Frequently asked questions
48 questions in 12 categories — each with our boundary stated.
Identity & boundaries
Are you a hospital?
No. We are not a medical provider; we deliver no care and take no part in medical decisions.
Are you a middleman?
We are a coordination service that takes responsibility: the 16 steps from documents to follow-up are carried by a named team, not passed along.
What is your relationship with hospitals?
Engagement is in progress.
Do you provide at-home service?
We provide local concierge and accompaniment; coverage depends on the city and service.
Can you choose a hospital for me?
No — and we should not. We provide a verification method; the decision rests with you and the clinical situation.
Scope & process
How many steps are there?
16 steps, from first contact to post-return follow-up.
How long does it take?
It depends on the service — from 3 days to 6 weeks, subject to the hospital’s schedule.
Can it be expedited?
We can prioritise, but promise no expedited slots, and we never charge “expedite fees” for scheduling.
Can I do check-ups only, without treatment?
Yes. Check-up services stand alone; treatment is not required.
Can I change cities midway?
Yes, subject to the hospital’s schedule and your travel plans.
Fees & payment
Why can’t you give an “all-inclusive price”?
Hospital fees are charged per actual service and differ case by case. We list the two amounts separately so you know who gets paid.
Who collects the hospital fees?
The hospital. You pay in person with your passport at the cashier or foreign-card POS and receive the hospital’s receipt.
What is the service fee?
Fixed packages: A ¥1,200 / B ¥2,400 / C ¥4,800 / D ¥9,800–15,800.
Could there be extra charges later?
Any additions require written confirmation; Package D is confirmed item by item before signing.
Is the service fee refundable?
Per the terms of service. We make no promise of unconditional refunds.
Can you issue invoices?
The service fee comes with a VAT invoice for consulting services. Hospital fees are receipted by the hospital.
Safety & responsibility
Is surgery in China safe?
We make no safety promises. Use our hospital verification checklist to check the hospital tier, department and doctor registration yourself.
Can a cure be guaranteed?
No — and we do not promise. Outcomes are the responsibility of the hospital and attending physicians.
Who is responsible if something goes wrong?
Medical management is the hospital’s responsibility; we handle coordination, accompaniment and communication, with escalation paths for adverse events.
What about complications?
The hospital manages them under clinical standards. We help with communication and arrangements but never join medical judgement.
Hospitals & doctors
Why is there no hospital list?
A list would imply existing partnerships; hospital choice should rest on public information and clinical fit.
Can I request a specific doctor?
We can pass on the request, but cannot guarantee the appointment; scheduling belongs to the hospital.
How do I verify a doctor’s credentials?
Check the physician’s scope of practice and registered institution via the public medical-practitioner registry.
Is a higher-tier hospital always better?
Not necessarily — what matters is whether the department matches your condition. That is exactly step 2 of the verification method.
Language & communication
What if I don’t speak Chinese?
Russian is our first service language, available from first contact to post-return follow-up; a native-language companion attends your visits.
Who translates the reports?
We help obtain and translate documents issued by the hospital; the hospital’s originals always prevail.
Is a Russian-speaking operator guaranteed 24 hours a day?
No. We work by duty rosters, with urgent matters first.
Visa & travel
What about the visa?
The China–Kazakhstan visa-free arrangement expressly covers “medical” purposes; other countries follow their own rules. We help assemble the document checklist.
Is an invitation letter needed?
It depends on the visa type; if needed, we help explain the process.
Can you book flights and hotels?
We coordinate travel and contracted hotel resources; prices follow the hotel’s published rates on the day.
Privacy & data
Do you need my passport photo?
No. We collect no identity-document images; identity checks happen offline.
Can I upload my medical records directly?
The public form has no upload. After we establish contact we send a one-time secure link (valid 72 hours).
Where is my data sent?
For Kazakhstan audiences the master database stays in Kazakhstan; only a de-identified summary crosses the border, and only with your separate consent.
Is my data sold to third parties?
No. We never sell personal data and use no third-party tracking pixels.
How do I delete my data?
Submit a request via the channel listed on the privacy page; we process it within the stated period.
AI & automation
Am I chatting with a person or an AI?
If the first reply is generated by AI, the message says so explicitly. You can switch to a human at any time.
Will an AI decide whether I can be admitted?
No. AI only gives informational answers, receipt statuses, document checklists, completeness checks and schedule relays; every determination is made by a person.
Will an AI quote prices or promise dates?
No. Prices and scheduling always go to a human; AI makes no promises.
Cases & authenticity
Why are there no real cases?
We hold no patient-release authorisations for publication and will not invent any. The cases page shows process illustrations only.
Are the images on the cases page real?
No. They are abstract illustrations; the page is explicitly marked “not a real case”.
Are there real testimonials?
Not yet. We will not fabricate testimonials to look trustworthy.
Insurance & claims
Is direct insurance billing available?
It depends on the hospital’s own arrangements and your policy terms. We promise no active direct-billing channel.
Can you help with claims?
We help assemble documents; the claim decision belongs to the insurer.
Do you recommend insurance products?
No. We are not insurance brokers and recommend no products.
Will treatment be reimbursable?
It depends on your policy and its arrangements with medical institutions in China; we make no reimbursement promises.
Issues & complaints
What if the hospital changes my schedule?
We notify you immediately and coordinate alternatives; every case is logged and closed through our exception process.
Who handles complaints about the service?
Submit via the contact page; we log and process every complaint through the workflow.
Will you push sales at me?
No. We send no marketing blasts and run no limited-time promotions.
What happens next
Every step is handled by people; you can also simply ask one question first.
Content responsibility
- Content owner
- pending appointment
- Medical reviewer
- pending appointment（G4）
- Published
- 2026-09-21
- Last reviewed
- 2026-10-08
- Sources
- Key facts come from public sources (official bodies, hospitals’ public listings); sources are references, not endorsements.
- Submit a correction
- Corrections log