stated in your written Concierge Agreement as a fixed date.
Because planned medical care depends on Treatment Provider capacity and clinical review, MediConnex cannot guarantee a specific procedure date, acceptance for treatment, medical outcome, or Treatment Provider decision.
Where the Treatment Provider provides confirmed procedure dates or written instructions to MediConnex, we will forward them to you as part of our coordination service. MediConnex does not independently generate or guarantee such dates or instructions, and we are not liable for changes made by the Treatment Provider.
4. Travel and third-party services
MediConnex does not book, sell, package, or arrange flights, hotels, ground transport, travel insurance, visas, or other travel services. Any general information we may provide about travel options is for your convenience only and does not constitute a recommendation or endorsement. You must make your own independent assessment and contract directly with the relevant third-party provider.
Where you pay a third-party provider directly, that contract is between you and the third-party provider. Where MediConnex collects a payment on your behalf as a collection agent, we remit it to the relevant provider but do not become the provider of that service.
Medical services are provided only by licensed Treatment Providers under their own terms. MediConnex is not a medical provider and does not deliver diagnosis, treatment, prescription, surgery, or clinical advice.
5. Cancellations, refunds, and non-delivery
If you cancel, if a Treatment Provider postpones, or if we are unable to deliver an agreed coordination service, the applicable outcome is governed by your written quotation or Concierge Agreement, the Terms of Use, and the Refund and Cancellation Policy.
All documents, translations, reports, or other materials we prepare are service outputs, not physical goods. They are deemed delivered when transmitted to you by email, secure portal, or another agreed electronic channel. You do not have a right to return such outputs as physical goods. Any concern about service quality is handled under the relevant service remedy, refund, and mandatory consumer-rights terms.
6. Contact
Patient enquiries: info@mediconnex.com.cn
Administrative enquiries: admin@mediconnex.com.cn
Phone: +852 3521 2970
Postal: MediConnex HongKong Limited, Unit 2406A, 24/F, Low Block, Grand Millennium Plaza, 181 Queen's Road Central, Sheung Wan, Hong Kong