Help Center

Question 1

How do I book your customized travel products?

Accepted Answer

You can submit a booking request in four ways:
Submit via our website: Visit our official website, click "Customize itinerary" and fill out the request form
Contact customer service: Chat directly via WhatsApp, WeChat, Line, or our online customer service
Send an email: Send your request to
Call us: Dial our international hotline
Our travel designers will contact you within 24 hours to learn about your preferences and create a customized itinerary. Once the plan is confirmed, we'll send you a booking confirmation, and your reservation will be officially confirmed after you pay the deposit.

Question 2

Which payment methods are supported?

Accepted Answer

We accept the following payment methods:
International credit cards: Visa, Mastercard, American Express
Bank wire transfer: Corporate account transfers (for large payments)
PayPal: For international customers
WeChat Pay / Alipay: For payments within China or customers with Chinese accounts
All online payments are processed through PCI DSS-compliant encrypted channels to ensure your payment information is secure.

Question 3

How much deposit is required? When is the balance due?

Accepted Answer

Deposit: Most customized itineraries require a 30%–50% deposit to secure hotels, guides, and tickets.
Balance: The balance must be paid in full within 30 days before departure.
Late payment: If the balance is not paid on time, we reserve the right to cancel the order and deduct the deposit according to the cancellation policy.
The exact deposit percentage is subject to your order confirmation. Some limited resources (such as limited-quantity tickets or peak-season hotels) may require a higher deposit.

Question 4

What is included in the price? Are there any hidden fees?

Accepted Answer

Our prices are transparent with no hidden fees. Each order confirmation clearly lists:
Usually included:
Hotel accommodations listed in the itinerary (including breakfast)
Private business vehicle transportation within the itinerary
First-entry admission tickets to attractions and reservation services
Multilingual premium guide service
Local specialty meals listed in the itinerary
Usually not included:
International round-trip airfare
Visa fees
Travel insurance
Personal expenses (laundry, phone calls, souvenirs, tips, etc.)
Meals not listed in the itinerary
If any item in the itinerary may incur additional fees (such as optional paid activities), we will inform you in advance, and you may decide whether to participate.

Question 5

How soon after placing an order will I receive the order confirmation?

Accepted Answer

Standard products (such as fixed-itinerary small group tours): The order confirmation will be sent within 24 hours after the deposit is paid.
Custom itineraries: The order confirmation will be sent within 2–3 business days after the plan is confirmed and the deposit is paid.
Urgent bookings (within 7 days before departure): We will confirm availability within 4 hours and send the confirmation as soon as possible.
The confirmation will be sent by email, and a notification will also be sent via the WhatsApp/WeChat you provided. Please review the details within 24 hours of receipt. If there are any issues, contact us immediately.

Question 6

Does the room rate include taxes and service fees?

Accepted Answer

It depends on the hotel. When you book, we will clearly provide the following information on the product page and in the order confirmation:
Whether the amount paid online includes taxes and service fees
Whether you need to pay additional local taxes, service fees, or resort fees upon arrival at the hotel
Hotel policies vary. Some hotels use a "prepaid, taxes and service fees included" model, so no further payment is required at the hotel after online payment; other hotels use a "prepaid, local taxes not included" model, and you must pay the difference at the front desk upon check-in.
Please read the "Price Details" and "Important Notes" carefully before booking. If you have any questions, we recommend contacting our customer service to confirm, to avoid unexpected charges upon arrival.

Question 7

Is the price per person or per room?

Accepted Answer

The price is charged per room, not per guest. Please note that this rate is a discounted price based on the standard occupancy (usually 2 adults). If guests not listed on the confirmed booking (including children) stay, or if the actual number of guests exceeds the standard capacity of the room type, the hotel/host may charge additional fees, such as extra bed fees, additional cleaning fees, or extra-guest charges. Some properties also count infants in the total occupancy, so be sure to confirm the policy in advance.
To protect your rights and avoid disputes or being unable to check in upon arrival, please enter the correct total number of guests (including all adults and children) when booking. If the actual number of guests arriving does not match the booking, the service provider may refuse check-in or charge the difference on site. We recommend carefully reading the "What's included" and "Check-in rules" details before your trip.

