1. CONTRACTING PARTY AND DEFINITIONS
1.1 Contracting party. These Terms & Conditions constitute an agreement between the person engaging the services (the “Client” or “you”) and PCC HELLAS LLC d.b.a. PCC HELLAS, a company incorporated under Greek law, with registered office at 12 Afroditis Str., Rafina 19009, Attica, Greece, registered with the General Commercial Registry under number 7112201000 and VAT number 998930513, operating under the brand “FZEIN”FZE (“FZEIN”, “PCC HELLAS”, “we”, “us” or “our”).
1.2 Brand status. FZEIN is a brand of PCC HELLAS and is not a separate legal entity. References to FZEIN in these Terms refer to the contracting PCC HELLAS entity identified above.
1.3 Agreement documents. The agreement consists of these Terms, the applicable written proposal or engagement document, the booking confirmation, and any expressly incorporated schedules. If there is a conflict, the following order applies: (a) signed engagement document; (b) booking confirmation or accepted proposal; (c) these Terms; and (d) general website material, unless mandatory law requires otherwise.
1.4 Client. “Client” means the person purchasing the coordination services and, where different, the patient or service recipient identified in the engagement document. Any person contracting on behalf of another must have lawful authority to do so.
2. ROLE OF FZEIN
2.1 FZEIN acts solely as an independent patient advocacy, healthcare navigation, care coordination and logistical support service. FZEIN may provide information, administrative assistance, scheduling, communication support and introductions to independent providers.
2.2 FZEIN is not a hospital, clinic, medical practice or other healthcare provider. It does not diagnose, prescribe treatment, provide medical advice, perform medical procedures or make clinical decisions. Healthcare services are delivered by appropriately licensed independent professionals or institutions who remain responsible for their professional services, clinical decisions and patient outcomes.
2.3 FZEIN is not an emergency medical service. In an emergency, the Client must contact the local emergency services by calling 112 or attend an appropriate emergency department.
2.4 FZEIN is not a travel agency, tour operator or package organiser unless that role is expressly assumed in a separate written agreement that complies with applicable law. The legal classification of an arrangement depends on how services are actually selected, offered, booked and paid for, not only on the description used in these Terms.
3. COORDINATION SERVICES
3.1 Subject to the agreed scope, availability, suitability and safety requirements, FZEIN may coordinate:

• patient advocacy and navigation, including administrative assistance, scheduling, pathway coordination and communication support;

• independent private nursing, physiotherapy, psychology, dietetic or other regulated professional support, where required and available;

• non-medical wellness, mobility, nutrition, personal training and practical support, where appropriate;

• accommodation, local transportation and other hospitality arrangements supplied by independent providers;

• document collection, appointment reminders, interpretation or translation coordination, where expressly agreed.

3.2 Services may be coordinated at approved hotels, private residences, villas, yachts or other suitable locations in Greece. Any regulated service outside a healthcare facility is subject to the relevant provider’s assessment of professional suitability, licensing, operational feasibility and patient safety.
3.3 FZEIN may decline, modify, suspend or terminate coordination where safety requirements are not met, material information has not been disclosed, payment is overdue, the location is unsuitable, a provider declines the engagement, or emergency or hospital care becomes necessary.
3.4 Any material change to the agreed scope or fee will be communicated to the Client and, where reasonably practicable, accepted in writing before the additional work is undertaken.
4. INDEPENDENT PROVIDERS

4.1 Medical treatment, nursing, rehabilitation, accommodation, transportation and other third-party services are supplied by independent providers. The Client may be required to contract with and pay each provider directly. Each provider’s own terms, cancellation policy, consent process, privacy notice and professional obligations apply to that provider’s services.

4.2 Regulated professionals must follow applicable law, their professional duties and the instructions or prescriptions of the Client’s treating medical team, subject to their independent professional judgement.

4.3 FZEIN will exercise reasonable care in selecting providers included in its network and, where relevant, in checking evidence of professional authorisation or licensing and appropriate insurance. This does not make the provider an employee, agent or subcontracted healthcare provider of FZEIN and does not amount to a warranty of clinical outcome.

