Upon booking, the chosen service start time will serve as the reference for all policies. However, TourPal will reconfirm the service arrangement with you prior to the scheduled time. All time limits (e.g., "12 hours," "4 hours") are based on this final confirmation time and are calculated using the local time of the service provider's location. Please ensure your provided contact information is active and monitor for our confirmation messages.

Full Refund: If you cancel your service 12 hours or more prior to the confirmed service start time, you are eligible for a 100% full refund.

Partial Refund (4 to 12 Hours Prior): For cancellations made between 4 and 12 hours prior to the confirmed service start time, we will deduct a 20% consultant scheduling fee. The remaining 80% of the order amount will be refunded back to your original payment method.

Partial Refund (Less than 4 Hours Prior): For cancellations made less than 4 hours prior to the confirmed service start time, we will deduct a 25% consultant scheduling fee. The remaining 75% of the order amount will be refunded back to your original payment method.

Cancellation / Interruption After Service Has Begun: Once the service has commenced, if a client requests cancellation or is unable to continue (including client unresponsiveness or early departure), the used portion of the service is non-refundable. The unused remaining portion will be refunded at 80% of its value. For example, if a client purchases a 7-day package and cancels midway through Day 3, the cost of the remaining 4 unused days will be refunded at an 80% rate.

No-Show / Unresponsive Client: If the client has not logged in or cannot be reached 12 hours after the agreed-upon service start time, this is treated as a service interruption. We will process the refund based on the remaining duration, with the cost of the unused time refunded at 80% to ensure a fair customer experience.

For cancellations due to uncontrollable events such as flight delays, natural disasters, or sudden medical emergencies, please provide relevant supporting documentation (e.g., flight delay certificate, hospital documentation) as soon as possible. After verification, we will consider waiving part or all of the scheduling fees at our discretion and will process a refund or reschedule the service based on the actual circumstances.

Refunds will be primarily issued back to the client's original payment method (e.g., credit card, PayPal, WeChat, or Alipay). The time required for refund processing is typically 5–14 business days, which may vary based on the processing time of the acquiring institution or bank. Should the refund fail to return to the original method, our customer service team will contact you to assist in selecting an alternative refund method. Please note that any transaction fees or service charges imposed by the payment platform or bank (including currency exchange fees) are generally non-refundable, unless otherwise explicitly covered by our company.

The price displayed at the time of booking includes the service fee and platform fees. If your order includes pre-paid, non-refundable third-party components (such as third-party tickets or airfare), that specific portion of the fee will be processed according to the third-party supplier's refund policy. If the order was placed at a promotional or discounted price, the refund amount will be calculated based on the actual amount paid.

Please submit your cancellation request through the booking page or our customer service email/chat window, providing your order number and name. Our customer service team will respond within 24 hours to inform you of the refund process and estimated timeline. If the request is urgent and requires priority processing (due to emergency), please state this clearly in your message and attach the necessary documentation.

We reserve the right to make exceptions for individual, highly complex, or high-value orders within reasonable limits (e.g., extending the 12-hour window to 24/48 hours), and we will inform the client of such exceptions during the booking confirmation stage. Should there be any dispute regarding the refund outcome, please contact our customer service team first. If an agreement cannot be reached through negotiation, the dispute will be handled according to the agreed-upon dispute resolution mechanism (detailed in the service terms).