Booking & Refund Policy

Please book at least 10 working days before your preferred date where you can, unless your service's own page gives a shorter lead time. Your preferred date is a request until the hospital or clinic confirms it, so a specific date can't be guaranteed; with shorter notice, fewer slots are open.

If your preferred date is 7 working days away or less, please message us to check availability before you pay. Once you have paid, the cancellation terms below apply.

SinoCare Link commits resources to your booking upon your payment and secures your medical slot once the hospital or clinic confirms it. Our refund policy is as follows:

• Notice > 7 Working Days: If you notify us of a cancellation more than 7 working days before the scheduled date, a 10% administrative fee will be charged. The remaining 90% of the package fee will be refunded to your original payment method.
• Notice ≤ 7 Working Days: Cancellations made within 7 working days of the appointment (including "no-shows") are non-refundable.
• Services With Their Own Terms: If you pay separately for a service, such as a medical companion, and its own page sets out cancellation terms for it, those terms apply to that service instead of the two notice periods above, and a request to change its date is treated as a cancellation under those terms. They never reduce a refund due to you under If We Can't Go Ahead or Your Right to Cancel below.
• If We Can't Go Ahead: If we can't confirm your appointment on a date you accept, or a confirmed appointment is cancelled or moved by us or by the hospital or clinic (other than at your request) and no new date works for you, we will refund your payment in full. A new date arranged for this reason is free and doesn't count as one of your rescheduling requests. If we can't provide an add-on you have paid for, such as a companion, and your visit still goes ahead, we will refund that add-on in full.
• Payment Recipient: All payments and eligible refunds are processed through our Hong Kong entity, Soul Haven Limited.

If you live in the United Kingdom or the European Economic Area (the EU, Iceland, Liechtenstein and Norway) and book as a consumer, this section applies to the services you book with us, as well as the rest of our Refund Policy. Where it gives you more, this section applies instead. This section does not cover products we deliver to you (such as our herbal wellness sets); if you have bought one and want to cancel, please contact us.

Right to cancel. You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day of the conclusion of the contract (the day you place your order). Days are counted in the time zone where you live.

To exercise the right to cancel, you must inform us (Soul Haven Limited, trading as SinoCare Link, Room D07, 8/F, Kai Tak Factory Building, No. 99 King Fuk Street, San Po Kong, Hong Kong; +852 4703 8475 (WhatsApp); info@sinocarelink.org) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or an email). You may use the model cancellation form below, but it is not obligatory. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation. If you cancel this contract, we will reimburse to you all payments received from you. We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. If your payment has only been authorised and not yet taken, we will cancel the authorisation instead. Any companion or add-on you booked with a package is cancelled with it; what you pay for each is worked out as set out below.

If you requested to begin the performance of services during the cancellation period, you shall pay us an amount which is in proportion to what has been performed until you have communicated us your cancellation from this contract, in comparison with the full coverage of the contract. This is how we work that out:

• Hospital and clinic packages (health checkups, imaging, dental and add-ons): 10% of the package price is the price of our booking and coordination service (this is the 10% administrative fee in our cancellation terms above; within your 14 days it is charged only once your appointment has been confirmed), which is provided in full when we send you the hospital's or clinic's confirmation of your appointment. If you cancel before that confirmation, we refund everything. If you cancel after it and before your appointment starts, we keep that 10% and refund the rest. If you cancel after your appointment has started, we keep that 10% and, of the other 90%, the share that matches the items already carried out; we refund the rest and will show you how we worked it out.
• Medical companion: the service is performed on your service day. If you cancel before your service starts, we refund the companion fee in full. Once it has started, you pay for the time already provided.
• Appointment booking service: the service is provided in full when we send you the hospital's confirmation of your appointment. A proxy consultation is provided in full when we send you your written summary; if you cancel it after we have started work but before we send the summary, you pay for the work already done, in proportion to the whole service, and we refund the rest; we will show you how we worked it out.
• Second medical opinions and remote services (such as remote consultations and analyses): the service is provided in full when we send you the written opinion, summary or report. If you cancel before we start work on your case, we refund everything. If you cancel after we have started but before we send your opinion, summary or report, you pay for the work already done, in proportion to the whole service, and we refund the rest; we will show you how we worked it out.

When the right to cancel ends early. If you asked us to start a service within the cancellation period and acknowledged that you would lose your right to cancel once it had been fully performed, you can no longer cancel that service once we have fully performed it — for example, a booking service once we have sent you the hospital's confirmation, a companion service once your booked session has ended (and, if you attended, we have sent you your visit summary), or a package once your appointment has taken place and we have sent you your report.

If you don't cancel and don't attend, the no-show terms in our Refund Policy (or on the service's own page) apply. After the cancellation period, the rest of our Refund Policy applies.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract)
To: Soul Haven Limited, trading as SinoCare Link, Room D07, 8/F, Kai Tak Factory Building, No. 99 King Fuk Street, San Po Kong, Hong Kong; info@sinocarelink.org
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service [*],
Ordered on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.

We provide flexibility for travel changes, provided sufficient notice is given:

• Advance Notice (> 7 working days): Your first request to change the appointment date is free of charge.
• Subsequent Changes: For the second and any following rescheduling requests, a fee of $20 USD per change will be applied.
• Late Rescheduling (≤ 7 working days): Any request to change the date within 7 working days of the appointment will be treated as a cancellation and follows the non-refundable policy.

• If you choose to leave the medical facility or discontinue the checkup/treatment process for personal reasons before completion, the remaining items will be considered voluntarily abandoned.
• SinoCare Link will not be able to provide partial refunds or reschedule the unfinished items for a later date.

• Working Days: Refers to Monday through Friday, excluding public holidays in mainland China and Hong Kong.
• Third-Party Providers: SinoCare Link is a facilitator. Medical services are provided by third-party licensed hospitals. Any medical disputes arising from the treatment itself are subject to the hospital’s own policies