FAQ

Order Placement
Q1: How can I purchase a health check package?
You can browse all available packages on our website, select the one that suits you, and click “Buy Now.” Follow the instructions to register or log in, fill in your personal information, and complete payment. You will then receive a confirmation email and an order number.

Q2:How soon can I schedule my appointment after placing an order?
After the customer service receives the paid order in the system, we will contacts the customer by email or online customer service tool (SalesMartly) to confirm the physical examination information and arrange your expected appointment time. We recommend booking at least 3 business days in advance to secure your preferred date and location.


Appointment Booking

Q1:What information do I need to provide when booking?  
Please provide your order number, the examinee’s full name, ID or passport number, contact phone number, as well as your preferred examination date and center location.

Arrival & Check-in

Q1:What should I bring on the day of the examination?  
Please bring a valid photo ID (national ID or passport) and your appointment confirmation (digital or printed). We recommend wearing loose, comfortable clothing and avoiding metal accessories.

Q2:Do I need to fast before the examination?  
Most blood tests (e.g., blood glucose, lipid profile, liver function), ColorDoppler ultrasound and CT scans require fasting for 8–12 hours. You will receive detailed preparation instructions in your appointment confirmation email. If unsure, please contact customer service in advance.

Q3:What is the latest arrival time?  
We recommend arriving 15 minutes before your scheduled appointment. The latest check in time is generally 10:30 AM (please refer to your appointment confirmation). Late arrival may result in failure to complete all the check up items on the same day.

Rescheduling
Q1:How can I reschedule my appointment?  
You may reschedule at least 24 hours before your original appointment date by logging into “My Orders” on our website or emailing customer service and discuss rescheduling.

Q2:Is my original appointment still valid after rescheduling?  
Once your rescheduling is confirmed, your original appointment will be automatically canceled and the new appointment time takes effect. You will receive an updated confirmation email.


Cancellation & Refund
Q1:How do I cancel my order? Can I get a refund?  
You can cancel the order directly on the website.

Q2:How long does it take to receive a refund?  
Refunds will be credited back to your original payment account within 2 business days after your cancellation is confirmed.

Report Access
Q1:How do I get my examination report and how long does it take?
Your electronic report will generally be available within 7–15 business days after the examination. 
We will send the report to your email address. If you have a WeChat account, you may also follow our official WeChat public account, link your personal information, and view your report there.

Q2:Can someone else pick up my paper report on my behalf?
Yes. The authorized person must bring: a signed authorization letter from the examinee, a copy of the examinee’s ID, and the original valid ID of the person collecting the report.

Q3:I see abnormal findings in my report. Can I consult a doctor?
Yes. We offer free postexamination report interpretation services for all customer. You can call our customer service hotline to schedule a phone consultation, or leave a message on our website, and a health management specialist will contact you within 24 hours.

Privacy Protection
Q1:Is my personal health information secure?
Yes. We strictly comply with the Personal Information Protection Law of mainland China and other relevant laws and regulations. All health data is encrypted during storage and transmission. Without your written authorization, we will never disclose your examination results or personal information to any third party.

Q2: Will you use my data for commercial promotion?
A2: No. Your data will only be used to provide you with physical examination and health management services

Group Purchase
Q1:Our company wants to purchase health check packages in bulk for employees. What is the process?
Please leave your contact information via our official website or send an email to our corporate email address. Our health consultant will then provide you with tailored group customer service.

Q2:After the group purchase, how do employees schedule their appointments?
We will open a dedicated booking channel for your company. Employees can use the exclusive website to select packages and schedule their own examination appointments. Alternatively, you can provide a list of employees, and we will make the appointments on your behalf.