Refunds and cancellations
How to ask about an order, prepare a review request and check refund status.
Have an order or refund question?
Email us from your account address where possible and include your order number if available. Requests are reviewed manually.
Your rights come first
Applicable consumer law and Paddle's buyer terms and refund policy determine the rights available for your purchase. Manual review is a way to process a request, not a condition that removes a legal right. If the guide is not delivered, faulty or not as described, contact ChinaTrip or Paddle for the remedies available to you.
1. Prepare your request
Email us from the account address used for your purchase where possible. Include:
- Your order number, if available
- The problem or reason for your request
- Any relevant error message, with sensitive details removed
If you cannot find the order number or use the original email address, contact us and explain the situation. Do not send passwords, verification codes or full card details. We may need limited information to verify ownership.
2. Choose a request route
Email support@getchinatrip.com for order, refund or cancellation questions, including your order number if available. Requests are reviewed manually; approval and refund completion are not automatic. This review does not limit your rights under applicable consumer law or Paddle's buyer terms and refund policy. See Refunds and cancellations for the available request routes.
You can also use the Manage transaction link in your Paddle confirmation email. For eligible EU purchases, Paddle's Customer Portal provides an online withdrawal option during the applicable withdrawal period. Contact Paddle if you cannot find it; you do not have to wait for ChinaTrip's review before exercising a right through Paddle.
Regional cancellation rights
EU/EEA and UK consumers generally have a 14-day withdrawal period for eligible digital-content purchases. The exception for digital content supplied immediately depends on the legally required express consent, acknowledgement and contract confirmation; reading or downloading alone is not sufficient. US rules vary by state and purchase circumstances; a general EU-style 14-day period does not apply to every US digital purchase. Other countries may provide different rights. Check Paddle's regional policy and the law applicable to your purchase.
3. Check your order
A request or approval does not mean a refund has completed. Check your order and Paddle's confirmation. A confirmed whole-order refund removes access to the refunded guide. Contact support about a price reduction or another remedy available under applicable law; the site's current refund controls do not limit those rights.
What counts as content use?
Successful access to protected content, a complete download or a complete print/export counts as paid-content use. Viewing public previews, product details or order pages does not count as paid-content use. Failed access or download requests do not count either. Content use alone does not determine your refund eligibility or remove rights under applicable consumer law.
A server download record does not prove that a file was fully received or saved. If your request concerns an access or download problem, describe what happened so it can be investigated. These records are not, by themselves, evidence of consent to lose a withdrawal right.