Frequently Asked Questions

Booking a guide service is very simple:

1. Browse the guide list and choose your preferred guide
2. Click the "Book" button and fill in your service requirements
3. Select service time and location
4. Complete payment confirmation
5. Wait for guide to confirm the booking

After successful booking, you will receive confirmation email and SMS notification.

We recommend booking at least 24 hours in advance to ensure the guide has enough time to prepare.

Emergency Booking: Accepts bookings within 2 hours, but requires additional emergency service fee.
Regular Booking: Recommend booking 1-7 days in advance, more choices and standard pricing.
Long-term Service: For multi-day consecutive services, recommend booking 1-2 weeks in advance.

Modify Booking:
• Log into member center and find your booking record
• Click "Modify" button and select new time or service
• System will recalculate the cost difference

Cancel Booking:
• Different refund policies apply based on cancellation time
• Cancel 7 days before: Deposit deducted, full service fee refunded
• Cancel 3-6 days before: 30% service fee deducted
• Cancel within 48 hours: No refund

For detailed policy, please refer to Refund Policy.

We currently only support online credit card payment:

• Visa Credit Card
• Mastercard
• JCB Credit Card
• UnionPay Credit Card

All payments are protected with SSL encryption to ensure your data security. For detailed information, please refer to Payment Methods.

If payment fails, please check the following:

Credit Card Information:
• Confirm card number, expiry date, and security code are correct
• Ensure sufficient credit limit
• Confirm card has online payment enabled

Network Issues:
• Check if internet connection is stable
• Refresh the page and try again

If the problem persists, please contact customer service: [email protected].

Refund Process:

1. Log into member center and find the booking
2. Click "Cancel Booking" and submit
3. System will automatically determine if it meets refund policy based on cancellation time, and display estimated refund amount (including original charged TWD amount) if eligible
4. After submitting cancellation, refund application will be created and enter review and refund process

Processing and Arrival Time:
• Refund Processing: Within 3 business days (except special circumstances)
• Credit Card Arrival: Approximately 7-15 business days on bank side (subject to issuing bank processing)

Refund amount will be calculated according to "Cancellation and Refund Policy"; cancellations within 48 hours before trip start are generally non-refundable. For details, please refer to Refund Policy.

Our guide services include:

Basic Services:
• Attraction tours and explanations
• Transportation arrangement recommendations
• Local culture introductions
• Language translation services

Special Services:
• Food recommendations and dining companions
• Shopping tours and bargaining assistance
• Business companions and meeting translations
• Photography services and itinerary records

Important Reminder:
• Guides on this website do not provide physical-contact or intimate-companionship services (including but not limited to hand-holding, hugging, or intimate contact).
• Any behavior that may cause harassment, sexual harassment, or discomfort is strictly prohibited on the platform.

For detailed service items, please refer to Service Items.

Our guides have multilingual capabilities:

Main Languages:
• Vietnamese (native)
• Chinese (Traditional/Simplified)
• English

Other Languages:
• Japanese
• Korean
• French
• German

Each guide's language abilities are indicated in their profile, and you can choose a suitable guide based on your needs.

If the guide cannot provide service at the last minute, we will:

Alternative Options:
• Immediately arrange an equivalent replacement guide for you
• Provide the same or better service quality
• We will cover any cost differences if there are any

Refund Option:
• If you do not accept the replacement guide, you can request a full refund
• Refund processing will be handled within 3 business days

Registering an account is simple:

1. Click the "Login" button in the top right corner of the website
2. Select "Register New Account"
3. Fill in basic information: name, email, phone number
4. Set password
5. Verify email address
6. Complete phone number verification

After registration is complete, you can start booking guide services!

Solution for forgotten password:

1. On the login page, click "Forgot Password?"
2. Enter the email address used during registration
3. Check your email and click the password reset link
4. Set new password
5. Login with new password

If you don't receive the email, please check your spam folder or contact customer service for assistance.