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Refund and Cancellation Policy

取消與退款政策

Document Control Number: OP2504002

Version: 1.1 | Effective Date: May 15, 2025

Purpose 文件目的

本文件釐清 Gophee 平台的預約取消、退款與改期機制，保障用戶權益與主持人合理收益，並處理特殊情況下之彈性協助流程。

This document outlines Gophee's policy for cancellations, refunds, and rescheduling, ensuring fairness to both users and hosts, with flexibility in exceptional cases.

Cancellation & Refund Policy 取消與退款時程政策

Situation 情況Refundable 是否可退款Notes 備註
Cancellation more than 10 days before the experience
體驗開始前 10 日以上取消		100% Refund
可全額退款		-
Cancellation within 10 days before the experience
體驗開始前 10 日內取消		Non-refundable
不可退款		Include no-show
包括體驗當日缺席
Booking made within 10 days of experience
體驗開始前 10 日內預約		Non-refundable
不可退款		-

Host-Initiated Cancellations 由主持人取消

若主持人取消活動，用戶將獲得以下選項：

If a host cancels the experience, the user is entitled to:

  • 100% 全額退款（包括平台費）
  • 100% full refund, including platform fees

Force Majeure & Exceptions 不可抗力與特殊情況

若因以下情況導致無法參加體驗，Gophee 將提供個別協助：
In case of the following events, Gophee may offer flexible refund or reschedule support:

  • 天災（如：颱風、暴雨、地震等）Natural disasters (e.g., typhoons, heavy storms, earthquakes)
  • 政府突發政策或限制（如封鎖令、區域禁令）Government-imposed restrictions or emergency regulations

需於體驗開始前 24 小時內主動聯絡客服並提供有效證明。
Users must contact Gophee support at least 24 hours before the experience and provide supporting documentation.

Request Procedure 取消／退款／改期申請流程

1

登入「My Booking」頁面，點選「取消或改期」按鈕。Go to "My Booking" and click "Cancel or Reschedule".

2

系統將依政策顯示退款或改期可能性與結果摘要。The system will show applicable refund/reschedule options based on policy.

3

用戶確認後，系統將自動通知主持人並開始處理流程。Once confirmed, the host will be notified and processing begins.

4

退款將於 7-14 個工作日內退回原支付方式。Refunds are issued within 7-14 business days via original payment method.

Additional Notes 附加條款

使用折扣碼、XP 或積分的部分，將視情況決定是否退回。

Discount codes or XP used are subject to refund eligibility.

平台退款以原始幣別計算，不承擔匯率差異補償。

Refunds are processed in the original payment currency. Gophee is not liable for exchange rate differences.

體驗開始後恕不接受任何取消、改期或退款申請。

No cancellations, reschedules, or refunds are accepted after the experience has started.