用户服务条款 / Terms of Service

EN1. Acceptance and Scope of these Terms

These Terms are issued by and apply to %%COMPANY_NAME%% ("Reach Care", "we", "us"). By visiting this website, submitting a booking or enquiry form, contacting us by email or messaging app, or actually receiving our services, you confirm that you have read, understood and agree to these Terms. If you do not agree with all or part of these Terms, please do not use our services.

These Terms apply to all medical coordination and supporting services we provide through reachcarehealth.com and our communication channels. Individual services may be subject to a separate service confirmation or service agreement; where such a document conflicts with these Terms, it prevails in respect of that service. Our privacy practices are described separately in our Privacy Policy.

These Terms are published in Chinese and English, both versions having equal force. Where the mandatory law of your jurisdiction requires a specific language version to prevail, or requires a local-language version, that requirement prevails. You must have full legal capacity to enter into a binding agreement; if you do not, your parent or other guardian must agree on your behalf — see section 11 of our Privacy Policy for minors.

EN2. Who We Are: A Medical Coordination and Services Provider

Reach Care is a medical coordination and services provider. We are not a medical institution. We do not provide medical services, we do not carry out any diagnosis, treatment, surgery, prescribing or other medical acts, we do not practise medicine, we do not employ physicians, nurses or other medical professionals, and we do not make medical decisions on behalf of, or in the name of, any physician, clinic or hospital.

All clinical assessments, diagnoses, treatment plans, surgery, prescriptions and medication advice are made independently by licensed medical institutions and their practising physicians, within the scope of their practice and professional judgement, and that institution and its practitioners bear legal responsibility for them accordingly. Our role is limited to providing coordination, translation, travel and communication support between you and third-party medical institutions, so that you can access the care you have chosen more smoothly.

Any medical service relationship is established directly between you and the medical institution and is independent of us. Reach Care is not a party to that medical service contract and does not assume medical responsibility for the services provided.

EN3. Scope of Services

Our services are coordination and supporting services, and comprise:

• Appointment assistance: explaining available medical services and partner institutions, helping you submit a request and following up on the outcome;
• Organisation and translation of medical records: helping to organise and translate the records, test reports and imaging you provide so that a medical institution can assess them;
• Care coordination: liaising with the medical institution about appointment times, departments and specialist arrangements;
• Visa and travel assistance: providing checklists and process guidance for visa applications and helping to arrange itineraries, flights, accommodation and transfers (visa decisions are made by consular authorities under applicable law, and we do not guarantee that a visa will be granted);
• Accompaniment: arranging interpreters or accompanying staff to assist with on-site communication, registration and process guidance;
• Cost coordination: helping to obtain quotations from medical institutions and to summarise and relay cost information to you;
• Post-treatment follow-up coordination: helping to arrange follow-up times, communication channels and return visits.

None of the above includes any medical act or constitutes medical services in themselves. We do not provide emergency services, do not sell medicines and do not make any medical judgement on your behalf.

EN4. Medical Disclaimer

All content on this website and in our communications — including service descriptions, information about institutions and departments, process explanations, case or experience descriptions, price ranges, images and video — is provided for general information only. It does not constitute medical advice, a diagnosis or a recommended treatment plan and is no substitute for an in-person consultation, examination and professional judgement by a licensed physician. Do not make any medical decision on the basis of this website alone; clinical decisions should be made by you together with your treating physician.

We do not guarantee the efficacy, safety or outcome of any treatment, procedure, therapy or screening. Medical outcomes vary with individual circumstances, medical history, age, constitution and other clinical factors, and no institution or individual can guarantee a particular result. Medicine carries inherent uncertainty and risk, including complications, slower recovery and results that fall short of expectations; the medical institution should explain the relevant risks, alternatives and precautions to you before treatment, on which basis you should give your informed consent.

Emergencies: if you experience an acute, life-threatening or urgent medical situation, call the emergency number in your country or region immediately, or go to the nearest emergency department. Do not seek emergency medical assistance through this website, our forms or our contact details. We are not an emergency service provider and cannot provide timely assistance in an emergency.

