Medera Global Health Management Service Agreement

Version Effective Date: December 01, 2025

Important Note: This Agreement is executed in Chinese and English. Both language versions shall have equal legal effect. In the event of any discrepancy between the two versions, the Chinese version shall prevail. To view the original Chinese version of this Agreement, please visit: 《美德瑞国际健康管理服务协议》（中文版）

Dear User, thank you for choosing the international health management membership services provided by Medera Medical Group (“Medera”, “we”, or “us”). This Medera Global Health Management Service Agreement (“this Agreement”) is a legally binding contract between you (“User” or “you”) and Medera regarding your use of the services.

Before you click the [Confirm Purchase] button, please ensure that you carefully read and fully understand the terms of this Agreement, especially the clauses regarding exemption or limitation of our liability, clauses limiting your rights, and clauses regarding dispute resolution and applicable law. These clauses may be highlighted in bold to draw your attention.

By checking the box “I have read and agree to the Medera Global Health Management Service Agreement” and completing the payment, you indicate that you have fully understood and unconditionally accepted all the contents of this Agreement.

Article 1: Nature of Service and Role Definition

The services provided by Medera to the User are non-medical assistance services in the field of global health management, including the collection and organization of medical records, cross-border care pathway planning, communication of intent and appointment coordination with hospitals, pre-travel preparation support, procedural assistance during the stay in China, family assistance, organization of medical documents, and post-return health care.
Medera does not engage in any form of medical practice, including medical diagnosis, treatment, prescription, or surgery. Matters such as which medical services the User ultimately receives, when such services are received, whether the User is accepted by a medical institution, and the medical outcomes thereof, shall be decided independently by the relevant medical institutions and practicing physicians based on laws, regulations, and professional judgment.
Any information, suggestions, or explanations provided by Medera do not constitute medical diagnosis, treatment advice, or medical decisions. The User shall make medical choices independently with the understanding of the nature of the service.

Article 2: Service Content and Scope

The actual service content enjoyed by the User shall be subject to the items selected and confirmed by the User on the order page.
Medera reserves the right to reasonably arrange service personnel or partners to execute part of the service content based on service needs.
In the event that the specific execution method or sequence needs to be adjusted due to objective reasons such as internal policy adjustments of medical institutions, schedule changes, holiday arrangements, or policy updates during the service process, Medera has the right to make corresponding adjustments without reducing the substantive content of the service. Such adjustments shall not constitute a breach of contract.

Article 3: User Obligations

Users shall provide Medera with true, complete, and accurate medical information, identification documents, contact details, and any other materials necessary for providing the services. The User shall bear all consequences arising from false, incomplete, or delayed information.
Users shall comply with the laws and regulations of their country or region during cross-border medical visits and abide by hospital rules. Users must not request Medera to provide any services related to medical diagnosis, treatment, prescriptions, or surgical decision-making.
The User shall not request Medera to sign medical-related documents, consent forms, collect prescriptions, or pay medical expenses on their behalf.
The User understands that cross-border medical treatment involves uncertainties such as policies, scheduling, and condition assessment, and Medera cannot guarantee that any hospital or expert will inevitably accept the User.
If the User needs to cancel, change, or postpone during the service process, it shall be executed in accordance with the relevant clauses of this Agreement.

Article 4: Fees and Payment

The fees paid by the User are solely for the non-medical assistance services provided by Medera and do not include any medical fees such as diagnosis, examination, hospitalization, surgery, rehabilitation, or pharmaceuticals charged by any medical institution. Relevant medical fees shall be paid by the User directly to the medical institution.
This service adopts a “Deposit + Balance” payment method:
- The User is required to pay a certain amount of deposit when placing an order to initiate the preliminary assessment and itinerary planning work; the deposit is non-refundable from the date of successful payment.
- The balance shall be paid in one lump sum prior to entering the “Medical Resource Appointment and Support” stage; the service will continue to proceed after the balance payment is completed.
- Cancellation or refund after the balance payment shall be executed in accordance with Article 6.
The order is established once the User’s payment is successful, and the corresponding service preparation or execution process will be entered according to the payment sequence.
Cross-border payments may result in fee discrepancies due to factors such as exchange rates, bank fees, and payment channel differences. The User agrees to bear such discrepancies independently.
The process of cross-border payment and refund is governed by international financial network rules. Due to non-controllable factors such as real-time exchange rate fluctuations, bank rates of both parties, and payment channel fees, the refund amount you receive may differ from the original payment amount. You understand and agree that such differences do not constitute a breach of contract by Medera, and we cannot compensate for such differential gains or losses.
To ensure transaction security, your payment may be subject to risk control, Anti-Money Laundering (AML), or compliance reviews by banks or payment institutions. In such cases, the transaction may be suspended or intercepted, and you may need to provide supplementary verification information as prompted. During this period, Medera has the right to suspend the initiation of relevant services, and such suspension shall not be deemed a breach of contract by Medera.