Question 8

Can I add an extra bed or crib to the room?

Accepted Answer

Whether an extra bed or crib can be added depends on the specific hotel or room type. Extra-bed and child-occupancy policies vary by hotel: some hotels allow extra beds for a fee (usually a folding bed or sofa bed), but this may be limited by room size. Cribs are usually provided free of charge subject to availability, but not all room types support them. In addition, different hotels have different rules on the age at which children stay free, the number of guests who can stay free, and extra-breakfast charges. To avoid disputes or extra charges upon arrival, please carefully review the specific hotel's "Extra bed and child policy" details before booking, or contact customer service to confirm.

Question 9

Can I book a hotel for same-day check-in?

Accepted Answer

Yes. As long as the hotel page shows availability for same-day check-in when you search on the platform, you can book directly. However, please note that same-day check-in bookings are usually classified as "limited-time offer" or "last-minute" bookings, and in most cases they are subject to strict policies that do not allow cancellation or refunds. In addition, some hotels may adjust prices based on real-time availability or set specific time restrictions for late-night check-in. To avoid unnecessary losses, we strongly recommend that you carefully read every word of the "Cancellation policy" and "Terms and conditions" on the booking page before confirming payment, and only place your order after confirming that your travel plans are correct.

Question 10

How do I book?

Accepted Answer

Register or log in to your account: We recommend verifying your phone number or email address in advance so you can receive order notifications promptly.
Search for hotels: Select "Hotels" in the main menu, enter your destination, check-in date, and number of guests, then click "Search". If booking same-day check-in, confirm that rooms are still available.
Select and book: Browse room types, prices, and cancellation policies, choose your preferred hotel, enter accurate guest information, and submit your order.

Confirmation: You will receive a confirmation email within 30 minutes after booking. If you do not receive it, check your spam folder first or contact customer service to verify. Please note that some "limited-time offers" or "non-refundable" orders cannot be changed after payment, so carefully review the terms before submitting.

Question 11

How do I change my order?

Accepted Answer

For details, check the cancellation policy on the activity page.
For some activities, you can change order details (e.g., participation date, passenger information, special requests).
Go to the My orders page.
Find the order you want to change and click "Change booking".
Once the change is confirmed, you will receive an updated voucher.
If you still need assistance, contact us via online customer service (go to the order page > select the order > click the "Online consultation" icon).

Question 12

How long does it take to receive my refund?

Accepted Answer

Once your refund request is approved, the refund will be initiated within 24 hours. After it is initiated, the time it takes to receive your refund varies by payment method.
Credit/debit card: 7-14 business days
Apple/Google Pay: 7-14 business days
Local e-wallet:
If paid using your wallet balance: 1-3 days
If paid with a credit/debit card linked to your wallet: 7-14 business days. The actual timeframe may depend on your bank's policies. Contact your bank for details.
Online banking: 7-10 business days
Bank transfer: 14-30 business days
In some cases, we may be unable to refund you through your original payment method. In this case, your refund will be processed by bank transfer and may take up to 30 business days.

Question 13

How do I cancel my order and get a refund?

Accepted Answer

1. Free cancellation: Cancel within the allowed period: Go to "Bookings" > find the order > "Apply for refund" > select reason and quantity > confirm. You will receive a cancellation email. Note: Used coupons cannot be reused.
2. Conditional cancellation: Check the specific conditions on the activity page or your order. If you meet the conditions, contact us.
3. Non-cancellable: Cancellations and refunds are not available.
Note:
No refunds will be provided after a booking or activity has been successfully completed.
If you need to contact customer service to cancel a booking, provide the following information so we can resolve your issue more quickly:
Full name (same as the name used for the booking)
Your booking reference number (e.g., ABC123456)
Activity name
Any relevant supporting documents to verify your cancellation request (flight cancellation notice, medical documents, death certificate, etc.)

Question 14

What should I do if my flight is canceled or delayed?

