Customer Support

With over ten years’ experience, China Discovery has been getting better known about our dear customers and we are trying to solve everything about your China tours. Here, we’ve collected many frequently asked questions about documents, booking, itinerary, tour guide & driver, transfer, accommodation, dining, etc. Check the general answers to the questions for your reference. If you have got questions on your own, please feel free to use the “Ask A Question” form and tell us your ideas.

• WHY CHOOSE US
• HOW TO BOOK
• PAYMENT INSTRUCTION
• TERMS AND CONDITIONS

• 

  Terms and Conditions

  The Terms and Conditions below govern the relationship between our customers and chinatoruktour.com. By booking a trip, you agree to abide by following Terms and Conditions. Please be sure to carefully read these terms and make sure you understand and accept these Terms and Conditions

   

  1. Prices and Programs

  1. 1 All the prices of chinatoruktour.com's are quoted in USD and based on the exchange rate of 1:6.8(1USD=6.8RMB). So if you either pay by credit card or RMB cash, you are kindly reminded that you will be charged 6.8 RMB for 1 USD for the entire amount paid. .

     
     

     Due to the unstable fluctuation of USD currency, the quotations of your tours are subject to change and update before your final full payment made even after your confirming of the quotations. Therefore, we highly recommend you to make the full payment as soon as possible, and upon receiving of your full payment, all the loss of the currency fluctuation will be absorbed by chinatoruktour.com. And if you have children traveling with you, the prices for children who are under 2 years will be 10% of the adult's payment; and children between 2 and 11 years old (including 2 years old and 11 years old) will be offered a better price; and children at 12 years old or above will pay the full price.

  2. 2 All the prices for one traveler are based on the twin sharing hotel rooms. If you prefer a single room, the payment of single supplement will be charged accordingly. If you require a triple room, an extra bed will be offered in the twin sharing room. And the requirement of double room or connecting rooms depends on the availability of the each hotel.

  3. 3 All the prices are based on economic class domestic flight, all land transportation and transfers within China, luggage handling, hotels, three meals a day (or upon your request), sightseeing tickets and tour guide service. You can also disregard full package tours and choose whatever travel items you need. We can quote the tours you really want.

  4. 4 During your vacations, the extra nights as pre-arrival or post departure requirement are available and are upon confirmation. Our Hotel rates for the extra nights will contain breakfast at the hotel as well. chinatoruktour reserves the right to use other hotels for the extra nights, in case the requested hotels are not available, yet we will keep you informed for these changes.

  5. 5 Please be noted that in the part of our tour itineraries, B/ L/ D used by us have the indications as following:
     B = Full Western Breakfast at Hotel
     L = Chinese Lunch en route in the selected restaurants with a glass of soft drinks
     D = Chinese Dinner en route in the selected restaurants with a glass of soft drinks

  6. 6 On arrival day, chinatoruktour.com guide will meet our clients in Arrival Hall. After claiming baggage and going through the Customs, we recommend our clients to look for our tour guide holding a welcome sign with the clients' names in English. In case that you could not find the sign or our guide at the airport, please contact us with the telephone numbers offered by us. Yet, within 24 hours of your expected arrival, if our guide could not find you at the airport and chinnatoruktour.com staff do not receive of your informing, and could not find you at the hotel we booked for you, there is our understanding that you have cancelled the tour automatically. However, the cancellation fee shall be paid in accordance with our cancellation policy.

  2. Reservation

  Before our clients make any booking through chinatoruktour.com, it is very beneficial to acknowledge our booking process on China Tour, China Holiday, China Vacation or China Trip Arrangement with following steps:

  1. 1 Phone Booking: You are welcome to call us at 86-744-2988801 for tour enquiry or trip booking

  2. 2 Email Booking: Please send your request by email to info@chinatoruktour.com . Upon receiving your booking request, one of chinatoruktour.com experienced travel advisors will start to assist you in building a pleasant travel plan according to your special requirements and interests within no more than 1 working day.

