The Sinan Promise
Eight promises we make on every guided trek. If we break one, we refund our fee for that day.
- 01
A real person replies within 24 hours.
- 02
You see the full price breakdown.
- 03
You meet your guide on a video call before you pay the balance.
- 04
Every trail day has a Plan B.
- 05
In China, your sinan walks with you every trail day, and we answer your messages within 12 hours.
- 06
Licensed local partners and proper insurance, always.
- 07
If we break a promise, we refund our fee for that day.
- 08
Your sinan is one of our long-term partners.
How the refund works
If we break any of the promises above on a trek day, we refund our fee for that day; that is promise 7. Here is exactly what it means.
What counts as a broken promise
| Promise | Broken when | Not broken when |
|---|---|---|
| 1. Reply within 24 hours | No real person has replied within 24 hours | You wrote to an address we don’t list |
| 2. Full price breakdown | You’re charged something that isn’t on your offer | You added something yourself on the way |
| 3. Meet your guide first | Your guide isn’t the one you met on the video call, and we didn’t tell you and ask you first | Your guide falls ill, we told you in advance, offered a partner guide of the same standing, and you agreed |
| 4. A Plan B every day | A trail day is cancelled for weather and we have no other plan for you | There is a Plan B and you’d rather rest, or a sudden official closure or a natural disaster stops the day (see below) |
| 5. Your sinan with you, answers within 12 hours | Your sinan isn’t with you on a trail day, or a message you send during your trip waits more than 12 hours for an answer | You’re somewhere with no signal at all (we list those stretches before you go) |
| 6. Licensed partners, proper insurance | A partner turns out to be unlicensed, or the insurance we agreed wasn’t taken out | — |
| 8. Long-term partner guides | Your guide isn’t one of our long-term partners and we didn’t say so beforehand | You asked for a different guide |
What the price breakdown shows
Your offer lists the price by category: accommodation (all five nights together), transport and transfers, entrance tickets, meals, your guides, and our service fee. It doesn’t list each hotel’s own rate. Anything you’re charged has to sit in one of those lines; that is promise 2.
How much we refund
- That day’s fee: our service fee for the whole trek, divided by the number of days. Your offer lists our fee separately from the costs we pay on your behalf (hotels, transport, tickets); those costs aren’t part of the refund.
- Once per day: if we break more than one promise on the same day, we still refund that day once.
- Up to the whole fee: the most we refund is our full service fee for the trek.
How to ask for it
Email hello@sinantrails.com within 14 days after your trek ends. We answer within 3 working days, and once we agree, the money is back the way you paid within 14 days.
Weather and closures
Sudden official closures and natural disasters aren’t covered by these promises. If one stops a trail day, we do our best to arrange another route, but we don’t refund for it. Ordinary bad weather is what the Plan B is for (promise 4).
Your legal rights come first
This promise is extra. It doesn’t replace anything the law already gives you, such as your rights under the EU rules on package travel.