Booking Terms & Conditions
Our role
Jade Days provides China travel planning, itinerary design, booking coordination and concierge support. Depending on your booking, we may act as a travel planner, booking agent, itinerary organiser, travel concierge or intermediary between you and third-party travel service providers. We may begin providing planning, coordination and booking support as soon as we accept your booking request or receive the relevant planning fee, deposit or payment. Jade Days is responsible for the planning, advisory, coordination and concierge services we provide directly. Unless we expressly state otherwise in writing, we are not the owner or operator of third-party services such as airlines, rail services, hotels, attractions, restaurants, vehicles, guides, local experiences or insurance products. Third-party services may be subject to the relevant supplier's own terms, conditions, cancellation policies and operational rules.
Lead Traveller responsibility
The Lead Traveller must be at least 18 years old and confirms that they are authorised to make the booking, provide personal information and accept these terms on behalf of all Travellers in the booking, including minors. The Lead Traveller is responsible for ensuring all Travellers understand these terms, for providing accurate information, and for making all payments due under the booking.
Quotes, availability and price changes
All quotes are subject to availability and may change until the booking is confirmed in writing. Prices may be affected by exchange rates, supplier price changes, transport costs, taxes, peak-season demand, public holidays, special events, ticketing deadlines, room availability, rail ticket release rules and changes requested by you. Prices are quoted in Australian dollars unless otherwise stated. We will aim to disclose compulsory fees and known charges before you confirm your booking.
Inclusions and exclusions
Your confirmed itinerary or invoice will state the main inclusions and exclusions for your booking. Unless expressly listed as included, the Trip Price does not include international flights, domestic flights, travel insurance, visa or passport fees, meals, optional activities, personal expenses, excess baggage, gratuities, medical costs, roaming charges, laundry, shopping, costs caused by delays or missed connections, or services arranged independently by you.
Deposit, Full-Payment Bookings and final payment
Subject to your rights under the Australian Consumer Law, Jade Days may accept any of the following payment structures: (a) a percentage-deposit booking, under which a non-refundable deposit equal to 10% of the Trip Price stated in your quote or invoice is required before Jade Days begins detailed itinerary planning, supplier coordination and booking preparation; (b) a fixed-deposit booking, under which a non-refundable fixed deposit in the dollar amount stated in your quote or invoice is required before Jade Days begins detailed itinerary planning, supplier coordination and booking preparation; or (c) a full-payment booking, under which full payment of the Trip Price is required at the time of booking or within the payment timeframe stated in your quote or invoice.
In these terms, the “Deposit Component” means the deposit amount stated in your quote, invoice or product-specific conditions. The Deposit Component may be either 10% of the Trip Price or a fixed dollar amount. If a fixed dollar amount is not expressly stated, the Deposit Component will be 10% of the Trip Price unless your quote, invoice or product-specific conditions state otherwise. A fixed Deposit Component may be more or less than 10% of the Trip Price. It will only apply where it is clearly stated in your quote, invoice or product-specific conditions before you make payment. The Deposit Component forms part of the Trip Price unless your quote, invoice or product-specific conditions expressly state that it is a separate planning, booking, service or administration fee.
After we receive your Deposit Component or full payment, we may begin working with our China-based team and relevant Travel Service Providers to review and coordinate your itinerary, accommodation, transport, local experiences, restaurants, and practical pre-departure arrangements (including app, payment, and communication preparation where applicable).
Unless otherwise stated in your quote or invoice, for deposit bookings made more than 60 days before departure, the balance of the Trip Price after deducting the Deposit Component is due by the earlier of: (i) five (5) business days after Jade Days issues a final confirmation email, final payment notice, or updated invoice confirming that the main travel arrangements are ready to proceed; or (ii) 60 days before departure.
If your booking is made within 60 days before departure, if your booking includes instant-purchase or non-refundable supplier products, if earlier payment is required by relevant Travel Service Providers, or if Jade Days offers or accepts a full-payment booking, full payment will be required at the time of booking or within the payment timeframe stated in your quote or invoice. For the purposes of our Cancellation & Refund Policy, where full payment is collected upfront, the Deposit Component will be the amount stated in your quote, invoice or product-specific conditions. If no Deposit Component is expressly stated for a full-payment booking, 10% of the Trip Price will be treated as the non-refundable Deposit Component and the remaining amount will be treated as the balance component.
Some services—including but not limited to flights, rail tickets, special hotel rates, peak-season arrangements, permits, private experiences, local activities, restaurants, instant-purchase products, or non-refundable supplier products—may require earlier payment, a higher deposit, a fixed deposit, or full payment at the time of booking. We will advise you of any known supplier-specific payment requirements where reasonably possible before you confirm your booking.
Any additional supplier-enforced deposits or advance payments must be paid by the specific due date advised by Jade Days. If any payment is not received by the due date, we reserve the right to cancel your booking or treat it as cancelled by you. In that case, cancellation fees, supplier charges, unrecoverable costs, or any resulting price increases may apply under our Cancellation & Refund Policy. A booking is not secured until the required payment has cleared and we have issued written confirmation.
Payments and payment processing fees
Payments may be made by bank transfer, card payment or another payment method approved by us. Card surcharges, merchant fees, international transfer fees or payment processing fees may apply where permitted by law and will be disclosed before payment where applicable.
Traveller details and China real-name booking requirements
You must provide accurate and complete Traveller details by the deadline we request. Traveller names must be provided exactly as shown on passports, including middle names where applicable. Some travel services, including rail tickets, domestic flights, hotels, attractions and selected local experiences, may require passport details, dates of birth, nationality or other Traveller information before booking or entry. Jade Days is not responsible for refused boarding, refused entry, ticket reissue fees, lost services or additional costs caused by incorrect, incomplete or late Traveller information provided by you.