Accepted Answer

We're sorry to hear that. Please refer to your activity's cancellation policy for more information on whether your activity can still be canceled.
If your activity offers free cancellation
You can request to cancel your booking directly. For more information on how to cancel a booking, please see
If your activity cannot be canceled or you are not eligible for free cancellation, please contact us and provide the following information:
Full name (the same as the name used for booking)
Your booking reference number (e.g., ABC123456)
Activity name
Any relevant supporting documents (flight cancellation notice, etc.).
We will do our best to help.

Question 15

Can I get a refund if I am late or do not show up?

Accepted Answer

For fixed-date tickets, customers who miss their booking without prior notice are not eligible for a refund.
If you are unable to attend the activity for a valid reason (serious illness, personal emergency, flight cancellation, etc.), please notify your activity operator as soon as possible! They may be able to make reasonable arrangements for you.
If you do not have the activity operator's contact information, please contact us, and we will do our best to help.

Question 16

How do I change my password?

Accepted Answer

Our website
Hover over your account name in the top right corner
Select "Account settings" from the dropdown menu
Enter your current password and new password
Our app
Select the "My account" icon in the bottom right corner
Select the "Settings" icon in the top right corner, then select "Change password"
Enter your current password and new password

Question 17

How do I change the language and currency settings for my account?

Accepted Answer

Website: You can find the language and currency options at the top of the homepage and click to switch them as needed.
App: Select the My account icon in the bottom-right corner, then go to Settings or directly select Change country or region/language/currency. The page will refresh automatically and recalculate prices. We recommend switching before booking to ensure you see accurate local currency prices and related terms. Some promotions or coupons may be available only in specific regions. If anything changes after switching, refer to the information displayed on the page. If prices do not update promptly or display incorrectly, restart the app or clear the cache and try again.

Question 18

How do I change my personal information?

Accepted Answer

You can change your personal information on the account settings page at any time.
Website
Hover over your account name in the top-right corner of the page.
Select Account settings from the dropdown menu.
Click Edit personal information under your profile picture.
App
Select the My account icon in the bottom-right corner.
Tap My personal information under your profile picture.
If you have any questions about how we store and process your personal information, please contact us at any time. Please note that for such requests, GreenTourAsia reserves the right to verify your identity to ensure you are authorized to make the request.

Question 19

What should I do if I do not receive the verification code?

Accepted Answer

If you have not received the verification code:
Wait a few minutes for the verification code to arrive.
Try tapping Resend verification code after 60 seconds.
Make sure you have a good connection.
Turn Airplane mode on and off.
Turn off your phone and turn it on again.
If you still have not received the verification code, please contact us.

Question 20

How do I change the country/region setting for my account?

Accepted Answer

If you are located in a new country/region and have a local mobile number, you can change your country/region. To help keep your account secure, you can change your country/region only 2 times within one year.
How to change your country/region of residence:
Go to the Account page. If you are using the desktop website, click Account settings.
Go to Personal information management > Country/region of residence, then tap Edit.
Select and confirm your country/region of residence, and use your local number to receive an SMS verification code to verify your location.
Tap Save, and your information will be updated successfully.
Member note: Changing your country/region setting may affect how your membership tier progress is calculated.

Question 21

How do I submit feedback or a complaint after my trip?

Accepted Answer

We place great importance on your feedback. You can submit it through the following channels:
Online form: On the website, go to 'My orders' → select your trip → click 'Submit review/complaint'
Email: Send to
Customer service WeChat/WhatsApp: Send a message directly
Phone: Call the customer service hotline
Processing times:
General feedback: Reply within 3 business days
Complaints: Acknowledgment within 24 hours and resolution within 7 business days
Escalated complaints: If you are not satisfied with the initial handling, you can escalate to the customer service director for a final reply within 10 business days
We promise that every piece of feedback will be taken seriously and used to improve our service.

Question 22

How do I unsubscribe from marketing messages (email, SMS)?

