Medera Global Health Remote Second Opinion Service Agreement

Effective Date: July 5, 2026
Last Updated: July 5, 2026

Important Note: This Agreement is made available in both Chinese and English. Both versions shall have equal legal effect. In the event of any inconsistency or discrepancy between the two versions, the Chinese version shall prevail. To view the Chinese version of this Agreement, please visit: Medera Global Health Remote Second Opinion Service Agreement (Chinese Version).

Welcome to the Remote Second Opinion Service provided by Medera Global Health.

This Medera Global Health Remote Second Opinion Service Agreement (the “Agreement”) applies to users who apply for and purchase remote second opinion services through Medera Global Health.

For purposes of this Agreement, “Medera Global Health” or “MGH” means the entity identified on the applicable order page that actually provides the Service to the user.

Before placing an order and completing payment, please read this Agreement carefully and make sure you fully understand its terms, particularly those relating to the nature of the Service, the limitations of remote review, responsibility for medical records, commencement of the Service, follow-up clarification, cancellation and refunds, processing of personal information, and dispute resolution.

By checking the box labeled “I have read and agree to the Medera Global Health Remote Second Opinion Service Agreement” and completing payment, you acknowledge that you have read, understood, and agreed to be bound by this Agreement.

Article 1. Service Definition and Roles

The Remote Second Opinion Service (the “Service”) is a service under which, without requiring the patient to attend in person, MGH organizes the patient’s existing medical records submitted by the patient or the patient’s authorized representative, arranges for a licensed physician with an appropriate professional background to review the case remotely, and delivers the physician’s independently formed professional medical opinion in the agreed form.
In connection with the Service, MGH is primarily responsible for:
- receiving and organizing medical records, test reports, medical imaging, and other medical information submitted by the patient;
- organizing the patient’s medical history, prior treatment, course of illness, and the questions the patient wishes to have addressed;
- identifying and coordinating an appropriate physician based on the circumstances of the case, relevant specialty, and physician availability;
- coordinating submission of the case materials, collection of any necessary additional information, and service-related communications with the physician;
- formatting second opinion documents as necessary, and providing language support within the scope of the applicable order;
- delivering the remote second opinion prepared by the physician; and
- coordinating post-delivery communications or clarification to the extent included in the applicable order.
All clinical judgments, medical analyses, treatment recommendations, and other professional medical content relating to the case are independently determined by the licensed physician reviewing the case, based on the medical information available to that physician and the physician’s professional judgment.
MGH may provide necessary formatting, proofreading, and translation of the physician’s second opinion, provided that the substance and intended meaning are not changed. MGH will not make any substantive addition, deletion, revision, or interpretation of professional medical content without confirmation from the physician.
A remote second opinion is a professional medical opinion formed by a physician based on the patient’s existing medical information. It is intended to help the patient better understand an existing diagnosis, treatment plan, and possible next steps in care, and does not replace in-person medical evaluation or treatment.

Article 2. Eligibility and Scope

The Service is primarily intended for patients who already have relevant medical information and wish to obtain another physician’s professional opinion regarding an existing diagnosis, treatment plan, surgical recommendation, disease progression, further testing, or next steps in treatment.
Whether a case is suitable for a remote second opinion will be determined by MGH based on the available medical information, the circumstances of the case, and the professional judgment of the physician being considered for the case.
MGH may request additional medical information before formally accepting a case.
MGH may decline to provide the Service, or may recommend that the patient first seek in-person medical care, in any of the following circumstances:
- a medical emergency is occurring or suspected;
- the patient requires immediate examination, emergency treatment, or urgent surgery;
- the available medical information is clearly insufficient to support a meaningful remote medical assessment;
- the physician determines that an in-person physical examination or further testing is necessary before a reasonable opinion can be provided;
- the user seeks a prescription, emergency treatment, medical certificate, disability assessment, insurance assessment, forensic assessment, litigation expert opinion, or another document outside the scope of the Service; or
- based on professional judgment, the case is otherwise considered unsuitable for a remote second opinion.
The Service does not provide emergency medical care. If the patient develops severe, rapidly worsening, or potentially life-threatening symptoms, the patient should immediately contact an appropriate local medical provider or emergency service and should not wait for the remote second opinion.

