Terms & Conditions.

A1About us

This website is operated by Jiangxi Heyi International Travel Agency Co., Ltd. (江西和易国际旅行社有限公司), trading as HeartEase. Licence and registration details are in our Privacy Policy.

A2Using this site

By using this website you accept these terms. If you don't accept them, please don't use it.

A3Our content

We work hard to keep our itineraries, opening hours, seasonal notes and travel advice accurate, and we correct things when we learn they've changed. But scenic areas close, museums change their hours, trains reschedule and weather does what it does. Nothing on this website is a guarantee, and nothing on this website is an offer capable of acceptance. A booking exists only when we have issued a written confirmation and you have paid what the confirmation asks for.

We do not publish prices on this website's itinerary pages. Pricing is provided only in a written quotation, valid for the period stated on it.

A4Our intellectual property

The HeartEase name and logo, our photographs, our itinerary copy and the design of this site belong to us or to our licensors. You may read, print and share pages for your own personal, non-commercial use. You may not republish our itinerary copy, resell our content, or use our material to build a competing product.

A5Your content

If you send us a review, a photograph or a video, you're telling us it's yours to send. You give us permission to use it in our marketing, on our website and on our social channels.

This permission is non-exclusive and you can withdraw it. Email contact@heyitravel.cn and we will stop using your content and remove it from anything we control. You keep ownership of your work; we're only borrowing it.

A6Links and embedded content

Our site links to other sites — including Google Maps for directions. We don't control them and we're not responsible for them. Their terms and privacy policies are their own.

A7Limits

We provide this website as it is. We don't promise it will always be available or error-free. To the extent the law allows, we are not liable for loss arising from your use of the website itself. Nothing in this section limits our liability for the tours we sell — that's governed by Part B, and by Chinese law, which we do not attempt to contract out of.

A8Law and disputes

These terms are governed by the law of the People's Republic of China, and disputes go to the courts of Nanchang, Jiangxi Province.

If you are a consumer, this does not take away the protection given to you by the mandatory laws of the country where you live. You keep those rights whatever this clause says.

B1Who you are contracting with

1.1 Your contract is with Jiangxi Heyi International Travel Agency Co., Ltd., a travel agency licensed in the People's Republic of China (Licence No. L-JX-100264), trading as HeartEase.

1.2 "You" means the person who makes the booking. You confirm you are 18 or over, that you have the authority to make the booking for everyone named on it, and that you will pass on to them everything we tell you.

1.3 If you booked through a travel platform (Viator, GetYourGuide, Trip.com, Klook or another), your payment and cancellation contract is with that platform, on its terms — not on these. These terms then describe how we run your tour on the ground. Where the two conflict, the platform's terms win on money and cancellation, and ours win on the service itself.

1.4 Multi-day packages are not sold directly to travellers in the EU/UK; they are sold through platforms that act as the merchant of record. If you are an EU/UK traveller and want a multi-day tour, we will point you to our listing on one of those platforms.

B2Quotation, itinerary and confirmation

2.1 We give you a written quotation. It is valid for the period stated on it. Prices are not published on our website and are not fixed until confirmed.

2.2 A booking is confirmed when we send you a written confirmation and receive the payment that confirmation asks for.

2.3 The contract between us consists of: your booking confirmation, the quotation, the itinerary sheet, and these terms.

2.4 Under Chinese law the itinerary sheet (旅游行程单) is part of your contract. Read it. If something in it isn't what you expected, tell us before you travel, not after.

2.5 The quotation states which services are included and which are not. Unless we say otherwise, the following are not included: international flights; visas and entry permits; travel insurance; meals not listed; drinks; personal expenses; and tips. We do not solicit tips and our guides are paid properly. If you tip, it is because you wanted to.

B3Payment

3.1 Deposit: the deposit (if any) and the payment schedule are stated in your written quotation. Day tours are normally paid in full at booking.

3.2 Balance: due by the date stated on your booking confirmation. Bookings made close to departure are payable in full at booking.

3.3 If we don't receive the balance on time, we may treat the booking as cancelled by you, and clause B8 applies.

3.4 Prices are quoted in Chinese yuan (CNY / RMB). Bank charges and currency conversion costs are yours.

B4Price changes

4.1 Once we confirm your booking, the price is fixed, except for increases in transport costs, fuel, taxes, entry fees or exchange rates that are outside our control. We will show you the arithmetic.

