「Go Healthy 」大灣區健康醫療計劃服務條款與細則
在本條款與細則（以下稱「條款與細則」）中，「Heals」或「我們」指的是 Heals Healthcare（Asia）Limited 及其附屬公司；「客戶」或「您」指的是向我們下訂單以獲取服務（定義如下）的任何個人、公司、企業或組織。透過使用本服務或其任何部分，您即表示您已閱讀本條款與細則，並接受及同意受其約束。凡参与中银「Go Healthy 」大灣區健康醫療活动的客户，将可获得Heals尊享银卡计划及中国计划，以享用有關服务。
有關服務（「Go Healthy 」大灣區健康醫療計劃）
1.我們可能會透過 Heals Pass 平台（以下稱「平台」）提供以下服務（以下統稱「服務」）：
香港醫療線上諮詢（「香港遠距諮詢」）：提供與普通醫療保健專業人士（「香港視像諮詢」）的線上預約服務，由註冊醫生、藥劑師、中醫師、營養師及護士等醫療人員（統稱為「香港醫療專業人員」）提供服務，這些人員來自我們的合作機構及／或第三方服務提供者或獨立執業者。
中國內地醫療線上諮詢（「中國內地遠距諮詢」）：提供與註冊中國內地普通醫療保健專業人士（「中國視像諮詢」）的線上預約服務，由註冊醫生、護士、藥劑師及其他相關支援人員（統稱為「醫療專業人員」）提供服務，來自我們的合作機構及／或第三方服務提供者或獨立執業者。
根據醫療專業人員的專業判斷，開立及配發所需藥物（以下稱為「配藥」），但不包括根據香港《危險藥物條例》（香港法例第134章）列為危險藥物的藥品（「遠距配藥服務」）；在中國，則受2008年7月1日生效的《危險藥物條例》限制。
我們的禮賓服務團隊處理與以上服務有關的查詢（「禮賓服務」）。
由指定快遞服務供應商作為您的授權代理，在香港境內將配藥送至您指定地址或提取點（「香港配送服務」）。目前當日送達僅限香港島、九龍、新界及東涌；翌日配送適用於離島、愉景灣及梅窩。不適用地區包括馬灣、香港國際機場、南大嶼山、貝澳、長沙、塘福、水口、石壁、寶蓮寺、大澳及其他貨車受限制的地區。
中國內地配送服務（「中國內地配送服務」）：包括跨境藥品運送的法定要求，如PLAMMS出口證明、Heals診所發票、香港醫生證明文件、中國醫院／診所證明。
體檢服務方案：在香港與中國內地均提供。香港僅限於醫療檢查；中國內地則包含醫療與牙科檢查。您可透過平台與我們的醫療禮賓人員預約體檢服務，詳情請參見第13b節。
2.您明確承認並接受，服務僅用於診斷非緊急情況，並可能受以下限制與風險（包括但不限於）：
診斷與建議是根據您在遠距諮詢中提供的病歷及相關資訊，以及醫療專業人員所見的病況所作出；
安全協議或措施失效、或遭外部人士入侵，可能導致違反香港與中國內地適用的資料私隱法；
無法取得您完整的病歷，可能限制醫療專業人員作出準確診斷，進而導致判斷錯誤；
緊急及即時醫療程序無法於急需治療時進行；
遠距諮詢期間，診斷、建議或治療皆基於視像與音訊，若網絡連線（Wi-Fi 或流動數據）品質不佳，可能導致醫療專業人員作出錯誤判斷；
電腦或流動設備的故障可能導致醫療評估與治療延誤。
（統稱為「限制因素」）。
3.本服務可能不適用於須即時醫療處置或緊急照護的情況，包括但不限於：
胸痛
嚴重出血
意識喪失或昏厥
混亂或出現幻覺
頭部或脊椎受傷
中度至重度燒傷
抽搐與痙攣
說話困難
精神狀態改變（如長期失眠）
懷疑骨折或嚴重肢體損傷
身體任何部位突然且劇烈的疼痛
持續一週以上的呼吸道症狀
嚴重呼吸困難及／或氣促
嚴重噁心、嘔吐、腹痛及／或腹瀉
有自殺或他殺的想法
噎到
高燒
其他嚴重或類似的病徵
（統稱為「緊急事件」）。
在預約香港或中國內地遠距諮詢前，請考慮您的情況是否屬於上述緊急事件或與其相似，並考慮是否應立即前往診所或醫院就診。如您仍希望預約遠距諮詢，請於諮詢開始時向醫療專業人員如實告知您的症狀，由其判斷是否適合進行遠距諮詢。
4.您承諾提供正確的資訊（包括但不限於個人資料、相關病歷及健康紀錄），以協助醫療專業人員作出診斷。
5.您確認並同意：（i）使用香港與中國內地遠距諮詢即表示您與相關醫療專業人員建立專業與病患關係，並可能直接進行交易；（ii）您完全自行承擔使用本服務的風險。
6.為免生疑問，在法律允許的最大範圍內，醫療專業人員或我們的服務供應商，均不會就任何限制因素或緊急事件的發生而承擔任何間接、特別或後果性損失或損害（包括但不限於現有病況惡化），無論索償形式為何。
合資格條件
7. 您在進行香港遠距諮詢時，必須身處香港；進行中國內地遠距諮詢時，必須身處中國內地。
8.本服務可能不適合某些使用者（例如：孕婦），亦可能設有年齡限制。如您未滿6歲，將無法提出遠距諮詢的預約申請。
9.如您未滿18歲，您在使用服務（包括香港與中國內地遠距諮詢）時，必須有父母或監護人陪同。
私隱保障
10.我們致力保障個人資料的私隱。因此，我們確保在收集、使用、保存、轉移及查閱個人資料的政策與做法上，均遵守《個人資料（私隱）條例》（香港法例第486章）的要求。針對中國內地遠距諮詢，我們將遵守《個人信息保護法》（PIPL），自2021年11月1日生效。
請參閱服務的私隱政策聲明。
醫療內容
11.(a) 在您使用 Heals 服務期間，您可提交其他內容（包括但不限於：健康狀況、病患、過敏、疾病或殘疾、用藥情況、身心特徵、過往病歷與健康紀錄、照片、家庭資料、診斷與備註、過往諮詢詳情）（統稱為「醫療內容」），透過 Heals 科技平台提供給醫療專業人員存取。例如在您預約遠距諮詢時，可表明症狀並提供其他資訊（例如：上載照片等文件）以供參考。該醫療內容屬於您與相關醫療專業人員之間的溝通，我們對此概不負責。
(b) 您同意您將全權負責所有醫療內容。任何上載至 Heals 科技平台（包括應用程式）的醫療內容均由您自行承擔風險。我們不承擔任何與該等醫療內容或與醫療專業人員的往來有關的責任。當您透過平台上載文件，即表示您明確同意相關醫療專業人員可下載、收集、使用及保存該文件。
(c) 您同意並保證，您有權提交該醫療內容，且在提交時不得包括任何色情、猥褻、故意冒犯、仇恨、煽動、鼓吹暴力或非法活動，或有歧視、誹謗性質，亦不得威脅、騷擾、欺騙、侵犯他人私隱、偽冒他人身份、誤導他人等。
(d) 有關您使用本服務所產生的病歷與治療紀錄，將由相關醫療專業人員依據適用的法律、規章與專業操守的要求保密保存。
預約遠距諮詢
12.(a) 您可在服務時間內透過平台預約任何可用的醫療專業人員進行遠距諮詢（服務時間詳見第14(a)條）。
(b) 若我們接受您的預約申請，您將透過平台及／或電郵及／或 WhatsApp 接收到電子排隊號碼及預計視像諮詢時間的通知。
(c) 如需收費，您必須在我們接受預約申請時全數支付諮詢費。如您同時選用其他附加服務（如配藥或送貨），我們將在您付款前清楚列明相關費用並待您確認。退款僅在第16條所述的有限情況下適用。
(d) 我們不推薦或認可任何醫院、診所或醫療服務提供者。可供預約的醫療專業人員並不構成我們對該等人員的推薦或背書。
(e) 您需自行決定選擇哪位醫療專業人員進行預約，包括是否適合處理您的症狀。我們不會推薦任何特定個人、機構或醫療專業人員。
使用服務
13.(a) 當您想使用服務時，您可在平台上選擇不同的服務項目。
(b) 您必須於預定遠距諮詢時間前至少五（5）分鐘登入平台並進入虛擬診症室。
(c) 您必須確保您的流動裝置已透過穩定的 Wi-Fi 或流動網絡連接互聯網，以便醫療專業人員可進行遠距諮詢。如因您的流動裝置的網絡問題（例如 Wi-Fi 訊號不良）導致遠距諮詢中斷或中止，醫療專業人員將等待 10 分鐘讓您重新連線至虛擬診症室。若您無法在限時內重新連線，該遠距諮詢將會終止。在此情況下，除非第16(a)條所述的特定情況適用，否則您將不獲退款。如因平台故障而導致中斷，並可由禮賓服務安排改期，亦可能獲得退款。
(d) 若醫療專業人員未能出席遠距諮詢，您可聯絡禮賓服務要求更換其他可用醫療專業人員，或取消預約並獲退款。
(e) 根據您訂閱計劃的福利，服務費可能已包括或未包括配藥費（如醫療專業人員有開藥）。如您未滿18歲，所有處方藥物必須在父母或監護人監督下服用。
(f) 如香港醫療專業人員開立病假證明及／或轉介信（合稱「醫療證明」）及／或處方藥物，該等藥物及醫療證明（僅限香港）將透過送遞服務送達您指定地址（已包括於送藥費內），或以電子格式經平台提供下載。如醫療專業人員根據其專業判斷認為有需要開藥，藥物將送至您於中國內地指定地址，所有運費、出口稅及其他費用由病人承擔。
(g) 您必須依據醫療專業人員在藥物標籤上的指示服用藥物。
(h) 藥物與醫療證明（如適用，僅限香港）之送遞服務：
您同意委任我們指定的速遞服務商為您的授權代理人，負責收取並將藥物與醫療證明（如適用）送達您指定地址或領取點。
當藥物與醫療證明（如適用）由速遞服務商寄出時，您將會透過平台、電郵及／或 WhatsApp 接收通知。
速遞人員將聯絡您安排送達時間，您或需出示身份證明文件以領取藥物與醫療證明（如適用）。
如因您個人原因導致首次送遞失敗，您可要求安排第二次送遞或親自到指定地點領取，但可能須向速遞公司支付附加費。
如自首次送遞時間起三（3）個工作日內仍未成功送達，藥物將退回配藥診所並予以銷毀，為安全起見。在此情況下，您將不獲退款，除非是速遞公司之過失所致。
(i) 我們保留絕對酌情權隨時變更、暫停或終止任何服務功能或項目。
(j) 為免生疑問，在法律許可的最大範圍內，我們對醫療專業人員所提供的任何資訊、建議、診斷、治療、服務、醫療證明或藥物概不負責、支持或背書。
(k) 在適用的香港或中國內地法律允許的最大範圍內，如您的藥物或醫療證明被他人使用、誤用、服用或處理，不論是否經您同意或知情，我們概不負責。
(l) 如會員於香港視像診症後希望獲得處方之實體副本，需支付港幣20元之額外費用。
13b. 健康檢查計劃福利
(i) 健康檢查點數與有效期：
每位會員於年度健康計劃有效期間內，可享有一次性 HK$800 的健康檢查點數（下稱「點數」），有效期為12個月，自計劃起始日起計。若於12個月內未使用，點數將自動失效。
(ii) 合資格服務：
此點數僅適用於 Heals Pass 平台市集上列明為本計劃合資格之指定健康檢查服務。服務清單可能隨時調整。可選擇以下其中之一：
中國內地地區：身體檢查
中國內地地區：牙科檢查
香港地區：身體檢查
(iii) 點數使用方式：
a. 點數僅可於有效期內使用一次，可全額或部份支付單一健康檢查預約項目之費用。
b. 點數不可兌換現金或轉讓。
(iv) 預約流程：
a. 會員需登入 Heals Pass 平台，在市集中選擇合資格檢查項目、日期與時間；
b. 系統將發出臨時通知至會員登記之通訊平台（如 WhatsApp 或 WeChat）；
c. 預約需經醫療服務提供者確認才算落實；
d. 會員需根據訊息提示回覆確認最終時間；
e. 確認後將獲發一組 QR Code，診所將於報到時核對。
(v) 預約更改與取消：
a. 會員如欲更改／取消已確認之預約，須最遲於預約前24小時經平台或聯絡診所提出；
b. 一切更改以醫療服務提供者之最終確認為準；
c. 若會員缺席或未於指定時間前取消預約，診所可向計劃管理員申報並視作該 HK$800 點數作廢。
(vi) 超出點數金額之支付：
如選擇之檢查費用超出 HK$800 點數額，會員需於完成服務後直接向診所支付差額。
14. 服務時間
(a) 香港視像診症
星期一至五：上午8時至下午11時
星期六：上午9時至下午1時
星期日及公眾假期：休息
(b) 中國內地視像診症
星期一至五：上午9時至下午7時30分
星期六：上午9時至下午1時
星期日及公眾假期：休息
(c) 健康檢查
星期一至六：上午9時至下午5時30分
星期日及公眾假期：休息
(d) 配藥送遞服務
香港：所有藥物可於同日送達。如需翌日送達亦可安排。僅限港島、九龍、新界及東涌地區；離島、愉景灣及梅窩為翌日送達。馬灣、機場、南大嶼山、貝澳、長沙、塘福、水口、石壁、寶蓮寺、大澳及限制車輛通行區域則不提供服務。
中國内地：所有藥物於與患者確認費用後由香港發貨，送遞費用如下：
o出口費：按藥物類別約為 3%-13%
o進口稅費：依中國藥品進口規定徵收
o報關費與運費：依快遞方式而異
o預計到貨時間為 5 至 7 天，偏遠地區或需更長時間
(e) 客戶禮賓服務時間（不處理退款查詢）
星期一至五：上午8:30至晚上11:00
星期六：上午9:00至下午1:00
星期日：休息
聯絡電話：+852 2592 5321 / 電郵：support@heals.asia
15. 付款
(a) 我們接受 YedPay 或其他指定電子付款方式。所有價格以港幣計算。
(b) 我們採用 TLS 加密技術確保網上交易安全，包括加密您的信用卡號、姓名及地址。您可右擊網頁查看「屬性」與「憑證」檢視安全認證。
(c) 若有送貨或配藥附加費，將會另行列明並在付款前要求您確認。
16. 退款政策
(a) 適用於香港與中國內地遠距診症服務費（不包括配藥與送遞費），在下列情況下您可獲全額退款：
您在預約時間不少於一小時前成功取消預約；
排隊候診名單中有三人以上，您選擇退出電子排隊；
因非您過失（如電力或網絡問題）導致遠距診症中斷，並能提供技術證明；
醫療專業人員未能出席診症；
醫療專業人員認為您並不適合進行遠距診症。
退款查詢請聯絡 +852 2592 5321 或電郵 cs@heals.asia
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其他條款
17. 「工作日」指星期一至六，不包括公眾假期。
18. 若您違反或我們合理懷疑您違反條款，我們有權暫停或終止服務並保留索償權利。
