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Terms and conditions of membership program

Definitions

In these Conditions, the following words and phrases shall have the following meanings:

• "Application" means an accurate and complete application for Membership in the form published by FEM-VN from time to time or, in the case of Membership under a Corporate Membership Plan, in the form provided by FEM-VN in such plan, in both cases duly signed by the applicant or the parent or legal guardian of the applicant;
• "Benefits" means the benefits applicable to Select Membership or Privilege Membership or VIP Membership or Kid Silver Membership or Kid Gold Membership (as the case may be);
• "Conditions" means these terms and conditions as the same may be amended, modified or supplemented by FEM-VN from time to time in accordance with the provisions herein;
• "Corporate Membership Plan" means a valid and subsisting agreement entered into by and between FEM-VN and any legal entity pursuant to which the legal entity may purchase Memberships for any or all of its employees;
• "Event of Force Majeure" means any event or condition outside the control of FEM-VN which causes FEM-VN to be unable to provide the whole or any part of the Benefits;
• "FEM-VN" means Far East Medical Vietnam Limited;
• "FV Hospital" means the hospital owned and operated by FEM-VN located at 6 Nguyen Luong Bang Street, Saigon South, Tan Phu Ward, District 7, Ho Chi Minh City,Vietnam;
• "FVH Newsletter"means the "Healthy Living with FV" newsletter published by FEM-VN and distributed to Members by post, fax and/or e-mail;
• "Kid Silver Membership" means a membership which entitles the Member to the benefits set out in the All Members and Kid Silver Members sections of the Schedule of Benefits;
• "Kid Gold Membership" means a membership which entitles the Member to the benefits set out in the All Members and Kid Gold Members sections of the Schedule of Benefits;
• "Member" means the person to whom a current and valid Membership Card is issued;
• "Membership" means Select Membership or Privilege Membership or VIP Membership or Kid Silver Membership or Kid Gold Membership;
• "Membership Card" means the temporary or permanent card issued by FEM-VN and any card issued in replacement or renewal thereof;
• "Membership Fee" means, unless otherwise agreed in writing by FEM-VN, the fee set out in the Schedule of Benefits for each type of Membership;
• "Membership Year" means the period of twelve months commencing on the date of issue of a Membership Card
• "Privilege Membership" means a membership which entitles the Member to the benefits set out in the All Members and Privilege Members sections of the Schedule of Benefits;
• "Schedule of Benefits" means the schedule of benefits of Membership in force at the time of submission to FEM-VN of an Application or at the time of renewal of a Membership (as the case may be);
• "Select Membership" means a membership which entitles the Member to the benefits set out in the All Members and Select Members sections of the Schedule of Benefits;
• "VIP Membership" means a membership which entitles the Member to the benefits set out in the All Members and the VIP Members sections of the Schedule of Benefits;

Membership

• FEM-VN reserves the right without explanation, and at its sole discretion, to refuse Membership to any individual or entity.
• Membership entitles Members access to the Benefits at any time during the Membership Year subject to these Conditions, the Schedule of Benefits and in compliance with such requirements, limitations or procedures that may be imposed by FEM-VN from time to time.
• If the Member is required to make any payment to FEM-VN in conjunction with any Benefit (other than the Membership Fee), such payment must be made to FEM-VN in accordance with the standard payment terms of FEM-VN and no discounts will be granted unless payment has been so made.
• Benefits in the form of discounts will not be extended to services already discounted or covered by the Member's health insurance and the Combined Personal Accident and Healthcare Insurance (as that term is defined in the Schedule of Benefits).

