Before Service FAQs: Questions and Answers Before Service

Questions and Answers Before Service:Brief Introduction

In this before service FAQs, you can find answers to questions in the following categories: questions about the service, customer-related questions, questions about service limitations, and questions about service guarantees.

Questions About Services:

These questions address the services we currently offer, how clients can select a service type, detailed service descriptions, questions requiring feedback regarding services, and other confusions. Specifically, they include the following questions:

What kind of services are available for help?

Available services at TCMfans Answer: At tcmwater.com, we offer several kinds of consultancy services. These are available for our clients:
(1) Basic Consulting Service for Syndrome Differentiation of TCM.
(2) Premium Consulting Service for Syndrome Differentiation.
(3) Basic and Premium Health Maintenance Consulting Service.
(4) Special Aesthetic Consulting Service.
(5) Shape Building Consulting Service.
(6) Maintain Beauty and Beautifying Skin Consulting.
(7) Specific Consulting Service Defined with Details.

Do I need to set up an account for consulting service?

FAQs Icon set up an account Answer: Yes, you need to provide basic contact information accurately, answer several simple questions from our herbalist, and your account will be set up manually. Our client can enjoy the available consulting service when in need of help.

For more questions about account, please read at Account FAQs.

Service Choice: How to choose our consulting services?

Service Choice Guide Answer: Please simply do the following:

1st step: Read the question before service carefully: "What feedback does our client need to provide in consulting?"

FAQs Icon Order and billing 2nd step: If you are sure which service you need, for example, you have some "cough", normally the consulting service for "cough" is helpful for you, and you will get a confirmation from herblist if the service you preferred is suitable, or recommend a proper service.

FAQs Icon How To Guide 02 If you are not sure which service you need, for example, you just feel uncomfortable, you may contact and herbalist will help you and recommend a proper service.

3rd step: Pay your invoice and fill out the related Inquiry Form Sheet. Send back the Inquiry Form Sheet and your answers to proceed with related consulting services.

Service Choice: Where can our client find the introduction of consulting services?

Service Choice Guide Answer: The detailed introduction of the available consulting services can be easily found at the Consulting Service page accordingly.

details of consulting service The introductory pages of available consulting service are updated to the latest and in detail. They contain all necessary information, including the specific service name, price, necessary feedback, service content, included support, follow up service, etc.

In brief, our professional consulting services can currently be classified into four series:

(I) The first series is consulting services that help our clients recover from related syndromes, including (1) Basic Consulting Service for Syndrome Differentiation and Maintenance of TCM; (2) Premium Consulting Service for Syndrome Differentiation and Maintenance.

(II) The second series is consulting services that help our clients improve the health level or ameliorating specific aspects of their personal physical figure, including (4) Special Aesthetic Consulting Service; (5) Shape Building Consulting Service.

(III) The third series is consulting services helpful for our clients to get help for maintaining beauty, including (6) Maintain Beauty and Beautifying Skin Consulting.

(IV) The fourth series is consulting services that help our clients with other specific TCM-related consulting services, including (7) Specific Consulting Service Defined with Details; (8) TCM Academic Consulting Service.

My health examination result said it is normal, but I am not well in fact, could I seek consulting help?

FAQs Icon confusion Answer: Yes. You may understand that logically it is because the health examination does not know why you are not well and could not identify your syndrome in its exactness. But actually, you know that you are not well.

This is a common case our clients might meet: in some case, you are just in a "sub-health status"; in some case, you might suffer from a real syndrome which the health examination (physical check-up) could not identify. You could seek help, and our herbalist will help you.

Could our client pay for the help for her or his relative or friend?

FAQs Icon help for one of my friend Answer: Yes. Please understand you need to provide basic contact information of yours and your relative or your friend in its exactness, you need to make sure the age of your relative or your friend is 18 years old or above.

Please understand that you need to contact as the agent of your relative or your friend, and introduce the condition of your relative or your friend, and your relative or your friend better contact us directly if it is convenient to communicate with their own effort.

Does our client need to provide a necessary feedback?

FAQs Icon correct information Answer: Yes, and you should always. Our clientele needs to understand that you should always provide correct and exact feedback in self-descriptions, fill out the inquiry form sheet, answer the related questions correctly, and most importantly, you should answer honestly for your own good.

