Terms of use

1. Who we are

The reotrip.com website is owned and operated by REOTRIP TECHNOLOGY LIMITED (臻誠旅游科技有限公司), a Hong Kong company with Business Registration No. 76983345. In these terms, "ReoTrip", "we" and "us" mean this company.

We are the seller of every order placed on reotrip.com and the recipient of your payment. We are responsible for the transaction, including arranging the booked service with our supplier partners, customer service, refunds, complaints, and disputes. The supplier partner operates the service on the day.

Our address is Room 5003, Floor 5, Yau Lee Centre, 45 Hoi Yuen Road, Kwun Tong, Kowloon, Hong Kong.

Email for orders, complaints, and legal notices: order@reotrip.com. Telephone: +852 5961 7562.

2. What you can buy

ReoTrip sells destination experiences: admission tickets, day tours, sightseeing activities, and transfers. Our supplier partners operate these services.

Each product page describes the service and its options. Your order consists of the product, travel date, time slot, option, quantity, and total shown before you pay.

Before you pay, read the product details and any restrictions or cancellation terms shown.

3. Prices and payment

Prices are shown in each product's currency; most products are priced in Hong Kong dollars (HKD). Orders are charged in the checkout currency, which is the same as the currency shown for the selected product. We do not convert the price into another currency based on your language or location.

You pay the full order total when you place the order.

Card payments are made on the secure hosted payment page of a third-party payment service provider. You enter your card details on that page, and the payment service provider collects them. ReoTrip does not store full card numbers or CVC codes. Our website uses encrypted HTTPS connections.

You can pay with the cards and wallets shown on the payment page.

The charge appears on your card statement as "REOTOUR". If you do not recognize a charge from us, contact order@reotrip.com.

Your card-issuing bank may apply its own exchange rate, conversion fees, or card and cross-border transaction fees. These bank rates and fees are outside ReoTrip's control.

4. Booking and confirmation

After your payment succeeds, we email you a payment receipt. Payment does not mean that the booking is already confirmed.

Our staff then book the service with the supplier partner and check availability and the rules of the selected option.

We usually confirm your booking within 2 business days after payment. We then email the confirmation to the address you gave at checkout. It includes the supplier's confirmation number when one is issued, and the voucher or instructions for your option. Business days are Monday to Friday, excluding Hong Kong public holidays.

If confirmation will take longer, we email you within that time to explain the delay and give you a new expected confirmation date.

If we cannot confirm the product, date, time, or option you chose, you get a full refund. If you agree, we can offer another date or an alternative instead.

Dates that the operator has not opened yet follow different timing. See section 5.

5. Dates the operator has not opened yet

Some products can be booked for a date before the operator opens bookings for it. For such a date, we will confirm your booking about 90 days before the trip. If the date does not open, or the operator's price rises above our limit, you will get a full refund.

We will not ask you to pay more after you have paid. If you receive a full refund because the price rose, you can book again at the price shown on that day.

The 2-business-day confirmation time in section 4 does not apply to these dates.

6. Cancellation and refunds

Some products show their own cancellation terms on the product page and at checkout, such as a free-cancellation deadline. Where they are shown, those terms apply to your order. Unless the product page says otherwise, the services you buy are a final sale and cannot be refunded. Refunds follow the cancellation rules shown on the product page, as explained in our Cancellation and refund policy.

A product marked "Non-refundable" before you pay is a final sale: if you cancel it, you do not get a refund.

If we cannot confirm your booking, or the operator cancels the service, you get a full refund or, if you agree, another date or an alternative. This also applies to products marked "Non-refundable".

Refunds go back to the payment method you used for the order, in the currency you paid. If our payment service provider cannot return a refund to that payment method, for example because its refund window has passed, we ask you for your bank account details and refund the same amount in the same currency by bank transfer. A full refund returns the full amount you paid in that currency.

Send refund requests to order@reotrip.com within 30 days after the travel date; for billing errors, within 30 days after the charge date. This window does not extend a product's free-cancellation deadline.

We email you the result within 15 business days after we receive your request. We initiate an approved refund within 5 business days of approval. For a refund by bank transfer, this time runs from when we receive your bank account details. Your bank usually credits it within 5 to 15 business days after that; some banks take longer.

Read the Cancellation and refund policy for the full rules, including what is not refundable and what to include in your request.

7. Your responsibilities

Give accurate and complete booking and traveler details: your name, email address, travel date, selected options, any details the supplier asks for, and your phone number if you give one.

Bring the documents required by the selected product and follow the venue or operator's rules. Incorrect details, missing documents, late arrival, or failure to follow those rules may affect admission and refund eligibility under the product rules.

Check your payment receipt and booking confirmation when they arrive, and reply to the email if anything looks wrong.

8. Questions, complaints, and escalation

If you have a question or a complaint about an order, please contact us first so we can try to resolve it quickly.

Step 1: Email order@reotrip.com or call +852 5961 7562. Give your order number, the email address used for the order, and a short description of the issue.

Step 2: We reply by email within 15 business days after receiving your complaint, including complaints made by phone.

Step 3: If you are not satisfied with our reply, reply to that email and ask for a review. A member of our team who was not involved in the case reviews your complaint and the order record, and emails you the outcome within 15 business days.

This process does not limit your right to dispute a card charge with your card issuer, or any other right you have under applicable law.

9. Liability

Supplier partners operate their services, including admission, schedules, on-site safety, and staff. ReoTrip is responsible for selling you the order, taking payment, arranging the booked service with the supplier, communicating with you, and handling refunds, complaints, and disputes under these terms.

Some events are outside ReoTrip's control, such as weather, strikes, and government orders. If an operator cancels the service, a date does not open, or we or a supplier cannot confirm the booking, the full-refund or customer-agreed alternative options in sections 5 and 6 apply.

ReoTrip is not liable for indirect losses, lost profit, data loss, alternative-service costs, or additional travel costs unless caused by ReoTrip's culpable breach and recoverable under mandatory law.

Nothing in these terms limits consumer rights that cannot be limited under applicable mandatory law.

10. Privacy and cookies

Our Privacy policy explains how we handle personal data. Our Cookie policy explains the cookies we use.

We share with the supplier partner only the order details needed to deliver your booking.

11. Governing law and disputes

These terms are governed by the law of Hong Kong SAR unless mandatory consumer law requires otherwise. Choosing Hong Kong law does not reduce consumer rights that cannot be limited under the mandatory law of the consumer's country of residence.

We aim to resolve any dispute through the complaint process in section 8. This does not prevent you from going to a court or another competent authority.

12. Changes to these terms

We may update these terms. The effective date at the top of this page shows when the current version took effect.

The version in effect when you pay applies to that order.

13. Contact us

For questions about these terms or an order, email order@reotrip.com or call +852 5961 7562.

REOTRIP TECHNOLOGY LIMITED (臻誠旅游科技有限公司), Business Registration No. 76983345. Address: Room 5003, Floor 5, Yau Lee Centre, 45 Hoi Yuen Road, Kwun Tong, Kowloon, Hong Kong.