Terms of Service

Effective date: October 14, 2026

These Terms of Service (“Terms”) govern your use of the Mérida Health Connect website, appointment-booking services, healthcare navigation services, and concierge coordination services.

Mérida Health Connect (“MHC,” “we,” “us,” or “our”) is operated by Nicolas Joseph Vanderzanden Flores, based in Mérida, Yucatán, Mexico.

By booking or purchasing services, you acknowledge that you have read and agree to these Terms, subject to your rights under applicable law.

1. Nature of Our Services

Mérida Health Connect provides healthcare navigation, client coordination, arrangement of consultations with independent physicians, and optional healthcare travel concierge services for individuals considering private healthcare in Mérida, Mexico.

MHC does not provide medical, nursing, or other healthcare services.

Our services may include:

• Initial client intake and information gathering.
• Arranging consultations with independent, qualified physicians.
• Coordinating referrals, specialist appointments, and diagnostic testing.
• Helping clients obtain information about anticipated medical expenses.
• Coordinating transportation, accommodation, and travel-related logistics.
• Providing administrative assistance before, during, and after a client’s visit to Mérida.

The exact services included in any concierge package will be specified in a separate written proposal or service agreement.

2. Distinction Between Healthcare Navigation and Medical Care

Initial client intake is an administrative and informational service. It is not a medical consultation, diagnosis, nursing assessment, or treatment.

Medical assessments, diagnoses, treatment recommendations, prescriptions, and referrals requiring medical judgment are performed by appropriately licensed healthcare professionals who are independent of MHC.

MHC and its client coordinators do not provide medical treatment or clinical decision-making.

Clients remain free to accept, decline, or seek a second opinion concerning any medical recommendation.

3. Initial Client Intake

The initial intake appointment is intended to gather information about your medical concerns, treatment goals, relevant history, available records, travel preferences, and coordination needs.

Base fee: $700 MXN, plus any applicable taxes disclosed at checkout.

Payment is required before the appointment is confirmed.

The intake does not guarantee that MHC or a physician will recommend travel, treatment, or a particular medical provider.

4. Physician Consultations

A separate consultation with an independent physician may be recommended or offered following initial intake.

Physician consultations are provided by an independent, licensed physician through the physician’s own practice. MHC arranges the consultation and collects the fee on the physician’s behalf; MHC does not provide the consultation.

Base fee: $2,500 MXN, with applicable tax treatment and the final amount displayed before payment.

The physician will independently determine the appropriate scope of the consultation, whether additional information is required, and whether referrals or further assessment are appropriate.

A physician consultation does not guarantee a diagnosis, referral, procedure, or acceptance by another medical provider.

The physician is independently responsible for the medical services provided. The physician’s professional obligations and applicable medical-consent requirements remain separate from MHC’s administrative coordination services.

5. Concierge Packages and Service Credits

Clients may choose to purchase a separate MHC concierge package after their initial appointments.

Where expressly offered in writing, MHC may apply a credit of up to $3,200 MXN, equal to the base fees for a completed initial intake and physician consultation, toward an eligible concierge package.

The credit:

• Applies only to qualifying packages identified in the client’s written proposal.
• Is not redeemable for cash.
• Cannot be applied to third-party medical bills unless explicitly agreed.
• Is applied once and cannot be duplicated or transferred.
• Does not create a refund entitlement for completed services.

Applicable taxes, credit documentation, and invoice adjustments will be handled according to Mexican law.

6. Independent Healthcare Providers

Hospitals, laboratories, imaging centers, specialists, and other healthcare providers may be independent third parties.

Unless explicitly stated otherwise in writing:

• Medical providers establish their own fees and treatment conditions.
• Clients pay those providers separately.
• Providers independently determine medical suitability, treatment, and follow-up.
• MHC does not control independent providers’ medical decisions.
• Clients may choose whether to proceed with a suggested provider.

MHC will disclose any referral commissions or financial relationships where required by applicable law and will not make undisclosed arrangements that improperly influence medical recommendations.

7. Medical Estimates and Additional Costs

Any preliminary treatment estimate is informational and may change following clinical assessment, testing, or provider review.

Costs not expressly included in an MHC package may include medical consultations, procedures, diagnostic tests, medication, hospitalization, complications, accommodation, flights, insurance, and other personal expenses.

No medical price, appointment availability, or treatment outcome is guaranteed unless expressly confirmed by the responsible provider.

