Terms & Conditions

Terms & Conditions 1. Introduction Welcome to Affordia Health.

These Terms & Conditions govern the use of Affordia Health services, websites and related service arrangements.

Affordia Health provides international healthcare journey coordination, research, travel-related assistance, local support and related non-clinical services.

By purchasing or using an Affordia Health service, you agree to the Terms applicable to that service.

Please read them carefully before proceeding.

2. Our Role Affordia Health is a healthcare journey coordination and service company.

Depending on the services selected, we may assist with:

hospital and clinic research, healthcare provider access, appointment coordination, travel preparation, visa preparation assistance, airport pickup, transportation coordination, accommodation assistance, interpretation, medical documentation coordination, local assistance, and other agreed services connected with a healthcare journey.

Affordia Health is not itself a hospital and does not replace a licensed healthcare provider.

Unless explicitly stated otherwise, medical services are provided independently by the relevant doctors, hospitals, clinics and other qualified healthcare professionals.

3. No Medical Diagnosis or Treatment by Affordia Health Affordia Health does not independently diagnose medical conditions, prescribe medication, perform medical procedures or determine which treatment a client should receive.

Medical opinions, diagnoses, treatment recommendations, procedures and clinical decisions must be made by appropriately qualified healthcare professionals.

Information communicated by Affordia Health concerning healthcare options, hospitals, availability, logistics or possible services should not be interpreted as an independent medical diagnosis or guarantee of medical suitability.

Healthcare decisions remain between the client and the relevant healthcare professionals.

4. Client Eligibility Clients must normally be at least 18 years old and legally capable of entering into the relevant service agreement.

Services concerning minors or persons who cannot legally make decisions independently may require participation and authorization from a parent, legal guardian or other legally authorised representative.

Affordia Health may request reasonable information necessary to establish identity, authority or eligibility before providing particular services.

5. Free Initial Consultation Affordia Health normally provides an initial consultation free of charge.

The purpose of this consultation is to understand what the client is looking for and determine whether Affordia Health may be able to assist.

A free consultation does not obligate the client to purchase any service.

It also does not obligate Affordia Health to accept the case.

6. Right to Accept or Decline a Request Affordia Health may decline a service request where we reasonably determine that:

we cannot provide the requested service, the request falls outside our capabilities, appropriate healthcare access cannot reasonably be identified, the request creates unacceptable legal, operational or safety risks, the client provides materially false or misleading information, the client behaves abusively or unlawfully, or continuing the relationship would otherwise be inappropriate.

Where possible, we will communicate this clearly to the client.

7. Modular Service Model Affordia Health operates primarily through a modular service structure.

Clients are not required to purchase a complete medical journey unless they choose to do so.

Services may be purchased individually or combined according to the client's requirements.

The scope of each paid service should be agreed before that service begins.

8. Pay-As-You-Go Principle Affordia Health generally operates on a pay-as-you-go basis.

We first determine what the client needs and which services we can realistically provide.

Where a paid Affordia Health service is required, the applicable service and fee are communicated before the client agrees to proceed.

Additional services arising later during the journey may be agreed separately.

Clients pay for agreed Affordia Health services rather than automatically purchasing a predetermined package.

9. Pricing Pricing may depend on the nature of the request, destination, complexity, required level of support, duration, third-party involvement and other relevant circumstances.

Where possible, Affordia Health may provide an expected price or planning range.

An estimate is not necessarily a guaranteed final cost where circumstances outside the agreed scope subsequently change.

Any material additional Affordia Health service should be communicated and agreed before being charged wherever reasonably possible.

10. Payment Unless otherwise agreed, Affordia Health service fees are paid by bank transfer following the applicable invoice or payment instructions.

Payment terms may differ depending on the service.

A service requiring advance preparation may require payment before that particular service begins.

Affordia Health does not require the entire healthcare journey to be prepaid merely because one Affordia Health service has been ordered.

11. Healthcare Payments Healthcare costs are separate from Affordia Health service fees.

Wherever practicable, clients pay hospitals, doctors and other healthcare providers directly for the healthcare they provide.

Affordia Health does not need to receive or control a client's medical treatment payment simply because Affordia Health helped coordinate access to that healthcare provider.

The healthcare provider remains responsible for its own prices, invoices and medical services.

12. Third-Party Costs Flights, hotels, transportation, healthcare providers, visa fees, insurance and other third-party costs are separate from Affordia Health service fees unless explicitly included in an agreed service.

Where appropriate, clients may pay these providers directly.

