Making a reservation in advance ensures that you have the best seats and prices. Upon purchase you receive an invoice and confirmation that the order is placed. Standard processing time is 1 business day. Booking confirmation with actual train tickets is sent via email not later than 2 months prior to the departure date.
Cut-off time for canceling tickets is 3 days before departure if you booked refundable tariff. In case of urgent cancellation request contact our customer care service or go directly to the train station and cancel the ticket. Please note that we are not rail carrier and we neither own nor operate any rail station facilities.
If ticket cancellation insurance was purchased at check out tickets can be canceled up to 1 hour (during our regular office hours) before departure with non-standard cancellation fee.
In case you reservation has not been processed yet, cancellation fee is 10%. After seat assignment and tickets issuing, cancellation fee goes up. Standard cancellation fee in such cases is 30%. Not refundable tickets are not subject for any cancellation.
If you miss your train we cannot refund your tickets or modify your reservation. New tickets have to be purchased.
If you arrive to the wrong rail station or do not find your boarding platform, if you do not have valid travel documents, such as passports and visas, your tickets are not refunded or modified. You need to purchase new tickets.
We recommend for all our Clients to obtain trip insurance. In event of trip cancellation or interruption, this may be the only source of reimbursement. Our recommendation is to obtain Travel Guard Insurance.
Standard deadline for submitting modifications is 3 business days before the actual train departure. Standard processing time of modification request is 1 business day in case there is no delay from the carrier. If you missed the deadline, contact our customer care service or go directly to the train station and change the tickets. Tickets can be modified for a flat fee of 40 USD per ticket. In case you choose non-flexible ticket, no modifications are possible.
PROVIDING TRAVELERS’ DETAILS
On our site you can make a reservation without providing travelers’ details. In such cases, details should be provided within 48 hours after the order is placed. If you do not provide travelers' details within 48 hours, your order will be canceled with a 10% fee of the total amount paid, but no less than 10$ per ticket.
Child discounts or any other discounts are displayed on our website during reservation process.
When you purchase services using a credit card, processing banks impose credit card fees. We cover these fees ourselves and we work with our payment partner Firebird Tours (8751 W Broward Blvd, Suite 502, Plantation, FL 33324, USA) to ensure that you are not charged cross-border fees by card-issuing banks. Thus, your payments will be processed through a merchant account residing in US.
If you were unhappy with our services and have a claim, please submit it in writing within 30 days from departure date. All claims must be submitted to [email protected]. Our standard processing time for claims is four weeks. If it is determined that services were not delivered as promised or quality of services was substandard, we issue a full refund.
However, we do not issue refunds if circumstances in basis of the claim are objectively outside of our control. This includes, but not limited to, issues with your air tickets, hotel accommodation, visas and strikes.
We reserves the right to request additional information from its customers to prevent fraudulent activity and ensure safe transactions.
LIMITS OF RESPONSIBILITY
We are not responsible for any injury, loss, death, inconvenience, delay, or damage to personal property in connection with the provision of any services, whether resulting from, but not limited to, acts of God or force majeure, illness, disease, acts of war, civil unrest, insurrection or revolt, animals, strikes or other labor activities, criminal or terrorist activities of any kind, overbooking or downgrading of services, food poisoning, mechanical or other failure of train or other means of transportation, or for failure of any transportation mechanism to arrive or depart on time. Company is not responsible for delays, changes, or cancellation costs resulting from incorrect, incomplete, or expired traveler documents.
Clients specifically release Company from any and all claims for loss or damage to baggage or property, or from personal injuries or death, or from loss or delay, arising out of the acts, omissions, or negligence of rail carriers.
TRAVEL ADVISORIES, WARNINGS
It is the responsibility of Client to become informed about the most current travel advisories and warnings by referring to the appropriate travel advisories issued by their country. In the event of an active Travel Warning against travel to the specific destination location(s) of the trip be issued by Client’s home country, or by any other country, and should the Client elect to travel, notwithstanding any travel advisory or warning, the Client assumes all risk of personal injury, death, or property damage that may arise out of events, such as those advised or warned against.
Any controversy or claim arising out of or relating in any way to these Terms and Conditions shall be settled solely and exclusively in competent courts of Honk Kong.