English website text
1. Who this policy applies to
This policy applies when an international patient or an authorized representative pays a USD 100 booking advance to Purui (Guangzhou) Health Management Consulting Co., Ltd., operating under the brand Prime Healthcare China (“PHC”), after receiving and accepting a written PHC service scope or quotation.
Submitting an inquiry is free. PHC will not request the booking advance before explaining the proposed PHC services, the available timetable, and the main pricing boundaries in writing.
2. Purpose of the booking advance
The booking advance is used to confirm the client’s intention to proceed and to allow PHC to begin agreed non-clinical coordination work, which may include case intake, document organization, hospital or specialist availability enquiries, appointment coordination, itinerary preparation, interpretation scheduling, and local service planning.
The booking advance:
- is credited in full toward the agreed PHC service fee;
- is not a hospital registration, examination, treatment, surgery, medication, accommodation, visa, insurance, or transport charge;
- does not guarantee that a hospital or physician will accept the case or offer a particular appointment or treatment; and
- is not intended to operate as a statutory penalty deposit (“定金”) unless PHC and the client expressly sign a separate written agreement stating otherwise.
3. Payment
Payment may be made only through the payment link or method stated in PHC’s written confirmation. The payment record should identify the client or case reference. Any bank, card-network, payment-platform, currency-conversion, or intermediary charge will be disclosed where known and is handled according to the payment provider’s rules.
The website payment button is inactive until PHC’s international payment channel is formally connected. PHC will never ask a client to pay through an unverified personal account.
4. Refunds before substantive work begins
The booking advance will be refunded in full when:
- PHC informs the client that it cannot accept the request;
- PHC cannot begin the agreed coordination work within the written timeframe and the client declines a revised timeframe;
- PHC cancels the service for reasons not caused by the client; or
- the client cancels in writing before PHC begins substantive coordination work.
Any payment-provider charge that is legally non-refundable will be separately identified with supporting information. PHC will not deduct an undisclosed “administration fee”.
5. Cancellation after substantive work begins
If the client cancels after PHC has begun substantive coordination work, PHC may deduct only:
- the reasonable value of PHC services already completed under the accepted written scope; and
- non-recoverable third-party costs that the client approved in advance.
PHC will provide a written itemization. Any remaining balance will be refunded. The USD 100 amount will not be automatically forfeited merely because the client cancels.
6. Hospital or physician unavailability
Hospital acceptance, physician availability, appointment dates, and clinical decisions are controlled by the relevant medical institution or physician. If the requested option becomes unavailable, PHC will discuss reasonable alternatives with the client. If PHC cannot provide a materially equivalent coordination option and the client does not accept an alternative, the unused balance of the booking advance will be refunded after deducting only any previously authorized, non-recoverable third-party cost.
7. Client responsibilities and breach
The client must provide accurate information, communicate material changes promptly, follow lawful hospital and travel requirements, and pay any later amount according to the accepted quotation.
If a client provides materially false information, uses PHC’s services for an unlawful purpose, threatens staff safety, or fails to make an agreed payment after reasonable notice, PHC may suspend or terminate the coordination service. PHC may retain only the reasonable value of completed work and approved non-recoverable costs; any unused balance will be refunded unless applicable law provides otherwise.
If PHC materially fails to perform the agreed coordination service for reasons within PHC’s control, the client may request re-performance, a proportionate fee reduction, or a refund for the unperformed portion, without prejudice to mandatory rights under applicable law.
8. Refund process
Refund requests should be sent to info@primehealthcarechina.com with the payer’s name, case reference, payment date, and reason for the request. PHC will acknowledge the request and, once approved, initiate the refund to the original payment method within 10 business days. The payment provider or receiving bank may require additional processing time.
9. Currency and exchange rates
Refunds are initiated in the original transaction currency where the payment provider supports it. PHC is not responsible for exchange-rate differences or charges imposed independently by banks or payment platforms, except where applicable law requires otherwise.
10. Governing rules and mandatory rights
This policy is governed by the laws of the People’s Republic of China. Nothing in this policy excludes or restricts any non-waivable consumer right. If any part of this policy is inconsistent with mandatory law, the mandatory law prevails.