If Affordia Health assists with arranging a third-party service, the applicable payment structure should be communicated to the client.

13. Client Control Clients remain responsible for their final decisions.

This includes decisions concerning:

healthcare providers, medical treatment, travel, flights, accommodation, visa applications, insurance, and optional Affordia Health services.

Affordia Health provides assistance and coordination but does not take ownership of the client's personal decisionmaking.

14. Healthcare Provider Independence Hospitals, clinics, doctors and other healthcare professionals operate independently from Affordia Health unless a specific relationship is expressly disclosed.

They remain responsible for their own:

medical assessments, clinical decisions, diagnoses, treatments, procedures, medications, medical personnel, facilities, and healthcare outcomes.

Affordia Health does not control the professional clinical judgment of independent healthcare providers.

15. Hospital Selection and Recommendations Affordia Health may research, identify or present healthcare options based on information reasonably available to us.

Relevant factors may include:

hospital classification, department expertise, specialisation, availability, location, accessibility, expected costs, and the client's stated requirements.

The presentation of a hospital or healthcare provider does not constitute a guarantee of treatment outcome or medical suitability.

The final decision remains with the client following appropriate medical consultation.

16. Grade 3A Hospitals Where Affordia Health refers to Grade 3A, Tier 3A or Tier 3A hospitals, this refers to the relevant Chinese hospital classification.

Such classification does not mean that every hospital or department provides identical services, expertise or outcomes.

Affordia Health may therefore consider individual departments and specialisations in addition to institutional classification.

17. No Guarantee of Treatment Acceptance Affordia Health cannot guarantee that a particular hospital or doctor will accept a client.

Healthcare providers may independently determine whether:

a case is medically appropriate, additional documentation is required, additional examinations are necessary, a proposed procedure is suitable, or treatment can be offered.

Such decisions remain outside Affordia Health's control.

18. No Guarantee of Medical Outcome Medicine inherently involves uncertainty.

Affordia Health cannot guarantee:

successful treatment, recovery, diagnostic conclusions, absence of complications, particular clinical outcomes, or the effectiveness of any healthcare procedure.

Clients should discuss medical risks, alternatives, expected outcomes and informed consent directly with their healthcare providers.

19. Treatment Availability and Waiting Times Affordia Health may assist clients seeking faster healthcare access.

However, we do not guarantee immediate treatment or universal waiting times.

Availability depends on the hospital, specialist, medical condition, procedure and individual circumstances.

Where possible, availability is assessed for the individual case.

20. Client Information Clients are responsible for providing information that is accurate to the best of their knowledge where that information is necessary for Affordia Health to perform an agreed service.

Providing materially false information that prevents or materially disrupts performance may result in suspension or termination of the affected service.

Clients should promptly inform Affordia Health when relevant operational information changes.

21. Operational Data Affordia Health requires certain operational information to provide selected services.

This may include:

identity and contact information, country of residence, preferred language, travel information, arrival details, destination, appointments, accommodation information, services requested, and other information reasonably necessary to coordinate the journey.

Clients acknowledge that relevant operational information may need to be processed and shared with appropriate parties involved in providing the requested services.

22. Data Minimisation Affordia Health aims to process information appropriate to the particular service.

Not every participant in a healthcare journey needs access to every piece of client information.

Our guiding principle is:

The right information. To the right party. For the right purpose.

Further information is provided in our Data Protection & Medical Privacy information and applicable Privacy Policy.

23. Medical Data Medical information is treated separately from ordinary operational information.

Clients are not automatically required to provide Affordia Health with their complete medical history simply because they use our non-clinical services.

Where appropriate, clients may choose between a privacyfirst approach and assisted medical documentation coordination.

24. Privacy-First Medical Documentation Where medically and operationally appropriate, clients may retain possession and control of their detailed medical documentation.

They may bring medical records directly to the healthcare provider and provide them without Affordia Health receiving or storing those records.

Affordia Health may still provide appropriate non-clinical coordination services.

A healthcare provider may nevertheless require medical information before accepting or evaluating a case.

25. Assisted Medical Documentation Where a client requests assistance involving medical documentation, or where documentation is required before arrival, Affordia Health may process specified medical information under an appropriate authorization, consent or other applicable legal basis.

This may include agreed activities such as:

receiving documentation, organising it, arranging translation, transmitting it to an identified healthcare provider, or coordinating a pre-arrival consultation.

The applicable scope should be limited to the relevant purpose.

26. International Data Processing Affordia Health operates in an international environment.

Providing requested services may require information to be processed or transferred between countries, including China.