Article 3. Service Options and Content

The Service is available as either a Written Second Opinion or a Video Second Opinion. The service option purchased, reviewing physician or specialty, service fee, estimated delivery timeframe, and other specific terms will be as stated in the order confirmed before payment.
For a Written Second Opinion, the reviewing physician will review the patient’s existing medical information and prepare a written professional medical opinion. To the extent supported by the available information, the physician will address the principal questions confirmed for the case. If a particular question cannot reasonably be addressed because of insufficient information or other objective limitations, the physician may explain the relevant circumstances or recommend further testing, additional records, or other appropriate next steps.
For a Video Second Opinion, the reviewing physician will review the patient’s existing medical information and conduct a remote video consultation with the patient or the patient’s authorized representative at the agreed time. Whether the Service also includes a Written Second Opinion, video consultation summary, translation, or other support will be determined by the applicable order.
Depending on the circumstances of the case, the reviewing physician may provide professional opinions regarding the patient’s existing diagnosis, test results and medical imaging, prior treatment, current treatment plan, and possible further evaluation or treatment.
Whether the reviewing physician can provide a clear response to every question depends on the medical information submitted, the circumstances of the case, and the extent to which the matter can reasonably be assessed remotely.
Unless expressly included in the applicable order, the Service does not include new examinations or tests, prescriptions, in-person consultations, hospitalization, surgery, rehabilitation, or other direct medical services, nor does it include coordination services for seeking medical care in China following completion of the second opinion.
If the user wishes to obtain additional specialist consultation, in-person evaluation, testing, treatment, or coordination services for seeking medical care in China beyond the second opinion, the scope of such services and the applicable fees must be agreed separately. Unless otherwise expressly agreed by the parties, any such follow-on services are separate from the Remote Second Opinion Service and will be performed in accordance with their respective terms.

Article 4. Medical Records and User Responsibilities

The user must provide MGH with truthful, accurate, complete, and relevant medical information, including, without limitation, the following:
- prior medical records;
- diagnostic test and laboratory reports;
- MRI, CT, X-ray, and other medical imaging;
- pathology reports;
- operative reports;
- medication and treatment records;
- prior diagnoses and treatment recommendations; and
- other information relevant to the condition under review.
The user must accurately describe the patient’s relevant medical history, current condition, prior treatment, and the questions the user wishes the reviewing physician to address. MGH may organize those questions and confirm them with the user before the case is submitted to the physician. Once confirmed, those questions will constitute the principal scope of the second opinion. Questions raised after the case has been submitted to the physician will be handled in accordance with the provisions of this Agreement governing additional consultation matters.
The physician’s second opinion is based on the medical information actually received and available for review. If the second opinion is affected because relevant information was not provided, was omitted or withheld, was inaccurately described, or was otherwise inaccurate or misleading, liability will be determined in accordance with applicable law, taking into account the actual causes and the respective responsibilities of the parties involved.
If the reviewing physician determines during the review that additional information is required, MGH may contact the user to request such information. The estimated delivery timeframe may be extended until the necessary information has been provided.
If the user is unable to obtain information that the reviewing physician considers important, the physician may either provide an opinion based on the available information, subject to appropriate limitations, or determine that the available information is insufficient to support a reasonable remote second opinion.
The user must ensure that the medical information submitted to MGH relates to the patient concerned, or that the user has obtained lawful authorization from the patient, the patient’s legal guardian, or another duly authorized person.
If a family member, caregiver, or other person applies for the Service on behalf of the patient, that person represents that they have obtained lawful authorization from the patient, the patient’s legal guardian, or another duly authorized person to submit medical information, communicate regarding service arrangements, receive the second opinion, and carry out other communications necessary for the Service, in each case within the scope of that authorization. MGH may, where appropriate, require evidence of identity or authorization.
Additional medical information submitted by the user after the case has been formally submitted to the reviewing physician for professional review will not automatically form part of the original Service. MGH may determine, based on the nature of the new information, the stage of the physician’s review, and the potential impact of the information on the case, whether it can reasonably be added to the physician’s review. If the new information requires the case to be reviewed again, expands the original scope of the consultation, requires questions to be reconsidered, or materially increases the physician’s workload, MGH and the user may separately agree on a revised delivery timeframe, scope of service, and any necessary additional fees.
If, after delivery of the second opinion report, the patient develops new symptoms, experiences a change in condition, receives new test results, undergoes further treatment, or otherwise develops new medical circumstances that may affect the medical assessment, those matters will generally be treated as new medical issues rather than clarification of the original second opinion, and the user may apply for a separate consultation as appropriate.

