1. Booking-specific terms
Cancellation terms may vary because hotels, tickets, vehicles, guides, venues and other suppliers have different conditions.
The quotation or booking confirmation will identify any booking-specific terms and any non-refundable third-party costs.
2. Standard Local Experiences
Unless the written booking confirmation states otherwise, the following default policy applies to standard half-day and full-day Local Experiences:
- Cancellation seven or more calendar days before the scheduled start: full refund.
- Cancellation from 72 hours to less than seven calendar days before the scheduled start: 50% refund.
- Cancellation less than 72 hours before the scheduled start: non-refundable.
- No-show: non-refundable.
Any ticket, venue, transport or other third-party cost clearly disclosed as non-refundable before payment is excluded from the refundable amount.
3. Tailor-Made China Journeys, Business Visits and Personal Journeys
Customised bookings will have a cancellation schedule in the written quotation or confirmation.
Deposits may become partly or fully non-refundable after planning work begins or suppliers are booked.
Where a booking is cancelled, we will calculate the amount recoverable from suppliers and provide a breakdown of the refundable and non-refundable amounts.
4. Customer-requested changes
Date, route, traveller-number or service changes are subject to availability.
Additional supplier costs or price differences must be paid before the change is confirmed.
5. Cancellation by us
If we cancel a service and cannot offer a suitable alternative, we will refund the amount paid for the undelivered service.
6. Weather, closures and circumstances beyond reasonable control
Severe weather, government restrictions, transport disruption, attraction closures, public-health events or other events outside reasonable control may require a change, delay or rescheduling.
Where possible, we will offer an alternative or rescheduled service. If this is not reasonably possible, we will refund any recoverable amount after accounting for non-refundable supplier costs.
7. Guest delay or no-show
Guests should arrive at the confirmed meeting point on time.
Late arrival may shorten the service without a refund. A reasonable extension may be offered where operationally possible and may involve additional cost.
8. Refund method and timing
Approved refunds will normally be initiated to the original payment method within ten business days after the refundable amount has been confirmed.
Banks, card issuers and payment providers may require additional processing time before the refund appears in the customer’s account.
9. How to request a cancellation or refund
Please include:
- customer name;
- booking reference;
- service date;
- reason for cancellation; and
- any relevant supporting information.