Service Terms

1. Operator and acceptance

ChinaSpecialistCare is operated by Suzhou Fenglin International Travel Service Co., Ltd., located in Suzhou, Jiangsu, China. By using this website or ordering a service, you agree to these terms and any service-specific quotation, order form or agreement accepted by you.

If you act for a patient, you confirm that you are authorised to communicate and make arrangements on that person's behalf.

2. Our role and service scope

We provide information, record organisation and non-clinical coordination. Depending on the service purchased, this may include:

• an initial review of the information available and guidance on useful records;
• record organisation, translation support and preparation for hospital review;
• proxy consultation or multidisciplinary-review coordination;
• matching and appointment requests with hospitals or specialists;
• admission, treatment or surgery coordination after a hospital has reviewed and accepted a case;
• health-check, companion, interpretation, visa-document, airport pickup, local SIM, hotel or local travel assistance.

The precise scope, inclusions, exclusions, timeframe and price will be stated in writing before a paid service begins.

3. Quotations, orders and payment

A quotation is an invitation to order and may expire or change if the request, available records, dates, provider availability or third-party costs change. A service begins only after the required order confirmation and payment have been received, unless we agree otherwise in writing.

Prices are shown in the currency stated in the quotation. Bank, card, exchange-rate and payment-provider charges may apply. We may use third-party payment providers; their own terms and privacy notices also apply.

4. Hospital and third-party charges

ChinaSpecialistCare collects only the coordination service fee identified in its order. Hospital consultation, tests, treatment, surgery, medicines, implants, deposits, admission and room charges are not collected by ChinaSpecialistCare and are paid directly by the patient to the relevant hospital or provider.

Visa fees, flights, insurance, hotels, transport and other external-service charges are likewise paid directly to the relevant provider. That payee's own terms govern changes, cancellations and refunds. Estimates may change after an examination or if the treatment plan, materials, room type or length of stay changes.

5. Cancellation, changes and refunds

Before payment, the quotation or service agreement will state the cancellation and refund rules that apply to that order. Unless those specific terms say otherwise, the following principles apply:

• Before work starts: we will refund the unused coordination fee, less any clearly disclosed, non-recoverable payment-processing cost.
• After work starts: work already completed, time already used and committed service costs are not refundable. Any unused balance is assessed against the agreed scope.
• If we cannot provide a purchased coordination service: we will refund the portion paid for work that we cannot perform.
• Hospital or clinician decisions: a hospital may reject a case, request more information, change a proposed route or make a different clinical recommendation. The applicable order terms will explain what happens to the coordination fee in that situation.
• Amounts paid directly to another provider: ChinaSpecialistCare does not receive these funds. Questions about changes, cancellations or refunds must be handled with that payee under its terms.

To request a cancellation or change to our coordination service, contact us promptly in writing. A refund from ChinaSpecialistCare, when due, is normally returned using the original payment route where practicable.

6. Your responsibilities

You agree to:

• provide accurate, current and reasonably complete information and identify urgent or material changes;
• have authority to provide records and personal information for yourself or the patient;
• review names, dates, hospitals, services, quotations and instructions before confirming or paying;
• follow hospital preparation, consent, admission and payment requirements;
• obtain suitable passports, visas, permissions and insurance, and make independent travel decisions;
• seek local urgent or emergency care when needed instead of waiting for an international arrangement; and
• treat staff, clinicians, providers and other patients respectfully.

7. Appointments, hospitals and specialist availability

All appointment, admission and treatment requests remain subject to hospital review, medical appropriateness, capacity, clinician schedules and the institution's rules. A preferred hospital, specialist, date, procedure, room or treatment route is not confirmed until the responsible provider confirms it.

We may propose another specialist, department, hospital, city or date where the original request is unavailable. You decide whether to accept an alternative.

8. Medical information and clinical decisions

Website content, initial screening and coordination communications are not diagnosis, medical advice or treatment. ChinaSpecialistCare does not replace your treating clinician and does not direct a hospital's clinical decision.

Clinical opinions, prescriptions, consent, diagnosis and treatment plans must come from appropriately licensed professionals. No result, cure, outcome, waiting time, acceptance, price or named clinician can be guaranteed. Please also read our Medical Disclaimer.

9. Travel, visa and on-the-ground support

Travel, visa, arrival and local-support information is general coordination assistance, not legal, immigration or insurance advice. Government, airline, hospital and public-health requirements can change. You remain responsible for verifying entry rules and deciding whether travel is safe and suitable.

ChinaSpecialistCare is not responsible for changes, delays or refusals controlled by governments, airlines, hospitals or other independent providers, except to the extent a specific written agreement expressly says otherwise.

10. Website use and intellectual property

Website content is provided for general information and may change. You may view and print reasonable portions for personal use. Branding, original text, layouts and other protected content may not be copied, sold or republished without permission, except where law permits.

Links to hospitals and third-party services are provided for convenience and do not make those parties our agents or create an endorsement unless expressly stated.

11. Responsibility and limitations

We are responsible for performing purchased coordination services with reasonable care and within their stated scope. Hospitals, clinicians, payment providers, airlines, hotels, visa authorities, transport operators and other independent parties remain responsible for their own acts and services.

To the extent permitted by applicable law, we are not liable for indirect or consequential loss, clinical outcomes, or decisions and delays outside our reasonable control. Nothing in these terms excludes liability that cannot legally be excluded or restricts mandatory consumer rights.

12. Privacy and communications

Our Privacy Policy explains how we handle contact and health information. By providing an email address or messaging number, you permit us to use it for the enquiry, order and service communications you request. Marketing messages, if any, require the choices provided by applicable law.

13. Governing terms and disputes

A service-specific agreement may state the governing law and dispute process for that order. Unless it states otherwise, these website terms are governed by the laws of the People's Republic of China, without reducing any mandatory consumer protection that applies to you.

Please contact us first so we can try to resolve a concern in good faith. If it cannot be resolved, the dispute may be brought before the people's court with lawful jurisdiction in Suzhou, Jiangsu Province, subject to any mandatory rights or agreed dispute clause.

14. Changes and severability

We may update these terms when services or legal requirements change. The version accepted for a specific paid order remains governed by that order's written terms. If one provision is found unenforceable, the remaining provisions continue to apply to the extent permitted by law.