19. 由於服務仰賴通訊與電力系統等外部因素，運作不保證持續穩定，我們僅承諾作合理努力以維持運作。
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21. 若因天災、戰爭、罷工等不可抗力事件導致延誤或無法履行，我們不承擔責任。
22. 未經我們書面同意，您不得轉讓本條款下的任何權利與義務。
23. 除 Heals 關聯公司外，第三方無權根據《合約（第三者權利）條例》行使本條款權利。
24. 若條款中任何部分被判非法或無效，該部分將被刪除，其餘條文仍具效力。
25. 如對服務產生爭議，我們有最終決定權。
26. 我們可不時更改條款並即時生效，最新版本將上載於平台。
27. 若本條款的英文版本與中文版本有任何差異，則以中文版本為準。
28. 條款受香港特別行政區法律管轄，並以香港法院專屬管轄為準。
最後更新日期：2025年4月22日
“Go Healthy” GBA Health Care Plan
Service Terms and Conditions
In these terms and conditions (“Terms and Conditions”), "Heals" or “we” or “us” means Heals Healthcare (Asia) Limited and its affiliates, and the "Customer" or “you” means any person, firm, company or body which places an order for the Services (as defined below) with us. By using the Services, or any part of it, you agree that you have read these Terms and Conditions and that you accept and agree to be bound by them. Guests participating in the BOC “Go Healthy“ GBA Health Care Plan will receive access to the Heals Premium Plan Silver and China Plan to use related services.
About the Services (“Go Healthy” GBA Health Care Plan)
1. We may provide the following services via Heals Pass platform (the “Services”), which is a portal to our service platform (the “Portal”):
Hong Kong Medical online consultation (“HK Teleconsultation”), online booking services for Teleconsultation with a General Healthcare Professional (“HK Video Consultation” or ) to you in Hong Kong through healthcare professionals such as registered medical practitioners, pharmacists, Chinese medicine practitioners, dietitians and nurses and the relevant supporting staff (together referred to as “HK Healthcare Professionals”) on our panel which comprise our affiliated and/or third party service providers and/or independent practitioners who are Healthcare Professionals.
China Mainland Medical online consultation (“China Mainland Teleconsultation”), online booking services for Teleconsultation with a registered China General Healthcare Professional (“China Mainland Video Consultation”) to you in China through healthcare professionals such as registered medical practitioners, nurses, pharmacists and the relevant supporting staff (together referred to as “China Healthcare Professionals”) on our panel which comprise our affiliated and/or third party service providers and/or independent practitioners who are Healthcare Professionals.
Subject to professional judgment of the Healthcare Professionals & China Mainland Healthcare Professionals (as the case may be), prescription and dispensation of the necessary medications (“Dispensed Medication”), except for those classified as dangerous drugs under the Dangerous Drugs Ordinance (Cap. 134 of the laws of Hong Kong) in Hong Kong in respect of your treatment (“Remote Dispensing Services”). And in China the Dangerous Drug Ordinance (July 1st, 2008).
Handling of related enquiries by our concierge service team (“Concierge Service”) for both services.
Collecting and delivering the Dispensed Medication as your authorised agent to your designated delivery address or collection point by courier service provider within Hong Kong (“HK Delivery Service”). In Hong Kong, Delivery Service is currently limited to Hong Kong Island, Kowloon and New Territories and Tung Chung (Lantau) for same day delivery. For next day delivery, this will be the outlying islands, Discovery Bay and Mui Wo. This service is not permissible for Ma Wan, Hong Kong International Airport, South Lantau Island, Pui O, Chang Sha, Tong Fuk, Shui Hau, Shek Pik, Po Lin Monastery, Tai O and areas that vans are restricted to access.
For China Mainland (“China Mainland Delivery Service”), this service will include all the legal requirements for drug delivery cross border including, but not limited to, PLAMMS Health Department Export Certificate, Heals Clinic Invoice, Hong Kong Doctor's Office Documentation, Mainland Hospital/Clinic Documentation.
For the Health Check-Up service proposition, this is available in both Hong Kong and China Mainland. The Health Check-Up service in Hong Kong is for Medical Check-Up only and in China mainland, it will include Medical and Dental Check-Up. Through the portal, you can make the booking with our Medical Concierge for any of the Health Check-Ups. More details are available in section (13b).
2. You expressly acknowledge and accept that the use of the Services is intended for diagnosis of non-emergency conditions, which may be subject to (including but not limited to) the below limitations and risks:
diagnosis and advice are based on medical conditions as displayed to the HK & China Mainland Healthcare Professional with medical history and relevant information provided by you to the Healthcare Professional during the Teleconsultation;
security protocols and measures failure or security breaches by external parties which may lead of a breach of the applicable HK & China data privacy laws;
lack of access to your complete medical records that may limit the Healthcare Professional in making diagnosis of your condition, which in turn may lead to judgment errors by the HK & China Mainland Healthcare Professional;
emergency and immediate medical procedures and treatment which cannot be carried out in case of urgent need of medical treatment;
diagnosis, advice or treatment is based on the video image and audio conversation between the you and the HK & China Mainland Healthcare Professional during the Teleconsultation that may be adversely affected by poor quality of internet connection via Wi-Fi or mobile connection during the Teleconsultation, which in turn may lead to judgment errors by the HK & China Mainland Healthcare Professional;
delay in medical evaluation and treatment due to deficiencies or failures of the computer and mobile devices.
