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.
2.1 Service units and personnel
| Service | Billing unit and completion basis |
|---|---|
| Appointment coordination | One confirmed appointment: the Client has accepted the time and the hospital and clinician have confirmed it, including clinician confirmation relayed by the hospital. If that completed appointment is later cancelled for any reason and a fresh booking is required, the new coordination is charged as a new appointment at the agreed rate. Mere enquiries or unconfirmed options are not completed appointments. No repeat charge is made to correct a booking error caused by MediConnex's own breach. |
| In-person interpreting, accompaniment, review-visit and personal support | One combined service unit of up to 8 hours on the agreed service day. Waiting while assigned personnel remain available for the engagement counts towards those hours. Time beyond 8 hours is charged at the overtime rate supplied and accepted in the quotation. Concurrent support tasks within the same agreed unit are not charged as separate full-day units. Remote consultation and remote follow-up retain their separately quoted units and prices. |
| Medical document translation | Source-text count for the same confirmed translation commission, aggregated across its documents, in units of 10,000 Chinese characters; a started unit is charged as a full unit, including a total below 10,000. For another source language, the counting basis is specified in the quotation before acceptance. Document count is not the billing unit. |
The accepted quotation records quantities, unit prices, the scheduled service period and the overtime rate and calculation basis. It does not turn a previously quoted package or per-case price into a per-appointment price retrospectively. A completed, separately priced coordination item is accounted for once; no further cancellation deduction is imposed on that same completed item or cost. Other cancelled items follow the existing cancellation ladder. Provider changes, Company breach and any mandatory remedy remain governed by the Refund and Cancellation Policy; these billing units create no additional forfeiture or duplicate charge.
MediConnex may allocate, replace or divide work between suitably competent personnel, or use remote assistance where consistent with the agreed delivery mode, while maintaining the agreed scope and service standard. A particular individual is not guaranteed unless expressly named as an essential part of the purchased service. Such an arrangement is not, by itself, a cancellation or refund event.
3. Delivery timeframe
Coordination starts on the agreed basis after the quotation, required payment, information and legally required consents are in place. Timing remains subject to Client cooperation and Treatment Provider availability; applicable mandatory performance standards are preserved.
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 that provider. MediConnex may collect and remit only the specified medical fees you authorise in writing; that does not make MediConnex the medical provider. Hotel, transport, travel-insurance and other travel payments remain direct payments by you.
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.
5.1 Separate service-item confirmation
Delivery and completion are recorded using the agreed item references. A signed confirmation is evidence of completion and acceptance of the items and stages it identifies. Electronic outputs are delivered as stated in section 5. Refusal to sign, subjective dissatisfaction, or a dispute about an independent provider does not by itself establish non-delivery or entitlement to a refund from MediConnex.
Any specific allegation of non-conformity must be notified promptly with the item reference, the contractual requirement said to be unmet and supporting evidence. Review and any remedy follow clause 7.1 of the Refund and Cancellation Policy. No separate or additional refund entitlement is created by this policy.
6. Agreed service records and safety
Service recording is governed by clause 8.3 of the signed Concierge Agreement and the supplied Privacy Policy. It covers synchronised sound and video of agreed accompaniment, interpreting and coordination, including relevant clinical consultations. Records are used to resolve disputes and improve service quality; marketing requires express authorisation in a separate agreement. No complete recording or automatic refund for a recording gap is promised.
The Company may immediately suspend affected non-clinical services and withdraw personnel where reasonable grounds establish service-related unlawful conduct or a real safety/property risk under the signed Concierge Agreement. Serious or continuing conduct may justify immediate termination. Company Service Fees and any prepaid Company-service balance are reconciled under Refund and Cancellation Policy clause 5; authorised medical money is handled separately under clause 9 of that Policy; no automatic forfeiture or duplicate recovery follows. Clinical care remains the Treatment Provider's responsibility.
7. 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