Membership Card

• The Membership Card will be issued no earlier than 90 days after an application is received, unless issued earlier at the sole discretion of FEM-VN, and the issue of a Membership Card is evidence of FEM-VN's acceptance of an Application.
• Unless terminated earlier in accordance with Article 6, the Membership Card is valid for a Membership Year and may be renewed for subsequent Membership Years upon payment by the Member of the Membership Fee.
• The Membership Card remains the property of FEM-VN.
• The Member must immediately notify FEM-VN upon learning that the Membership Card has been lost or stolen and, except in suspicious circumstances, a replacement Membership Card shall be issued by FEM-VN for a replacement fee of US$10. In the event that the Membership Card is subsequently recovered, the Member must not make use of the Membership Card and must destroy the card by cutting it in half and returning it to FEM-VN.

Membership Fee

• Unless otherwise agreed in writing by FEM-VN, the Membership Fee shall be paid in full prior to issue of any Membership Card.
• Upon payment of the Membership Fee and issue of the Membership Card, the Member shall be credited as having prepaid the Benefits.
• The Membership Fee is non-refundable even if the Member has not accessed or used any of the Benefits during the Membership Year or if the Membership is terminated.

Non-transferable

• Except if otherwise specifically stated herein or in any Corporate Membership Plan, the Membership Card and the Benefits are personal to the Member and are non-transferable.
• The Member shall not permit the Membership Card to be used by, or for the benefit of, persons other than the Member unless the type of Membership allows such use and then, only if such use strictly complies with the terms of use set out in these Conditions.

Termination

Membership may be terminated:

• At any time by FEM-VN without prior notice thereof if the Member breaches any of the provisions of these Conditions; and
• At any time by a Member returning to FEM-VN the Membership Card cut in half, with such termination becoming effective on the date of receipt of the cut Membership Card by FEM-VN.

Limitation of Liability

FEM-VN shall not be liable for any loss or damage incurred or suffered by any Member as a consequence of:

• Any damage, loss or inability to retrieve any data or information that may be stored on the Membership Card or accessed using the Membership Card; or
• Any Event of Force Majeure; or
• Any delays caused to the Member in accessing the Benefits.

Miscellaneous

• FEM-VN may amend any or all of these Conditions by publishing such amendment in the FVH Newsletter and such amendment shall become effective on the date of such publication. If the Member retains or continues to use the Membership Card after notice of such amendment has been published in the FVH Newsletter (regardless of whether or not the Member has received a copy of the FVH Newsletter), the Member will be deemed to have accepted such amendment.
• Any failure or delay by FEM-VN in exercising any right, power or remedy shall not be deemed to be a waiver of such right, power or remedy, unless the same has been specifically waived in writing by a duly authorised representative of FEM-VN.
• Any notices to be sent by either party to the other party hereunder shall be sent by post - if to FEM-VN, to the FV Hospital addressed to the Marketing Department and if to the Member, to the home address of the Member last notified to FEM-VN.
• These Conditions shall be governed by the laws of Vietnam and the Member submits to the exclusive jurisdiction of the courts of Vietnam to resolve any disputes relating hereto.

Contact us

How to become FVH member

These guidelines have been written to ensure that you fully understand all your membership benefits and are able to utilize the exclusive services of the FV Hospital Membership Programs.

Consulting about FV Hospital Membership programs

• Visit our Membership counter at FV Hospital or FV Hospital Sales & Information Office
• Call our Membership hotline
• Meet our customer consultants face to face

Our Team

The FV Hospital Membership team is dedicated to provide timely and efficient services to all our members

• Membership Officers
  • Provide information and advice on Membership benefits
  • Arrange appointments
  • Assist you at the hospital and at the clinic
  • Monitor your satisfaction with FV Hospital services
• Customer Consultants
  Their role is to explain the Membership Programs, and to advise on their suitability for individuals based on their needs, lifestyle and budget.

Applying for FV Hospital Membership programs

You can:

• Visit our membership counter at:
  • FV Hospital - 6 Nguyen Luong Bang St., Saigon South (Phu My Hung), Dist. 7, HCMC.
  • FV Hospital Sales and Information Office - Ground Floor, Citilight Tower, 45 Vo Thi Sau St., Dist. 1, HCMC.
• Call our membership hotline: (08) 54 11 34 64
• Arrange a meeting with our customer consultants: (08) 62 91 11 67
• Register here

How to use Membership Card

Period of Validity

• Card is valid 12 months from the issuance date of the card.
• For Out-patient services: benefits shall be applied from valid date.
• For In-patient services: refer to Terms and Conditions booklet.

