Cancellation & Refund Policy

This policy applies to attraction tickets, travel itineraries (premium packages and private customized tours), and services such as private car, airport transfers, and guides booked through GreenTourAsia. It explains when you can cancel, how much you will be refunded, and how to process the request. If a specific product has different terms on its details page or in the order confirmation, those terms prevail.

Cancellation standards for travel itineraries follow the practice of Trip.com (Ctrip) group tours and the Domestic Group Travel Contract (Model Text) (GF-2026-2401, effective March 31, 2026) issued by the Ministry of Culture and Tourism and the State Administration for Market Regulation.

1. Attraction tickets

· Before customer service confirms your order: Cancel anytime for a full refund.

· Order confirmed, more than 24 hours before entry time: Full refund.

· Less than 24 hours before entry time, or the entry date has passed: No refund.

Free tickets that only need a reservation can be canceled at any time with no charge. If you cannot enter due to temporary attraction closure or similar reasons, you will receive a full refund. Some attractions require real-name reservations and limit ticket availability; official attraction rules apply.

2. Travel itineraries (premium packages & private customized tours)

Calculated based on the number of calendar days between the date we receive your cancellation notice and the departure date:

· 7 or more days before departure: no fee, full refund.

· 4–6 days before departure: 20% of the total tour price will be deducted.

· 1–3 days before departure: 40% of the total tour price will be deducted.

· On the day of departure: 60% of the total tour price will be deducted.

If you withdraw from the trip midway, the deduction = tour price × 60% + (tour price − tour price × 60%) ÷ total trip days × days already traveled.

If the fee calculated using the above percentages is less than the actual non-refundable costs already incurred (e.g., issued flight or train tickets, non-cancellable hotels), the actual costs will be deducted, up to the total tour price.

If you don't arrive at the meeting point on time and don't join the trip later, we will treat this as a cancellation by you. Before departure, you may transfer your booking to someone else; you pay any additional costs this causes.

Deposit and final payment: Custom itineraries generally require a 30%–50% deposit to secure resources such as hotels, guides, and tickets. The final balance must be paid no later than 30 days before departure. If the final payment is not received on time, we may cancel your order and deduct applicable fees as outlined in this policy. Exact percentages are specified in your booking confirmation.

3. Private car, airport transfers, guide services and other standalone services

· Cancellation 24 hours or more before the service starts: full refund.

· Cancellation less than 24 hours before the service starts: 50% of the service fee will be deducted.

· No-show without prior notice: no refund.

If your airport transfer needs to be adjusted due to a flight delay or cancellation, please notify customer service as soon as possible and we will reschedule it free of charge.

4. If we cancel

If we are unable to fulfill our obligations for reasons attributable to us, we will refund you in full and also pay you compensation (liquidated damages) as follows: cancellations made 7 days or more before departure — no liquidated damages; cancellations made 4–6 days before departure — 10% of the total tour price; cancellations made 1–3 days before departure — 15%; cancellations made on the day of departure — 20%. If the liquidated damages are insufficient to cover your actual losses, compensation will be based on your actual losses.

5. Force majeure and unavoidable events

If the trip cannot proceed due to force majeure such as natural disasters, severe weather, government restrictions, or transportation disruptions, or events that could not be avoided despite reasonable care, either party may cancel. We will refund the balance after deducting any fees already paid to suppliers that are non-refundable; you may also contact us to reschedule your trip.

6. How to request a cancellation

After logging in, go to Account Center → My Orders: unpaid orders can be canceled directly; for paid orders, click Request Refund and the system will display the refundable amount according to this policy. You can also contact our online customer service or your travel advisor with the booker's name and order number to process it. The time we receive your cancellation request determines the applicable fees. We will process your refund within 5 business days (see section 7 for when the money arrives).

7. Refund methods and processing times

Refunds are returned to your original payment account (credit card, PayPal, Alipay, or WeChat Pay). Once processed, the time it takes for funds to arrive depends on the payment method and issuing bank: Alipay and WeChat Pay generally take 1–3 business days, PayPal 3–5 business days, and credit cards 7–14 business days. For cross-currency payments, any difference caused by exchange rate fluctuations is settled by the payment provider according to its own rules.

8. Unsubscribing from marketing messages

We currently do not send marketing emails or text messages. If we do in the future, every promotional message will include unsubscribe instructions, and you can also contact our online customer service at any time to opt out. Unsubscribing will not affect service notifications such as booking confirmations or itinerary changes.