  3. 3 On-line Booking: For the tour or program that you decide to book, a Quick Booking or Enquiry Form is needed to fill in with the details such as our clients' full names, the numbers of the travel companions, the approximate travel dates, our clients' nationalities and the email address etc. One of our real trip advisors will reply to you within 24 hours and handle the tour products you have selected from our website.

  4. 4 Upon the receipt of your deposit, which is equivalent to 30% of the full travel payment from you, we'll secure your reservation and process your final booking immediately.

  5. 5 It is highly recommended that your tour reservation be made 30-50 days prior to the actual traveling date. A full payment by Bank Wire or credit card is required 20 days prior to your actual arrival date.

  6. 6 When your booking is confirmed, we will send you a confirmation letter by email informing you of the proposed flights, hotels, and tours in details. If any conditions need to be changed after the confirmation, chinatoruktour.com reserves the right to make changes and provide you with the similar alternative options.

  3. Payment Methods

  We accept the payment methods as below:

  1. 1. PayPal (with or without PayPal account/Credit card through PayPal online)

     If you choose to pay by PayPal and you also have E-check, please use E-check to pay the money.

     If you have a PayPal account, you just need to login to your account and click the pay button. You can send the money directly to us from your account balance. You don't even need to send us any information from your credit card. Or you can also pay directly to our account of  paypal.me/CITSZJJ from your balance without clicking above payment link.

     If you do not have PayPal, please do not worry. You can also pay via Credit Card through PayPal.

  2. 2. Wire Transfer/Bank Transfer

     For the big amount of travel expense; please first wire 30% of the full travel expenses as a deposit or total amount of tour expense to our bank account 20-50 days prior to your arrival in China. For exact payment time and amount, please consult with our trip advisors. Wire Transfer is highly recommended here. You could find the information as follows if you choose Wire Transfer:

     Bank Name:	CHINA CONSTRUCTION BANK, ZHANGJIAJIE JIEFANG ROAD BRANCH
     Swift Code:	105559014024
     Address:	NO.90 BEIZHENG STREET, ZHANGJIAJIE CITY,HUNAN PROVIENCE，CHINA
     Recipient:	ZHANGJIAJIE CENTURY OVERSEAS INTERNATIONAL TRAVEL AGENCY CO.,LTD
     Account:	4300 1510 8740 5250 1842

     Remarks: For the final way of payment and amount to be paid, please consult with our trip advisors. No matter which way you choose to pay us, the notice by e-mail about the payment details are very important, which will help us to check the payment due and secure your reservation for your benefit and interests. If we do not receive the full payment as we expected or we have reasons to believe that your payment is delayed and fraudulent, we reserve the right to cancel your reservation and the cancellation letter will be sent to you by e-mail properly. We are not responsible for any loss or inconvenience to you if you fail to access and view the cancellation letter. You can always check your reservation status at your account on chinatoruktour. 

  3. 3. Pay by Western Union Transfer 

     If Western Union Service is available at where you live, you may choose to pay by Western Union Transfer, which is very fast and convenient way to make the payment.
     After you make the payment via Western Union, please tell us the full name of the remitter, sum of money, details of your address, and also the Money Transfer Control Number provided by Western Union. 

     We can get your money in a couple of days after you send the money. So it is an ideal way for the emergent bookings.

   4. Cancellation and Refund

  We would be sorry if you have to cancel your booking or part of your booking, however we understand that the majority do so out of necessity. If you must cancel your trip, please submit your cancellation in written form by email or fax with your signature. Cancellation refunds will be calculated as of the date we receive your written cancellation.

  Upon our getting it, you should expect to receive a Cancellation Letter from chinatoruktour.com within 24 hours. If you do not, then please contact us to ensure your letter has been received.

  The cancellation charge depends on when we receive your cancellation notice or letter or how you would like us to deal with your payment providing that we have received your full payment for the tours.

