Legal
1. CHANGES AND CANCELLATIONS

a) Changes and cancellations – by you
You must call Trekiz Customer Services on +86 4009109060 to change or cancel your trip. You may also have you contact your airline, hotel or activity provider directly in order to change or cancel your booking. All changes are subject to availability, limitations and restrictions of the relevant airline, hotel or activity provider (the “Supplier”).

The refundable portion of your purchase price (if any) will be refunded to you and to the extent we are refunded by the Supplier, we shall pass this refund onto you.
If you paid via PayPal and want to cancel or change your booking, the payment card booking fee charged at the time of booking will not be refundable in line with PayPal’s policies.

If the cancellation means that the Supplier charges a cancellation charge (which may be up to 100% of the booking value) or if the change means that the cost of your booking has increased), you will need to pay such extra charges or costs.

i) Cancellations on hotel bookings
The hotels that you can book via the Trekiz platform have their own cancellation    policies which are displayed on the individual hotel detail pages on www.trekiz.com. Please contact Trekiz customer services or the hotel directly if you wish to cancel your booking.

ii) Cancellations and amendments on flights
The cancellation and amendment terms of flights are the applicable terms of the airline. You should contact the airline direct to cancel or make amendments to your flights.

iii) Cancellation of activities
Please refer to the terms and conditions and service contract for cancelling or changing a booked activity provided by individual vendors. The terms and conditions are displayed on the activity detail page of each activity; the service contract can be accessed from the “add to planner” summary lightbox.

b) Changes and cancellations to activities by your vendor
Occasionally your vendor may have to make changes to your booking. Most of these changes will be minor and they will advise you of the change as soon as we are able to before your journey commences. If there is a significant change, which is not due to an event beyond the control of either the activity vendor or Trekiz, you will be offered a choice of an alternative comparable trip (if available) or a refund. If the reason for the significant change to the booking is due to an event beyond our control (as described below) we will not be liable to offer you any compensation.

c) No show
If you have a booking for any products or services, including flights, hotels, activities or trips, but you do not show up to check-in, or otherwise do not avail yourself of such product or service, you will not be entitled to any refund.

d) Carrying proof of booking
You should ensure that you travel with your booking confirmations, e-tickets and any other travel documentation (including your passport and relevant visa) at all times. We will not be liable should any Supplier not provide you with the booked product or service if you do not produce such documentation.

e) Events beyond our control
These include: unusual, unforeseeable or unavoidable events beyond our control, the consequences of which could not be avoided even if all due care has been exercised including but not limited to war, threat of war, riot, civil disobedience or strife, government action, terrorist activity, natural or industrial disaster, fire, adverse weather conditions, level of water in rivers or floods, closure of airports and may also include industrial dispute involving third parties, technical or maintenance problems or unforeseen operational decisions of air carriers such as changes of schedule or any failure in the information technology infrastructure (including but not limited to our website) or failure in internet connections. Except where otherwise expressly stated in these booking conditions we regret that we cannot accept liability or pay any compensation where the performance of our contractual obligations is prevented or affected by reason of such events beyond our control.

2. AIR/FLIGHT BOOKINGS

a) e-tickets
Flight tickets booked through Trekiz will be e-tickets. We cannot be held responsible if your e-ticket does not arrive due to an incorrect email address or your junk email settings. You can ensure your e-tickets get to you by adding Trekiz.com to your ‘safe list’. You must notify us immediately if you change your email address or contact telephone number after making a booking with Trekiz. In addition, please check that the name on your passport matches the name on your ticket and/or booking confirmation. It is your responsibility to advise us if you have not received your eticket confirmation.

b) Flying times
In your itinerary from Trekiz, flight times are given for guidance only. All departure/arrival times on your flight ticket are provided by the airlines concerned and are estimates only. They may change due to air traffic control restrictions, weather conditions, operational/maintenance requirements and the requirement for passengers to check in on time. For all air travel it is your responsibility to check the departure and arrival times of your flights at the time of travel.

