Detailed Cancellation Policy
Travel Services, Deposits, Cancellations, Rescheduling, and Refunds
This section applies to YouBenBen travel-related services, including but not limited to Shanghai half-day experiences, full-day custom experiences, local guide/translator support, itinerary planning, airport arrival support, cultural activities, dining arrangements, private transfers, and other travel service packages.
Travel services are different from physical products. Once planning, coordination, supplier booking, itinerary customization, guide assignment, or third-party reservation work has begun, costs may be incurred even before the service date. For this reason, travel service deposits and payments are subject to the following refund and cancellation rules.
1. Survival Kit and Digital Products
The YouBenBen Survival Kit and other digital products are generally non-refundable once the file, download link, access link, or digital content has been delivered, downloaded, accessed, or sent to the customer.
If you experience a technical issue accessing your digital product, please contact us and we will help resend the file or provide reasonable access support.
Digital products are informational materials only. They do not guarantee visa approval, entry approval, airline boarding, payment app availability, merchant acceptance, travel safety, or any specific travel outcome.
2. Travel Service Deposits
For Shanghai half-day and full-day custom experiences, the USD 99 or USD 199 payment is a deposit. The deposit starts the planning and coordination process. The final service price depends on the selected activities, date, number of travelers, availability, supplier costs, and final itinerary confirmed with YouBenBen.
A deposit may be refunded only if all of the following conditions are met:
- The refund request is submitted within 24 hours after deposit payment; and
- YouBenBen has not yet started manual itinerary planning, supplier checking, guide coordination, or customized service preparation.
After 24 hours, or once manual planning or coordination has started, the deposit becomes non-refundable.
However, at YouBenBen’s discretion, a non-refundable deposit may be converted into service credit for another eligible YouBenBen travel service within 6 months from the original deposit payment date. Service credit is not cash, cannot be withdrawn, and may be subject to availability and price differences.
3. If the Customer Does Not Contact YouBenBen After Paying a Deposit
Because custom travel services require communication, the customer must contact YouBenBen by email or WhatsApp after paying the deposit and provide the required travel information.
If the customer does not provide the necessary information or cannot be reached within a reasonable time, YouBenBen may place the booking on hold. The deposit will not be automatically refunded. The customer may contact YouBenBen later to continue planning, subject to availability and any applicable service credit rules.
4. Before Final Itinerary Confirmation
Before the final itinerary is confirmed, YouBenBen will communicate with the customer to understand the preferred travel date, number of travelers, arrival details, interests, selected activities, special requirements, and budget.
If the customer cancels before the itinerary is finalized, the deposit refund rules above will apply. Any third-party non-refundable costs already incurred on behalf of the customer may also be deducted.
5. After Final Itinerary Confirmation but Before Balance Payment
After the itinerary has been confirmed, YouBenBen may send a Shopify draft order, payment request, or invoice for the balance payment. If the customer cancels after the itinerary has been confirmed but before paying the balance, the deposit is non-refundable.
If YouBenBen has already incurred supplier, guide, reservation, activity, transport, or other third-party costs, the customer is responsible for those costs.
6. After Balance Payment or Full Payment
After the customer has paid the balance or full service amount, the following cancellation policy applies:
- Cancellation more than 15 days before the scheduled service start date:
70% of the balance payment may be refunded. The deposit is non-refundable. Any non-refundable third-party costs will be deducted.
- Cancellation 7 to 15 days before the scheduled service start date:
50% of the balance payment may be refunded. The deposit is non-refundable. Any non-refundable third-party costs will be deducted.
- Cancellation 3 to 6 days before the scheduled service start date:
30% of the balance payment may be refunded. The deposit is non-refundable. Any non-refundable third-party costs will be deducted.
- Cancellation less than 3 days before the scheduled service start date:
No refund will be provided.
- No-show:
No refund will be provided.
For the purpose of this policy, cancellation timing is calculated based on the scheduled local service start date and time in Shanghai, China.
7. Non-Refundable Third-Party Costs
Certain costs may be non-refundable once booked, reserved, assigned, or paid. These may include, but are not limited to:
- Activity bookings
- Workshop or class reservations
- Guide or translator scheduling costs
- Private transfer or driver arrangements
- Restaurant reservations or minimum spending commitments
- Tickets, cruise bookings, performance bookings, or attraction reservations
- Supplier cancellation fees
- Special arrangement or customization costs
These costs may be deducted from any eligible refund, even if the customer cancels within a refundable cancellation window.
8. Rescheduling Policy
YouBenBen understands that travel plans may change. We will try to help customers reschedule where possible, subject to availability.
- More than 7 days before the scheduled service start date:
The customer may request one free reschedule, subject to availability.
- 3 to 7 days before the scheduled service start date:
The customer may request one reschedule, but the customer must pay any supplier fees, third-party charges, price differences, or additional costs caused by the change.
- Less than 3 days before the scheduled service start date:
Rescheduling is generally not available.
If a rescheduled service is later cancelled, YouBenBen may calculate the cancellation window based on the earlier of the original service date or the rescheduled service date.
9. Flight Delays, Visa Issues, Entry Issues, and Personal Travel Problems
The customer is responsible for obtaining valid travel documents, visas, entry permissions, airline boarding eligibility, and for arriving at the service location on time.
Flight delays, missed flights, visa refusal, entry denial, customs delay, passport issues, illness, personal emergencies, or other customer-side travel problems do not automatically qualify for a full refund.
YouBenBen will try to adjust the itinerary where reasonably possible, but activity availability, guide availability, transport arrangements, supplier bookings, and third-party costs may limit what can be changed.
Refunds, if any, will be calculated based on the refundable portion of the service that has not yet been used, minus deposits, non-refundable supplier costs, and any costs already incurred.
10. Weather, Traffic, Supplier Changes, and Force Majeure
Normal rain, heat, cold weather, traffic congestion, or ordinary travel inconvenience does not automatically qualify for a refund.
If severe weather, government restrictions, safety concerns, supplier cancellation, attraction closure, force majeure, or other circumstances outside YouBenBen’s control affect the itinerary, YouBenBen may offer one or more of the following options:
- Adjusting the route
- Replacing an activity with a similar activity
- Rescheduling the service where possible
- Refunding the unused and refundable portion of the service
YouBenBen is not responsible for losses caused by events outside its reasonable control.
11. If YouBenBen Cannot Provide the Confirmed Service
If YouBenBen is unable to provide a confirmed and paid service due to reasons within YouBenBen’s control, YouBenBen may offer:
- A rescheduled service date;
- An alternative service of similar value; or
- A refund of the unused and refundable portion of the service.
12. Refund Processing
Approved refunds will usually be returned to the original payment method. Processing time may depend on Shopify, the payment provider, card issuer, bank, or other payment channels.
Payment processing fees, currency conversion differences, bank fees, and platform fees may not be refundable.
13. Contact
To request a cancellation, reschedule, or refund review, please contact YouBenBen as soon as possible:
Website: www.youbenben.com
Email: support3@youbenben.com
Please include your order number, service ID, travel date, customer name, and reason for cancellation or rescheduling.