Terms of Service

These Terms apply to the website, accounts, case preparation, arrangements for professional review, patient communications, and planned China care-coordination services offered by Navelia Health. A U.S. operating company operates and contracts for Navelia Health. A China operating partner assists under contract, while healthcare institutions and other independent providers are separately responsible for their own services. Before contracting, we provide the relevant entity's identity, contact details, scope, and price. Listing a hospital, clinician, or partner does not mean that it has accepted your case or entered into a medical services contract with you.

We make applicable documents available to read and retain before requesting acceptance or confirmation of payment. General website terms, the specific service order, applicable refund rules, and service-specific notices together define the relationship. Mandatory legal rights take precedence. Orders may specify deliverables and charges but may not reduce clearly granted refund or other rights through undisclosed terms. PHI processing is separately subject to applicable law and BAAs. Browsing, submitting a free enquiry, uploading materials, or expressing interest does not purchase an unconfirmed service or authorize every use of medical information.

General accounts and contracting are intended for adults with the relevant legal capacity. Availability depends on the case, sufficiency of records, your location, applicable professional rules, clinician and institution capacity, and lawful data-processing conditions. Services involving minors, guardianship, or representation require separate verification; registration or an enquiry does not establish acceptance. Accurately state your physical location during services. A change of location may affect remote medical-service availability. We cannot provide legally prohibited services or access; an accepted order that cannot be performed is handled under the cancellation and refund rules.

A free discussion identifies needs, explains possible services and preparation requirements, and considers whether the team can proceed. It is not a diagnosis, physician consultation, treatment recommendation, or hospital acceptance. Initiating a free discussion does not require payment or complete medical records. A call or appointment request is established only when actually confirmed; an automated receipt confirms receipt alone. General budgets, times, or options discussed without charge are not specific medical quotes or commitments.

The standard case service costs US$49; particularly complex cases are quoted separately before acceptance and payment. The written order defines the case organization, record issues and missing-information findings, reviewed summary, and preliminary planning information included. A deliverable requiring clinician review must complete that review and cannot be replaced by raw AI output. The basic fee does not automatically include separately charged specialist consultations, additional pathology or imaging re-review, hospital tests or treatment, China coordination packages, transport, accommodation, visas, or insurance. An unconfirmed feature or product name is not represented as an enabled or deliverable capability.

A separately confirmed remote specialist service must identify the actual provider, professional's role, nature of service, eligible location, record requirements, delivery format, fee, and follow-up scope. A written record review, video consultation, and formal hospital care are different services. Whether a particular clinician-patient relationship is formed, or diagnosis or prescribing is permitted, depends on the actual professional arrangement and applicable law, not a blanket website disclaimer. Navelia's coordination service does not itself make Navelia a hospital, prescribing entity, or your continuing treating clinician.

Navelia is not an emergency service, emergency dispatcher, real-time vital-sign monitor, or continuously on-call medical service. For urgent or rapidly worsening symptoms, contact emergency or medical services where you are located rather than waiting for a platform response. General website content, estimates, completeness prompts, and unreviewed drafts are not grounds for stopping medication, changing treatment, or undertaking high-risk travel independently. Discuss care choices with a clinician authorized to provide that service. Fees purchase the agreed service and professional work, not a particular diagnosis, treatment, cure rate, or recommendation to travel to China.

Submit relevant materials you are authorized to provide and that are accurate and complete to your knowledge, including important allergies, medication, recent tests, and material changes in your condition. Do not falsify records, impersonate another person, omit known critical risks, or submit unrelated third-party information. You need not independently understand every clinical implication and may ask us to explain checklists or requests. Promptly report errors, misattribution, or significant new findings after review. Missing or unresolved conflicting information may require supplementation, a pause, or refusal of the relevant step; we explain the reason and available next actions.

