Return and refund policy

Chengdu Wanyijie Technology Co., Ltd. Return and Refund Policy​

Thank you for selecting our tourism route recommendation services. We are dedicated to delivering a superior travel planning experience for our clients while acknowledging that your travel needs may necessitate adjustments. This Return and Refund Policy is formulated to safeguard your legitimate rights and interests, ensuring the orderly execution of our route recommendation service procedures. By purchasing or using our route recommendation services through our platform, you are deemed to have read, understood, and agreed to all provisions outlined herein.​

1. General Provisions​

We provide specialized tourism route recommendation services, including but not limited to personalized route planning (based on your destination preferences, budget, travel time, etc.), route detail optimization, and supplementary travel tips for recommended routes. This Policy applies exclusively to the aforementioned route recommendation services and does not cover any third-party services (such as hotel accommodations, air transportation, attraction tickets, etc.) that you may book independently based on our recommendations.​

2. Scope of Application​

This policy governs all tourism route recommendation products and services provided via our platform, including but not limited to:​

• Standard Route Recommendation Services: Pre-set route plans for specific destinations (e.g., “7-Day Cultural Tour in Sichuan” “5-Day Nature Exploration in Yunnan”) that you purchase or access through the platform.​

• Personalized Route Customization Services: Tailor-made route plans created by our team based on your personalized needs (e.g., specified travel time, budget range, group size, special needs like wheelchair accessibility).​

• Route Optimization and Update Services: Supplementary services to adjust or update previously purchased/recommended routes (e.g., modifying scenic spots in the route, optimizing travel order) due to changes in your travel plans.​

3. Service-Specific Refund Regulations​

3.1 Standard Route Recommendation Services​

• Free Cancellation and Refund: If you request cancellation and refund within 24 hours of purchasing the standard route service and have not downloaded, saved, or used any core content of the route (e.g., detailed itinerary, scenic spot navigation tips), you are eligible for a 100% full refund without deduction of any service fees.​

• Partial Refund for Late Cancellation: If you request cancellation more than 24 hours after purchasing the service but before the start date of your planned travel (as specified in the route) and have not fully used the route content, a 50% refund of the service fee will be provided. The remaining 50% covers the preliminary resource allocation and content production costs for the route.​

• No Refund Scenarios:​

1. You request cancellation on or after the start date of your planned travel (as specified in the route).​

2. You have downloaded, saved, or used more than 50% of the core content of the standard route (e.g., viewed all scenic spot introductions and travel order arrangements in the itinerary).​

3. The standard route is marked as “Special Promotional Route” at the time of purchase (such routes are non-refundable due to preferential pricing, and the non-refundable note will be clearly displayed on the service details page).​

3.2 Personalized Route Customization Services​

• Refund for Cancellation Before Service Delivery: If you request cancellation before we deliver the finalized personalized route plan (i.e., before you receive the email or platform notification with the route document), a 90% refund of the customization fee will be provided. The 10% deduction covers the initial communication and demand analysis costs incurred by our team.​

• Refund for Cancellation After Service Delivery: If you request cancellation within 7 days of receiving the finalized personalized route plan and can provide reasonable proof that the route does not match the core needs you communicated (e.g., inconsistent destination, exceeded budget range, unmet special needs), we will review the proof and provide a 30%-70% refund based on the degree of mismatch. If no reasonable proof of mismatch is provided, or if you request cancellation more than 7 days after receiving the route plan, no refund will be issued.​

• No Refund for Revisions: If you have requested 2 or more rounds of revisions to the personalized route (revisions refer to adjustments to the route content based on your new needs after the initial delivery), no refund will be provided for subsequent cancellation requests, as the team has invested additional resources in revisions.​

3.3 Route Optimization and Update Services​

This service is a one-time supplementary service, and no refund will be provided after the optimization/update plan is delivered (whether you use the optimized content or not). If you request cancellation before the optimization/update plan is delivered, a 100% full refund will be given.​

