Cancellation & Refund Policy

All Bookings — Land-Only Travel Services

TUTU VIEW Ltd

This Cancellation & Refund Policy applies to all travel services, itineraries and bookings arranged by TUTU VIEW Ltd ("we", "us", or "our"). By making a booking with us, you confirm that you have read, understood and agreed to the terms set out below.

1. How to Cancel

All cancellation requests must be submitted in writing by email and will only take effect once acknowledged in writing by TUTU VIEW Ltd.

The effective cancellation date is the date on which we receive your written cancellation request.

2. Cancellation Charges

Cancellation charges are calculated based on the number of days before the scheduled arrival date and apply to the total booking value, unless otherwise expressly agreed in writing.

Standard Cancellation Fees

  • More than 30 days before arrival: No cancellation fee, subject to supplier refundability.
  • 30–21 days before arrival: 25% of the total booking value.
  • 20–11 days before arrival: 50% of the total booking value.
  • 10–2 days before arrival: 75% of the total booking value.
  • 1 day before arrival, on the day of arrival, or no-show: 100% of the total booking value (no refund).

3. Supplier-Specific Conditions

Please note that many travel services involve third-party suppliers such as hotels, transport providers, guides and local operators.

Some suppliers may impose stricter or non-refundable cancellation terms, particularly for group bookings, special arrangements or services cancelled at short notice.

Where supplier cancellation charges exceed the standard cancellation fees above, the supplier's terms shall prevail, and you agree to bear such costs.

4. Refunds and the PTS Trust Account

  • 4.1 All customer monies are held in a Protected Trust Account operated by Protected Trust Services (PTS) (TUTU VIEW Ltd membership number [PTS MEMBERSHIP NUMBER]). Funds are ringfenced from our general business funds at all times.
  • 4.2 Any refund due will be processed only after TUTU VIEW Ltd has received the corresponding refund (if any) from the relevant suppliers.
  • 4.3 TUTU VIEW Ltd does not advance, pre-fund or guarantee refunds prior to receiving funds from suppliers.
  • 4.4 Where suppliers do not provide a refund, no refund will be due from TUTU VIEW Ltd.
  • 4.5 Refunds, where applicable, will be returned from the PTS trust account using the original method of payment unless otherwise agreed.
  • 4.6 In the event of our insolvency, PTS will administer refunds directly to eligible customers in accordance with PTS rules and, where applicable, the UK Package Travel Regulations. For further information, visit www.protectedtrustservices.com.

5. Amendments and Changes

Requests to amend confirmed bookings are subject to availability and supplier approval.

Changes may result in additional charges or may be treated as a partial cancellation, depending on supplier policies.

6. Force Majeure

In the event of circumstances beyond reasonable control, including but not limited to natural disasters, epidemics, government restrictions, border closures or other force majeure events, refunds will be strictly subject to the terms of the relevant suppliers.

TUTU VIEW Ltd does not guarantee refunds in such circumstances, save that funds held in the PTS trust account shall be distributed in accordance with PTS rules and applicable law.

7. Our Role

TUTU VIEW Ltd acts as an intermediary arranging travel services provided by third-party suppliers. We are not responsible for supplier-imposed penalties, losses or charges resulting from cancellation or amendment of services.

8. Governing Law

This Cancellation & Refund Policy shall be governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.

If you have any questions about this policy, please contact us at support@nihaoserica.com.

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