4.2 We will not increase the price within 20 days of your departure.

4.3 If any increase exceeds 8% of the tour price, you may cancel and receive a full refund of everything you have paid us.

4.4 If our costs fall, we will pass the reduction back to you.

B5The no-shopping guarantee (regular products)

5.2 This reflects Article 35 of the Tourism Law of the People's Republic of China, which prohibits travel agencies from arranging shopping to obtain improper benefit. For our regular products we go further than the law and make it a term of your contract. Your quotation and itinerary sheet state which kind of product you are booking.

5.3 The guarantee does not cover:

• Value-priced and partner (white-label) products, whose published itineraries may include retail stops. Any such stop is listed on the itinerary sheet before you book, the time is bounded, and buying is always optional.
• Shops inside scenic areas, which are run by the venues themselves — part of the site, not something we arrange or control.
• Studios, kilns and workshops named in your itinerary, where a paid, hands-on experience is the point of the visit — for example a porcelain masterclass in Jingdezhen. Where such a venue also sells its own work, we say so in advance, and no one will pressure you to buy anything.
• Anywhere you ask to go. We are happy to take you shopping at your request.

5.4 If we break the guarantee — a retail stop on a regular product that was not in your itinerary and not requested by you — tell us within 30 days of your tour, with the date and location, and you may claim a full refund of that day's tour price.

B6Changes and transfers by you

6.1 Tell us as early as you can. We will do what we can, but suppliers may charge us, and we will pass that on.

6.2 Changes requested close to departure may not be possible.

6.3 You may transfer your booking to someone else. Under Article 64 of the Tourism Law you have this right, and we will not refuse it without good reason. Give us reasonable notice; you and the person taking your place are jointly responsible for any extra cost.

B7Changes by us

7.1 We will not change your itinerary without your agreement, other than as set out below. Under Article 69 of the Tourism Law we are not entitled to, and we don't intend to.

7.2 We may change an arrangement where it is necessary for safety, or because of weather, a scenic-area or museum closure, transport disruption, or an act of the authorities. Where we do, we will substitute something of equal or better standard, we will tell you as soon as we can, and we will explain why.

7.3 If a change is significant and you don't accept it, you may cancel and receive a full refund of everything you have paid us.

7.4 Minimum numbers. Where a product needs a minimum group size, this is stated in the quotation. If the group doesn't form, we will tell you at least 7 days before departure and refund everything you have paid, in full. (Tourism Law Article 63.)

B8Cancellation by you

Your exact cancellation schedule is stated in your quotation and booking confirmation. Where you booked through a travel platform, that platform's cancellation policy applies (clause B1.3).

Day tours and single experiences

• Cancelled in good time before the start — typically at least 24 hours: free cancellation, full refund.
• Very late cancellations and no-shows may not be refundable.

Multi-day tours

• The earlier you cancel, the more we refund.
• Deductions are limited to the deposit terms stated in your quotation and to costs we have genuinely committed and cannot recover from suppliers — which we will evidence.
• No-shows are not refundable.

We will always try to recover what we can from suppliers on your behalf and refund it to you.

B9Cancellation by us

9.1 We will only cancel your tour for reasons of safety, force majeure, or failure to reach a stated minimum group size.

9.2 If we cancel, you get a full refund of everything you have paid us, and we will help you find an alternative.

9.3 If we cancel for a reason within our control — an operational failure of ours, not force majeure and not a safety decision — and we do so close to your departure, we will also pay you compensation on top of the full refund, at the rate stated in your quotation. We are putting our own money behind our reliability.

9.4 Our liability for cancellation is limited to the refund and the compensation in this clause. We are not liable for flights, hotels or other arrangements you booked separately — which is why we ask you to insure.

B10Force majeure

Neither of us is liable for failure caused by events outside reasonable control: extreme weather and typhoons, natural disaster, epidemic, government or policy action, transport failure, civil unrest, or closure of a site by the authorities. Where force majeure prevents a tour, we will refund everything except costs already irrevocably paid to suppliers, which we will evidence to you, and we will help you to reclaim those from your insurer.

