Cancellation and Refund Policy

You are eligible for a full refund of the package fee if:

• your service has not been activated; and
• our team has not begun personalized work for your trip.

For Get Ready for China, personalized work begins when our team starts reviewing the trip information you submitted, including your itinerary, bookings, addresses, apps, or other travel details. We will notify you by WhatsApp or email when this review has started.

For 7-Day Trip Care and Premium Trip Care, the service begins at the earlier of:

• the activation time confirmed by China Trip Care in writing through WhatsApp or email; or
• the time our team begins personalized preparation or support that you requested.

Unless otherwise agreed in writing, all activation times are based on China Standard Time (UTC+8).

Once the service has been activated or personalized work has begun, the package fee is generally non-refundable, subject to Sections 4 and 9 of this policy and any rights that cannot legally be excluded.

If applicable law gives you a statutory cooling-off, withdrawal, cancellation, or similar right, this section does not limit that right. Where permitted by law, we may charge or retain an amount reflecting services already provided before cancellation.

Once your service has been activated or personalized work has begun, the package fee is generally non-refundable.

We do not normally provide full or partial refunds because of:

• unused support time or unused requests;
• early completion of your trip;
• changes to your itinerary, flights, accommodation, or other travel plans;
• failure to use the service during the applicable service period;
• dissatisfaction resulting from circumstances outside our reasonable control; or
• a change of mind after the service has started.

For 7-Day Trip Care, the service period is 168 consecutive hours from the confirmed activation time, whether or not you use the service continuously.

Nothing in this section prevents a refund, proportionate refund, or other remedy where required by applicable law or expressly provided elsewhere in this policy.

Customers who purchase 7-Day Trip Care or Premium Trip Care may request one change to their activation date at no additional charge, provided that:

• the request is made at least 24 hours before the confirmed activation time;
• personalized work has not already begun; and
• the new activation date is within 12 months of the original purchase date.

Date changes are subject to service availability.

Requests made less than 24 hours before the confirmed activation time may be considered at our discretion but are not guaranteed.

Changing an activation date does not extend the 12-month period described above unless China Trip Care agrees otherwise in writing.

If China Trip Care is unable to provide a material part of the service you purchased because of an error, operational failure, or other issue within our reasonable control, we may first offer an appropriate remedy, such as:

• completing or correcting the affected work;
• extending the service period; or
• providing an equivalent service credit.

If those remedies are not reasonable in the circumstances or cannot be provided, we will refund the portion of the China Trip Care service that we were unable to deliver.

China Trip Care is not responsible for the actions, decisions, availability, performance, or refund policies of third-party providers, including airlines, rail operators, drivers, hotels, restaurants, attractions, merchants, booking platforms, delivery services, telecommunications providers, payment providers, or government authorities.

Problems caused by third-party providers, internet or telecommunications outages, customer account restrictions, inaccurate or incomplete information supplied by the customer, changes in local rules, force majeure events, or other circumstances outside our reasonable control do not by themselves create a right to a refund where China Trip Care has provided the agreed support service.

However, if circumstances outside our reasonable control prevent China Trip Care itself from delivering a material part of the purchased service, we will provide any remedy or refund required under this policy or applicable law.

Money provided to China Trip Care for approved third-party purchases is separate from your China Trip Care package fee.

These funds may be used only for third-party expenses that you have approved, such as:

• rides;
• food or drink orders;
• tickets;
• reservations;
• deliveries; or
• other purchases made on your behalf.

We will not use these funds for a third-party purchase without your approval.

After your service period ends and all approved transactions have been completed or settled, any unused prepaid third-party funds will be returned to you.

The return of unused prepaid third-party funds is separate from, and does not constitute, a refund of your China Trip Care package fee.

Third-party expenses are subject to the cancellation, amendment, and refund rules of the relevant provider.

This may include drivers, hotels, restaurants, attractions, merchants, ticket platforms, booking platforms, delivery services, transport providers, and payment providers.

China Trip Care cannot refund amounts that have been retained by a third-party provider, including:

• completed purchases;
• customer-approved expenses;
• cancellation or amendment charges;
• non-refundable bookings or tickets; or
• other fees retained by the relevant provider.

If a third-party provider approves and sends us a refund for a purchase made on your behalf, we will return the amount actually received once the refund has been processed and confirmed.

Processing times for third-party refunds are controlled by the relevant provider and may be outside China Trip Care’s control.

Confirmed duplicate payments and clear payment-processing errors are eligible for a full refund of the incorrectly charged amount.

We may ask for reasonable information needed to identify the transaction, such as:

• the name used for the purchase;
• the payment email address;
• the payment date; or
• the transaction reference.

Where reasonably possible, refunds will be returned to the original payment method.

To cancel a service or request a refund, contact us at:

support@chinatripcare.com

Your message should clearly state that you wish to cancel your service or request a refund.

To help us locate your purchase quickly, please include, if available:

• the name used for the purchase;
• the payment email address;
• the package purchased;
• the payment date;
• the transaction reference; and
• a brief description of your request.

Missing one of these details does not by itself prevent you from making a cancellation or refund request. We may contact you if additional information is reasonably necessary to identify the transaction or assess the request.

We aim to acknowledge cancellation and refund requests within two business days.

If a refund is due under this policy or applicable law, we aim to initiate it within five business days after we have enough information to identify the relevant transaction and determine the amount due.

The time required for refunded funds to appear in your account depends on PayPal, your card issuer, your bank, or the original payment provider and may be outside China Trip Care’s control.

Nothing in this policy excludes, restricts, or limits any cancellation, withdrawal, refund, reimbursement, or other consumer right that cannot legally be excluded or limited under applicable law.

If applicable law gives you rights that are more favorable than the terms of this policy, those legal rights will apply.

Where applicable law gives you a statutory right to cancel after services have begun, any amount payable or refundable for services already provided will be determined in accordance with that law.