Core Explanation: These Terms apply to all users (hereinafter collectively referred to as “you”) who book travel products and services through the Uncover China Tours independent website (hereinafter referred to as “the Platform”). As the sole exclusive intermediary between you and legally registered cooperative travel agencies in China, the Platform provides you with services including travel demand connection, itinerary communication, payment/refund assistance, and full-process English support. All on-the-ground travel services are provided by cooperative travel agencies in accordance with laws and regulations. Your submission of a booking and completion of payment through the Platform shall constitute your full reading, understanding and acceptance of all contents of these Terms. These Terms, together with the Platform’s Payment Policy, Refund Policy and Privacy Policy, form a complete service agreement between you and the Platform and have the same legal effect.
1. Definition of Services & Parties
1.1 Platform Services: The Platform provides exclusive intermediary services for overseas users traveling to China, including but not limited to: receiving travel demands, communicating with cooperative travel agencies to customize itineraries, providing payment information and payment verification assistance, handling refund application coordination, providing 24/7 English customer service support, and tracking the whole process of travel service implementation. The Platform does not directly provide on-the-ground travel services such as accommodation, transportation, and tour guide services.
1.2 Cooperative Travel Agencies: Legally registered travel agencies in China with valid travel business operation qualifications, responsible for providing on-the-ground travel services in accordance with the confirmed itinerary, including but not limited to accommodation arrangement, transportation scheduling, tour guide allocation, scenic spot ticket booking, and emergency handling during the trip.
1.3 You/Users: Natural persons or organizations who book travel products and services through the Platform, and are the actual recipients of travel services (hereinafter referred to as “you”). For individual users, you shall be of full civil capacity; for minor users, the booking and use of services shall be conducted under the supervision and authorization of a legal guardian.
1.4 Confirmed Itinerary: The travel itinerary confirmed by you, the Platform and the cooperative travel agency through email or written form, including travel dates, destinations, service content, standards, prices and other key information, which is the basis for the cooperative travel agency to provide on-the-ground services and the Platform to perform intermediary duties.
2. Platform Service Scope & Obligations
2.1 Exclusive Demand Connection: The Platform will assign an exclusive English consultant to communicate with you in detail to collect travel demands (including travel time, number of people, budget, preferences, special needs, etc.), and forward the confirmed demands to the cooperative travel agency to ensure the accuracy of itinerary customization.
2.2 Full-Process Information Conveyance: The Platform is responsible for forwarding the itinerary plan, quotation, payment information, booking confirmation and other documents provided by the cooperative travel agency to you in a timely manner; and feeding back your modification opinions, questions and demands to the cooperative travel agency, realizing one-stop information transmission without your direct communication with the travel agency.
2.3 Payment & Refund Assistance: Provide official and verified payment information (account details, payment links, QR codes, etc.) of the cooperative travel agency; verify payment status in a timely manner after you complete the payment; and follow up the whole process of refund application, review and fund transfer in accordance with the Refund Policy.
2.4 24/7 English Support: Provide round-the-clock English customer service support through email, WeChat and phone for all problems encountered in the process of booking, payment and travel, including itinerary consultation, emergency coordination, after-sales feedback, etc., and solve language and time zone barriers for you.
2.5 Service Supervision: Supervise the cooperative travel agency to provide on-the-ground services in accordance with the confirmed itinerary and relevant national tourism standards; if the travel agency fails to provide services in accordance with the agreement, the Platform will assist you in negotiating and safeguarding your legitimate rights and interests.
2.6 Privacy & Information Protection: Strictly protect your personal information in accordance with the Privacy Policy, and only provide the necessary personal information to the cooperative travel agency for service provision; supervise the travel agency to keep your personal information confidential and not to disclose or use it for other purposes.
3. User Rights & Obligations
3.1 User Rights
3.1.1 The right to require the Platform to provide professional, timely and high-quality intermediary services, and to obtain the confirmed itinerary, quotation and other documents provided by the cooperative travel agency through the Platform.
3.1.2 The right to know the detailed content, standards, prices and related risks of travel services, and to put forward reasonable modification opinions on the itinerary plan provided by the cooperative travel agency.