EN5. Your Responsibilities

To protect your safety and allow the services to be delivered properly, you agree to the following.

• Accurate information: to provide us and the medical institution with true, accurate, complete and up-to-date personal and health information, including medical and surgical history, allergies, medication, other treatment you are receiving and matters relating to infectious disease, and not to conceal information or provide false information;
• Following medical instructions: to comply with the treatment arrangements, pre- and post-operative instructions and follow-up requirements of the medical institution and physician;
• Eligibility and insurance: to verify and obtain the visa, entry and residence status applicable to you, to purchase your own travel insurance covering medical care, travel and accidents, and to be responsible for the validity of your own documents;
• Compliance: to comply with the laws and regulations of the People's Republic of China and the rules of the medical institution, and to respect medical staff and other patients;
• Lawful use: not to use our services for unlawful or infringing purposes, and not to submit false bookings, misuse medical resources or disrupt the normal provision of medical care;
• Your own risk: to bear the risks, losses and additional costs arising from information you provide that is inaccurate, incomplete or late, or from your failure to follow medical instructions.

If your conduct causes us to incur liability to a third party or suffer loss, you will indemnify us to that extent.

EN6. Appointments, Quotations and Fees

Any quotation, itinerary or cost estimate we provide is an indicative estimate based on the information you have given us. It is neither a final quotation nor a legal offer, and the actual costs, available appointment times and content of services are subject to final confirmation by the medical institution. Services, prices, specialist schedules and available slots may change as a result of the institution's scheduling, policy changes, equipment or staffing, or changes in your clinical situation following an in-person consultation.

We recommend that you confirm the scope of services, the breakdown of fees and the payment arrangements in writing (by email, on an order confirmation page or in a service confirmation) before making any payment.

Third-party costs are not included in our service fees, including but not limited to return flights, accommodation, visa and consular fees, domestic transport, meals, travel insurance, companion costs, and registration, examination, consultation, surgical, materials and medication fees charged by the medical institution, unless otherwise agreed in writing. Medical fees charged by the medical institution are payable by you directly to that institution (or as it directs); our service fees and the medical fees are independent of one another.

An appointment is confirmed only when the medical institution issues its confirmation. If the institution is unable to accommodate you, we will inform you promptly and help to arrange an alternative or handle a refund in accordance with section 7.

EN7. Cancellation, Changes and Refunds

We do not apply a single standard percentage or notice period for cancellations and refunds, because the amount refundable depends on the specific service you have selected, the stage the service has reached and the policy of the relevant medical institution. Accordingly:

• the specific cancellation, change and refund arrangements for your service package will be set out clearly to you in writing when you confirm the service (on the order confirmation page, in a service confirmation or by email), and those arrangements prevail; they form part of these Terms;
• if you cancel before performance begins, we will help to refund the balance after deducting third-party costs already incurred (for example translation, ground services or travel bookings already paid for);
• if the service has been partly performed, or an appointment has already been arranged with the medical institution, the position is settled on the basis of the services performed, the costs actually incurred and the institution's policy;
• whether medical fees already paid to a medical institution are refundable depends on that institution's own policy; we will assist you in communicating with it but we do not promise a particular refund outcome;
• where performance becomes impossible for reasons beyond either party's control (for example natural disaster, public health events, changes in entry or visa policy, or flight cancellations), the parties will negotiate in good faith a variation or partial refund.

Nothing in these Terms limits, excludes or replaces any right of cancellation, withdrawal or termination that mandatory consumer law in your jurisdiction grants you. Where local law differs from this section, the provision more favourable to you prevails.

EN8. Independence of Third-Party Medical Providers

The hospitals, clinics, screening centres and licensed physicians with which we work, as well as travel agencies and translation and ground-service providers, are third parties independent of Reach Care. They are not controlled by us and are not our employees, branches or agents. We make no warranty as to their medical acts, quality of service, professional judgement, price adjustments or their own compliance, and we are not responsible for their conduct.