Step-by-Step Membership Guide

• Membership cards are accepted at FV Hospital and FV Saigon Clinic.
• To enquire or book an appointment, please call Membership hotline(08) 54 11 34 64
• At FV Hospital or FV Saigon Clinic:
  • Upon your arrival present your card at the exclusive membership counter for assistance and instruction.
  • After receiving medical care show your card to the cashier who will automatically apply your membership benefits and discounts.
  • For further information, please call (08) 54 11 34 64

Out-Patient benefits

• Free consultations
  • Members are entitled to free consultations at FV hospital and FV Saigon Clinic (this benefit does not apply for some specific specialties listed below **)
  • Members are entitled to free consultations at FV hospital and FV Saigon Clinic (this benefit does not apply for some specific specialties listed below **)
  • Members are also entitled to discounts on all investigations performed at FV Hospital Laboratory and Imaging department
  • benefits from a discount when buying drugs at FV Hospital Pharmacy.
  • To minimise waiting time, it is advised to book your appointment for consultation in advance
  ** Dental, Plastic Surgery, Anti-Aging, Obstetrics, Psychiatric and External Consultations (consultations by doctors or specialists who do not work for FV Hospital)
• Accident & Emergency
  Members are entitled to free consultations in the Emergency department 24/24 per day (except those requiring the use of the resuscitation room).
• Health Check-up Programs
  • All members are entitled to a discount to all FV Hospital health Check-up Programs
    • Membership officers will assist you for appointment and throughout your check-up.
    • Check-ups are available by appointment only.
  • VIP Members are offered one Executive Health Check-up Program every year (see details in the Exclusive services for VIPs below)

In-Patient Benefits

• Your membership offers you personal health insurance coverage. The level of the coverage depends on your type of membership. All members are covered for the following situations:
  • Medical care for an accident provided in the Emergency department, during hospitalization inclusive of any surgical procedure In case of accident please call (08) 54 11 35 00 or membership hotline (08) 54 11 34 64
  • Hospitalisation for Medical or Surgical Conditions, Surgical Procedures and Obstetrical Conditions.
  • Hospitalization for Obstetrical Conditions including normal delivery (for those who have been members for more than one year), complication of pregnancy and caesarean Section.
• In case of hospitalization:
  • Upon pre-admission or admission FV Hospital Insurance officers will send your medical information (after your approval) to Bao Viet Sai Gon Insurance company to obtain payment guarantee.
  • If your hospitalization expenses are covered by Bao Viet, you will be only required to pay any amount beyond your insurance coverage.
  • If your hospitalization expenses are not accepted by Bao Viet, you will be requested to pay them but will benefit from a discount on all these hospitalization expenses, the discount level depends on the type of your membership.

Membership general benefits

All members shall be entitled to access the following general benefits in each membership year:

• Priority reception and check-in procedures when you present your Membership Card
• Complimentary transport by air-conditioned shuttle bus between the FV Saigon Clinic in District 1 and the FV Hospital in District 7 (when available)
• Reminders to attend health check-ups
• FV Hospital's newsletter, Healthy Living with FV

Exclusive services for VIP members

All VIP members shall be entitled to access the following general benefits in each membership year:

• Priority access to Outpatient appointments
• Exclusive VIP waiting lounge
• VIP Membership hotline for general advice r.e. service availability
• Executive health check-up program comprising physical examination, chest x-ray, abdominal ultrasound, consultation with cardiologist (with electrocardiogram and echocardiogram), Hepatitis Screening and comprehensive biological testing.
  • For VIP men over 45-years old, this check-up is completed by a consultation with an Urologist, prostatic ultrasound and PSA screening for prostate cancer Urology Package.
  • For VIP women over 30-years old, this check-up is completed by a consultation with a Gynaecologist, pelvic ultrasound, PAP smear, and mammogram and/or breast ultrasound.
• Priority access to single, VIP rooms and suites upon availability
• Complimentary transportation from FV Hospital to Tan Son Nhat airport or vice versa by taxi, FV Hospital car or ambulance.

