Cancellation and refund policy

1. Scope

This policy applies to orders placed on reotrip.com. Checkout links to this policy, and by paying you agree to it.

REOTRIP TECHNOLOGY LIMITED (臻誠旅游科技有限公司), a Hong Kong company with Business Registration No. 76983345 ("ReoTrip", "we"), is the seller and payment recipient for these orders. We handle all cancellations, refunds and payment disputes for them, including for services that our supplier partners deliver.

This policy does not reduce consumer rights that cannot be limited under applicable mandatory law.

2. Your product's cancellation rules

Some products show their own cancellation rules on the product page and at checkout before you pay, for example "Free cancellation at least 2 days before start — 100% refund." Where rules are shown, they apply to your order.

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

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. The full refunds in section 3 still apply.

Partial cancellations, such as cancelling some of the travelers on an order, follow the rules in this section.

3. When you get a full refund

In the cases listed below, you get a full refund of the amount you paid.

If we cannot confirm your booking or the operator cancels, we may offer you another date or an alternative instead, but only if you agree. If you do not agree, you get the full refund.

When we cancel a paid order because we cannot confirm it, the operator cancels, or your date does not open or the operator's price rises above our limit, we start the refund ourselves and email you. You do not need to send a request.

• You cancel before the free-cancellation deadline shown for your product.
• We or our supplier partner cannot confirm the product, date, time or option you booked.
• The operator cancels the activity or does not run it, including because of severe weather, strikes, government orders or other events outside its control.
• You booked a date that was not yet open for booking, and the date does not open or the operator's price rises above our limit (section 4).

4. Dates not yet open for booking

Some dates can be booked on reotrip.com before the operator opens bookings for them. If you book 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. If the operator's price rises but stays within our limit, we pay the difference and your booking keeps the price you paid.

If the operator has still not opened your date about 90 days before the trip, we email you. You can choose to wait for it to open or take a full refund.

For these dates, we never ask you to pay more after you have paid. After a full refund, you are free to book again at the price shown on that day.

5. When you do not get a refund

Unless your product's rules say otherwise, you do not get a refund in the cases listed below.

The cases listed below concern cancellations on your side. They do not remove the full refunds in section 3 that apply when the cause is on our side or the operator's side, such as when we cannot confirm your booking or the operator cancels. This also applies to products marked "Non-refundable".

• You cancel after the cancellation deadline that applies to your product (section 2).
• Your product was marked "Non-refundable" before you paid, or no cancellation rules that allow a refund were shown for it (section 2).
• You do not show up, or you arrive late.
• You do not bring the documents that the product requires.
• The booking details you gave us were wrong or incomplete.
• You are refused entry because the venue's or operator's rules were not followed.

6. How to cancel or ask for a refund

Email order@reotrip.com to cancel an order, ask for a refund or report a billing error. A cancellation must reach us before the deadline that applies to your product. Cancellations and refund requests must be sent by email; our phone line is for questions and complaints.

Please include your order number, the email address used for the order, the travel date or charge date, the amount, the reason for your request, and any supporting evidence.

Send refund requests within 30 days after the travel date. For a billing error, send the request within 30 days after the charge date. This request window is not a free-cancellation period and does not extend your product's cancellation deadline.

We email you our answer within 15 business days after we receive your request. Business days are Monday to Friday, excluding Hong Kong public holidays.

Requests sent after the applicable 30-day window are not accepted. This window does not apply to refunds we owe you under section 3 or 4. It also does not limit your right to dispute a charge with your card issuer, or consumer rights that cannot be waived under applicable mandatory law.

7. How refunds are paid

Once a refund is approved, we start it within 5 business days. For a refund by bank transfer, this time runs from when we receive your bank account details.

You pay in the currency shown for your product at checkout. Refunds go back to the payment method you used for the order, in that same currency. 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. We do not refund in cash or as vouchers or credit.

A full refund returns the full amount you paid. Partial refunds follow your product's rules. The total refunded for an order never exceeds the amount you paid, in the currency you paid.

When your order is cancelled or fully refunded, we email you. The time it takes for the refund to reach your account depends on your bank or card issuer. It usually takes 5 to 15 business days after the refund is started, and some banks take longer.

8. Bank fees and exchange rates

If your card is in a different currency from the one you paid in, the bank that issued your card converts the refund at its own exchange rate. The amount credited to your account can therefore differ from the amount originally taken from it.

ReoTrip does not control your bank's exchange rates or its fees, including conversion and card fees. Your bank may not return these fees or exchange-rate differences when a refund is made.

9. Billing questions and card disputes

If a charge looks wrong, or you disagree with a refund decision, please contact us first at order@reotrip.com or +852 5961 7562. To report a billing error or ask for a refund, email us (section 6).

This is a request, not a condition. It does not affect your right to dispute a charge with your card issuer.

If you open a dispute, we give the payment service provider handling it the order details and the cancellation rules that applied to your order.

10. Complaints and escalation

If you want to complain about a cancellation, a refund or how we handled your 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.

Our Terms of use explain the law that applies and how disputes are resolved.

11. Payment service providers

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.

The payment service provider's own terms also apply to the processing of your payment and any refund.

12. Changes to this policy

We may update this policy. 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 your order.

13. Contact

For cancellations, refunds, billing errors or questions about this policy, email order@reotrip.com. For questions and complaints, you can also call +852 5961 7562.

Seller and payment recipient: 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.