Terms of Service

These Terms of Service (these "Terms") are entered into between you (the "User") and Inner Mongolia Mingyan Health Management Service Co., Ltd. (the "Company"). The platform operated by the Company is iveelvita (the China–Mongolia health service platform, website https://iveelvita.com , escort workbench https://escort.iveelvita.com , ICP Filing No. Meng ICP Bei 2025026867).

Please read these Terms in full before you register an account, submit a medical-care consultation, or pay any amount, and in particular the provisions printed in bold that set out exclusions or limitations of liability, the coordination mechanism, governing law, and dispute resolution. By clicking "Agree", "Submit", or "Proceed to Payment", or by using the services of this Platform in any manner, you acknowledge that you have read, understand, and agree to be bound by these Terms; if you do not agree with any part of these Terms, you shall immediately cease registration and use.

Special notice: this Platform provides services of a non-medical nature, namely hospital accompaniment and daily assistance. This Platform is not a Medical Institution, does not engage in any diagnostic or therapeutic activity such as disease diagnosis, treatment, nursing, medication, or surgery, does not substitute for an in-person physician consultation, does not render any medical advice, and makes no commitment as to therapeutic effect or clinical outcome. Diagnostic plans, test results, and medication arrangements shall in all cases be governed by the opinion of the Medical Institution serving you and of its licensed practicing physicians.

Table of contents

1. Article 1 Definitions and Interpretation
2. Article 2 Scope, Amendment and Effectiveness of the Agreement
3. Article 3 Nature of the Services and Service Boundaries (please read)
4. Article 4 Accounts, Registration and Eligibility
5. Article 5 Obligations of the User and Truthful Disclosure
6. Article 6 Obligations of this Platform
7. Article 7 Service Workflow and Uncertainty of Appointments
8. Article 8 Fees, Payment, Advanced Costs and Points
9. Article 9 Cancellation, Refunds and Settlement
10. Article 10 Escort Staff and Other Third Parties
11. Article 11 Intellectual Property and User-Published Content
12. Article 12 Exclusion and Limitation of Liability (please read)
13. Article 13 Coordination Mechanism for Medical-Related Incidents and Disputes
14. Article 14 Caps on Liability
15. Article 15 Protection of Personal Information
16. Article 16 Enforcement and Suspension of Services
17. Article 17 Notices and Service
18. Article 18 Governing Law and Dispute Resolution
19. Article 19 General Provisions
20. Article 20 Company Information and Contact Details

Article 1 Definitions and Interpretation

• This Platform: the websites, pages, back-office management systems, and interfaces referred to above and operated by the Company, together with the associated e-mail, SMS, and customer-service channels.
• Services: the non-medical services provided by this Platform, namely hospital accompaniment (commonly known as "escort" service), assistance with the medical-visit process, compilation of cross-border care information and language-translation assistance, coordination of appointment booking, and daily assistance during the medical visit, with the specific content governed by the description of the package and the order-confirmation information for which you place an order.
• the Patient: the natural person actually receiving medical care whom you engage this Platform to assist by accompaniment, that is, the person receiving medical care. Where you are yourself that person, "the User" and "the Patient" denote the same party.
• Escort Staff: a service provider who has been reviewed and dispatched by the Company and who provides accompaniment and process assistance to the Patient on site.
• Medical Institution: a hospital, outpatient department, clinic, health-checkup centre, or similar institution established and practising in accordance with applicable law. Unless otherwise agreed in writing, the Company has no relationship of subordination, investment, agency, or partnership with any Medical Institution.
• Care Plan: the schedule of proposed institutions to be visited, departments, estimated number of days, and estimated costs compiled for you by the Company's customer service within the "diagnostic case" workflow of this Platform. Its nature is a recommendation for care arrangements and a cost reference, and it does not constitute a medical diagnostic opinion or treatment advice.
• Service Order: the order formed by your selection and purchase of a package on this Platform, being the contractual instrument for the specific Services under these Terms.
• Fulfillment Order: the on-site service task order derived by the Company from a Service Order and dispatched to Escort Staff, the status of which is used to determine the scope of any refund (see Article 9).
• Advanced Costs: registration fees, card-creation fees, medical-record booklet fees, and similar charges levied by a Medical Institution that Escort Staff pay on your behalf at the service site, evidenced by the receipts of the hospital.

