Terms of Use

All legal policies

1. About these Terms

These Terms of Use ("Terms") form a legally binding agreement between you ("you", "your", the "User" or "Client") and MediConnex HongKong Limited, a company incorporated in the Hong Kong Special Administrative Region, with Hong Kong Business Registration Number 80524054, with its registered office at UNIT 2406B, 24/F, LOW BLOCK, GRAND MILLENNIUM PLAZA, 181 QUEEN'S ROAD CENTRAL, SHEUNG WAN, HONG KONG ("MediConnex", "we", "us", "our").

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).

By accessing or using https://mediconnex.com.cn or https://mediconnex.co.uk (together, the "Website") or engaging any of our services (the "Services"), you confirm that you have read, understood, and agree to be bound by these Terms together with our Privacy Policy, Medical Disclaimer, Cookie Policy, Refund and Cancellation Policy, Payment and Billing Policy, Service Delivery Policy, Complaints Procedure, and Acceptable Use Policy (together, the "Website Documents"). A Jurisdiction-Specific Addendum is supplied and signed separately where applicable; Website use or signature to the Concierge Agreement does not by itself accept that separate document. Applicable mandatory law remains effective.

If you do not agree with these Terms, you must not use the Website or the Services.

2. Who we are and what we do

2.1 Our role

MediConnex is a medical concierge and introduction agency. We help adults considering planned, non-emergency medical procedures in Mainland China to:

• understand treatment options at our partner facilities;
• arrange consultations, appointments, and interpretation;
• coordinate related logistics before, during, and after the trip.

We are not a medical provider. We do not own, operate, or control any hospital, clinic, or medical professional. We do not provide medical advice, diagnosis, treatment, prescription, or opinion. All medical decisions are made between you and the licensed medical professionals at the partner facility you choose.

2.2 Our group structure

For operational and regulatory reasons:

• MediConnex HongKong Limited (Hong Kong) is your contracting provider for the concierge services it agrees to supply and receives the Company Service Fee. It may also collect specified medical money only under your separate written medical payment authority.
• On-the-ground non-clinical coordination is carried out by 上海辰明通达医疗咨询有限公司 (unified social credit code 91310117MAKG76DG66), our appointed Mainland Operator, within the agreed service scope and MediConnex operational instructions.
• Both MediConnex and the Mainland Operator act as introducers and coordinators only. Neither provides medical services.
• Medical treatment is provided exclusively by appropriately licensed hospitals and clinicians in Mainland China (each, a "Treatment Provider").

2.3 What we do not do

We do not:

• diagnose, treat, prescribe, or give medical advice;
• recommend that any particular procedure is suitable for you;
• guarantee the outcome of any medical procedure;
• supervise, employ, or control medical professionals at the Treatment Provider;
• conduct an independent clinical, credentialing or operational audit of a Treatment Provider; our official-source information checks are described in clause 10.3;
• act as your legal representative, agent, or fiduciary in any dispute with the Treatment Provider.

2.4 We are not a "package travel" organiser

Our Service is a medical concierge introduction and coordination service. MediConnex does not book, sell, recommend, package, or arrange flights, hotels, ground transport, travel insurance, or any other travel service. You arrange and contract for all such travel services directly and in your own name with the relevant travel providers. Accordingly, the Services are not a "package" or "linked travel arrangement" within the meaning of any applicable package-travel legislation, and the rights and obligations of a package organiser do not arise.

2.5 Medical payments — collection agent for the Client only

Where MediConnex receives any sum from you that is destined for the Treatment Provider, MediConnex acts solely as your collection agent for that payment and remits the funds to the Treatment Provider on your behalf. You contract directly with the Treatment Provider for the underlying medical service. MediConnex does not collect, hold, or remit payments destined for airlines, hotels, ground-transport operators, travel insurers, or any other travel provider; you pay all such providers directly. MediConnex's role as the Client's collection agent for payment to the Treatment Provider does not make MediConnex the principal, the supplier, or the package organiser of any underlying service, and does not transfer to MediConnex any liability for the underlying service.