We are unable to make any special arrangements for you if you are delayed as these matters are at the sole discretion of the airline concerned. Please note that the times shown on your ticket or itinerary are the departure times of the flight. Check-in times, as advised by the carrier or in the airlines’ timetable are the latest times at which passengers can be accepted for travel, allowing the necessary time to complete all formalities. Flights cannot be held up for passengers arriving late and no responsibility can be accepted by us or the airline in such cases.

c) Direct flights
Please note that a flight described on your flight ticket as "direct" will not necessarily be non-stop. A flight that is described as direct is one where there is no need to change aircraft during the journey.

d) Pregnancy and children
Some airlines refuse to carry women who will be 28 weeks or more pregnant on the date of return travel. Please check with the airline concerned as their rules may vary and also consult your doctor. Infants must be 6 weeks old or more to travel by air and must either sit on an adult's lap or occupy an infant seat. Please contact the airline you are travelling with for details of appropriate seats. Generally children aged 2 years or more must occupy a seat. A child must be under 2 years of age on the date of their return flight to be entitled to the infant fare level which is usually 10% of the International Air Transport Association’s (or IATA's) published fare.

e) Baggage
You will usually be permitted a free checked baggage allowance and a free cabin baggage allowance, the limits of which may differ by airline, class and/or route. The amount of checked baggage you are allowed depends on your class of travel/destination. Several leading carriers have now introduced additional charges for checked baggage on either a piece or weight basis. It is recommended that cabin baggage is kept to a minimum. Extra charges may apply for checked baggage in excess of the permitted allowance. Please ask the airline for more specific information as these rules vary from time to time. You can refer to www.iata.org/bags for information and links. For safety reasons dangerous articles must not be packed in checked or cabin baggage. Restricted articles include, but are not limited to, compressed gases, corrosives, explosives, flammable liquids and solids, radioactive materials, oxidising materials, poisons, infectious substances and briefcases with installed alarm devices.            .

3. HOTEL/ACCOMMODATION ONLY BOOKINGS

a) Rate Availability
All hotel rates are valid forthirty minutes once added to your planner as you plan in real time. Trekiz is not responsible if hotel rates become unavailable if you plan your trip in multiple sittings.

b) Map/Distance disclaimer
Please note that the information as to the distance from the city centre and the location of the hotel on the maps provided are for indicative purposes only. If a customer requires the hotel to be within a certain distance from the city centre or near a particular location, the customer should contact the hotel in question prior to booking.

c) Unavailability
Where we are unable to confirm the initial requested accommodation, we will call you to inform you of the details of alternative accommodation or lack of availability. At that time you will have the option to accept the alternative accommodation or get a refund of the total monies paid to us by you for your original booking.

d) Star ratings
Star ratings are used to symbolise the overall quality, level of service, food standard and range of facilities available in any given hotel property. They are not a guarantee or warranty of any kind by Trekiz.

e) Hotel facilities
Please read the detailed description of the hotel for other hotel policies applicable to your stay. Please note that the hotels available on www.trekiz.com are not exclusive to Trekiz. We are not responsible for any limitation in facilities because of other hotel guests or their activities. Trekiz does not take responsibility for hotel content (including images, facility listings, etc.) displayed on our website. Hotels may change facilities and property features without prior notice to Trekiz and it is the customers’ responsibility to confirm facilities directly with the hotel at the time of travel.

4. TRIPS AND MULTI-DAY ACTIVTIES

A trip is classified as a package which covers multiple cities, activities, hotels and/or flights. It may or may not begin and end in the same city. Trips are pre-planned by vendors, but cover locations and activities which you could choose to plan your own trip to.

Multi-day activities, by contrast, include locations or activities that aren’t available directly from Trekiz.

Please refer to the cancellation policies of individual vendors for all trips and all suppliers for multi-day activities.
 