Article 5. Physician Review and Professional Independence

MGH will arrange for an appropriate reviewing physician based on the patient’s condition, the available medical information, the consultation questions, the physician’s specialty, and physician availability.
Once the reviewing physician has been confirmed, that physician will conduct an independent professional review based on the medical information actually made available.
In exercising professional judgment, the reviewing physician may:
- agree with a prior diagnosis or treatment plan;
- express a different view regarding a prior diagnosis or treatment plan;
- recommend further testing or evaluation;
- recommend an in-person consultation;
- recommend continuation of the existing treatment plan;
- recommend changes to the treatment approach;
- determine that the available information is insufficient to support a reasonable conclusion on a particular issue; or
- explain limitations inherent in providing an opinion remotely.
MGH does not require the reviewing physician to reach any particular conclusion and does not guarantee that the second opinion will agree with the opinion of the patient’s existing physician.
The user acknowledges that medical judgment may be affected by individual patient differences, the stage or progression of the condition, completeness of the available information, and differences in physicians’ professional experience. A difference in medical opinion does not, by itself, mean that either opinion is incorrect.

Article 6. Fees and Payment

The Service is provided on an order basis. The user must pay the amount confirmed before payment, as stated on the order page, in the quotation, or otherwise agreed by the parties.
The service fee does not include any examinations, medication, treatment, surgery, hospitalization, rehabilitation, in-person consultation, additional specialist consultation, or other medical services not expressly included in the applicable order.
Upon completion of payment, the order becomes effective, and MGH will proceed with the Service in accordance with the agreed scope.
Cross-border payments may result in differences in the amount charged or received due to exchange rates, bank charges, payment-processing fees, or international settlement rules. Any related charges will be handled in accordance with the payment page and the actual transaction.
If payment is subject to anti-money-laundering review, identity verification, or other compliance procedures imposed by a bank or payment service provider, MGH may defer commencement of the Service until payment has been confirmed.

Article 7. Commencement and Estimated Delivery Time

Following payment, MGH will commence the Remote Second Opinion Service in accordance with the service scope agreed by the parties.
The estimated delivery timeframe will be the timeframe confirmed with the user before payment. Unless otherwise agreed, the delivery timeframe will begin once the principal medical information required for the second opinion is complete and the case has been submitted to the reviewing physician for review.
The delivery timeframe may be extended accordingly if the user provides additional information, submitted materials are incomplete or cannot be accessed, the reviewing physician requires further clarification or verification, or other circumstances reasonably affecting the normal review process arise.
If there is a material change to the expected delivery timeframe, MGH will notify the user promptly.
Any estimated delivery timeframe is an estimate under normal circumstances and does not constitute a guarantee of delivery on a specific date.

Article 8. Delivery and Follow-up Clarification

A Written Second Opinion will be delivered electronically to the email address, user account, or other delivery channel confirmed by the user.
A Video Second Opinion will take place at the time and through the method agreed by the parties. If the applicable order includes a written report, consultation summary, or other document following the video consultation, MGH will deliver such materials as agreed.
If the user identifies an obvious error in the patient’s basic information, date, or other non-medical information in a delivered second opinion document, the user may contact MGH for review and correction.
For a Written Second Opinion, if the user requires clarification of the content of the delivered report, the user may submit up to three clarification questions within five business days after delivery of the report.
Clarification questions must relate solely to content already addressed in the delivered Written Second Opinion and may not introduce new medical questions, new test results or records, new developments in the patient’s condition, or other new consultation matters.
MGH will assist in submitting qualifying clarification questions to the original reviewing physician. Whether the physician is able to provide a response, and the timing of any response, will depend on the physician’s availability. MGH does not guarantee that the physician will be available to provide further clarification.
Requests outside the scope of the foregoing clarification process, including requests based on new records, new developments in the patient’s condition, or new medical questions, will require separate service arrangements.

Article 9. Medical Limitations of a Remote Second Opinion

The user acknowledges that a physician providing a remote second opinion will generally not conduct an in-person physical examination of the patient and may not have access to all clinical information that could be available in an in-person care setting.
A remote second opinion is a professional medical opinion based on the information available at the time of review and may change if:
- the patient develops new symptoms or the patient’s condition changes;
- new examinations, laboratory results, medical imaging, or pathology findings become available;
- previously undisclosed material medical history becomes known;
- the patient undergoes an in-person physical examination; or
- new medical circumstances arise during actual treatment.
A second opinion should not be understood as a guarantee of treatment outcome, recovery time, surgical success, disease progression, or any other specific medical result.
Before considering changes to the patient’s actual treatment plan based on the second opinion, the user should take the patient’s individual circumstances into account and discuss the proposed course of action with the physician currently responsible for the patient’s care or with the healthcare provider from which the patient intends to receive treatment.
Unless separately purchased and agreed, the Service does not include emergency response, prescription services, ongoing disease management, or long-term follow-up care.

