This policy sets out the payment, cancellation and refund rules between you and the HeroGuide platform (“HeroGuide” or “we”). By placing an order you agree to this policy.
1. Payment & overdue handling
- You should complete payment within 24 hours after the order is confirmed, using the methods shown on the platform.
- If payment is overdue or fails more than 3 times, we may suspend service arrangements and the order may be cancelled automatically.
If a service is cancelled because of your late payment, any deposit paid is non-refundable.
2. When a service falls short
The vehicle and driver we provide must meet the agreed standard: a valid driving licence with no major violations, and the agreed vehicle type, duration and route.
If the vehicle or driver does not meet the standard, or a serious failure occurs (e.g. more than 30 minutes late, unauthorized itinerary changes, interpreting not provided as agreed), you may immediately require us to take remedial action (e.g. replace the vehicle or extend the time).
If remediation still fails to meet the requirement, you may terminate the service and request a refund for the portion not actually used (pro-rated by remaining time or itinerary).
We will respond to your complaint within 2 hours and provide a resolution (refund, compensation, etc.) within 48 hours.
3. Cancellation by you
Submit a cancellation request via the platform’s order page or our support channels (email: contact@hero-guide.com). The cancellation time is when our system records your request.
Cancellation fees:
- 7+ days before the service starts: full refund, no reason needed.
- 3–7 days before: 20% cancellation fee, 80% refunded.
- 1–3 days before: 30% cancellation fee, 70% refunded.
- Within 1 day (including the day of service): non-refundable.
Note: the “service start time” is the agreed pickup time. 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.
Refunds are returned to your original payment account within 5 business days of receiving your request (and cancellation fee, if any).
4. Disputes & updates
Disputes over refund amounts or cancellation fees should first be resolved through our support channels; failing that, through the competent court.
We may revise this policy as laws or business needs change, with notice via the platform or email.
5. Contact
Email: contact@hero-guide.com