Such processing will be handled according to applicable requirements and the relevant Affordia Health privacy documentation.

Clients should avoid providing unnecessary sensitive information through general communication channels.

27. Translation and Interpretation Affordia Health may arrange translation or interpretation services.

Translation and interpretation are intended to facilitate communication.

Medical decisions should always be confirmed directly with the appropriate healthcare professional, particularly where clinical meaning or informed consent is involved.

No translation service can eliminate every possibility of linguistic misunderstanding.

Clients should request clarification whenever medical information is unclear.

28. Visa Assistance Affordia Health may assist clients with preparation for a visa application or coordination of available supporting information.

Affordia Health does not issue visas.

The client remains responsible for submitting the application and providing truthful information.

Visa decisions remain exclusively with the competent authorities.

Visa approval cannot be guaranteed.

29. Travel Documents Clients remain responsible for ensuring that they possess valid:

passports, visas, entry permissions, travel documents, and other documentation required for their journey.

Affordia Health assistance does not replace the client's responsibility to comply with applicable travel and immigration requirements.

30. Travel Insurance and Medical Insurance Clients are strongly encouraged to consider appropriate travel and medical insurance before travelling internationally.

Affordia Health does not automatically provide insurance unless expressly stated.

Clients are responsible for understanding the scope, exclusions and limitations of any insurance policy they purchase.

31. Travel Risks International travel involves risks independent of Affordia Health.

These may include:

flight cancellations, delays, lost baggage, immigration issues, transport disruption, weather, government restrictions, illness, and other unexpected circumstances.

Affordia Health may provide practical assistance where this falls within the agreed service, but cannot control independent third parties or public authorities.

32. Accommodation and Transportation Where Affordia Health arranges or assists with accommodation or transportation provided by independent third parties, those providers remain responsible for delivering their respective services.

Affordia Health remains responsible for performing its own agreed coordination obligations with reasonable care.

33. Local Support Local support may be available according to the client's selected services, destination and agreed scope.

Local support is intended to assist with practical and logistical matters.

It does not replace:

medical emergency services, hospitals, police, travel insurance, embassies, consulates, or other competent authorities.

In an emergency, clients should contact the appropriate emergency or professional service.

34. Communication Affordia Health may communicate through:

email, telephone, WhatsApp, WeChat, or other agreed channels.

Clients are responsible for maintaining access to the communication channels they provide and informing us if their contact information changes.

Sensitive medical documentation should only be transmitted through agreed channels appropriate to the circumstances.

35. Cancellation by the Client A client may request cancellation of an Affordia Health service.

The financial consequences depend on:

whether work has already begun, what portion of the service has been performed, whether third-party costs have already been incurred, whether reservations are refundable, and any mandatory rights available under applicable consumer law.

Where a service has not begun and no costs have been incurred, applicable refunds will be handled according to the agreed service conditions and applicable law.

36. Services Already Performed Fees corresponding to services already properly performed are generally not refundable merely because the client later changes their plans.

For partially performed services, any refund or remaining payment will be assessed according to the work completed, committed third-party costs, the service agreement and applicable law.

Nothing in these Terms excludes rights that cannot legally be waived.

37. Third-Party Refunds Refunds for hospitals, hotels, airlines, transportation providers or other third parties are governed by the applicable provider's terms.

Affordia Health cannot guarantee that an independent third party will issue a refund.

Where assistance with a refund request falls within our services, we may help communicate with the relevant provider.

38. Changes During the Journey Healthcare journeys may change.

Hospitals may request additional examinations.

Appointments may move.

Treatment plans may change.

A stay may become longer or shorter.

When this creates a need for additional Affordia Health services, we will aim to explain the available options and associated fees before proceeding wherever reasonably possible.

39. Service Quality and Complaints If you believe an Affordia Health service has not been provided as agreed, please contact us as soon as reasonably possible.

Early communication gives us the best opportunity to understand the problem and, where appropriate, attempt to resolve it.

Our objective is long-term client confidence rather than one-time transactions.

40. Responsibility for Our Services Affordia Health is responsible for providing the Affordia Health services agreed with the client with the level of care required under applicable law.

We do not exclude responsibility that cannot legally be excluded.

At the same time, Affordia Health is not responsible for acts, omissions or clinical decisions of independent parties merely because we helped the client access or communicate with them, except where applicable law provides otherwise.

41. Independent Third Parties Healthcare providers, airlines, hotels, transportation providers, insurers, government authorities and other independent organisations operate under their own responsibility.

