Service terms
Please read these practical service boundaries before arranging support with Tom.
Last updated: 13 October 2026
The service
Shenzhen Care Guide provides independent, non-medical coordination and accompaniment for hospital visits in Shenzhen. Support may include appointment coordination, preparation checklists, hospital navigation, practical English communication and follow-up arrangements. Tom is not presented as a doctor, healthcare provider or certified medical interpreter.
Agreeing your booking
An enquiry does not create a booking. Availability, service scope, date, start time, duration, meeting point, fee and payment arrangements must be agreed in writing with Tom before the booking is confirmed. Half-day and full-day labels describe support options; the actual hours are agreed for your visit.
Fees and outside costs
The service fee is confirmed before booking. You pay medical charges directly to the hospital. Transport and other third-party costs are separate unless our written agreement explicitly includes them. Extra time or services must be agreed separately. This website does not accept payments.
Hospital and professional decisions
Your hospital confirms appointment availability, departments, access rules and medical arrangements. Tom cannot guarantee a particular appointment, reduced waiting time, a fixed finish time or a medical outcome, and is not affiliated with or endorsed by a hospital. Medical advice, report interpretation, consent discussions and treatment decisions belong with appropriately qualified professionals.
Changes, cancellations and refunds
The cancellation, rescheduling and any applicable charges will be agreed in writing before booking. If your plans change, contact Tom as soon as possible. Any refund is handled according to your written booking agreement and applicable law. Hospital or transport cancellation policies are separate.
Your part in the arrangements
Provide accurate practical booking details, bring documents requested by the hospital, and follow hospital rules. Do not rely on general English assistance for clinical interpretation. Where specialist interpretation is needed, confirm an appropriate professional arrangement with the hospital.
Transport and emergencies
Transport support means route planning and coordination, not a private ambulance or a dedicated vehicle service. This service is not suitable for emergencies and messages are not monitored continuously. Seek urgent help directly from local emergency services or a hospital when needed.
Questions or concerns
Contact Tom directly to discuss the agreed service, raise a concern or resolve an issue. These terms describe the general service; your written booking agreement records the specific arrangements for your visit.