Medtimes Medical Group (Medtimes)

• A. Body Check Plan

        After the customers receive the confirmation email from Medtimes that the purchase is successful, CS will contact the customer to schedule the appointment and location of the physical examination. Customers can also make an appointment on Medtimes official website.
  or call3585 8533for appointment and inquiry.
        Customers are required to present their identification document and the order confirmation letter on the appointment day to confirm their identity.
        The validity period of the health check-up plan is generally 6 months (starting from the date of payment confirmation). Customers must undergo the relevant examination within the validity period, otherwise it will be invalid. If you purchase a promotional check-up plan, you must use the service within the examination date specified in the promotional terms.
        Once the order is confirmed, no refund is allowed.
        After the physical examination, the examination report can be obtained in 10-14 working days under normal circumstances. The post-examination report time may be extended due to different circumstances (such as individual test items, peak physical examination period, and specific time period specified by the customer). If necessary, you can ask the medical staff for special arrangements based on individual circumstances.
        Once all purchase items are confirmed, no changes can be made to the items.
        The add-on item(s) must be for the same person as the check-up plan person.
        The health check-up plan is only applicable to persons aged 10 or above. Persons under the age of 10 are required to present a doctor’s referral letter.
        Those under the age of 18 must be accompanied by a parent or guardian.
        In case of any disputes, Medtimes Medical Group reserves the right of final decision.
  
  

  Disclaimer: All physical examinations are not intended for medical diagnosis or treatment. We would like to remind you that even if the test results appear normal, there may be some hidden diseases that will not be revealed until later. Therefore, if you have any signs of disease in your body, you should immediately consult a qualified doctor for diagnosis and treatment.

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• B. Vaccination

        After purchasing the vaccination service or the Child Vaccine Program, customers must complete the first injection within 6 months (calculated from the date of payment confirmation), and the Child Vaccine Program must complete all vaccinations within 2 years after purchase, otherwise it will be invalid. If you purchase the vaccination service or Child Vaccine Program under promotion, you must use the service within the validity period specified in the terms of the promotion offer.
        The doctor must assess whether the vaccination is suitable. If the doctor considers that the vaccination is not suitable, this service will be cancelled and the full fee will be refunded.
        The vaccination procedure is performed by registered doctors/medical personnel.
        No refund will be given once the order is confirmed.
        In case of any dispute, Medtimes Medical Group reserves the right of final decision.

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• C. Registration

  You may be required to complete one or more of our registration or application forms (online or otherwise) in order to use certain Services. By completing such forms, you undertake to
  (a) provide true, accurate, current and complete personal information about yourself as requested,
  (b) provide true, accurate, current and complete information about any content you post or make available through any Website ("Other Information") and
  

  (c) Maintain and promptly update your personal identification information and other information to keep it true, accurate, current and complete. If you provide any other information or personal identification information that is untrue, inaccurate, outdated and incomplete, or if Medtimes has reasonable grounds to suspect that such information is untrue, inaccurate, outdated or incomplete, Medtimes has the right to suspend or terminate your account and refuse you to use any current or future services (or any part thereof).

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• D. Complaint Handling Mechanism

         Principles of Complaint Handling
  Medtimes Medical Group (“Medtimes”) will identify and take all necessary actions to meet customer needs and enhance customer satisfaction. These actions include:
  (a) Continuously improving products and services to meet current and future needs and expectations;
  (b) Implementing corrective, preventive, or mitigating actions to address adverse impacts;
  (c) Enhancing the overall performance and effectiveness of the quality management system.
         Methods for Submitting Complaints
  If a customer or their representative has any comments or complaints regarding any service received at the clinic (including vaccination, treatment, testing, purchase of products, etc.), they may file a complaint with Medtimes through the following channels. Customers should provide their contact information when submitting comments or complaints to facilitate follow up on their case.
  Complaint submission channels:
  (a) Directly informing clinic staff
  (b) Email: cs@medtimes.com.hk
  (c) Customer service hotline: 3585 8533
         Complaint Handling Procedure
  Medtimes will contact the customer within three working days upon receiving a complaint to confirm receipt. Unless under special circumstances, the investigation will be completed within one month..
  After the investigation is completed and approved by management, the Customer Service Department will contact the customer within three working days to inform them of the investigation results and the corresponding follow up actions.
  
         Corrective Actions
  When non conformities occur (including those arising from complaints), Medtimes will:
  (a) Respond to the non-conformity and take necessary actions to control and correct it;
  (b) Assess whether action is needed to eliminate the root cause of the non-conformity to prevent recurrence;
  (c) Review the effectiveness of any corrective actions taken.
  
         Continual Improvement
  

  Medtimes is committed to continually improving the suitability, adequacy, and effectiveness of its quality management system.
  The organization will consider analysis results, evaluations, and outputs from management reviews to identify areas or opportunities that require improvement.

  
  

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• E. Privacy Policy

  Personally identifiable information is subject to our privacy policy. Please refer to our privacy policy statement and personal information collection statement.

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