Our herbalist will make a reasonable judgment and syndrome identification according to the self-description and answers provided by you. The more accurate the self-description and the more correct the answers you provide, the fewer mistakes our herbalist will make when helping you with a proper and reasonable service.

What feedback does our client need to provide in consulting?

Pre Service Guide Answer: For the consulting service help, please email us with the following:
1st step: A brief introduction or a simple self-description about health questions you care about (or in a detailed self-description if you would like).

Inquiry Sheet After carefully reading your self-description, our herbalist will help you set up an account and send you an Inquiry Form Sheet. You need to fill it with basic answers and feedback for our herbalist to help you, and answer other relevant questions when it is necessary.

2nd step: Fill the Inquiry Form Sheet. Write back to us with the Inquiry Form Sheet and your answers. (Information that you provided is protected by the Privacy Policy.)

What types of feedback our customer needs to provide?

What type information could our client use to consult? Answer: In common conditions, our client simply need to write a self-description about your health problem, fill out the inquiry form sheet, and answer relevant questions. For self-descriptions, you can use detailed descriptions in the text, you can also use a photo, picture, drawing, etc.

In common conditions, if a tongue manifestation is necessary needed, you will need to follow the guide and send a recently taken photo of your tongue; the photo should be taken during the daytime with natural light. (If it is not necessary, you will not need to send it.)

In the condition that a complexion manifestation is necessary, you will need to follow the guide and send a recently taken photo of yourself. (If it is not necessary, you will not need to send it.)

Customer-Related Questions:

These questions address who our services are suitable for and who we welcome as customers, as well as our service philosophy regarding how we treat our customers.

Is my area in the service scope?

FAQs Icon service scope Answer: The consulting services are available to our clients who have normal English communication skills, seek help from us, and maintain an account with tcmwater.com. These clients are welcome in accordance with our Terms of Service (TOS) and Acceptable Use Policy (AUP), and our herbalist is happy to help. Except in cases where we are unable to assist, the service remains available as long as clients maintain friendly cooperation and effective communication.

What type of clients are welcomed?

FAQs Icon clients are welcomed Answer: Cultured clients are welcomed. Please understand that our clientele should better understand some concepts of TCM or be able to understand basic terms related to health issues.

Also, please understand that our clients believe in TCM and should have basic communication skills. At least, he or she should be able to write a simple (or detailed) self-description, understand and answer related basic questions, and could read and understand simple decoction and administration guides.

Our service philosophy regarding how we treat our customers:

Answer: Our registered clients are treated with respect, good faith, understanding, and care. What our clients could expect in consulting are some basic ways:

we care client We do care about the relevant needs of our clients: The specific conditions or the better health aim our clients would like to achieve with the services, and the possibility of the aim being defined as relevant to our service, will be cared for.

we care client comments Care for the experience of clients: We care about our clients’ real conditions during consultation and their experience, based on professional integrity. The real conditions are defined as conditions from the self-description of our client and the exact conditions identified by our herbalist.

Keep the promises: We guarantee satisfaction for most cases. We routinely perform the service agreement with our clients, which means we help with the relevant question of the consulting service and try to help our clients to settle it; this is possible. Or in the condition, if all available consulting services could not help even a little, we will also notify the truth!

Honesty is the best policy You are not a number: we will not treat our client as a number in a routine examinations; instead, when you are also in a good cooperation, we will treat you in the way a Lady or a Gentleman wants to be treated, as similar to what we want to be treated.

Honest and friendly: We aim to maintain a level of honesty and philia to help our registered clients.

Questions About Service Limitations:

This section provides examples of situations where we are unable to assist because they fall outside the scope of our services, as well as other related frequently asked questions.