Accepted Answer

You can unsubscribe at any time:
Email unsubscribe:
Every marketing email has a 'Click here to unsubscribe' link at the bottom. Click it and confirm (takes effect immediately)
SMS unsubscribe:
Reply TD, STOP, or UNSUBSCRIBE to the number you received the message from
WhatsApp/WeChat unsubscribe:
Send 'STOP' or 'UNSUBSCRIBE' in the chat window
Website settings:
Log in to your account → Message settings → turn off the 'Marketing promotions' toggle
After unsubscribing: You will no longer receive promotional messages, but you will still receive service messages such as order confirmations and trip reminders. Unsubscribing does not affect any of your membership benefits.

Question 23

How do I delete my account?

Accepted Answer

You can request to delete your account at any time.
Request methods:
Website: After logging in, go to 'Settings' → 'Account security' → 'Delete account'
Customer service: Contact customer service to submit a deletion request
Before deleting your account, please confirm:
All trips have been completed or handled according to the refund and change policy
Your account has no outstanding payments
You have backed up any orders and communication records you need to keep
After deletion:
Your personal information will be deleted or anonymized within 7 days
Your account and all data cannot be recovered
Linked third-party authorizations (such as WeChat login) will be automatically revoked

Question 24

I lost my order confirmation. Can it be reissued?

Accepted Answer

Yes. Your order confirmation is an important travel document. If you lose it, contact us promptly for a reissue.
Reissue methods: Log in to the website, go to 'My orders', select the relevant order, and click 'Resend confirmation'; or contact customer service with your order number and registered email to request a reissue.
Reissue time: Self-service download is available instantly; customer service-assisted reissues are sent to your email on file within 2 hours.
Tip: Before departure, save the confirmation to your phone and print a paper copy as backup. If you cannot access the electronic version while traveling, call our 24-hour emergency hotline. Our staff will help communicate with the hotel/guide to ensure a smooth check-in.

Question 25

How can I review my guide or driver after the tour?

Accepted Answer

We highly value your honest feedback about our service team. After your tour, you can review your guide or driver in the following ways:
How to review: Log in to our website, go to My orders, select the relevant tour, and find the Guide/driver review option to leave a rating and written comments. You can also send your review directly via our customer service WeChat/WhatsApp.
Review criteria: usually include service attitude, professional knowledge, communication, itinerary arrangement, emergency handling, and more.
How reviews are used: Your review will directly affect the guide/driver's performance evaluation and bonuses. Positive reviews motivate outstanding staff; negative reviews trigger internal review and training improvements.
Privacy protection: Review content will be anonymized for internal management, and your personal information will not be disclosed to the person being reviewed.

Question 26

How can I contact my guide?

Accepted Answer

Your dedicated guide will proactively contact you the day before departure:
WhatsApp / WeChat: Your guide will add you using the account you provided and send a greeting.
Phone: If you provided a mobile number, your guide will call to confirm the pickup time and location.
Hotel front desk: If we cannot reach you through the above methods, your guide will leave a message at the hotel front desk at the agreed time.
Tip: Before the tour starts, please make sure your phone has international roaming enabled or is connected to WiFi so you can receive messages from your guide. If you have any questions, please call our 24-hour emergency hotline at any time.

Question 27

What should I do if I encounter an emergency during the trip (illness or lost items)?

Accepted Answer

Please stay calm and follow these steps:
Illness/injury:
Minor illness: Inform your guide. We will help you buy common medication or arrange a nearby clinic.
Serious illness/injury: Call 120 (China's emergency number) immediately, or have your guide/driver take you to the nearest international hospital.
Contact insurance: Please also call your travel insurance claims hotline and keep all medical receipts.
Lost items:
Left at hotel/vehicle: Inform your guide immediately. We will contact the hotel/driver to look for them.
Lost passport: Contact your guide and our emergency hotline immediately. We will help you report to the local public security bureau and contact your country's embassy or consulate to apply for a replacement travel document.
Stolen valuables: Call 110 (China's police number) to report the theft, and contact us for assistance.
We provide 24-hour emergency support. If you encounter any problem, you can call our emergency hotline at any time.

Question 28

Can I change the arranged hotel or restaurant if I don't like it?

