Request a Service FAQ

1. What happens after I request a service by contacting you through email?

• Based on your email, we will evaluate whether and how we can help you with your application.
• If we can help you with your needs, we will invite you to a voice-call interview on Ding Talk (usually 10-15 minutes).
• During the interview, you will get to know more about our services, and we will learn more about your needs.
• You decide on the purchase.
• Once the contract is signed and the payment is completed, we will start the service(s).

2. How soon will I get your response?

Usually you will hear back from us within 24 hours on workdays.

3. Why do I need to send you my applicant information to request a service?

The information you fill out in the request-a-service email will help us better understand your background and needs. This will allow us to help you more efficiently. Your information will only be used by us to further provide you service(s), and will not be shared with any third party. Please see our Privacy Policy for more information.

4. Do I need to answer every question in the request-a-service email?

We strongly suggest you fill out as much information as possible. If some of the information is unavailable (e.g. standard scores), you can answer N/A. However, if too much information is missing, we may not be able to understand your needs or provide any service to you.

5. If I don’t want to send you a request-a-service email, can I talk to you directly through WeChat texts/voice calls?

The request-a-service email is a necessary part of our initial pre-purchase customer service. We require it of all potential customers and will not proceed to communication through WeChat, or any other medium, until the initial pre-purchase process is complete.

6. Can I ask you for any guidance on my application before I make a purchase?

The pre-purchase consulting is mainly for you to learn more about our services, and for us to know more about your needs. Any application related questions can be answered after you purchase the corresponding services.

7. Can I ask you questions that are outside the scope of the service I have purchased?

Questions beyond the scope of the service you have purchased can only be answered after you have purchased the corresponding service(s).