This Cancellation & Refund Policy explains how cancellations, booking changes, refunds, no-shows, delays and related charges are handled for services provided or arranged under the HISIGHTS brand.
HISIGHTS is operated by HONG KONG HI TANSFERS LIMITED, a company registered in Hong Kong, with its registered address at Room S-V18, 6/F, Vanta Industrial Centre, 2-12 Au Pui Wan Street, Fo Tan, Hong Kong ("HISIGHTS", "we", "us" or "our").
This Policy forms part of our Terms of Service. By making a booking, paying for a service, or using our services, you agree to this Policy.
1. Scope of This Policy
This Policy applies to services provided or arranged by HISIGHTS, including airport transfers, point-to-point transfers, private chauffeur services, hourly car charter services, city-to-city transfers, private ground transportation, multi-day vehicle and driver arrangements, guide, interpreter, consultant or concierge services, customized travel planning, destination arrangements, and third-party travel-related services arranged through our Service Partners.
Certain bookings may have their own cancellation and refund terms stated in the quotation, invoice, booking confirmation, itinerary, voucher, supplier terms or written message. If specific cancellation terms are stated for a booking, those specific terms will apply to that booking.
2. Time Zone for Cancellations
All cancellation deadlines are calculated based on Hong Kong Time, UTC+8, unless otherwise stated in writing.
A cancellation request is considered received only when we receive your written cancellation request by email or other written communication channel confirmed by us.
3. How to Cancel a Booking
To cancel a booking, you must contact us in writing at support@hisights.com.
Your cancellation request should include booking reference number if available, full name of the person who made the booking, service date and time, service type, reason for cancellation, and payment reference if available.
A booking is not cancelled until we acknowledge the cancellation in writing.
If a cancellation request is unclear, incomplete or sent to the wrong contact channel, we may need additional time to identify the booking, and the cancellation time may be treated as the time when we receive sufficient information to process the request.
4. Standard Cancellation Rules for Airport Transfers and Point-to-Point Transfers
4.1 Cancellation More Than 72 Hours Before Service Time
If you cancel more than 72 hours before the scheduled service time, you may receive a refund of the amount paid, after deduction of payment processing fees, bank charges, card network fees, foreign exchange costs, non-refundable third-party costs already incurred, and any agreed administrative or handling fees.
4.2 Cancellation Between 24 and 72 Hours Before Service Time
If you cancel between 24 and 72 hours before the scheduled service time, we may charge a cancellation fee of up to 50% of the service price. Any refund will be calculated after deducting the applicable cancellation fee, payment processing fees, bank charges, foreign exchange costs and non-refundable third-party costs.
4.3 Cancellation Less Than 24 Hours Before Service Time
If you cancel less than 24 hours before the scheduled service time, the booking may be non-refundable.
4.4 No-Show
If you do not appear at the agreed pick-up point within the included waiting time, the booking will be treated as a no-show and will be non-refundable.
5. Cancellation Rules for Hourly Charter, City-to-City and Multi-Day Services
Hourly charter, city-to-city and multi-day arrangements usually require more planning, vehicle allocation, driver scheduling and supplier commitment. Unless otherwise stated in writing, the following cancellation rules apply:
5.1 Cancellation More Than 7 Days Before Service Start Time
If you cancel more than 7 days before the scheduled service start time, you may receive a refund after deduction of payment processing fees, bank charges, foreign exchange costs, administrative or handling fees, non-refundable supplier costs, and costs already incurred for planning, coordination, permits, tickets, hotel arrangements, guide arrangements or other committed services.
5.2 Cancellation Between 72 Hours and 7 Days Before Service Start Time
If you cancel between 72 hours and 7 days before the scheduled service start time, we may charge a cancellation fee of up to 50% of the service price, plus any non-refundable third-party costs already incurred.
5.3 Cancellation Less Than 72 Hours Before Service Start Time
If you cancel less than 72 hours before the scheduled service start time, the booking may be non-refundable.
5.4 Early Termination During Service
If you voluntarily end a charter, city-to-city or multi-day service early after the service has started, the unused portion may not be refundable.
6. Customized Travel, Special Arrangements and Third-Party Services
Certain services may be partially or fully non-refundable once confirmed, especially where we or our Service Partners have made commitments on your behalf.
These may include customized itineraries, travel consulting and planning work, hotel bookings, attraction tickets, event tickets, restaurant reservations with deposits, private guides, interpreters, local consultants, special vehicles, peak season arrangements, government permits, border-crossing arrangements, group arrangements, and services involving third-party supplier deposits or prepayments.
If a third-party supplier applies stricter cancellation or refund rules, those supplier rules will apply to the relevant part of your booking.
We will inform you of major non-refundable items where reasonably practicable, but you acknowledge that some third-party costs may become non-refundable immediately after confirmation or payment.
7. Changes to Bookings
If you wish to change a confirmed booking, you must contact us as soon as possible.
Requested changes may include changes to date, time, pick-up location, drop-off location, itinerary, passenger number, luggage quantity, vehicle type, service duration, flight, train or ferry details, and special requirements.
Change requests are subject to availability and may result in additional charges.
We are not obliged to accept a change request after a booking has been confirmed. If a requested change cannot be accepted and you choose to cancel the booking, the applicable cancellation rules will apply.
8. Waiting Time, Delays and No-Show Rules
Unless otherwise stated in writing, airport arrival pick-ups include up to 60 minutes from the actual flight landing time; train station or ferry terminal pick-ups include up to 30 minutes from the actual arrival time; and hotel, address or other point-to-point pick-ups include up to 15 minutes from the scheduled pick-up time.