5. GENERAL BOOKING TERMS AND CONDITIONS

a) Your contract
Your contract will be with the travel suppliers of the travel product/s or service/s you book, not with Trekiz. Your credit card will be charged for the full amount of the elements that comprise your itinerary at the time of booking, you can either pay on a credit card through PayPal or ChinaPay, or via your PayPal account. Your contract will come into existence once Trekiz have received your payment in cleared funds and a confirmation invoice has been issued. Prices are confirmed at the final step of the checkout at the point when you click 'Agree and purchase'.

Prices are displayed in American dollars, and unless you choose to use ChinaPay, this is the currency you will be charged in. If you select to use ChinaPay, you will be charged in Chinese Renminbi (RMB) at a conversion rate of 1US$ to 6.5RMB. If you pay via PayPal you will be charged 4% of the cost of your trip. You will be advised of any fee before you confirm your reservation.

We reserve the right to cancel your booking in the event we have reasonable grounds to believe it is fraudulent. In such circumstances we will attempt to contact you using the email address you provided at the time of booking or your bank. In the event we are not able to contact you or your bank, we may cancel your booking with no liability whatsoever.

All Trekiz fees can be changed at any time. This includes telesales, cancel, change, payment card or other fees. Such fees can be reduced, increased or removed at any time.

b) Privacy policy
For details of how we may use information which we obtain from you by your use of the site, please refer to our privacy policy on our website which forms part of the contract under which we provide you with travel services. If you do not accept all of these terms, then please do not use this website. You must keep secure any means of identification which we supply to you in order to use services on this site. You must supply accurate and complete information when using this site.

c) Governing law
These booking terms and conditions shall be governed and construed in accordance with the laws of Hong Kong and the courts of Hong Kong shall have non-exclusive jurisdiction to adjudicate any dispute which arises thereto.

We recommend that you take out suitable travel insurance to cover (as a minimum) the costs incurred if you cancel your trip, the cost of emergency medical assistance, including repatriation, in the event of an accident or illness whilst you are abroadand it is your responsibility to ensure the insurance you purchase is suitable and adequate for your particular needs. It is your responsibility to comply with the insurance company’s requirements and your duty to disclose to the insurance company all relevant information e.g. pre-existing illnesses.

Please note that we do not accept responsibility for the acts and/or omissions of our employees, agents and Suppliers except where they lead to death, injury or illness.

d) Passport, visa and health information/requirements
Non-Chinese citizens should consult the Chinese Embassy, Consulate or Visa application service in their home country regarding any necessary documentation for visiting China. It is your responsibility to check with the applicable Embassy or Consulate to see whether you require a visa. If you fail to do so, you will be solely responsible for any cost, loss or damage which you or we incur as a result of your failure.

Children not already included on a valid passport will need to hold their own passport if they are to travel abroad.

The name on the passport must match the name on the ticket, otherwise you may not be able to travel and insurance may be invalid. If, after booking a holiday but before travelling, any member of your party changes their name, e.g. as a result of getting married, we must be notified immediately so that we can endeavour to make the necessary changes to your holiday documentation.

You should seek advice on any vaccinations and precautions that may be compulsory or recommended from a health professional – a GP, practice nurse, pharmacist or travel health clinic – ideally at least 8 weeks before you travel.

e) Pre-travel advice
 Please see our FAQs for our tips regarding travelling in China.

f) Booking your trip
When you use our website to make a booking, you will need to provide us with credit or debit card details in order to cover the full cost of your trip. Your credit card will be charged for the full amount of your Trekiz itinerary at the time of booking. You may have separate credit card charges for each product in the package, totaling the amount quoted for your package.You authorise us or an authorised third party to take full payment for the total amount of your purchase. Please note that you may be required to present a credit card at the time of any check-ins to provide confirmation of authorised card use or to secure any additional charges.