Your obligation to check documents
You must carefully check all confirmations, invoices, tickets, vouchers and travel documents as soon as you receive them. You must notify us immediately if any information appears incorrect or incomplete. Changes may not be possible later, or may involve supplier fees, reissue fees or additional costs.
Passport, visa and entry requirements
You are responsible for ensuring that each Traveller holds a valid passport, visa, permit, health document and any other entry approval required for the trip. Visa-free entry rules, visa requirements, passport validity rules and entry conditions may change at any time. Jade Days may provide general information, but we do not provide legal or immigration advice and do not guarantee visa approval, entry permission or immigration outcomes. You should verify current requirements with official government sources, airlines and relevant authorities before departure.
Health, fitness, mobility and suitability
You must ensure that the trip is suitable for each Traveller's health, fitness, mobility and personal circumstances. Some itineraries may involve walking, stairs, uneven ground, crowds, long travel days, altitude, heat, cold, limited accessibility, different food and dining conditions, or limited access to English-language services. If you are unsure whether a trip is suitable, please contact us before making a booking request. You must tell us before booking if any Traveller has a medical condition, allergy, disability, pregnancy, mobility limitation, dietary requirement or other need that may affect the trip. You must also tell us as soon as possible if any relevant medical, mobility, dietary or personal circumstance changes after booking. We will try to assist, but not all destinations, hotels, vehicles, attractions, restaurants or experiences can accommodate all needs. We cannot provide medical care, personal care or one-on-one mobility assistance unless this has been expressly arranged and confirmed in writing. Travellers with serious allergies or strict dietary requirements are responsible for making their own checks and taking appropriate precautions.
Dietary, allergy and special requests
We will communicate dietary, allergy, bedding, rooming, accessibility and other special requests to relevant Travel Service Providers where reasonably possible. Special requests are subject to availability and supplier confirmation and are not guaranteed unless confirmed in writing. Travellers with serious allergies must make their own enquiries, carry appropriate medication and exercise caution when consuming food or beverages.
Changes requested by you
If you request changes after a booking is confirmed, we will try to assist but changes are subject to availability, supplier approval and any additional costs. Changes may incur supplier charges, fare differences, reissue fees, additional service fees and price increases. Some services, tickets, rail bookings, flights, special hotel rates, permits, activities and local experiences may be non-refundable or non-changeable once confirmed.
Changes by us or Travel Service Providers
Travel arrangements may need to be changed due to weather, transport disruption, attraction closure, safety concerns, government restrictions, public holidays, supplier changes, supplier operational issues, rail or flight schedule changes, local conditions or events outside our control. Most changes will not be significant and may include changes to timing, order of visits, transport arrangements, restaurants, local experiences, or hotels of a comparable standard. If a significant change is required before departure, we will notify you as soon as reasonably possible and offer reasonable alternatives where available. Any refund, credit or additional cost will depend on the circumstances, supplier terms and your rights under applicable law. During travel, changes may need to be made at short notice due to local conditions. We will try to arrange suitable alternatives where reasonably possible. If alternative arrangements involve additional costs, we will explain these where reasonably possible before they are incurred. In urgent situations, reasonable additional costs may be payable by you.
Third-party supplier terms
All third-party services are subject to the terms, conditions, fare rules, cancellation policies, liability limits and operational rules of the relevant Travel Service Provider. These supplier terms are separate from Jade Days' terms and may affect refunds, changes, cancellations, baggage, check-in, health requirements, age restrictions and service delivery. If you would like help accessing supplier terms that apply to your booking, please ask us before confirming your booking.
Independent arrangements
We are not responsible for flights, hotels, activities, transfers, meals, tours or other arrangements that you book independently outside your confirmed Jade Days itinerary. If independently arranged services affect your Jade Days itinerary, any additional costs, missed services or changes will be your responsibility unless required otherwise by law.
Behaviour and safety
Travellers must behave respectfully, safely and lawfully. We or a Travel Service Provider may refuse service, remove a Traveller from an activity or end assistance if a Traveller's behaviour is abusive, unsafe, unlawful, intoxicated, disruptive, or likely to endanger themselves, staff, suppliers or other travellers. In such circumstances, no refund will be provided for unused services except where required by law, and the Traveller will be responsible for any additional costs.
Minors
Travellers under 18 must travel with a parent, legal guardian or authorised adult unless we agree otherwise in writing. Parents and guardians are responsible for the supervision, conduct, documentation and safety of minors throughout the trip.
Travel insurance
We strongly recommend that all Travellers purchase comprehensive travel insurance as soon as a booking is made. Insurance should be suitable for the destination, itinerary, activities, age, medical conditions and personal circumstances of each Traveller, and should cover cancellation, medical expenses, emergency evacuation, delay, missed connections, luggage, personal liability and other travel risks. Some costs caused by cancellation, illness, injury, delay, supplier failure, weather, lost luggage or unexpected events may not be recoverable unless covered by your travel insurance.
Australian Consumer Law
Our services come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies. This may include guarantees that our services will be provided with due care and skill, be reasonably fit for the purpose made known to us, and be provided within a reasonable time where no time is agreed. If we fail to meet an applicable consumer guarantee, you may be entitled to a remedy. Nothing in these terms limits any rights you may have under the Australian Consumer Law.
Liability limits
To the extent permitted by law, Jade Days is not liable for loss, delay, injury, damage, additional expense, inconvenience or missed services caused by events outside our reasonable control or by the acts, omissions, delays, defaults, information, insolvency or service failures of Travel Service Providers over whom we have no direct control. Where our liability cannot be excluded but can be limited by law, our liability is limited to the remedies required under applicable law.
