Cancellation & Refund Policy

📋 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

7+ Days

More than 7 days before service start

10% deposit fee deducted

90% Refund

3-6 Days

3-6 days before service start

30% deposit fee deducted

70% Refund

Within 48h

Within 48 hours of service start

Reschedule recommended

Non-refundable

💡 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

📧 [email protected]

🕒 10:00~20:00

🌍 Vietnam Time (UTC+7)

⚡ Quick Processing

✅ Refunds processed within 3 business days

📱 Automatic notification of refund status

🔄 Refunded to original payment method