  Period of written notice of cancellation Cancellation charge per person

  More than 30 days	10% of the full payment
  30-15 days	20% of the full payment (as non-refundable deposit)
  14-7 days	30% of the full payment
  6-2 days	50% of the full payment
  Less than 48 hours	100% of the full payment

  To be noted that there will be NO Cancellation Fee even if written cancellation notice is received within 30 days after we have received your full payment on condition that we keep and transfer the full payment to cover the cost of your future booking with chinatoruktour.com for China tours within 18 months. If your future booking in our updated costs would cause a reduction against your full payment, we will not make any refunds. If the future book exceeds the original cost, we reserve the right to update the new price and charge the extra payment.
  
  Very Important Notice:

  1. 1 After the trip of your holidays or tours or traveling have commenced, we are unable to refund any amount for unused services due to your early departure, late arrival, or missed days on tours.
  2. 2 For individual hotel reservation, booking could only be confirmed upon the receiving of the payment to chinatoruktour.com account number. There will be no refund for any change & cancellation prior to 48 hours before check-in.

  We aim to provide your tours as booked, yet we reserve the right to cancel your reservation if we have reasons to believe that your payment condition, health conditions may affect the tour arrangements. We will remind you automatically and continuously about the payment status for the reserved tours by e-mails. We are not responsible for any inconvenience or loss caused by such kind of cancellation.

  5. Change Policy

  Before your booking is confirmed, alterations to your itinerary are happily processed free of charge, because providing the best tour possible for you is our goal. However, alterations of your itinerary and changes to departure date or destination after you have received your booking confirmation letter from chinatoruktour.com may incur related fees above. All changes are subject to availability and cannot be guaranteed. More details can be gained from our travel advisors.

  It's our goal not to make any changes to your tour or holiday or traveling itineraries, but due to the unpredictable situations that may happen in traveling places, we sometimes do need to make changes for our arrangements. We reserve the right to modify the itinerary of your tour if flight schedule or ground transportation changes, and/or events beyond our control make such alterations. We may offer you hotel/flight/sightseeing program alternatives in the similar standard if the original service is not available. The confirmed detailed schedule will be advised by e-mail before your tour starting. You will get the air/train tickets from your tour guide or local agent which you'd better double check carefully upon receiving them.

  And we reserve the right to change or cancel our arrangement due to any event or accidence that beyond our control. Events beyond our control include: war, threat of war, riots, civil disturbances, terrorist activity, industrial disputes, natural and nuclear disasters, fire, epidemics, health risks, technical problems with transport including changes due to rescheduling or cancellation of flights by an airline or alteration of the airline or aircraft type for reasons beyond our control or that of our suppliers; closed or congested airports or ports, hurricanes and other actual or potential severe weather conditions, and any other similar events.

  6. Travel Document

  A valid passport with Chinese visas or permits is required for you traveling on our programs. All such documentation is the sole responsibility of yours, though your travel consultant may assist you in applying for the necessary travel documentation upon your request. chiantoruktour.com accepts no responsibility or liability whatsoever for your failure to obtain appropriate documentation.

  7. Insurance

  chinatoruktour.com highly recommends that you purchase full coverage travel insurance from your country of origin.

  8. Luggage Allowance

  According to the regulations of the General Administration of Civil Aviation of China, the free baggage allowance within China is 20kg (44pounds) for the economy class, 30kg (66pounds) for the business class, and 40kg (88pounds) for the first class, plus limited carry-on luggage. Excess baggage charges are the sole responsibility of yours. Regulations within China specify that all suitcases must have a locking device attached. Failure to follow this regulation may result in refusal by airport staff to load suitcases onto the aircraft.

