Please read this agreement carefully before activating your membership. By purchasing or activating an ExpatEmergency membership, you agree to be bound by the terms set forth below. If you do not agree, do not activate or use the service.
1. Definitions
For the purposes of this Agreement, the following terms have the meanings given below:
- "ExpatEmergency" / "we" / "us" / "our"
- ExpatEmergency LLC, the company providing emergency coordination services under this agreement.
- "Member" / "you" / "your"
- The individual who purchased an ExpatEmergency membership and is listed as the primary account holder.
- "Household Members"
- The Member's spouse, domestic partner, and dependent children under the age of 26 who reside with the Member in the Coverage Area and are registered on the membership account.
- "Coordinator"
- A bilingual ExpatEmergency staff member who answers your call, facilitates real-time telephone translation, and coordinates access to third-party providers on your behalf.
- "Emergency"
- An unforeseen, time-sensitive situation involving risk to health, safety, legal status, physical security, housing, or lawful travel that requires immediate coordinated action.
- "Coordination Services"
- The services provided by ExpatEmergency, which consist of bilingual telephone communication, translation, information relay, referral to vetted third-party providers, and logistical assistance. Coordination Services do not include the direct provision of medical, legal, financial, or other professional services.
- "Third-Party Provider"
- A licensed physician, hospital, lawyer, locksmith, mechanic, tow operator, embassy official, contractor, or other professional or institution that delivers substantive services to the Member. Third-Party Providers are independent of ExpatEmergency.
- "Coverage Area"
- The five countries where ExpatEmergency coordination services are available: Mexico, Colombia, Costa Rica, Panama, and Ecuador.
- "Membership Year"
- The 12-month period beginning on the date of membership activation.
2. Nature of Service
ExpatEmergency is an emergency coordination and bilingual communication service. We are not an insurance company, a law firm, a medical provider, or a financial institution.
When you call our hotline during an emergency, a Coordinator will:
- Join the call and communicate directly with Spanish-speaking parties (doctors, police officers, lawyers, tradespeople, landlords, embassy staff) on your behalf;
- Translate conversations in real time and summarize your situation and options in English;
- Contact, identify, and connect you with vetted Third-Party Providers appropriate to your situation;
- Stay on the line, follow up, and provide logistical guidance until the immediate emergency is stabilized or resolved.
ExpatEmergency does not pay your medical bills, post bail, provide legal representation, replace lost documents, repair your vehicle, or guarantee any particular outcome. Our service is the coordination layer that ensures you can access help when you need it — in a language you understand.
3. Membership & Eligibility
3.1 Who May Join
ExpatEmergency membership is open to any adult (18+) who lives in, is relocating to, or spends extended time in the Coverage Area. Membership is not available to individuals who reside exclusively in their country of citizenship and have no substantial presence in the Coverage Area.
3.2 Household Coverage
A single membership covers the Member and their Household Members at no additional cost. Each Household Member must be registered on the account. Household Members may call the hotline independently and receive the same services as the primary Member.
3.3 Membership Term
Memberships are sold in 12-month terms. Membership does not auto-renew. You will receive a renewal reminder by email before your Membership Year ends.
3.4 Activation
Your membership becomes active upon receipt of payment and completion of the registration process, including submission of Household Member details. Services are available immediately upon activation — there is no waiting period.
3.5 Non-Transferability
Memberships are non-transferable. The Member and registered Household Members are the only persons authorized to use the hotline. Using the membership on behalf of unregistered individuals is a breach of this Agreement.
4. Coverage — What Is Included
Your ExpatEmergency membership includes all of the following, with no per-call fees and no usage caps:
- 24/7 hotline access — Call any time, any day, including holidays.
- Real-time bilingual translation — A Coordinator joins your call and communicates directly with Spanish-speaking parties on your behalf.
- Medical emergency coordination — Hospital identification, physician communication, family notification, and medical transfer coordination where appropriate.
- Legal emergency coordination — Connection to bilingual attorneys for detainment, arrest, contract disputes, tenant-landlord conflicts, and related matters.