3. Eligibility

To use the Services you must:

• be at least 18 years old;
• have legal capacity to enter into a binding contract under the laws of your country of residence and under the laws of the Hong Kong SAR;
• not be subject to any sanctions, embargo, or restriction that prevents lawful engagement with us.

We reserve the right to decline service to any prospective client for any lawful reason, including but not limited to the country of residence or regulatory restrictions.

4. The Services — scope and limits

4.1 What we will do

Subject to your payment of the applicable fees, we will exercise reasonable care and skill in performing the coordination services we agree to provide, which may include:

• presenting information about the Treatment Providers we work with, including (where available) credentials, accreditations, and indicative pricing as supplied by the Treatment Providers themselves;
• coordinating appointments, consultations, and follow-ups with the Treatment Provider;
• providing on-site bilingual interpretation by MediConnex or its appointed service operator personnel during scheduled clinical interactions;
• translating medical records issued by the Treatment Provider into English;
• on your specific written request, providing general information about travel options (flights, hotels, ground transport) that you would book directly and in your own name — MediConnex does not book, recommend, endorse, or receive any commission from any travel provider;
• acting as a liaison between you and the Treatment Provider before, during, and after your visit.

Our contractual undertaking is limited to the agreed non-medical services and express payment instructions. Independent provider performance and outcomes are outside that undertaking. The exclusions and cap in clause 11 apply subject to clause 11.1 and mandatory law.

4.2 What you must do

You agree to:

• provide accurate, complete, and up-to-date information (including medical history) when requested;
• comply with all reasonable instructions from the Treatment Provider, including pre-procedure preparation and post-procedure care;
• hold a valid passport and obtain any necessary visa for entry into Mainland China at your own cost;
• maintain travel and medical insurance appropriate for international medical travel for the duration of your trip. We recommend that you consult an authorised insurance broker in your country of residence to determine the cover that is appropriate for your circumstances. We do not recommend any specific level of cover, any specific product, or any specific provider. If you choose not to consult an insurance broker, you accept full responsibility for the adequacy of your cover, and MediConnex accepts no liability for any insurance shortfall or for any advice (or absence of advice) regarding insurance;
• confirm the proposed treatment, clinical suitability, risks, current price and inclusions directly with the Treatment Provider before signing the Treatment Agreement; our official-source information check remains as described in clause 10.3;
• not withhold or misrepresent any information that may affect the safety or success of the procedure.

4.3 Indicative pricing and quotations

Website prices are indicative until confirmed in a written quotation. For MediConnex services, the quotation separately identifies:

• Company Service Fee — the agreed non-medical concierge, coordination and support items supplied by MediConnex, with each item's scope, price, delivery stage and due date;
• Medical fees — the Treatment Provider's charges, paid directly or separately collected by MediConnex only under your express written authority.

In these Website Documents, Service Fees and concierge fees mean the Company Service Fee. They exclude medical money and direct travel costs. Quotes, invoices, delivery records and refunds use the same item references. The final quotation shows the total payable to MediConnex, amounts payable directly to others, currency, payment dates and known mandatory charges or their calculation basis. We do not disclose internal procurement costs or supplier payment arrangements unless required by law. An accepted fee is not increased without your written agreement; additional non-emergency services require express written approval of scope and price before supply.

You arrange and pay for flights, hotels, ground transport, travel insurance, visas and other travel expenses directly. Any budget illustration is outside the amount payable to MediConnex; we do not collect, hold or remit those travel costs.

5. Contracts you enter into

For the services covered by these Website Documents, you enter into two separate contractual relationships:

5.1 Concierge Agreement (with MediConnex)

A direct agreement with MediConnex for our concierge, coordination, and introduction services. These Terms, together with the Concierge Agreement, govern that relationship.

5.2 Treatment Agreement (with the Treatment Provider)

A direct agreement between you and the Treatment Provider for the medical procedure itself, governed by the laws of the People's Republic of China and signed at the Treatment Provider's facility (or remotely where the Treatment Provider permits). MediConnex is not a party to the Treatment Agreement, has no authority to negotiate or vary its terms on your behalf, and accepts no responsibility for the Treatment Provider's performance of it.