4.4 FZEIN is responsible for its own coordination, administrative and communication services. It is not responsible for an independent provider’s clinical judgement or performance, except to the extent that liability arises from FZEIN’s own act or omission or cannot lawfully be excluded.

4.5 References to a provider’s qualifications, experience, facilities or services are informational. The Client remains free to accept or reject a proposed provider and should direct clinical questions to that provider.

5. TRAVEL-RELATED ARRANGEMENTS

5.1 Unless expressly agreed otherwise, FZEIN does not sell medical treatment, accommodation, transportation or other travel services as a combined package or for a single inclusive price.

5.2 Wherever practicable, third-party services will be offered under distinct descriptions, confirmations, contracts and prices, with payment made directly to the relevant provider. A pathway or programme description is for coordination purposes and does not by itself determine the legal classification of the arrangement.

5.3 If the services selected or the booking process could constitute a package or linked travel arrangement under applicable law, FZEIN will provide any mandatory information and protections before the Client is bound, or will revise the booking structure accordingly.

6. MEDICAL TRAVEL INSURANCE

6.1 Where the Client travels for planned treatment, FZEIN may require evidence of suitable medical travel insurance before starting or continuing coordination services. The policy should cover the destination, travel dates, planned treatment and relevant risks, including complications, cancellation, curtailment, repatriation and extended stay, as appropriate.

6.2 The Client is responsible for selecting insurance, reviewing exclusions and limits, making complete disclosures and confirming cover with the insurer. FZEIN does not provide insurance advice and does not guarantee that a policy or claim will be accepted.

6.3 If satisfactory evidence is not provided by the stated deadline, FZEIN may suspend affected coordination and notify relevant providers where reasonably necessary for safety or operations. Cancellation charges remain subject to Section 11 and the relevant provider’s terms.

7. MEDICAL CONSENT AND CLINICAL DECISIONS

7.1 All consultations, examinations, diagnoses, treatment recommendations, prescriptions, informed-consent discussions and clinical decisions take place directly between the Client and the treating provider.

7.2 FZEIN may assist with scheduling, documents and communication but does not interpret medical information, recommend a particular treatment, guarantee eligibility or influence a clinician’s independent judgement.

7.3 Translation or interpretation arranged by FZEIN is a communication support service only. Unless expressly confirmed otherwise, translated material is not a certified translation. Medical consent must be obtained by the treating provider in a form and language the Client can understand.

8. CLIENT RESPONSIBILITIES

The Client agrees to:

• provide complete, accurate and timely identification, contact, medical, mobility, medication, allergy, infection-status and travel information requested for the coordination;

• promptly disclose changes in symptoms, diagnosis, medication, fitness to travel or other circumstances affecting safety or feasibility;

• follow lawful provider instructions, safety requirements and clinical protocols;

• review all provider terms, prices, privacy notices and consent documents before acceptance;

• treat personnel and providers respectfully and comply with the rules of facilities, accommodation and service locations;

• ensure that passports, visas, permissions, travel documentation and insurance are valid and suitable;

• use emergency services when urgent medical attention is required.

9. MINORS, REPRESENTATIVES AND SUPPORT PERSONS

9.1 Services for a minor or a person who cannot lawfully provide consent require involvement of a parent, guardian or other authorised representative, subject to applicable law and the treating provider’s requirements.

9.2 The contracting representative confirms that they have authority to provide instructions and relevant information. FZEIN may request evidence of that authority and may suspend coordination if authority is unclear or disputed.

9.3 Support persons and companions are responsible for their own travel, accommodation, conduct, insurance and expenses unless expressly included in the engagement document.

10. FEES, PAYMENT AND ADDITIONAL COSTS

10.1 FZEIN’s fees, payment schedule, taxes and included coordination services will be set out in the applicable proposal, booking confirmation, invoice or engagement document. Unless expressly included, medical fees, accommodation, transportation, medication, equipment, meals, interpretation, third-party charges and additional hours are payable separately.