- Passport and document loss coordination — Embassy contact, appointment scheduling, and interim identification guidance.
- Police encounter support — Real-time translation during police stops, detainment, or questioning; rights explanation; attorney connection if needed.
- Vehicle emergency coordination — Roadside assistance location, tow truck dispatch, rental car identification, and mechanic referral.
- Home and property emergency coordination — Locksmith dispatch, emergency contractor referral, and landlord communication facilitation.
- Family coordination — Notification of designated emergency contacts and family liaison services when the Member is incapacitated.
- Follow-up calls — Coordinators will follow up to confirm emergency resolution at no additional charge.
5. Coverage Clauses by Category
The following sub-sections define in detail what ExpatEmergency will and will not do within each service category. These clauses govern all services provided under this Agreement.
5.1 Medical Emergencies
What is covered
- Joining the call with hospital admissions staff, ER nurses, or treating physicians to translate medical history, symptoms, and instructions in real time.
- Identifying the nearest appropriate hospital or clinic for the type of emergency, including private facilities with English-speaking staff where available.
- Communicating with ambulance dispatch on your behalf when language barriers would delay response.
- Coordinating medical transfer to a higher-level facility (e.g., from a regional clinic to a major city hospital) by identifying receiving hospitals, communicating with transfer teams, and relaying medical information.
- Translating discharge instructions, follow-up prescriptions, and post-care directives.
- Notifying designated emergency contacts and providing status updates in English when the Member is unable to communicate.
- Facilitating communication with your health insurer or embassy for any medical payments or repatriation assistance they may provide independently.
What is not covered
- Payment of medical bills, hospital deposits, ambulance fees, or prescription costs.
- Provision of medical advice, diagnosis, or clinical judgment.
- Physical medical transport or repatriation logistics (we facilitate communication; logistics are arranged through Third-Party Providers).
- Elective procedures, routine check-ups, or non-emergency medical appointments.
- Situations arising from the Member's refusal of available medical treatment.
5.2 Legal Emergencies
What is covered
- Connecting the Member with a vetted bilingual attorney in the relevant jurisdiction within the Coverage Area.
- Translating communications between the Member and local law enforcement, prosecutors, or court officials during an active legal emergency.
- Explaining the Member's legal rights in plain English at the time of arrest, detainment, or police questioning.
- Coordinating attorney arrival or telephone consultation during police detainment.
- Facilitating communication for tenant-landlord disputes, contract disagreements, and property access emergencies requiring immediate legal action.
- Assisting with translation of urgent legal documents that must be acted on immediately (e.g., eviction notices, summonses, police orders).
What is not covered
- Legal representation in court or formal legal proceedings.
- Attorney fees, court costs, bail, fines, or any financial obligations arising from a legal matter.
- Ongoing legal advice for non-emergency immigration, tax, or civil matters.
- Legal emergencies arising from conduct that is illegal under local law (see Section 7).
- Translation of contracts, wills, property deeds, or other documents outside of an active emergency.
5.3 Passport & Document Loss
What is covered
- Contacting the Member's country of citizenship's nearest embassy or consulate on their behalf to report the loss and begin the replacement process.
- Scheduling emergency passport appointments where available.
- Providing guidance on acceptable interim identification documents recognized in the relevant country.
- Translating communications with local immigration or police when filing a denuncia (police report) for document theft.
- Coordinating with hotels, airlines, or transportation providers when the loss affects imminent travel plans.
What is not covered
- Passport or visa fees, replacement document costs, or expedited processing fees.
- Replacement of non-travel documents such as driver's licenses, credit cards, or national ID cards — though we will provide general guidance.
- Situations caused by the Member knowingly surrendering documents to unauthorized persons.
5.4 Police Encounters
What is covered
- Joining any police stop, checkpoint, or detainment call in real time to translate between the Member and officers.
- Explaining the officer's requests and the Member's rights clearly and accurately in both languages.
- Communicating on the Member's behalf during corrupt or extortionate encounters, including explaining the Member's knowledge of official procedures.
