1. General Policy
We strive to provide a smooth and reliable booking experience for all customers. This Refund Policy outlines the terms and conditions under which refunds, cancellations, and modifications may be made for travel services booked through our website.
All payments are securely processed via Airwallex, supporting international credit cards, Google Pay, and Apple Pay.
2. Booking Modifications
If your travel plans change after a successful booking, you may log in to your account and visit the “My Bookings” section to request modifications, including:
- Date and time
- Number of participants
- Other available options depending on the product
All modification requests are subject to availability and approval. Price differences may apply.
3. Cancellation by Customer
3.1 Product-Specific Policies
Each product listed on our website may have its own cancellation and refund policy. These policies are determined based on the nature of the service and, in some cases, by third-party operators, event organizers, or venues.
Please review the specific refund policy displayed on the product page before completing your booking.
3.2 Standard Cancellation Guidelines (If Not Otherwise Specified)
Unless otherwise stated on the product page, the following cancellation and refund terms shall apply:
- More than 24 hours before the scheduled start time:
Full refund (100% of the total amount paid), no cancellation fee. - Between 24 hours and 12 hours before the scheduled start time:
50% refund of the total amount paid. - Between 12 hours and 6 hours before the scheduled start time:
30% refund of the total amount paid. - Less than 6 hours before the scheduled start time:
No refund will be issued.
In exceptional circumstances, customers may contact our support team to request special consideration. Any such requests will be reviewed on a case-by-case basis and are subject to our sole discretion.
3.3 Non-Refundable Bookings
Some bookings may be marked as non-refundable, including but not limited to:
- Special event tickets
- Last-minute bookings
- Customized or private tours
These conditions will be clearly indicated prior to purchase.
4. Cancellation or Changes by Us
In the unlikely event that we must cancel or significantly modify your booking due to circumstances such as weather conditions, safety concerns, or operational issues, you will be offered:
- A full refund; or
- The option to reschedule (subject to availability)
5. Late Arrival and No-Show
Failure to arrive at the designated meeting point on time may be considered a no-show, and no refund will be issued.
6. Refund Processing
- Refunds will be issued to the original payment method.
- Please allow 5–10 business days for processing, depending on your bank or payment provider.
- Any transaction fees, currency conversion charges, or third-party processing fees may be non-refundable.
7. Force Majeure
We are not liable for cancellations, delays, or changes caused by events beyond our reasonable control, including but not limited to natural disasters, government restrictions, pandemics, transportation disruptions, or other unforeseen circumstances.
Refunds under such conditions will be assessed on a case-by-case basis.
8. Limitation of Liability and Discretion
To the fullest extent permitted by applicable law:
- We reserve the right to interpret, apply, and enforce this Refund Policy at our sole discretion.
- Refund decisions may take into account operational constraints, third-party supplier policies, and specific circumstances of each case.
- We shall not be held liable for any indirect, incidental, or consequential losses arising from cancellations or changes.
9. Contact Us
If you have any questions regarding cancellations, modifications, or refunds, please contact us:
- Email: support@oohmyguide.com
- Phone / WhatsApp: +86 13764250037
10. Agreement
By completing a booking on our website, you acknowledge that you have read, understood, and agreed to this Refund Policy, along with our Terms & Conditions.
