Clear expectations.
Before you commit.

1. Who provides what

Serica Pathways is operated by Luwaka Network Co., Ltd. Contact care@sericapathways.com or +86 15711552109 on WhatsApp. We coordinate communication, translation, appointments and agreed travel support. Actual consultations and treatment are provided by the identified medical professionals, not by our customer-service team.

Before a remote consultation, we confirm the receiving doctor or institution, your current location, eligibility, record-sharing consent and the available clinical route. We do not promise an appointment with an unnamed specialist, a diagnosis, a treatment outcome, visa approval or a particular saving. Emergency care must be sought locally.

2. USD99 specialist consultation

One relevant specialist reviews one main concern through text and images, with record/question preparation, the doctor's actual written response and checked English translation. One follow-up round can be requested within 7 calendar days of the first response. The first-response date is agreed before payment; appointment or prescribing rights are not implied.

The consultation is not an unlimited chat or a substitute for an examination. A clinician may advise further tests or in-person assessment. If the agreed consultation cannot be supplied, we refund the full USD99; administrative preparation alone is not delivery.

3. Additional USD399 Shanghai arrangement

For one Shanghai care episode and main specialty: hospital matching, appointment coordination, visit preparation and bilingual support for up to 6 hours on the main appointment day. For an inpatient, up to 4 hours of discharge-day assistance is included; for an outpatient, the completion handover covers records, charges and agreed next steps instead. It is not daily inpatient care, nursing or a guarantee that treatment finishes within two days.

The agreed start time, support dates, waiting-time treatment and scope are written into the quote. Additional visits, hours or specialties require an accepted separate quote before they are supplied. Hospital fees, tests, medicines, accommodation, meals, transport, flights and visas are not included.

Payment is USD199 after the pathway and scope are accepted, then USD200 due 48 hours before the main appointment after resources are confirmed. A short-notice confirmed booking may use one USD399 invoice instead. Selecting the USD99 consultation as well makes USD498, not USD399 in total.

4. Custom concierge

Your written quote sets the actual days, on-site hours, service milestones, named contact arrangements and supplier specifications. Flights, visa assistance, hotels, meals, cars, family support and nursing or rehabilitation arrangements are included only where explicitly itemised and confirmed with appropriate providers.

Any 24-hour concierge contact applies only during the agreed dates after a primary and backup duty team are confirmed. It does not mean a doctor is always online or continuous bedside care. Clinical emergencies go directly to the hospital or local emergency service.

Our service fee, travel supplier funds and hospital costs are separated. Hospital costs normally go directly to the hospital. Same-scope net Shanghai arrangement fees already paid are credited when upgrading; completed consultations are separate unless expressly included. No unconfirmed medical budget becomes a fixed all-inclusive treatment price.

5. Cancellation and refunds

Request cancellation using the contact details above and your quote or invoice reference. We explain the completed work and refundable balance in writing. Instalment collection does not, by itself, make that amount non-refundable.

If the agreed doctor consultation cannot be provided, refund USD99 in full. If the initial consultation reply is delivered and you cancel the unused follow-up before its window ends, refund USD20. If USD399 has been paid and only preparation and main appointment support are complete, refund the remaining USD100.

For partly delivered on-site support that ends early through cancellation, the applicable milestone is prorated using actual support hours divided by the agreed hour allowance, capped at that milestone amount. Fully completed agreed tasks may earn the milestone even if finished early. An incomplete outpatient handover does not earn its USD100.

Unbooked supplier funds are returned. Booked travel items follow the supplier's cancellation terms disclosed before booking, supported by actual charges and refund evidence. We identify money still awaiting return from suppliers separately.

After confirming a service-fee refund, we initiate it to the original payment method within 5 business days and provide confirmation; bank/provider posting time is additional. We do not add a service refund processing fee. Your applicable statutory rights are not limited by these terms.

6. Changes, delays and additional costs

The Shanghai arrangement includes one administrative rescheduling coordination request, subject to hospital and staff availability. Extra episodes, specialties, travel or accommodation are quoted separately. If we cannot deliver agreed work, we explain the options and refund the undelivered portion rather than keep a fee for unsupported promises.

Medical plans, discharge dates and travel fitness are decided by clinicians. A longer stay or new service requires a revised cost and your acceptance before new bookings, except that emergency medical care must not wait for an administrative payment discussion.

7. Records, payment and consent

Share only necessary records through the agreed channel. We explain who receives them and for what purpose before forwarding them. Do not send card details, payment passwords or identity documents in the public introduction. Do not put diagnoses or medical records into payment descriptions. See our privacy notice.

Accepting a quote does not authorise recurring charges. Each invoice is for the agreed service stage. Clinical feedback, individual payment status and previous-payment credits must be checked before the next stage starts.