Service terms

China Local Platform Terms
Version: 2026-09-17; effective 17 September 2026
Operator: 北京首航国际旅行社. Support: xingai@nebulatrip.com.

1. The platform provides provider listings, registration and review, private communications, customized quotes, contract-version confirmation and business records. Account holders must be adults with capacity to enter relevant agreements, provide accurate information and not impersonate others.
2. Private transport, general commentary, professional guiding and everyday assistance are displayed only within approved service categories. Platform review does not replace legally required permits, business qualifications, guide credentials, travel-agency assignments or vehicle and driving qualifications. Providers must keep qualifications valid and must not offer services beyond their permitted scope. Agency and assignment details for professional guiding must be included in the agreement.
3. Directory prices marked “About / 大约” are indicative. The parties must specify itinerary, dates, route, travelers, service standards, inclusions, exclusions, agreed price, payment schedule, cancellation and change rules and dispute handling. An approximate listing price or vague description cannot replace definite contracted service standards.
4. The platform does not collect, hold, settle or refund payments online. Parties pay one another directly offline. The absence of automated refunds does not remove the agency's refund, compensation or guarantee obligations under an applicable agreement or law. Any payment owed by the agency is handled offline under the applicable arrangement and recorded. Payment and refund entries are party statements. Counterparty confirmation does not mean that the platform independently verified receipt. Check the contracting entity and payee before paying; never disclose banking passwords or payment verification codes.
5. Providers propose agreements using applicable templates. Travelers must review all terms. Changes to confirmed terms require renewed confirmation; signed agreements should be changed through a supplementary agreement. The scope of tourism-authority model texts must be checked against the actual service and contracting entities.
6. Confirming terms is distinct from a reliable electronic signature. Electronic signing is shown only when a real signing integration completes its identity and signature process. A signed document uploaded and confirmed by both parties is recorded as an offline signed-file archive. This does not establish independent platform verification of identity or signature authenticity.
7. Parties must perform the agreed service and follow the applicable cancellation and change terms. They may record cancellation requests, refund statements and disputes and contact support. The platform may coordinate and retain records without replacing lawful complaint, mediation, arbitration or court procedures or guaranteeing a dispute outcome.
8. Do not submit unlawful, harmful, infringing, impersonated or unrelated sensitive information, harass others, facilitate fraud or falsify qualifications, payments or agreements. With supporting grounds, the platform may request more information, remove a listing or suspend an account and record the reasons. Contact support to challenge a decision.
9. Personal information is handled as described in the privacy notice. The operator must identify and meet applicable business, tourism, data-protection and consumer obligations. These terms must not unreasonably exclude statutory rights or responsibilities of the platform or providers.
10. Travelers and providers use their own accounts and workspaces and must not borrow the other role's identity to bypass permissions. Providers must keep contacts, service areas, languages, capacity and prices accurate and current. Listing or review does not establish employment by the travel agency, a signed cooperation agreement or an unlimited agency guarantee for every trip. The agency's contractual, assignment, guarantee or other responsibilities for a particular trip depend on the applicable agreement and law; this clause does not exclude mandatory responsibilities.
11. Platform rules and individual trip agreements have separate scopes. These terms do not replace agreed service details, pricing, cancellation provisions or responsibilities. A unilateral website-policy update must not retroactively change an agreement already signed by the parties. Support tickets record and help address issues; parties retain the right to complain to relevant authorities or seek relief under law and valid dispute-resolution arrangements.
12. Scope of agency protection. The agency provides an express refund and compensation commitment for protected trips, not dispute coordination only. It covers identifiable trip agreements and providers expressly included by written agency confirmation. Browsing, making an inquiry or confirming terms alone does not create agency protection. The protected agreement must identify the agency, traveler and provider, services and payment breakdown and be confirmed by an authorized agency representative. This section does not deem any existing agreement protected or remove other statutory agency responsibilities.
13. Provider non-performance and refunds. If a driver or guide cancels, fails to attend, refuses service or makes an unapproved material change defeating the trip's purpose, the traveler may accept an equivalent replacement in writing or terminate the affected agreement; vouchers are not compulsory. If no usable service was provided, refund the amount actually paid for that agreement. If unprovided services are separable from usable services, refund the paid portion based on itemized prices or reasonable value. Breaches affecting delivered services remain subject to law; a partial refund does not settle every dispute.
14. Agency payment and compensation. For protected trips, the agency undertakes to arrange or advance refunds established by evidence, agreement or an effective legal decision, without requiring prior recovery from the provider. Reasonable, necessary, evidenced replacement transport, accommodation and other legally compensable losses are assessed under causation, mitigation and applicable law. There is no blanket exclusion of all losses beyond the contract price. Do not pay the same loss twice: check and deduct amounts actually paid for the same item by a provider, insurer or other liable party, not unrelated insurance benefits. Agency recovery from providers is handled separately and does not require a traveler to waive lawful rights first. Personal injury, intent or gross negligence, statutory compensation and direct agency performance obligations are not excluded by this policy.
15. Traveler cancellation and uncontrollable events. Voluntary cancellation follows lawful terms clearly disclosed when contracting. Necessary non-recoverable costs require supporting grounds; not every expense is automatically non-refundable. For force majeure, safety restrictions or other events without attributable fault, notify travelers, explain impacts and discuss rescheduling or cancellation. Reduced and unincurred costs are settled under the agreement and law. Rain, ordinary traffic or staffing shortages are not automatically force majeure; not every external event promises a full refund.
16. Requests and evidence. Use a support ticket or xingai@nebulatrip.com to provide the contract reference, issue, payment evidence, relevant messages and loss receipts. The agency should investigate using existing platform records without repeatedly requesting irrelevant documents, passwords or codes. Contact support promptly, normally within thirty calendar days of discovering the issue, to help investigation. This recommendation is not a forfeiture deadline and does not shorten statutory limitation or complaint periods or longer valid contractual periods. Contact local emergency services first for immediate safety risks; support email is not an instant rescue service.
17. Handling and payment times. Manual service standards: acknowledge receipt within two working days; provide an initial position within seven working days of complete information; explain complex cases and the next response date. For undisputed refunds or compensation with an established obligation and necessary payee details, the agency completes refund or payment procedures within five working days after both are established, or earlier where the applicable agreement or law requires. Actual bank or payment-channel receipt may take processing time. Provide verifiable evidence and distinguish recorded or submitted payments from funds received. Continue addressing disputed items without delaying established amounts.
18. Review and changes. Request reconsideration through the same channel with additional evidence. The agency should explain facts, grounds and calculations. Support is not an exclusive prerequisite to lawful complaints, mediation, arbitration or court proceedings. Responsibilities continue under the specific agreement, effective written arrangements and law; closure, provider removal or website updates do not retrospectively cancel them. If a legal surety guarantee is used, its form, scope and period must be separately specified in writing; support handling times are not a guarantee period.

These terms do not replace the individual trip agreement, written agency protection confirmation or reliable electronic signing.