Refund & Cancellation Policy
Last updated: June 2026
1. Deposit & Payment Structure
- A 30% deposit of total service fee is required to confirm your booking
- The remaining 70% is due on the first day of service
- Deposits are paid via PayPal for buyer protection
2. Cancellation by Customer
The following cancellation terms apply to the service fee (not hotel/transport bookings):
| Cancellation Notice | Refund of Deposit |
|---|---|
| 14+ days before service date | Full refund (100%) |
| 7–13 days before service date | 50% refund |
| 3–6 days before service date | 25% refund |
| Less than 3 days or no-show | No refund |
3. Hotel & Transport Bookings
- Hotels booked on your behalf follow the individual hotel's cancellation policy
- Transport bookings (flights, trains) follow the carrier's cancellation policy
- We will always inform you of cancellation terms before making any booking
- We are not responsible for non-refundable bookings you authorize
4. Cancellation by Us
If we must cancel due to unforeseen circumstances (illness, emergency, force majeure), you will receive a full refund of all payments made, including deposit. We will notify you as early as possible and help arrange alternatives if available.
5. Weather & Itinerary Changes
- Tours operate in all weather conditions — we dress appropriately and adapt the itinerary
- If severe weather makes a tour unsafe, we will reschedule or offer a refund for affected days
- Minor itinerary changes (e.g., substituting a closed attraction) are at our discretion and do not constitute grounds for refund
6. How to Request a Refund
To cancel or request a refund, contact us via WhatsApp or email as soon as possible. Refunds are processed through PayPal back to your original payment method within 5–7 business days.
7. Dispute Resolution
If you are unsatisfied with any aspect of our service, please contact us directly first. We are committed to resolving issues fairly and promptly. If a dispute cannot be resolved, PayPal's dispute resolution process is available for transactions processed through their platform.
8. Contact
Questions about refunds? Email us at hello@gotoshanghai.com.