Questions may be sent to info@primehealthcarechina.com.
中文文本
1. 适用范围
本规则适用于国际患者或其合法授权代表在收到并接受 PHC 书面服务范围或报价后，向普瑞（广州）健康管理咨询有限公司（品牌名称：Prime Healthcare China，简称“PHC”）支付100美元预约预付款的情形。
提交咨询免费。PHC 在书面说明拟提供的服务、预计时间及主要费用边界前，不会要求客户支付预约预付款。
2. 预付款用途
预约预付款用于确认客户的服务意向，并使 PHC 开始双方约定的非临床协调工作，包括需求登记、资料整理、医院或医生资源查询、预约协调、行程规划、翻译排期及本地服务安排等。
该款项：
- 全额抵扣双方最终确认的 PHC 服务费；
- 不属于医院挂号、检查、治疗、手术、药品、住宿、签证、保险或交通费用；
- 不保证医院或医生必然接诊，也不保证特定预约时间或治疗结果；
- 除非双方另行签署明确约定，否则不作为《中华人民共和国民法典》意义上的违约定金。
3. 支付方式
客户仅应通过 PHC 书面确认中列明的支付链接或方式付款，并注明客户姓名或病例编号。银行、银行卡组织、支付平台、汇率换算或中间机构收取的费用，应在 PHC 已知范围内向客户说明，并按支付机构规则处理。
在 PHC 国际支付渠道正式接入前，网站支付按钮保持不可用。PHC 不会要求客户向未经核验的个人账户付款。
4. 尚未开展实质工作时的退款
出现以下情形之一，预约预付款全额退还：
- PHC 明确告知无法承接客户需求；
- PHC 无法在书面确认的时间内开始服务，客户不接受调整后的时间；
- 因非客户原因由 PHC 取消服务；
- 客户在 PHC 开始实质性协调工作前书面取消。
如支付机构依法或依规则确有不可退还的费用，PHC 应单独列明并提供依据，不得扣收未提前披露的“管理费”。
5. 已开展实质工作后的取消
客户在 PHC 已开始实质性协调工作后取消，PHC 仅可扣除：
- 已按照书面服务范围实际完成工作的合理价值；以及
- 经客户事先同意且无法退回的第三方实际支出。
PHC 应向客户提供书面明细，剩余款项退回。不得仅因客户取消而当然没收全部100美元。
6. 医院或医生资源变化
医院接诊、医生排期、预约日期和临床决策由相关医疗机构或医生决定。原计划资源不可用时，PHC 将与客户协商合理替代方案。如 PHC 无法提供实质相当的协调方案且客户不接受替代方案，扣除客户已事先同意且无法退回的第三方支出后，未使用余额应予退还。
7. 双方责任及违约处理
客户应提供真实准确的信息，及时告知重大变化，遵守医院及出行相关合法要求，并按书面报价支付后续费用。
客户提供重大虚假信息、将服务用于违法目的、威胁人员安全，或经合理催告仍未按约付款的，PHC 可暂停或终止服务。PHC 仅可保留已完成工作的合理费用和经同意且无法退回的支出，其余未使用余额应退还，但法律另有规定的除外。
因 PHC 可控制的原因导致其未能实质履行约定协调服务的，客户可依法要求继续履行、按比例减免费用或退还未履行部分费用。
8. 退款流程
退款申请请发送至 info@primehealthcarechina.com，并注明付款人姓名、病例编号、付款日期及退款原因。经审核同意后，PHC 将在 10个工作日内向原支付方式发起退款；支付机构或收款银行可能需要额外处理时间。
9. 币种及汇率
在支付平台支持的情况下，退款以原交易币种发起。除法律另有规定外，PHC 不承担银行或支付平台独立收取的费用及汇率波动差额。
10. 适用法律
本规则适用中华人民共和国法律。本规则不排除或限制消费者依法享有的不可放弃权利；与强制性法律规定不一致的，以强制性法律规定为准。