1. Current payment status
Hello Shanghai's public payment gateway is not active unless the app presents a working verified checkout. Free trials, admin-granted memberships, and unpaid beta access have no purchase price and therefore are not refundable.
2. What this policy will cover
When payments are enabled, this policy will apply to amounts collected directly by Hello Shanghai for products such as a seven-day Night Out Free pass or a membership. It does not apply to money paid directly to meetup hosts, venues, promoters, ticket sellers, transport providers, or other third parties.
3. Refunds normally available
You may request review of a refund where:
- You were charged more than once for the same order.
- A payment was confirmed but the purchased access did not activate because of a Hello Shanghai system failure.
- The app charged an incorrect amount.
- The purchase was unauthorized and you promptly report it with reasonable supporting information.
- A refund is otherwise required by applicable law.
4. Digital access and change-of-mind requests
Paid access is a time-limited digital service that may activate immediately after verified payment. Before payment, the checkout will clearly ask you to request immediate activation and acknowledge this Refund Policy.
After access has activated or been used, a change of mind, changed travel plan, failure to attend, venue refusal, dress-code issue, late arrival, promoter or venue change, or failure to meet a third party's conditions will not normally qualify for a refund unless applicable law requires otherwise or Hello Shanghai caused the material service failure.
Mandatory consumer rights under applicable law always override any narrower statement in this policy.
5. Night Out Free
- The seven-day period begins when server-verified access activates, unless checkout states otherwise.
- The pass provides access to information and eligible offers; it does not guarantee venue admission.
- Venues and promoters may change capacity, identification, age, dress, arrival-time, or guest-list conditions.
- If Hello Shanghai cannot provide the paid in-app access because of its own technical failure, we will restore the access period or approve an appropriate refund.
6. How to request a refund
Email us as soon as reasonably possible and normally within seven days after the charge. Include:
- The account email.
- Order or transaction reference.
- Payment date, amount, and provider.
- A short explanation and any useful screenshot that does not expose full payment credentials.
We will acknowledge the request, investigate available records, and communicate the decision within a reasonable period. Approved refunds are sent through the original payment method where possible. Provider and bank processing may take approximately 5–10 business days after approval.
7. Direct meetup and third-party payments
Hello Shanghai does not collect or control fees paid directly to a meetup host, venue, promoter, or other third party. Refund questions for those payments must be addressed to the recipient under the terms you agreed with them. Report misleading or unsafe payment conduct in the app.