Return and refund policy

Byadmin

1. General Provisions

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

2. Scope of Application

This policy governs all products and services booked via our platform, including but not limited to:

  • Hotel accommodations
  • Domestic and international air transportation
  • Vacation packages
  • Attraction tickets
  • Transportation transfer services
  • Travel insurance products

3. Product-Specific Refund Regulations

3.1 Hotel Reservations

  • Free Cancellation: Reservations marked as “Free Cancellation” are eligible for a full refund without deduction of service fees, provided cancellation is processed prior to the specified deadline.
  • Time-Constrained Cancellation: Cancellations made before the designated cutoff time may qualify for a full or partial refund. Cancellations after the specified deadline will result in charges equivalent to the first night’s accommodation fee or the total reservation amount, as specified in the booking terms.
  • Non-Refundable Reservations: Special promotional offers or discounted room rates may be designated as “Non-Refundable.” Such reservations are not eligible for refunds under any circumstances.

All cancellation deadlines are calculated based on the local time at the hotel’s location. Cancellation policies vary by establishment; please refer to the specific terms displayed during the booking process.

3.2 Air Ticket Reservations

  • Domestic Flights: In accordance with airline regulations, cancellations made more than 24 hours prior to scheduled departure may receive a refund of 80%-95% of the ticket price (excluding applicable taxes and fees). Cancellations within 24 hours of departure may be eligible for a refund of taxes and fees only.
  • International Flights: Refund terms vary by airline and fare class. Certain discounted international tickets may be entirely non-refundable.
  • Voluntary Changes or Cancellations: May be subject to change or cancellation fees as determined by the respective airline.
  • Flight Cancellations or Delays: For disruptions caused by the airline, we will assist in processing refunds or rebookings in accordance with the airline’s official policies.

3.3 Vacation Packages

  • Cancellations made 30 days or more prior to the scheduled departure date: 100% refund
  • Cancellations made 15-29 days prior to departure: 80% refund
  • Cancellations made 7-14 days prior to departure: 50% refund
  • Cancellations made within 7 days of departure: 20% refund (80% cancellation fee applies)
  • Failure to commence travel as scheduled without prior notification will be considered a voluntary forfeiture, with no refund provided.

3.4 Attraction Tickets and Activities

  • Most tickets and activities require cancellation 24-48 hours before the scheduled usage time to qualify for a refund.
  • Certain special events (including but not limited to major performances and private group activities) may be subject to more restrictive cancellation policies.
  • No refunds will be issued for tickets that have been used or have expired unused.

4. Refund Procedures

  1. All refund and cancellation requests must be submitted via email. To initiate a refund request, please follow these steps:
  2. Compose an email to: trips2cn0904@travelplatform.com
  3. Include the following information in your email:
    • Your full name and registered account information
    • Booking reference number
    • Specific product/service details
    • Reason for cancellation/refund request
    • Preferred method of communication for response
  4. Submit your email request.
  5. Our customer service team will acknowledge receipt of your request within 24 business hours.
  6. The platform will review your application and provide a formal response within 3-5 business days.
  7. 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, please contact our customer service hotline for expedited processing.

5. Handling of Special Circumstances

  • Force Majeure: In the event of travel disruptions caused by force majeure (including natural disasters, wars, and pandemics), we will make reasonable efforts to negotiate with service providers to secure the maximum possible refund on your behalf.
  • Health-Related Issues: If travel is prevented due to sudden illness, a medical certificate issued by a county-level or higher medical institution may be submitted for consideration of partial penalty waiver at the platform’s discretion.
  • Itinerary Disruptions: In cases where subsequent travel arrangements are affected by flight cancellations, we will assist with adjustments or cancellations of related bookings and may provide fee waivers based on specific circumstances.

6. Disclaimer

  • The platform shall not be liable for booking issues arising from inaccurate information provided by users.
  • Refund requests submitted after partial utilization of services will be calculated proportionally based on actual service consumption.
  • While we will endeavor to coordinate with third-party service providers (including hotels and airlines) in the event of policy changes, final decisions remain at the discretion of the service providers.
  • For products not directly sold by the platform, refund policies shall be governed by the terms of the actual service provider.

7. Appeals and Feedback

If you wish to dispute a refund decision, 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” on the platform homepage
  • Email: trips2cn0904@outlook.com

We will re-evaluate all appeals and provide a formal response within 3 business days of receipt.

8. Policy Updates

This Return and Refund Policy may be revised in accordance with industry regulations and business requirements. All revisions will be published on the platform’s homepage. Significant changes will be notified to registered users via email. The most current version of the policy posted on the website shall prevail.