Terms of service | China Medical Guides

These terms of service ("terms") form an agreement between you and China Medical Guides ("CMG", "we", "us"). They cover your use of chinamedicalguides.com and any coordination service you ask us to provide. By using the site, sending us records or paying a deposit, you accept them. If you are arranging care for somebody else, you confirm that you are authorised to do so.

1. Scope of service

We provide non-clinical coordination for people travelling to mainland China for treatment. Depending on your package, that includes some or all of:

Reviewing your records and confirming whether a referral to China is worth pursuing.
Matching your case to hospitals and departments, and approaching them for you.
Obtaining a named specialist, an appointment window and a written cost range.
Booking appointments, airport transfers and accommodation near the hospital.
Providing a bilingual coordinator and interpretation at consultations, tests, consent and discharge.
Supporting your visa application and the hospital's invitation letter.
Translating your records, and handing you a bilingual record set before you fly home.
Staying reachable after your return for questions about records and follow-up.

The exact list is set out in the written proposal we send you. Anything not listed there is not included, and we tell you before carrying out chargeable work of any kind.

2. What CMG is — and what it is not

This section matters more than any other on this page.

We are not a hospital, clinic or medical practice. We own no medical facility and do not employ the physicians who treat you.
We do not practise medicine. We do not diagnose, prescribe, interpret scans or laboratory results, recommend a treatment, or give clinical opinions. Clinical information we pass on originates from a licensed physician, and we identify it as such.
We are not an insurer, a travel agent or a visa agency. We cannot decide or influence a visa outcome.
We do not guarantee any result — no admission date, treatment duration, clinical outcome, complication rate or final price.
Nothing on this website is medical advice. The medical disclaimer forms part of these terms.

3. Booking and deposit

Records review and your first hospital proposal are free, and no payment is requested at that stage. If you decide to proceed, a deposit reserves the service and places your case with the hospital's international department.

The standard deposit is $199, credited in full against the service fee.
The service fee is a flat amount quoted in writing before chargeable work begins. Package prices are published on the service fees page.
We add no markup to your hospital bill. Hospital charges are paid by you directly, at the rate the international department publishes to self-paying foreign patients.
Hospital charges, flights, accommodation, travel insurance and visa fees are never included in our fee. Unless agreed otherwise in writing, bank charges and currency-conversion costs are yours.

The written proposal sets out the fee, the payment stages and the scope for your engagement, and prevails over this page where the two conflict.

4. Fees, changes and refunds

4.1 Changes to the plan

You may change the scope, the hospital or the travel dates. Where a change increases the work involved or requires new hospital arrangements, we confirm the change to the fee in writing before carrying it out. You are never charged for a change you have not approved.

4.2 Cancellation by you

Refunds follow the stage your case has reached:

Before we send records to any hospital: the deposit is refunded in full, less any payment-processing fee actually charged to us.
After records have gone to a hospital you approved, but before an appointment is confirmed: half the deposit is retained for the hospital review and coordination already delivered, and the balance is refunded.
After appointments are confirmed or travel is booked: the fee for work already performed is retained pro rata, and the unused balance is refunded.
If we cannot place your case with a suitable hospital, or the hospital declines it: anything you have paid us is refunded in full.

Refunds go to the original payment method within 14 business days, and we confirm the calculation first. Amounts paid by you to a hospital, airline, hotel, insurer or embassy are governed by that provider's terms and cannot be refunded by us.

4.3 Your statutory rights

Nothing in these terms excludes a right you have under mandatory consumer-protection law in your country of residence. Where such a right conflicts with a clause here, the statutory right prevails.

5. Your responsibilities

Coordination only works from accurate information. You agree to:

Provide complete, truthful records, diagnoses, medication and allergy information, and correct anything that changes.
Tell us promptly if your condition changes, if you are admitted to hospital at home, or if a physician advises against travel.
Hold a passport valid for at least six months beyond your return, obtain the correct visa, and comply with immigration rules. We assist with the paperwork; the decision belongs to the authorities.
Follow the hospital's pre-operative and post-operative instructions, including medication and follow-up appointments.
Pay the hospital directly and on time, in the form and currency it requires, and arrange travel insurance covering treatment, complications and repatriation. We can explain what to look for; we cannot sell you a policy.
Use the site lawfully — no scraping, no interference, no fraudulent requests.

If you do not meet these responsibilities we may be unable to deliver parts of the service, and we may end the engagement. Section 4.2 then applies to any refund.

6. Our relationship with hospitals

We are an independent coordination company. Hospitals do not pay us for a listing, a ranking, a referral or a better write-up, and none holds equity in us.

Nothing here creates a partnership, agency, joint venture or employment relationship with any hospital or physician.
Your contract for medical care is with the hospital, not with us. Its terms, prices, consent forms, complaints procedure and clinical policies apply.
A hospital may substitute a named physician where it is clinically necessary or the original physician is unavailable. We tell you as soon as we are told.

7. Limitation of liability

We provide coordination with reasonable skill and care, working from the information you give us and from what the hospital tells us. We do not warrant uninterrupted availability of the website, or that every published figure is current at the moment you read it. To the fullest extent permitted by law, we are not liable for:

Clinical outcomes, complications, or the acts and omissions of hospitals, physicians and other clinical staff.
A hospital's decision to accept or decline your case, to revise an estimate, or to change a treatment plan or date.
Visa or entry refusals, border delays, or travel disruption of any kind.
Changes to hospital prices, exchange rates, availability or waiting times.
Loss of profit, loss of opportunity, or indirect and consequential loss.

Where liability cannot lawfully be excluded, our total liability arising from an engagement is limited to the service fees you have paid us for it, excluding amounts paid to a hospital or another third party. Nothing here excludes liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded.

8. Governing law and disputes

These terms, and any dispute arising out of them or out of our services, are governed by the laws of the Hong Kong Special Administrative Region, and the parties submit to the exclusive jurisdiction of its courts.

Before starting proceedings, write to hello@chinamedicalguides.com with the details and allow 30 days for a good-faith resolution; we will do the same before claiming against you. If you are a consumer resident elsewhere, nothing here removes a right you have to bring proceedings in your own country where local law gives you that right.

9. Changes to these terms

We review these terms at least annually and whenever the service changes. The version in force is the one published here on the date you engage us, and the "last updated" date above always shows the current version. Where a change is material and your engagement is active, we tell you by email before it takes effect.

10. Contact

Questions about these terms, or about an engagement, go to the coordination desk:

Email: hello@chinamedicalguides.com
WhatsApp: +86 13908202671
Registered office: Suite 1203, 12/F, Tower 1, Admiralty Centre, 18 Harcourt Road, Hong Kong

We acknowledge complaints within two business days and respond substantively within ten. For data requests, write to the data protection officer at the same address — see the privacy policy. For the limits of what we publish, see the medical disclaimer.