Use designated secure channels and the file formats, size, and count limits displayed at the time. Successful upload is not a security clearance, a determination that records are sufficient, or confirmation that a clinician has read them. Unsafe, suspicious, corrupt, or unauthorized files may be quarantined. Large imaging studies, physical slides, and original pathology materials require separately confirmed handoff methods, responsibilities, and fees. A website's inability to accept a file does not mean it is clinically unnecessary. We provide appropriate error or resubmission instructions rather than asking you to bypass restrictions through personal chats or unverified email.

The order identifies included languages, materials to be translated, and whether professional checking or certified translation is included. AI, machine, and human translations can be ambiguous; critical matters such as drugs, doses, allergies, and procedures require appropriate verification before clinical use. Originals and translations should remain traceable to each other. Material discrepancies are verified rather than resolved by arbitrarily choosing a version. Service translation is not automatically certified translation for courts, insurers, visas, or hospital administration; such needs and additional fees must be disclosed beforehand.

AI may be used as a controlled assistant for extraction, organization, translation, summaries, and drafting under the Privacy Policy, relevant permissions, and BAAs. We do not describe results lacking required review as a clinician-signed report. Final deliverables identify the applicable version, date, and genuine review information without fabricated credentials, signatures, or hospital endorsement. If AI or a technology provider fails, we explain the affected process and arrange lawful, feasible remediation rather than substituting a false success for agreed work. Appropriate professionals remain responsible for judgments involving material clinical decisions.

The order states whether timing is estimated or committed, the start conditions, time zone and business-day definition, and how additional records, translation, professional scheduling, or lawful pauses affect timing. System processing is separate from all human work and waiting time; an approximately two-hour system-processing statement is not a promise of a final clinician-reviewed report within two hours. If we expect to miss a committed time for reasons attributable to us, we explain why, provide a revised estimate, and state your available options. Repeated extensions cannot eliminate refund rights where an accepted service cannot be performed within its original scope.

Complete delivery requires the content agreed in the order, completion of necessary review, and actual provision of an accessible report. A status change, generated AI text, or attempted email alone is not proof of delivery. A report is based on the records and time identified in it and may recommend further tests, continued local care, postponing travel, or not travelling to China. The order identifies clarification methods, deadlines, and limits. A new condition, new records, or additional independent questions may require a new service, with any additional charge agreed first. You may request correction of omitted agreed content or material service defects; this is distinct from purchasing another consultation.

Under defined authorization, the China operating partner assists with appointments, communications, record handoffs, and selected on-site coordination. Its personnel may work through restricted remote access to the U.S. platform or a task-reviewed minimum-data package. Each route is limited by recipient, scope, purpose, duration, onward disclosure, and copying rules described in the Privacy Policy and relevant authorization. U.S. servers and platform storage do not mean information is never provided to China. The partner has no general right to access all cases, repurpose information for marketing, promise hospital decisions, or change fees or refund rights agreed with the U.S. operator.

Hospitals, clinicians, laboratories, interpreters, transport, hotels, and insurers supply their own services under disclosed prices, contracts, and professional responsibilities. Navelia remains responsible for its promised explanation of options, coordination, and delivery and is not automatically released from its obligations by using a partner. Authorized institutions determine final acceptance, treatment, medicines, beds, procedure schedules, and medical charges. Review by a clinician with Grade 3A hospital experience does not establish hospital acceptance, endorsement, or guaranteed treatment. Obtain necessary written confirmations before arranging non-refundable travel.

Options should reflect your stated needs, actual capabilities, location, language, budget, and availability. Where applicable, we disclose material commercial relationships, referral compensation, or paid placement that may affect recommendations or presentation and distinguish institutional facts from unverified relationship or availability claims. Choosing another provider does not remove lawful access to existing records. You may seek an independent opinion, and commercial interests must not replace a clinician's professional judgment.

