LiMao Travel after-sales commitments, written into the contract: double compensation for service issues; full refund on major service failures.
After-Sales Commitment — double compensation & full refund
The commitment
Our service commitments total ten, all written into the contract. For any service issue during a trip, we compensate double as agreed. If a major service failure occurs, the customer's full payment is refunded, with an additional gesture of apology.
Customers buy the experience of the whole trip, not a sum of individual services. Day-to-day issues are compensated per the standard; major failures are refunded all the way — this is our standard toward customers, and the standard we pass on to our own team.
The size of the settlement is not set by the customer's request — it is set by our standard of responsibility. In the Harbin case of February 2026, the customer asked for approximately RMB 10,000; we proactively refunded in full and added an apology gift on top.
Record: Harbin trip, February 2026
| Date | February 2026 (Chinese New Year holiday) |
| Destination | Harbin |
| Issue | Part of the services were then delivered by a supplier. Our coordination and control over the supplier failed, causing a series of problems during the trip: the guide recommended self-paid activities not agreed in advance, itinerary changes were not communicated to the customer in time, and some accommodation did not match what was promised. The responsibility was ours. |
| Customer request | Refund of the unserved portion, approximately RMB 10,000 |
| Our response | A proactive full refund, far beyond the request: the customer's total trip payment of RMB 61,280 was refunded in full (more than six times the amount requested), plus an additional RMB 2,000 gift as an apology |
| Follow-up actions | Contract with the supplier terminated; Harbin route suspended for three months for internal review; the case included in company-wide service training as a full-team example. |
Model change
Customer feedback
After receiving the refund, the customer said in our communication group:
"My family and I are very grateful for your sincerity... You are a very responsible company and will surely keep improving."
The customer later shared this handling on her Instagram. Original post: customer's original post
Our position
We do not avoid what has happened, and we accept any objective criticism. Every failure is handled to the end; every customer is taken seriously.