FAQ
Fair questions, straight answers.
Booking & payment
How do I book?
Use the booking form or message us on WhatsApp with your dates. We confirm service, host, meeting point and price in writing; a ¥100 deposit per order holds the date. Online card payment is coming as soon as our payment approval lands — today everything is confirmed personally over WhatsApp.
How do I pay the balance?
In China, after your service: Alipay, WeChat Pay or cash. Your host or the confirmation message shows the exact amount before the day itself.
Which currencies and cards do you take?
All our prices are in CNY. The balance is paid through Chinese payment apps or cash; your bank handles conversion. We quote USD/Euro on the site as a reference only.
The service itself
Who exactly will I meet?
A named, trained local whose background we send you before the deposit. The person in your WhatsApp chat is the person who shows up — or a founder personally covering, with notice.
What are your support hours?
08:00–24:00 (Beijing time). A real reply within 30 minutes during those hours. Outside them, we reply as soon as we're back online — the concierge service explains this up front too.
What languages do you speak?
English today. Bahasa Indonesia/Melayu, 한국어 and 日本語 support are rolling out with new hosts — message us and we'll confirm what's live for your dates.
Can you handle dietary restrictions or kids?
Usually, yes — if you tell us first. We carry printed allergy cards, run a family-paced version of the First Night, and we'll honestly decline a booking we can't keep safe.
When things change
What if my flight is delayed?
Send us the flight number — we track it and adjust free of charge. The 30-minute guarantee applies whenever we actually meet, whatever hour that is.
What is the refund policy?
Three layers: the 30-minute guarantee (not happy early on, full refund), free cancellation 48+ hours before a service, and a kept deposit inside 48 hours unless we can re-book the team. Full text lives on the refund policy page.
Are you a licensed travel agency?
We operate as a local services company and work with licensed partners for any itinerary component that legally requires a travel-agency licence. Ask us anything specific before booking — we answer plainly.
Still curious? Ask a real local.
A real reply within 30 minutes · 08:00–24:00 (Beijing time)