These Terms of Service and User Agreement (the “Terms”) are a binding agreement between you (the “User” or “you”) and HONG KONG METAAGENT TECHNOLOGY LIMITED (香港虛影科技有限公司)(the “Company”, “we”, “us” or “our”), operating the HeroGuide online marketplace at https://www.hero-guide.com(the “Platform”).
Please read these Terms carefully before using the Platform. By registering an account, placing an order, or otherwise using our services, you confirm that you have read, understood and agree to be bound by these Terms and our related policies (Privacy Policy, Payment & Billing Policy, Refund & Cancellation Policy, and Service Delivery Policy).
1. About the Platform
HeroGuideis a marketplace that connects travelers and business visitors with local service providers (including local guides, interpreters, private drivers / car charter, airport transfers and companion services) for travel and business needs worldwide (the “Services”).
Unless expressly stated otherwise, the Company acts as an intermediary platform operator and is not the direct supplier of on-the-ground local services. Local providers are independent contractors responsible for performing booked Services.
2. Eligibility and account
You must provide true, accurate and complete registration information and keep your login credentials secure. You are responsible for all activity under your account. You must be legally capable of entering into a binding contract in your jurisdiction.
3. Orders and User obligations
You must submit accurate trip details (dates, destination, party size, requirements). An order becomes effective after successful payment according to our Payment & Billing Policy. You must comply with applicable laws of your country and the destination, and must not use the Platform for unlawful purposes.
4. Fees, payment and billing
Prices are displayed on the Platform. Payments are processed by licensed payment partners (which may include card networks, Stripe, PayPal, Airwallex / 空中云汇, or other processors we enable). Full payment rules are set out in our Payment & Billing Policy.
5. Service delivery, changes and refunds
How Services are delivered (confirmation, vouchers, on-site fulfillment) is described in our Service Delivery Policy. Cancellations and refunds are governed by our Refund & Cancellation Policy.
6. Company rights and obligations
We will reasonably operate the Platform, facilitate matching and settlement, and require identity verification of providers where applicable. We will protect personal data as described in our Privacy Policy. We may refuse, suspend or terminate access for breach of these Terms or suspected fraud.
7. Liability
To the maximum extent permitted by law, the Company is not liable for losses arising from force majeure, destination-side restrictions, or provider performance failures beyond our reasonable control; where we are at fault for Platform-side failures, our liability is limited to fees you paid for the affected order. Nothing in these Terms excludes liability that cannot be excluded under applicable law.
8. Intellectual property
Platform content, trademarks and software belong to the Company or its licensors. You may not copy or exploit them without prior written consent.
9. Governing law and disputes
These Terms are governed by the laws of Hong Kong Special Administrative Region, without regard to conflict-of-law rules. Parties should first attempt good-faith negotiation via contact@hero-guide.com; failing that, disputes may be submitted to the courts of Hong Kong.
If your consumer-protection law mandates a different mandatory forum or rights, those mandatory rights remain unaffected.
10. Changes
We may update these Terms as our business or laws evolve. The updated version will be posted on the Platform with a new “Last updated” date. Continued use constitutes acceptance.
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).
