By using the website and services (“service” or “services”) of tcmfans.club (“we,” “us,” or “our”), you (“you,” “your,” “client,” or “customer”) agree to comply with our Service Level Agreement (SLA).
Creating an account and paying for a service (or services) on our website means you accept and agree to be bound by the Service Level Agreement (SLA).
Service Support
Email-based service support is included at no extra cost with all services. This means service and support are generally handled via email.
Beyond this, tcmfans.club does not provide support via other methods—such as phone, live chat, or video call—unless explicitly stated, agreed upon in advance, and billed separately. Such alternative support channels typically incure additional fees and are not part of standard service offerings. tcmfans.club also does not provide support for services delivered or managed by third-party providers.
Type of Service Not Covered
To ensure accuracy, safety, and appropriateness, effective communication is essential. Before offering guidance on service selection or delivering care, sour herbalist must receive, read, and fully understand the information you provide during the consultation process. This enables proper assessment of your health conditions. As a result, response times may range from several hours to half a working day—or longer—depending on case complexity.
Due to the necessary review process and potential time zone differences, we cannot accommodate requests in the following circumstances:
(1) Urgent consulting needs—for example, requiring a response within the next five minutes or within one to several hours.
(2) Situations where, after evaluation, we determine that none of our available services can meaningfully assist your specific condition even a little.
Available Hours
To support transparency, tcmfans.club clearly states its operational hours. Support availability is as follows:
Email consulting support is available five and a half days per week.
Billing support is available Monday through Friday, 9:00 a.m. – 4:00 p.m.
Service and support are only available during published business hours: Monday through Friday and Saturday mornings—excluding public holidays.
We are committed to supporting clients five and a half days per week, 52 weeks per year, excluding public holidays. Our herbalists handle all cases during working hours (8:00 a.m. – 5:30 p.m.).
Response Time
We strive to respond to email consultations as promptly as possible. Consultations are processed in the order received.
Response times are measured in business hours. Typical service efficiency is outlined below:
Common cases:❂ approximately 1 hour, or up to 4–8 business hours (½–1 working day).
Complex cases:❂ approximately 1 working day or longer.
Follow-up consultations:❂ approximately 1 hour, or up to 4–8 business hours.
Please note: The response clock begins only after our herbalist has successfully received, read, and clearly understood your email—including all relevant details about your condition. If your inquiry lacks sufficient clarity or detail, we will request clarification before proceeding.
Providing thorough, accurate answers to the inquiry form and any follow-up questions from our herbalist significantly improves processing speed and accuracy. The more complete and precise your responses, the faster and more effective our support can be.
Sending multiple emails will not expedite your response. However, if you omitted critical information in your initial email, you are welcome to send a concise follow-up with those details.
Uptime Guarantee
To ensure our clients receive reliable service, we implement industry-standard measures to maintain optimal system uptime and network stability.
Our hosting provider guarantees a minimum server and network uptime of 99.90% under its Service Level Agreement (SLA), excluding scheduled maintenance and unavoidable external disruptions—including necessary server deployments, system configuration updates, security patches, infrastructure upgrades, system monitoring activities, and planned hosting environment changes. Under normal operating conditions, actual uptime typically ranges between 99.90% and 99.95%, and often exceeds this range.
This uptime guarantee does not cover third-party components outside our direct control, such as TLS (Transport Layer Security) certificate validity periods or proprietary software licensing terms. Renewal of such certificates or licenses may involve processing delays beyond our operational timeline.
Please note that force majeure events—including natural disasters, major infrastructure failures, or other unforeseeable catastrophic events—constitute exceptions to the uptime guarantee. In such cases, we will activate our contingency backup systems within one business day to restore essential service functionality and minimize disruption.
By using the website and services (“service” or “services”) of tcmfans.club (“we,” “us,” or “our”), you (“you,” “your,” “client,” or “customer”) agree to comply with our Service Level Agreement (SLA).
Email-based service support is included at no extra cost with all services. This means service and support are generally handled via email.
Due to the necessary review process and potential time zone differences, we cannot accommodate requests in the following circumstances:
Monday–Friday:❂ 8:00 a.m. – 12:00 p.m. and 2:00 p.m. – 5:30 p.m.
Sunday:❂ Closed
We strive to respond to email consultations as promptly as possible. Consultations are processed in the order received.
Please note: The response clock begins only after our herbalist has successfully received, read, and clearly understood your email—including all relevant details about your condition. If your inquiry lacks sufficient clarity or detail, we will request clarification before proceeding.
To ensure our clients receive reliable service, we implement industry-standard measures to maintain optimal system uptime and network stability.