(together referred to as “Limitation Factors”).
3. The Services may not be appropriate for diagnosis of conditions which would require immediate medical attention or emergency care at a hospital or clinic, such as (including but not limited to):
‐ Chest pain
‐ Severe bleeding
‐ Loss of consciousness or fainting
‐ Confusion or hallucination
‐ Head or spinal injuries
‐ Moderate and Severe burns
‐ Seizures and convulsions
‐ Speech difficulty
‐ Change in mental status (such as sleeplessness)
‐ Suspected fractures or serious limb impairment
‐ Sudden and severe pain in any part of the body
‐ Respiratory symptoms which have lasted over 1 week
‐ Severe breathing difficulty and/or shortness of breath
‐ Severe nausea, vomiting, abdominal pain and/or diarrhoea
‐ Thoughts of suicide or homicide
‐ Choking
‐ Severe fever
‐ Other serious medical or similar symptoms
(together referred to as “Emergency Events”).
Prior to proceeding with an appointment for the HK & China Mainland Teleconsultation, you are urged to consider whether your condition is one of the Emergency Events or similar to the Emergency Events and consider if it is better for you to seek direct medical attention at a clinic or a hospital immediately. In case you still wish to book a Teleconsultation, please inform the HK & China Mainland Healthcare Professional at the beginning of the Teleconsultation whether you are experiencing such condition(s) for the HK & China Mainland Healthcare Professional to determine whether you are suitable for the Teleconsultation.
4. You undertake that you will provide accurate information (including but not limited to your personal information, relevant medical history and health records as requested by the HK & China Mainland Healthcare Professional) in respect of the use of the Services to enable the Healthcare Professional to make diagnosis.
5. You acknowledge and agree that (i) in using the HK & China Mainland Teleconsultation, you will enter a professional-patient relationship and may engage in transactions directly with the relevant HK & China Mainland Health Professionals; and (ii) you are using the Services solely at your own risk.
6. For the avoidance of doubt, to the fullest extent permitted by law, in no event shall we, the HK & China Mainland Healthcare Professionals nor our service providers be liable under or in connection with the occurrence of any of the Limitation Factors and/or the Emergency Events for indirect, special or consequential losses or damages of any kind, including without limitation, the deterioration of any existing medical condition, regardless of the form of action by which such losses or damages may be claimed.
Eligibility
7. You must physically be in Hong Kong at the time of the HK Teleconsultation. You must be physically in China Mainland at the time for the China Mainland Teleconsultation.
8. The Services may not be suitable for certain users (for example, if you are pregnant) and may have age restrictions. You may not make a booking request for a teleconsultation if you are under 6 years of age.
9. If you are under 18 years of age, your use of the Services (including the HK & China Mainland Teleconsultation) is required to be accompanied by your parent or guardian.
Privacy Protection
10. We are committed to safeguarding the privacy of individuals with respect to personal data. We therefore make sure that our policies and practices in relation to the collection, use, retention, transfer and access of personal data comply with the requirements of the Personal Data (Privacy) Ordinance (Chapter 486) under the laws of Hong Kong. For China Mainland Consultations, we will comply with the Personal Information Protection Law (PIPL) November 1, 2021.
Please refer to the Privacy Policy Statement for Services.
Medical Content
11. (a) During your use of Heals Services, you may be able to submit other content (including, without limitation, state of health, ailments, allergies, diseases or disabilities, medications, physical and mental characteristics, past medical and health records, photographs, family information, diagnoses and notes, details of past consultations) (Medical Content”) onto Heals technology platform via the, for access by the Healthcare Professionals. For example, when you make a booking request for a Teleconsultation, you may be able to indicate what symptoms you are experiencing and/or provide other information (which may include being able to upload documents (such as photographs) onto Heals technology platform via the Portal) for the Healthcare Professionals’ information. Any such communication of Medical Content is between you and the relevant Healthcare Professional, and we shall not be held responsible in any way in connection with any matters in relation to those Medical Content.
(b) You agree that you will be solely responsible for your Medical Content. Any Medical Content are uploaded onto the Heals technology platform (via the app) are at your own risks. We do not assume or share any Healthcare Professional’s responsibility or liability regarding any matter in relation to any Medical Content so uploaded or any correspondence with any Healthcare Professional. By uploading a document via the Portal onto the Heals technology platform, you expressly agree that the relevant Healthcare Professional may download, collect, use and retain the document.
(c) Specifically, you agree, represent and warrant that you have the right to submit the Medical Content and that when submitting Medical Content you must not submit, communicate or otherwise do anything that is sexually explicit, obscene, deliberately offensive, hateful or otherwise inflammatory, promotes violence, promotes or assists in any form of unlawful activity, discriminates against, is in any way defamatory of, any person, group or class of persons, race, sex, religion, nationality, disability, sexual orientation, age, political beliefs or membership of “trade” organisations; is intended or otherwise likely to threaten, harass, annoy, alarm, inconvenience, upset, or embarrass another person; is calculated or is otherwise likely to deceive; is intended or otherwise likely to infringe (or threaten to infringe) another person’s right to privacy, misleadingly impersonates any person or otherwise misrepresents your identity or affiliation in a way that is calculated to deceive.
(d) Your medical and treatment records for the use of the Services will be maintained by us and the relevant HK & China Mainland Healthcare Professional in accordance with the applicable legal and regulatory requirements under the laws, regulations and professional codes of conducts in Hong Kong in relation to the requirements of the relevant professional practices on a confidential basis.
Booking a Teleconsultation
12 (a) You can make a booking request for a Teleconsultation with any available HK & China Mainland Healthcare Professional via the Portal during the service hours set out under Clause 14(a) below.
(b) If your booking request is accepted by us, you will be notified via the Portal and/or email and/or WhatsApp messaging on your e-queue number and estimated time for attending the HK or China Mainland Teleconsultation.
(c) If applicable the fee for a Teleconsultation is required to be paid in full upon us accepting your booking request. In case there is additional cost for the Services (such as for Dispensed Medication and delivery) that you wish to use, we will set it out clearly for your confirmation prior to accepting payment. Refund is only available under the limited circumstances set out in Clause 16 below.
(d) We do not recommend or endorse any hospitals, clinics or healthcare providers. HK & China Mainland Healthcare Professionals made available for your booking selection should not in any way be construed as recommendation or endorsement by us of such HK & China Mainland Healthcare Professionals.
(e) You are solely responsible for selecting which HK & China Mainland Healthcare Professional you wish to book, including suitability in relation to any symptoms you may be experiencing. We cannot recommend specific individuals, hospitals, clinics, healthcare providers or HK & China Mainland Healthcare Professionals.
Use of the Services
13 (a) When you want to access the Services, you may select from different options on the Portal.
(b) You are required to login to the Portal and enter the virtual consultation room at least five (5) minutes before the scheduled time of the HK & China Mainland Teleconsultation.
(c) You are required to ensure your mobile device is connected to the Internet via a strong Wi-Fi or mobile connection for the Teleconsultation to be delivered by the HK & China Mainland Healthcare Professional. If the HK or China Mainland Teleconsultation is interrupted or disconnected due to network problem attributable from your mobile device (e.g. poor Wi-Fi reception), the HK & China Mainland Healthcare Professional will wait for 10 minutes for you to reconnect to the virtual consultation room. Failing to do so will result in termination of the HK or China Mainland Teleconsultation. In such case, no refund shall be provided, except in the limited circumstances as set out in Clause 16(a) or if the HK or China Mainland Teleconsultation is interrupted or disconnected due to Portal downtime (subject to whether an alternative time for the HK or China Mainland Teleconsultation can be arranged by the Concierge Service).
(d) If the HK & China Mainland Healthcare Professional is unable to attend the HK or China Mainland Teleconsultation, you may contact the Concierge Service to request to switch to another available HK & China Mainland Healthcare Professional; or cancel the appointment and receive a refund.
(e) Subject to the benefits included as part of our subscription plan, the service fee may be inclusive or exclusive of Dispensed Medication (if so, prescribed by the Healthcare Professional). If you are under 18 years of age, you must take the Dispensed Medication under the supervision of your parents or guardian.
(f) If a HK Healthcare Professional determines medical certificate (e.g. sick leave certificate) and/or referral letter (collectively, "Medical Certificate") and/or prescribe Dispensed Medication to you. Any such Dispensed Medication and Medical Certificate (HK only) will be delivered to your designated address via the Delivery Service (at no additional cost on the delivery fee for the prescribed Dispensed Medication) and/or via the Portal in electronic format (available for download at no additional cost). If a China Mainland Healthcare Professional determines that it is necessary and appropriate based on his/her professional judgment after the Teleconsultation, he/she may issue prescribe Dispensed Medication to you. This will be delivered to your designated address in China mainland with the costs of the delivery, export duty and any other charges paid for by the patient.
(g) You are required to follow the instructions of the HK or China Mainland Healthcare Professional on taking the Dispensed Medication as stated on the dispensing label of each respective drug.
(h) Delivery Service for Dispensed Medication and Medical Certificate (HK only and if applicable)
You agree to appoint our designated courier service provider as your authorised agent to collect and deliver the Dispensed Medication and Medical Certificate (Hong Kong only & if applicable) to your designated delivery address or collection point.
For both HK & China mainland service, a notification will be sent to you via the Portal and/or email and/or WhatsApp messaging when the Dispensed Medication and Medical Certificate (Hong Kong only & if applicable) is dispatched by the courier service provider.
The courier service provider will contact you to inform you the expected time of delivery. You may need to produce your identity document to the courier service provider to collect the Dispensed Medication and Medical Certificate (Hong Kong only & if applicable).
If the Dispensed Medication and Medical Certificate (Hong Kong only & if applicable) fails to be delivered at the first time due to your fault, then you may request the Delivery Service to make a second delivery or arrange collection at its designated collection points. In such case, you may be liable to pay a surcharge for the Delivery Service to the courier service provider.
If the Dispensed Medication cannot be delivered to you within three (3) Business Days of the initial delivery time, they will be returned to the dispensing clinic for destruction for safety reasons. You will not be entitled to any refund, unless it is due to the fault of the courier service provider.
(i) We reserve sole and absolute discretion with respect to the provision of the Services. We may, among other things, withdraw, suspend or discontinue any functionality or feature.
