Q1｜What services does Medera Global Health provide?
Medera Global Health provides non-medical assistance services that help you navigate cross-border medical journeys more smoothly, including information preparation, resource coordination, process alignment, and essential logistical support. Depending on the service package you choose, support may include:
- Planning and coordination of your medical journey to China
- Pre-departure preparation and travel support
- On-site accompaniment and assistance at hospitals (with no medical actions involved)
- Medical record organization, translation, and other documentation services
- Family companion support and daily-life assistance
- Post-return health follow-up and care guidance (non-medical in nature)
We do not provide medical advice, do not participate in medical decision-making, and do not perform any medical procedures.
Q2｜Does the service include medical actions or medical fees?
No. The fees you pay to the platform cover non-medical coordination and value-added services only.
All hospital-related costs—registration, consultations, examinations, treatments, surgeries, hospitalization, medications, and rehabilitation—must be paid directly to the hospital.
Q3｜Who is suitable for Medera Global Health services?
Individuals or families who have cross-border medical needs, hope to shorten waiting times in their home country, or wish to receive checkups, consultations, or surgery at high-quality hospitals in China.
Q4｜What happens after I place an order?
After your order is confirmed, our service team will contact you to confirm your needs and document submission methods.
Then, our medical team will review your materials and prepare pathway recommendations.
Next, based on the service package you purchased, we will proceed with resource coordination and medical journey support.
Q5｜How can I purchase a service package?
Two options are available: You may choose a predefined service package directly, or you may request a customized package designed by a health consultant.
If a predefined package meets your needs, you may purchase it directly. If none suit your situation (for example, if you wish to remove, add, or adjust specific service modules), you may submit your requirements to a health consultant, who will design and confirm a customized package based on your circumstances before you purchase it.
Q6｜How long is the service valid?
The validity period begins from the date your deposit is paid (typically 12 months). Please use your services within the validity period; unused services after expiry will be considered forfeited.
Q7｜Can the service be transferred or used by another person?
No. Services may only be used by the beneficiary confirmed at the time of purchase and cannot be transferred, gifted, or resold.
Q8｜Can I purchase the service for someone else?
Yes. If you purchase a service for another person, please ensure you have obtained written authorization from the beneficiary or their legal guardian. Required authorization documents must be submitted according to platform instructions. Any liability resulting from unauthorized purchases shall be borne by the purchaser.
Q9｜How are the service fees charged?
The service uses a deposit + final payment model. The deposit is paid after signing the agreement and initiates service preparation. The final payment is made in one installment before you confirm the start of appointment coordination.
Fees include only the non-medical services provided by Medera. All medical expenses are charged separately by hospitals.
Q10｜Where can I view the rules regarding fees, validity, and refunds?
Please refer to the Medera Global Health Service Agreement that you sign at the time of purchase. If you need details regarding your individual case, please consult customer service before placing an order.
Q11｜Can you guarantee treatment outcomes, surgery scheduling, or hospital acceptance?
No. Diagnosis, treatment decisions, scheduling, and medical outcomes are the sole responsibility of hospitals and licensed physicians. We provide coordination and pathway guidance only and do not guarantee any medical results.
Q12｜How is my personal information protected?
We collect and use your information only within the necessary scope to deliver the services and apply appropriate security measures to protect it. For more details, please refer to the website’s Privacy Policy.