10.2 Additional or changed requirements may result in revised fees, subject to the Client’s prior approval where reasonably practicable. FZEIN may suspend services for overdue amounts after reasonable notice, without affecting accrued rights or safety-related communications.

10.3 FZEIN will not charge the Client for a third-party service as if it were supplied by FZEIN unless the legal and commercial basis for doing so is expressly stated in writing.

11. CONSUMER WITHDRAWAL, CANCELLATION AND REFUNDS

11.1 Statutory withdrawal for distance or off-premises contracts

Where mandatory consumer law applies, a Client entering into a distance or off-premises contract may have the right to withdraw within 14 calendar days from conclusion of the service contract, without giving a reason. FZEIN will provide the legally required pre-contract information and model withdrawal form where applicable.

If the Client asks FZEIN to start the services during the withdrawal period, the Client must make an express request. If the Client then withdraws before full performance, the Client may be required to pay a proportionate amount for services supplied up to withdrawal, where permitted by law. The right of withdrawal is lost after full performance only where the statutory conditions, including the Client’s prior express consent and acknowledgement, have been satisfied.

11.2 Contractual cancellation of FZEIN coordination services

Unless a different written schedule applies:

• more than 14 calendar days before the scheduled start: FZEIN coordination fees paid are refundable, less any specifically authorised, reasonable and non-recoverable third-party costs;

• 7 to 14 calendar days before the scheduled start: FZEIN may retain the reasonable value of documented coordination work already performed and committed resources, capped at 25% of the FZEIN coordination fee;

• less than 7 calendar days before the scheduled start: FZEIN may retain the reasonable value of documented coordination work and committed resources, capped at 50% of the FZEIN coordination fee;

• after services have started or in case of no-show: the Client remains responsible for services actually performed and reasonable non-recoverable commitments, subject always to mandatory law.

FZEIN will provide a reasonable breakdown of any retained amount on request. No term in this Section limits a statutory withdrawal, refund or other consumer right.

11.3 Independent provider services

Third-party cancellations and refunds are governed by the relevant provider’s terms. FZEIN does not determine or guarantee a provider’s decision. The Client remains responsible for authorised non-refundable costs already committed, but FZEIN will use reasonable administrative efforts to communicate a cancellation or refund request.

11.4 Clinical, safety or operational changes

A treating provider may postpone, change or cancel treatment where clinically necessary. FZEIN may adapt the coordination plan but is not responsible for that clinical decision or resulting third-party costs, except where liability arises from FZEIN’s own act or omission or cannot lawfully be excluded.

12. AVAILABILITY, OUTCOMES AND SERVICE STANDARDS

12.1 FZEIN will perform its own coordination services with reasonable care and skill. It does not guarantee the availability, continuity, clinical suitability, quality, performance or outcome of services supplied by independent providers.

12.2 Estimated schedules are dependent on provider availability, medical suitability, travel conditions and information supplied by the Client. Time is not of the essence unless expressly agreed in writing.

13. LIABILITY

13.1 Nothing in these Terms excludes or limits liability for fraud or fraudulent misrepresentation, death or personal injury caused by negligence, wilful misconduct or gross negligence where it cannot lawfully be limited, breach of mandatory consumer rights, data-protection liability that cannot lawfully be limited, or any other liability that applicable law prohibits from being excluded or limited.

13.2 Subject to Section 13.1, FZEIN is liable for direct loss that is reasonably foreseeable and caused by its failure to exercise reasonable care and skill in providing the agreed coordination services.

13.3 Subject to mandatory law, FZEIN is not liable for an independent provider’s clinical judgement, treatment outcome or breach of its separate contract, nor for indirect or consequential loss, loss of profit, opportunity or enjoyment, or third-party travel and accommodation costs resulting from a provider’s clinical decision, except to the extent caused by FZEIN’s own breach.

13.4 Subject to Section 13.1 and mandatory law, FZEIN’s aggregate liability arising from a particular engagement will not exceed shall not exceed 200% of the Fees paid. This cap requires final review against the nature of the services, insurance cover and applicable consumer law.