- Contacting a bilingual attorney if the Member is formally detained or arrested.
- Notifying the Member's embassy or consulate in the event of formal arrest or detention.
- Following up after the encounter to confirm safe resolution.
What is not covered
- Payment of fines, bribes, bail, or any sum demanded by officers or authorities.
- Legal defense or representation in proceedings arising from the encounter.
- Situations where the Member is engaged in conduct that is illegal under local law.
5.5 Vehicle Emergencies
What is covered
- Locating the nearest available tow truck and communicating your vehicle type, location, and destination in Spanish.
- Identifying nearby mechanics and communicating vehicle symptoms to facilitate faster diagnosis.
- Coordinating temporary transportation or rental car access if the vehicle cannot be immediately repaired.
- Translating communications with local police or other drivers following a road accident.
- Assisting with communication for insurance claims after a vehicle incident.
- Providing guidance on local roadside emergency procedures and legal requirements (e.g., accident report filing).
What is not covered
- Towing fees, repair costs, parts, or rental car charges.
- Mechanical work or physical roadside assistance performed by ExpatEmergency staff.
- Situations arising from the Member operating a vehicle without valid local authorization.
- Routine vehicle maintenance, flat tires without safety risk, or non-emergency mechanical inquiries.
5.6 Home & Property Emergencies
What is covered
- Dispatching a licensed locksmith when the Member is locked out of their residence or a lock is damaged following a break-in.
- Identifying and contacting emergency contractors for acute structural or utility failures (flooding, electrical outage, gas leak, burst pipe).
- Communicating with the Member's landlord in Spanish regarding urgent property access, emergency repairs, or habitability issues.
- Translating communications with utility companies, emergency services, or local authorities responding to a property emergency.
- Coordinating temporary accommodation referrals if the property becomes uninhabitable due to an emergency.
What is not covered
- Locksmith fees, contractor costs, repair bills, or accommodation expenses.
- Ongoing landlord-tenant disputes unrelated to an immediate emergency.
- Property damage caused by the Member's own negligence.
- Routine maintenance inquiries or non-urgent repair coordination.
5.7 Family & Remote Coordination
What is covered
- Notifying the Member's designated emergency contacts (family members, friends, or colleagues) of the situation and providing status updates in English.
- Acting as liaison between the Member's family abroad and local providers, hospitals, or authorities when the Member is incapacitated.
- Coordinating with family members who are traveling to assist the Member (e.g., arranging hospital meeting points, providing on-the-ground guidance).
- Providing general support and communication continuity when the Member is unable to manage communications personally due to medical or legal circumstances.
What is not covered
- Travel costs, flights, or logistics for family members traveling to assist.
- Custody disputes, family court proceedings, or non-emergency family legal matters.
- Services for family members who are not registered Household Members on the account.
6. Geographic Coverage
ExpatEmergency coordination services are available 24/7 anywhere within the following five countries:
- Mexico — Including Mexico City, Guadalajara, Monterrey, Puerto Vallarta, Cancún, Oaxaca, San Miguel de Allende, Playa del Carmen, Mérida, and all other regions.
- Colombia — Including Bogotá, Medellín, Cartagena, Cali, Santa Marta, and all other regions.
- Costa Rica — Including San José, Tamarindo, Jacó, La Fortuna, Puerto Viejo, and all other regions.
- Panama — Including Panama City, Boquete, Bocas del Toro, David, and all other regions.
- Ecuador — Including Quito, Cuenca, Guayaquil, Baños, Manta, and all other regions.
Remote area caveat: We can always call on your behalf. However, in very remote or rural locations, the availability of Third-Party Providers (hospitals, attorneys, mechanics) may be limited by local infrastructure. Our Coordinators will identify the nearest available option, which may require travel to a larger city.
Outside the Coverage Area: ExpatEmergency services are not available in countries not listed above. Providing services outside the Coverage Area is at ExpatEmergency's sole discretion and does not set a precedent for future assistance.