Article 5: Performance and Completion of Service

The services provided by Medera to the User are performed on an order-by-order basis.
Once any service content in the order actually enters the performance process (including but not limited to data analysis, path planning, hospital communication, appointment coordination, pre-departure support, on-site accompaniment, document organization, etc.), the order shall be deemed to have started.
Unless otherwise provided by law, Medera’s service obligations are deemed to be fulfilled when all service contents purchased by the User are executed.
Health care services after the User’s return (if any) are extended services and do not affect the performance completion node of this order.

Article 6: Refund Rules

6.1 General Principles

Refunds under this Agreement are processed on an order-by-order basis. Once any service content in the order is actually performed, the order is deemed to have started; the performed part is non-refundable.

6.2 Regarding Appointment Services Fees

The appointment-related fees paid by the User to initiate medical path planning, hospital communication, and appointment coordination are non-refundable from the date of successful payment.
In the event that Medera has not started any substantive appointment coordination work, if the User applies for cancellation, other payments made by the User excluding the aforementioned appointment fees may be refunded; once the actual coordination stage has been entered, this portion of the fees shall not be refunded.

6.3 Refund for Unperformed Service Content

For the service items purchased by the User, if a certain service has not undergone any actual performance, the User may apply for a refund for the payment amount corresponding to that unperformed service part.

6.4 Performed Service Content Non-refundable

Once any service item is actually executed, regardless of the degree of performance, it shall be deemed as performed and shall not be refunded.

6.5 Service Discontinuation Due to Objective Medical Institution Reasons

If part of the service cannot continue to be executed due to objective reasons such as hospital acceptance policies, qualification restrictions, or internal process adjustments:

The performed part is non-refundable;
The unperformed part shall be refunded according to its corresponding payment amount;
For services involving appointment coordination, if the actual execution stage has been entered, it is deemed as performed and non-refundable.

6.6 Handling of Force Majeure

If the service cannot continue due to force majeure, both parties may negotiate to postpone the unperformed part or provide a refund for it; the performed part is non-refundable.

6.7 Refund Path and Arrival Time

To comply with Anti-Money Laundering regulations, all refunds will be returned strictly via the original payment path to your original payment account.
Medera will submit the refund instruction to the payment institution within the agreed working days after the refund application is approved. Due to the complexity of the cross-border clearing process, the actual arrival time is usually 1-15 working days.
If the refund has not been received after more than 15 working days, we suggest you contact your bank or payment institution for inquiry, as they possess the most direct fund link information. We are happy to provide necessary transaction records to assist with your inquiry.

Article 7: Limitation of Liability

Medical acts are independently implemented by medical institutions and practicing physicians. Medera assumes no liability for any diagnostic results, treatment plans, surgical effects, scheduling arrangements, or medical expenses.
Consequences such as delays, losses, rejections, or procedural anomalies caused by the User’s behavior shall be borne by the User.
The User understands that cross-border medical treatment may involve uncertainties due to factors such as policies, flights, public health events, and hospital scheduling. Medera does not assume any guarantee liability for such uncertainties.
To the extent permitted by applicable law, Medera’s total liability shall be limited to the service fees paid by the User for the unperformed part.

Article 8: Force Majeure

In the event of force majeure circumstances including but not limited to natural disasters, public health events, government acts, transportation interruptions, wars, network interruptions, etc., which cause the service to be unable to be performed as agreed, neither party shall bear liability for breach of contract. The parties may negotiate to appropriately postpone the service or handle the unperformed part.

Article 9: Privacy and Data Protection

Medera will process the User’s personal information in accordance with the Personal Information Protection Law of the People’s Republic of China, following the principles of lawfulness, legitimacy, and necessity.
The information shall only be used for the purposes necessary to fulfill this Agreement and shall not be provided to unrelated third parties without the User’s consent, except as otherwise provided by laws and regulations.
Where cross-border data transfer is involved, Medera will inform the User in advance of the recipient’s category, purpose, method, and retention period, and obtain the User’s separate consent when necessary.
The User has the right to apply for access, correction, or deletion of their personal information in accordance with legal provisions.

Article 10: Governing Law and Dispute Resolution

This Agreement shall be governed by the laws of the Mainland of the People’s Republic of China (excluding conflict of laws rules).
Any dispute arising from or in connection with this Agreement shall be settled through friendly negotiation between the parties; if negotiation fails, either party may submit the dispute to the People’s Court having jurisdiction at the domicile of Medera for litigation.
If there are mandatory provisions in foreign-related or cross-border services, such provisions shall prevail.

Article 11: Miscellaneous

The User’s placement of an order, payment, and acceptance of service shall be subject to this Agreement. Matters not covered herein shall be supplemented or separately agreed upon by Medera based on legal principles.
Medera reserves the right to modify this Agreement according to business adjustments and publicize it. The User’s continued use of the service shall be deemed as acceptance of the modified Agreement.
This Agreement is confirmed online and has the same legal force as a written signature.