Treatment fees collected by MediConnex. Where MediConnex collects treatment fees from you for onward remittance to the Treatment Provider, MediConnex acts solely as your collection agent. The treatment relationship between you and the Treatment Provider is not affected by the route of payment, and MediConnex does not become the provider of treatment, the supplier of medical services, or the organiser of a treatment package by reason of receiving such payment.

Translation or interpreting assistance is provided only within the agreed service scope and is not legal advice. You remain responsible for deciding whether to enter the Treatment Agreement and for obtaining independent advice where needed.

6. Fees, payment, and refunds

6.1 Payment to MediConnex

The agreed Company Service Fee is payable to MediConnex HongKong Limited in the quoted currency using the company account or payment channel identified in the private invoice. Authorised medical collections are recorded on a separate receipt. Payment-related costs are governed by the Payment and Billing Policy.

6.2 Treatment fees

Medical fees may be paid directly to the Treatment Provider or collected and remitted by MediConnex on your behalf only under your express written authority for specified Pre-Authorised Treatment Costs. For authorised collection, the required medical prepayment must reach MediConnex as cleared funds before your departure for China, by the date recorded in your quotation. For direct payment, you choose when to pay in accordance with the payment requirements you agree with the Treatment Provider; MediConnex does not impose its own pre-departure collection deadline on that direct payment. Where MediConnex collects such amounts, MediConnex holds them only for the limited purpose of onward remittance or settlement and does not become the provider of the underlying medical treatment. No separate trust, client-money account, escrow or regulated payment-service arrangement is promised unless expressly agreed by MediConnex. The limited collection mandate remains subject to duties arising under applicable law.

6.3 Refunds and cancellation

Refunds and cancellation are governed by our Refund and Cancellation Policy. Payment-related charges, invoice confirmation, and billing details are governed by our Payment and Billing Policy.

6.4 Late payment

Any sum that you fail to pay on the due date carries interest at the rate of 1.5% per month (equivalent to 18% per annum), accruing daily, from the due date until full payment is received. This rate is intended as a fair commercial compensation for the cost of delayed payment and is not a penalty. Interest is chargeable only to the extent permitted by applicable mandatory law. We may also suspend the Services pending payment.

7. Intellectual property

All content on the Website — including text, images, logos, video, graphics, and the "MediConnex" name and marks — is owned by MediConnex or our licensors and is protected by intellectual property laws.

You may view, download, and print pages from the Website for your personal, non-commercial use, provided you do not modify the material or remove any copyright or proprietary notices. You may not reproduce, redistribute, scrape, mirror, train machine-learning models on, or use any content for commercial purposes without our prior written permission. Breach of this clause may result in damages and injunctive relief.

8. Acceptable use

Your use of the Website must comply with our Acceptable Use Policy.

9. Third-party links and content

The Website may contain links to third-party websites. We provide these for convenience only. We do not endorse, control, or accept responsibility for the content, accuracy, security, or practices of any third-party website.

10. Disclaimers — limits of what we can promise

10.1 Medical disclaimer

The Medical Disclaimer is incorporated into these Terms.

10.2 Website disclaimer

Subject to mandatory law, we make no warranty that the Website will be continuously available, current, complete, error-free or virus-free. The Website is provided "as is" and "as available".

10.3 Treatment Provider information — official-source checks

We check the doctor and hospital information we present against official public sources using reasonable care. These sources may include hospital and clinician profiles, professional registers and official publication records. The check covers the accuracy of our account of the available professional background, stated areas of practice or procedural expertise and, where published, procedure volumes and academic work. For quantitative claims, we identify the source and the period or publication date where available; a published figure is not represented as independently audited by MediConnex.

This is a source-based, non-clinical verification service. It does not include an independent clinical, credentialing or operational audit, inspection of underlying patient records, or a guarantee of a provider's competence, continuing availability, statistics or treatment results. We do not invent unavailable figures. Provider-supplied information that has not been checked against an official public source is identified as such. Unless separately agreed, there is no continuous monitoring service; if we become aware that information we have published is materially inaccurate, we will correct or remove it within a reasonable time.

You remain responsible for deciding whether to engage a Treatment Provider and for confirming the proposed treatment, clinical suitability, risks, alternatives, current price and inclusions directly with that provider before committing. Our information check does not replace the provider's clinical assessment or your informed treatment consent.

