Terms and Conditions

1. Who We Are and What We Do

SinovaCare provides medical coordination, concierge, logistics, communication, and patient support services for international patients considering care in China. Our services may include initial case intake, document collection, medical record organization, translation coordination, appointment coordination, hospital communication, travel logistics support, visa documentation support, insurance documentation support, bilingual assistance, and related non-clinical coordination.

SinovaCare is not a hospital, clinic, medical practice, emergency medical service, physician group, insurer, insurance broker, visa agency, law firm, travel agency, or government authority. We do not provide medical treatment, medical diagnosis, prescriptions, clinical advice, legal advice, visa decisions, insurance decisions, or emergency care.

2. Acceptance of These Terms

You agree to these Terms when you use our website, request a free case review, send us medical records, communicate with our team, use our chat or WhatsApp channels, accept a quotation, pay any fee, deposit, or advance payment, or otherwise use our services.

If you are using our services on behalf of a patient, family member, dependent, or another person, you confirm that you have authority to share information and accept these Terms on that person's behalf.

3. No Medical Advice or Emergency Service

All website content, case examples, treatment descriptions, cost ranges, timelines, chat messages, email replies, phone calls, written summaries, and other communications are provided for general information and coordination purposes only. They are not medical advice and must not be treated as a substitute for diagnosis, treatment, prescription, risk assessment, or medical decision-making by qualified licensed physicians.

All medical decisions must be made directly by the patient, the patient's family where appropriate, and licensed medical professionals. If you have a medical emergency, urgent symptoms, or a sudden worsening of your condition, contact local emergency services or go to the nearest qualified medical facility immediately. Do not rely on SinovaCare for emergency care.

4. Free Case Review

SinovaCare may offer an initial free case review. A free case review is an administrative and coordination-stage assessment based on the information you provide. It does not create a doctor-patient relationship, does not guarantee treatment eligibility, does not guarantee hospital acceptance, does not guarantee a specialist appointment, and does not guarantee that any treatment, clinical trial, medicine, procedure, visa, insurance claim, or travel arrangement will be available or successful.

5. No Refund Policy

All payments to SinovaCare are final and non-refundable to the fullest extent permitted by law. This includes, without limitation, service fees, deposits, retainers, advance payments, administrative fees, coordination fees, translation fees, appointment coordination fees, document processing fees, case management fees, travel planning fees, interpretation fees, accompaniment fees, and any other paid service or package.

No refund, cancellation, exchange, credit, chargeback support, or fee reversal will be provided for any reason, including but not limited to:

• change of mind, change in personal circumstances, or decision not to travel;
• worsening, improvement, or change in the patient's medical condition;
• a physician's opinion that the patient is unsuitable, ineligible, too high-risk, or not recommended for a treatment;
• hospital refusal, hospital delay, appointment delay, bed unavailability, treatment delay, treatment cancellation, or medicine unavailability;
• visa refusal, travel restriction, border control issue, flight cancellation, quarantine rule, documentation delay, or inability to enter China;
• insurance denial, reimbursement delay, partial reimbursement, or disagreement with an insurer;
• dissatisfaction with medical advice, treatment outcome, hospital policy, doctor opinion, cost estimate, travel logistics, third-party service, or communication timeline;
• failure to provide complete records, late submission of documents, inaccurate information, or failure to respond to requests;
• unused services, partially used services, missed appointments, late arrival, no-show, or termination of services by the patient;
• changes in third-party prices, hospital requirements, government rules, clinical protocols, or any event outside SinovaCare's control.

Where applicable law does not allow a complete no-refund policy, our liability and any refund obligation will be limited to the minimum amount required by law.

6. Fees, Quotes, and Third-Party Costs

Unless expressly stated in a written agreement signed or confirmed by SinovaCare, any prices, budgets, hospital cost ranges, treatment cost ranges, travel estimates, timelines, and service descriptions shown on the website or discussed in communications are estimates only. They are not fixed quotes, guarantees, or promises.

Hospital treatment fees, physician fees, medicine fees, laboratory fees, imaging fees, inpatient costs, emergency care, intensive care, translation or notarization charged by third parties, insurance fees, visa fees, travel, flights, accommodation, local transportation, caregiver expenses, and other third-party costs may be charged directly by third parties and are separate from SinovaCare's service fees unless expressly included in writing.

Third-party prices and policies may change without notice. SinovaCare is not responsible for increases, additional charges, currency fluctuations, payment processing fees, bank fees, taxes, or expenses charged by hospitals, physicians, laboratories, insurers, hotels, airlines, transport providers, government bodies, or other third parties.