Accepted Answer

Yes, but it depends on the situation:
Change before departure (recommended):
If requested more than 7 days before departure, we can change to a hotel/restaurant of the same or higher level for free
If you upgrade to a higher standard, you will need to pay the difference
Change during the trip:
If you are unhappy with the hotel after check-in (cleanliness, service, etc.), please tell your guide immediately; we will arrange a change within 2 hours
If the change is only due to personal preference (such as disliking the decor), changing hotels may incur extra costs (including the original hotel's cancellation fee and the new hotel's room rate)
Note: Our hotels and restaurants are carefully selected. If you have special preferences (such as a quiet room or a window seat), please let us know in advance, and we will do our best to accommodate them.

Question 29

What if there is a language barrier?

Accepted Answer

You don't need to worry about language barriers
Guide throughout the trip: Your guide offers multilingual services (Chinese, English, Japanese, Korean, French, German, Spanish, etc.) and can assist with all communication
Translation apps: We recommend downloading Google Translate or Microsoft Translator, which support camera and voice translation
Common phrase card: We will prepare a common Chinese phrase card (with pinyin) for you to use during free time
Emergency translation: If you need translation in special situations (such as at a hospital or police station), call our emergency hotline and we will arrange dedicated assistance

Question 30

What is the maximum number of people in a small group tour, and what are the vehicles like?

Accepted Answer

Group size limit:
Our small group tours are designed for 2-6 guests
For more than 6 guests, we can arrange a small group of 8-12 or a private car; please inquire in advance
Vehicle features:
WiFi throughout the vehicle
Free bottled water and wet wipes
Child safety seats (available on request)
Professional drivers (with advanced licenses and over 10 years of driving experience)

Question 31

Can you help me apply for a Chinese visa?

Accepted Answer

Yes. We provide the following visa assistance services:
Visa invitation letter: Based on your itinerary, we provide an official invitation letter for applying for a Chinese visa at a Chinese embassy or consulate
Document checklist: We provide a complete checklist of documents required to apply for a Chinese visa in your country/region
Application review: We help review your application materials to reduce the risk of rejection
Expedited service: If time is tight, we can help contact the embassy or consulate for expedited processing (subject to their policies)
Please note: We are not a visa agency, and the final visa decision is made by the embassy or consulate. We recommend starting the process at least 60 days in advance.

Question 32

How far in advance should I apply for a Chinese visa?

Accepted Answer

Recommended timeline:
60-90 days before departure	Start preparing documents and contact us for an invitation letter
45-60 days before departure	Submit your visa application to the Chinese embassy or consulate
30-45 days before departure	Visa is usually issued (standard processing takes about 2-3 weeks)
Within 15 days before departure	Expedited processing is available for an extra fee and takes about 3-5 business days
Note: Processing times vary by country/region. Please refer to announcements from the local Chinese embassy or consulate. Apply early to avoid itinerary changes caused by visa delays.

Question 33

Which countries' passports allow visa-free entry to China?

Accepted Answer

As of 2026, holders of ordinary passports from the following countries/regions can enter China visa-free for short stays (the permitted stay may change; please refer to the latest policy):
Singapore	30 days	Passport must be valid for more than 6 months
Brunei	15 days	Tourism purposes only
Japan	15 days	Round-trip ticket required
United Arab Emirates	30 days	Visa-free for ordinary passports
Qatar	30 days	Visa-free for ordinary passports
Serbia	30 days	Visa-free for ordinary passports
Bosnia and Herzegovina	30 days	Visa-free for ordinary passports
Belarus	30 days	Visa-free for ordinary passports
In addition, travelers from some countries can use the 144-hour visa-free transit policy (applicable when entering through designated ports and continuing to a third country/region). We recommend consulting us or checking the latest announcements from China's National Immigration Administration before travel.

Question 34

What are the passport validity requirements?