Article 2 Scope, Amendment and Effectiveness of the Agreement

• These Terms, together with the Privacy Policy, the Personal Information Collection Notice, the package page descriptions, the confirmation information on the order-placement page, and the written confirmations reached between you and customer service in the course of the Services, jointly constitute the complete agreement reached by the parties in respect of the specific Services.
• The Company may update these Terms according to changes in business development, in laws and regulations, and in the policies of Medical Institutions. The updated Terms take effect upon publication on this page with the "last updated date" indicated. For material changes concerning the scope of the Services, the fee standard, limitations of liability, or dispute resolution, the Company shall simultaneously draw the change to your attention by on-site announcement or by the e-mail address you have provided.
• If you continue to place orders or to use the Services after a change to these Terms, you shall be deemed to have accepted the Terms as changed. If you do not accept the change, you shall cease use; for orders formed before the change and not yet fully performed, you may require performance under the original Terms, or may elect to cancel and to obtain a full refund in accordance with Article 9.
• Informational content published by the Company on this Platform, such as frequently asked questions, guides, and cost references, is provided for convenience only and does not constitute a commitment in respect of any particular case, nor any manifestation of intent beyond an invitation to treat.

Article 3 Nature of the Services and Service Boundaries (please read)

1. Pursuant to the service boundaries established by the Basic Requirements for Socialized Hospital-Accompaniment Medical-Care Services (GB/T 47801—2026) of the People's Republic of China, this Platform and its Escort Staff may provide the following assistance:

• guiding the Patient to the correct department, examination room, payment counter, and pharmacy collection area, and assisting the Patient to become familiar with the visit process;
• assisting with registration, number collection, and queuing within the Medical Institution's publicly available registration channels, booking examinations on the Patient's behalf, and reminding the Patient of pre-examination preparations;
• collecting medications and examination reports on the Patient's behalf, and collecting items, photocopying medical records and diagnostic certificates, and handling other medical documents on the Patient's behalf;
• recording the physician's oral medical orders and conveying them to the Patient or his or her family faithfully and in full, without interpretation or alteration;
• assisting with the administrative formalities and payment for admission and discharge;
• providing daily assistance during the medical visit: booking transport and meals, temporarily safeguarding belongings, and purchasing basic medical supplies such as a wheelchair or disposable masks;
• providing language assistance among Chinese, Mongolian, and English;
• keeping in touch with family members before and after the visit and providing companionship and emotional support.

2. This Platform and its Escort Staff shall not, and will not, provide the following. Where any of your requests in the course of the Services concerns the following matters, Escort Staff shall refuse them, and the resulting failure to provide that portion of the Services shall not constitute a breach by the Company:

• interpreting examination results, or issuing any form of medical conclusion or health assessment;
• providing medical advice or medication guidance, or recommending that medication be increased, reduced, discontinued, or changed;
• participating in or performing any medical procedure, injection, dressing change, device use, or other diagnostic or therapeutic act;
• choosing, consenting to, modifying, or abandoning a treatment plan on behalf of the Patient or his or her family;
• signing, on behalf of the Patient or his or her family, a surgical consent form, an anaesthesia consent form, a critical (serious) illness notice, or any other medical document having legal effect;
• concealing, altering, or selectively transmitting material medical information concerning the Patient;
• reselling or transferring appointment slots at a marked-up price, or claiming access to "internal channels" or to a guarantee that a particular specialist will be consulting;
• promoting or selling to the Patient pharmaceuticals, medical devices, health supplements, insurance, or other goods;
• promising cure, therapeutic effect, duration of a course of treatment, a hospital bed, or the consultation of a particular physician.

3. Information displayed on this Platform concerning hospitals, departments, physicians, technical programmes, and fee standards is derived from public channels, from materials supplied by partner institutions, and from historical service records; it is provided solely to help you understand available care resources and to budget, and may be subject to delays in updating; the official publications and the on-site notices of the Medical Institution shall be treated as controlling. This Platform gives no assurance as to the completeness or accuracy of such information beyond the duty of reasonable care.

4. This Platform does not participate in treatment and does not intervene in the diagnostic or therapeutic decisions of a Medical Institution. Whether the Patient undergoes a particular examination, treatment, or surgery shall be decided, and the related documents signed, by the Patient and his or her family together with the Medical Institution in accordance with applicable law, and the Company shall not bear the consequences of such decisions.