When a third party provides services to you, its own terms of service, informed consent documents, fee schedules and privacy policy also apply to you; please read them before receiving services and make your own assessment and choice. We may provide information and suggestions based on your needs, but the final choice and decision are yours.

Referrals, joint consultations and the sharing of records between medical institutions are carried out by those institutions in accordance with their own rules and your authorisation.

EN9. Limitation of Liability

To the maximum extent permitted by law:

• the total liability of Reach Care to you in connection with the services is limited to the service fees you have actually paid to us for the services concerned;
• we are not liable for indirect, incidental, punitive or consequential loss, or for loss of profit, opportunity, goodwill or data;
• we are not liable for loss caused by the acts or treatment of a medical institution, medical outcomes, changes in your health, your failure to disclose information accurately or to follow medical instructions, or the acts of third parties or events beyond our control;
• we are not liable for delays or losses arising from visa outcomes, flight or itinerary changes, decisions of consular or customs authorities, or administrative or judicial measures.

This section does not apply where liability cannot lawfully be limited or excluded, including liability for personal injury caused by our intent or gross negligence, or liability that cannot be limited or excluded under consumer protection law. Where mandatory law in your jurisdiction prohibits or restricts what this section provides, that law applies and the remaining provisions of this section continue in effect.

EN10. Intellectual Property

The text, layout and design, graphics, images, video, logos and trade marks on this website, together with its overall presentation, belong to Reach Care or to the relevant rights holders and are protected by copyright, trade mark and related laws. You may view, download and print content from this website for your own personal, non-commercial enquiry purposes. You may not copy, modify, adapt, publish, distribute, transfer or scrape that content or use it for any commercial purpose without our prior written permission, and you may not remove or alter any notice of rights.

Third-party names, hospital and clinic names, expert names, brands and logos referred to on this website belong to their respective owners; they are mentioned only to describe our services and do not indicate any partnership, endorsement or warranty. If you wish to reproduce or quote content from this website, please obtain our written permission in advance.

EN11. Governing Law and Dispute Resolution

The formation, validity, interpretation and performance of these Terms, and the resolution of disputes under them, are governed by the laws of the People's Republic of China, excluding its conflict-of-law rules.

Any dispute arising out of or in connection with these Terms or our services shall first be addressed through good-faith negotiation. If it is not resolved within a reasonable period after one party raises it in writing, either party may bring proceedings before the competent people's court at the place where %%COMPANY_NAME%% is domiciled.

Nothing in this section excludes or restricts any right you have under mandatory law in your place of residence. Where consumer protection law in your jurisdiction gives you the right to sue in your local courts, the right to have local law applied, or the right to complain to a local consumer protection body or competent authority, those rights are not affected by this section, and you may seek redress from those bodies to the extent mandatory law permits. Consumers in the EU/EEA may also lodge a complaint with the consumer protection body or competent authority of their member state.

EN12. Changes to these Terms

We may update these Terms to reflect changes in law or regulation, regulatory requirements or our business. The updated version will be published on this page with its effective date and will apply to service relationships entered into on or after that date (or the stated effective date). Where a change is material, we will notify you by a prominent notice on this website or by other effective means. Unless the law provides otherwise or the parties agree otherwise, a change does not affect service arrangements already concluded before the change takes effect.

If any provision of these Terms is held invalid or unenforceable, the remaining provisions remain in full force.

EN13. Effective Date and Contact

These Terms take effect on %%EFFECTIVE_DATE%%.

If you have any question about these Terms or need to discuss matters relating to our services, please contact us at:

Company: %%COMPANY_NAME%%
Address: %%ADDRESS%%
Email: reachcare01@outlook.com
WhatsApp / WeChat: +86 18758577890

Requests relating to the protection of personal information should be sent to %%PRIVACY_EMAIL%%; see our Privacy Policy for details.