Refund Policy
PT5 China Sourcing Management Co., Ltd.
Plain rules, written before you pay. This page is part of our Terms of Service and covers every service we sell.
Time packages (remote support, companion, vehicle)
A package is a service window, not a meter.
- It activates on the day you start using it and is valid that day.
- Unused hours do not carry over and are not refunded.
- We state this before you buy, and it is the reason a real person can stay available to you all day at this price.
- Overtime is charged per extra hour: Remote Support $15 · In-person companion $30 · Vehicle $10 · Companion with vehicle $40.
- Vehicle time is an add-on to a companion or remote booking; it is treated under the booking it belongs to.
Before the day starts. If you have paid for a package and have not activated it, tell us in your group and we will move or cancel it. Once a service has been triggered (an agent has travelled to meet you, itinerary or booking work has been done, or we have bought goods on your behalf), it is not refundable.
VIP membership (USD 200 a year)
- Unused membership: refundable within 7 days of purchase.
- After 7 days, unused membership is not refundable and not carried over. The membership year ends and no balance moves to the next year.
- If you have already used a benefit of the membership (a trip plan, a VIP-priced service, a kit at VIP price or a referral reward triggered by your membership), the unused part is not refundable.
- Companion time, kits, add-ons and procurement are not included in the membership fee; they are charged at your VIP rate.
Digital Survival Kits and delivery
- eSIM & App Setup, and the phone packages, are activated products: once set up or handed over, they are not refundable.
- Package A requires the phone to be returned before you leave. A lost, damaged or unreturned phone carries a $30 charge.
- Package B lets you keep the phone; the Chinese number is reclaimed at the end of the trip either way.
- If a delivery is cancelled before the agent departs, the delivery fee is refunded. Once the agent is on the way, the delivery fee is not refundable.
Emergency advance
An advance is a settlement, not a purchase: the principal plus the 4% fee (minimum ¥10) is cleared in RMB before you leave China. There is nothing to refund once it is settled. If an advance is not settled and remains unpaid 30 days after we formally request payment, we may suspend your VIP benefits, and the VIP period is not extended for that time.
Shopping and procurement
- We inspect before delivery and handle returns with the seller; the commission covers that work.
- Whether goods themselves can be returned depends on the seller's or platform's policy. Where the seller refunds, we pass the refund to you. Where the seller does not, we tell you the seller's rule rather than absorb it.
- Freight, once booked, follows the carrier's terms.
- China tax and payment fees are pass-through costs and are not refundable where they have already been incurred.
Third-party bookings (tickets, attractions, venues)
Flights, trains, ferries, attraction tickets and other third-party purchases follow the supplier's own policy. If the supplier allows a refund, we pass it back to you; if the supplier does not, we cannot refund it. We tell you the supplier's rule before you pay.
How refunds are paid
- Refunds go back through the original payment method.
- A PayPal business fee, where charged, is not refundable. PayPal personal payments carry no extra fee.
- RMB settlements are cleared before you leave China; refunds of RMB settlements follow the same channel.
- We confirm every refund in your WhatsApp group, in writing, before any money moves. Nothing is decided in a phone call you cannot point to later.
How to ask
Message your PT5 group, or write to chinapt5@gmail.com. Include the service, the date, the amount and what changed. We reply with the decision and the amount, in writing.