Article 4 Accounts, Registration and Eligibility

• Registration requires you to provide a true, accurate, current, and personally controlled e-mail address and contact details, and to set and safeguard your own password. Where you log in through a third party (such as Facebook), you shall be deemed to have authorised the Company to obtain the profile information (including e-mail address and name) that such third party shares pursuant to your settings.
• Only one account may be registered per e-mail address or per mobile number on this Platform, and an account may not be lent, transferred, sub-licensed, or otherwise shared with any other person. All acts performed under an account (submitting consultations, uploading materials, placing orders, making payments, publishing content) shall be deemed your own acts, and you shall bear the consequences arising therefrom. Upon discovering that an account has been used by an unauthorised person, you shall notify the Company immediately.
• Where the Patient is a minor, a person without capacity for civil conduct, or a person with limited capacity for civil conduct, his or her legal guardian or an accompanying adult shall register, place the order, and give the necessary authorisations and consents; this Platform has no automated age-verification mechanism, and this obligation shall be discharged by you and by the guardian themselves.
• Where a consultation or an order is submitted by another person on your behalf (including handling by the Company's customer service through the workbench, or handling by a channel agent), the person placing the order shall have obtained in advance the authorisation of the Patient personally or of a close relative of the Patient, and information completed and submitted by that person shall be deemed the representation of the Patient personally.
• You may apply at any time through the "User Centre" to deregister your account. Deregistration does not affect the performance or settlement of orders formed before deregistration, and the Company may still retain the necessary transaction records pursuant to applicable law or these Terms.

Article 5 Obligations of the User and Truthful Disclosure

• Duty of truthful disclosure: You shall provide, completely and truthfully, the Patient's current condition and disease course, medical history and allergy history, history of infectious disease, mobility and cognitive capacity, medications currently in use, identity and entry-exit document information, the purpose of the visit and the budget, and materials concerning examinations and treatments previously received in China or abroad. Inaccurate or incomplete information may render the visit impossible or lead to suspension of the Services or to safety risks, and you shall bear the related consequences.
• Where any of the following circumstances exists, you must disclose it proactively before placing an order, so that the Company may consult with you on whether, and in what manner, the Services can be provided: patients in critical condition or requiring emergency care without a relative accompanying them; children under 12 years of age without a relative accompanying them; patients under emergency or outpatient observation; patients with mental disorders or with a notifiable infectious disease; persons who are intoxicated or unconscious; circumstances requiring the signature of medical documents or the performance of invasive procedures; and areas into which the hospital expressly prohibits accompaniment. Where deliberate concealment renders the visit impossible or leads to suspension of the Services or to a safety incident, the Company may decline to refund the Service Fee already collected and reserves the right to pursue liability.
• You shall yourself obtain and maintain the lawful validity of the visa, residence, port-of-entry clearance, and other formalities required for seeking medical care in China (or in Mongolia), and shall attend the appointment carrying your own valid identity document (passport or resident identity card) consistent with the appointment information. The Company shall bear no liability where the hospital declines to admit the Patient because of non-conforming documents or concealed circumstances.
• During the medical visit you shall observe the Medical Institution's rules on visit order, infection prevention and control, visiting, and accompaniment, and shall comply with the on-site directions of medical and nursing personnel.
• You shall communicate with Escort Staff in a respectful and civilised manner. Where you insult, maliciously defame, verbally or physically assault, sexually harass, or otherwise act unlawfully toward Escort Staff, Escort Staff and the Company shall have the right to terminate the Services immediately, the Service Fee paid shall not be refunded, and the Company further reserves the right to pursue legal liability.
• Prohibition of private transactions: Other than Advanced Costs that you are required to settle on the same day pursuant to Article 8, you shall not privately pay Escort Staff any service fee, gratuity, rebate, or gift, and Escort Staff shall not privately accept them. In the event of a breach of this item, the Company shall bear no liability whatsoever in respect of the related amounts or consequences, and may terminate the Services and the account.
• Please safeguard your own documents and valuables. Documents shall only be presented, never handed over to others for safekeeping; you are advised to retain the originals of medical records, examination reports, and similar documents yourself, and anything handed to Escort Staff for handling on your behalf shall be collected back on the same day.
• You shall not use this Platform to engage in unlawful activities, shall not publish content that infringes the rights of others or that is false or infringing, shall not impersonate another person or forge medical records or receipts, and shall not scrape data from this Platform by crawlers, bulk downloading, or other means.

