EasyGo China Cancellation and Refund Policy

EasyGo China 取消与退款政策

Version 1.0 | Effective date 生效日期 22 September 2026 / 2026年9月22日

For Activity Bookings by consumers and execution by Suppliers 适用于消费者活动预订及供应商执行

Purpose and status 文件目的与状态

This Policy sets the minimum rules for cancellations, changes, refunds, no shows and disruption of third party Activities. It applies to consumers through the Terms of Use and to Suppliers through the Merchant Terms.

本政策规定第三方活动取消、变更、退款、未到场及中断的最低规则。其通过《使用条款》适用于消费者，并通过《商家协议》适用于供应商。

1 Policy hierarchy 适用顺序

The cancellation rule shown on the Activity Detail page and at Checkout applies to the Booking, but only to the extent it is lawful, clear and no less protective than mandatory consumer law. This Policy controls if the displayed rule is missing or inconsistent with the Booking Confirmation. Mandatory law prevails over all policy text.

活动详情页及结账页展示的取消规则适用于该预订，但仅以合法、清晰且不低于强制性消费者保护为限。如展示规则缺失或与预订确认不一致，以本政策为准。强制性法律优先于所有政策文本。

2 Approved cancellation templates 可配置取消模板

3 How a consumer cancels 消费者取消方式

A cancellation must be submitted through the Booking page or customer support and is effective when recorded by EasyGo. The destination local time shown in the Booking controls the deadline. If the self service channel is unavailable, evidence of a timely support message will be accepted.

消费者应通过订单页或客服提交取消，取消在 EasyGo 系统记录时生效。预订中显示的目的地当地时间用于计算截止时间。如自助渠道不可用，可接受及时发送给客服的证据。

Any non refundable amount or cancellation charge must have been disclosed before payment and must comply with applicable law. EasyGo and the Supplier must not impose an undisclosed administrative fee.

任何不可退款金额或取消费必须在付款前披露并符合适用法律。EasyGo 及供应商不得收取未披露的管理费。

4 Supplier cancellation 供应商取消

If the Supplier cannot perform the Activity, the consumer may choose a reasonable replacement or rescheduled date if offered, or receive a full refund of the Booking amount for the affected Activity. The Supplier must not ask the consumer to cancel in order to hide a Supplier initiated cancellation.

如供应商无法履行活动，消费者可在有合理替代方案时选择替代活动或改期，也可就受影响活动获得预订金额全额退款。供应商不得要求消费者自行取消，以掩盖由供应商发起的取消。

The Supplier must notify EasyGo immediately, stop new sales, contact affected customers through approved channels and provide the reason and supporting evidence. Any additional remedy required by law remains available.

供应商须立即通知 EasyGo、停止新增销售、通过获准渠道联系受影响客户，并提供原因及证据。法律要求的其他救济仍然适用。

5 Material changes 重大变更

A material change includes a substantial change to date, start time, location, duration, language, core itinerary, included transport, accessibility, private or shared format, or another feature that reasonably influenced the purchase. The consumer may accept the change, choose an offered equivalent, or cancel for a full refund of the affected Activity.

重大变更包括对日期、开始时间、地点、时长、语言、核心行程、包含交通、无障碍条件、私人或拼团形式，或其他合理影响购买决定的重要特征作实质改变。消费者可接受变更、选择所提供的同等替代方案，或取消并获得受影响活动的全额退款。

Minor operational changes that do not materially reduce value or safety may be made where reasonably necessary, but must be communicated promptly.

在合理必要时，可作不实质降低价值或安全性的轻微运营调整，但须及时告知。

6 Weather force majeure and external disruption 天气不可抗力与外部中断

If severe weather, government action, venue closure, public transport shutdown, natural disaster, epidemic restriction or another event beyond reasonable control makes performance unsafe, illegal or impossible, the Supplier should first offer a safe reschedule or reasonable alternative. If none is accepted or feasible, the affected Activity amount will be refunded, subject to mandatory law and any non recoverable third party charge that was prominently disclosed and lawfully retained.

如恶劣天气、政府措施、场馆关闭、公共交通停运、自然灾害、疫情限制或其他无法合理控制的事件使履约不安全、违法或不可能，供应商应先提供安全改期或合理替代方案。如消费者不接受或不可行，应退还受影响活动金额，但须遵守强制性法律；仅对付款前已显著披露且可合法保留的不可追回第三方费用除外。

If the Activity remains safely operational but the consumer cannot reach it because of personal travel disruption, the displayed consumer cancellation rule normally applies. Travel insurance may cover such loss.