  9. Medical Issues

  When you make reservation, you must inform us in written form by email or fax, of any physical, emotional or mental condition, which may require professional attention during the trip or may require the use of special equipment. If you require a wheelchair, you must provide your own small, collapsible wheelchair. Certain features, and certain trips, are not wheelchair-accessible. We cannot guarantee any wheelchair assistance or accessibility in national destinations. Chinatoruktour reserves the right to decline any trip participant whose condition, in our opinion, may affect the health, safety or enjoyment of other participants. We cannot accommodate women past their sixth month of pregnancy. You should take into account all international travel risks and familiarize yourselves with health requirements applicable to the areas you intend to visit. You are solely responsible for checking the safety and security conditions, vaccination, and other health requirements of Chinese governments. Travelers to Tibet are required to provide a doctor's certificate stating that the tourists are fit to travel and their blood pressure and heart condition are normal in case that the very high altitude have the possible effects on certain people.

  10. Complaints and Claims

  Complaints
   Shall you feel unsatisfied with any service chinatoruktour.com has provided, please notify your local tour guide or your travel advisor to avoid the similar problems happening again during your trip. In the event of a complaint or claim for compensation, you need inform us by email, regular mail, or facsimile in writing at latest within 7 days after the end of your tour or holiday or traveling. Relevant receipts and substantiating evidence must be attached to the letter of claim. chinatoruktour.com will not be liable for any claims made later than 7 days after the completion of your tour.

  Claims
   The responsibility of chinatoruktour.com and its affiliated companies is strictly limited. chinatoruktour.com shall not be responsible for any wrongful or negligent acts, omissions, or failure to act of any suppliers such as those of surface, air, and water transportation, sightseeing excursions, cruise/hotel accommodations, or of any third party not directly owned or operated by chinatoruktour.com. By utilizing the travel services of the Suppliers, you agree that you will look to such Suppliers for any accident, injury, property damage, or personal loss to you or to those traveling with you, and that neither chinatoruktour.com nor any representative of chinatoruktour.com shall be liable.

  Without limitation, chinatoruktour.com is not responsible for any injury, loss, or damage to person or property, death, delay, or inconvenience in connection with the provision of, or failure to provide, any goods or services occasioned by or resulting from--but not limited to--acts of God or force majeure, acts of war or civil unrest, insurrection or revolt, strikes or other labor activities, criminal or terrorist activities of any kind, overbooking or downgrading of accommodations, mechanical or other failure of airplanes of other means of transportation or for the failure of any transportation mechanism to arrive or depart on time, sanitation problems, lack of medical care, or for any other cause beyond the direct control of chinatoruktour.com. Nor is chinatoruktour.com responsible for the stolen and lost of your valuable items due to your own negligence.

  chinatoruktour.com is not responsible for your failure to comply with customs regulations.

  chinatoruktour.com reserves the right to substitute hotels of similar quality at any time or to make changes in itinerary of similar quality, flights, or cruise ships, or to cancel the tour prior to departure. If chinatoruktour.com has cancelled any tour prior to the commencement of the tour, chinatoruktour.com is liable for a full refund of the money received by chinatoruktour.com. If you purchase an airline ticket separately, ensure that your agent explains the conditions under which the ticket is issued, as chinatoruktour.com is not responsible for such airline ticket cancellation fees.

  Chinatoruktour.com reserves the right to correct promotional or pricing errors at any time, or to increase the program price in the event of cost increases due to changes in airfares, cruise fares, currency fluctuations, park fee increases, taxes, or fuel surcharges.

  Please understand that not all museums and attractions are open every day of the year. chinatoruktour.com reserves the right to vary the sequence of sightseeing and/or to re-route the order of cities if that will enable you to visit all listed excursions. In either case, the itinerary content will be maintained to the extent possible and there are no refunds for any unused or unavailable excursions.

  Many of chinatoruktour.com tour packages include activities that require care attention. Such activities include boarding and going ashore from boats, climbing hills and entering and exiting tombs and caves etc. You will receive help and advice from our representatives but all activities are undertaken at your own risk. Chinatoruktour.com, its employees and agents cannot be responsible for any action or event that occurs after its employees and agents have exercised their duty and taken the necessary care.