Terms of service

I. Acceptance of Terms

These Website Terms (hereinafter referred to as "These Terms") constitute a binding agreement entered into between you (hereinafter referred to as "You", "Patient" or "Inquirer") and Shanghai Shanen Health Management Service Co., Ltd. (hereinafter referred to as "FamilyAid" or "We") regarding your access to this Website and your use of our Medical Coordination Service (hereinafter referred to as "This Service").

By accessing this website, submitting a query, or using this Service, you hereby acknowledge and agree to these Terms and Conditions, as well as the Privacy Policy, Medical Disclaimer, and Cookie Policy. If you do not agree to these terms, please do not use this website or this Service.

Please note: The clauses limiting or exempting our liability (Articles 13 and 14) are highlighted in bold and must be separately confirmed by you when you engage the paid service. These clauses do not apply where prohibited by law.

II. Definition

This service – the coordination and support services described on this website: medical record review and translation, arrangement of second clinical opinions, hospital and appointment coordination, visa application support, transportation, medical escort and translation, inpatient care coordination, discharge planning, and post-discharge follow-up upon returning home.

Hospitals – We will help you coordinate access to any hospital, clinic, physician, or healthcare facility.

Accompanying personnel/Coordination staff – Our own employees, or partner escort and translation personnel engaged by us.

Patient – an individual who seeks or receives healthcare services.

III. Qualifications and Authorization

You must be at least 18 years of age to authorize us to act on your behalf. If you are submitting this request on behalf of another person, please confirm that you are their parent, legal guardian, or authorized representative, and that you have the authority to provide their personal and health information and to accept these Terms on their behalf. If the patient is under the age of 18, the consent of their parents or legal guardian must be obtained, and the patient must remain reachable throughout the entire course of medical treatment.

IV. Service Nature (Please read carefully)

4.1 We are a healthcare coordination service provider, not a healthcare facility. FamilyAid does not practice medicine, does not make diagnoses, does not issue treatment plans, nor does it employ or manage the physicians providing your care. Our medical consultants provide guidance on healthcare pathways, the differences between hospitals and specialists, procedures and costs, as well as important considerations; all clinical assessments, diagnoses, prescriptions, and treatment decisions are made by the hospital's licensed physicians, and the hospital is responsible for your care and treatment.

4.2 We are not an insurer. We do not underwrite, guarantee, or pay any medical expenses on behalf of any party, nor do we provide medical travel insurance. All hospital-related costs shall be borne by you.

4.3 We are not a visa application agency, nor do we guarantee visa approval. We provide material support; the visa outcome and processing time are determined by the Chinese embassies or consulates. We will never advise you to enter China with a visa that does not align with your purpose of visit to China.

4.4 We act as your coordinator and, upon your instruction, as your agent to liaise with the hospital, translators, and logistics providers. When arranging third-party services (e.g., hotels, flights, transportation), we do so in your name and in accordance with the terms and conditions of the respective third-party provider.

4.5 This Clause does not constitute an employment, partnership or agency relationship with any hospital or physician.

V. Does not constitute medical advice

The content on this website (including hospital and expert profiles, disease and surgical procedure pages, cost guides, articles, frequently asked questions, and updates from our consultants) is for general informational purposes only; it does not constitute medical advice, cannot substitute for in-person consultations or consultations with licensed physicians, and should not be used for the diagnosis or treatment of any medical condition. Please refer to the "Medical Disclaimer" for more details.

VI. Consultation, Quotation and Estimation

6.1 Before our physician has fully reviewed your medical records, any estimated cost we provide is for reference only and does not constitute a fixed price.

6.2 Upon completion of the clinical review, we will provide a written itemized quotation valid for 30 days, quoted in US dollars and payable in RMB at the prevailing exchange rate.

6.3 Hospital expenses shall be calculated separately and are not included in our service fee unless otherwise expressly stated. Should your clinical needs change, the hospital may adjust the corresponding charges.

6.4 Unless otherwise specified, the amounts do not include taxes, bank handling fees, or foreign exchange losses.

VII. Costs, Deposit and Payment

7.1 The service fee shall be determined in accordance with your quotation or the price list published on this website.

7.2 Upon confirmation of the treatment plan and schedule, a deposit of USD 300 shall be paid; the remaining balance shall be paid before the patient's arrival. In the event of payment delay, we may suspend the coordination services.

7.3 Please pay the amount due via bank transfer or credit card to the account specified on the invoice. Except for the account confirmed in writing by the hospital or us, do not pay any hospital deposit to any third party.

7.4 Our fees cover only coordination services. Hospital charges shall be paid directly by you to the hospital; most public hospitals require advance payment, and typically a deposit of 30%–50% must be paid prior to scheduled surgery.