11. Liability

11.1 What we do not exclude

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded under any applicable mandatory law, including (without limitation) liability for death or personal injury caused by our negligence, and liability for fraud or fraudulent misrepresentation.

11.2 What we are not responsible for

Subject to clause 11.1, MediConnex is not liable to you for:

• the acts, omissions, advice, diagnosis, treatment, surgical or clinical outcome, post-operative care, conduct, or any other action of the Treatment Provider, the Mainland Operator (subject to any non-excludable liability for the Company’s own agreed services), or any clinician, nurse, hospital employee, or sub-contractor;
• the acts or omissions of any other third-party service provider (airline, hotel, insurer, ground transport, payment processor, telecommunications carrier);
• delay, cancellation, postponement, or rescheduling of any procedure, flight, accommodation, or other arrangement by any third party;
• third-party costs of any kind (treatment fees, flights, hotels, ground transport, visa fees, insurance premiums, currency conversion, or any other amount paid to or owed to a third party) — these are outside our control, are not part of our concierge fee, and we accept no liability for their loss, refund, or recovery;
• any indirect, special, consequential, punitive, exemplary, or economic loss, including loss of profit, business, opportunity, anticipated savings, reputation, or goodwill;
• any loss resulting from your failure to verify information under clause 10.3, your failure to obtain or maintain adequate insurance, or your withholding or misrepresenting material information;
• unauthorised representations, promises, quotations or commitments by a Treatment Provider or another independent supplier. The Mainland Operator may communicate and carry out the agreed non-clinical services within its authorised role under clause 2.2, but may not vary Company prices or terms, give guarantees or incur additional obligations for MediConnex without specific written authority;
• any matter governed by the Treatment Agreement;
• events outside our reasonable control (see clause 13).

The exclusions concern independent third-party performance; they do not extinguish MediConnex's express contractual duties or any non-excludable liability.

11.3 Cap on our liability

Subject to clause 11.1, MediConnex's total aggregate liability in respect of all claims arising under or in connection with the Concierge Agreement, the Website, or any of the Services (whether in contract, tort, statute, equity, or otherwise) is limited to the lower of (a) the concierge fees actually paid by you to MediConnex under the relevant Concierge Agreement (excluding treatment fees, third-party costs, and any pass-through amounts), and (b) GBP 3,000 (or its equivalent in the currency of payment).

The aggregate limit applies once to covered claims against MediConnex, its appointed Mainland Operator and the persons entitled to rely on this clause under clause 16.4, taken together, in connection with the same engagement. Claims under the Concierge Agreement and these Terms share that limit; bringing claims against more than one protected person does not create additional limits or permit duplicate recovery. This provision creates no guarantee or joint liability.

This cap reflects the limited scope of our role as a coordinator, the fact that the substantial proportion of the trip cost is paid to third parties (over which we have no control). The cap is a fundamental basis on which we agree to provide the Services, subject to clause 16.1. Refunds, price reductions and the return of money held on your behalf are accounted for under the applicable payment and refund terms and are not reduced by this damages cap. Additional damages remain subject to this cap and clause 11.1; the same loss is not recovered twice.

12. Termination for Client default

Without prejudice to any other right, MediConnex may suspend the Services or terminate the Concierge Agreement on written notice if you:

• materially breach these Terms or the Concierge Agreement and (where the breach is capable of cure) fail to cure within 14 days of written notice;
• provide materially false or misleading information about your identity, contact details, medical history, or financial standing;
• engage in conduct that, in our reasonable judgement, makes it unsafe, unlawful, or commercially unviable to continue performing the Services (including threatening or abusive conduct toward our staff or our suppliers);
• become subject to sanctions or any legal restriction that prevents lawful performance.

Following termination, MediConnex retains its accrued fees and any lawful right to recover costs and loss under clause 5 of the Refund and Cancellation Policy. Termination does not discharge outstanding payment obligations or surviving provisions.

