This Payment & Billing Policy explains how fees are charged and paid on HeroGuide (https://www.hero-guide.com), operated by HONG KONG METAAGENT TECHNOLOGY LIMITED (香港虛影科技有限公司)(the “Company”, “we” or “us”). The merchant / billing descriptor on your statement may show the Company name, the brand name, or a combination permitted by our payment partners.
1. Merchant of record
Unless a checkout page expressly names another seller, the contracting and collecting entity for Platform bookings is HONG KONG METAAGENT TECHNOLOGY LIMITED (香港虛影科技有限公司). Local providers are paid according to our marketplace settlement rules after successful service completion (or as otherwise agreed).
2. Prices and currency
Prices are shown on the order / quote page before you pay. Displayed currency depends on the product and your region (e.g. USD, HKD, CNY or others we enable). Taxes, platform service fees or tips—if any—will be itemized or disclosed before payment where applicable.
3. When payment is due
Full payment (or the deposit amount stated on the order) is generally due within the window shown after confirmation—typically within 24 hours—unless the listing or contract states otherwise. Unpaid orders may be cancelled automatically.
4. Accepted payment methods
Depending on your location and the processors we enable, you may pay by:
- major credit / debit cards via licensed processors;
- Stripe, PayPal or similar wallet / card gateways;
- Airwallex (空中云汇) and other bank or local payment methods we activate for international settlements.
Availability of each method may change. Payment data is processed by the relevant processor under their security standards (e.g. PCI DSS for card data).
5. Billing and receipts
After successful payment we will show confirmation in your account and / or send a receipt to your registered email. Keep the order number for support. If you need an invoice or billing adjustment, email contact@hero-guide.com with your order number.
6. Failed payments, chargebacks and fraud
If a payment fails, you may retry with another method. We may refuse or reverse transactions suspected of fraud. Unauthorized chargebacks without contacting us first may delay resolution; please use our contact form or email so we can help.
7. Refunds
Refunds, cancellations and non-delivery remedies are governed by our Refund & Cancellation Policy. Approved refunds are returned to the original payment method when the processor allows.
8. Changes
We may update payment partners, currencies or fee structures. Material changes will be reflected on this page and / or at checkout.
Customer support & contact
- Legal entity: HONG KONG METAAGENT TECHNOLOGY LIMITED (香港虛影科技有限公司)
- Registered address: RM C20 BLK C 3/F, EAST SUN INDUSTRIAL CENTER, 16 SHING YIP STREET, KWUN TONG, KL, HONG KONG
- Brand / website: HeroGuide — https://www.hero-guide.com
- Email: contact@hero-guide.com
- Contact page: Support & contact form
- Response time: We typically respond to support requests within 24 hours on business days (Hong Kong time, Monday–Friday).
