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 all-inclusive 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 with no surprise bills.

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. 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: Why does it take 7-15 working days to receive my report?A: Accuracy is our priority. A comprehensive checkup generates complex data. Our medical translation team meticulously translates every metric and doctor’s note into English, followed by a double-check by a medical professional to ensure you receive a report you can trust.

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. We adhere to strict data privacy protocols. Your medical records are encrypted and only accessible by you and our certified translation team. We never share your data with third parties.

• 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.