Terms of service

Last updated: 4 October 2026

1. Who we are

SinoCare Link ("SinoCareLink", "we", "us", "our") is a trading name of Soul Haven Limited, a company registered in Hong Kong. Address: Room D07, 8/F, Kai Tak Factory Building, No. 99 King Fuk Street, San Po Kong, Hong Kong. Phone: +852 4703 8475 (WhatsApp). Email: info@sinocarelink.org.

These terms apply when you use sinocarelink.org and when you book a service or buy a product from us. Please read them together with our Refund Policy, which forms part of these terms. Our Privacy Policy explains how we use your personal information.

2. What we do, and what we don't

We are a medical-travel coordination service, not a healthcare provider. We book appointments for you at hospitals, medical centres and clinics in mainland China, coordinate your visit, and provide the other services described on each service page, such as English versions of your reports or a bilingual medical companion.

Examinations, tests, diagnosis and treatment are carried out by the provider's medical professionals, under the provider's own rules and professional responsibility. We do not provide medical care ourselves. Where we arrange a remote consultation or a written opinion, the medical advice comes from the doctor or practitioner who gives it, not from us; apart from that, nothing on our website or from our coordinators is medical advice. Decisions about your health should be made with a qualified doctor.

In these terms, the "provider" is the hospital, medical centre or clinic you are booked with or, for a remote consultation or written opinion we arrange, the doctor or practitioner who gives it.

3. Booking

• What you get. Each service page sets out what is included, the price, and any lead time or conditions. A bilingual medical companion is included only where the service page says so; otherwise it is a separate service with its own terms on its own page.
• Dates. Your preferred date is a request until the provider confirms it. We tell you when it is confirmed. Lead times are set out in our Refund Policy and on the service page.
• Information you give us. Please give us accurate details, including the identity and passport details providers need to register you, and any medical history, medicines, pregnancy, implants or allergies that matter for the tests you have booked. A provider may change or decline a test if it is not safe or suitable for you.
• Preparation. Some tests need preparation, such as fasting. Please follow the instructions we send you; if you don't, some items may not be possible on the day.
• Personalised plans and quotes. If we give you a written quote or plan, it describes what is included and how long the quote is valid.

4. Prices and payment

• Prices are shown in the currency displayed on the service page and at checkout. The price shown at checkout is the total you pay us for the services and products in your order. We do not add tax or any other charge at checkout to the prices shown on our service pages. Anything the service page or your written quote does not list as included is not included — for example, medicines a doctor prescribes or extra tests you choose on the day. If you have them, the provider may charge you for them directly.
• Payments to us are received by Soul Haven Limited through our payment providers.
• If a service page or your written quote says that part of the price is paid later (for example, the balance for dental treatment once the dentist has confirmed your treatment plan), that part is paid as described there, including when and to whom you pay it.

5. Changes, cancellations and refunds

Changing a date, cancelling and refunds are covered by our Refund Policy, including what happens if we or the provider cannot go ahead. If you live in the United Kingdom or the European Economic Area and book as a consumer, you also have the right to cancel set out in that policy. Some services have their own cancellation terms on their page; our Refund Policy explains when those apply.

6. Your reports and results

• Your results come from the provider. Where your service includes an English version of your report, we send it to you together with the provider's original report. If the two differ, the provider's original report is the reference.
• Report times on our service pages are estimates. They depend on the provider and on the tests you have.
• Where your service includes it, we translate or summarise what the provider's doctors tell you, but we do not diagnose or give our own interpretation of your results. Please discuss them with the provider's doctor or your own doctor.

7. Your travel arrangements

Flights, accommodation and travel insurance are not included in our prices unless your service page or written quote says so. You are responsible for your passport and visa, and for meeting the entry requirements of mainland China and any other place you travel through. Our visa information is general guidance, not legal advice; please check the official rules before you travel. We recommend travel insurance that covers medical care abroad.

8. Medical companions

A bilingual medical companion helps you with language and with finding your way on the day. Companions do not provide medical care or medical advice.

9. Products we deliver

For products we send to you (such as our herbal wellness sets), the product page describes the product, delivery and any conditions. Product information is not medical advice: if you are pregnant, take medicines or have a medical condition, check with your doctor before using it. Returns and refunds are covered by our Refund Policy and by your rights under the law.

10. Our responsibility to you

• We provide our services with reasonable care and skill.
• We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill.
• Medical decisions and medical care are the responsibility of the provider and its medical professionals. We are responsible for doing our own part with reasonable care and skill — for example, choosing the providers we book you with, booking the service you asked for, passing on the information you give us, and the translations, summaries and instructions we give you. If you have a concern about the care you received, tell us and we will help you raise it with the provider.
• We are not responsible for delays or failures caused by events outside our reasonable control. If such an event affects your booking, we will tell you as soon as we can, and our Refund Policy applies.
• We supply our services for your personal use, so we are not responsible for business losses, such as loss of profit or of a business opportunity.
• Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that the law does not allow us to limit or exclude, and nothing in these terms affects your legal rights as a consumer.

11. Using our website

The information on our website is general information. We work to keep it accurate and up to date, but prices, services and rules can change, and the website is not a substitute for medical advice. The content of the website belongs to us or our licensors; you may view and print it for your own personal use.

12. Your personal information

We use your personal information, including health information, as described in our Privacy Policy. To deliver a booking, we share the details the provider needs with that provider.

13. Complaints

If something has gone wrong, please contact us at info@sinocarelink.org or on WhatsApp at +852 4703 8475 so we can try to put it right.

14. Changes to these terms

We may update these terms from time to time. The version in force when you place an order applies to that order.

15. Other terms

• If a court finds part of these terms invalid, the rest of the terms still apply.
• If we do not enforce a right straight away, we can still enforce it later.
• Translations of these terms are provided for convenience. Where the law allows, the English version applies if they differ.