Terms of Service & Service Agreement / 服务条款与服务协议

1. Nature of Services / 服务性质

We provide bilingual (English/Chinese) medical accompaniment, on-site translation, and optional standard passenger vehicle transportation. / 我们提供双语（中英）医疗陪同、现场翻译以及可选的标准乘用车接送服务。

• •We are NOT a medical transport agency. We do not provide emergency ambulance services, stretcher transport, or clinical care. / 我们不是专业的医疗运输机构。我们不提供紧急救护车服务、担架运输或临床护理。
• •In the event of a medical emergency during transit or accompaniment, our sole responsibility is to contact 911 or alert hospital staff. / 如果在接送或陪护过程中发生突发医疗紧急情况，我们的唯一责任是协助拨打 911 或立即通知医院工作人员。

2. Medical Disclaimer & "Neutral Conduit" Policy / 医疗免责与“中立翻译”声明

Our personnel act strictly as linguistic and navigational facilitators. / 我们的工作人员仅作为语言沟通和行程协助的桥梁。

• •No Medical Advice: Escorts and translators do not possess the authority to provide medical advice, diagnose conditions, or recommend treatments. / 非医疗建议：陪诊员及翻译人员无权提供任何医疗建议、诊断病情或推荐治疗方案。
• •Translation Liability: While we strive for absolute accuracy in translation, we act only as a neutral conduit between the patient and healthcare providers. We assume no liability for the medical outcomes, the accuracy of the physician's original statements, or the patient's adherence to translated medical instructions. / 翻译免责：尽管我们致力于提供最准确的翻译，但我们仅作为患者与医护人员之间的中立传达者。对于医疗结果、医生陈述的准确性或患者遵照翻译后的医嘱所产生的任何后果，我们不承担法律责任。

3. Patient Mobility & "No-Lift" Policy / 患者行动能力与“免物理抱抬”政策

To comply with commercial auto insurance regulations and ensure the safety of both patients and staff, we strictly enforce a "No-Lift" policy. / 为符合商业车辆保险规定并保障患者与工作人员的安全，我们严格执行“免体能搬运（No-Lift）”政策。

• •Vehicle Type: Transportation is provided in a standard passenger vehicle (SUV/Sedan). Our vehicles are not equipped with hydraulic wheelchair lifts or ramps. / 车辆类型：接送服务使用标准乘用车（SUV/轿车），车辆未配备液压轮椅升降机或坡道。
• •Ambulatory Requirement: The patient must be able to bear their own weight and enter/exit the vehicle independently or with the light assistance of a family member. / 行动能力要求：患者必须具备承重站立能力，并能够独立完成上下车动作，或在家属的轻微协助下自行落座。
• •Mobility Aids: We can accommodate foldable wheelchairs, walkers, and canes, which will be safely stowed in the trunk. / 辅助器材收纳：我们可容纳折叠轮椅、助行器和拐杖，这些器材将被安全收纳在车辆后备箱中。
• •Right to Refuse: If a patient arrives and requires physical lifting or weight-bearing transfer to enter the vehicle, the escort is legally required to refuse the transport. In such cases, the service deposit is forfeited. / 拒绝服务权：若患者在接送现场无法独立站立或需要人工抱抬、承重转移才能上车，陪诊员在法律上有权拒绝提供运输服务。在此情况下，服务定金将不予退还。

4. Booking, Payment, and Fees / 预约、付款与费用

• •Quotes & Deposits: A base quote will be provided upon manual review of your intake form. To secure your booking, a 50% non-refundable deposit is required via Interac e-Transfer. Your appointment is not confirmed until this deposit is received. / 报价与定金：在人工审核您的预约表单后，我们将提供基础报价。您需要通过 Interac e-Transfer 支付 50% 的定金以锁定预约时段。未收到定金前，您的预约不成立。
• •Wait-Time Surcharges: We understand hospital discharges are frequently delayed. Your base rate includes a 15-minute grace period from the scheduled pickup time. Delays exceeding 15 minutes will incur a surcharge of $15.00 per every 30-minute block thereafter. / 超时等候费：我们理解医院出院时间经常会有延迟。您的基础报价包含从预定接载时间起算 15 分钟的免费等候期。超过 15 分钟后，每超出 30 分钟将收取 $15.00 的等候附加费。
• •Final Payment: The remaining 50% balance, plus any accrued wait-time or overtime surcharges, must be paid via Interac e-Transfer upon arrival at the final destination, prior to the conclusion of the service. / 尾款结算：剩余的 50% 尾款以及可能产生的超时等候费，必须在到达最终目的地后、陪护服务结束前，通过 Interac e-Transfer 结清。

5. Cancellations & Rescheduling / 取消与更改预约

• •Client Cancellations: Cancellations made more than 24 hours before the scheduled appointment will result in a full refund of the deposit. Cancellations made within 24 hours of the appointment will result in the forfeiture of the 50% deposit. / 客户取消：在预约时间前 24 小时以上取消服务，定金可全额退还。在预约时间前 24 小时内取消，定金将不予退还。
• •Hospital-Driven Delays/Rescheduling: If the hospital reschedules the appointment prior to our arrival, we will apply your deposit to the new date at no extra charge, subject to our availability. / 医院原因延迟/改期：如果医院在服务开始前更改了预约日期或时间，我们将免手续费将您的定金转移至新的日期（需视我们的排期情况而定）。
• •No-Shows: If the escort arrives at the designated pickup location and the client fails to appear or communicate within 30 minutes, the booking is considered a No-Show, and the deposit is forfeited. / 爽约（No-Shows）：若陪诊员到达指定接送地点，且客户在 30 分钟内未出现或未与我们取得联系，将被视为爽约，定金不予退还。

6. Privacy & Confidentiality / 隐私与保密

We comply with the British Columbia Personal Information Protection Act (PIPA). / 我们严格遵守不列颠哥伦比亚省《个人信息保护法》(PIPA)。

• •Zero-Retention Policy: We do not collect, process, or store digital or physical copies of your medical records. Any notes taken by the translator during the appointment to ensure accuracy will be destroyed immediately after the appointment or handed over to the patient. / 零留存政策：我们不收集、处理或存储您医疗记录的任何数字或纸质副本。翻译人员在就诊期间为保证翻译准确性所做的临时笔记，均将在服务结束后立即销毁或直接交还给患者。
• •Verbal Confidentiality: All personal health information (PHI) heard during the medical appointment is strictly confidential and will not be disclosed to any third party outside of the patient's designated care circle. / 口头保密：就诊期间听到的所有个人健康信息均属严格机密，绝不会向患者指定护理圈以外的任何第三方透露。

7. Limitation of Liability & Indemnification / 责任限制与赔偿

• •Transfer Liability: The client assumes all risks associated with entering and exiting the standard passenger vehicle, as well as walking to and from the hospital premises. The Company is not liable for trips, slips, or falls occurring outside the vehicle. / 转移免责：客户自行承担进出标准乘用车以及往返医院建筑物内外相关的所有风险。对于在车外发生的绊倒、滑倒或摔倒，本公司概不负责。
• •Indemnification: By utilizing our services, you agree to indemnify and hold harmless the Company, its owners, and contractors from any claims, damages, losses, or expenses arising from the patient's underlying medical condition, medical treatments received, or incidents occurring outside the immediate scope of our provided transportation and translation. / 免责与赔偿：使用我们的服务即表示您同意，因患者的潜在医疗状况、接受的医疗干预或发生在我们提供的交通和翻译服务直接范围之外的事件而引起的任何索赔、损害、损失或费用，本公司、所有者及相关人员均不承担责任。