Terms of service

Last updated: [DATE]

1. Who we are

HeyNiya is operated by [COMPANY NAME] (ABN [ABN]), [ADDRESS], Australia ("we", "us"). You can contact us at [EMAIL].

2. What we provide

We provide remote travel assistance for visitors to mainland China. This means practical guidance on how everyday things work in China, and live help communicating with people such as drivers, hotel staff, shop staff and medical staff, by message or phone.

We are not a travel agent or tour operator. We do not sell, book or arrange tours, transport or accommodation as part of this service.

3. What we do not provide

• Medical advice. We help you communicate with medical staff. We do not diagnose, recommend treatment or tell you which medicine to take.
• Legal, immigration or visa advice. We can share general practical information, but you are responsible for checking official requirements for your trip.
• Emergency services. In an emergency, call 120 (ambulance), 110 (police) or 119 (fire) first.

4. Your plan

• Trip Wingman covers up to 2 travelers for one trip of up to [X] days, starting on the date you give us.
• It includes [N] help requests. One request is one problem, from first message until it is resolved. Requests we agree are emergencies do not count toward your limit.
• We respond during our support hours, [YOUR HOURS, China time]. Outside those hours we respond to emergencies on a best-efforts basis.
• Unused requests expire at the end of your trip period.

5. Staying in touch

We contact you mainly by WhatsApp. WhatsApp is blocked on many networks in mainland China. You are responsible for having a working connection, such as international roaming or a travel eSIM. We will help you check this before your trip and agree a backup channel.

6. Payment

Prices are in US dollars and are paid in advance through PayPal. Your bank or card provider may charge currency conversion or foreign transaction fees.

7. Refunds

Our refund policy forms part of these terms.

8. Your consumer rights

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms limits those rights.

9. Our responsibility

We provide our services with due care and skill. Decisions you make during your trip remain your own. To the extent permitted by law, we are not responsible for the acts of third parties, such as transport providers, hotels, hospitals or government authorities, or for events outside our reasonable control.

10. Changes to these terms

We may update these terms. The version in force when you pay applies to your purchase.

11. Governing law

These terms are governed by the laws of [STATE], Australia.