VIII. Cancellation, Modification and Refund

8.1 You may cancel your reservation by sending a written notice to shanenguoji@familyaid.com.cn. Refund Policy: If cancellation is made more than 30 days prior to the start of the reserved service, the deposit will be refunded less a 10% administration charge; if cancellation is made between 15 and 30 days prior, 50% of the deposit will be withheld; if cancellation is made less than 15 days prior, the deposit is non-refundable – in all cases, any incurred or non-recoverable costs (e.g., hospital deposit, already paid translation fees, ticketing fees, or third-party booking fees) shall be deducted.

8.2 If we cancel the service due to your breach of contract or any other reason other than force majeure, we will refund the amount already paid for the services that were not delivered.

8.3 Force Majeure – Where performance becomes impossible due to events beyond reasonable control – such as natural disasters, epidemics or pandemics of infectious diseases, governmental actions, war, social unrest, strikes, closure or restriction of hospitals, disruption of transportation services, or changes in visa or entry policies – neither Party shall be liable for breach of contract; upon deducting any unrecoverable third-party costs, the Party shall refund the amount corresponding to the services not yet delivered.

8.4 Where a hospital cancels, postpones, or alters a treatment plan, the refund or adjustment of hospital-related costs shall be governed by the hospital's own policies; we will assist you in asserting your rights without charging any additional coordination fee for rescheduling.

IX. Your Responsibilities

You agree to: provide accurate, complete, and up-to-date medical records; truthfully disclose all relevant medical conditions, allergy history, medication use, previous surgeries and implants, as well as any infectious diseases; promptly inform us of any changes in your health status or travel itinerary; possess a valid passport and a visa that is appropriate for your purpose of visiting China; comply with Chinese laws, hospital regulations, and public health requirements; purchase medical travel insurance covering complications management and emergency medical evacuation; follow the medical instructions and guidance of your attending physician and take medications as prescribed; respect our employees, translators, and hospital personnel; and ensure that your contact information remains accessible.

We shall not be held liable for any consequences arising from your concealment of information or failure to comply with medical advice. In the event of verbal abuse, discrimination, violence, or harassment, we reserve the right to immediately suspend or terminate the service.

X. Insurance

We strongly recommend – and may require – that you purchase medical travel insurance covering complications management, extended hospitalization, and emergency medical evacuation. We do not sell insurance nor act as an insurance intermediary, and we do not guarantee that any policy will be paid out. Chinese public hospitals generally do not support direct payment of overseas insurance claims; you will typically need to pay out-of-pocket first before seeking reimbursement. We will provide the invoices and medical documentation required for claim processing.

XI. Hospital and Third Parties

11.1 You and the hospital have entered into a medical service contract. We shall not be responsible for any diagnostic or treatment activities, omissions, standards, facilities, scheduling, charges, or complaint handling by the hospital or the physician.

11.2 We carefully screen hospitals based on public rankings, accreditation certificates, and past experience; we will also provide you with the relevant accreditation information for your independent assessment. The final decision rests with you.

11.3 Third-party services (flight tickets, accommodation, vehicle rental, translation services, insurance) are governed by this Third-Party Clause; we shall not be liable for any actions or omissions by such third parties, but we will assist you in resolving any disputes that may arise.

12. Intellectual Property and User Content

12.1 This website and its content are owned by FamilyAid or are used under authorized permission and are protected by intellectual property law. You may browse, download, or print the pages for personal, non-commercial use; however, you may not copy, redistribute, sell, or create derivative works without prior written permission.

12.2 By submitting feedback, suggestions, or reviews (including photos and videos) to us, you grant FamilyAid an non-exclusive, worldwide, royalty-free license to use such content in accordance with our Privacy Policy. For reviews containing health-related information or your likeness, we will obtain your prior written consent; we will not present any personal experiences as a guarantee of medical efficacy. You may revoke your license to future use by sending an email to shanenguoji@familyaid.com.cn.

12.3 You shall not access or scrape this Website, submit inquiries automatically, interfere with the security or operation of this Website, upload malicious code, impersonate another person, or use this Website for any illegal purpose.

13. Guarantee and Exemption

This website is provided as-is and as available. We make no warranty, express or implied, including any warranty of uninterrupted operation, absence of errors or harmful components, or completeness, timeliness, or accuracy of the information contained herein. To the fullest extent permitted by law, we disclaim all implied warranties, including but not limited to warranties of merchantability, fitness for a particular purpose, or non-infringement. This clause does not limit your non-transferable statutory rights as a consumer under applicable law.

14. Limitation of Liability

Important Notice (Please read carefully): This section limits our liability; it is highlighted in bold and must be separately confirmed by you when you engage our paid services. This section does not apply where prohibited by law.