Discount policy

New Discount Scheme	Kid Silver Member 180USD	Kid Gold Member 230USD	Select Member 230USD	Privilege Member 325USD	VIP Member 1,200USD
Renew member not use service in 1 year	10%
Family Discount
2nd card	5%	5%	5%	5%	10%
3rd card	10%	10%	10%	10%	15%
4th card or more	15%	15%	15%	15%	20%
Corporate & Group discounts
6-15 cards	5% for cards 6 to 15
16-25 cards	10% for the cards 16 to 25
26-50 cards	12% for the cards 26 to 50
51 or more cards	15% for all additional cards

Kid Gold Member

Free services:

• 3 Paediatrics consultations, including nutritional advice, growth and development screening, urine screening and update of immunisation schedule.
• 3 consultations in Accident & Emergency.
• The special FV Hospital welcome pack for kids.

Discounted services:

• 5% discount on Investigative services.
• 5% discount on all vaccinations.
• 15% discount on hospitalization fees not covered under the Combined Personal Accident and Healthcare Insurance, other than for excluded hospitalization fees and excluding VIP and suite rooms. For the avoidance of doubt, where the hospitalisation is covered under the Combined Personal Accident and Healthcare Insurance but the member has reached the limit of coverage, hospitalisation fees payable in excess of the limit will not be discounted.

In-patient insurance cover:

• Following an accident, USD2,000 towards the cost of treatment in Accident & Emergency, hospitalisation charges, and/or surgical procedures.
• USD2,000 towards the cost of hospitalisation following treatment for medical conditions and surgical procedures, with the following sub-limits:
  • USD100 per day for care in Accident & Emergency department.
  • USD100 per day for hospitalisation room, board and hospital charges.
  • USD1,600 for surgical procedures.

Kid Silver Member

Free services:

• 3 Paediatrics consultations, including nutritional advice, growth and development screening, urine screening and update of immunisation schedule.
• 3 consultations in Accident & Emergency.
• The special FV Hospital welcome pack for kids.

Discounted services:

• 5% discount on Investigative services.
• 5% discount on all vaccinations.
• 10% discount on hospitalisation fees not covered under the Combined Personal Accident and Healthcare Insurance, other than for excluded hospitalization fees and excluding VIP and suite rooms. For the avoidance of doubt, where the hospitalisation is covered under the Combined Personal Accident and Healthcare Insurance but the member has reached the limit of coverage, hospitalisation fees payable in excess of the limit will not be discounted.

In-patient insurance coverage:

• Following an accident, USD1,000 towards the cost of treatment in Accident & Emergency, hospitalisation charges, and/or surgical procedures.
• USD1,000 towards the cost of hospitalisation following treatment for medical conditions and surgical procedures, with the following sub-limits:
  • USD60 per day for care in Accident & Emergency department.
  • USD60 per day for hospitalisation room, board and hospital charges.
  • USD800 for surgical procedures.

Privilege Member

Free services:

• Unlimited Out-patient consultations in selected specialties and in Accident & Emergency.
• The FV Hospital welcome pack.

Discounted services:

• 20% discount on all existing FV Hospital check-up programs.
• 5% discount on all medications purchased at the Out-patient department pharmacy and/or in Accident & Emergency.
• 5% discount on investigative services.
• 15% discount on hospitalisation fees not covered under the Combined Personal Accident and Healthcare Insurance, other than for excluded hospitalization fees and excluding VIP and suite rooms. For the avoidance of doubt, where the hospitalisation is covered under the Combined Personal Accident and Healthcare Insurance but the member has reached the limit of coverage, hospitalisation fees payable in excess of the limit will not be discounted.

