This Service Delivery Policy (also referred to as our “Shipping Policy” for payment and compliance review) describes how HONG KONG METAAGENT TECHNOLOGY LIMITED (香港虛影科技有限公司), operating HeroGuide at https://www.hero-guide.com, fulfills orders. We do not sell or ship physical merchandise. There is no parcel logistics, tracking number or warehouse shipping address. What you purchase is a booking for local travel / business support services delivered digitally (confirmation) and on-site (by the assigned provider).
1. What is delivered
- Digital confirmation: after successful payment, order confirmation, service details and provider contact information (when appropriate under our privacy rules) appear in your account and / or email.
- On-site fulfillment: local guides, interpreters, private drivers / car charter, airport transfers, companions and similar services are performed at the agreed place and time in the destination.
2. Delivery / fulfillment timeline
- Instant to same business day: digital order confirmation is usually issued immediately after payment clears.
- Provider matching: assignment of a local provider may take from minutes to a few business days depending on destination, dates and requirements. Status updates appear on the Platform.
- Service date: physical / on-site delivery occurs on the scheduled service date(s) stated in your order—not via courier.
3. No physical shipping address
Because no goods are mailed, we do not publish a goods return / warehouse address. Business and support correspondence should use contact@hero-guide.com or the contact form. Legal entity: HONG KONG METAAGENT TECHNOLOGY LIMITED (香港虛影科技有限公司).
4. Delays and non-delivery
If confirmation is not received, provider matching fails, or on-site service cannot start as agreed for reasons attributable to the Platform or provider, contact us promptly. Remedies (reschedule, replacement provider, refund) follow our Refund & Cancellation Policy and Terms of Service.
5. User responsibilities
Provide accurate pickup points, flight numbers, contact numbers reachable in the destination, and be present at the agreed time. Failure to appear without timely notice may be treated as a completed or non-refundable service under the cancellation rules.
6. Changes
We may update this Policy as products evolve; the posted version on the Platform controls.
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).