3.1.3 The right to require the Platform to assist in handling refund, complaint and other matters in accordance with the relevant policies of the Platform when the cooperative travel agency fails to provide services in accordance with the confirmed itinerary or the service quality does not meet the agreement.
3.1.4 The right to enjoy the 24/7 English support provided by the Platform, and to require the Platform to coordinate and solve the problems encountered in the travel process in a timely manner.
3.1.5 The right to check and manage your personal information in accordance with the Privacy Policy, and to refuse the Platform’s collection and use of non-essential personal information.
3.2 User Obligations
3.2.1 Provide true, accurate and complete personal information and travel demands (including passport information, contact information, health status, dietary taboos, special needs, etc.) when booking; if the provided information is false or incomplete, all consequences arising therefrom shall be borne by you.
3.2.2 Confirm the travel itinerary, service content, standards and prices provided by the cooperative travel agency through the Platform in a timely manner; if you have modification opinions, you shall feed them back to the exclusive consultant in writing within the agreed time, and the confirmed itinerary shall be the basis for subsequent service provision.
3.2.3 Complete the payment in accordance with the Payment Policy and the payment information provided by the Platform within the specified time; keep the payment voucher (receipt, screenshot, transaction record, etc.) properly and provide it to the Platform for verification when required.
3.2.4 Abide by the laws, regulations and public order and good customs of the People’s Republic of China during the trip, respect the local customs and cultural traditions, and follow the arrangement and guidance of the cooperative travel agency’s staff (tour guide, driver, etc.).
3.2.5 Take good care of personal belongings and travel documents (passport, visa, booking confirmation, etc.); for personal injuries, property losses or other consequences caused by your own reasons (such as negligence, violation of arrangement, illegal acts, etc.), the Platform and the cooperative travel agency shall not bear liability.
3.2.6 Timely notify the Platform’s exclusive consultant of any special circumstances or emergencies encountered during the trip, and actively cooperate with the Platform and the cooperative travel agency to handle them.
4. Cooperative Travel Agency Service Standards
The Platform will supervise the cooperative travel agency to provide on-the-ground services in accordance with the following standards; if the service fails to meet the standards, the Platform will assist you in negotiating a solution or claiming compensation:
4.1 Accommodation Service: The accommodation shall be consistent with the confirmed standard (star rating, room type, facilities, etc.), with legal operation qualification, clean and safe environment, and complete supporting services.
4.2 Transportation Service: The transportation tools (car, train, plane, etc.) shall have legal operation qualification and meet the national safety standards; the driver shall have corresponding driving qualification and professional quality, and the transportation schedule shall be consistent with the confirmed itinerary.
4.3 Tour Guide Service: The tour guide shall have valid tour guide qualification certificate and good English communication ability, be familiar with the scenic spot information and local culture, and provide professional, enthusiastic and standardized guide services.
4.4 Scenic Spot & Catering Service: The scenic spot tickets shall be booked in advance in accordance with the confirmed itinerary; the catering service shall meet the agreed standard (taste, hygiene, portion, etc.), and meet your special dietary requirements (if confirmed in advance).
4.5 Emergency Handling: Establish a complete emergency response mechanism; for emergencies such as personal injury, illness, and itinerary change during the trip, the tour guide shall arrive at the scene in a timely manner to handle and report to the cooperative travel agency and the Platform.
5. Service Change & Cancellation
5.1 Itinerary Modification: If you need to modify the confirmed itinerary (including travel dates, destinations, service content, etc.) before the departure, you shall submit a written application to the Platform’s exclusive consultant; the Platform will forward the application to the cooperative travel agency for evaluation. If the modification is feasible, the travel agency will inform the additional cost (if any) or the refundable amount, and you shall complete the relevant payment or go through the refund procedures in accordance with the agreement; if the modification is not feasible due to resource constraints, the refund shall be handled in accordance with the Refund Policy.
5.2 Service Cancellation: If you need to cancel the travel service, you shall submit a written refund application to the Platform in accordance with the Refund Policy, and the Platform will assist you in handling the subsequent review and fund transfer procedures.
5.3 Forced Service Change/Cancellation: In case of force majeure (including but not limited to natural disasters, public health emergencies, policy adjustments, traffic interruptions, etc.) leading to the change or cancellation of the itinerary, the Platform and the cooperative travel agency will handle it in accordance with the Refund Policy and the actual situation, and the Platform will assist you in obtaining the maximum possible compensation or refund.
