Service policy for China travel help
Clear refund rules before you pay for travel support.
Hello China Go provides customized China travel planning, booking support, route advice, and concierge-style help for international travelers. This page explains when a payment may be refunded, when third-party rules apply, and how to request a cancellation.
Itineraries, booking guidance, route advice, and support updates are delivered online by email, messages, or your private request status page.
If planning has not started, a refund is usually easier. If custom work has begun, the completed portion may be deducted.
Flights, hotels, train tickets, attractions, and local tours follow the airline, hotel, railway, platform, or supplier’s own cancellation rules.
How cancellations are reviewed
Each request is reviewed against the service scope confirmed with you, the status of our work, and any provider costs already committed on your behalf.
Before work starts
We can normally refund the paid amount, minus any payment processing fees that cannot be recovered.
After planning starts
We may offer a partial refund based on the unused part of the service and the work already completed.
After delivery
When the agreed service has been substantially completed or delivered, the service fee is normally non-refundable.
Travel services can involve separate supplier rules
Flights, hotels, train tickets, attraction tickets, local transport, tours, insurance, visa-related services, and other third-party travel products are controlled by the relevant provider. Hello China Go can help you request a change or refund, but the final decision, amount, timing, and fees are determined by that provider.
Important: non-refundable charges, cancellation penalties, bank fees, payment processing fees, exchange-rate differences, or supplier service fees may be deducted from the amount returned to you.
Typical refund outcomes
| Situation | Typical handling |
|---|---|
| You cancel before we begin meaningful work. | Normally eligible for a full or near-full refund, minus unrecoverable payment processing costs. |
| You cancel after itinerary planning, booking research, or coordination has started. | Partial refund may be available after deducting completed work and committed costs. |
| A third-party booking has already been issued or confirmed. | The supplier’s cancellation, refund, change, and timing rules apply. |
| The agreed service has already been substantially delivered. | The service fee is normally non-refundable. |
| Hello China Go cannot provide the agreed service. | We may cancel the service and refund the unused portion of your payment. |
Deposits, planning fees, and changes
Some services may require a deposit or planning fee before work begins. Deposits and planning fees reserve service time, allow our team to review your travel request, prepare route or booking guidance, and coordinate follow-up support.
If your travel dates, route, traveler count, hotel standard, flight preference, or service scope changes, please contact us as early as possible. We will confirm whether the change can be handled under the original payment or whether an additional payment is required.
How to request a refund or cancellation
Please contact us before the agreed service is completed. Include your request number, payment date, payment amount, traveler name, email address, and the reason for the refund request. We may ask for additional information before making a decision.
Approved refunds are normally returned to the original payment method when technically possible. International refunds may take longer and may be affected by the payment provider, card network, bank, currency, or exchange-rate changes.
Need help with a specific payment?
Send your request number and payment details. We will review the case against the service status and supplier rules.
Last updated: June 23, 2026. Please also review our Terms of Service and Privacy Policy.