8. Booking, Cancellation, and Refunds

Full payment is required to confirm prepaid intake and physician appointments.

Initial Intake ($700 MXN)

• 48 hours or more before your appointment: cancel for a full refund, or reschedule at no charge.
• Less than 48 hours before: no refund, but you may reschedule once at no charge.
• Missed appointment: if you haven’t joined within 15 minutes of the start time and haven’t contacted us, the fee is forfeited.

Physician Consultation ($2,500 MXN)

• 48 hours or more before your appointment: cancel for a full refund, or reschedule at no charge.
• Between 24 and 48 hours before: reschedule once at no charge, or cancel for a 50% refund.
• Less than 24 hours before, or a missed appointment: no refund.

How Cancellations Work

• To cancel or reschedule, contact us by email or WhatsApp. The time we receive your message is the time of cancellation.
• If we or the physician need to cancel, you can choose a full refund or a new time.
• In a documented medical emergency or similar circumstance beyond your control, we may waive these conditions at our discretion.
• Approved refunds are issued to the original payment method within 10 business days.

Fees for services already fully performed are ordinarily not refunded solely because the client decides not to proceed with additional services, subject to applicable consumer rights.

Where MHC or the responsible provider cancels or cannot deliver a prepaid service, the client will be offered an appropriate rescheduling or refund option consistent with applicable law.

Concierge-package cancellations, partially completed services, third-party cancellation charges, and any nonrefundable travel expenses will be addressed in the individual package agreement and disclosed before payment.

Nothing in these Terms removes statutory refund, compensation, or consumer-protection rights.

9. Travel and Medical Risks

Traveling for healthcare involves potential risks, including changes in medical eligibility, complications, delays, additional expenses, and the need for follow-up treatment after returning home.

Clients are responsible for ensuring that they have appropriate travel documents and for understanding any applicable insurance coverage, travel restrictions, and continuity-of-care requirements.

MHC encourages clients to discuss travel and treatment plans with their existing healthcare providers when appropriate.

10. Emergencies

Mérida Health Connect is not an emergency medical service.

Our website, intake process, messaging channels, and virtual appointments must not be used for emergencies.

If you believe you are experiencing a medical emergency, contact local emergency services or attend the nearest emergency department immediately.

11. Client Responsibilities

Clients agree to provide information that is accurate and complete to the best of their knowledge, disclose relevant medical conditions and medications to treating professionals, and promptly communicate changes that may affect appointments or travel arrangements.

Clients are responsible for making their own informed decisions about medical care.

12. Privacy and Medical Information

Personal and health information will be handled in accordance with our Privacy Policy and applicable Mexican data-protection law.

Where required, separate express consent will be obtained before collecting or sharing sensitive medical information.

13. Virtual Appointments and Technology

Virtual services depend on functioning internet connections, compatible devices, and third-party technology platforms.

MHC will take reasonable steps to address technical disruptions. If an appointment cannot meaningfully proceed because of a technical failure, the parties will arrange an appropriate remedy.

Clients should participate from a private environment whenever possible.

14. Limitation of Responsibility

MHC is responsible for providing its contracted coordination and concierge services with reasonable care and diligence.

Independent healthcare providers remain responsible for the medical services they provide, subject to applicable law.

MHC does not guarantee treatment success, recovery time, or the absence of medical complications.

Nothing in these Terms excludes liability that cannot legally be excluded, including liability arising from MHC’s own negligence, misconduct, breach of contract, or violations of applicable consumer law.

15. Changes to Services and Terms

MHC may update its services and these Terms from time to time.

Changes will not retroactively alter an existing paid booking or signed service agreement without an appropriate legal basis or the client’s agreement where required.

16. Governing Law and Complaints

These Terms are governed by applicable Mexican law, without prejudice to mandatory consumer protections or other rights that may apply.

Clients may first contact MHC to request clarification or resolution of a complaint. Nothing in these Terms prevents a client from approaching a competent consumer-protection, privacy, medical, or judicial authority.

17. Contact Information

Mérida Health Connect
Legal operator: Nicolas Joseph Vanderzanden Flores
Service location: Mérida, Yucatán, Mexico
Email: [email protected]
Telephone: +52 999 904 2297
Website: meridahealthconnect.com

By booking or purchasing services, you acknowledge these Terms and the separate Privacy Policy.