THINGS TO KNOW ABOUT OUR SERVICE

What makes SOS different from any other China “phone-helpline” or concierge service?
SOS was created to make it EASY, AFFORDABLE, and COMPREHENSIVE for Expats living, working or visiting in Shanghai. Other service providers often lack the types of services offered or are simply too expensive. We want to fill the gap and provide the best possible service and satisfaction.

Is there a membership or start-up fee?
No. There is no fee to join. You pay for each service you order and for convenience, you may also purchase SOS Points which is just like online cash. We also offer individual and corporate packages here.

Can I ask or request for anything?
Yes, big or small. Please give a clear and detailed description of your request and we welcome any specific guidance (websites to translate, people to call, etc.) on how you would like the job completed. We will always try our best to answer your questions and resolve your tasks. If we are left with an impossible task, such as trying to reserve a restaurant which is fully booked, we will do our best in finding an alternative. There may be times our Agents will call you back for clarification or to give you options…please be patient.

How do I contact an SOS Customer Agent?
You can call our toll free hotline. You can also reach us by email, MSN messenger, or SKYPE. It’s up to you, whichever is most convenient. However, please register for free with us, first.  Register here.

Do your Customer Agents speak English?
Yes, they do! We are continuously training staff so please be patient if they do not initially understand and be as clear as possible. If you are not satisfied, please ask for a manager and we'll ensure that we remedy the situation. We also support other languages…just ask for your preferred language and we will respond to you within 24 hours.

How safe is my personal information?
We have a highly secure data center which keeps all of your data safe and protected. Please see our policy here.

How do I know SOS has received my email request?
We will reply to your email in the next business day.  For faster service, try calling our hotline or using our online chat services.

Do unused SOS points expire?
Yes, unfortunately they do. But you have one year from the date of purchase before they expire.

Can I cancel my job after I have initiated the request?
Yes, you may cancel within the hour of your initial request with no charge. However, anytime afterwards, you will have to pay for a pro-rated amounte depending on how far the job has been completed. (This is not applicable to courier jobs)

Do you offer 24-hour service?
Yes. Our normal hours of operation are from M-F, 930AM to 8PM.  You may call this number anytime after: 134 0209 6131

Refunds?
Sorry, but we do not make refunds on purchased SOS Points.  However, if there has been a service found unsatisfactory, we will review the situation.