(j) For the avoidance of doubt, to the fullest extent permitted by law, in no event shall we be responsible or liable, endorse or support or recommend any information, advice, opinion, diagnosis, treatment, service, Medical Certificate and/or Dispensed Medication prescribed by the HK or China Mainland Healthcare Professionals.
(k) To the fullest extent permitted by law (HK or China Mainland as applicable), we shall not in any way be responsible or liable should there be any use or misuse of any of your Dispensed Medication or Medical Certificate, or if anyone is permitted to use, take and/or administer your Dispensed Medication or Medical Certificate, whether with or without your consent or knowledge.
(i) If the member following a Hong Kong consultation only would like the service provider to provide a physical copy of the prescription, then a cost of HKD20 will be required to be paid by the member prior to delivery.
13b.
Health Check benefit associated with this plan
(i) Health Check Credit and Validity:
As part of this Health Plan, the Member is entitled to a one-time Health check Credit ("Credit") with a value of HK$800. This Credit is valid for twelve (12) months commencing from the effective start date of the Member's annual Plan term, provided the Health Plan remains active and in force throughout this period. The Credit expires automatically at the end of this 12-month period if unused.
(ii) Eligible Services:
This Credit is applicable exclusively towards designated health check services that are dynamically identified and tagged as eligible for this specific Plan within the Heals Pass portal's marketplace ("Marketplace"). The list of eligible services available in the Marketplace may be subject to change. The user can select one of the following check-ups:
i.Medical Check Up (China Mainland)
ii.Dental Check Up (China Mainland)
iii.Medical Check Up (Hong Kong)
(iii) Credit Utilisation:
a. The Credit may be used only once *within its validity period (as defined in Section (i)* as either full or partial payment for a single selected eligible health check service booked via the Marketplace.
b. The Credit holds no cash value and is non-transferable.
(iv). Booking Procedure:
a. To redeem the Credit, the Member must log into the Heals Pass portal, search the Marketplace, and select an eligible health check service, preferred date, and time.
b. Upon initial selection, an automated provisional notification will be sent to the Member's registered messaging account (e.g., WeChat, WhatsApp).
c. The appointment is considered provisional until confirmed by the selected healthcare provider ("Provider") with the specific date and time.
d. The Member must actively confirm the Provider's finalized appointment details via the messaging service prompt.
e. Following the Member's final confirmation, a unique QR code will be generated and delivered via the messaging service. This QR code must be presented for verification upon check-in at the Provider's clinic.
(v). Appointment Changes and Cancellations:
a. The Member may request to change or cancel a confirmed appointment by contacting the Provider or using the designated function within the Heals Pass portal (if available) no later than twenty-four (24) hours prior to the scheduled appointment time.
b. All appointment changes are subject to the Provider's availability and confirmation.
c. Late Cancellation / No-Show:
Should the Member fail to attend the scheduled appointment without prior notice (no-show), or fail to provide the required twenty-four (24) hours' notice for cancellation or rescheduling as stipulated in section (v)a., the Healthcare Provider reserves the right, at its sole discretion, to notify the Plan Administrator that the HK$800 Credit should be considered forfeited by the Member. Members are advised to check any specific cancellation policies communicated by the Provider during the booking process.
(vi). Payment for Services Exceeding Credit Value:
If the total cost of the selected health check service exceeds the HK$800 Credit value, the Member shall be responsible for paying the outstanding balance directly to the Provider at the clinic upon completion of the service.
Service hours
14.
(a) Online Teleconsultation (Hong Kong)
Monday to Friday: 8:00am to 11.00pm
Saturdays: 9:00 am to 1:00 pm
Sundays and Public Holidays: Closed
(b) Online Teleconsultation (China Mainland)
Monday to Friday: 9:00am to 7.30pm
Saturdays: 9:00 am to 1:00 pm
Sundays and Public Holidays: Closed
(c) Health check
Monday to Saturdays: 9:00am to 5.30pm
Sundays and Public Holidays: Closed
(d) Remote Dispensing Services to your designated delivery address for both the Hong Kong & China Mainland Service.
Hong Kong
All medications can be delivered to the patient on the same day; if the patient wishes for the medication to be delivered on the next working day, this can also be accommodated.
In Hong Kong, Delivery Service is currently limited to Hong Kong Island, Kowloon and New Territories and Tung Chung (Lantau) for same day delivery. For next day delivery, this will be the outlying islands, Discovery Bay and Mui Wo. This service is not permissible for Ma Wan, Hong Kong International Airport, South Lantau Island, Pui O, Chang Sha, Tong Fuk, Shui Hau, Shek Pik, Po Lin Monastery, Tai O and areas that vans are restricted to access.
(c) Concierge Service for customer enquiries on Services and status of Delivery Service (excluding enquiry for refund — please see Clause 16 below for details)
Monday to Saturday: 8:30am to 11:00pm; Saturdays: 9:00 am to 1:00pm; Sundays: Closed.
Please contact by phone at +852 2592 5321 or by email (support@heals.asia).
China Mainland
All medications will be dispensed from Hong Kong once all medication costs have been agreed with the patient via the medical concierge. The costs are as follows:
Export Fees: There may be export fees or charges imposed by the Hong Kong authorities for exporting pharmaceutical products. These fees can vary based on the nature of the products being exported between 3%-13%
Import Duties and Taxes: China Mainland imposes import duties and taxes on goods entering the country, including pharmaceutical products. These fees are calculated based on the declared value of the goods and the specific regulations for pharmaceutical imports.
Customs Clearance Fees: There may be customs clearance fees associated with the importation of pharmaceutical products into China Mainland. These fees cover the cost of processing the shipment through customs.
Shipping Costs: The cost of shipping the medication from Hong Kong to China Mainland will depend on the shipping method chosen, such as express shipping, standard shipping, or courier services.
The expected delivery time from consultation will be within 5 to 7 days. Additional days may be required for more remote areas in China Mainland away from Tier 1-2 cities.
15. Payment
(a) We accept payment by YedPay or other designated electronic means as specified by us. All prices listed are in Hong Kong dollars.
(b) To provide secure online transactions, we employ Internet's Transport Layer Security (TLS) technology. It encrypts your personal information, including credit card number, name and address, so that it cannot be read as information travels over the Internet. To check TLS Certificate information, you can right click the mouse and choose "Properties" & "Certificates".
(c) Where there are additional charges for delivery or Dispensed Medications, such charges will be set out separately for your acknowledgement and confirmation prior to proceeding to payment.
16. Refund policy
(a) For any service fee (if any) charged for HK or China Mainland Teleconsultation (excluding medication and delivery fees) - You are eligible to a full refund if:
You have submitted a valid cancellation of a booking request for the Teleconsultation (i) not less than one hour prior to the scheduled appointment; and (ii) when you opt to quit E-Queuing when there are three or more patients ahead of you being placed in the queue of the requested General Healthcare Professional.
The Teleconsultation is terminated due to poor internet connection pursuant to Clause 13(c) above which is not due to your fault (in such case you are required to produce evidence of technical issue during the time of the Teleconsultation (e.g. sudden suspension of electricity due to network failure)).
Your Teleconsultation is cancelled pursuant to Clause 13(d) above due to the Healthcare Professional’s failure to attend the Teleconsultation.
The Healthcare Professional is of the opinion (based solely on his/her professional judgment) that you are in fact not suitable for a Teleconsultation for whatever reason.
Please contact Heals’ customer service hotline for details via +852 2592 5321or by email cs@heals.asia).
A refund is not available in any other circumstances
No refund, return or exchange is available for Dispensed Medications in any circumstances
For valid refund requests, we will refund the amount paid to the same account which you used to settle the payment or other means as agreed with you; the refund process takes about 4-6 weeks to credit your account
Others
17. “Business Day” means Monday to Saturday, except public holidays.
18. If you breach or we have reasonable grounds to believe that you have breached these Terms and Conditions, we may suspend or terminate any Services at any time and seek to recover any damages that your breach may have caused to us.
19. As the Services operate through systems which rely on communication networks, electricity networks etc., which may be beyond our control, we cannot always ensure that the Services always operate. However, we will make all reasonable efforts to ensure our system supports the operations in connection with the Services. We are not responsible for transmission errors or corruption, or compromise of information carried over local or interchange telecommunications carriers.
20. Intellectual Property: all information, data, text, music, sound, photographs, graphics, software, video, messages or other materials displayed on or available during the use of the Services (collectively the “Content”) are owned by us or are licensed to us. Such content is protected by copyright, trademarks, service marks, patents or other proprietary rights and laws. We own copyright in the selection, co-ordination, arrangement and enhancement of such Content, as well as in the content original to it. You have no rights in or to the Content. Except as expressly provided herein, you may not modify, alter, publish, transmit, redistribute, participate in the transfer or sale of, create derivative works of, or in any way exploit, any of the Content, in whole or in part without our written authorisation.
21. Force majeure: We shall not be liable for any delay or failure to perform caused by or resulting from acts of God, fire, flood, accident, riot, war, government intervention, embargoes, strikes, labour difficulties, equipment failures, or any other causes beyond our control.
22. Assignment: You shall not assign, transfer or otherwise deal with any of your rights and obligations under these Terms and Conditions with any other third party without our prior written consent.
23. Third parties’ rights: Save for the affiliates of Heals, no other person or entity who is not a user of the Services has any right under the Contracts (Rights of Third Parties) Ordinance (Chapter 623 of the Laws of Hong Kong) to enforce any provisions of these Terms and Conditions or any rights and/or benefits in connection thereunder
24. If any provision of these Terms and Conditions shall be construed to be illegal or invalid, they shall be removed from these terms, and it shall not affect the legality, validity and enforceability of the other provisions of these Terms and Conditions.
25. If any dispute arises relating to the Services, our determination shall be final.
26. We may make changes to these Terms and Conditions from time to time without prior notice. The revised Terms and Conditions will take effect when they are posted, unless we specified otherwise. A copy of the latest version of these Terms and Conditions will be available on our service platform (which may be accessed via the Portal).
27. If there is any inconsistency or conflict between the English and Chinese versions, the Chinese version shall prevail.
28. These Terms and Conditions shall be governed by the laws of the Hong Kong Special Administrative Region (“Hong Kong”), and you agree to submit to the exclusive jurisdiction of the Hong Kong courts.
