Terms of Service

Please read these Terms of Service carefully before using the SinoMediMate website (the "Service") operated by SinoMediMate ("us", "we", or "our"). Your access to and use of the Service is conditioned on your acceptance of and compliance with these Terms.

1. Description of Services

SinoMediMate provides medical navigation, interpretation, and translation services for international patients seeking medical care in China. We connect you with certified bilingual navigators and provide AI-assisted guidance.

Crucially: We are NOT a medical provider. We do not provide medical diagnoses, treatment, or health advice. All medical procedures and advice are provided directly by independent hospitals and licensed medical professionals in China.

2. Bookings and Payments

• Service Fees: When you book a navigator or request a remote second opinion, you are paying SinoMediMate for coordination, translation, and logistics services.
• Hospital Fees: You are responsible for paying all medical fees, tests, and prescription costs directly to the hospital or clinic in China. We operate a strict "Zero Markup Policy" on medical bills.
• Deposit: A 10% deposit is required at the time of booking to secure your navigator. The remaining balance is due before the service begins.

3. Refund and Cancellation Policy

We understand that travel plans and health conditions can change. Our cancellation policy applies to all service types, including Navigator Bookings and TCM Wellness Day experiences.

3.1 Cancellation by Customer

Cancellation tiers are based on the time of notice prior to the scheduled service start time:

• More than 48 hours before: Full refund of the amount paid. 100% of your deposit (or full payment for TCM Wellness Day) will be returned.
• 24 to 48 hours before: 50% refund of the amount paid. You will receive half of your deposit (or half of the full payment for TCM Wellness Day).
• Less than 24 hours before: No refund. Cancellations made within 24 hours of the service start time, or failure to appear at the meeting point without prior notice ("No-Show"), are non-refundable.

Reason: Our navigators reserve this time slot exclusively for you and decline other requests. Late cancellations prevent us from rebooking the slot.

3.2 Balance Payment

The remaining 90% balance for Navigator Bookings must be paid in full before the service begins. If the balance is not received by the service start time, the booking may be cancelled and treated as a No-Show under Section 3.1.

3.3 Navigator No-Show or Late Arrival

If, after full payment has been made, your assigned navigator fails to arrive at the designated meeting point within 30 minutes of the scheduled start time and we are unable to provide a qualified replacement, you will receive a 100% full refund of all amounts paid, including the deposit and balance.

3.4 Cancellation by SinoMediMate

In the rare event that we must cancel the service (e.g., navigator illness, emergency, or operational reasons beyond your control):

• You will receive a 100% full refund immediately.
• Alternatively, with your consent, we may reschedule the service at no extra cost or assign a different qualified navigator.

3.5 Hospital or Doctor Factors

If the hospital cancels your appointment or the doctor becomes unavailable for reasons beyond our control:

• We will assist in rescheduling the appointment at no extra coordination cost.
• If rescheduling is not possible or you choose not to reschedule, a full refund for the unused portion of the navigator service will be issued.

Hospital fees are paid directly to the hospital and are not collected by SinoMediMate. Refunds for hospital charges must be arranged directly with the hospital per their own refund policy.

3.6 Medical Emergency During Service

If the patient's health condition unexpectedly worsens during the service, requiring emergency care (ambulance, hospitalization) that interrupts the companion service:

• The service is considered complete up to the point of handover to medical staff.
• Charges will be calculated based on the actual time spent. Any prepaid amount for unused service time will be refunded.

3.7 Visa Rejection or Travel Disruption

If you are unable to travel to China due to visa rejection, flight cancellation, or border closure:

• With written proof submitted at least 48 hours before the service start time: Full refund of the amount paid.
• Without written proof or within 48 hours: Standard cancellation tiers in Section 3.1 apply.

3.8 Lateness and Waiting Time

• Our navigators will arrive at the designated meeting point 10 minutes before the scheduled time.
• If you arrive late, the navigator will wait up to 30 minutes. This waiting time counts toward the booked service duration.
• If you are more than 30 minutes late without prior notice, the navigator reserves the right to leave. The booking is treated as a No-Show and is non-refundable.