Before payment, the order identifies currency, total price, inclusions and exclusions, payee, method, nature of any deposit, taxes, and refund rules. Hospital treatment, coordination, and third-party charges are identified separately; website budget ranges are not fixed total prices. The actual provider explains and obtains appropriate confirmation for additional tests, treatment changes, or new services. Our website does not ask you to submit card numbers, security codes, bank passwords, or verification codes in ordinary forms. Payment methods are limited to those actually authorized and disclosed. A payment screenshot or internal ledger entry alone does not establish final settlement.

This section preserves consultation-refund-v1 for the standard US$49 case service and separately quoted complex cases. Cancellation before substantive work begins receives a full refund of the amount paid for that order, without cancellation, administration, or payment-processing fees. After work begins but before complete delivery, only reasonable fees for work actually completed before receipt of cancellation, with the item and pricing expressly agreed before payment, may be retained. We provide completion evidence and an itemized explanation. Payment, uploading, queueing, or assigning a clinician is not itself completed chargeable work, and later work cannot increase deductions after cancellation.

Without independently chargeable items and itemized prices agreed before payment, the standard US$49 service is treated as one complete service and cancellation before complete delivery of the agreed final report receives a full refund. The same applies to complex-case orders without an agreed breakdown. AI, setup, review fees, or non-refundable percentages cannot be invented after cancellation.

If Navelia cannot deliver the agreed core service, including required clinician review, the affected order is refunded in full even if costs have been incurred. You may voluntarily accept replacement or repeat performance, but need not accept a voucher, postponement, or another service instead of a refund. If a complex case requires a revised quote, additional unapproved work is paused. If you decline the new quote and we cannot perform the original scope, the original order is refunded in full. Unapproved additional charges may not be deducted.

After complete delivery of a conforming, appropriately reviewed and accessible report, a change of mind, a decision not to travel, choosing another hospital, or an unexpected opinion does not normally entitle you to a refund. This does not limit remedies for missing agreed content, material defects, misrepresentations, or other legally actionable matters. If the core remedial delivery cannot be completed, the full-refund rule applies. Hospital care, separately charged consultations, and travel services follow their separately disclosed refund terms and are not folded into deductions for the US$49 case service.

Submit cancellation or refund requests through the patient portal or the support email identified in the order, with an order or case reference and brief explanation; do not resend records. Cancellation takes effect when we first receive an identifiable request, not when staff read it. We acknowledge receipt within two Shanghai business days and provide a decision or clear investigation update within five Shanghai business days, processing undisputed amounts first. Within five Shanghai business days after approval, we initiate a refund in the original currency to the original payment method. Shanghai business days are days when banks generally operate there, accounting for local public holidays. Actual receipt depends on the bank or payment provider; initiation is not confirmation of arrival.

No additional administration or payment-processing fee is deducted. Refunds start with the amount actually paid, less only permitted completed-service charges and amounts already refunded or in transit, without duplicate deductions. Failed refunds remain under follow-up. If the original method is unavailable, a lawful alternative is arranged after verifying the original payer. Banks may apply their own exchange rates. Requesting a refund or obtaining existing case records does not require another purchase. Existing orders retain the promises made on acceptance and applicable more favorable rights; this version does not retrospectively impose stricter conditions. Requesting that work begin does not automatically waive statutory cancellation rights.

Medical invitations, visas, entry, airline carriage, insurance, and fitness-to-travel decisions are made by the competent organizations. We coordinate within the order but do not guarantee visa issuance, entry, flights, beds, or final costs. Before travel, confirm hospital acceptance, expected treatment and stay, companion needs, payment arrangements, emergency contacts, and necessary insurance. If hotels or transport providers need information such as mobility assistance, only necessary details are shared, not complete records. Non-clinical coordinators cannot replace a clinician's fitness-to-travel judgment.

A purchased China service package includes discharge-record handoff and arrangements for the first follow-up as specified in the order. Arranging follow-up does not automatically include later clinical fees, rehabilitation, or long-term monitoring. The actual clinician explains discharge plans, medicines, reassessment, and emergency instructions. Handoffs to you or your local clinician require appropriate authority and a usable channel. Continuing care, medicine availability, local prescriptions, and insurance after return must be confirmed separately. We may assist communications within the order but cannot guarantee that a foreign institution or clinician will accept a recommendation.

