Refund and Cancellation Policy

At YiVoyage, we understand that travel plans can change unexpectedly. We strive to offer a flexible, transparent, and customer-friendly refund and cancellation policy while ensuring that our curated experiences remain of the highest quality. Please review the policy below for detailed information.

 

1. Definitions & General Guidelines

  • Booking: Refers to the confirmed reservation for a tour package, including all associated services (accommodation, guided tours, workshops, meals, etc.).
  • Cancellation Request: A formal request initiated by the customer to cancel the booked tour, submitted in writing via email or through our online portal.
  • Effective Cancellation Date: The date when the cancellation request is received and acknowledged by YiVoyage.
  • Non-Refundable Costs: Expenses incurred by YiVoyage with third-party suppliers (e.g., hotel deposits, transportation bookings, entrance tickets) that are non-refundable.
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2. Cancellation Policy Timeline & Refund Details

A. Cancellation More Than 30 Days Before Departure

  • Full Refund: Customers will receive a full refund of the tour package cost, minus a 5% processing fee.
  • Processing Fee Details: The fee covers administrative costs and partial supplier reservation expenses.
  • Example: If a trip costs $2,000, a cancellation made 31 days or more in advance would result in a refund of $1,900.

B. Cancellation Between 15 to 30 Days Before Departure

  • Partial Refund: Customers are eligible for a 75% refund of the total package price.
  • Deduction of Non-Refundable Costs: Any non-refundable third-party costs (such as deposits or pre-paid tickets) will be deducted from the refund amount.
  • Example: For a $2,000 package, if non-refundable costs amount to $150, the customer would receive 75% of $2,000 ($1,500) minus $150, totaling $1,350.

C. Cancellation Between 7 to 14 Days Before Departure

  • Reduced Refund: Customers will receive a 50% refund of the total package price after deducting all non-refundable costs incurred.
  • Example: For a $2,000 package with $150 non-refundable expenses, the refund will be 50% of $2,000 ($1,000) minus $150, resulting in $850.

D. Cancellation Less Than 7 Days Before Departure

  • No Refund: Cancellations made within 7 days of departure are non-refundable due to finalization of all bookings and preparations.
  • Travel Credit Option: In exceptional cases, we may offer a travel credit equal to 25% of the package cost, to be used on a future YiVoyage tour (valid for 12 months).
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3. Rescheduling & Modifications

A. Rescheduling (Change of Travel Dates)

  • More Than 14 Days Before Departure:
    • Free Rescheduling: Customers can change their travel dates to another available date within the next 12 months at no extra cost.
  • Between 7 to 14 Days Before Departure:
    • Subject to a Change Fee: A fee of 10% of the package cost plus any non-refundable supplier costs may apply.
  • Less Than 7 Days Before Departure:
    • Not Eligible for Rescheduling: No date changes are allowed; however, travel credit options (as described above) may be considered on a case-by-case basis.

B. Partial Modifications:

  • Changes to individual components (e.g., hotel upgrade, addition/removal of an activity) will be handled separately. These modifications may incur additional charges or adjustments based on supplier policies.
  • All modifications must be confirmed in writing and are subject to availability and applicable fees.
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4. Exceptional Circumstances & Refund Exceptions

A. Force Majeure (e.g., Natural Disasters, Extreme Weather, Political Unrest)

  • If any tour activity is canceled or significantly altered due to circumstances beyond our control, YiVoyage will offer either a full refund or a rescheduled alternative at no extra charge.

B. Visa Rejection

  • If a cancellation is necessitated by a visa rejection, customers may be eligible for a 70% refund, provided official documentation is submitted at least 14 days prior to departure.

C. Medical Emergencies

  • In the event of a medical emergency, please contact our support team immediately with the appropriate documentation. Refunds will be evaluated on a case-by-case basis, and travel credits may be offered as an alternative.
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5. Cancellation & Refund Procedure

  1. Submission:
    • All cancellation or modification requests must be submitted in writing via our email (fengyt1997@outlook.com) or through our official online portal.
    • Please include your booking reference number, full name, and reason for cancellation/modification.
  2. Acknowledgement:
    • YiVoyage will acknowledge receipt of your request within 24 hours (excluding weekends and public holidays).
  3. Processing:
    • Once confirmed, refund processing typically takes 7-14 business days.
    • For rescheduling requests, we will provide alternative date options within 48 hours.
  4. Notification:
    • You will receive a confirmation email detailing the approved cancellation, refund amount (or travel credit details), and the timeline for processing.
  5. Non-Refundable Costs:
    • Please note that any non-refundable expenses incurred by YiVoyage on your behalf will be deducted from the refund.
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6. Additional Notes & Disclaimers

  • Currency & Conversion: All refunds are processed in the original currency of payment. Currency conversion rates at the time of refund may affect the final amount in your local currency.
  • Group Bookings: For group or corporate bookings, please contact our dedicated team as special terms may apply.
  • Policy Changes: YiVoyage reserves the right to modify this policy. Any changes will be communicated on our website and will apply only to future bookings.
  • Contact Us:

 

We’re here to help and ensure your journey with YiVoyage is as seamless and stress-free as possible. Thank you for choosing us—let’s create unforgettable stories together!

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