Refund Policy

Last updated: May 3, 2026 Version: 1.0

1. Overview

This Refund Policy applies to all purchases made through chinatransit.guide. All purchases are processed by Paddle.com Market Limited ("Paddle"), which acts as the Merchant of Record. Paddle handles payment processing, tax compliance, and initial dispute management on our behalf.

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

All sales of digital content are final and non-refundable, subject to the mandatory exceptions set out in Sections 4 and 5 below.

This applies to:

• Pre-departure China Guide (USD $4.99 early bird / USD $9.99 standard)
• +30 Day Extension (USD $2.99)

Reason for this policy: Upon purchase, you receive immediate access to the full digital content. The content is delivered electronically and cannot be returned in the same manner as physical goods. The value of the information is realised at or before the time of delivery.

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 by Paddle at the point of checkout in accordance with Paddle's obligations as Merchant of Record.

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 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.
• You purchased the +30 Day Extension and subsequently no longer need the additional time.
• 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 Paddle Order ID]".

Step 2: Include the following information in your email:

• Your Paddle Order ID (found in your purchase confirmation 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 by Paddle. Refunds are returned to the original payment method. Processing time varies by payment method:

• Credit/debit card: 5–10 business days
• PayPal: 3–5 business days
• Other methods: as per Paddle's processing 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 result in the suspension of your access to the Service and, where evidence of fraudulent chargeback activity exists, may be reported to Paddle and relevant authorities.

8.3 Paddle, as Merchant of Record, manages chargeback disputes on our behalf. If you receive communications from Paddle regarding a chargeback, please respond to Paddle directly.

8.4 Automated Suspension. Receipt of a Paddle transaction.charged_back event triggers automated suspension of access to the affected entitlement and any associated add-ons, including +30 Day Extensions. Suspension may be reversed upon evidence that the chargeback was issued in error; contact [email protected] with the Paddle dispute case ID. Where evidence of fraudulent chargeback activity exists, the suspension is permanent and the account may be reported to Paddle and relevant authorities.

9. +30 Day Extension Specific Terms

• The +30 Day Extension extends your active access period by 30 days from your current active_until date.
• A maximum of two (2) extensions may be purchased per account.
• Extensions are non-refundable once the extension has been applied to your account.
• If you have reached the maximum of two extensions and require further access, you may repurchase the full Pre-departure China Guide for a new trip.

10. 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.

11. 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.

12. Contact

For all refund-related queries:

[Company Name] Limited 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.