Article 10. Cancellation and Refunds

If the user wishes to cancel the Service after payment, the user should contact MGH as soon as possible.
Before the case has been formally submitted to the reviewing physician for professional review, the user may request cancellation. MGH may deduct payment-processing charges and third-party costs that have actually been incurred and cannot be recovered, together with fees attributable to specialized services already completed, and will refund the remaining amount.
Fees attributable to specialized services already completed will be based on services actually provided, including specialized translation, document processing, and other services confirmed by the user, in each case where the service has been completed and has involved separate work or third-party costs.
Once the case has been formally submitted to the reviewing physician and the professional medical review has commenced, the physician review service will be deemed to have started. If the user subsequently cancels for personal reasons, physician review fees already incurred and fees attributable to services already performed will not be refundable. Any remaining service items that have not yet been performed and can be separately calculated may be addressed based on the actual status of performance. This paragraph is subject to any contrary provisions of applicable laws and regulations.
If, after the review has commenced, the reviewing physician determines that the available information is materially insufficient and the necessary information cannot be provided within a reasonable period, one or more of the following may apply:
- MGH may suspend the Service while awaiting additional information;
- the reviewing physician may issue a second opinion based on the available information, subject to appropriate limitations; or
- if it is determined that the available information is insufficient to complete a meaningful second opinion, any remaining fees may be addressed based on the services already performed and costs already incurred.
If the confirmed reviewing physician is unable to continue or complete the second opinion as planned because of scheduling constraints, health reasons, force majeure, or other objective circumstances, MGH will notify the user promptly.
In such circumstances, MGH may propose another physician with an appropriate professional background to take over the case. Any change in the reviewing physician will be explained to the user in advance and will require the user’s confirmation.
If the user does not accept a reasonable replacement arrangement and the original reviewing physician is unable to complete the Service, MGH will refund the portion of the fees attributable to services not yet performed, taking into account services already completed.
If MGH is ultimately unable to complete the second opinion for reasons attributable to MGH and cannot provide an alternative arrangement acceptable to the user, MGH will refund the portion of the fees attributable to services not performed.
Once the second opinion report has been completed and delivered to the user, the principal second opinion service will be deemed completed. Except as otherwise provided by applicable laws and regulations, refunds will generally not be available after completion and delivery.
None of the following, by itself, constitutes grounds for a refund:
- the user is dissatisfied with the physician’s medical opinion;
- the second opinion agrees with the opinion of the patient’s existing physician;
- the second opinion differs from the opinion of the patient’s existing physician;
- the reviewing physician does not support the diagnosis or treatment approach expected by the user;
- the reviewing physician determines that the available information is insufficient to reach a definite conclusion on a particular issue; or
- the reviewing physician recommends further testing, an in-person consultation, or continued observation.
Refunds will generally be made through the original payment method. Exchange-rate differences, bank charges, and payment-processing fees arising from cross-border transactions will be handled based on the amounts actually incurred.

Article 11. Personal Information and Medical Records

Patient identity information, contact information, health information, medical records, medical imaging, test results, diagnoses, and treatment records are personal information of a highly sensitive nature.
MGH will collect, retain, organize, use, and transfer such information only to the extent necessary to provide the Service and will comply with applicable personal information and data protection laws.
To provide the Remote Second Opinion Service, and subject to obtaining any authorization or consent required by applicable law, MGH may provide necessary information relating to the case to:
- the physician actually reviewing the case;
- service providers that provide necessary technical, storage, translation, document-processing, or other support; and
- other necessary recipients separately authorized by the patient or another duly authorized person.
MGH will process the patient’s medical information only to the extent necessary for the purposes of providing the Service and will not disclose such information to unrelated third parties for purposes unrelated to the Service, except as otherwise provided by applicable laws and regulations.
Where medical and health information or other information constitutes sensitive personal information under applicable law, MGH will obtain any required authorization or separate consent, as appropriate, through a separate privacy notice, authorization page, or other appropriate means.
If the Service involves a cross-border transfer of personal information, MGH will comply with applicable notice, authorization, consent, and other legal requirements relating to such transfer.
MGH will retain the patient’s personal information and medical records for the period necessary to provide the Service, comply with legal obligations, and address related inquiries or disputes. After the applicable retention period expires, such information will be deleted, anonymized, or otherwise handled as required by applicable law.
The user or the patient may exercise rights of access, correction, supplementation, or deletion of personal information in accordance with applicable law.