14.1 This Clause does not limit or exempt us from any liability arising from: death or personal injury caused by our negligence; fraud or fraudulent statements; intentional or gross negligence; liability for violation of data protection laws, including your right to claim compensation under Article 82 of the GDPR or the UK GDPR, as well as statutory liability under the Personal Information Protection Law; or any other liability that cannot be limited or exempted in accordance with the law.

14.2 Subject to Section 14.1, our total cumulative liability for this Service (whether arising from a contract, tort (including negligence), breach of statutory obligations, or any other reason) shall be limited to the coordination service fee paid to us within 12 months prior to the occurrence of the event giving rise to the claim.

14.3 Subject to Section 14.1, we shall not be liable for any of the following: any clinical outcomes, complications, injuries, disabilities or deaths arising from the diagnosis or treatment provided by the Hospital or the Physician; any acts or omissions by the Hospital, the Physician, the interpreter, the hotel, the airline or any other third party; indirect, incidental, special, punitive or consequential losses; losses of profit, revenue, business or expected savings; or any losses arising from your concealment or provision of inaccurate information, failure to comply with medical instructions, visa denial or impediment to entry.

14.4 Consumer Protection. This clause does not affect any rights that you, as a consumer, enjoy under the law of your place of residence and which cannot be waived by contract, including rights under the EU Directive on Unfair Contract Terms (93/13/EEC), the UK Consumer Rights Act 2015, or equivalent legislation in other jurisdictions. If you are a resident of the European Economic Area, the United Kingdom, or any other region with mandatory consumer protection provisions, you retain the right to initiate legal proceedings in a local court; the following arbitration clause shall apply to you only to the extent permitted by the law of your place of residence, and mandatory consumer jurisdiction rules shall take precedence.

15. Compensation

If you give rise to any claim, loss, liability, cost or expense (including reasonable attorney fees) as a result of your violation of these Terms, provision of inaccurate or incomplete information, failure to comply with medical instructions, engagement in any unlawful or improper conduct, or infringement of the rights of any third party, you agree to compensate FamilyAid and its managers, employees and agents for such losses and to indemnify them therefrom. This indemnification clause shall not apply to any matter for which we shall be liable under Article 14.1.

XVI. Suspension and Termination

If you materially breach these Terms and Conditions, if we have reasonable grounds to believe that continuing to provide the Services would be unlawful or unsafe, or if you engage in any abusive or offensive behavior toward our personnel or any third party, we may immediately suspend or terminate your use of this Website or these Services. Such termination shall not affect any rights or obligations that have already arisen, including any payment obligations arising from the Services already delivered.

17. Services and Amendment of This Clause

We may modify this website, this service, the pricing, or these Terms and Conditions. Material changes will be notified via email or a website announcement and will take effect 14 days after such notification. Continued use of the service after the effective date shall be deemed as acceptance of such changes. If you do not accept these changes, you may terminate your service and be entitled to a refund for the services for which you have paid but which have not been delivered (after deducting any costs already incurred).

18. Governing Law and Dispute Resolution

18.1 This Clause shall be governed by the laws of the People's Republic of China, excluding any rules regarding the resolution of conflicts between laws.

18.2 The Parties shall first attempt to resolve any dispute through good-faith negotiation within 30 days.

18.3 Where the negotiations fail, the dispute shall be submitted to the Shanghai International Economic and Trade Arbitration Commission (SIETAC) (or, at the mutual consent of the Parties, the Shanghai Arbitration Commission) for arbitration in Shanghai, in both Chinese and English; the arbitration shall be conducted by a single arbitrator in accordance with the then-effective arbitration rules of such Commission; the arbitral award shall be final and binding upon both Parties. If you are a consumer, this Article shall not preclude your irrevocable right to initiate legal proceedings in a local court in accordance with the laws of your jurisdiction; the mandatory consumer jurisdiction provisions shall take precedence.

18.4 Each Party shall reserve the right to apply to a competent court for temporary or injunctive relief.

19. Other

Divisibility — If any clause is found to be invalid or unenforceable, the remaining clauses shall remain in force; the invalid clause shall be replaced by the nearest legally valid alternative clause.

Not waiving a right — Failure to exercise a right does not constitute a waiver of that right.

Transfer — You may not transfer these Terms without our prior written consent; we may transfer them to an affiliate or successor, provided that we notify you thereof.

Complete Agreement — This Agreement, together with the Privacy Policy, the Medical Disclaimer, and your quotation, constitutes the complete agreement between the Parties.

Language — This clause is published in both Chinese and English. In the event of any discrepancy, the Chinese version shall prevail; the English version is provided for convenience only.

20. Contact Information

Shanghai Shanen Health Management Service Co., Ltd.

2nd Floor, Nos. 378–380 Pingfu Road, Xuhui District, Shanghai

shanenguoji@familyaid.com.cn