13. Force majeure

We are not liable for any failure or delay in performance, and no refund is due merely because of that event for Company Service Fees attributable to services already performed, where caused by events outside our reasonable control, including (without limitation): natural disasters, epidemics or pandemics (including their public-health response), acts of government, war, civil unrest, terrorism, strikes, failure of transport, telecommunications, payment, or banking infrastructure, cross-border travel restrictions, hospital or airport closures, withdrawal or suspension of any licence held by a Treatment Provider, sanctions, embargoes, or cyber-attack.

If such an event continues for more than 30 days, either party may terminate the Concierge Agreement on written notice. In that case, refunds (if any) are paid on a fair pro-rata basis under the Refund and Cancellation Policy, less unrecoverable third-party costs. If neither party terminates, any adjustment to the Services, timing, scope or fees requires written agreement.

14. Changes to these Terms

We may update these Terms from time to time. We will publish the updated Terms on the Website. Any notice required by applicable law will be provided.

Your continued use of the Website or Services after the effective date of any update constitutes acceptance of the updated Terms. For ongoing Concierge Agreements signed before the change, the version of the Terms in force at the date of signing continues to govern, unless the change is required by law or you agree in writing.

15. Governing law and dispute resolution

15.1 Governing law

These Terms and any Concierge Agreement are governed by, and shall be construed in accordance with, the laws of the Hong Kong Special Administrative Region, excluding its conflict-of-laws rules.

15.2 Mandatory consumer protections preserved

Where the mandatory consumer-protection law of your country of habitual residence cannot be excluded by contract, those mandatory provisions continue to apply, but only to the extent that they cannot lawfully be excluded. Any country-specific mandatory provisions that apply to you are addressed in the relevant Jurisdiction-Specific Addendum.

15.3 Disputes

We hope this clause is never needed.

Step 1 — Direct discussion. Contact us at info@mediconnex.com.cn. The Complaints Procedure applies.

Step 2 — Arbitration. Any dispute, claim, controversy, or difference arising out of or in connection with these Terms or any Concierge Agreement (including any question regarding its existence, validity, or termination, and including non-contractual disputes) shall be referred to and finally resolved by arbitration administered by the Hong Kong International Arbitration Centre (HKIAC) under the HKIAC Administered Arbitration Rules in force at the time of submission.

• Seat of arbitration: Hong Kong SAR.
• Language: English.
• Number of arbitrators: one, appointed in accordance with the HKIAC Rules.
• Confidentiality: the arbitration, the proceedings, and the award are confidential save as required by law.
• Final and binding: the award is final and binding.

Step 3 — Jurisdiction-specific routes. Where the Jurisdiction-Specific Addendum that applies to you provides an additional or alternative route (for example, a low-value small-claims option), that route is available as set out in the Addendum. Save for such Addendum routes, for interim or protective relief in support of arbitration, or for enforcement of an arbitral award, neither party may bring court proceedings against the other in any other forum, to the maximum extent permitted by applicable mandatory law.

16. General

16.1 Severability

If any provision is found unenforceable, the remaining provisions continue in full force. The parties may agree a valid replacement in writing.

16.2 No waiver

Our failure to enforce any provision does not amount to a waiver.

16.3 Entire agreement

These Terms, the other Website Documents, any separately signed Jurisdiction-Specific Addendum, and the Concierge Agreement constitute the entire agreement between you and us in relation to your use of the Website and Services and supersede all prior representations, statements, and understandings. You confirm that you have not relied on any statement, representation, or warranty not expressly set out in these documents.

16.4 No third-party rights

A person who is not a party to these Terms has no right to enforce them, except that the Mainland Operator and our directors, employees, and agents may rely on clauses 10, 11, and 18 as third-party beneficiaries, subject to the single aggregate limit in clause 11.3.

16.5 Assignment

You may not assign your rights or obligations without our prior written consent. We may assign, novate, or transfer our rights and obligations to any affiliate or successor in business on giving you written notice.

16.6 Notices

Notices to us must be sent to info@mediconnex.com.cn. Notices to you will be sent to the email address you provided or, where appropriate, to your postal address.

16.7 Survival

Clauses 7 (IP), 10 (Disclaimers), 11 (Liability), 13 (Force majeure consequences), 15 (Disputes), 16 (General), and 18 (Special situations) survive termination, together with any other provision that by its nature is intended to survive.