You can choose to use PayPal or ChinaPay to process your transaction. You’ll be charged in American dollars (US$) if you select to use PayPal – either your PayPal account or using a credit card. PayPal charges a booking fee of 4% of the cost of your trip. If you select to use ChinaPay, you will be charged in Chinese Renminbi (RMB) at a conversion rate of 1US$ to 6.5RMB. There is no booking fee for using ChinaPay.

We will charge you for any additional handling fees incurred by us in respect of payment through a debit or credit card and in addition to the price of your trip, there will be a booking fee payable per person. You will be advised of any fee before you confirm your reservation.

The price of each product or service is regularly reviewed and may go up or down.

When you make a booking, you guarantee that you have the authority to accept, and do accept these conditions on your behalf and on behalf of all members of your party and, further, if you are making a booking for more than one person, that you are responsible for all payments due from each and every party member for whom you are making a booking. It is your responsibility to ensure that any information which is given to you by us or any of our employees or Suppliers is passed onto all members of your party. Any information which we give to you shall be deemed as given to each and every party member for whom you are making or have made a booking.

g) If something goes wrong
If a problem occurs during your trip, you must inform the relevant Supplier. If the Supplier cannot resolve the problem to your satisfaction, please contact Trekiz Customer service on +864009109060 or via email at customerservice@trekiz.com so that we are given the opportunity to help. If your complaint is not resolved at the time, you must notify us at the earliest opportunity and email within 7 days of your return to our Customer Services team at Trekiz, quoting your original booking reference and giving all relevant information. Failure to notify us within this time period may hinder our ability to resolve your complaint and/or investigate it fully and, as a consequence, any right to compensation that you may have could be prejudiced.

h) Our liability for your trip
Trekiz acts as platform and therefore any contract is between customer and the travel service providers, be they airlines, hotels or activity vendors. Hence Trekiz has no liability whatsoever if your trip is deficient and, in particular, we have no liability for any loss, personal injury or death however incurred unless such loss is caused by our negligence.We will, however, do our best to resolve any complaint raised by customers regarding any of our vendors.

i) Events beyond our control
Except where otherwise expressly stated in these booking conditions we regret that we cannot accept liability or pay any compensation where the performance of our contractual obligations is prevented or affected by circumstances beyond our control as described above.

j) Your behaviour
It is your responsibility to ensure that you and the members of your group do not behave in a way which is inappropriate or causes danger, distress, offence or damage to others or which risks damage to property belonging to others (including but not limited to drunkenness and air rage) while on your trip.

If, in our reasonable opinion or that of our Suppliers, your behaviour is inappropriate and causes danger, distress, offence, or damage to others, or risks damage to property belonging to others, we and/or our Suppliers (e.g. hotel managers, airline pilots, tour guides) may take appropriate action in order to ensure the safety and comfort of our customers and their property and that of our Suppliers, including terminating your trip, in which case our and our Supplier's responsibility to you will cease immediately and you will not be eligible for any refunds, payments of compensation and/or any reimbursement of any cost or expenses you may incur as a result of such termination. Further, you will be liable to reimburse us for any expenses we incur necessarily as a result of such termination.

k) Changes to terms and conditions
We may amend these terms and conditions at any time without prior notice. If we do amend these terms and conditions, the amended terms will be effective when posted on this website and you are deemed to have accepted the relevant changes.

l) Special assistance
If you are disabled or incapacitated or of limited mobility or require special assistance for any reason, we require that you notify us at the time of making your booking. If these requirements change before your trip you must inform us. We will not subsequently be liable to you for any losses you may incur in the event that we or our Suppliers are unable to accommodate your requirements.

m) Weather
We cannot be held responsible for any disruption to your trip due to bad or unusual weather conditions.

n) Special requests
Please advise us of any special requests and we will pass these on to the relevant Supplier. However, we cannot guarantee your special request as we do not have any direct control over the manner in which the services are provided.

o) Telephone calls
We reserve the right to randomly record telephone calls to ensure that our customer service is constantly reviewed.

p) Third party rights
A person who is not a party to these terms and conditions shall have no rights to enforce any term of these booking terms and conditions.