Last updated – 22nd April 2025
在本條款與細則（以下稱「條款與細則」）中，「Heals」或「我們」指的是 Heals Healthcare（Asia）Limited 及其附屬公司；「客戶」或「您」指的是向我們下訂單以獲取服務（定義如下）的任何個人、公司、企業或組織。透過使用本服務或其任何部分，您即表示您已閱讀本條款與細則，並接受及同意受其約束。凡参与中银「Go Healthy 」大灣區健康醫療活动的客户，将可获得Heals尊享银卡计划及中国计划，以享用有關服务。
有關服務（「Go Healthy 」大灣區健康醫療計劃）
1.我們可能會透過 Heals Pass 平台（以下稱「平台」）提供以下服務（以下統稱「服務」）：
香港醫療線上諮詢（「香港遠距諮詢」）：提供與普通醫療保健專業人士（「香港視像諮詢」）的線上預約服務，由註冊醫生、藥劑師、中醫師、營養師及護士等醫療人員（統稱為「香港醫療專業人員」）提供服務，這些人員來自我們的合作機構及／或第三方服務提供者或獨立執業者。
中國內地醫療線上諮詢（「中國內地遠距諮詢」）：提供與註冊中國內地普通醫療保健專業人士（「中國視像諮詢」）的線上預約服務，由註冊醫生、護士、藥劑師及其他相關支援人員（統稱為「醫療專業人員」）提供服務，來自我們的合作機構及／或第三方服務提供者或獨立執業者。
根據醫療專業人員的專業判斷，開立及配發所需藥物（以下稱為「配藥」），但不包括根據香港《危險藥物條例》（香港法例第134章）列為危險藥物的藥品（「遠距配藥服務」）；在中國，則受2008年7月1日生效的《危險藥物條例》限制。
我們的禮賓服務團隊處理與以上服務有關的查詢（「禮賓服務」）。
由指定快遞服務供應商作為您的授權代理，在香港境內將配藥送至您指定地址或提取點（「香港配送服務」）。目前當日送達僅限香港島、九龍、新界及東涌；翌日配送適用於離島、愉景灣及梅窩。不適用地區包括馬灣、香港國際機場、南大嶼山、貝澳、長沙、塘福、水口、石壁、寶蓮寺、大澳及其他貨車受限制的地區。
中國內地配送服務（「中國內地配送服務」）：包括跨境藥品運送的法定要求，如PLAMMS出口證明、Heals診所發票、香港醫生證明文件、中國醫院／診所證明。
體檢服務方案：在香港與中國內地均提供。香港僅限於醫療檢查；中國內地則包含醫療與牙科檢查。您可透過平台與我們的醫療禮賓人員預約體檢服務，詳情請參見第13b節。
2.您明確承認並接受，服務僅用於診斷非緊急情況，並可能受以下限制與風險（包括但不限於）：
診斷與建議是根據您在遠距諮詢中提供的病歷及相關資訊，以及醫療專業人員所見的病況所作出；
安全協議或措施失效、或遭外部人士入侵，可能導致違反香港與中國內地適用的資料私隱法；
無法取得您完整的病歷，可能限制醫療專業人員作出準確診斷，進而導致判斷錯誤；
緊急及即時醫療程序無法於急需治療時進行；
遠距諮詢期間，診斷、建議或治療皆基於視像與音訊，若網絡連線（Wi-Fi 或流動數據）品質不佳，可能導致醫療專業人員作出錯誤判斷；
電腦或流動設備的故障可能導致醫療評估與治療延誤。
（統稱為「限制因素」）。
3.本服務可能不適用於須即時醫療處置或緊急照護的情況，包括但不限於：
胸痛
嚴重出血
意識喪失或昏厥
混亂或出現幻覺
頭部或脊椎受傷
中度至重度燒傷
抽搐與痙攣
說話困難
精神狀態改變（如長期失眠）
懷疑骨折或嚴重肢體損傷
身體任何部位突然且劇烈的疼痛
持續一週以上的呼吸道症狀
嚴重呼吸困難及／或氣促
嚴重噁心、嘔吐、腹痛及／或腹瀉
有自殺或他殺的想法
噎到
高燒
其他嚴重或類似的病徵
（統稱為「緊急事件」）。
在預約香港或中國內地遠距諮詢前，請考慮您的情況是否屬於上述緊急事件或與其相似，並考慮是否應立即前往診所或醫院就診。如您仍希望預約遠距諮詢，請於諮詢開始時向醫療專業人員如實告知您的症狀，由其判斷是否適合進行遠距諮詢。
4.您承諾提供正確的資訊（包括但不限於個人資料、相關病歷及健康紀錄），以協助醫療專業人員作出診斷。
5.您確認並同意：（i）使用香港與中國內地遠距諮詢即表示您與相關醫療專業人員建立專業與病患關係，並可能直接進行交易；（ii）您完全自行承擔使用本服務的風險。
6.為免生疑問，在法律允許的最大範圍內，醫療專業人員或我們的服務供應商，均不會就任何限制因素或緊急事件的發生而承擔任何間接、特別或後果性損失或損害（包括但不限於現有病況惡化），無論索償形式為何。
合資格條件
7. 您在進行香港遠距諮詢時，必須身處香港；進行中國內地遠距諮詢時，必須身處中國內地。
8.本服務可能不適合某些使用者（例如：孕婦），亦可能設有年齡限制。如您未滿6歲，將無法提出遠距諮詢的預約申請。
9.如您未滿18歲，您在使用服務（包括香港與中國內地遠距諮詢）時，必須有父母或監護人陪同。
私隱保障
10.我們致力保障個人資料的私隱。因此，我們確保在收集、使用、保存、轉移及查閱個人資料的政策與做法上，均遵守《個人資料（私隱）條例》（香港法例第486章）的要求。針對中國內地遠距諮詢，我們將遵守《個人信息保護法》（PIPL），自2021年11月1日生效。
請參閱服務的私隱政策聲明。
醫療內容
11.(a) 在您使用 Heals 服務期間，您可提交其他內容（包括但不限於：健康狀況、病患、過敏、疾病或殘疾、用藥情況、身心特徵、過往病歷與健康紀錄、照片、家庭資料、診斷與備註、過往諮詢詳情）（統稱為「醫療內容」），透過 Heals 科技平台提供給醫療專業人員存取。例如在您預約遠距諮詢時，可表明症狀並提供其他資訊（例如：上載照片等文件）以供參考。該醫療內容屬於您與相關醫療專業人員之間的溝通，我們對此概不負責。
(b) 您同意您將全權負責所有醫療內容。任何上載至 Heals 科技平台（包括應用程式）的醫療內容均由您自行承擔風險。我們不承擔任何與該等醫療內容或與醫療專業人員的往來有關的責任。當您透過平台上載文件，即表示您明確同意相關醫療專業人員可下載、收集、使用及保存該文件。
(c) 您同意並保證，您有權提交該醫療內容，且在提交時不得包括任何色情、猥褻、故意冒犯、仇恨、煽動、鼓吹暴力或非法活動，或有歧視、誹謗性質，亦不得威脅、騷擾、欺騙、侵犯他人私隱、偽冒他人身份、誤導他人等。
(d) 有關您使用本服務所產生的病歷與治療紀錄，將由相關醫療專業人員依據適用的法律、規章與專業操守的要求保密保存。
預約遠距諮詢
12.(a) 您可在服務時間內透過平台預約任何可用的醫療專業人員進行遠距諮詢（服務時間詳見第14(a)條）。
(b) 若我們接受您的預約申請，您將透過平台及／或電郵及／或 WhatsApp 接收到電子排隊號碼及預計視像諮詢時間的通知。
(c) 如需收費，您必須在我們接受預約申請時全數支付諮詢費。如您同時選用其他附加服務（如配藥或送貨），我們將在您付款前清楚列明相關費用並待您確認。退款僅在第16條所述的有限情況下適用。
(d) 我們不推薦或認可任何醫院、診所或醫療服務提供者。可供預約的醫療專業人員並不構成我們對該等人員的推薦或背書。
(e) 您需自行決定選擇哪位醫療專業人員進行預約，包括是否適合處理您的症狀。我們不會推薦任何特定個人、機構或醫療專業人員。
使用服務
13.(a) 當您想使用服務時，您可在平台上選擇不同的服務項目。
(b) 您必須於預定遠距諮詢時間前至少五（5）分鐘登入平台並進入虛擬診症室。
(c) 您必須確保您的流動裝置已透過穩定的 Wi-Fi 或流動網絡連接互聯網，以便醫療專業人員可進行遠距諮詢。如因您的流動裝置的網絡問題（例如 Wi-Fi 訊號不良）導致遠距諮詢中斷或中止，醫療專業人員將等待 10 分鐘讓您重新連線至虛擬診症室。若您無法在限時內重新連線，該遠距諮詢將會終止。在此情況下，除非第16(a)條所述的特定情況適用，否則您將不獲退款。如因平台故障而導致中斷，並可由禮賓服務安排改期，亦可能獲得退款。
(d) 若醫療專業人員未能出席遠距諮詢，您可聯絡禮賓服務要求更換其他可用醫療專業人員，或取消預約並獲退款。
(e) 根據您訂閱計劃的福利，服務費可能已包括或未包括配藥費（如醫療專業人員有開藥）。如您未滿18歲，所有處方藥物必須在父母或監護人監督下服用。
(f) 如香港醫療專業人員開立病假證明及／或轉介信（合稱「醫療證明」）及／或處方藥物，該等藥物及醫療證明（僅限香港）將透過送遞服務送達您指定地址（已包括於送藥費內），或以電子格式經平台提供下載。如醫療專業人員根據其專業判斷認為有需要開藥，藥物將送至您於中國內地指定地址，所有運費、出口稅及其他費用由病人承擔。
(g) 您必須依據醫療專業人員在藥物標籤上的指示服用藥物。
(h) 藥物與醫療證明（如適用，僅限香港）之送遞服務：
您同意委任我們指定的速遞服務商為您的授權代理人，負責收取並將藥物與醫療證明（如適用）送達您指定地址或領取點。
當藥物與醫療證明（如適用）由速遞服務商寄出時，您將會透過平台、電郵及／或 WhatsApp 接收通知。
速遞人員將聯絡您安排送達時間，您或需出示身份證明文件以領取藥物與醫療證明（如適用）。
如因您個人原因導致首次送遞失敗，您可要求安排第二次送遞或親自到指定地點領取，但可能須向速遞公司支付附加費。
如自首次送遞時間起三（3）個工作日內仍未成功送達，藥物將退回配藥診所並予以銷毀，為安全起見。在此情況下，您將不獲退款，除非是速遞公司之過失所致。
(i) 我們保留絕對酌情權隨時變更、暫停或終止任何服務功能或項目。
(j) 為免生疑問，在法律許可的最大範圍內，我們對醫療專業人員所提供的任何資訊、建議、診斷、治療、服務、醫療證明或藥物概不負責、支持或背書。
(k) 在適用的香港或中國內地法律允許的最大範圍內，如您的藥物或醫療證明被他人使用、誤用、服用或處理，不論是否經您同意或知情，我們概不負責。
(l) 如會員於香港視像診症後希望獲得處方之實體副本，需支付港幣20元之額外費用。
13b. 健康檢查計劃福利
(i) 健康檢查點數與有效期：
每位會員於年度健康計劃有效期間內，可享有一次性 HK$800 的健康檢查點數（下稱「點數」），有效期為12個月，自計劃起始日起計。若於12個月內未使用，點數將自動失效。
(ii) 合資格服務：
此點數僅適用於 Heals Pass 平台市集上列明為本計劃合資格之指定健康檢查服務。服務清單可能隨時調整。可選擇以下其中之一：
中國內地地區：身體檢查
中國內地地區：牙科檢查
香港地區：身體檢查
(iii) 點數使用方式：
a. 點數僅可於有效期內使用一次，可全額或部份支付單一健康檢查預約項目之費用。
b. 點數不可兌換現金或轉讓。
(iv) 預約流程：
a. 會員需登入 Heals Pass 平台，在市集中選擇合資格檢查項目、日期與時間；
b. 系統將發出臨時通知至會員登記之通訊平台（如 WhatsApp 或 WeChat）；
c. 預約需經醫療服務提供者確認才算落實；
d. 會員需根據訊息提示回覆確認最終時間；
e. 確認後將獲發一組 QR Code，診所將於報到時核對。
(v) 預約更改與取消：
a. 會員如欲更改／取消已確認之預約，須最遲於預約前24小時經平台或聯絡診所提出；
b. 一切更改以醫療服務提供者之最終確認為準；
c. 若會員缺席或未於指定時間前取消預約，診所可向計劃管理員申報並視作該 HK$800 點數作廢。
(vi) 超出點數金額之支付：
如選擇之檢查費用超出 HK$800 點數額，會員需於完成服務後直接向診所支付差額。
14. 服務時間
(a) 香港視像診症
星期一至五：上午8時至下午11時
星期六：上午9時至下午1時
星期日及公眾假期：休息
(b) 中國內地視像診症
星期一至五：上午9時至下午7時30分
星期六：上午9時至下午1時
星期日及公眾假期：休息
(c) 健康檢查
星期一至六：上午9時至下午5時30分
星期日及公眾假期：休息
(d) 配藥送遞服務
香港：所有藥物可於同日送達。如需翌日送達亦可安排。僅限港島、九龍、新界及東涌地區；離島、愉景灣及梅窩為翌日送達。馬灣、機場、南大嶼山、貝澳、長沙、塘福、水口、石壁、寶蓮寺、大澳及限制車輛通行區域則不提供服務。
中國内地：所有藥物於與患者確認費用後由香港發貨，送遞費用如下：
o出口費：按藥物類別約為 3%-13%
o進口稅費：依中國藥品進口規定徵收
o報關費與運費：依快遞方式而異
o預計到貨時間為 5 至 7 天，偏遠地區或需更長時間
(e) 客戶禮賓服務時間（不處理退款查詢）
星期一至五：上午8:30至晚上11:00
星期六：上午9:00至下午1:00
星期日：休息
聯絡電話：+852 2592 5321 / 電郵：support@heals.asia
15. 付款
(a) 我們接受 YedPay 或其他指定電子付款方式。所有價格以港幣計算。
(b) 我們採用 TLS 加密技術確保網上交易安全，包括加密您的信用卡號、姓名及地址。您可右擊網頁查看「屬性」與「憑證」檢視安全認證。
(c) 若有送貨或配藥附加費，將會另行列明並在付款前要求您確認。
16. 退款政策
(a) 適用於香港與中國內地遠距診症服務費（不包括配藥與送遞費），在下列情況下您可獲全額退款：
您在預約時間不少於一小時前成功取消預約；
排隊候診名單中有三人以上，您選擇退出電子排隊；
因非您過失（如電力或網絡問題）導致遠距診症中斷，並能提供技術證明；
醫療專業人員未能出席診症；
醫療專業人員認為您並不適合進行遠距診症。
退款查詢請聯絡 +852 2592 5321 或電郵 cs@heals.asia
其他情況概不退款
所有配藥服務不設退換或退款
經確認退款之款項將退回原付款帳戶，處理時間約為4至6週
其他條款
17. 「工作日」指星期一至六，不包括公眾假期。
18. 若您違反或我們合理懷疑您違反條款，我們有權暫停或終止服務並保留索償權利。