Article 6 Obligations of this Platform

• Dispatch orders in accordance with the scope and timing agreed in the Service Order, and ensure that Escort Staff have passed the Company's qualification and training review before dispatch (review records are retained internally on this Platform and, upon your lawful request, necessary explanations may be provided).
• Use the Patient's information during the provision of the Services in accordance with the minimum-necessary principle; require Escort Staff to sign confidentiality undertakings; and, except with your express consent or where necessary for performance of the Services, refrain from photographing the Patient's face, medical records, or examination reports, and refrain from discussing the Patient's condition in public places.
• Record the course of the Services truthfully (time, place, and matters handled) and, after the Services conclude, report to you the record of medical orders and the visit information; such reporting shall be governed by the physician's original meaning, and the Company shall not interpret it.
• Where the Company fails to provide the Services as agreed for reasons attributable to the Company, it shall notify you promptly and shall arrange a rescheduling or a full refund in accordance with Article 9.
• Maintain complaint and coordination channels (see Article 20) and handle medical-related incidents and disputes in accordance with Article 13.
• Publish the service standards and the fee basis clearly on this Platform and impose no hidden charges; and, where an additional fee item is genuinely required, obtain your written consent in advance.

Article 7 Service Workflow and Uncertainty of Appointments

• The basic workflow is: submit a medical-care consultation (complete the condition details and upload medical-record materials) → the Company compiles a Care Plan (proposed Medical Institution, department, estimated number of days, and estimated costs) → you select the Care Plan and package and place the order → you pay the Service Fee → the Company dispatches the order and confirms with you the service time, place, and meeting arrangements → on-site accompaniment and the record of service events → service confirmation and settlement → you provide a rating.
• Arrangements for registration, examinations, and admission depend on the Medical Institution's actual appointment availability, equipment, physician scheduling, and acceptance policies. This Platform does not guarantee a particular appointment slot, bed, or physician on a particular date, and does not undertake to obtain additional numbers, queue priority, signature on your behalf, or any form of "special channel".
• A rescheduling or an inability to complete an appointment caused by reasons attributable to the Medical Institution (a physician ceasing to consult, temporary schedule changes, equipment failure, policy changes, appointment slots sold out, non-acceptance, and the like) does not constitute a breach by the Company. The Company shall assist you in rescheduling, or shall handle the corresponding refund in accordance with Article 9.
• Where a change to the service date, place, or content is required, you shall raise it as early as possible by customer-service telephone or on-site customer service. Whether a change can be made depends on the then-current fulfilment status and Escort Staff scheduling, and the related fee consequences shall be handled in accordance with Article 9.
• Cross-border Services involve third-party arrangements such as visas, air tickets, and accommodation; you contract with those third parties yourself, and the Company provides only information and reasonable assistance and shall not be liable for the performance of third parties.

Article 8 Fees, Payment, Advanced Costs and Points

• Service Fee: the price published on the package page shall apply, and it covers Escort Staff's full-journey service fee, medical-visit process guidance, queuing and handling on your behalf, accompaniment during examinations, the recording of medical orders and the relaying of the condition, and daily assistance during the visit, being the non-medical matters agreed in these Terms.
• Medical Expenses do not form part of the Service Fee: registration fees, examination fees, laboratory fees, imaging fees, medication fees, treatment fees, surgical fees, inpatient fees, and bed fees, together with the costs of transport, accommodation, and meals, shall be paid by you or by the Patient directly to the relevant institution in accordance with that institution's standards. The fee standards displayed on the pages of this Platform are reference information and do not constitute a quotation.
• Payment methods: the payment methods actually offered on the order page shall apply, presently including WeChat Pay, Alipay, and any other method expressly stated on the order page; packages marked as "consultation only, no charge" give rise to no payment, and customer service shall confirm subsequent arrangements with you separately. The Company does not collect cash on site through Escort Staff and does not, under any name, require you to transfer funds to a personal account.
• Advanced costs: Amounts advanced by Escort Staff on your behalf are limited to registration, card-creation, medical-record booklet, and similar charges levied by the Medical Institution, must be evidenced by hospital receipts, and shall be settled on the day of service before the service ends. The Company shall not charge any portion lacking a receipt; if you dispute the advanced amount, you may require Escort Staff to present the receipts and may request verification through customer service.
• Receipts and invoices: receipts for Medical Expenses charged by a Medical Institution are issued by that Medical Institution; this Platform may provide you with order records and payment vouchers in respect of the Service Fee, and if you require documents in any other form, please confirm with customer service at the time of ordering whether they can be provided.
• Points: acts such as registration, invitations, publishing patient stories that pass review, receiving likes, and posting comments may earn points under the published rules; points may be applied against the Service Fee when placing an order, up to a maximum of 20% of the Service Fee payable on a single order; where an order is fully refunded, points already applied on that order are returned in accordance with system rules, and points are not returned on partial refunds. Points are not currency, virtual currency, or a negotiable security, are non-transferable, cannot be converted into cash or withdrawn, and the Company may adjust the rules for earning and using points in accordance with the published rules.
• Price adjustments: the Company may adjust package prices and the fee basis by published means, and such adjustments shall not apply to orders that you have already paid in full.

