Website Terms of Use

Website Terms of Use

1. About These Terms

Welcome to the Xinheal website (hereinafter “the Website”). The Website is operated by Aurehealth (HK) Co., Limited (registered address: Room 602, 6/F, Kai Yu Commercial Building, 2C Argyle Street, Mong Kok, Kowloon, Hong Kong; hereinafter “Xinheal,” “Aurehealth,” or “we”).

These Terms apply to your access to and use of the Website, public content, contact forms, the appointment coordination call portal, and other non-clinical functions we provide through the Website. Before using the Website, please read these Terms, the Privacy Policy, the Cookie Policy, and the Medical and Service Disclaimer. If you do not agree, please stop using the Website and related functions.

2. Nature of the Website and Current Scope of Services

The Website at the current stage is used for:

  • Providing general medical travel, hospital, and service process information.
  • Introducing non-clinical coordination services.
  • Collecting the minimum contact information and preferences needed to arrange follow-up contact.
  • Providing contact portals such as appointment coordination calls, email, or WhatsApp.
  • Displaying reviewed fee references, case information, or third-party public materials.

The Website does not provide emergency services, is not for submitting medical information, and does not directly provide diagnosis, prescriptions, individualized treatment advice, medical suitability determinations, clinical informed consent, or treatment services.

3. No Contract or Doctor-Patient Relationship Formed

Browsing the Website, submitting forms, booking coordination calls, sending WhatsApp or email, receiving general replies, project introductions, fee ranges, or preliminary plans does not automatically constitute:

  • A paid service contract between Xinheal and you.
  • A doctor-patient relationship between you and Xinheal, a hospital, or a doctor.
  • Confirmation of hospital admission, doctor scheduling, beds, visa, or itinerary success.
  • A commitment regarding treatment suitability, treatment outcomes, fee caps, or refunds.

If you enter a formal service process, the relevant rights and obligations shall be governed by the following signed formal documents:

Formal document types (contractual elements; the original Service Agreement and Signing Instructions are incorporated into these Terms)

No.

Document

Primary Purpose

A01

Online Consultation Service Agreement and Quotation/Payment Form

Defines the scope and fees of paid online doctor consultation; signed and paid separately before online consultation

B01

Cross-Border Medical Service Agreement Package

Defines Xinheal coordination services, service fees, advance payment, suspension, cancellation, refund, and liability boundaries; signed separately after the hospital/doctor is determined

B02

Personal Information Medical Authorization and Patient Information List Package

Authorizes processing of information for a clear medical purpose and lists the information; valid authorization obtained before first receipt of medical information

D03

Advance Payment Use and Balance Refund Settlement Form

Verifies incoming funds, incurred expenses, non-refundable expenses, and refundable balance; confirmed after treatment concludes

The above document names cannot replace confirmation of the actual legal roles. In particular, A01 must clarify before launch the contractual relationship among the doctor or medical institution, Xinheal, and the patient, as well as the clinical service provider, coordinator, fee collector, and invoicer. B02 is merely a personal information/data processing authorization, not clinical informed consent for diagnosis, surgery, medication, or other medical acts, and cannot replace the medical informed consent lawfully obtained by the hospital or doctor. The Website’s Service Agreement and Signing Instructions only introduce the process and are not the contract text; the formal signing process instructions are subject to the approved e-signature platform guidance.

4. User Eligibility and Guardianship

You confirm that you have the capacity to enter into and perform the relevant legal acts. If you are under 18 years of age, or local law requires guardian participation, the Website should be used by a parent, legal guardian, or authorized agent who provides valid consent.

Submitters of public forms should in principle only fill in their own contact information; family members or caregivers should fill in their own contact details and a reviewed relationship category, and must not fill in the patient’s name, condition, or medical information in public forms. When entering a subsequent secure process on behalf of another person, identity and authorization verification should be completed.

5. User-Submitted Content and Prohibited Medical Information

You should provide true, accurate, necessary information that belongs to you or for which you are authorized. Public websites, contact forms, ordinary online chats, WhatsApp, and general emails are not currently approved channels for receiving medical information.

Please do not submit or upload medical records, diagnoses, symptoms, medical history, prescriptions, medications, examination reports, images, treatment plans, insurance information, identity documents, bank card information, or any attachments through the foregoing channels. After entering the formal process, if medical information is genuinely required, we will separately explain the approved secure channel and applicable authorization documents.

If you inadvertently send medical or other sensitive information, we may restrict access, isolate, delete, require resubmission through a secure channel, or take other necessary measures in accordance with applicable law and internal procedures. This reminder does not reduce our obligations under the law.