19. 由於服務仰賴通訊與電力系統等外部因素，運作不保證持續穩定，我們僅承諾作合理努力以維持運作。
20. 所有內容受版權及其他知識產權保護，未經授權不得修改、傳播、轉售、創作衍生作品或以其他方式使用。
21. 若因天災、戰爭、罷工等不可抗力事件導致延誤或無法履行，我們不承擔責任。
22. 未經我們書面同意，您不得轉讓本條款下的任何權利與義務。
23. 除 Heals 關聯公司外，第三方無權根據《合約（第三者權利）條例》行使本條款權利。
24. 若條款中任何部分被判非法或無效，該部分將被刪除，其餘條文仍具效力。
25. 如對服務產生爭議，我們有最終決定權。
26. 我們可不時更改條款並即時生效，最新版本將上載於平台。
27. 若本條款的英文版本與中文版本有任何差異，則以中文版本為準。
28. 條款受香港特別行政區法律管轄，並以香港法院專屬管轄為準。
最後更新日期：2025年4月22日
“Go Healthy” GBA Health Care Plan
Service Terms and Conditions
In these terms and conditions (“Terms and Conditions”), "Heals" or “we” or “us” means Heals Healthcare (Asia) Limited and its affiliates, and the "Customer" or “you” means any person, firm, company or body which places an order for the Services (as defined below) with us. By using the Services, or any part of it, you agree that you have read these Terms and Conditions and that you accept and agree to be bound by them. Guests participating in the BOC “Go Healthy“ GBA Health Care Plan will receive access to the Heals Premium Plan Silver and China Plan to use related services.
About the Services (“Go Healthy” GBA Health Care Plan)
1. We may provide the following services via Heals Pass platform (the “Services”), which is a portal to our service platform (the “Portal”):
Hong Kong Medical online consultation (“HK Teleconsultation”), online booking services for Teleconsultation with a General Healthcare Professional (“HK Video Consultation” or ) to you in Hong Kong through healthcare professionals such as registered medical practitioners, pharmacists, Chinese medicine practitioners, dietitians and nurses and the relevant supporting staff (together referred to as “HK Healthcare Professionals”) on our panel which comprise our affiliated and/or third party service providers and/or independent practitioners who are Healthcare Professionals.
China Mainland Medical online consultation (“China Mainland Teleconsultation”), online booking services for Teleconsultation with a registered China General Healthcare Professional (“China Mainland Video Consultation”) to you in China through healthcare professionals such as registered medical practitioners, nurses, pharmacists and the relevant supporting staff (together referred to as “China Healthcare Professionals”) on our panel which comprise our affiliated and/or third party service providers and/or independent practitioners who are Healthcare Professionals.
Subject to professional judgment of the Healthcare Professionals & China Mainland Healthcare Professionals (as the case may be), prescription and dispensation of the necessary medications (“Dispensed Medication”), except for those classified as dangerous drugs under the Dangerous Drugs Ordinance (Cap. 134 of the laws of Hong Kong) in Hong Kong in respect of your treatment (“Remote Dispensing Services”). And in China the Dangerous Drug Ordinance (July 1st, 2008).
Handling of related enquiries by our concierge service team (“Concierge Service”) for both services.
Collecting and delivering the Dispensed Medication as your authorised agent to your designated delivery address or collection point by courier service provider within Hong Kong (“HK Delivery Service”). In Hong Kong, Delivery Service is currently limited to Hong Kong Island, Kowloon and New Territories and Tung Chung (Lantau) for same day delivery. For next day delivery, this will be the outlying islands, Discovery Bay and Mui Wo. This service is not permissible for Ma Wan, Hong Kong International Airport, South Lantau Island, Pui O, Chang Sha, Tong Fuk, Shui Hau, Shek Pik, Po Lin Monastery, Tai O and areas that vans are restricted to access.
For China Mainland (“China Mainland Delivery Service”), this service will include all the legal requirements for drug delivery cross border including, but not limited to, PLAMMS Health Department Export Certificate, Heals Clinic Invoice, Hong Kong Doctor's Office Documentation, Mainland Hospital/Clinic Documentation.
For the Health Check-Up service proposition, this is available in both Hong Kong and China Mainland. The Health Check-Up service in Hong Kong is for Medical Check-Up only and in China mainland, it will include Medical and Dental Check-Up. Through the portal, you can make the booking with our Medical Concierge for any of the Health Check-Ups. More details are available in section (13b).
2. You expressly acknowledge and accept that the use of the Services is intended for diagnosis of non-emergency conditions, which may be subject to (including but not limited to) the below limitations and risks:
diagnosis and advice are based on medical conditions as displayed to the HK & China Mainland Healthcare Professional with medical history and relevant information provided by you to the Healthcare Professional during the Teleconsultation;
security protocols and measures failure or security breaches by external parties which may lead of a breach of the applicable HK & China data privacy laws;
lack of access to your complete medical records that may limit the Healthcare Professional in making diagnosis of your condition, which in turn may lead to judgment errors by the HK & China Mainland Healthcare Professional;
emergency and immediate medical procedures and treatment which cannot be carried out in case of urgent need of medical treatment;
diagnosis, advice or treatment is based on the video image and audio conversation between the you and the HK & China Mainland Healthcare Professional during the Teleconsultation that may be adversely affected by poor quality of internet connection via Wi-Fi or mobile connection during the Teleconsultation, which in turn may lead to judgment errors by the HK & China Mainland Healthcare Professional;
delay in medical evaluation and treatment due to deficiencies or failures of the computer and mobile devices.
