Terms of Service

ZensiaCare, operated by ZensiaCare Vietnam Co., Ltd., is a medical coordination service based in Hanoi, Vietnam.

What we are:

A coordination service that helps international patients access healthcare facilities in Vietnam — matching you with appropriate facilities, managing appointments, providing on-site interpretation and escort, and coordinating logistics before, during and after treatment.

What we are not:

A hospital, clinic, or medical provider · A party to your treatment relationship with any facility · A provider of medical advice, diagnosis, or treatment recommendations · An insurance provider.

All clinical decisions, diagnoses, treatments, and outcomes are the sole responsibility of the qualified medical professionals at the treating facility — not ZensiaCare.

By using our services, you confirm that you are at least 18 years old (or arranging care with a parent/guardian for a minor), have the legal capacity to enter into this agreement, and that information you provide is accurate and complete to the best of your knowledge.

Coordination & Case Management (choose 1 per case):

Basic Coordination · On-site Support · Full Medical Coordination. Every case requires exactly one of these coordination plans. See /services/ for current pricing, inclusions, and additional-person fees.

On-site Care Staff (optional add-on):

Caregiver Support and Nursing Care, booked by the day, in any combination with a coordination plan above.

Service inclusions, pricing, and terms are as stated on the /services/ page at the time of your booking. Changes will not affect a booking you have already confirmed and paid for.

Important: the price you pay ZensiaCare is our coordination fee only — what you pay us for finding, confirming and supporting your case. It never includes the cost of your medical treatment. Hospital and clinic fees are billed and paid directly to the provider, separately and transparently, at their own rates — ZensiaCare never collects, holds, or marks up treatment costs on the provider's behalf.

Full payment of our coordination fee is required at time of booking — there is no deposit and no remaining balance for this fee, at any point in your case. This is our full and final coordination fee.

Any hospital, clinic, or treatment costs are a separate cash flow, paid by you directly to the provider — never collected or invoiced by ZensiaCare, and never added to this booking.

Payment processing:

Payments are processed securely via our payment provider(s) (9Pay and bank transfer via QR code). We do not store your full payment card details.

All prices are listed in USD. Where payment is made in VND or another currency, the amount charged is converted at the payment provider's exchange rate at the time of transaction.

Full refund within 24 hours of payment, for any reason. After 24 hours, or as soon as ZensiaCare has started confirming your appointment with a partner facility — whichever happens first — the amount paid is non-refundable.

Facility-level cancellations or changes:

If the facility itself cancels or reschedules your appointment, we will work with you to find an alternative. This is separate from your ZensiaCare coordination fee, which covers our coordination work regardless of facility-side changes.

You agree to provide accurate and complete information about your case; attend scheduled appointments or notify your coordinator of changes early; follow the medical advice given by your treating facility; make payments as agreed; and treat your coordinator and our partner facilities with respect.

You understand that treatment outcomes cannot be guaranteed, you are responsible for your own visa/travel/entry requirements, and medical decisions are made between you and your treating specialist.

To the maximum extent permitted by law: ZensiaCare is not liable for the actions, omissions, clinical decisions, or outcomes of any medical facility, doctor, or healthcare provider in our Care Network. Our responsibility is limited to the coordination services we directly provide.

ZensiaCare vets facilities against stated criteria but does not guarantee the quality of medical care provided by any facility, and is not a party to the treatment relationship between you and the facility.

Nothing in these terms excludes liability that cannot be excluded under Vietnamese law.

Information provided by ZensiaCare is for informational and coordination purposes only. It is not medical advice and should not be treated as a substitute for professional medical consultation, diagnosis, or treatment. Always seek the advice of a qualified physician with any questions regarding a medical condition.

All content on this website — including text, graphics, logos, and design — is the property of ZensiaCare or its licensors and is protected by applicable intellectual property laws.

Your use of our services is also governed by our Privacy Policy. See /privacy-policy/.

These terms are governed by the laws of Vietnam. Any dispute arising from these terms will first be addressed through good-faith negotiation between the parties, and if unresolved, submitted to the competent courts of Hanoi, Vietnam.

We may update these Terms of Service from time to time. Continued use of our services after changes are posted constitutes acceptance of the updated terms.

Email: contact@zensiacare.com · WhatsApp: (+84) 988 550 401

Address: 5th Floor, No. 12 Thai Ha Street, Dong Da Ward, Hanoi, Vietnam