4. Refund Procedures​

All refund and cancellation requests must be submitted via email. To initiate a refund request, please follow these steps:​

1. Compose an email to: trips2cn0904@outlook.com​

2. Include the following mandatory information in your email:​

• Your full name and registered account information (e.g., account username, bound phone number/email)​

• Service order number (displayed in your platform “Order Center” or order confirmation email)​

• Specific details of the route recommendation service (e.g., “Standard Route: 7-Day Sichuan Tour” “Personalized Route for Family Travel in Guizhou”)​

• Reason for cancellation/refund request (and relevant proof if required, such as screenshots of mismatched route content, travel time change certificates)​

• Preferred method of communication for response (e.g., phone call, email) and contact information​

3. Submit your email request.​

Our customer service team will acknowledge receipt of your request within 24 business hours (excluding weekends and public holidays). The platform will review your application and supporting materials, and provide a formal approval/rejection response within 3-5 business days. Upon approval, the refund will be processed to the original payment account within 3-15 business days, depending on the processing times of the respective banking or payment institution. For urgent matters (e.g., travel time is approaching within 3 days), please note “Urgent Refund Request” in the email subject line, and our team will prioritize processing.​

5. Handling of Special Circumstances​

5.1 Force Majeure​

In the event that you are unable to use the purchased route recommendation service due to force majeure (including but not limited to natural disasters, wars, pandemics, or government-imposed travel restrictions that directly affect your planned travel), you may submit a refund request with relevant proof (e.g., official travel restriction notices, disaster alerts). We will provide a 70%-100% refund based on the progress of service usage:​

• If the service has not been used: 100% refund.​

• If the service has been partially used: 70% refund.​

5.2 Health-Related Issues​

If you are unable to use the route service due to sudden illness or injury, you may submit a refund request with a medical certificate issued by a county-level or higher medical institution (stating the diagnosis and advice to cancel travel). We will review the certificate and provide a 50%-80% refund based on the service usage status, at the platform’s discretion.​

5.3 Service Content Errors​

If the route recommendation service we provide has obvious errors (e.g., wrong scenic spot addresses, conflicting travel dates, unachievable route arrangements) that make the service unusable, you may request a 100% full refund at any time, and we will also provide a free supplementary route recommendation service (valid for 3 months) as compensation.​

6. Disclaimer​

1. The platform shall not be liable for refund disputes arising from inaccurate information you provided when purchasing the service (e.g., wrong planned travel dates, incomplete special needs communication) that leads to the route not meeting your expectations.​

2. Refund requests submitted after you have fully used the route service (e.g., downloaded all content, followed the route to complete travel) will not be accepted.​

3. If you independently book third-party services (hotels, flights, etc.) based on our route recommendations, the platform is not responsible for the refund of those third-party services; you shall negotiate directly with the third-party providers in accordance with their respective policies.​

4. The platform reserves the right to reject refund requests that do not comply with this Policy or are accompanied by false proof (e.g., forged medical certificates, fake travel restriction notices).​

7. Appeals and Feedback​

If you wish to dispute a refund decision (e.g., rejection of your refund request, dissatisfaction with the refund ratio), you may submit an appeal within 7 days of receiving the decision through the following channels:​

• Online Customer Service: Available through the “GET FREE GUIDE” section on the platform homepage (service hours: 9:00-18:00, Monday to Friday).​

• Email: trips2cn0904@outlook.com (please mark “Refund Appeal – [Your Order Number]” in the subject line).​

We will re-evaluate your appeal and supporting materials, and provide a formal final response within 3 business days of receipt.​

8. Policy Updates​

This Return and Refund Policy may be revised in accordance with industry regulations, business adjustments, or changes in user needs. All revisions will be published on the platform’s homepage, with a clear “Last Updated Date” marked. For significant changes (e.g., adjustment of refund ratios, addition of no-refund scenarios), we will notify registered users via the email or phone number bound to their accounts at least 7 days in advance. The most current version of the policy posted on the website shall prevail.