Support

We reply within one business day, usually much faster.

If it is about a booking, include the order number from your confirmation email — it starts with ord_. That gets you an answer in one round trip instead of three.

Common questions

I booked an experience. What happens next?

You get a confirmation email straight away with your order number and the host’s contact details. The host reaches out before the day to agree the meeting point. If you booked with a flexible date, the host will work out the exact date with you by email.

Can I change my date?

Yes. Reply to your confirmation email or write to us with your order number. Changes more than 24 hours before the start time are free.

How do I cancel and get a refund?

Cancel more than 24 hours before the start time for a full refund. Email us with your order number and we will process it; refunds reach your card in 5–10 business days. See the Terms of Service for the full policy.

My promo code will not apply

Codes are entered at checkout, before payment — they cannot be added afterwards. Each code is single-use unless the offer says otherwise. If a valid code is being rejected, send us the code and the experience name.

Is the trip planner free?

Yes. Planning, the pitfall checks, and the facts library are free and need no account. You only pay when you book an experience.

The planner told me something that turned out to be wrong

Please tell us — that is the most useful message you can send. Opening hours and reservation rules in China change constantly, and every correction goes back into our facts library for the next traveller.

Something is broken in the app

Send us your device model, your iOS or Android version, and a screenshot if you have one.

I want my data deleted

Email us from the address you used to book. See the Privacy Policy for what we keep and for how long.

CNTripGuide is a product of Minitrip Technology Inc., a Delaware corporation registered in the United States.