Cancellation & Refund Policy
📋 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$).
📋 Service Description
🏛️ Guide & Local Companion
Professional tours, service matching, and travel companion services
🗣️ Translation Services
Real-time interpretation and communication assistance
💼 Business Companion
Business meetings and negotiation support
🍜 Food Experience
Local cuisine and street food tours
🛍️ Shopping Guide
Specialty products and market introductions
🎭 Cultural Experience
Traditional culture and handicraft experiences
⏰ Cancellation & Refund Policy
📅 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
💡 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).
📝 Detailed Instructions
Cancellation Process
- • Log in to member center → "My Orders"
- • Select the order to cancel
- • Click "Cancel Order" and provide reason
- • System automatically processes and reviews
Refund Processing Time
• Processing Start:Within 3 business days
• Arrival Time:3~15 business days
• Refund Method:Refunded to original payment method
• Processing Fee:Bank-related fees will be deducted
Special Case Handling
- • Guide No Response:May replace guide or get full refund within 12 hours
- • Force Majeure:Natural disasters, pandemics, etc. - full refund
- • Guide Withdrawal:Proportional refund and alternative arrangements
- • Tourist Late:Considered cancelled after 15-minute wait
Important Reminders
- • All times based on Vietnam Time (UTC+7)
- • Changing date or guide is considered a new order
- • Non-system cancellations require customer service confirmation
- • Cannot reapply for refund after refund is processed
📞 How to Request Cancellation
- • Log in to member center
- • Select "My Orders"
- • Click "Cancel Order"
- • Fill in cancellation reason
💳 Refund Method
- • Refunded to original payment method
- • Processed within 3 business days
- • Bank processing fees deducted
- • Automatic notification of refund status
🚨 Special Case Handling
⏱️ 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
🌪️ Force Majeure
In cases of natural disasters, pandemics, government bans, etc., full refund will be provided and rescheduling assistance will be available
👤 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
⚠️ Important Reminders
⏰ 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
📋 Other Notes
- • Non-system cancellations (phone, message) require customer service confirmation
- • Changing date or guide is considered a new order
- • Refund amount will deduct bank processing fees
- • Personal reason cancellations follow standard policy
📞 Contact Us
💬 Customer Support
⚡ Quick Processing
Last Updated: September 7, 2026
If this policy is updated, changes will take effect immediately after platform announcement