Refund Policy

Last updated: May 25, 2026 Version: 1.1

1. Overview

This Refund Policy applies to all purchases made through chinatransit.guide. Payments are processed through Stripe Checkout and the purchased product is delivered by email as a personalised digital PDF.

Please read this Policy carefully before purchasing. By completing a purchase, you acknowledge that you have read and understood this Policy.

2. Digital Content — General Policy

Purchases of our personalised digital content are generally final once delivery begins and are not refundable, subject to the mandatory exceptions set out in Sections 4 and 5 below.

This applies to:

• Precise Planner PDF (USD $4.99 early bird / USD $9.99 standard)

Reason for this policy: Each Precise Planner PDF is generated from the travel details, city, timing, and attraction preferences you provide at checkout. The content is delivered electronically and cannot be returned in the same manner as physical goods. Because the value of the product is realised at or before delivery, refunds are generally limited to technical failure, duplicate charge, unauthorised payment, or other mandatory consumer-law exceptions.

3. What You Receive

To ensure you understand what you are purchasing before completing your transaction, we disclose the following at the point of sale:

4. EU and UK Users — Statutory Withdrawal Rights

4.1 Right of Withdrawal. Under the EU Consumer Rights Directive (2011/83/EU) and the UK Consumer Rights Act 2015, consumers normally have a 14-day right of withdrawal from distance contracts.

4.2 Waiver of Withdrawal Right for Immediate Digital Content Delivery. Where digital content is supplied on a digital medium and performance begins with the consumer's express prior consent and acknowledgement that they thereby lose their right of withdrawal, the right of withdrawal does not apply once the content has been accessed.

At the time of purchase, you are asked to confirm your agreement to the immediate commencement of content delivery. By proceeding with the purchase and confirming immediate delivery, you expressly consent to the immediate supply of the digital content and acknowledge that you lose your right of withdrawal upon commencement of performance.

This confirmation is implemented and recorded at checkout before payment is submitted.

4.3 Refund if Withdrawal Right Is Not Waived. If you complete a purchase without having been presented with or having given the required consent to waiver of withdrawal rights (which would constitute a technical error on our part), you may exercise your right of withdrawal within 14 days of purchase, provided you have not accessed the digital content. Contact us at [email protected] within 14 days of purchase.

5. Mandatory Refund Circumstances

Notwithstanding Section 2, we will review and issue a full refund in the following circumstances:

5.1 Technical Failure to Deliver. If, due to a verified technical error on our part, you are unable to access your purchased content within 24 hours of payment confirmation and the issue cannot be resolved within a reasonable time, you are entitled to a full refund.

5.2 Duplicate Charge. If you are charged more than once for the same product due to a payment processing error, we will refund all duplicate charges.

5.3 Charge Not Authorised by You. If a charge appears on your account that you did not authorise, and this is confirmed as fraudulent, you are entitled to a full refund. Please also contact your bank or card issuer immediately.

5.4 Mandatory Consumer Law Rights. Where applicable mandatory consumer protection law in your jurisdiction grants you rights that cannot be waived or excluded by contract, those rights are not affected by this Policy. If you are a consumer in the European Union or United Kingdom and you believe a mandatory right applies to your situation, please contact us.

6. Circumstances in Which Refunds Are Not Issued

Refunds will not be issued in the following circumstances:

• You changed your mind after purchase and accessed the content.
• Your travel plans changed or were cancelled.
• You were denied entry to China or experienced an unfavourable immigration outcome. The Service provides general reference information only and does not guarantee any outcome. An adverse immigration result does not constitute a defect in the product.
• You found the information to be already known to you or not useful to your particular situation.
• More than 14 days have passed since your purchase, unless a circumstance in Section 5 applies.

7. How to Request a Refund

Step 1: Email [email protected] with the subject line "Refund Request — [Your order email]".

Step 2: Include the following information in your email:

• The email address used for purchase
• The reason for your refund request
• Any relevant evidence (e.g., screenshots of a technical error)

Step 3: We will acknowledge receipt of your request within 2 business days and respond with a decision within 7 business days.

Step 4: If a refund is approved, it will be processed back to the original payment method used at checkout. Processing time varies by payment method:

• Credit/debit card: 5–10 business days
• Other methods: according to the payment processor's standard timelines

8. Chargebacks

8.1 If you believe there is an issue with a charge, please contact us before initiating a chargeback with your bank or card issuer. We are often able to resolve issues more quickly than the formal chargeback process.

8.2 Initiating a chargeback for a payment that was validly processed and for which you received the promised digital content may be treated as a disputed digital-delivery claim and may affect future support handling.

8.3 If you receive chargeback-related communications from your card issuer or payment processor, please respond promptly and contact us at [email protected] so we can review the delivery record.

9. Dispute Resolution

If you are dissatisfied with the outcome of a refund request, you may:

• Hong Kong users: Contact the Hong Kong Consumer Council or seek resolution through the Small Claims Tribunal.
• EU users: Contact the consumer protection authority in your member state or use the European Commission's Online Dispute Resolution (ODR) platform.
• UK users: Contact the Citizens Advice consumer service or Alternative Dispute Resolution (ADR) schemes.
• All users: Seek resolution through the courts in accordance with the governing law provisions of our Terms of Service.

10. Changes to This Policy

We reserve the right to modify this Refund Policy at any time. Changes will be effective upon posting to the Service. Your rights in respect of a purchase already made will be governed by the version of this Policy in effect at the time of that purchase.

11. Contact

For all refund-related queries:

TZ Cloud Stream (Hong Kong) Limited RM 1507B, 15/F, Eastcore, 398 Kwun Tong Road, Kwun Tong, Hong Kong Email: [email protected]

For legal correspondence: Email: [email protected]

This document is provided in English only. In the event of any discrepancy arising from translation, the English version shall prevail.