如活动仍可安全正常进行，但消费者因个人行程中断无法到达，通常适用已展示的消费者取消规则。旅行保险可能覆盖相关损失。

7 Late arrival and no show 迟到与未到场

A consumer is a no show only if the Supplier was ready and able to perform at the disclosed place and time, used reasonable contact efforts where practicable, and any grace period or check in rule was clearly disclosed. No show Bookings are normally non refundable, subject to law and Supplier discretion.

仅在供应商已能按披露地点及时间履约、在可行时作出合理联系尝试，并且宽限期或签到规则已清晰披露时，消费者方可被认定为未到场。未到场预订通常不退款，但须遵守法律，供应商也可酌情提供更优处理。

If admission is refused because the Supplier gave an incorrect meeting point, failed to appear, or imposed an undisclosed requirement, the case is treated as Supplier non performance, not a no show.

如因供应商提供错误集合地点、供应商未出现或临时增加未披露要求而拒绝参加，应按供应商未履约处理，不得认定为消费者未到场。

8 Partial performance and service failures 部分履行与服务不符

For a shortened, missed or materially non conforming component, the remedy should be proportionate to the affected value and may include re performance, replacement, partial refund or full refund where the main purpose of the Activity failed. Safety incidents and misleading descriptions must be escalated under the Supplier Standards.

活动缩短、项目缺失或重大不符合约定时，救济应与受影响价值相称，可包括重新履行、替代、部分退款；如活动主要目的落空，可全额退款。安全事故及误导性描述须依《供应商标准》升级处理。

9 Tickets reservations and named admission 票务预约与实名入场

Where a ticket is issued, transferred or personalised before cancellation, any lawful non refundable restriction must be prominently disclosed. If the ticket is invalid, duplicated, unauthorised or not delivered as confirmed, the consumer is entitled to a valid replacement or full refund, without limiting other mandatory remedies.

如门票在取消前已出票、转让或实名化，任何合法的不退款限制须显著披露。如门票无效、重复、未经授权或未按确认内容交付，消费者有权获得有效替代票或全额退款，且不影响其他强制性救济。

10 Refund method and timing 退款方式与时限

Activity refunds are returned through the Designated Activity Payment Provider to the original payment method unless law or that provider requires another method. 北京铆钉时代文化科技有限公司 coordinates the refund instruction. Where the original Activity payment was directly split, the provider may reverse the split, debit the Supplier's available or future settlement, or apply another lawful reconciliation method. Internal split recovery must not reduce or unreasonably delay a mandatory consumer refund. EasyGo should submit an approved refund instruction within five business days; the provider or bank may require additional processing time. Currency conversion differences and third party bank charges are handled under applicable law and payment network rules.

活动退款通过指定活动支付服务商原则上退回原付款方式，法律或该服务商要求其他方式的除外。北京铆钉时代文化科技有限公司 负责协调退款指令。原活动付款已直接分账的，支付服务商可撤销分账、从供应商可用或未来结算款中扣回，或采用其他合法对账方式。内部追偿不得减少或不合理延迟消费者依法应得的退款。EasyGo 应在退款获批后五个工作日内提交退款指令；支付服务商或银行可能需要额外处理时间。汇率差额及第三方银行费用按适用法律及支付网络规则处理。

11 Evidence and dispute review 证据与争议复核

EasyGo may request timestamps, messages, photographs, location or ticket evidence reasonably relevant to a claim, together with transaction evidence for a failed payment, duplicate charge, refund failure, split settlement error or chargeback. Data collection must remain proportionate. The Supplier must preserve booking, operational and settlement records and respond within the service level set in the Merchant Terms. EasyGo may decide the platform refund outcome without preventing either party from exercising legal rights against the other.

EasyGo 可要求提供与请求合理相关的时间戳、消息、照片、位置或票务证据，以及与付款失败、重复扣款、退款失败、分账错误或拒付有关的交易证据，但数据收集须保持适度。供应商须保存预订、运营及结算记录，并在《商家协议》规定的时限内回应。EasyGo 可决定平台内退款处理结果，但不妨碍任何一方向另一方依法主张权利。

12 Contact and mandatory rights 联系与强制性权利

Submit requests through the Booking page or service@easy-gochina.com. No provision of this Policy excludes or limits a mandatory consumer right or non excludable statutory liability.

请通过订单页或 service@easy-gochina.com 提交请求。本政策任何条款均不排除或限制强制性消费者权利或不可排除的法定责任。

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