Accepted Answer

According to China's entry and exit regulations:
Basic requirement: Your passport must be valid for at least 6 months upon entry
Blank visa pages: At least 2 blank pages are required for stamps
Passport condition: Your passport must not be damaged, have missing pages, or show water damage or other issues that affect identification
Please note: If your passport has less than 6 months of validity, contact your country's passport issuing authority as soon as possible to renew it. You will be responsible if entry is denied due to passport issues.

Question 35

If the itinerary includes self-driving activities, what driver's license is required?

Accepted Answer

If your itinerary includes self-driving, please note the following driver's license requirements:
Chinese driver's license	Allowed	Can be used directly
International Driving Permit (IDP)	Not allowed; China does not recognize International Driving Permits
Foreign driver's license + official translation	Allowed; you must provide the original foreign license and a translation recognized by a Chinese notary office or traffic management authority
Foreign driver's license + notarized translation	Allowed; notarization must be completed before departure
Recommendation: If you plan to drive in China, contact us at least 30 days in advance. We can help arrange the required translation and notarization documents. If you do not have a valid driver's license, we can arrange a private car with a driver instead.

Question 36

What materials will I receive before departure?

Accepted Answer

We will send you the following materials (electronic versions) 7-10 days before departure:
Detailed itinerary: daily schedule, attraction information, meal information
Hotel confirmation: hotel name, address, contact phone number, booking number
Guide and driver information: names, photos, contact phone numbers, WhatsApp/WeChat
Pre-departure handbook: weather, currency, voltage, etiquette, emergency contacts
E-tickets/vouchers: electronic admission tickets for some attractions (some require on-site exchange)
24-hour emergency contact card: our emergency hotline and contact information for local embassies and consulates
Please save these materials on your phone or print paper copies to carry with you, especially in areas with unstable internet.

Question 37

Do I need to purchase travel insurance?

Accepted Answer

We strongly recommend purchasing it. We require all customers to purchase comprehensive travel insurance covering the entire trip before departure.
Recommended coverage:
Medical and emergency assistance (recommended coverage of at least CNY 500,000)
Trip cancellation and interruption
Baggage loss and delay
Flight delay
Personal liability
Purchase options:
Buy on your own: through an insurance company in your country/region
Our recommendation: contact us for recommended plans from our partner insurers
Please note: If you do not purchase insurance, any medical, rescue, or other related costs will be your responsibility.

Question 38

What are the voltage and plug types in China? Do I need to bring a travel adapter?

Accepted Answer

Voltage: China's standard voltage is 220V, with a frequency of 50Hz. If your devices operate on 110V (such as those from the US or Japan), you will need a voltage converter.
Plug types:
Type A: two flat pins (US standard)
Type I: three flat pins (Australian standard)
Recommendations:
Bring a universal travel adapter (covering multiple plug types)
If you need to use multiple devices, we recommend bringing a power strip (hotel outlets are limited)
We provide spare adapters for each customer in the vehicle and at the hotel; you can borrow one from the guide.

Question 39

Where can I exchange Chinese yuan? Can I use credit cards?

Accepted Answer

Cash exchange:
In China: airports, hotels, and major banks can exchange currency (passport required).
Outside China: some Bank of China branches in other countries allow advance exchange.
Recommended amount: about ¥300–¥500 per person per day for small expenses (snacks, souvenirs, transportation).
Credit card use:
Large malls, upscale hotels, and international chain restaurants accept Visa, Mastercard, and American Express.
Small shops, street stalls, and taxis usually accept only cash or mobile payment.
Mobile payment:
Alipay and WeChat Pay are widely available. If you have a Chinese bank account or can link an international credit card, you can try activating them. We can provide setup guidance.

Question 40

What cultural etiquette should I be aware of?

Accepted Answer

Understanding local etiquette can make your trip smoother and more enjoyable:
Tipping is not required in China. Upscale restaurants may include a 10–15% service charge. If you are very satisfied with the service, you may give your guide/driver a small tip (optional).
At temples or religious sites, dress modestly (no shorts, short skirts, or sleeveless tops), keep quiet, and do not touch Buddha statues.
Ask for permission before photographing others. Some museums and temples prohibit photography.
Please queue patiently and do not cut in line.

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