This Refund & Cancellation Policy (the “Policy”) sets out the cancellation and refund rules between you and HONG KONG METAAGENT TECHNOLOGY LIMITED (香港虛影科技有限公司)(the “Company”, “we” or “us”), operating HeroGuide at https://www.hero-guide.com. By placing an order you agree to this Policy. Payment timing and methods are detailed in our Payment & Billing Policy. Because we sell digital marketplace bookings for local services (not physical goods), there is no physical “return of goods”; unused or cancelled services are handled as refunds / credits under this Policy.
1. Payment deadline (related to refunds)
- You should complete payment within the window shown on the Platform after the order is confirmed (typically within 24 hours), using the methods offered at checkout.
- If payment is overdue or fails repeatedly, we may suspend arrangements and the order may be cancelled. Deposits already paid for cancellations caused by your late payment are non-refundable unless required by law.
2. When service falls short
Vehicles, drivers, guides and interpreters must meet the standards agreed in the order (valid licences where applicable, agreed vehicle type, duration, route and language support).
If the provider does not meet the agreed standard, or a serious failure occurs (e.g. more than 30 minutes late without valid reason, unauthorized itinerary changes, interpreting not provided as agreed), you may require remediation (replacement, extension, etc.). If remediation still fails, you may terminate the unused portion and request a pro-rated refund for services not actually received.
We aim to acknowledge complaints within 2 hours on business days and provide a resolution path (refund, compensation or other remedy) within 48 hours where practicable.
3. Cancellation by you
Submit a cancellation via the Platform order page or support (contact@hero-guide.com). Cancellation time is when our system records your request.
Unless a specific order states otherwise, cancellation fees are:
- 7+ days before service start: full refund.
- 3–7 days before: 20% fee, 80% refunded.
- 1–3 days before: 30% fee, 70% refunded.
- Within 1 day (including the day of service): non-refundable.
“Service start time” means the agreed pickup / start time on the order. For force majeure (natural disaster, government ban, sudden illness with hospital proof), you may request a full refund or reschedule by submitting proof within 24 hours of cancelling.
Approved refunds are returned to the original payment method within 5–10 business days after approval (processor timelines may vary). Chargebacks should first be raised with us so we can help resolve the dispute.
4. No physical returns
HeroGuide does not ship tangible merchandise. There is therefore no shipping return address for goods. Refunds apply only to paid service bookings as described above. See also our Service Delivery Policy.
5. Disputes & updates
Disputes over refund amounts should first be resolved via contact@hero-guide.com. Failing that, the dispute mechanisms in our Terms of Service apply. We may revise this Policy; the updated version will be posted on the Platform.
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).