What kind of conditions we could not help?

antecedents and consequences? Answer: We are pleased to assist our members, provided their request falls within the scope of our services. However, please understand that under certain specific circumstances, even with an active membership, our herbalists may be unable to provide assistance. These circumstances include—but are not limited to—the following:

(1) Significant communication barriers exist between our herbalist and the client, such as language differences or difficulties understanding TCM terminology and health-related concepts.
(2) The client is unwilling or unable to honestly disclose their symptoms or underlying health concerns, cannot meaningfully respond to consultation questions, or experiences difficulty comprehending and completing the Inquiry Form.
(3) The client maintains unhealthy lifestyle habits—such as excessive eating or drinking, chronic overwork, frequent late-night activity or all-night wakefulness, or irregular meal timing—and is unwilling to modify these habits during the service period.
(4) The client’s work or living environment poses a clear, unmitigable risk to health.
(5) A violation has occurred under the Terms of Service (TOS), the Acceptable Use Policy (AUP), or any other binding agreement.
(6) The client presents with severe constitutional depletion—for example: extreme emaciation rendering them unable to tolerate herbal formulas; a state of Yin-Yang repelling each other; disordered Zang-Fu visceral-Qi; or collapse of the Zang and Fu-viscera, chaotic blood vessel circulation, and exhaustion of the Three Treasures (Jing, Qi, and Shen).
(7) Abnormal visceral complexion is observed in TCM diagnosis—for example: ① a greenish skin color resembling withered green grass; ② a sallow yellow resembling dried Fructus Aurantii Immaturus, a withered yellow and lusterless, brightness; ③ a blackish skin color resembling charred coal; ④ a deep red skin color resembling congealed blood; ⑤ an ashen white resembling dry bone.
(8) The client’s condition is already being effectively managed by another TCM practitioner and is demonstrably improving (i.e., in recovery).
(9) Due to complex or unknown etiology and pathogenesis, various reasons or causalities, our herbalist is unable to identify a clear TCM pattern diagnosis—or the underlying cause remains beyond TCM understanding.

Please note that in the above circumstances, our herbalist assistance may not be feasible for the following reasons:
(I) The case is exceptionally challenging to manage—for instance, conditions described in (1)–(5)—where outcomes are likely to deteriorate, or therapeutic effects would be actively undermined by unmodified lifestyle factors;
(II) The condition is clinically classified in TCM as obstinate, refractory, or beyond effective intervention—as exemplified by (6) and (7), and other unlisted severe presentations (obstinate or incurable);
(III) Providing assistance would contravene certain traditional taboos of herbalists—as in (8), where continuity of care and professional respect for prior treatment take precedence;
(IV) The condition lies outside the scope and ability of our herbalist—as in (9), where diagnostic or therapeutic capacity is genuinely exceeded. In such cases, seeking alternative support may be advisable.

Thank you for your understanding.

Could our client ask questions and help for pets or puppies?

could herbalist help my pets? Answer: Please understand that our consulting services are only helpful for human beings at present.

If you need some help for your pets, your puppy, your kitten, or your birds, better seek help from a veterinarian who might know how to help your pets better than an herbalist.

Service Guarantee-Related Questions:

This section addresses questions regarding our service guarantees, including privacy protection, terms of service, response times, and other related topics.

Will my privacy and information be protected?

Answer:Yes. We care and provide protection for our clients' privacy. Please understand that the privacy of our client is protected; Any information you provide is protected by the Privacy Policy. All consulting services are handled with absolute confidentiality and discretion. Reasonable and necessary measures for privacy protection are installed and deployed. You are guaranteed complete and total privacy. Your information is totally secure and protected, and there's no need to be worried!

Where can I find an introduction to the Terms of Service?

Terms of Service and Acceptable Use Policy Answer:For the Terms of Service, you can read on the page "Terms of Service" or TOS.

And, for the Acceptable Use Policy, you can read on the page "Acceptable Use Policy" or AUP.

And, for the Service Level Agreement, you can read on the page "Service Level Agreement" or SLA.

How could our client contact herbalist?

FAQs Icon contact herbalist Answer: You can find the contact methods easily at Contact Us.

Common consulting services are handled on weekdays and opening hours: Mon-Fri 8:00 am - 5:30 pm & Sat 8:00 am - 12:00 p.m.

Could our client contact support 24/7? What is the available time?

FAQs Icon open hours 2 Answer: Yes. Our client can feel free to contact our herbalist for consulting at the necessary time.

The service is available during working hours, which means your relevant questions in consulting will be answered during working hours.

More information about available hours is available in Service Level Agreement.

How long does our client need to wait for help and email reply?

FAQs Icon email help reply Answer: To better help our clients, we will always respond as soon as possible. However, email consulting for client is handled in the order determined by the date/time and urgency level at which they are received. You can read more information about reply speed in the Service Level Agreement.

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