Refund Policy

Scope

This policy applies only to paid digital publications sold directly by HelloChina through the Guides Shop at hellochina.fans. HelloChina does not sell flights, hotels, tours, attraction tickets, visa services, or other third-party travel inventory.

Digital delivery

Guides are delivered digitally after payment. Depending on the product, access is provided as an in-browser PDF and download, or as a cloud-drive link. No physical item is shipped and there are no recurring charges or subscriptions.

When a refund is available

We will provide a replacement, redelivery, or full refund when:

• the file or delivery link is missing, corrupt, unreadable, or materially different from the product description;
• the customer receives the wrong guide;
• the same order is charged more than once; or
• the charge was not authorised by the account holder, subject to reasonable verification.

For a change-of-mind request made within 14 days of purchase, we will issue a full refund if the guide has not been downloaded, opened, or otherwise accessed. Once digital access has begun, change-of-mind refunds are normally unavailable, except where mandatory consumer law provides otherwise.

How to request a refund

Email hello@hellochina.fans with the purchase email address, order date, guide title, and reason for the request. Do not send a full card number or other sensitive payment information. We normally acknowledge requests within 2 business days and decide them within 5 business days.

Processing time

Approved refunds are returned to the original payment method. Stripe and the card issuer control the time before funds appear on a statement; this commonly takes 5–10 business days. HelloChina does not charge a refund, restocking, or handling fee.

Mandatory rights

Nothing in this policy limits rights that cannot be excluded under the consumer law that applies to the customer.

Contact

Refund and delivery questions: hello@hellochina.fans