Article 9 Cancellation, Refunds and Settlement

• Unpaid orders: you may cancel at any time and no fee arises.
• Paid orders where the Fulfillment Order is still in DRAFT or WAITING status (that is, before any escort has accepted the dispatch): the Service Fee shall be refunded in full.
• Order dispatched or service commenced (the Fulfillment Order in ASSIGNED or IN_SERVICE status): the balance shall be refunded after deduction of the corresponding amount for work already performed. The deducted amount shall be agreed between you and customer service on the basis of the service records (service duration, matters completed, and transport and time costs).
• Service completed (Fulfillment Order COMPLETED): the Service Fee shall not be refunded. If you dispute the quality of the Services, please complain in accordance with Article 13 and Article 16, and the Company may, upon verification, take remedial, compensatory, or partial-refund measures.
• The following amounts fall outside the refund scope of this Platform: fees already charged by a Medical Institution that are non-refundable under its rules; third-party costs of transport, accommodation, visas, and the like that have actually been incurred; and amounts paid to third parties on your behalf.
• Where the Services cannot be provided or cannot be completed because you concealed any circumstance listed in Article 5, provided false identity or medical-record materials, failed to arrive at the meeting point at the agreed time, or failed to carry the required documents or materials, the matter shall be treated as a case in which the Services have been performed, and the Service Fee shall not be refunded.
• Refunds are returned via the original payment channel. Once the amount has been confirmed by you and by customer service, it will normally reach you within 7 to 15 business days; the actual time of arrival depends on the processing of the payment institution and of the bank.
• The remuneration of Escort Staff is settled and paid to them by the Company under its internal rules and is independent of the Service Fee payable by you; you may not assert a set-off against, or a release from, your payment obligation on the ground that you have "already paid an escort privately".

Article 10 Escort Staff and Other Third Parties

• Escort Staff are independent service providers who have entered into a service co-operation relationship with the Company, and their internal arrangements with the Company (training, dispatch, settlement, disciplinary measures, and the like) create no rights or obligations for you. The Company bears liability for the acts of Escort Staff in the course of providing this Platform's Services in accordance with Articles 12, 13, and 14 of these Terms.
• You may state reasonable requirements such as language or gender to customer service, and the Company will use its best efforts to match them but does not guarantee a particular individual. If you are dissatisfied with an escort during the Services, you may contact customer service immediately to arrange a replacement; where the Company replaces the escort for reasons attributable to the Company, no additional fee is charged, but where the replacement requires a re-booking of time and you are thereby affected, the matter shall be handled under Article 7 and Article 9.
• Medical Institutions, physicians, laboratory institutions, pharmacies, insurance institutions, transport and accommodation providers, translation agencies, payment institutions, and other third parties provide their services independently and are responsible for their own performance, and no relationship of guarantee or of joint and several liability exists between them and this Platform.
• Payment processing on this Platform relies on licensed payment institutions such as WeChat Pay and Alipay; you should verify their terms and fees with those institutions, and the Company neither obtains nor retains your full bank-card number or payment password.

Article 11 Intellectual Property and User-Published Content

• The intellectual property rights in the text, images, interface design, marks (including "iveelvita"), programmes, databases (including the data compiled by the Company concerning Medical Institutions, departments, physicians, and fee standards), and documentation of this Platform belong to the Company or to the respective rightsholders. Without authorisation, you shall not copy, scrape, mirror, reverse-engineer, or use them for commercial purposes.
• The intellectual property rights in the content you publish on this Platform (patient stories, reviews, feedback, and the like) remain yours. For the purposes of display and dissemination on this Platform, you grant the Company a non-exclusive, royalty-free licence, sublicensable to the Company's official channels, including such editing, summarising, and translation (Chinese, Mongolian, or English) as is necessary, together with the anonymisation and redaction performed to protect your privacy.
• Patient stories may be displayed publicly only after review by the Company; you may publish anonymously. You shall not publish content containing a third party's medical records, diagnostic reports, identity information, or other personal information of a third party; if such publication is genuinely required, you shall yourself obtain valid authorisation from that third party and shall be responsible for the lawfulness of the content.
• You may apply to customer service at any time to modify or to remove content published by you; the Company shall act within a reasonable period, provided that historical content already archived under applicable law, or already used under the licence granted by this article, may retain the corresponding records.
• Reviews shall be based on a genuine experience of having received the Services. In the case of false reviews, malicious negative reviews, or the solicitation of improper benefits through reviews, the Company may delete the review and act in accordance with Article 16.