In-patient insurance coverage:

• Following an accident, USD3,000 towards the cost of treatment in Accident & Emergency, hospitalisation charges and/or surgical procedures.
• USD3,000 towards the cost of hospitalisation following treatment for medical conditions and surgical procedures and obstetrical conditions, with the following sub-limits:
  • USD150 per day for care in Accident & Emergency department.
  • USD150 per day for hospitalisation room, board, and hospital charges.
  • USD2,400 for surgical procedures.
  • USD1,500 for obstetrical conditions, excluding prenatal check-up, with the following sub-limits:
    • USD150 per day for pregnancy complications and normal delivery costs.
    • USD1,200 for a Caesarean section.

Select Member

Free services:

• 6 out-patient consultations in selected specialties and/or in Accident & Emergency.
• The FV Hospital welcome pack.

Discounted services:

• 15% discount on all existing FV Hospital check-up programs.
• 5% discount on investigative services.
• 10% discount on hospitalisation fees not covered under the Combined Personal Accident and Healthcare Insurance, other than for excluded hospitalization fees and excluding VIP and suite rooms. For the avoidance of doubt, where the hospitalisation is covered under the Combined Personal Accident and Healthcare Insurance but the member has reached the limit of coverage, hospitalisation fees payable in excess of the limit will not be discounted.

In-patient insurance coverage:

• Following an accident, USD2,000 towards the cost of treatment in Accident & Emergency, hospitalisation charges and/or surgical procedures.
• USD2,000 towards the cost of hospitalisation following treatment for medical conditions and surgical procedures and obstetrical conditions, with the following sub-limits:
  • USD100 per day for care in Accident & Emergency department.
  • USD100 per day for hospitalisation room, board, and hospital charges.
  • USD1,600 for surgical procedures.
  • USD1,000 for obstetrical conditions, excluding prenatal check-up, with the following sub-limits:
    • USD100 per day for pregnancy complications and normal delivery costs.
    • USD800 for a Caesarean section.

Payment

We connect with OnePAY Payment Gateway to accept Online Card Payment (www.onepay.vn). All of your card information are processed through SSL protocol with international card security standard. Your card information will not be stored at our system (Merchant).

If you choose online payment by credit card, you will be redirected to OnePAY Payment Gateway to pay us online with Visa, MasterCard, American Express, and JCB Card with following steps:

• Card type selection

  The payment gateway interface will appear as below for you to select the card type you are going to pay with:

  

  The URL (Uniform Resource Locator) will begin with https://migs.mastercard.com.au/

• Card Information Input

  To make the payment, you will input the following card information:

  • Card Number
  • Expiry Date
  • Security Code - CVV, CVC
  • Billing address (Card holder's address which has been registered with the Issuer Bank)
  • Online payment password (If you have enrolled 3D- Secure Program for your card with the Issuer Bank namely Verified by Visa for Visa card, MasterCard Secure Code for MasterCard, and J- Secure for JCB Card ).

  Click PAY.

  
• Transaction Result

  You will be asked to wait for some seconds for the transaction result from OnePAY payment gateway. Then, we will send you an email to inform you the Order status and the transaction result.

Note

In some cases, your transaction may be not successful due to:

• In correct card information
• Not enough credit balance (daily or monthly)
• Your card has not been activated for online payment. You should contact the Issuer Bank for the card activation.

In case you input correct card information but you did not receive the transaction result from the payment gateway or from us. Please do not try to make other payment. Contact us to get the transaction result and confirmation of the Order

Payment online policy:

• Payment term: Visa, matercard, JCB, dinner, are accepted. If you pay by Amex, you are kindly requested to input authorized code provided by your bank for each payment time.

The cancelation and refund are not accepted after successful payment.