6. Communication and Contact Authorization

If you choose email, telephone, or WhatsApp as a contact channel and actively provide the corresponding contact details, you agree that we may use that channel to reply to that request and arrange follow-up communication. WhatsApp is provided by Meta-affiliated entities; your use of the service is also subject to WhatsApp’s own terms and privacy policy (see Article 20 of these Terms).

Service communications and marketing messages should be separated. Unless you separately and explicitly opt in to receive marketing information, we will not treat your submission of an inquiry as consent to a marketing subscription. You may withdraw marketing consent via the unsubscribe method in the message or by contacting xinheal888@gmail.com.

7. Fees, Quotes, and Calculators

The fee ranges, case fees, currency conversions, fee calculator results, and other figures displayed on the Website are for preliminary understanding and budget reference only, and do not constitute a formal quotation, fee cap, payment request, or guarantee of medical outcomes.

Actual fees may be affected by hospital assessment, examination items, treatment plans, hospitalization arrangements, third-party services, exchange rates, taxes, payment fees, and individual circumstances. Written documents separately provided by Xinheal, the hospital, and relevant service parties will specify the final charging entity, items, amounts, currency, refund conditions, and non-refundable fees.

8. Fees and Refunds

Refund rules are subject to the written quotation and applicable agreement before signing; a public summary is as follows:

After receiving full payment and required materials, Xinheal will initiate appointment coordination within 48 hours. Actual service time is subject to the doctor’s, medical institution’s, and your available schedule.

For online consultation or coordination services cancelled before appointment coordination is initiated, a full refund is available. After Xinheal begins contacting doctors, checking schedules, or submitting appointment applications, the appointment coordination service fee is non-refundable; after the appointment time is confirmed by you, the relevant service fee is non-refundable.

Cancellation rules for packages, customized services, or related itineraries are as follows:

  • More than 14 calendar days in advance: refund 100% of unconsumed fees.
  • More than 7 but fewer than 14 calendar days in advance: refund 50% of unconsumed fees.
  • Within 7 calendar days or failure to appear on time: Xinheal’s service fee is non-refundable.

Unconsumed fees refer to the balance after deducting completed services and third-party fees already incurred and unrecoverable. Third-party amounts not yet incurred or recoverable will be refunded to you.

If the service cannot proceed due to Xinheal or the service provider, you may choose a free reschedule or receive a full refund of the affected service fees. Other special circumstances will be handled according to the actual situation.

After refund confirmation and complete documentation, we will process it via the original payment method within 15 business days. If applicable law provides otherwise mandatory provisions, such provisions shall prevail.

9. Payment and Deposits

Online consultation or cross-border coordination services may require a deposit or advance payment; the amount, currency, and payment method are subject to the written quotation and agreement before signing.

Deposit/advance payment handling: refundable before the agreement is formed; after formation, executed per the refund tiers in Article 8; the portion of third-party fees not yet incurred is returned as agreed. Refunds are processed via the original payment method within 15 business days; disputes are handled per the dispute resolution clause in Article 17, with uncontested amounts refunded first.

10. Hospitals, Doctors, and Third-Party Services

Hospitals and qualified medical professionals are independently responsible for clinical evaluation, diagnosis, treatment advice, informed consent, medical services, and patient safety. Xinheal only provides non-clinical coordination, information organization, communication arrangement, language support, and itinerary assistance within the agreed scope.

Displaying hospital, doctor, or institution information on the Website does not automatically indicate a cooperation, agency, recommendation, ranking, or guarantee relationship between Xinheal and them. Confirmed cooperative relationships should be clearly stated on the page in a verifiable manner.

Airlines, hotels, visa services, insurance institutions, payment institutions, translation agencies, and other third parties provide services pursuant to their own terms. Xinheal cannot guarantee third-party approval, availability, timing, price, or outcomes, but remains responsible for its own coordination acts for which it is legally and contractually liable.

11. Travel, Visa, Insurance, and Translation

Travel, visa, entry, flight, accommodation, and insurance information may change with policies and suppliers. You should verify the latest requirements from government, embassies/consulates, airlines, insurance institutions, and other official sources yourself.

Translation and language assistance are mainly for communication coordination and cannot replace the doctor’s clinical judgment. For major medical decisions, medical professionals should verify the original materials and translations. Certified translation, scope of liability, and correction processes are subject to separate written agreement.

12. Acceptable Use

You may not:

  • Use the Website in a manner that is unlawful, fraudulent, harassing, or infringes upon others’ rights.
  • Impersonate others or submit others’ personal information without authorization.
  • Attempt to compromise website security, bypass access controls, plant malicious code, or scrape protected content in bulk.
  • Submit unlawful, malicious, spam, or materials that infringe intellectual property and privacy rights.
  • Rely on Website content or fee tools as a substitute for professional medical, legal, financial, or travel advice.