7. Exclusions
ExpatEmergency will not provide services in the following circumstances:
- Financial obligations: We will not pay, guarantee, or advance any fees, bills, fines, bail, ransom, or any other financial obligation on behalf of the Member or any Third-Party Provider.
- Professional advice: We do not provide medical diagnosis, legal advice, financial advice, or immigration advice. Our Coordinators provide translation and coordination — not professional judgment.
- Illegal conduct: We will not assist with emergencies arising from the Member's participation in activities that are illegal under local law, including drug-related offenses, fraud, and violence.
- Non-emergencies: Routine appointments, ongoing chronic care management, standard legal processes, everyday translation needs, or general travel assistance that does not involve an active emergency are not covered.
- Countries outside the Coverage Area: Services are not available in countries other than those listed in Section 6.
- Unregistered individuals: Services may only be provided to the Member and registered Household Members.
- Force majeure: ExpatEmergency is not responsible for failure to provide services due to natural disasters, national emergencies, civil conflict, telecommunications failures, or other events beyond our reasonable control, though we will make all reasonable efforts to assist.
8. Translation Standards
8.1 Accuracy and Neutrality
Our Coordinators will translate to the best of their professional ability. We translate what is said — we do not editorialize, omit information, or coach either party. In medical contexts, we prioritize accuracy of clinical information above all else.
8.2 Limitations of Telephone Translation
Telephone translation operates in real time without the benefit of visual context, medical imaging, or document review. In situations where written document translation is required, we will translate key terms and provisions verbally. We recommend obtaining independent written translations for formal legal documents prior to signing.
8.3 Call Recording
All calls to the ExpatEmergency hotline are recorded for quality assurance, training, and dispute resolution purposes. By calling the hotline, you consent to the recording of your call. See Section 11 for full data handling terms.
9. Third-Party Providers
9.1 Independence
Third-Party Providers — including hospitals, clinics, attorneys, locksmiths, tow operators, and contractors — are independent professionals not employed by or affiliated with ExpatEmergency. ExpatEmergency does not control their actions, pricing, availability, or quality of service.
9.2 Vetting
ExpatEmergency maintains a network of vetted providers in each Coverage Area country. "Vetted" means we have verified basic licensing, received positive reports from prior members, and confirmed contact information. Vetting does not constitute an endorsement, warranty, or guarantee of any provider's services.
9.3 Provider Availability
Provider availability cannot be guaranteed. In the event a preferred provider is unavailable, we will identify the best available alternative. In rural or remote locations, options may be limited.
9.4 Liability
ExpatEmergency is not liable for the acts, omissions, errors, or negligence of any Third-Party Provider. Any claims regarding Third-Party Provider services must be directed to that provider directly.
10. Payment, Pricing & Refunds
10.1 Membership Price
The current membership price is $197 USD per year for the Member and all registered Household Members. Prices are subject to change in accordance with Section 15. The price in effect at the time of purchase is locked for that Membership Year.
10.2 Payment
Payment is due in full at the time of purchase. We accept major credit and debit cards. Payment is processed securely through our third-party payment processor.
10.3 No Auto-Renewal
Memberships do not auto-renew. Your membership will expire at the end of the 12-month Membership Year. You will receive reminder emails before expiration. To maintain uninterrupted coverage, you must manually renew.
10.4 30-Day Satisfaction Guarantee
If you are not satisfied with your membership for any reason, you may request a full refund within 30 days of activation, provided you have not used the hotline for an active emergency during that period. To request a refund, contact us at the address in Section 17.
10.5 No Refunds After 30 Days
After the 30-day period, membership fees are non-refundable except where required by applicable law.
11. Call Recording & Data
By using the ExpatEmergency hotline, you consent to the recording and storage of all calls. Recordings are retained for a minimum of 24 months and may be used for:
- Quality assurance and Coordinator training;
- Resolution of member disputes or complaints;
- Compliance with legal obligations;
- Providing transcripts or records to members upon written request.
Call recordings will not be sold to third parties. For full details on how we collect, use, and protect personal information, please see our Privacy Policy.
12. Member Responsibilities
As a Member, you agree to:
- Provide accurate information at registration, including correct Household Member details, emergency contacts, and relevant medical or legal background information.
