Refund and Cancellation Policy

Refund and Cancellation Policy

I. General Principles

YiVoyage is committed to providing high-quality travel products and services. We understand that unforeseen circumstances may require customers to request refunds or cancellations. Our policy is based on the principles of fairness, reasonableness, and transparency to ensure a positive customer experience.

II. Refund Policy

(A) During the Travel Package Booking Stage

1. Full Refund within 24 Hours: Customers can apply for a full refund within 24 hours of booking a travel package. Refunds will be processed using the original payment method and credited to the customer’s account within 10-15 business days.
2. Company-Initiated Refunds: If a booking is canceled due to errors or changes initiated by YiVoyage (e.g., incorrect itinerary arrangements), a full refund will be issued. Additionally, customers will receive 10% compensation in the form of cash, vouchers, or discounts for future bookings.

(B) Before the Start of the Travel Itinerary

1. Cancellations 15-30 Days Before Departure: Customers will incur a 20% penalty of the total package cost. The remaining amount will be refunded within 10-15 business days.
2. Cancellations Less Than 15 Days Before Departure: A 50% penalty will apply. If YiVoyage can mitigate losses by canceling or transferring services (e.g., hotel bookings), the remaining refundable amount will be processed within 10-15 business days.

(C) During the Travel Itinerary

1. Service Failures by YiVoyage: If services specified in the contract are not provided (e.g., missed attractions or absent tour guides), customers will receive a proportional refund based on the unfulfilled services. Refunds will be processed within 10-15 business days after verification of the complaint.
2. Customer-Initiated Withdrawal: If a customer withdraws due to personal reasons (e.g., illness or emergencies), refunds will only be provided for unused and transferable services. Refunds will be completed within 10-15 business days after confirmation by the service providers.

III. Special Situations

Force Majeure Events

In cases of force majeure (e.g., natural disasters, government restrictions, or public health crises):

1. Full Cancellation: If the itinerary is completely canceled, customers will receive a full refund.
2. Partial Adjustments: If the itinerary is partially adjusted, the overpaid or underpaid amount will be settled based on the adjusted services. Refunds will be processed within 10-15 business days after the resolution of the force majeure event.
3. Customer Assistance: YiVoyage will assist customers in rescheduling itineraries or finding alternative solutions to minimize inconvenience.

Personalized Requests

For unique or extraordinary refund or cancellation requests, YiVoyage’s dedicated customer service team will evaluate and provide customized solutions when reasonable and aligned with our service philosophy.

IV. Communication and Appeal Mechanism

1. Submitting Requests: Customers can request refunds or cancellations through:
   • The YiVoyage website’s customer service platform.
   • Customer service hotline.
   • Email (support@YiVoyage.com).
2. Response Time: YiVoyage will acknowledge receipt of the request within 24 hours and provide details on the process and expected timelines.
3. Appeals: If customers are dissatisfied with the resolution, they can appeal through YiVoyage’s internal review process. Appeals will be reassessed within 3 business days, and customers will receive feedback promptly. If necessary, customers can escalate their concerns to relevant consumer protection agencies or legal channels.
4. Real-Time Assistance: A dedicated customer service manager will be assigned to each appeal for personalized support and timely resolution.

V. Multi-Language Support

To serve our diverse clientele, YiVoyage provides multilingual customer service in English, Chinese, Japanese, and Korean. Customers can select their preferred language when submitting requests or inquiries.

VI. Privacy Protection

YiVoyage values customer privacy and ensures that all information provided during refund or cancellation requests is securely stored and solely used for processing purposes. Our data security measures include:

• Encrypted data storage.
• Secure transmission via HTTPS.
• Regular security audits to prevent data breaches.

VII. Frequently Asked Questions (FAQ)

1. What information is needed to apply for a refund?
   • Booking confirmation number, payment details, and a brief explanation of the reason for the refund request.
2. How long does it take to process a refund?
   • Refunds are typically processed within 10-15 business days. For third-party payment platforms (e.g., PayPal), additional time may be required.
3. Can I cancel part of my travel package?
   • Partial cancellations are subject to package terms. Contact customer service for assistance.
4. How do I check the status of my refund?
   • Log in to your YiVoyage account or contact customer service via email or hotline for updates.

VIII. Customer Protection Commitment

YiVoyage values its customers and prioritizes their satisfaction. We are committed to handling refund and cancellation requests promptly, fairly, and transparently. Our team continuously strives to improve processes and provide exceptional service to all our valued customers.

For questions or assistance, please contact us:

• Email: fengyt1997@outlook.com
• Website: www.YiVoyage.com/contact
• Hotline: +86-18012612617