13. Intellectual Property

Unless otherwise stated, Xinheal or the relevant rights holders own the Website’s brand, text, page design, images, videos, data compilations, software, and other content, or have obtained lawful rights to use them. Without written permission, you may not copy, sell, publicly distribute, modify, or use them for commercial purposes. Reasonable quotation permitted by applicable law is not restricted by this Article, but source and rights identifiers should be retained. Content such as messages and feedback you submit to Xinheal grants Xinheal a non-exclusive, royalty-free right of use for business improvement; you warrant that the submitted content does not infringe third-party rights.

14. Third-Party Links and Embedded Services

The Website may contain links, forms, calendars, chats, and embedded content from hospitals, government, HubSpot, WhatsApp, Google, or other third parties. Third-party services may independently collect technical data or personal information and are subject to their own terms. Links or embeds do not indicate that Xinheal guarantees third-party content, continued availability, or service outcomes.

15. Website Availability and Content Updates

We will maintain the Website reasonably, but do not guarantee that it will be continuous, uninterrupted, or entirely error-free. Medical, hospital, fee, visa, and third-party service information may change. Upon discovering material errors, withdrawn authorizations, or outdated content, we have the right to correct, suspend, or delete the relevant content.

16. Liability Boundaries and Limitations

To the maximum extent permitted by law, Xinheal’s aggregate liability arising from the Website or related services shall not exceed the amount of fees you actually paid to Xinheal for the service giving rise to the dispute (paid service fees).

No limitation of liability excludes or limits liability that applicable law does not permit to be excluded, including fraud, willful misconduct, gross negligence, bodily injury liability, and mandatory rights enjoyed by consumers under the law. To the maximum extent permitted by law, Xinheal shall not be liable for any indirect, incidental, special, punitive, or consequential losses arising from your use or inability to use the Website, reliance on general Website information, or use of third-party services. For services provided under a formal agreement, the scope of liability, limitations, and remedies are subject to the formal agreement signed by both parties.

17. Dispute Resolution and Anti-Fraud

If you have a dispute regarding services or fees, please first contact us at xinheal888@gmail.com; we will respond within 7 business days of receipt and attempt to resolve it through negotiation. If negotiation fails, it shall be handled per the governing law and jurisdiction in Article 21.

Unjustified chargebacks or disputes may be regarded as fraudulent conduct; we have the right to suspend services, recover actual losses, and report to payment institutions, law enforcement, or credit agencies. Before initiating a chargeback, please contact us to resolve the dispute.

18. Force Majeure

When service delay or non-performance is caused by natural disasters, epidemics, government acts, war, terrorism, strikes, network and power interruptions, third-party service failures, or other events beyond the reasonable control of both parties, the affected party shall not bear liability for breach, but shall make reasonable efforts to notify and mitigate the impact.

Non-refundable fees already incurred are handled per third-party rules; the unconsumed portion is returned as agreed.

19. Special Terms for Online Consultation

Paid online doctor consultations are provided by qualified medical professionals; Xinheal is only responsible for arrangement and fee coordination and does not provide clinical opinions.

Online consultation does not replace in-person diagnosis or emergency care; the doctor’s opinion is based on the remote materials you provide at the time and may be limited by incomplete materials; you should ensure the submitted materials are true, complete, and authorized.

The consultation process may not be recorded, screenshotted, or disseminated; consultation content is kept confidential per the Privacy Policy.

The scope, fees, cancellation, and refund of online consultation are subject to the signed A01 and written quotation. Before A01 goes live, the contractual, fee-collection, and invoicing relationships among the doctor/institution, Xinheal, and the patient must be clarified.

20. WhatsApp and SMS Communication Terms

When you choose WhatsApp or SMS as a contact channel, we may send service information directly related to your request (confirmations, appointments, follow-ups) through that channel, with frequency limited to what is necessary.

We do not send marketing information unless you separately and explicitly consent; you may request to stop communication on a specific channel at any time. WhatsApp is provided by Meta, and its own terms and privacy policy also apply; SMS services comply with local communication regulations in applicable regions (including, where applicable, 10DLC/TCPA requirements, subject to the target jurisdiction). Notification content does not include sensitive information such as illnesses, medical file names, or amounts.

21. Changes to Terms, Governing Law, and Contact

These Terms are governed by the laws of the People’s Republic of China. Disputes are handled by the China International Economic and Trade Arbitration Commission (CIETAC), without prejudice to the rights you enjoy under the mandatory consumer protection laws of your location.

For questions, please contact: xinheal888@gmail.com; for privacy matters, please contact: xinheal888@gmail.com.

These Terms are provided in multiple language versions. The Chinese version prevails for interpretation and application, except where applicable law mandates otherwise.