Article 12 Exclusion and Limitation of Liability (please read)

• This Platform is not a Medical Institution and performs no diagnostic or therapeutic act. The Company bears no liability for the diagnostic, treatment, nursing, medication, surgical, or similar acts of Medical Institutions and of their physicians and nurses, or for the consequences thereof; claims arising from diagnostic or therapeutic acts shall be asserted by you against the Medical Institution concerned.
• For sudden or aggravated conditions occurring en route to the visit or within the hospital premises arising from the Patient's own disease, medical history, age, or physical state (including without limitation falls, syncope, acute episodes, deterioration of a pre-existing condition, and even death), the Company's obligation is limited to immediately calling for on-site medical and nursing personnel, assisting in contacting family members, and assisting in summoning emergency medical resources, and to exercising reasonable care in providing such assistance; save where the Company or Escort Staff acted intentionally or with gross negligence, the Company shall bear no liability for damages.
• The records, reports, and translated texts of this Platform are for reference only. In view of the inherent limitations of translation, lay formulations may deviate from the physician's intended meaning; the formal documents issued by the Medical Institution and the physician's on-site explanation shall control. Where you or your family rely on this Platform's records to assess the condition yourself, to decide on medication, or to adjust treatment, you shall bear the resulting consequences.
• The Company bears no liability for the following circumstances, but shall use its best efforts to assist you in mitigating their adverse effects: changes in a Medical Institution's appointment availability, scheduling, or acceptance policies, or non-acceptance; entry-exit, visa, port-clearance, transport-interruption, flight-cancellation, or control measures; acts of government, quarantine, or public-health measures; network, power, or telecommunications failures and hacking attacks; and force majeure such as typhoons, blizzards, earthquakes, and floods.
• Third-party links and social-account content displayed on this Platform are provided for convenience only, do not constitute an endorsement or a warranty, and the content of third-party pages is the responsibility of their publisher.
• The Company bears no liability for loss of, damage to, or misuse of documents, reports, cash, or valuables caused by your failure to safeguard them or by your handing them over to others, but shall assist you in reporting them lost, in obtaining replacements, and in reporting the matter to the relevant institutions.
• This article does not exclude or limit liability that may not be excluded or limited under applicable law, including personal injury and property damage caused by the Company's intentional misconduct or gross negligence, nor does it affect your rights as a consumer under mandatory rules of law.

Article 13 Coordination Mechanism for Medical-Related Incidents and Disputes

This article is the specific agreement reached between you and the Company on how treatment incidents, medical disputes, and adverse events shall be handled. Please read it with particular attention.

• Definition: a "medical-related event" means any harm, controversy, dispute, or adverse event incurred by the Patient in the course of receiving diagnosis, treatment, or nursing at a Medical Institution that may be related to a diagnostic or therapeutic act (a "medical-related event").
• The Platform's role is that of a coordinator, not of a liable party: the Company does not determine whether a diagnostic or therapeutic act was wrongful, does not participate in medical appraisal, does not issue medical conclusions, does not conclude a settlement with a Medical Institution on your behalf, and does not waive or assert any claim on your behalf. Liability for harm caused by the diagnostic or therapeutic acts of a Medical Institution shall be borne by that Medical Institution in accordance with the law applicable, and is unrelated to the Company.
• Coordination assistance that the Company may provide: (i) at the request of you or your family, conveying the circumstances to the medical affairs department or the complaints-reception channel of the Medical Institution and providing your contact details; (ii) providing copies or electronic text of the service records held by the Company (the accompaniment timeline, matters handled, communication records, and the inventory of materials collected on your behalf); (iii) providing Chinese, Mongolian, or English language and translation assistance; (iv) providing information on remedies available under law, such as people's mediation committees for medical disputes, appraisal of medical damage or technical appraisal of medical accidents, complaints to health administration departments, litigation, or arbitration; and (v) conveying communications between you and the Medical Institution where both parties consent.
• Handling process and time limits: you shall report a medical-related event to the Company by customer-service telephone or on-site customer service within 24 hours after it occurs, or as soon as possible, and shall submit an account of the event together with an inventory of the materials you hold. The Company shall designate a dedicated contact who shall provide you with written feedback (by e-mail or on-site) on coordination progress within 3 business days and shall thereafter follow up at the frequency agreed between you and the Company until the coordination procedure terminates.
• Coordination itself is not separately charged. However, appraisal fees, notary fees, attorneys' fees, litigation costs, translation and document-notarisation fees, and travel and accommodation costs shall be borne by you or by the party legally required to bear them, and the Company shall neither bear nor advance them.
• Where death or personal injury is involved, or a criminal offence is suspected, the Company shall, while assisting the Patient in obtaining timely medical care, remind you to report the matter to the public security authorities, to report it to the health administration department, or to apply for an appraisal in accordance with law; the Company shall cooperate with investigations and evidence collection by the competent authorities as required by law and shall preserve the records relating to this Platform's Services.
• Boundaries of the Company's own liability: where harm is directly caused by the Company's or Escort Staff's intentional misconduct or gross negligence in the course of the Services (for example, losing the originals of medical records delivered into their custody, or collecting another person's report and relaying it to you without verification), the Company shall bear liability for damages within the limits set in Article 14, except as otherwise provided by law. Such circumstances do not fall within the exclusion for the diagnostic or therapeutic acts of a Medical Institution described above.
• Where you and the Medical Institution reach agreement on compensation or judicial proceedings are commenced, the Company shall assist to the extent of the materials in its possession, but shall not thereby become a party to that dispute and shall not assume joint, several, or supplementary liability by reason of its coordination acts.

