Last updated October 2026.
Version 2026-10-draft-2
1. Scope and order of precedence
This policy applies to outdoor activities, events, tours, transfers and experiences, dining reservations, the Hainaner Pass and eSIMs booked through Hainaner.
Every order saves a “cancellation policy snapshot” when you submit it, recording the refund percentages that applied then. For a given order the snapshot and the terms shown at checkout govern; matters the snapshot does not cover follow this policy; the rights the law gives consumers are not reduced by this policy.
2. How to cancel
Submit a cancellation request from the order page in your account, or use the link in your order email to manage the booking. The merchant or the platform reviews it against the policy snapshot and replies; once approved you are refunded as set out below.
3. Default platform refund percentages
Where the merchant has set no other terms and the order snapshot uses the platform default, the refund depends on how long before the service starts (the order page shows the exact percentages):
- Cancelled 7 days or more before the service starts: 100% refunded;
- Cancelled between 3 and 7 days before: 50% refunded;
- Cancelled less than 3 days before, or no-show: no refund, unless the law requires it or the merchant agrees.
4. When you are always refunded in full
In these cases you bear no loss and we refund in full or reschedule, as you choose:
- the merchant cancels the order or cannot provide the service;
- a platform administrator cancels the order;
- force majeure such as a typhoon, or safety reasons, cancel the activity and a new date cannot be agreed;
- a tour is cancelled because it did not reach its minimum group size;
- your payment arrives after the order became invalid or sold out, or you paid twice;
- the service shown on the page materially differs from what is delivered, once verified;
- an eSIM was paid for but the supplier failed to activate it or we failed to deliver a usable eSIM.
5. Date-specific services and the statutory no-reason return
Under the Consumer Rights Protection Law, goods bought online may in the stated cases be returned within seven days without giving a reason. Activities, transfers and dining reservations with a fixed date, time slot or place are services supplied at an agreed time; the place held for you cannot be resold, so the seven-day no-reason return does not apply and refunds follow sections 3 and 4. This is prominently shown on the page before you pay.
An eSIM is a digital good delivered online that cannot be taken back; under the Consumer Rights Protection Law rule on digital goods the seven-day no-reason return does not apply once a usable eSIM is delivered, and it is not refunded for personal reasons (no longer wanted, trip changed, incompatible device, activated or used). If the supplier's network or activation was at fault so that it cannot be used, contact us and we will replace or refund it after verification. See the eSIM Data Plan Terms. A Hainaner Pass from which no benefit has been redeemed is refundable in full; other digital entitlements may be refunded before use, subject to the law and any note on the page. We offer no automatic renewal: every Pass and membership is a one-time purchase that simply ends when it expires.
6. Refund method and timing
Online payments are refunded to the card or payment method you used. We submit the refund as soon as it is approved; banks and payment providers usually take 5 to 10 working days, and cross-border cards may take longer. The refund is in the same currency you paid; exchange-rate movement or bank fees are decided by your card issuer and we charge no refund fee of our own.
For orders paid offline, the merchant or platform records the refund and confirms with you how it will reach you.
7. Partial refunds and instalments
A proportional refund is calculated on the amount actually paid. For orders paid in instalments, the instalments paid are combined under this policy; several partial refunds never add up to more than you actually paid.
8. Failed or unusual refunds
If the payment provider cannot return the money (for example, the card was closed) we keep the refund on record and a person handles it, paying you by another lawful method. Keep your order email and, if needed, contact hello@hainaner.com. You do not need to apply again.
9. Complaints and contact
If you disagree with a refund result contact hello@hainaner.com; we reply within seven working days. You can also call 12315 or complain to the competent authority.