Draft pending legal review. The operating entity and qualified counsel must review, complete and approve this page before public launch.
Version 2026-10-draft-2
1. Identity and qualifications
A merchant must be a lawfully registered business or an individual with the required standing, must supply true identity, contact and business qualification details, and keep them current. We verify and register merchant identity as the law requires and report merchant identity and tax information to the competent authorities as required.
Travel-agency business (such as multi-day tours and package travel) needs a travel-agency business licence; road passenger transport, transfers, diving, paragliding, water sports, dining and similar business needs the relevant licence or filing, and liability insurance where required. The licensed provider's name and licence details are shown on the product page. Products without the required qualifications may not be listed.
2. Product information and promotion
A merchant must ensure that product titles, images, prices, itineraries, inclusions and exclusions, meeting points, cancellation policies and safety notes are true, accurate and complete, and must not publish false or misleading promotion, fabricate reviews or inflate orders. The price must show every mandatory charge up front and optional extras must not be pre-selected.
3. Orders and delivery
A merchant must process bookings promptly and deliver the service at the confirmed time, content and standard. If the merchant cancels or cannot perform, it must refund in full or reschedule and bears the resulting liability. A merchant must follow the cancellation policy snapshot saved with the order.
A merchant must use qualified staff and equipment, perform its safety duties, tell customers of the risks truthfully and, if an accident occurs, give help immediately and report it.
4. Fees and settlement
The platform charges a service fee at the commission rate of the merchant's plan and category; the rate is shown in the merchant console and recorded when the order is created. After a customer pays, the amount becomes payable to the merchant once the service is completed and the agreed period has passed, and is paid on the settlement cycle; refunds are adjusted proportionally against amounts payable, and refund adjustments after settlement are deducted from later settlements.
The merchant is responsible for its own tax and invoicing duties. The platform may delay settlement where the law, a customer dispute or risk control requires, and will say why.
5. Customer information
Customer information a merchant receives from the platform to fulfil an order may be used only to deliver and support that order, never for marketing, resale or other purposes; the merchant must keep it secure and delete it when the order retention period ends unless the law requires otherwise. The merchant is an independent processor of personal information and must comply with the Personal Information Protection Law.
6. Prohibited conduct
A merchant must not steer customers around the platform, force bundled sales, leak customer information, publish unlawful content, or threaten or harass those who leave negative reviews.
7. Suspension, delisting and termination
If a merchant breaches this agreement or the law, its qualifications lapse, it is penalised by an authority, a customer complaint is upheld or there is a safety risk, the platform may delist products, pause orders or end the relationship and will notify the merchant; confirmed orders will be performed or refunded as the law provides. A merchant may end the relationship on notice but must first perform confirmed orders.
8. Liability and disputes
A merchant is liable for the services it provides and the customer losses that result, and must compensate the platform for losses caused by its unlawful conduct or breach. Nothing here excludes liability the law imposes. The laws of the People's Republic of China apply; disputes are first settled by consultation and otherwise submitted to [to be completed: chosen people's court in Hainan]. Contact: hello@hainaner.com.