Cancellation & Refund Policy
Effective June 13, 2026
Plans change — here's exactly what you get back when you cancel a guide booking, in plain language.
| When you cancel | Refund |
|---|---|
| Before we confirm your booking | 100% — full refund |
| 72 hours or more before the tour | 100% — full refund |
| Between 72 and 24 hours before | 90% (10% cancellation fee) |
| Less than 24 hours before | 20% (80% cancellation fee) |
| We can’t confirm / we decline | 100% — full refund |
1. Before your booking is confirmed
When you book and pay, your day is reserved and your payment is held while our team (or your guide) reviews the request. Until the booking is confirmed, you can cancel at any time for a full refund.
2. After your booking is confirmed
Once confirmed, the following tiered policy applies, measured from the scheduled start time of your tour (Shenzhen time, UTC+8):
- 72 hours or more before the start time: full refund (100%).
- Between 72 and 24 hours before: 90% refund — a 10% cancellation fee applies.
- Less than 24 hours before: 20% refund — an 80% cancellation fee applies.
The exact refund is shown on the cancel button before you confirm, so you always know what you'll get back.
3. If we can’t confirm your booking
If we or your guide are unable to confirm your requested day, the booking is declined and you receive a full refund automatically — no action needed.
4. No-shows
If you do not show up at the agreed meeting time and place without cancelling in advance, the booking is treated as a cancellation less than 24 hours before the tour (20% refund).
5. How refunds are issued
Refunds are returned to your original payment method through our payment processor, Stripe. Depending on your bank or card issuer, it typically takes 5–10 business days for the refund to appear on your statement. Refund amounts are calculated from the amount you actually paid (after any promo code).
6. How to cancel
Sign in and open your bookings, find the booking under “Your requests”, and select Cancel. The button shows the refund that applies under this policy before you confirm.
7. Rescheduling
We don't yet support changing the date or time of a confirmed booking in-app. To move a booking, cancel it (subject to this policy) and book a new day, or email us at hello@shenzhen-buddies.com and we'll do our best to help.
8. Currency & pricing
All bookings and refunds are processed in Canadian dollars (CAD). Tours are priced at a flat rate per hour shown at checkout. Your card issuer may apply its own currency conversion or fees, which are outside our control.
9. Questions
If anything about a cancellation or refund seems wrong, contact us at hello@shenzhen-buddies.com and we'll look into it.
This Cancellation & Refund Policy forms part of, and should be read together with, our Terms of Service. Operated by Tensai Tech Inc.