Cancellation & Refund Policy
๐ Policy Description: This policy applies to all orders for guide services made through this platform. By completing a reservation, you acknowledge that you have read and agree to this policy.
Note:All deposit payments are calculated in New Taiwan Dollars (NT$).
๐ Service Description
๐๏ธ Guide & Local Companion
Professional tours, service matching, and travel companion services
๐ฃ๏ธ Translation Services
Real-time interpretation and communication assistance
๐ผ Business Companion
Business meetings and negotiation support
๐ Food Experience
Local cuisine and street food tours
๐๏ธ Shopping Guide
Specialty products and market introductions
๐ญ Cultural Experience
Traditional culture and handicraft experiences
โฐ Cancellation & Refund Policy
๐ Cancellation Timeline
More than 7 days before service start
10% deposit fee deducted
3-6 days before service start
30% deposit fee deducted
Within 48 hours of service start
Reschedule recommended
๐ก Important Reminder: All time calculations are based on Vietnam Time (UTC+7). Refunds will be processed within 3~7 business days (subject to bank processing time).
๐ Detailed Instructions
Cancellation Process
- โข Log in to member center โ "My Orders"
- โข Select the order to cancel
- โข Click "Cancel Order" and provide reason
- โข System automatically processes and reviews
Refund Processing Time
โข Processing Start:Within 3 business days
โข Arrival Time:3~15 business days
โข Refund Method:Refunded to original payment method
โข Processing Fee:Bank-related fees will be deducted
Special Case Handling
- โข Guide No Response:May replace guide or get full refund within 12 hours
- โข Force Majeure:Natural disasters, pandemics, etc. - full refund
- โข Guide Withdrawal:Proportional refund and alternative arrangements
- โข Tourist Late:Considered cancelled after 15-minute wait
Important Reminders
- โข All times based on Vietnam Time (UTC+7)
- โข Changing date or guide is considered a new order
- โข Non-system cancellations require customer service confirmation
- โข Cannot reapply for refund after refund is processed
๐ How to Request Cancellation
- โข Log in to member center
- โข Select "My Orders"
- โข Click "Cancel Order"
- โข Fill in cancellation reason
๐ณ Refund Method
- โข Refunded to original payment method
- โข Processed within 3 business days
- โข Bank processing fees deducted
- โข Automatic notification of refund status
๐จ Special Case Handling
โฑ๏ธ Guide No Response
If guide does not confirm booking within 12 hours after order placement, you may choose to replace guide or get full refund
๐ช๏ธ Force Majeure
In cases of natural disasters, pandemics, government bans, etc., full refund will be provided and rescheduling assistance will be available
๐ค Guide Temporary Withdrawal
If guide cannot provide service on the day, proportional refund will be provided based on unfulfilled portion and alternative arrangements will be made
โ ๏ธ Important Reminders
โฐ Late Arrival Handling
If late or fail to meet at agreed location on service day, guide will wait 15 minutes then consider it cancelled, fees are non-refundable
๐ Other Notes
- โข Non-system cancellations (phone, message) require customer service confirmation
- โข Changing date or guide is considered a new order
- โข Refund amount will deduct bank processing fees
- โข Personal reason cancellations follow standard policy
๐ Contact Us
๐ฌ Customer Support
โก Quick Processing
Last Updated: August 27, 2026
If this policy is updated, changes will take effect immediately after platform announcement