Concierge Package Terms

From 1 September 2026, Patient Concierge Packages will primarily be available to clients whose surgery has been arranged through PCS. Packages already requested or confirmed will continue to be honoured. In limited circumstances, PCS may accept clients who arranged their surgery independently, subject to availability and management approval.

1. Booking & payment

A 50% deposit is required to confirm your PCS Plan and reserve staff availability. Once your package is confirmed and PCS has commenced planning, coordination or allocation of staff, the deposit is non refundable if you change your mind or cancel.

The remaining 50% is due seven calendar days before surgery. PCS may suspend unprovided services if payment is not received by the due date.

If your surgery appointment is cancelled for reasons outside your control, we can refund half of the 50% of your payment to date. If your surgery date changes, PCS will try to transfer your package to the new dates, subject to staff availability.

2. Payment methods

Payment can be made by bank transfer to the PCS Indonesian bank account, or by Visa or Mastercard through a secure payment platform called DOKU. PCS absorbs DOKU’s standard merchant processing fee. Your own bank or card provider may charge currency conversion, international transaction or transfer fees, which remain your responsibility.

3. What’s included

Your Concierge Package includes approximately 45 hours of coordinated support and included services, which may include:

• WhatsApp and virtual support
• Video calls
• Planning and appointment coordination
• Agreed hospital and clinic chaperone visits
• Local transport connected with included appointments
• Coordination and scheduling for agreed nurse visits provided directly by our licensed medical partner
• One post-procedure wellness / lymphatic massage (subject to your surgeon’s written clearance)
• Practical non-medical assistance related to your daily comfort and recovery stay
• Airport transfers where PCS coordinates your transport (PCS covers the cost if we facilitated your hospital/surgeon coordination)
• Applicable government tax

The 45 hours is an approximate guide and is not a fixed hourly credit or cash balance. The exact combination and amount of support will depend on your individual journey, appointment timings, recovery and reasonable support needs.

Local taxis for included follow up appointments are covered where your accommodation is within the agreed local travel area of your hospital or clinic. Longer distance travel may incur an additional charge, which will always be discussed with you in advance.

Accommodation, hospital charges, medical expenses, medicines and third party services not specifically listed as included are not covered by the package.

4. Service period

PCS support begins when your dedicated WhatsApp group is created, your deposit is paid and planning or assistance begins.

The Concierge Package period normally ends approximately four to six weeks after you return home, with light check-ins. Reasonable follow up questions are welcome afterwards, but substantial ongoing coordination or additional appointments may require a separate fee.

Where PCS facilitates your hospital/surgeon coordination, we can assist with arranging an initial consultation with your hospital or surgeon if a medical concern arises. Medical advice, treatment and ongoing clinical communication remain between you and your healthcare provider. PCS’s assistance is strictly limited to facilitating contact and logistical communication with the hospital.

5. Changes & unused services

PCS allocates staff and makes arrangements according to your agreed schedule. If you cancel an included service, attend an appointment without PCS or choose not to use a service, a cash refund will not normally be provided.

Where practical and subject to availability, PCS may agree to exchange an unused service for another service of reasonably comparable value. Any exchange must be approved by PCS in writing and has no cash value.

PCS may occasionally need to change staff, timings, transport or arrangements due to hospital scheduling, illness, traffic, availability, safety or circumstances outside our reasonable control. We will provide as much notice as reasonably possible.

6. Medical responsibility

PCS provides non medical coordination and concierge support. PCS does not diagnose medical conditions or replace advice from your surgeon, hospital or healthcare provider. All medical decisions remain between you and your treating healthcare professionals. All clinical services provided by licensed healthcare partners remain the sole, independent medical responsibility of those respective medical providers.

In an emergency, please contact your hospital or local emergency services immediately. PCS WhatsApp groups are not an emergency response service. Relevant emergency contact numbers for your medical provider will be provided to you.

PCS aims to be responsive on WhatsApp between 8am and 8pm, seven days a week, although response times may vary, particularly at weekends and during busy periods.

If an emergency or unexpected medical concern arises, we will always do our best to support you and liaise with you when communicating with your hospital or medical provider. Where significant additional PCS time or in person support is required outside your Care Plan, additional charges may apply and will be discussed with you where reasonably possible.

7. Respectful communication & compatibility

PCS is a small team providing personalised support, and a positive and respectful working relationship is important. We reserve the right to consider whether PCS is the appropriate support provider for each client, taking into account expectations, communication, individual support requirements and overall compatibility.

If we reasonably believe the working relationship is no longer suitable, respectful or within the scope of support PCS can appropriately provide, we may discuss this with you and, where appropriate, recommend an alternative support provider.

PCS may suspend or discontinue services in cases of serious or repeated disrespectful or inappropriate behaviour, or where we reasonably believe the working relationship is no longer positive or workable for the client or our team. Where services are discontinued, any applicable refund will be considered fairly, taking into account the support already provided, work completed and costs already committed.

8. Client responsibilities & communication

Clients are responsible for providing accurate information, informing PCS promptly of changes to surgery, flights, accommodation or appointments, following their healthcare provider’s medical instructions and attending agreed appointments on time.

Once your dedicated WhatsApp group is created, we ask that communication relating to your Concierge Plan remains within the WhatsApp group wherever possible. This ensures the whole team stays informed and your support is properly coordinated.

We understand clients may form a lovely bond with their caregiver, but please avoid contacting caregivers privately regarding PCS matters. This helps respect their time away from work and ensures another team member can assist when they are unavailable. Karen or Santi may be contacted directly where appropriate.

9. Additional services

Services required beyond those included in your individual Care Plan are currently charged as follows:

• Additional PCS hospital or clinic chaperone visit — IDR 1,200,000. Includes reasonable local taxi transport within the agreed travel area.
• Additional nurse visit (facilitated service) — IDR 600,000. Includes reasonable local nurse travel. Additional medicines or medical supplies may be charged separately where required. This fee is billed on behalf of, or remitted directly to, the official medical partner.
• Additional lymphatic drainage massage — IDR 600,000. Includes reasonable local practitioner travel. This fee is billed on behalf of, or remitted directly to, the official medical partner. Additional post-operative lymphatic drainage massage must remain subject to the surgeon’s written authorisation (medical clearance) to prevent complications at the surgical site.

Any additional charges will be discussed and agreed with you before the service is arranged wherever reasonably possible.

10. Acceptance

Payment of your 50% deposit confirms that you have received, read and accepted these Concierge Package Terms. PCS will provide written confirmation of your package, expected dates and any individually agreed inclusions.

All prices are charged in Indonesian Rupiah. Any AUD equivalent is an estimate only and will vary according to exchange rates and fees charged by your bank or card provider.