6. Platform Liability Limitation
6.1 The Platform is only an intermediary service provider, and does not directly provide on-the-ground travel services; for any disputes, losses or liabilities arising from the on-the-ground services provided by the cooperative travel agency (including but not limited to service quality problems, itinerary changes, personal injuries, property losses, etc.), the cooperative travel agency shall bear the corresponding legal liability in accordance with the law and the confirmed itinerary, and the Platform will only provide assistance in communication and coordination.
6.2 The Platform shall not be liable for any losses caused by force majeure, third-party faults (such as bank system failures, payment platform errors, traffic delays, etc.), or your own reasons (such as false information, delayed payment, violation of arrangement, etc.).
6.3 The Platform shall not be liable for any indirect, incidental, special or consequential losses arising from the use of the Platform’s services (including but not limited to lost profits, business interruption, data loss, etc.).
6.4 The total liability of the Platform for any damages arising from the performance of intermediary services shall not exceed the total intermediary service fees actually received by the Platform for the relevant travel booking (if any); the Platform does not charge additional intermediary service fees for the time being, and the liability shall be limited to the actual payment amount of the travel service for the relevant booking.
7. Intellectual Property Protection
7.1 All intellectual property rights (including but not limited to copyright, trademark right, patent right, domain name right, layout design right, etc.) of the Platform’s website (including text, pictures, videos, logos, design, software, etc.) belong to the Platform; no unit or individual may copy, reproduce, modify, distribute, transmit or use the above content without the Platform’s written authorization.
7.2 You may only use the Platform’s website and related services for legitimate travel booking purposes, and shall not engage in any acts that infringe the intellectual property rights of the Platform, including but not limited to crawling website data, tampering with website content, using the Platform’s logo without authorization, etc.
7.3 If you believe that the content published on the Platform infringes your intellectual property rights, you may submit a written notice to the Platform with relevant proof materials, and the Platform will review and handle it in a timely manner and delete the infringing content if confirmed.
8. Terms Update & Notification
8.1 The Platform may update these Terms from time to time in accordance with the changes of national laws, regulations and platform service adjustments; the updated Terms will be published on the Platform’s official website and notified to you through the contact information you provided (email, WeChat, etc.).
8.2 The updated Terms shall take effect 7 days after publication; if you continue to use the Platform’s services after the effective date, it shall be deemed that you accept the updated Terms; if you do not accept the updated content, you may stop using the Platform’s services, and the Platform will handle the relevant refund matters in accordance with the Refund Policy.
8.3 The Platform will not reduce your legitimate rights and interests protected by the original Terms without your explicit consent.
9. Dispute Resolution & Legal Application
9.1 Any dispute arising from the performance of these Terms shall be settled by the Platform and you through friendly negotiation; if the negotiation fails, the Platform will assist you in negotiating with the cooperative travel agency to resolve the dispute.
9.2 If the negotiation still fails, either party may choose to resolve the dispute through the following ways:
(1) Submit to the consumer association for mediation;
(2) File a complaint with the relevant tourism supervision department;
(3) Initiate legal proceedings in the people’s court where the cooperative travel agency is located in the People’s Republic of China.
9.3 These Terms shall be governed by the laws of the People’s Republic of China; for any matters not covered by these Terms, the relevant national laws, regulations and industry standards shall apply.
10. Other Provisions
10.1 These Terms are the core part of the Platform’s service agreement; if there is any inconsistency between these Terms and the Payment Policy, Refund Policy and Privacy Policy of the Platform, the specific special provisions shall prevail.
10.2 If any clause of these Terms is deemed invalid or unenforceable due to legal reasons, the validity of the other clauses shall not be affected.
10.3 The Platform’s failure to exercise or delay in exercising any right under these Terms shall not be deemed as a waiver of the right, and a single exercise of the right shall not prevent the subsequent exercise of the right.
10.4 For any matters not stipulated in these Terms, the Platform and you may sign a supplementary agreement in writing, which shall have the same legal effect as these Terms.
Effective Date: 2026.01.24
Contact Information: info@uncoverchinatours.com | Official customer service email