- Use the hotline only for emergencies or situations that genuinely require coordination assistance — not for routine translation or general inquiries.
- Not misuse or share hotline access with unregistered individuals.
- Follow reasonable safety guidance provided by Coordinators, Third-Party Providers, and local authorities.
- Maintain valid contact information on your account so that we can reach you and your emergency contacts effectively.
- Promptly notify us of changes to your Household Members or primary country of residence within the Coverage Area.
13. Limitation of Liability
13.1 Cap on Damages
To the maximum extent permitted by applicable law, ExpatEmergency's total liability to you for any claim arising from or related to this Agreement — including claims related to coordination services, translation quality, or Third-Party Provider referrals — is limited to the amount you paid for your current Membership Year (not to exceed $197 USD).
13.2 No Consequential Damages
ExpatEmergency is not liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to: medical complications, adverse legal outcomes, financial loss, property damage, loss of income, or emotional distress — even if ExpatEmergency has been advised of the possibility of such damages.
13.3 No Outcome Guarantees
ExpatEmergency does not guarantee any particular outcome from its coordination services. Emergency outcomes depend on factors entirely outside our control, including the availability and quality of local providers, local laws and regulations, and the specific circumstances of each emergency.
13.4 Essential Basis
The limitations in this Section reflect the agreed allocation of risk between the parties and are an essential element of the basis of the bargain between ExpatEmergency and the Member. Without these limitations, ExpatEmergency could not offer the service at its current price.
14. Termination
14.1 Termination by Member
You may cancel your membership at any time by contacting us at the address in Section 17. Cancellation within the first 30 days entitles you to a full refund per Section 10.4. Cancellations after 30 days will take effect at the end of the current Membership Year with no refund.
14.2 Termination by ExpatEmergency
ExpatEmergency may terminate your membership immediately, without refund, if you:
- Provide false information at registration or during a hotline call;
- Use the hotline for non-emergency purposes after being warned;
- Allow unregistered individuals to use your membership;
- Engage in abusive, threatening, or harassing conduct toward Coordinators;
- Attempt to use the service in connection with illegal activity;
- Dispute or reverse a legitimate payment.
15. Modifications to this Agreement
ExpatEmergency reserves the right to modify this Agreement at any time. For material changes — including changes to pricing, coverage scope, or dispute resolution procedures — we will provide at least 30 days' advance written notice by email to the address on your account.
Your continued use of the service after the effective date of a modification constitutes your acceptance of the revised terms. If you do not accept a modification, you may terminate your membership per Section 14.1 before the modification takes effect.
The current version of this Agreement is always available at expatemergency.com/service-agreement.html.
16. Governing Law & Dispute Resolution
16.1 Governing Law
This Agreement is governed by the laws of the State of Delaware, United States, without regard to its conflict of laws principles.
16.2 Informal Resolution First
Before initiating any formal dispute process, you agree to contact ExpatEmergency at the address in Section 17 and provide a written description of the dispute. We will use good faith efforts to resolve the matter within 30 days.
16.3 Binding Arbitration
If informal resolution fails, any dispute, claim, or controversy arising out of or relating to this Agreement or the ExpatEmergency services will be resolved by binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules. Arbitration will be conducted in English. The arbitrator's decision will be final and binding.
16.4 Class Action Waiver
You agree that any dispute will be resolved on an individual basis only. You waive any right to participate in a class action lawsuit or class-wide arbitration against ExpatEmergency.
16.5 Exceptions
Either party may seek emergency injunctive relief from a court of competent jurisdiction to prevent irreparable harm pending arbitration, without waiving the right to arbitrate the underlying dispute.
17. Contact Information
For questions about this Agreement, refund requests, membership changes, or dispute notices, please contact us:
ExpatEmergency LLC
Email: support@expatemergency.com
Hotline: +1-800-555-0199 (members only — for legal and billing matters, use email)
Hours: 24/7 for emergencies · Monday–Friday 9am–6pm ET for billing and account inquiries