Service terms.

2. Scope of service

Services may include practical orientation, hospital and specialist appointment coordination, document preparation, language coordination, local navigation, arrival planning, optional remote-consultation coordination, follow-up support, and proxy-visit coordination where hospital rules allow. The exact scope, timing, fee, and deliverables are stated in the written confirmation. Anything not stated there is not included.

3. Hospitals and appointments

Hospitals and clinicians independently decide whether to accept a patient, appointment availability, clinical priority, tests, treatment, and charges. Hospital names on our website are examples for orientation, not partnerships or endorsements. We cannot guarantee an appointment, admission, visa, diagnosis, treatment, or outcome.

4. Your responsibilities

• Provide accurate, current information and promptly disclose changes affecting the requested service.
• Check passport, visa, travel, insurance, and hospital requirements independently.
• Follow hospital rules and make all clinical decisions directly with licensed clinicians.
• Do not use WhatsApp to send medical records or identity documents unless we specifically provide an appropriate method.

5. Fees, hospital costs, and payment

Basic initial orientation based on information already provided may be offered without charge. Any paid coordination fee and deposit are confirmed in writing before payment. Hospital registration, physician consultations, tests, treatment, medication, accommodation, transport, interpretation, and third-party costs are separate unless expressly included. Payment may be invoiced through PayPal or another agreed provider.

6. Changes, cancellation, and refunds

Cancellation and refund terms depend on the work already completed, non-refundable third-party costs, and the written confirmation for your service. If a hospital changes or cancels an appointment, we will explain practical next steps, but this does not automatically make completed coordination work refundable. Any mandatory rights under applicable law remain unaffected.

7. Third-party services

Hospitals, clinicians, translators, transport providers, hotels, payment providers, and other third parties are responsible for their own services. We are not responsible for their clinical decisions, availability, pricing changes, delays, acts, or omissions, except to the extent liability cannot legally be excluded.

8. Liability

To the maximum extent permitted by law, PatientMate China is responsible only for direct loss caused by our failure to provide the expressly confirmed non-clinical service with reasonable care. We are not liable for medical outcomes, indirect loss, travel disruption, hospital decisions, or events outside our reasonable control.

9. Privacy, law, and contact

Personal information is handled under our Privacy Policy. Unless a written agreement states otherwise, these terms are governed by the laws of the People's Republic of China. The parties should first try to resolve disputes in good faith; unresolved disputes may be submitted to a court with jurisdiction in Shanghai. Questions may be sent to contact@patientmatechina.com.