Article 12. Translation and Language Support

If the applicable order includes organization of medical records, Chinese-English translation, or other language support, MGH will provide such services within the agreed scope.
Translation and language support are intended to convey the patient’s original medical information and the physician’s professional medical opinion as accurately as possible. They do not constitute independent medical judgment by the translator or case coordinator.
If the user identifies a material omission, ambiguity, or other issue in a translation that may affect the understanding of medical content, the user may promptly contact MGH for review.
Where an issue may materially affect medical understanding, MGH will, as appropriate, verify the original material or seek confirmation from the relevant physician and will correct any confirmed translation or document-preparation error.

Article 13. Use of the Second Opinion

The second opinion report prepared by the physician is intended primarily for reasonable healthcare purposes, including helping the patient understand their medical condition, discussing the matter with the patient’s treating physician, and informing subsequent healthcare decisions.
The user may not falsely attribute, distort, misleadingly alter, or quote the second opinion report out of context, nor may the user use it in misleading commercial promotion.
Unless MGH and the relevant physician expressly agree otherwise in writing, a second opinion provided through the Service is not intended to serve as a forensic medical assessment, medical malpractice assessment, insurance claims assessment, disability assessment, or expert report for litigation.

Article 14. Responsibilities and Limitations

MGH will perform its obligations relating to medical-record organization, physician coordination, language support, document delivery, and other responsibilities undertaken by MGH in a reasonable manner and in accordance with this Agreement and the applicable order.
The reviewing physician will independently form the second opinion based on the medical information actually made available and the physician’s professional judgment.
If the second opinion is affected because the user provides false, incomplete, inaccurate, or outdated information, or fails to disclose material medical history, liability will be determined in accordance with applicable law, taking into account the actual causes and the respective responsibilities of the parties involved.
Neither MGH nor the reviewing physician guarantees outcomes arising from the natural progression of disease, individual patient differences, the diagnosis, treatment, or other clinical care provided by subsequent healthcare providers, or unforeseen medical outcomes arising during actual treatment.
If the user does not obtain further in-person evaluation, testing, or emergency medical care where recommended by the physician, any resulting liability will be determined in accordance with applicable law, taking into account the particular circumstances and the respective responsibilities of the parties involved.
Nothing in this Agreement excludes or limits any liability that cannot lawfully be excluded or limited.

Article 15. Force Majeure

If the Service cannot be completed as originally planned because of a natural disaster, war, major public health event, government action, serious network or information-system failure, or another event that could not have been foreseen, avoided, or overcome, MGH may promptly communicate with the user and, as appropriate, extend the period for performance, adjust the method of delivery, or make arrangements regarding any portion of the Service that has not yet been performed.

Article 16. Governing Law and Dispute Resolution

This Agreement is governed by the laws of the People’s Republic of China (for purposes of this Agreement, excluding the laws of the Hong Kong Special Administrative Region, the Macao Special Administrative Region, and Taiwan). Where mandatory provisions of other applicable laws apply, those provisions will prevail to the extent required.
The parties will first seek to resolve any dispute arising out of or in connection with this Agreement through amicable consultation.
If the dispute cannot be resolved through consultation, either party may bring proceedings before a People’s Court of competent jurisdiction in the People’s Republic of China in accordance with applicable law. Any mandatory rules on jurisdiction will apply.

Article 17. Effectiveness and Miscellaneous

This Agreement, together with the order for the Service actually purchased by the user, any quotation confirmed before payment, and any other service terms expressly confirmed by the parties by email or other electronic means that can be retained, constitutes the agreement between the parties regarding the applicable Remote Second Opinion Service.
Where the order or other terms confirmed before payment specifically address any of the following matters, the terms actually confirmed by the user at the time of purchase will prevail:
- service type;
- service fee;
- reviewing physician or specialty;
- estimated delivery timeframe;
- whether a video consultation is included;
- whether post-delivery clarification of a Written Second Opinion is included;
- whether translation or language support is included; and
- other individualized service terms.
Case-specific matters not expressly addressed in this Agreement may be separately confirmed through order records, email, online customer-service records, or other electronic means that can be retained.
For provisions concerning cancellation and refunds, responsibilities and limitations, processing of personal information, dispute resolution, and other matters materially affecting the user’s rights and interests, MGH will take reasonable steps as required by law to draw the user’s attention to those provisions and, upon request, explain them.
The user’s acceptance of this Agreement through a website, payment page, or other online method, together with completion of payment, will have the same legal effect as execution in writing.
If any provision of this Agreement is determined to be invalid or unenforceable, the validity and enforceability of the remaining provisions will not be affected.
This Agreement becomes effective for the applicable order when the user accepts the Agreement and completes payment.