Additional waiting time is subject to driver and vehicle availability and may be charged separately.
If you cannot be contacted, fail to appear, provide incorrect information, or arrive after the included waiting time, the booking may be treated as a no-show and will be non-refundable.
9. Flight, Train or Ferry Delays
For airport, train station or ferry terminal pick-ups, we will make reasonable efforts to monitor delays where you have provided accurate flight, train or ferry details before the service.
If your flight, train or ferry is delayed but arrives on the same service date, we will try to adjust the pick-up time where reasonably possible. However, additional waiting time, parking fees, overtime charges, late-night surcharges or supplier costs may apply.
If your flight, train or ferry is cancelled, significantly delayed, diverted, rescheduled to another day, or if you fail to provide accurate travel details, the booking may be treated as a change request or cancellation, and additional charges or cancellation fees may apply.
Airline, train or ferry delays and cancellations do not automatically entitle you to a full refund.
10. Incorrect Information Provided by Customer
You are responsible for providing accurate and complete booking information.
We are not responsible for service failure, delay, additional cost or no-show caused by incorrect or incomplete information provided by you, including wrong date, wrong time, wrong airport, terminal, station or pier, wrong pick-up or drop-off address, wrong flight, train or ferry number, incorrect passenger number, incorrect luggage quantity, unreachable contact details, or incomplete hotel or accommodation information.
If incorrect information causes the service to fail or requires additional arrangements, the booking may be non-refundable and additional charges may apply.
11. Refund Method and Processing Time
Approved refunds will usually be returned to the original payment method.
Refund processing time may vary depending on the payment provider, bank, card issuer, currency, country or region. After we approve a refund, it may take additional time for the funds to appear in your account.
Unless otherwise stated in writing, approved refunds are normally processed within 7 to 14 business days after we confirm the refund amount.
Payment processing fees, bank charges, card network fees, foreign exchange differences and third-party supplier charges may not be refundable.
If a refund to the original payment method is not possible, we may request alternative refund details and may require additional verification before processing the refund.
12. Currency and Foreign Exchange
If your booking is paid in one currency and refunded in another currency, the refund amount may be affected by exchange rates, payment processor rates, bank conversion rates and related fees.
We are not responsible for foreign exchange differences, card issuer fees, bank fees or payment provider charges.
13. Chargebacks and Payment Disputes
If you believe there is an issue with a payment or refund, you should contact us first at support@hisights.com so that we can review and resolve the matter.
If you initiate a chargeback, payment dispute or reversal without first allowing us a reasonable opportunity to investigate, we may suspend or cancel related bookings.
If a chargeback or payment dispute is found to be invalid, fraudulent or inconsistent with this Policy, we may seek recovery of unpaid service fees, chargeback fees, bank charges, payment processor fees, administrative costs, and legal or recovery costs where permitted by law.
14. Cancellations or Changes by HISIGHTS
We may cancel, change or substitute a service where necessary due to vehicle or driver unavailability, safety concerns, road closures, traffic restrictions, weather conditions, government restrictions, supplier failure, operational issues, legal or regulatory reasons, force majeure events, or other circumstances beyond our reasonable control.
If we cancel a confirmed service for reasons within our control and no suitable alternative is accepted by you, we will provide an appropriate refund for the affected service.
If a service must be changed, delayed or cancelled due to circumstances beyond our reasonable control, we will make reasonable efforts to offer an alternative arrangement, credit, partial refund or other reasonable solution, subject to supplier policies and costs already incurred.
15. Force Majeure
We are not liable for failure, delay, cancellation, change or loss caused by events beyond our reasonable control, including extreme weather, natural disasters, epidemic, pandemic or public health measures, war, terrorism, civil unrest or public disorder, government restrictions or border control, strikes or labour disputes, traffic accidents, road closures or transport disruption, power, internet, platform or system failures, supplier failure beyond our reasonable control, or any other event that makes performance impossible, unsafe, unlawful or commercially impracticable.
In such cases, refunds may be limited by non-refundable costs, supplier policies, payment fees and expenses already incurred.
16. Refunds for Partially Used Services
Once a service has started, it is generally considered used.
If you choose not to use part of a service, arrive late, end the service early, reduce the itinerary, skip a stop, or decline an arranged component, the unused portion may not be refundable.
If a partial refund is approved at our discretion, it will be calculated based on the unused portion after deducting committed costs, supplier charges, driver or guide time, payment fees and other expenses already incurred.
17. Non-Refundable Items
The following items are generally non-refundable unless otherwise stated in writing: payment processing fees, bank charges, foreign exchange differences, chargeback or dispute fees, completed services, no-show bookings, late cancellations, customized planning work already performed, supplier deposits, hotel, ticket, event or attraction costs subject to supplier restrictions, permits, special access fees or reservation deposits, administrative or handling fees, and services cancelled due to incorrect information provided by the customer.
18. Customer Support and Refund Requests
If you have questions about cancellations, changes or refunds, please contact us at:
HISIGHTS / HONG KONG HI TANSFERS LIMITED Room S-V18, 6/F, Vanta Industrial Centre 2-12 Au Pui Wan Street Fo Tan, Hong Kong Email: support@hisights.com
Please include the subject line: Cancellation or Refund Request.
We will review each request in good faith based on the booking terms, supplier policies, service status, timing of cancellation, costs already incurred and applicable law.
19. Governing Law
This Cancellation & Refund Policy and any dispute or claim arising out of or in connection with it shall be governed by and interpreted in accordance with the laws of Hong Kong.
The courts of Hong Kong shall have non-exclusive jurisdiction over any dispute arising out of or in connection with this Policy.