Affordia Health cannot control every action or decision of an independent third party.

Our responsibility is limited to the Affordia Health services we agree to provide, subject to applicable law.

42. No Absolute Information Guarantee Affordia Health aims to provide accurate and current information.

However, prices, schedules, hospital availability, visa requirements, transportation arrangements and other external information can change.

Where information originates from a third party, Affordia Health may reasonably rely on information supplied by that source unless we have reason to believe it is incorrect.

Clients should verify material medical decisions directly with the relevant healthcare provider.

43. Force Majeure Affordia Health is not responsible for failure or delay caused by circumstances outside our reasonable control to the extent permitted by applicable law.

Examples may include:

natural disasters, war, civil disturbance, epidemics or pandemics, government restrictions, border closures, major transportation disruption, internet or infrastructure failures, and comparable extraordinary events.

Where possible, we will attempt to assist clients in adapting their arrangements.

44. Referral Program Affordia Health may operate a Referral Program.

Referral rewards apply only according to the published Referral Program Terms.

A referral reward relates to introducing a qualifying new paying client to Affordia Health services.

It is not compensation for recommending a particular doctor, hospital, medication, medical procedure or treatment.

45. Partner Network Affordia Health may cooperate with referral partners, independent partners, businesses and country partners.

The existence of a partnership does not automatically make the partner an employee, healthcare provider or legal representative of Affordia Health.

The rights and responsibilities of each partner are governed by the applicable partnership agreement.

Clients should be informed transparently about the relevant service provider and contractual relationship where required.

46. Independent Partner Businesses Some partners connected to the Affordia Health network may operate under their own independent brands.

Their participation in the network does not automatically mean that Affordia Health owns or controls their entire business.

Responsibility for locally provided services will depend on the applicable contractual structure.

China-side Affordia Health services remain subject to the relevant Affordia Health service agreement.

47. Client First Principle Commercial arrangements should never unnecessarily interfere with the client's healthcare journey.

Across the Affordia Health network, our guiding principle is:

Client First.

Clients should receive transparent information about services, fees and relevant commercial relationships.

Internal network arrangements should not determine clinical decisions that properly belong to qualified healthcare professionals and the client.

48. Intellectual Property The Affordia Health name, branding, website content, service materials, processes and other protected materials may not be copied, reproduced, commercially exploited or represented as belonging to another party without appropriate permission.

Partners may use Affordia Health intellectual property only according to the rights granted under their applicable agreement.

49. Prohibited Conduct Clients and users must not:

use Affordia Health services for unlawful purposes, provide intentionally fraudulent information, impersonate another person, misuse Affordia Health intellectual property, attempt to compromise our systems, harass staff, partners or service providers, or use our services in a manner intended to cause unlawful harm.

Affordia Health may suspend or terminate services in response to serious violations.

50. Termination Either party may end the service relationship subject to outstanding obligations, services already performed, committed third-party costs and applicable law.

Affordia Health may terminate or suspend services where continuing would be unlawful, unsafe, abusive, impossible or materially inconsistent with the agreed relationship.

Where appropriate, we will attempt to communicate the reason and any practical next steps.

51. Changes to These Terms Affordia Health may update these Terms as the business, services or applicable requirements develop.

The version applicable to an already purchased service will be determined according to the applicable agreement and law.

Material changes should not retrospectively remove rights already accrued under an existing service agreement where doing so would be unlawful.

The current version will be published with its effective date.

52. Governing Law The governing law and competent jurisdiction applicable to Affordia Health services will be identified according to the legal entity providing the relevant service and the applicable service agreement.

Mandatory consumer rights and jurisdictional protections remain unaffected where applicable law requires them.

53. Privacy Use of personal information is governed by the applicable:

Privacy Policy and Data Protection & Medical Privacy information.

Where additional authorization is required for particular medical information or international processing, the appropriate documentation may be provided separately.

54. Contact Questions concerning these Terms or an Affordia Health service can be directed to the contact details published on the Affordia Health website.

For service-related issues, clients are encouraged to contact us as early as possible so that we have an opportunity to assist.

55. Final Principle Affordia Health exists to make international access to healthcare in China easier to navigate while preserving clear boundaries between coordination and healthcare.

Our relationship with every client is built around four principles:

Transparency.

Choice.

Responsibility.

Client First.

You remain in control of your healthcare decisions.

Healthcare professionals remain responsible for healthcare.

Affordia Health remains responsible for the Affordia Health services we agree to provide.