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> Who are we?

Our assistants can communicate in both Chinese and English and undergo customer service training. All of our staff, whether part-time or full-time, are dedicated to resolving customers’ issues as thoroughly and efficiently as possible.

> Can you handle any issue?

There is no limitation to the types of requests we can handle. Even for unusual or complicated requests, we will try our best to find the most accurate and detailed information.

> Is there any registration or membership required to use the service?

To use this service, it is necessary to have an account for our main website okokokok.net (a job and information portal for expats in China), but there are no registration or membership fees. Having a user account is mainly for the purpose of tracking customer requests and payments; our staff can easily assist anyone with making an account if needed.

>  What types of payment do you accept?

We accept the most common methods of payment in China, WECHAT and ALIPAY, as well as PAYPAL and bank transfer. If you are unfamiliar with using the Chinese payment systems and procedures, our staff can also assist you. Customers outside of China can use our service also, but please note that refunds can only be processed within China and in Chinese currency.

> Can I call you instead of messaging?

Our main way of communicating is through messaging although we can accept phone calls regarding urgent/emergency matters. We prefer to use messaging to send/keep records of all information and to handle issues more efficiently. If you want to use voice services you can let us know, but please note that the fee for this service is higher than the standard service rate.

> Can you help me find the cheapest price for products and services?

We will always try to suggest the most reasonably-priced services, and if there is a particular business/service provider you prefer to use, you can tell us directly. Since we already have extensive knowledge of/relationships with a wide range of service providers, we can recommend several or various service options, but you as the customer always gets to choose which service is most suitable. We only offer our advice, but it is always up to you to decide what is best for your needs. 

> Do you help with translation or interpretation?

Yes, we can interpret on your behalf if you explain your situation in detail. We do provide document translation at an additional cost, and in certain cases we can refer you to a professional translator/interpreter.

> Is your service available for other languages besides English?

Our service is currently only available in English, but we plan to offer service for additional languages in the near future.

> Can I use HelpX from outside of China?

You can use the service regardless of your location; however, please note that our service is focused on issues and information within China. There are various options for payment if you are outside of China.

> Is service available during holidays?

We are closed during major holidays because most businesses/service providers are also closed at these times.  During holidays there are on-call staff available for urgent/emergency situations, but please note that the service fee will be higher than the usual rate. 

> Do you give immigration, legal, or medical consultation?

We can provide advice related to such issues; however, since we are not specialized in these areas, we can refer customers to the appropriate resources if issues are beyond the scope of our knowledge. We will determine whether or not we can solve your issue or whether a qualified professional is more suitable.