Cancellation Policy

In order to enhance the passengers’ ticket purchase and service experience, China Travel Service (Hong Kong) Limited has established a cancellation policy. When applying for a refund, the passenger must meet the following requirements:

  • Cancellation procedures and rules:
  1. The passenger who applies for the cancellation of the ticket must cancel the ticket through the original ticket purchase channel, and cross-channel, cross-organization or cross-boundary cancellation are not allowed。
  2. The WeChat e-ticket and SMS tickets purchased from other platforms, regardless of whether they have been converted into paper tickets, can be cancelled through the original ticket purchase channels。
  3. The passenger who purchased tickets at a physical ticket office can only apply for and go through the cancellation procedures at the original ticket office。
  4. The passenger can only get a refund for the cancelled ticket in the original currency。
  5. The passenger who purchased the ticket from a physical ticket office must return the intact physical ticket to apply for ticket cancellation。
  6. For group passengers, cancellation procedures must be handled 48 hours before departure。
  • Cancellation procedures and policy:
    Three different cancellation charges calculated in terms of the percentage of the purchase price are listed below:
Cancellation Policy Deduction Percentage
48 hours or more before the departure: 10%
More than 24 hours and less than 48 hours before the departure: 20%
Less than 24 hours (no less than 2 hours) before the departure: 50%
  • The ticket is not allowed to be cancelled under any of the following circumstances:
  1. The ticket is not allowed to be cancelled if less than 2 hours (inclusive) remains before the departure or the bus has already departed。
  2. Either of the round-trip tickets (2 tickets) is not allowed to be cancelled separately, but two of them can be cancelled together。
  3. The self-guided tour ticket package (10 tickets/package) cannot be cancelled。
  • Cancellation due to uncontrollable factors:
  1. If the bus is cancelled due to uncontrollable factors such as CTS’s problems and bad weather (such as the No. 8 Gale or Storm Signal), passenger may apply for ticket cancellation and a full refund within 7 working days from the departure date (cancellation application beyond the time limit will not be handled), or change the ticket for the same route within 3 months。
  2. In case of any uncontrollable factors, the unused 1 or 2 tickets included in the round-trip tickets can be cancelled。
  • Miscellaneous:
    The above provisions take into effect today and are subject to adjustment according to the actual situation。

 

 

China Travel Service (Hong Kong) Limited

May 2019

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