DaoJoy Refund and Cancellation Policy

This is a pre-filled review draft based on the platform’s current immutable order snapshot and four cancellation bands. The operator name and registered address have been inserted; the final legal wording must still be reviewed before launch.

1. Scope and order snapshot

This Policy is issued by DaoJoy LLC, registered address: China Jiangsu Nanjing. It applies to DaoJoy traveler-service bookings unless a lawful, service-specific term shown before confirmation provides a different result. The order record preserves the accepted policy, price components, currency, service start time and destination time zone. A later policy change does not reduce the refund rights attached to an existing order.

The cancellation calculation uses the instant when DaoJoy receives a valid in-app request, measured against the scheduled service start in the destination time zone. A support message that does not create a cancellation request is not by itself a completed cancellation.

2. Payment components

A customized booking may collect a 30% deposit and a 70% balance. A standard direct booking may collect the full service price in one payment; for the current cancellation calculation, that payment is allocated 30% to the deposit component and 70% to the balance component. The actual accepted order snapshot controls if it states different percentages.

Only successfully captured service payments can be refunded. Tips, separately identified third-party charges and currency-conversion costs are included only where the order or applicable law expressly requires it. Cancellation, support, dispute and chargeback remedies share the same remaining refundable amount so total refunds cannot exceed the eligible amount actually paid.

3. Traveler cancellation before service

For a cancellation caused by the traveler, the current baseline is:

• At least 15 full days before the scheduled start: 100% of the paid deposit component and 100% of the paid balance component are refundable.
• At least 7 full days but less than 15 days before the scheduled start: 50% of the paid deposit component and 100% of the paid balance component are refundable.
• At least 48 hours but less than 7 days before the scheduled start: the deposit component is not refundable and 100% of the paid balance component is refundable.
• Less than 48 hours before the scheduled start, or after service has started: manual review is required. The system records an initial estimate of no refund of the deposit component and a refund of the paid balance component. DaoJoy will approve or reject that estimate after reviewing performance already provided, safety events, force majeure, mandatory law and other verified circumstances; any different remedy is handled through the applicable support or dispute process.

Any more favorable refund shown in the accepted order applies. Time bands are continuous: for example, exactly 48 hours enters the 48-hour band, while a request received one moment later than the cutoff enters manual review.

4. DaoJoy or guide-responsible cancellation

If DaoJoy or the assigned guide cannot provide the confirmed service and the traveler did not cause the failure, the successfully paid service amount is refundable in full. DaoJoy does not deduct platform or payment-processing fees from a required full refund. The traveler may also choose an offered replacement or reschedule, but is not required to accept one unless mandatory law provides otherwise.

Guide cancellation must be submitted through the guide application and enters operations review. A private chat statement alone does not release the guide from the confirmed assignment.

5. Changes, lateness and no-shows

A date, time, route, traveler-count or service change is effective only when accepted in the application or a written support record. If the requested change cannot be accommodated, the traveler may keep the original booking or cancel under the applicable snapshot. A replacement booking may have a new price and policy.

Late arrival does not automatically extend the service. A traveler no-show or a cancellation after the scheduled start is reviewed under the less-than-48-hours rule. A guide no-show or material failure to perform is treated as guide-responsible after verification. Users must communicate delays promptly and preserve relevant messages and evidence.

6. Force majeure, illness and safety events

Severe weather, public restrictions, transport shutdowns, sudden illness, emergency evacuation and similar events are reviewed individually. DaoJoy may request reasonable evidence while minimizing sensitive information. The review considers whether the service can safely proceed, whether rescheduling is practical, recoverable third-party costs, work already performed and rights required by law. Nothing in this Policy limits statutory rights that cannot be waived.

7. How to request cancellation

Use the cancellation action on the order and provide a truthful reason. The application first shows an estimate without changing the order. After submission, the order may enter cancellation review. Check the order for the confirmed refund result, and do not submit a chargeback while the request is being handled unless your legal rights require otherwise.

If the application is unavailable, contact hello@daojoy.com from the email associated with the account and identify the order. Do not send payment credentials or unnecessary medical documents.

8. Review and decision

DaoJoy may verify timing, payment success, responsibility, service state and supporting evidence. We may approve the calculated cancellation, reject an invalid request and restore the order’s prior valid state, or ask for more information where the product flow permits. A request is complete only when the application records the decision.

A zero-value refund may close after approval. Where money must be returned, the refund and related order state become final only after the payment provider confirms successful processing; a failed or pending provider attempt remains visible for follow-up. Any credit or coupon offered as goodwill is discretionary unless the accepted order or mandatory law makes it a right.

If you disagree, use the support or dispute path shown for the order. This Policy does not prevent a complaint to a consumer authority or another remedy available under applicable law.

9. Refund method, currency and timing

Approved refunds are sent through the supported original-payment channel in the original transaction currency, currently USD for service payments. The application shows the refund status. Bank, card-network and payment-provider processing times vary and are outside DaoJoy’s direct control. Reference-currency amounts and exchange-rate differences are not a promise of the amount your bank will post.

If the original method cannot receive a refund, DaoJoy will request a lawful alternative after verifying the recipient. DaoJoy will never ask for a password, verification code or complete card number to issue a refund.

10. Policy changes and contact

The version attached to an accepted order controls that order. DaoJoy may update this Policy for future bookings, with a new version and effective date. A service-specific cancellation summary may add a more favorable term but cannot silently override the platform baseline to the traveler’s detriment.

Cancellation and refund support: use the order flow or email hello@daojoy.com.