(together referred to as “Limitation Factors”).
3. The Services may not be appropriate for diagnosis of conditions which would require immediate medical attention or emergency care at a hospital or clinic, such as (including but not limited to):
‐ Chest pain
‐ Severe bleeding
‐ Loss of consciousness or fainting
‐ Confusion or hallucination
‐ Head or spinal injuries
‐ Moderate and Severe burns
‐ Seizures and convulsions
‐ Speech difficulty
‐ Change in mental status (such as sleeplessness)
‐ Suspected fractures or serious limb impairment
‐ Sudden and severe pain in any part of the body
‐ Respiratory symptoms which have lasted over 1 week
‐ Severe breathing difficulty and/or shortness of breath
‐ Severe nausea, vomiting, abdominal pain and/or diarrhoea
‐ Thoughts of suicide or homicide
‐ Choking
‐ Severe fever
‐ Other serious medical or similar symptoms
(together referred to as “Emergency Events”).
Prior to proceeding with an appointment for the HK & China Mainland Teleconsultation, you are urged to consider whether your condition is one of the Emergency Events or similar to the Emergency Events and consider if it is better for you to seek direct medical attention at a clinic or a hospital immediately. In case you still wish to book a Teleconsultation, please inform the HK & China Mainland Healthcare Professional at the beginning of the Teleconsultation whether you are experiencing such condition(s) for the HK & China Mainland Healthcare Professional to determine whether you are suitable for the Teleconsultation.
4. You undertake that you will provide accurate information (including but not limited to your personal information, relevant medical history and health records as requested by the HK & China Mainland Healthcare Professional) in respect of the use of the Services to enable the Healthcare Professional to make diagnosis.
5. You acknowledge and agree that (i) in using the HK & China Mainland Teleconsultation, you will enter a professional-patient relationship and may engage in transactions directly with the relevant HK & China Mainland Health Professionals; and (ii) you are using the Services solely at your own risk.
6. For the avoidance of doubt, to the fullest extent permitted by law, in no event shall we, the HK & China Mainland Healthcare Professionals nor our service providers be liable under or in connection with the occurrence of any of the Limitation Factors and/or the Emergency Events for indirect, special or consequential losses or damages of any kind, including without limitation, the deterioration of any existing medical condition, regardless of the form of action by which such losses or damages may be claimed.
Eligibility
7. You must physically be in Hong Kong at the time of the HK Teleconsultation. You must be physically in China Mainland at the time for the China Mainland Teleconsultation.
8. The Services may not be suitable for certain users (for example, if you are pregnant) and may have age restrictions. You may not make a booking request for a teleconsultation if you are under 6 years of age.
9. If you are under 18 years of age, your use of the Services (including the HK & China Mainland Teleconsultation) is required to be accompanied by your parent or guardian.
Privacy Protection
10. We are committed to safeguarding the privacy of individuals with respect to personal data. We therefore make sure that our policies and practices in relation to the collection, use, retention, transfer and access of personal data comply with the requirements of the Personal Data (Privacy) Ordinance (Chapter 486) under the laws of Hong Kong. For China Mainland Consultations, we will comply with the Personal Information Protection Law (PIPL) November 1, 2021.
Please refer to the Privacy Policy Statement for Services.
Medical Content
11. (a) During your use of Heals Services, you may be able to submit other content (including, without limitation, state of health, ailments, allergies, diseases or disabilities, medications, physical and mental characteristics, past medical and health records, photographs, family information, diagnoses and notes, details of past consultations) (Medical Content”) onto Heals technology platform via the, for access by the Healthcare Professionals. For example, when you make a booking request for a Teleconsultation, you may be able to indicate what symptoms you are experiencing and/or provide other information (which may include being able to upload documents (such as photographs) onto Heals technology platform via the Portal) for the Healthcare Professionals’ information. Any such communication of Medical Content is between you and the relevant Healthcare Professional, and we shall not be held responsible in any way in connection with any matters in relation to those Medical Content.
(b) You agree that you will be solely responsible for your Medical Content. Any Medical Content are uploaded onto the Heals technology platform (via the app) are at your own risks. We do not assume or share any Healthcare Professional’s responsibility or liability regarding any matter in relation to any Medical Content so uploaded or any correspondence with any Healthcare Professional. By uploading a document via the Portal onto the Heals technology platform, you expressly agree that the relevant Healthcare Professional may download, collect, use and retain the document.
(c) Specifically, you agree, represent and warrant that you have the right to submit the Medical Content and that when submitting Medical Content you must not submit, communicate or otherwise do anything that is sexually explicit, obscene, deliberately offensive, hateful or otherwise inflammatory, promotes violence, promotes or assists in any form of unlawful activity, discriminates against, is in any way defamatory of, any person, group or class of persons, race, sex, religion, nationality, disability, sexual orientation, age, political beliefs or membership of “trade” organisations; is intended or otherwise likely to threaten, harass, annoy, alarm, inconvenience, upset, or embarrass another person; is calculated or is otherwise likely to deceive; is intended or otherwise likely to infringe (or threaten to infringe) another person’s right to privacy, misleadingly impersonates any person or otherwise misrepresents your identity or affiliation in a way that is calculated to deceive.
(d) Your medical and treatment records for the use of the Services will be maintained by us and the relevant HK & China Mainland Healthcare Professional in accordance with the applicable legal and regulatory requirements under the laws, regulations and professional codes of conducts in Hong Kong in relation to the requirements of the relevant professional practices on a confidential basis.
Booking a Teleconsultation
12 (a) You can make a booking request for a Teleconsultation with any available HK & China Mainland Healthcare Professional via the Portal during the service hours set out under Clause 14(a) below.
(b) If your booking request is accepted by us, you will be notified via the Portal and/or email and/or WhatsApp messaging on your e-queue number and estimated time for attending the HK or China Mainland Teleconsultation.
(c) If applicable the fee for a Teleconsultation is required to be paid in full upon us accepting your booking request. In case there is additional cost for the Services (such as for Dispensed Medication and delivery) that you wish to use, we will set it out clearly for your confirmation prior to accepting payment. Refund is only available under the limited circumstances set out in Clause 16 below.
(d) We do not recommend or endorse any hospitals, clinics or healthcare providers. HK & China Mainland Healthcare Professionals made available for your booking selection should not in any way be construed as recommendation or endorsement by us of such HK & China Mainland Healthcare Professionals.
(e) You are solely responsible for selecting which HK & China Mainland Healthcare Professional you wish to book, including suitability in relation to any symptoms you may be experiencing. We cannot recommend specific individuals, hospitals, clinics, healthcare providers or HK & China Mainland Healthcare Professionals.
Use of the Services
13 (a) When you want to access the Services, you may select from different options on the Portal.
(b) You are required to login to the Portal and enter the virtual consultation room at least five (5) minutes before the scheduled time of the HK & China Mainland Teleconsultation.
(c) You are required to ensure your mobile device is connected to the Internet via a strong Wi-Fi or mobile connection for the Teleconsultation to be delivered by the HK & China Mainland Healthcare Professional. If the HK or China Mainland Teleconsultation is interrupted or disconnected due to network problem attributable from your mobile device (e.g. poor Wi-Fi reception), the HK & China Mainland Healthcare Professional will wait for 10 minutes for you to reconnect to the virtual consultation room. Failing to do so will result in termination of the HK or China Mainland Teleconsultation. In such case, no refund shall be provided, except in the limited circumstances as set out in Clause 16(a) or if the HK or China Mainland Teleconsultation is interrupted or disconnected due to Portal downtime (subject to whether an alternative time for the HK or China Mainland Teleconsultation can be arranged by the Concierge Service).
(d) If the HK & China Mainland Healthcare Professional is unable to attend the HK or China Mainland Teleconsultation, you may contact the Concierge Service to request to switch to another available HK & China Mainland Healthcare Professional; or cancel the appointment and receive a refund.
(e) Subject to the benefits included as part of our subscription plan, the service fee may be inclusive or exclusive of Dispensed Medication (if so, prescribed by the Healthcare Professional). If you are under 18 years of age, you must take the Dispensed Medication under the supervision of your parents or guardian.
(f) If a HK Healthcare Professional determines medical certificate (e.g. sick leave certificate) and/or referral letter (collectively, "Medical Certificate") and/or prescribe Dispensed Medication to you. Any such Dispensed Medication and Medical Certificate (HK only) will be delivered to your designated address via the Delivery Service (at no additional cost on the delivery fee for the prescribed Dispensed Medication) and/or via the Portal in electronic format (available for download at no additional cost). If a China Mainland Healthcare Professional determines that it is necessary and appropriate based on his/her professional judgment after the Teleconsultation, he/she may issue prescribe Dispensed Medication to you. This will be delivered to your designated address in China mainland with the costs of the delivery, export duty and any other charges paid for by the patient.
(g) You are required to follow the instructions of the HK or China Mainland Healthcare Professional on taking the Dispensed Medication as stated on the dispensing label of each respective drug.
(h) Delivery Service for Dispensed Medication and Medical Certificate (HK only and if applicable)
You agree to appoint our designated courier service provider as your authorised agent to collect and deliver the Dispensed Medication and Medical Certificate (Hong Kong only & if applicable) to your designated delivery address or collection point.
For both HK & China mainland service, a notification will be sent to you via the Portal and/or email and/or WhatsApp messaging when the Dispensed Medication and Medical Certificate (Hong Kong only & if applicable) is dispatched by the courier service provider.
The courier service provider will contact you to inform you the expected time of delivery. You may need to produce your identity document to the courier service provider to collect the Dispensed Medication and Medical Certificate (Hong Kong only & if applicable).
If the Dispensed Medication and Medical Certificate (Hong Kong only & if applicable) fails to be delivered at the first time due to your fault, then you may request the Delivery Service to make a second delivery or arrange collection at its designated collection points. In such case, you may be liable to pay a surcharge for the Delivery Service to the courier service provider.
If the Dispensed Medication cannot be delivered to you within three (3) Business Days of the initial delivery time, they will be returned to the dispensing clinic for destruction for safety reasons. You will not be entitled to any refund, unless it is due to the fault of the courier service provider.
(i) We reserve sole and absolute discretion with respect to the provision of the Services. We may, among other things, withdraw, suspend or discontinue any functionality or feature.
