Travel FAQs & Guest Support

We help you explore China through local hosts, private experiences, photography and custom day plans. Start with an experience you like, or tell us your city, dates and interests. The experience description and your confirmed booking explain what is included.

Yes. All Uncoveredchina experiences are private, exclusively for you and the people travelling with you. We do not combine separate bookings or add other guests to your group. Your host accompanies your party only. Public attractions, restaurants and streets may still be busy; a private experience does not mean exclusive access to a venue.

Tell us what you care about: food, neighbourhoods, architecture, photography or a slower day. Small adjustments may be possible, depending on opening hours, travel time and any tickets already arranged. Changes that add time, transport or paid activities should be discussed before you agree to them.

No. A city, a date and a little curiosity are enough to start the conversation. Share the things you enjoy and anything you would rather skip. Build your trip when you are ready.

You can request someone whose profile feels right for you. Availability depends on the date, language and experience. Ask the team to confirm who will accompany you before finalising your plans.

All experiences are private. A per-person price is calculated for the number of people in your own party; it does not mean you are joining a shared tour. Where a per-group price is shown, it covers the group specified in that option. Check the group-size price table and confirm the total for your party before booking.

Only the items listed under “Included” are included. Attraction tickets, taxis, public transport, meals or tastings may be charged separately depending on the experience. Check “Not included” and the confirmed arrangements before booking.

An enquiry starts a conversation; it is not a confirmed booking. Once the team has confirmed availability, your private experience and the total price, a 100 RMB deposit per tour, per group confirms the booking. Pay the deposit through WeChat Pay or Alipay. The balance is paid at the end of the tour through WeChat Pay, Alipay or RMB cash. Foreign currency is not accepted. See our Payments, Cancellations & Refunds policy.

We do not arrange compulsory shopping stops. A local market, food stall or artisan studio may be part of the experience you choose, but you are never required to buy anything. Tell your host if you would rather focus on walking, food, architecture or another interest.

Tell us the specific allergy or dietary requirement before booking, including any risk from cross-contact. A host can discuss realistic options, but a local kitchen may not be able to eliminate an ingredient or guarantee an allergen-free environment. If that matters to your safety, agree a suitable alternative before confirming.

Many city experiences can be discussed with families in mind. Tell us the ages, preferred pace and any rest breaks or transport needs. Ask whether child pricing, tickets or equipment apply to your chosen experience; suitability depends on the route.

Contact us before booking with the practical details: stairs, walking distance, wheelchair access or how long you can comfortably stand. Old neighbourhoods and venues may have uneven surfaces or limited access. We will discuss what can reasonably be adjusted rather than assume every route is accessible.

Check the languages on the experience or host profile, and confirm your preferred language when you enquire. If you need a specific level of interpretation or specialist knowledge, explain that in advance so the team can discuss the right arrangement.

Use the meeting instructions agreed for your booking. Some experiences start at a fixed meeting point; hotel pickup may be available by arrangement and can involve separate transport costs. Confirm the location, time and how to contact your host before the day.

Message your host or the team as soon as possible, with your booking name and current location. Share a map pin or a photo of a nearby landmark if helpful. Delays can affect ticket slots and the time available; ask what is still practical rather than travel to a different meeting point without checking.

Ask before photographing people, private homes or restricted venues, and follow the rules of the place you are visiting. For a photoshoot, agree the duration, locations, image delivery and any editing or usage arrangements in advance. Drone use or specialist permissions should never be assumed to be included.

If severe weather, a closure or an event beyond our control prevents your confirmed experience from taking place, you can choose a full refund of the booking deposit or an available reschedule without a rescheduling fee. Ordinary rain does not automatically prevent a city experience; the team can discuss practical adjustments. Separately arranged tickets and supplier services follow the restrictions agreed before purchase. Check our full policy for the details.

Contact the team through your booking conversation as early as possible. For direct bookings, cancelling at least 7 days (168 hours) before the agreed start gives a full refund of the 100 RMB booking deposit; less than 7 days before, the deposit is non-refundable. A change of date depends on availability and must be confirmed with the team. Any separate tickets or supplier purchases follow the terms agreed before purchase. See our Payments, Cancellations & Refunds policy.

Ask your host first. Extra time, admission, transport or a larger group can affect availability and cost. Agree the change and the price before proceeding; an informal request should not be treated as an unlimited extension of the original booking.

If someone is in immediate danger or needs urgent medical attention, contact local emergency services first. Share your exact location with responders, then notify your host and the team when you can. Our enquiry form and ordinary messages are not emergency dispatch channels.

Do not assume that booking an experience replaces your own travel insurance. Check your policy for the activities you plan to do and ask about any cover explicitly included in the booking. Medical treatment, transport and claims arrangements depend on the relevant providers and policy terms.

Tell your host or the team what was lost and where you last had it. Contact the venue or transport provider and the appropriate local authority as needed; passport issues may also require your embassy or consulate. Keep a separate copy of your booking contact details so you can reach us from another device.