FAQ

Q: Why do I pay SinoCare Link instead of the hospital directly?A: To provide you with a seamless, hassle-free experience. We offer packages that cover medical fees, professional translation, and coordination. By paying us, you avoid local payment hurdles (like restricted use of international cards at some clinics) and benefit from our transparent, upfront pricing: each package lists what it includes, and anything not listed is not included.

Q: Can I use Alipay or WeChat Pay in China with my foreign bank card? A: Yes. Visitors holding a non-Chinese passport can link an international card (for example Visa or Mastercard) to Alipay or WeChat Pay and pay by scanning QR codes at merchants in mainland China. Some card issuers may decline the linking, so we suggest setting this up and testing it before you travel. The wallet can only be used for purchases in China — not for transfers or cash withdrawals.

Q: How much can I pay with Alipay or WeChat Pay using a foreign card? A: Under current rules, payments made with a linked international card are capped at US$5,000 per transaction and US$50,000 per year (calculated in USD equivalent). The same limits apply to Alipay and WeChat Pay. Your card issuer's own limits also apply, so the lower of the two is what you can actually use. Always check the limit shown in the app.

Q: Do I need to verify my passport? A: Possibly. Official guidance says smaller payments (up to a maximum of US$2,000) can be made with simplified or no identity verification, but Alipay and WeChat Pay may ask for your passport details at any time, including before your first payment. To use the higher limits (up to US$5,000 per transaction and US$50,000 per year), you will need to submit your passport details in the app. Follow the prompts shown in the app.

Q: Are there any fees? A: For payments with a linked international card, transactions of RMB 200 or less are generally free of the platform service fee. For a transaction above RMB 200, a 3% fee on the full amount may apply. The fee shown on the payment page at the time of payment is final. Currency conversion is handled by your card issuer, and the final amount is what appears on your card statement.

Q: What is the best way to pay large medical bills (over US$5,000) in China? A: A single payment above US$5,000 cannot be made through Alipay or WeChat Pay with a foreign card, and the 3% fee would apply to large amounts anyway. For larger medical bills, the common options are:

• Pay by international card at the hospital's POS terminal. Many hospitals that display the Visa, Mastercard, UnionPay, American Express or JCB logo accept foreign cards directly, but some clinics restrict international cards, so check before you go.
• International wire transfer to the hospital, where the hospital offers it (hospitals that do usually provide an invoice and SWIFT details).
• Direct billing with your insurer (Guarantee of Payment, GOP), if your insurance company has a direct-billing arrangement with the hospital.

Accepted methods, deposits and prepayment rules differ from hospital to hospital. Our team will confirm the options with your hospital before your visit.

Q: Will the hospital ask for a deposit? A: Some hospitals ask self-paying patients for a deposit or full prepayment based on a cost estimate — for example before inpatient stays, surgery, or when outpatient charges exceed a set amount. Any balance is usually refunded to the original payment method. If your insurer has issued a Guarantee of Payment, a deposit may not be required. Rules vary by hospital, so we will check this for you in advance.

Q: Can I pay in cash, and how much can I bring? A: RMB cash is still accepted at hospitals and most merchants. You can exchange money at airports, banks, licensed exchange outlets and some hotels (look for the "Currency Exchange" sign). There is no limit on the foreign currency cash you can bring into China, but amounts above US$5,000 equivalent must be declared to Customs on arrival. Keep the declaration if you plan to take the cash back out. You can carry up to RMB 20,000 in RMB cash per person per trip, in or out. Foreign cards can also be used at ATMs, usually up to RMB 3,000 per withdrawal (your bank and the ATM may set lower limits).

Q: Can I change leftover RMB back before I leave? A: Yes. You can convert unused RMB back into foreign currency at banks or exchange points before departure. Keep your passport and original exchange receipt (valid for 24 months). Without a receipt, small amounts can still be converted with your passport — up to US$500 equivalent per day, or up to US$1,000 equivalent per day at exchange counters in the airport or port departure area after you pass customs and border control (airside), before you leave China.

Q: Is my payment secure?A: Absolutely. SinoCare Link is a legally registered entity in Hong Kong. We use industry-standard encrypted payment gateways (like Stripe and PayPal), which offer comprehensive consumer protection for every transaction.

Q: What is your refund policy if I need to cancel my trip?A: We understand plans change. If you notify us more than 7 working days before your scheduled date, a 10% administrative fee applies and the remaining 90% of your package fee is refunded to your original payment method. Cancellations within 7 working days of your appointment, including no-shows, are non-refundable. If you live in the UK or EEA, you also have a 14-day right to cancel — see Your Right to Cancel in our Refund Policy. For full details, see our Cancellation and Refund Policy.

Q: Can I get an invoice or receipt? A: Yes. Invoices and receipts are issued by Soul Haven Limited (SinoCare Link is a trading name of Soul Haven Limited, a company registered in Hong Kong). Your invoice itemises the service type (for example: medical companion & translation, health check-up coordination, or second-opinion case review) and the amount paid. If you need an invoice for insurance, reimbursement, your employer, or tax purposes, just contact us and we will provide one.

• Q: How do you select your partner hospitals?A: We book health checkups and scans at hospitals and licensed medical centres in China, including tertiary hospitals and licensed international medical centres, and dental care at our partner dental clinics (Taikang Bybo Dental). We confirm the facility with you before booking.
• Q: Will the doctors speak English?A: It varies. Some doctors, especially in hospital international departments, speak English; many do not. You can add an English-speaking companion for registration and routine conversation; for complex medical discussions, ask the hospital for a certified medical interpreter.

Q: How long does it take to receive my report?A: For a health checkup, the full English report follows 2–3 weeks after the checkup; for a standalone scan, 1–3 weeks. Accuracy is our priority. A comprehensive checkup generates complex data. Our medical translation team meticulously translates every metric and doctor’s note into English, and you receive the translation alongside the hospital's original Chinese report.

Q: Is the medical companion mandatory?A: No, it is optional. With a health checkup package, an English-speaking companion can be added for US$50 per half day (US$100 per half day on its own). Some packages, such as sedated endoscopy, already include one — check your package page. Dental packages do not include a companion; one can be added for US$100 per half day.

Q: Is my medical data kept private?A: Yes. Your medical records are sent over encrypted channels and shared only as described in our Privacy Policy.

• Q: Can you help with my visa?A: While we don't issue visas, we provide an official booking confirmation that you can use as part of your travel documentation. Many of our clients enter under China's visa-free entry or transit policies — see our visa-free transit guide for current rules.
• Q: How far in advance should I book?A: We recommend booking at least 2 weeks in advance to secure your preferred time slots, especially for dental work or executive checkups.