B11Visas, permits and entry

11.1 Your travel documents are your responsibility. Passports, visas, permits and health requirements are yours to arrange and to check. We are happy to advise, but advice is not a guarantee, and rules change.

11.2 This matters more in Jiangxi than in most of China, and you should read it. If you enter China under the 240-hour visa-free transit arrangement, the area you are permitted to travel in within Jiangxi Province is limited to Nanchang and Jingdezhen only. Other places we operate — Wuyuan, Sanqingshan, Wangxian Valley, Lushan — are not inside the permitted zone for that entry type, although all of Anhui Province (including Huangshan) is.

11.3 Travellers on a tourist visa, a 30-day bilateral or unilateral visa-free entry, or a Home Return Permit are not subject to that zone restriction.

11.4 Tell us which entry type you hold before you book, so we can route you legally. If you give us wrong information and an itinerary turns out to be one you are not permitted to travel, we cannot refund you, and clause B8 applies.

B12Insurance

12.1 Travel insurance is not included and you should buy it. Article 61 of the Tourism Law requires us to remind you, and we are glad to: cover for medical treatment, repatriation, cancellation and baggage is what stands between a bad day and a ruinous one.

12.2 We carry the travel agency liability insurance required of every licensed Chinese travel agency (underwritten by Sunshine Insurance Group, policy no. 13410150820250000083). Please understand what that is: it covers our liability to you. It is not personal accident or medical cover for you, and it is not a substitute for your own policy.

B13Health, fitness and accessibility

13.1 Tell us at booking about any medical condition, mobility limitation, allergy or dietary requirement that affects your tour. We would much rather design around it than discover it on a mountain.

13.2 Some of what we offer involves stairs, uneven stone paths, cable cars, long walking days and high altitude by cliff-side plank trails. Where a product has a physical demand, we say so in the itinerary. If you are unsure, ask us before booking and we will tell you honestly.

13.3 We may decline a booking, or decline to continue a service, where we reasonably believe it is unsafe for you or for others. If we do this before departure, we refund you in full.

B14Your conduct

We may end a service, without refund, if your behaviour is dangerous, unlawful, or seriously disruptive to other travellers or our staff. This is not a clause we expect to use.

B15Photography

Our guides sometimes photograph tours. If you would rather not appear, say so and we will respect it, on the spot and afterwards.

B16Our guides

Guides are assigned by availability and we cannot guarantee a specific individual. All our guides are licensed. Where we name a guide in marketing material, they are an example of our team and not a promise of who you will get.

B17Suppliers and ground agencies

17.1 We deliver your tour ourselves or through suppliers — hotels, guides, drivers, workshops, ticketed sites.

17.2 Outside Jiangxi, Chinese law requires guides and vehicles to be licensed in the province where they operate. In those provinces we engage a licensed local ground agency (地接社), and in accordance with Article 60 of the Tourism Law we will name that agency in your booking confirmation.

17.3 You do not have to chase our suppliers. We are responsible to you for the tour, including the parts our suppliers deliver (Articles 70 and 71 of the Tourism Law). One contract, one point of accountability.

B18Complaints

18.1 Tell your guide, on the spot. Almost everything that goes wrong can be fixed on the day, and almost nothing can be fixed a month later.

18.2 If it isn't resolved, write to contact@heyitravel.cn within 30 days of your tour ending, with dates and details. We will acknowledge within 3 working days and respond substantively within 30 days.

B19Liability

19.1 We are liable to you for failing to perform this contract, or performing it badly, and for the failures of the suppliers we engage to deliver it.

19.2 We are not liable where the failure is caused by you, by a third party unconnected with the services we provide, or by force majeure.

19.3 Nothing in these terms limits our liability for death or personal injury caused by our negligence, or any other liability that the law does not permit us to limit or exclude.

B20Law and disputes

20.1 These terms are governed by the law of the People's Republic of China. Disputes go to the courts of Nanchang, Jiangxi Province.

20.2 If you are a consumer, clause 20.1 does not deprive you of the protection of the mandatory laws of the country where you habitually live. You keep those rights.

B21Language

These terms are published in English and Traditional Chinese. The English version prevails for direct international bookings. Translations are provided for your convenience.