3.9 Refund Processing

• Approved refunds will be processed within 5–7 business days to the original payment method (Credit Card, PayPal, WeChat Pay, or Alipay).
• Currency conversion fees charged by your bank or payment provider are non-refundable by SinoMediMate.

3.10 How to Request a Cancellation

To request a cancellation or refund, contact us immediately with your Order ID and reason:

• Email: support@withyora.com

4. AI Tools and Translation

Our AI Symptom Guide is an informational tool designed to help you find the appropriate hospital department. It is not a diagnostic tool. Our Remote Second Opinion service utilizes AI to assist in translating the expert medical opinions provided by Chinese specialists. While we strive for accuracy, nuances in medical terminology may occasionally be lost in translation.

5. User Responsibilities

You agree to provide accurate and complete contact and medical information when requested. You are solely responsible for obtaining any necessary visas or travel documentation to enter China.

6. Limitation of Liability

SinoMediMate, its directors, employees, and navigators shall not be liable for any medical outcomes, misdiagnoses, injuries, or adverse events that occur during or after your treatment at third-party medical facilities in China.

7. Intellectual Property

All content on the SinoMediMate website, including but not limited to text, graphics, logos, images, software, and design elements, is the property of SinoMediMate or its licensors and is protected by copyright, trademark, and other intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from our content without our prior written consent.

You retain ownership of any content you submit to us (e.g., medical reports, support messages). By submitting content, you grant us a limited, non-exclusive license to use, reproduce, and display such content solely for the purpose of providing our services to you.

8. Subcontractors and Third-Party Services

We engage third-party service providers to perform certain functions on our behalf, including payment processing (PayPal, Airwallex), AI processing (FreeLLMAPI, OpenRouter, Mistral AI, NVIDIA NIM, GitHub Models, HuggingFace), live chat support (Tidio), and cloud hosting (AWS Lightsail). These third parties are contractually obligated to protect your data and use it only for the purposes we specify. We are not responsible for the privacy practices or content of third-party websites linked from our Service.

9. Force Majeure

SinoMediMate shall not be liable for any failure or delay in performing our obligations under these Terms where such failure or delay results from circumstances beyond our reasonable control, including but not limited to: natural disasters, war, terrorism, pandemic, government restrictions, strikes, power failures, internet service disruptions, or acts of God.

10. Termination and Suspension

We reserve the right to suspend or terminate your access to the Service at any time, with or without notice, for any reason, including but not limited to: violation of these Terms, fraudulent activity, misuse of the Service, or conduct that we deem harmful to other users or our business.

Upon termination, your right to use the Service will immediately cease. Provisions that by their nature should survive termination (including but not limited to intellectual property rights, limitation of liability, and dispute resolution) shall survive.

11. Changes to These Terms

We may modify these Terms at any time. We will notify you of significant changes by posting an updated version on our website and updating the "Last Updated" date. Your continued use of the Service after such changes constitutes your acceptance of the revised Terms. If you do not agree to the changes, you must stop using the Service.

12. Governing Law and Dispute Resolution

These Terms shall be governed by and construed in accordance with the laws of the People's Republic of China, without regard to its conflict of law principles. The parties agree to submit to the exclusive jurisdiction of the courts located in Shanghai, China, for any disputes arising from or relating to these Terms or the Service.

Before initiating any legal action, you agree to attempt to resolve the dispute informally by contacting us at support@withyora.com. We will make good faith efforts to resolve the dispute within 30 days of receiving your notice.

For disputes involving consumers residing in the European Union, you may also have the right to submit the dispute to an online dispute resolution platform established by the European Commission.

13. Severability and Entire Agreement

If any provision of these Terms is found to be invalid or unenforceable by a court of competent jurisdiction, such provision shall be severed, and the remaining provisions shall continue in full force and effect. These Terms, together with our Privacy Policy and Medical Disclaimer, constitute the entire agreement between you and SinoMediMate regarding the Service.

14. Contact

For any questions regarding these Terms, please contact us:

• Email: support@withyora.com
• Registered Address: Room 701, No. 58 Xinyuan Road, Anting Town, Jiading District, Shanghai 201805, China