Article 14 Caps on Liability

• To the maximum extent permitted by applicable law, the Company's aggregate liability to you by way of compensation or indemnity in respect of a given Service Order shall be limited to the Service Fee you have actually paid to the Company for that order (excluding amounts you paid to Medical Institutions or to third parties, and excluding amounts collected or advanced on their behalf).
• The Company shall not compensate indirect losses, loss of anticipated benefits, loss of business opportunity, emotional distress, or additional Medical Expenses incurred by the Patient as a result of a pre-existing condition; provided that this paragraph shall not apply where the Company acted intentionally or caused the loss by gross negligence, nor where compensation is required by mandatory provisions of applicable law.
• This article applies together with Article 12 and Article 13, and no interpretation shall cause this article to exclude liability that may not be excluded under applicable law.

Article 15 Protection of Personal Information

• The Company processes your personal information in accordance with the Personal Information Protection Law of the People's Republic of China, the Civil Code of the People's Republic of China, the E-Commerce Law of the People's Republic of China, and the Personal Information Protection Law of Mongolia (Монгол Улсын Хувийн мэдээлэл хамгаалах тухай хууль), together with other applicable law; the specific rules are set out in the Privacy Policy and in the Personal Information Collection Notice. The Privacy Policy is an integral part of these Terms.
• Medical records, examination reports, diagnostic conclusions, prescriptions, and visit records constitute Sensitive Personal Information of a health-related nature. The Company shall collect, translate, transmit, and process them only after obtaining your (or the guardian's) separate consent, and shall not conflate such consent with the general authorisation given for the processing of a mobile number.
• Disclosing necessary information to a Medical Institution, a physician, or a dispatched escort where genuinely required for the contractual purpose of completing care assistance shall not be deemed a provision of information to a third party, provided that disclosure shall be limited to what is necessary to perform the Services and the recipient shall be required to assume corresponding confidentiality obligations.
• You enjoy the rights under applicable law to access, copy, rectify, supplement, delete, and restrict the processing of your personal information, to withdraw consent, and to deregister your account, and may complain to a supervisory authority in accordance with applicable law. The means of exercise are set out in the Privacy Policy and in Article 20.

Article 16 Enforcement and Suspension of Services

• Where you breach these Terms, provide false information, misuse service functions, infringe the rights of a third party, or endanger platform security, the Company may, depending on the seriousness of the circumstances, take measures such as warnings, restriction of certain functions, suspension of dispatch, termination of the relevant orders, or closure of the account, and reserves the right to pursue legal liability.
• Before taking the foregoing measures, except in circumstances involving unlawfulness or a security emergency, the Company shall notify you by the means set out in Article 17 and state its reasons; you shall be entitled to submit explanations and an appeal.
• Where the Company suspends, changes, or terminates part of the Services, it shall publish and notify promptly and shall refund, in accordance with Article 9, the orders that have not been fully performed.
• Where the Company suspends, discloses, or retains specific data as required by law, by a court, by an arbitration institution, or by a competent administrative authority, this shall not constitute a breach.