13.5 The Client must take reasonable steps to mitigate avoidable loss and notify FZEIN promptly of any material coordination error so that it has a reasonable opportunity to assist, without limiting any mandatory right.
14. DATA PROTECTION AND CONFIDENTIALITY

14.1 PCC HELLAS, operating the FZEIN brand, processes personal data in accordance with its Privacy Policy and applicable data protection laws. The Privacy Policy forms an integral part of these Terms and is available on the Website.

14.2 In order to provide the requested medical tourism facilitation and coordination services, FZEIN may process personal and health-related information where permitted by applicable law and, where required, on the basis of the Client's explicit consent.

14.3 Healthcare providers, clinics, hospitals, laboratories and other third parties involved in the requested services may act as independent data controllers and process personal data in accordance with their own privacy notices and legal obligations.

14.4 FZEIN implements appropriate technical and organisational measures to protect personal data and limits access to authorised personnel and service providers who require such access for legitimate business purposes.

14.5 The Client warrants that any personal data relating to companions, family members or other third parties provided to FZEIN has been disclosed lawfully and with any necessary authorisation or consent.

14.6 Further information regarding the collection, use, storage, sharing and protection of personal data, as well as data subject rights, is provided in the Privacy Policy.

15. COMMUNICATIONS AND DOCUMENTS

15.1 The Client agrees that routine communications, proposals, confirmations and notices may be sent to the postal address or email address supplied by the Client. The Client must keep contact details current and monitor communications relating to the engagement.

15.2 Instructions affecting scope, price, cancellation, disclosure of health information or provider selection should be confirmed in writing. FZEIN may rely on instructions that reasonably appear to come from the Client or an authorised representative until notified otherwise.

15.3 Electronic signatures, confirmations and records may be used to the extent permitted by law.

16. FORCE MAJEURE AND EVENTS OUTSIDE CONTROL

FZEIN is not responsible for delay or failure caused by events outside its reasonable control, including natural disasters, epidemics, government restrictions, strikes, transport disruption, utility or communications failure, civil disturbance or provider unavailability. FZEIN will use reasonable efforts to notify the Client, reduce disruption and propose practical alternatives. This Section does not remove any mandatory refund or consumer right.
17. COMPLAINTS

17.1 Complaints about FZEIN’s coordination services should be submitted promptly to complaints@pccint.eu and/or PCC HELLAS, Attn: Quality Department, Afroditis 12, 19009 Rafina, Attica Greece, with relevant details and supporting documents. FZEIN aims to acknowledge complaints within 5 business days and provide a substantive response within 10 business days, where reasonably practicable.

17.2 Complaints about medical treatment or another provider’s services must be addressed directly to that provider. FZEIN may assist with administrative communication but does not determine the provider’s complaint outcome.

17.3 Nothing in this Section prevents the Client from contacting a competent authority, consumer body, data-protection authority or court.

18. GOVERNING LAW AND JURISDICTION

18.1 These Terms and the engagement are governed by the laws of Greece, without depriving a consumer of any mandatory protection available under the law applicable to that consumer.

18.2 Subject to mandatory consumer jurisdiction rules, the courts of Athens, Greece will have jurisdiction.

19. GENERAL TERMS

19.1 If a provision is invalid or unenforceable, it will be modified to the minimum extent necessary or severed, and the remaining provisions will continue in effect.

19.2 A delay or failure to exercise a right does not waive that right. A waiver is effective only if recorded in writing.

19.3 The Client may not transfer the engagement without FZEIN’s prior written consent. FZEIN may transfer the agreement as part of a lawful restructuring or business transfer, provided this does not reduce mandatory Client rights.

19.4 Amendments are effective only if agreed or notified in a manner permitted by law. Changes will not retrospectively reduce accrued Client rights.

19.5 These Terms do not create a partnership, employment, fiduciary or agency relationship between the Client and FZEIN, or between FZEIN and an independent provider, except for any limited administrative authority expressly stated in writing.