Terms of Service

Navelia provides case preparation and coordination support: organizing records, translation workflows, readiness checks, reviewed communication, and planning questions. The confirmed scope for a paid or provider-facing service must be set out in writing for that case.

• Navelia is not an emergency service, hospital, insurer, or substitute for a licensed clinician who knows the patient.
• No hospital access, specialist availability, appointment, diagnosis, treatment, travel fitness, price, reimbursement, or clinical outcome is guaranteed.
• A Grade 3A specialist-reviewed report is not hospital endorsement, admission, or a treatment decision.

• Provide information you are authorized to share and correct material errors or changes that could affect case preparation.
• Use the secure portal for medical records, protect account credentials, and seek local urgent care when symptoms may be urgent or emergent.

Hospitals, clinicians, laboratories, interpreters, travel providers, and insurers remain responsible for their own services, eligibility decisions, professional judgment, charges, terms, and availability. Navelia relationship evidence and institution identity are presented separately.

Do not rely on a general website statement as a quote. Provider charges, Navelia coordination fees, inclusions, exclusions, deposits, payment methods, cancellation terms, and refund rules must be confirmed in the applicable written estimate or service order before payment or non-refundable travel.

Policy consultation-refund-v1. This policy covers Navelia's standard US$49 case review and separately quoted complex-case reviews. We first discuss your needs and suitability free of charge; a paid review follows only after we confirm that we can accept the case and you accept the written scope and price. Exceptionally complex cases require a separate quote. Separately charged specialist consultations, China care packages, hospital care, travel, and other third-party services have their own disclosed terms.

• Before substantive work starts: cancel for a full refund of the amount paid for that service order. We charge no cancellation, administration, or payment-processing fee.
• After work starts but before full delivery: we refund the unperformed portion. We may retain only reasonable fees for work completed before we received your cancellation, with the item and its pricing agreed before payment and evidence of completion. We provide an itemized explanation. Payment, file upload, queueing, and assigning a doctor do not themselves count as completed chargeable services. Work performed after cancellation cannot increase deductions.
• No agreed breakdown: the standard US$49 review is treated as one complete service. Unless independently chargeable items and prices were accepted before payment, cancellation before complete delivery of the agreed final report receives a full refund. The same rule applies to complex-case orders without an agreed breakdown. We do not invent an AI, setup, or review charge after you cancel.
• If Navelia cannot deliver the agreed core service, including required doctor review: we refund the affected service order in full, even if costs have been incurred. You may choose an offered replacement or repeat service; we do not require you to accept a voucher or postponement instead of a refund. Raw AI output is not a doctor-reviewed delivery.

• A complex-case quote must state its scope, total price, and any separately chargeable stages before you accept and pay. If a new quote is needed after payment, we pause additional unapproved work. If you decline and we cannot complete the original agreed scope, we refund the original order in full. No unapproved extra fee is deducted.
• After a compliant report has completed the required doctor review and has actually been delivered and made accessible to you, a change of mind, deciding not to travel, choosing another provider, or an opinion different from your expectations does not normally qualify for a refund. An appropriate conclusion may advise against travel to China; payment is for the agreed service, not a particular medical opinion or outcome.
• You may request correction of missing agreed items or material service defects. If we cannot provide the agreed core delivery, the full-refund rule applies. A staff status marker or attempted email alone is not proof of delivery. Your statutory remedies remain unaffected.

• Contact your care team through the Patient Portal or the designated support email in your service order. Provide your order or case reference and a short explanation; do not send medical records again by ordinary email. Cancellation takes effect when we first receive an identifiable request, not when a staff member opens it. You do not need to buy another service to request a refund or access your existing case records.
• We acknowledge requests within two Shanghai business days and provide a decision or a clear investigation update within five Shanghai business days. We process undisputed amounts first. Within five Shanghai business days after approval, we initiate the refund to the original payment method in the original transaction currency. Bank and payment-provider processing determines when funds reach your account; initiation is not confirmation that funds have arrived.
• We do not deduct an administration or payment-processing fee from your refund. The amount is based on what was actually paid, less any permitted completed-service charge and sums already refunded or being refunded, without duplicate deductions. Failed refunds remain open for follow-up. If the original channel is unavailable, authorized finance staff verify the original payer before arranging a lawful alternative. Your bank may apply its own exchange rate.

Existing orders retain the promises made when they were accepted and any more favorable applicable rights; this version does not retrospectively impose stricter conditions. Mandatory consumer rights take precedence. An instruction to start work does not automatically waive a statutory cancellation right. Cancellation does not automatically delete medical records or erase the audit history. Confirm your contracting entity, service scope, pricing, complaints channel, and applicable order terms before payment.

Misuse, unauthorized access, unsafe uploads, or attempts to bypass security controls may result in access being restricted. Privacy and consent terms apply alongside these terms. Before a paid service order is accepted, the executed order identifies the verified contracting entity, registered address, authenticated complaints process, governing law, and dispute terms. Public channels do not accept medical records or patient-specific clinical questions.