7. No Guarantees

SinovaCare does not guarantee any medical, administrative, travel, legal, insurance, immigration, financial, or personal outcome. Without limitation, we do not guarantee:

• treatment eligibility, hospital acceptance, doctor acceptance, bed availability, or appointment timing;
• approval for CAR-T, oncology treatment, surgery, clinical trials, medication, specialist consultation, or any other treatment pathway;
• medical results, survival, remission, cure, recovery, symptom improvement, safety, side effects, complication rates, or quality of life;
• visa approval, entry approval, travel permission, insurance reimbursement, insurance pre-authorization, or successful claims;
• that any timeline, cost estimate, hospital requirement, physician opinion, or treatment plan will remain unchanged.

8. Third-Party Providers

Hospitals, doctors, drug manufacturers, laboratories, pharmacies, translators, insurers, visa centers, government authorities, hotels, apartment providers, airlines, drivers, payment processors, and other third parties are independent from SinovaCare. We may coordinate communications with them, but we do not control them and are not responsible for their decisions, acts, omissions, delays, errors, negligence, prices, policies, availability, advice, or outcomes.

9. Patient and User Responsibilities

You are responsible for providing true, complete, accurate, current, and timely information, including medical records, diagnosis history, treatment history, medication list, allergies, test results, passport information, contact information, and any other information requested for coordination.

You are solely responsible for confirming your medical fitness to travel, understanding treatment risks, obtaining independent medical advice, complying with visa and immigration requirements, arranging sufficient funds, reviewing insurance coverage, following hospital instructions, and making final decisions about treatment, travel, and payment.

SinovaCare is not responsible for any consequence caused by incomplete records, inaccurate information, omitted medical history, delayed responses, failure to follow medical or administrative instructions, missed deadlines, or decisions made by you, your family, caregiver, representative, doctor, insurer, or any third party.

10. Medical Records, Privacy, and Consent

By sending us medical records, personal information, passport information, contact details, insurance documents, photographs, or other materials, you authorize SinovaCare to review, organize, translate, store, and share relevant information with appropriate hospitals, physicians, translators, administrative staff, insurers, travel providers, or other service providers as reasonably necessary to perform coordination services.

You confirm that you have the legal right and consent required to share any information you provide, including information about another patient or family member. We will handle medical information with care, but electronic communication is never completely risk-free.

11. Website Content and Patient Stories

Website content, articles, treatment descriptions, comparison tables, patient stories, testimonials, case reports, images, and examples are provided for general informational purposes. They do not represent guarantees, typical outcomes, medical claims, or promises that your case will be accepted, treated, priced, or resolved in the same way.

12. Limitation of Liability

To the fullest extent permitted by law, SinovaCare, its owners, directors, employees, contractors, consultants, representatives, affiliates, and partners shall not be liable for any direct, indirect, incidental, consequential, special, exemplary, punitive, or other damages or losses arising out of or related to your use of our website, communications, or services.

This limitation includes, without limitation, liability for health deterioration, medical complications, injury, death, treatment failure, delayed treatment, missed treatment opportunity, emotional distress, financial loss, travel loss, business interruption, loss of income, loss of data, visa refusal, insurance denial, third-party negligence, hospital decisions, doctor decisions, treatment outcomes, or any other consequence, even if SinovaCare has been advised of the possibility of such loss.

Where applicable law does not allow exclusion of certain liability, SinovaCare's total aggregate liability shall be limited to the amount you paid directly to SinovaCare for the specific paid service giving rise to the claim, or the minimum amount required by applicable law, whichever is lower to the extent permitted by law.

13. Indemnification

You agree to defend, indemnify, and hold harmless SinovaCare and its owners, directors, employees, contractors, consultants, representatives, affiliates, and partners from and against any claims, losses, liabilities, damages, costs, and expenses arising from your use of our services, your breach of these Terms, your violation of law, your provision of inaccurate or unauthorized information, or any decision made by you or on your behalf.

14. Changes to Services and Terms

SinovaCare may update, suspend, modify, or discontinue any website content, service, package, fee, process, or communication channel at any time. We may update these Terms from time to time. The updated version will apply from the date it is posted unless otherwise required by law.

15. Contact

If you have questions about these Terms and Conditions, contact SinovaCare through the contact information listed on our website.

These Terms are intended to provide strong commercial protection while preserving rights that cannot be excluded under applicable law. Please have local counsel review this page before production publication.