退款政策 Refund Policy
我们理解在某些情况下，您可能会因不可控的外部因素无法按计划出行。为帮助您顺利完成取消流程并了解相关政策，请仔细阅读以下条款：
We understand that uncontrollable external factors may, at times, prevent you from proceeding with your trip as planned. To assist you in completing the cancellation process smoothly and understanding relevant policies, please read the following terms carefully.
如需取消预订，请参考以下步骤操作
Steps to Follow to Cancel Your Booking:
第一步：确认取消将可能带来的损失
Step 1: Assess Potential Cancellation Costs
在提出取消之前，我们建议您仔细计算取消可能带来的损失。每个产品都有其独立的取消条款，请务必再次查阅并确认取消的相关费用。
We recommend that you carefully calculate any potential loss due to cancellation before proceeding. Each product has its own specific cancellation policy; please review and confirm the costs associated with cancellation.
特别提醒 Important Notes:
- 所有日期和时间均以英国本地时间为准。
All dates and times are based on UK local time.
- 出发日前的天数计算：出发日当天不包含在内。
The calculation of days prior to departure excludes the departure date itself.
- 取消日期的工作日计算：
取消日期从我们收到您的取消邮件的工作日开始计算。我们的工作时间为周一至周五，09:00-17:30。在工作时间内，邮件会被接收处理。
The cancellation date is calculated based on the business day we receive your cancellation email. Our office hours are Monday to Friday, 9:00 am to 5:30 pm.
Emails are processed during these hours.
- 以下示例帮助您更好地理解取消政策 / Example to Better Understand the Cancellation Policy**:
|
出发日期 / Departure Date |
取消条款 / Cancellation Policy |
|
9月10日 / September 10 |
- 出发日前4天及以上可免费取消 Free cancellation: 4 days or more before departure； - 出发日前0-3天不可取消 Non-cancellable: 0-3 days before departure |
可免费取消的最后日期 / Last Cancellable Date: 9月6日 / September 6
如果我们在9月6日（工作日）收到您的取消邮件，您将可以免费取消9月10日出发的产品。如果9月6日为非工作日，我们将从下一个工作日开始计算取消日期，这样的话，9月10日预订将不可取消。
If we receive your cancellation email on September 6 (a business day), you will be eligible for free cancellation for the September 10 departure. If September 6 is a non-business day, the cancellation calculation will start from the next business day, making the September 10 booking non-cancellable.
第二步：发送取消邮件
Step 2: Submit Your Cancellation Request
请将您的取消请求以书面形式发送至客服邮箱： info@robingo.co.uk 。
我们的工作时间为周一至周五，09:00-17:30，在工作时间内，邮件会被接收处理。
Please submit your cancellation request in writing to our customer service email: info@robingo.co.uk. Our office hours are Monday to Friday, 9:00 am to 5:30 pm. Emails are processed during these hours.
在您的取消邮件中请包含以下信息
Please include the following information in your cancellation email:
- 预订编号 / Booking Reference Number
- 预订产品 / Booked Product
- 预订人姓名 / Name of the Booking Holder
- 出发日期/Departure Date
- 支付费用 / Payment Amount
第三步：取消确认
Step 3: Cancellation Confirmation
我们将在收到您的取消邮件后的一个工作日内回复，并确认任何可能产生的取消费用。
We will respond within one business day after receiving your cancellation email and confirm any applicable cancellation fees.
第四步：退款流程
Step 4: Refund Process
如确认有退款，您将在5-7个工作日内收到退回款项（原路退回）。
If a refund is confirmed, you will receive the refunded amount within 5-7 business days (refunded via the original payment method).*
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关于不可抗力情况
Regarding Force Majeure Circumstances
在某些不可控的外部因素影响下，您可能无法按计划成行。我们理解这种情况的特殊性，并对您的不便深表歉意。然而，根据公司政策，这类情况下的取消将依旧按照既定的取消条款处理。
In certain uncontrollable external circumstances, you may be unable to proceed with your trip as planned. We understand the unique nature of such situations and regret any inconvenience. However, according to company policy, cancellations under such circumstances will still be processed in accordance with the established cancellation terms.
建议 Recommendation
我们强烈建议您在出发前购买符合自身需求的个人旅游保险。若因不可抗力原因导致无法成行，您可向保险公司申请理赔，以保障您的经济利益。
We strongly recommend that you purchase personal travel insurance tailored to your needs before departure. In the event that force majeure circumstances prevent you from traveling, you may seek compensation from your insurance provider to safeguard your financial interests.
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本公司保留对取消条款的最终解释权
The Company Reserves the Right of Final Interpretation of the Cancellation Terms