17. Contact us

MediConnex HongKong Limited UNIT 2406B, 24/F, LOW BLOCK, GRAND MILLENNIUM PLAZA, 181 QUEEN'S ROAD CENTRAL, SHEUNG WAN, HONG KONG Hong Kong SAR Hong Kong Business Registration Number: 80524054 General enquiries: info@mediconnex.com.cn Legal: admin@mediconnex.com.cn Complaints: admin@mediconnex.com.cn · see our Complaints Procedure

18. Special situations

18.1 Travel companions

If you bring any companion (spouse, family member, friend, carer) on the trip, the companion is not a party to the Concierge Agreement unless they sign a separate Concierge Agreement with MediConnex in their own name. On your specific written request we may, as part of the coordination services, share clinical-schedule information with your companion so they can plan their own arrangements, but the companion arranges their own travel, accommodation, transport, insurance and medical care directly and at their own cost. We do not owe the companion any duty under the Concierge Agreement and accept no liability to the companion. The companion's travel insurance, medical care, conduct, and costs are your responsibility (subject to any direct agreement between MediConnex and the companion).

18.2 Minors

We do not provide Services to or in respect of minors (under 18). If a client travels with a minor, the client is solely responsible for the minor's safety, supervision, travel documents, insurance, and medical decisions. MediConnex accepts no duty toward, and no liability in respect of, the minor.

18.3 Incapacity, illness, or death of the Client during the trip

If during the trip you become incapacitated, seriously ill (beyond the planned procedure), or die:

• emergency medical care in Mainland China is the responsibility of the Treatment Provider and / or local emergency services; MediConnex is not a medical provider and cannot give clinical care;
• repatriation, repatriation of remains, costs of next-of-kin travel, extended accommodation, additional medical fees, mortuary fees, and any related costs are your responsibility (or your estate's, or your insurer's) and are not covered by the concierge fee;
• any non-clinical translation or liaison support is subject to the agreed service scope and charges under clause 8 of the Refund and Cancellation Policy;
• you authorise us to share necessary information with your declared emergency contact, your insurer, and competent authorities for the purpose of obtaining emergency care or repatriation. This authorisation applies in an emergency to the extent permitted by applicable law and does not limit any statutory data-protection right. Necessary processing may continue on another applicable lawful basis.

18.4 Conduct in Mainland China

You are solely responsible for complying with the laws and regulations of the People's Republic of China during your trip, including (without limitation) those concerning visas, customs, controlled substances, prescription medicines, conduct in public places, and public order. MediConnex accepts no liability for any consequence (including detention, prosecution, fine, deportation, or loss of property) arising from your acts or omissions in Mainland China.

18.5 Recording and confidentiality of communications

You may not record (audio, video, screen-capture, or otherwise) any consultation, telephone call, video call, in-person meeting, or other communication with MediConnex, the Mainland Operator, the Treatment Provider, or any of our staff or suppliers without our prior written consent. Communications, materials, pricing, and personal information shared during the engagement are confidential.

Carve-out for the protection of legitimate interests. Nothing in this clause prevents you from making any recording that you are lawfully entitled to make under the mandatory law of your country of residence for the purpose of protecting your own legitimate rights and interests (for example, the lawful recording of evidence in support of a complaint or legal claim). Any such recording must be (a) made lawfully under the relevant mandatory law, (b) used only for the purpose of protecting your legitimate rights and interests, and (c) handled in accordance with all applicable data-protection laws.

Breach of this clause (other than recordings within the carve-out above) may be grounds for termination under clause 12.

18.6 No reliance on direct communications from independent third parties

Promises, quotations, or commitments made to you directly by the Treatment Provider, by any clinician, by any salesperson at a Treatment Provider, or by any other independent third party (including via WeChat, WhatsApp, email, or in person) are matters between you and that third party. Such statements do not bind MediConnex and you should not rely on them as having been made by or on behalf of MediConnex. If you receive any commitment that is material to your decision to engage MediConnex or to undergo the procedure, you must seek written confirmation from MediConnex directly before relying on it. The Mainland Operator’s authorised role is governed by clauses 2.2 and 11.2. No statement by the Mainland Operator outside that authorised role may vary these Terms or bind MediConnex.