Protect credentials and do not share staff or patient accounts, access another person's case, bypass controls, upload malicious content, harvest restricted information, impersonate clinicians, or disrupt services. Family assistance requires verified authorization rather than concealing the actor through another person's identity. You may lawfully retain your reports and share them with appropriate people for care, complaints, or exercising rights. Do not alter reports, misuse signatures, or present educational examples as genuine clinical findings. These Terms do not prohibit honest reviews, lawful complaints, or reports to authorities.

You retain statutory rights in your personal information; submitting records does not transfer ownership or unlimited usage rights to us. Within actual services and lawful authority, you permit us and authorized providers to retain, copy, organize, translate, and transmit necessary materials. This permission does not extend to advertising, public publication, or general AI training. Intellectual property in Navelia's website and original non-patient content belongs to the relevant owners; you may reasonably view and retain authorized content for personal use and receiving services. Intellectual-property provisions cannot obstruct lawful access to records or sharing your own reports with clinicians.

Identity or authorization concerns, information-security risks, fraud, serious misuse, legal restrictions, or an inability to continue safely may require proportionate limits on relevant functions. Where permitted and practicable, we explain the reason and restoration route. Restrictions must be proportionate and must not improperly prevent statutory record access because of unpaid fees or commercial disputes. On termination, we explain completed work, unperformed scope, applicable refunds, and retention or handoff arrangements. Inability to continue the core service triggers applicable refund obligations. Account closure, ending coordination, revoking representation, and lawful preservation are handled separately.

We perform our own services under the express order, applicable law, and reasonable-care standards. We do not guarantee medical outcomes, availability of a particular specialist, or third-party decisions, but this does not exclude responsibility for our own errors, misrepresentations, failure to perform, unlawful disclosures, or failure to apply reasonable safeguards. Liability limitations operate only where permitted by law and expressly agreed and do not exclude non-excludable personal-injury, fraud, intentional-misconduct or gross-negligence liability, or mandatory consumer rights. This draft introduces no unagreed monetary cap, blanket indemnity, or advance waiver of legal action.

If war, disaster, a major public-health event, governmental restrictions, or other events beyond reasonable control affect performance, we notify you, reasonably mitigate the effect, and discuss rescheduling, alternatives, or cancellation. Force majeure does not automatically extinguish accrued refunds or statutory obligations or allow continued charging for knowingly undeliverable services.

Submit service, fee, record, or privacy complaints through the patient portal or the complaint channel in the order. We record and route them to appropriate personnel and may help contact the actual institution for professional medical disputes. Refund requests follow the specific deadlines above; privacy requests follow their applicable legal deadlines. You need not waive statutory complaint, regulatory-reporting, or other remedies or accept an unrelated paid service.

The governing state law, court location, and any separately agreed dispute procedure for the U.S. contracting entity must be specified before publication and contracting; a generic reference to “U.S. law” is insufficient. This draft does not select a state, exclusive court, mandatory arbitration, or class-action waiver. Any later choice of law must preserve mandatory consumer protections that legally apply. The law and responsibilities governing hospital treatment require separate determination.

Terms, orders, authorizations, and notices should have identifiable versions and retainable copies. Electronic acceptance is supported by the relevant verifiable record; matters requiring specific written authorization or consent to electronic delivery are handled separately. Material updates do not retrospectively reduce accepted order rights or repurpose old authorizations. Assignment or business changes must respect law, BAAs, data protection, and applicable notice obligations. Invalidity of one provision does not automatically invalidate other lawful provisions. The Chinese and English texts are intended to have consistent meaning; the final version must define a language-interpretation mechanism without reducing patient rights through translation differences. Publication requires an effective date, contracting identity, and complete usable contact channels.