Article 17 Notices and Service

• The Company sends you notices concerning review, orders, payment, refunds, service arrangements, and policy changes by means of the e-mail address and the mobile number you have provided (including telephone and SMS), on-site messages, customer-service sessions, and the platform notice board.
• The foregoing notices are deemed served when successfully sent; general notices published on the notice board take effect with respect to all users from the date of publication. You shall keep your contact details accurate and reachable, and you shall bear the consequences of failing to become aware of a matter by reason of erroneous, invalid, or rejected contact information (including interception by anti-spam systems).
• In urgent circumstances (such as a change of arrangements on the day of service or matters concerning the Patient's safety), telephone contact shall prevail; where the call cannot be connected, the Company shall supplement the notice by e-mail or on-site message.
• Notices issued by you to the Company are effective when sent to the e-mail address or the customer-service telephone listed in Article 20; for ease of verification, the simultaneous use of e-mail is recommended.

Article 18 Governing Law and Dispute Resolution

• The conclusion, performance, interpretation, and dispute resolution of these Terms shall be governed by the laws of the People's Republic of China (excluding the laws of the Hong Kong, Macao, and Taiwan regions of China, and excluding its conflict-of-laws rules).
• Where a resident of Mongolia is the User or is the Patient, the rights that such person derives in respect of personal data under the Personal Information Protection Law of Mongolia, and those parts of Mongolian mandatory consumer-protection rules that apply to such person, shall not be affected by the choice of law set out in the preceding paragraph.
• Disputes arising out of these Terms or out of the Services shall first be resolved through friendly consultation between the parties; if they remain unresolved within 15 days from the date on which one party requests consultation in writing, the parties may jointly submit the dispute to third-party mediation (a consumer organisation, a people's mediation committee, or an industry mediation body); if the dispute remains unresolved, either party may bring an action before the people's court having jurisdiction at the Company's place of business (Xincheng District, Hohhot, Inner Mongolia Autonomous Region).
• Where the claims of a cross-border user are restricted by the law and the jurisdiction rules of that user's habitual place of residence, the Company shall, to the extent legally and practically feasible, provide documents, translation, and other assistance.
• During the resolution of a dispute, the provisions of these Terms unrelated to the dispute remain valid and shall continue to be performed, and the Company shall not unilaterally dispose of your substantive rights in respect of the matters in dispute.

Article 19 General Provisions

• If any provision of these Terms is held by a competent authority to be invalid, not formed, or unenforceable, the validity of the remaining provisions shall not be affected, and the parties shall substitute a valid provision that most closely reflects the original intent.
• The Company's failure to exercise, or delay in exercising, any right under these Terms does not constitute a waiver of that right, and a partial exercise does not preclude a full exercise at a later time.
• Clause headings are inserted for convenience of reference only and do not affect the interpretation of the provisions.
• Language versions: these Terms are prepared in Chinese, Mongolian (Cyrillic Mongolian), and English. The Chinese version is the authentic text of these Terms, and the Mongolian and English versions are translations provided for your convenience; in the event of any inconsistency between the versions or of any ambiguity in interpretation, the Chinese version shall prevail.
• The Company may assign all or part of its rights and obligations under these Terms to an affiliate or to a successor in business, and shall notify you in advance in accordance with Article 17; you shall not assign any right or obligation under these Terms without the Company's prior written consent.
• These Terms constitute the entire agreement between the parties in respect of the Services and supersede prior oral or written communications on the same subject matter, save that pre-contractual duties borne by the Company under law or under the principle of good faith are unaffected.
• If you have any doubt as to any content of these Terms, please consult customer service before placing an order through the channels listed in Article 20, and the Company is obliged to provide an explanation.

Article 20 Company Information and Contact Details

• Company name: Inner Mongolia Mingyan Health Management Service Co., Ltd. (Өвөр Монголын Минъянь Эрүүл Мэндийн Удирдлагын Үйлчилгээний ХХК)
• Platform name and URLs: iveelvita, the China–Mongolia health service platform, https://iveelvita.com ; escort workbench https://escort.iveelvita.com
• ICP filing: ICP Filing No. Meng ICP Bei 2025026867
• Place of business: Xincheng District, Hohhot, Inner Mongolia Autonomous Region, China
• Service hotline (within China): +86 15764815555
• Service hotline (within Mongolia): +976 80482609
• E-mail (including for personal information and for complaint matters): [email protected]
• Facebook page: https://www.facebook.com/iveelvita