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"), Business Registration Number 80524054, concerning the concierge and coordination services it agrees to supply and its collection/refund duties. Clinical care, surgical outcomes and medical decisions remain under the separate Treatment Agreement — see section 5.

Itemised service disputes. Claims under Refund and Cancellation Policy clause 7.1 use the process below and must identify the service item, alleged failure and evidence. The review process does not admit liability or confer a refund. Mandatory time limits and any payment already due are unaffected.

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

2. Stages

Stage 1 — Contact your coordinator

Notify the issue under section 3. You may contact your coordinator or send a written complaint directly to admin@mediconnex.com.cn; completing Stage 1 is not a prerequisite to Stage 2.

Stage 2 — Written review

Identify the Client and engagement, relevant dates, affected service item, alleged contractual failure, supporting evidence and remedy sought. MediConnex may request information reasonably needed to assess the claim and will communicate its assessment or proposed resolution once the relevant review is complete. Timing depends on the available information and any necessary third-party response. No fixed contractual acknowledgement or resolution period is promised. Any applicable statutory response, refund or ADR-information requirement remains effective.

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

Submit a complaint promptly, preferably within 30 days of the event, with the relevant facts and evidence. Delay may limit the evidence or practical remedy available. No contractual extension of a statutory limitation period is given.

4. Complaint handling and settlement

MediConnex may propose a written settlement, including lawful confidentiality terms. Nothing prevents a legally protected report, regulatory complaint or exercise of a non-excludable right. Complaint information is handled under the Privacy Policy.

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.

Any translation or liaison assistance is subject to Refund and Cancellation Policy clause 8 and the expressly agreed service scope and charges. MediConnex is not your legal representative, does not assess medical negligence and does not guarantee recovery or a dispute outcome.

6. How we handle your data when investigating a complaint

We process complaint data under our Privacy Policy, section 8. Complaint-specific investigation records are kept for 6 years after closure; underlying engagement, health and payment records retain their own stated periods, without restarting their clock when a complaint is opened. Any documented legal hold is limited and reviewed as described there. Records are then securely deleted or anonymised.

7. Internal review

MediConnex may use complaint information for lawful internal review under the Privacy Policy. This creates no additional service, reporting or review-frequency commitment.

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