(j) For the avoidance of doubt, to the fullest extent permitted by law, in no event shall we be responsible or liable, endorse or support or recommend any information, advice, opinion, diagnosis, treatment, service, Medical Certificate and/or Dispensed Medication prescribed by the HK or China Mainland Healthcare Professionals.
(k) To the fullest extent permitted by law (HK or China Mainland as applicable), we shall not in any way be responsible or liable should there be any use or misuse of any of your Dispensed Medication or Medical Certificate, or if anyone is permitted to use, take and/or administer your Dispensed Medication or Medical Certificate, whether with or without your consent or knowledge.
(i) If the member following a Hong Kong consultation only would like the service provider to provide a physical copy of the prescription, then a cost of HKD20 will be required to be paid by the member prior to delivery.
13b.
Health Check benefit associated with this plan
(i) Health Check Credit and Validity:
As part of this Health Plan, the Member is entitled to a one-time Health check Credit ("Credit") with a value of HK$800. This Credit is valid for twelve (12) months commencing from the effective start date of the Member's annual Plan term, provided the Health Plan remains active and in force throughout this period. The Credit expires automatically at the end of this 12-month period if unused.
(ii) Eligible Services:
This Credit is applicable exclusively towards designated health check services that are dynamically identified and tagged as eligible for this specific Plan within the Heals Pass portal's marketplace ("Marketplace"). The list of eligible services available in the Marketplace may be subject to change. The user can select one of the following check-ups:
i.Medical Check Up (China Mainland)
ii.Dental Check Up (China Mainland)
iii.Medical Check Up (Hong Kong)
(iii) Credit Utilisation:
a. The Credit may be used only once *within its validity period (as defined in Section (i)* as either full or partial payment for a single selected eligible health check service booked via the Marketplace.
b. The Credit holds no cash value and is non-transferable.
(iv). Booking Procedure:
a. To redeem the Credit, the Member must log into the Heals Pass portal, search the Marketplace, and select an eligible health check service, preferred date, and time.
b. Upon initial selection, an automated provisional notification will be sent to the Member's registered messaging account (e.g., WeChat, WhatsApp).
c. The appointment is considered provisional until confirmed by the selected healthcare provider ("Provider") with the specific date and time.
d. The Member must actively confirm the Provider's finalized appointment details via the messaging service prompt.
e. Following the Member's final confirmation, a unique QR code will be generated and delivered via the messaging service. This QR code must be presented for verification upon check-in at the Provider's clinic.
(v). Appointment Changes and Cancellations:
a. The Member may request to change or cancel a confirmed appointment by contacting the Provider or using the designated function within the Heals Pass portal (if available) no later than twenty-four (24) hours prior to the scheduled appointment time.
b. All appointment changes are subject to the Provider's availability and confirmation.
c. Late Cancellation / No-Show:
Should the Member fail to attend the scheduled appointment without prior notice (no-show), or fail to provide the required twenty-four (24) hours' notice for cancellation or rescheduling as stipulated in section (v)a., the Healthcare Provider reserves the right, at its sole discretion, to notify the Plan Administrator that the HK$800 Credit should be considered forfeited by the Member. Members are advised to check any specific cancellation policies communicated by the Provider during the booking process.
(vi). Payment for Services Exceeding Credit Value:
If the total cost of the selected health check service exceeds the HK$800 Credit value, the Member shall be responsible for paying the outstanding balance directly to the Provider at the clinic upon completion of the service.
Service hours
14.
(a) Online Teleconsultation (Hong Kong)
Monday to Friday: 8:00am to 11.00pm
Saturdays: 9:00 am to 1:00 pm
Sundays and Public Holidays: Closed
(b) Online Teleconsultation (China Mainland)
Monday to Friday: 9:00am to 7.30pm
Saturdays: 9:00 am to 1:00 pm
Sundays and Public Holidays: Closed
(c) Health check
Monday to Saturdays: 9:00am to 5.30pm
Sundays and Public Holidays: Closed
(d) Remote Dispensing Services to your designated delivery address for both the Hong Kong & China Mainland Service.
Hong Kong
All medications can be delivered to the patient on the same day; if the patient wishes for the medication to be delivered on the next working day, this can also be accommodated.
In Hong Kong, Delivery Service is currently limited to Hong Kong Island, Kowloon and New Territories and Tung Chung (Lantau) for same day delivery. For next day delivery, this will be the outlying islands, Discovery Bay and Mui Wo. This service is not permissible for Ma Wan, Hong Kong International Airport, South Lantau Island, Pui O, Chang Sha, Tong Fuk, Shui Hau, Shek Pik, Po Lin Monastery, Tai O and areas that vans are restricted to access.
(c) Concierge Service for customer enquiries on Services and status of Delivery Service (excluding enquiry for refund — please see Clause 16 below for details)
Monday to Saturday: 8:30am to 11:00pm; Saturdays: 9:00 am to 1:00pm; Sundays: Closed.
Please contact by phone at +852 2592 5321 or by email (support@heals.asia).
China Mainland
All medications will be dispensed from Hong Kong once all medication costs have been agreed with the patient via the medical concierge. The costs are as follows:
Export Fees: There may be export fees or charges imposed by the Hong Kong authorities for exporting pharmaceutical products. These fees can vary based on the nature of the products being exported between 3%-13%
Import Duties and Taxes: China Mainland imposes import duties and taxes on goods entering the country, including pharmaceutical products. These fees are calculated based on the declared value of the goods and the specific regulations for pharmaceutical imports.
Customs Clearance Fees: There may be customs clearance fees associated with the importation of pharmaceutical products into China Mainland. These fees cover the cost of processing the shipment through customs.
Shipping Costs: The cost of shipping the medication from Hong Kong to China Mainland will depend on the shipping method chosen, such as express shipping, standard shipping, or courier services.
The expected delivery time from consultation will be within 5 to 7 days. Additional days may be required for more remote areas in China Mainland away from Tier 1-2 cities.
15. Payment
(a) We accept payment by YedPay or other designated electronic means as specified by us. All prices listed are in Hong Kong dollars.
(b) To provide secure online transactions, we employ Internet's Transport Layer Security (TLS) technology. It encrypts your personal information, including credit card number, name and address, so that it cannot be read as information travels over the Internet. To check TLS Certificate information, you can right click the mouse and choose "Properties" & "Certificates".
(c) Where there are additional charges for delivery or Dispensed Medications, such charges will be set out separately for your acknowledgement and confirmation prior to proceeding to payment.
16. Refund policy
(a) For any service fee (if any) charged for HK or China Mainland Teleconsultation (excluding medication and delivery fees) - You are eligible to a full refund if:
You have submitted a valid cancellation of a booking request for the Teleconsultation (i) not less than one hour prior to the scheduled appointment; and (ii) when you opt to quit E-Queuing when there are three or more patients ahead of you being placed in the queue of the requested General Healthcare Professional.
The Teleconsultation is terminated due to poor internet connection pursuant to Clause 13(c) above which is not due to your fault (in such case you are required to produce evidence of technical issue during the time of the Teleconsultation (e.g. sudden suspension of electricity due to network failure)).
Your Teleconsultation is cancelled pursuant to Clause 13(d) above due to the Healthcare Professional’s failure to attend the Teleconsultation.
The Healthcare Professional is of the opinion (based solely on his/her professional judgment) that you are in fact not suitable for a Teleconsultation for whatever reason.
Please contact Heals’ customer service hotline for details via +852 2592 5321or by email cs@heals.asia).
A refund is not available in any other circumstances
No refund, return or exchange is available for Dispensed Medications in any circumstances
For valid refund requests, we will refund the amount paid to the same account which you used to settle the payment or other means as agreed with you; the refund process takes about 4-6 weeks to credit your account
Others
17. “Business Day” means Monday to Saturday, except public holidays.
18. If you breach or we have reasonable grounds to believe that you have breached these Terms and Conditions, we may suspend or terminate any Services at any time and seek to recover any damages that your breach may have caused to us.
19. As the Services operate through systems which rely on communication networks, electricity networks etc., which may be beyond our control, we cannot always ensure that the Services always operate. However, we will make all reasonable efforts to ensure our system supports the operations in connection with the Services. We are not responsible for transmission errors or corruption, or compromise of information carried over local or interchange telecommunications carriers.
20. Intellectual Property: all information, data, text, music, sound, photographs, graphics, software, video, messages or other materials displayed on or available during the use of the Services (collectively the “Content”) are owned by us or are licensed to us. Such content is protected by copyright, trademarks, service marks, patents or other proprietary rights and laws. We own copyright in the selection, co-ordination, arrangement and enhancement of such Content, as well as in the content original to it. You have no rights in or to the Content. Except as expressly provided herein, you may not modify, alter, publish, transmit, redistribute, participate in the transfer or sale of, create derivative works of, or in any way exploit, any of the Content, in whole or in part without our written authorisation.
21. Force majeure: We shall not be liable for any delay or failure to perform caused by or resulting from acts of God, fire, flood, accident, riot, war, government intervention, embargoes, strikes, labour difficulties, equipment failures, or any other causes beyond our control.
22. Assignment: You shall not assign, transfer or otherwise deal with any of your rights and obligations under these Terms and Conditions with any other third party without our prior written consent.
23. Third parties’ rights: Save for the affiliates of Heals, no other person or entity who is not a user of the Services has any right under the Contracts (Rights of Third Parties) Ordinance (Chapter 623 of the Laws of Hong Kong) to enforce any provisions of these Terms and Conditions or any rights and/or benefits in connection thereunder
24. If any provision of these Terms and Conditions shall be construed to be illegal or invalid, they shall be removed from these terms, and it shall not affect the legality, validity and enforceability of the other provisions of these Terms and Conditions.
25. If any dispute arises relating to the Services, our determination shall be final.
26. We may make changes to these Terms and Conditions from time to time without prior notice. The revised Terms and Conditions will take effect when they are posted, unless we specified otherwise. A copy of the latest version of these Terms and Conditions will be available on our service platform (which may be accessed via the Portal).
27. If there is any inconsistency or conflict between the English and Chinese versions, the Chinese version shall prevail.
28. These Terms and Conditions shall be governed by the laws of the Hong Kong Special Administrative Region (“Hong Kong”), and you agree to submit to the exclusive jurisdiction of the Hong Kong courts.
Last updated – 22nd April 2025
