Service terms, cancellation and refunds
These rules explain how an agreed coordination service is carried out and settled. Your written confirmation records the actual operator, scope, price, language and version that apply to your order.
Before a paid service begins
The initial enquiry is free. Paid work begins only after a written service confirmation, an itemised price and your explicit instruction to start. The confirmation names the individual operator, contact and payee; no company identity or registration is implied by the brand. An enquiry, website message or payment alone does not guarantee hospital acceptance. We explain material changes and obtain agreement before carrying them out.
Cancellation follows work actually delivered
If paid work has not begun, the coordination fee received is refunded in full. If work is partly complete, we provide the itemised work and evidence and refund the unperformed part. The standard stage estimates are capped at 30% for paid preparation and the appointment request, 40% for booking and pre-travel confirmation, and 30% for support during and after the visit. Starting a stage does not earn its full fee. Free enquiry work cannot be charged retrospectively.
How the refundable amount is calculated
The refund is the amount received minus lawfully chargeable work actually performed and any separately authorised, evidenced, irrecoverable third-party payment, with no duplicate deductions. We normally do not collect third-party fees. For example, if a coordination fee is CNY 3,000 and you have paid CNY 1,500, with only the 30% preparation stage properly completed and no other deduction, CNY 600 is refunded. Faulty performance and mandatory remedies are assessed separately.
If an arrangement cannot proceed
If our cancellation or error prevents performance, we refund the relevant unprovided services and address our own responsibility. If a hospital changes or cancels an appointment, you may accept a new arrangement or cancel unperformed work; we do not substitute a hospital or doctor, or increase costs, without consent. Changes in health, travel suitability or visa decisions stop new costs while completed work and third-party costs are assessed separately.
Rescheduling
For the first rescheduling request made at least 72 hours before the agreed service starts, we do not charge an additional rescheduling administration fee. New hospital slots and third-party charges must still be confirmed. Later or repeated requests, or a different city, hospital or scope, may involve extra work; any charge is explained and agreed first. We do not automatically forfeit the deposit or pass on administration costs caused by our own error.
Requesting a refund
Contact patient.services@eastmedgo.com or your original eastmedgo contact with the order reference and original contact details, without resending medical records. Our handling targets are acknowledgement within 2 business days, a response within 5 business days, and initiating the agreed refund through the original payment route within 7 business days after the amount is determined. Bank processing varies. Shorter statutory deadlines take priority; internal review does not restart them. We charge no platform refund administration fee.
Third-party services and records
Medical and other costs paid directly to hospitals, interpreters, transport or accommodation providers follow their contracts and applicable law. We help with communication but do not decide their refunds. Where we contract to provide a service ourselves, subcontracting does not remove our responsibility. Translations support communication; the medical provider’s original records and clinical clarification remain important. Sharing records with a new recipient requires a specific authorised purpose.
Complaints and your rights
Contact us first so we can investigate your concern and provide a written response. These terms do not remove mandatory rights to withdrawal, refunds, remedies or complaints. If a withdrawal period applies, starting work early requires the applicable explanation and request; it does not waive every remedy. The relevant agreement and applicable law govern unresolved disputes. Future website changes do not retroactively change an agreed order without consent.