Terms of Service

Please read the following terms of service carefully. Using our services indicates your agreement to comply with these terms

1. Service Description

Ctrip.com (hereinafter "we") is a professional online travel service platform that provides users with flight booking, hotel booking, vacation packages, business travel and other services. We are committed to providing users with quality, convenient, and secure travel services.

1.1 Service Content

  • Flight search, booking, changes, refund services
  • Hotel search, booking, cancellation services
  • Vacation package booking services
  • Business travel solutions
  • Travel consultation and customer service

1.2 Service Scope

Our services cover over 200 countries and regions worldwide, establishing partnerships with major global airlines, hotel groups, and travel suppliers to provide users with rich product choices.

2. User Rights and Obligations

2.1 User Rights

  • Enjoy various travel services we provide
  • Receive professional customer service support
  • Enjoy member-exclusive offers and privileges
  • Evaluate and provide feedback on service quality
  • Request us to protect personal information security

2.2 User Obligations

  • Provide true and accurate personal information
  • Comply with relevant laws and regulations and platform rules
  • Not maliciously use platform services
  • Pay relevant fees promptly
  • Cooperate with our service processes

3. Booking and Payment

3.1 Booking Rules

  • Users can search and book travel products through our platform
  • After successful booking, users will receive confirmation emails or SMS
  • Users should carefully check booking information and contact customer service if there are errors
  • Some products may require advance booking, specific details subject to product descriptions

3.2 Payment Methods

  • Support multiple payment methods including credit cards, debit cards, Alipay, WeChat Pay, etc.
  • Please ensure secure network environment during payment process
  • Orders will be automatically confirmed after successful payment
  • Orders will be automatically cancelled if payment fails

3.3 Price Policy

  • Prices we display are real-time prices and may be adjusted due to market changes
  • Final prices are subject to prices displayed at payment time
  • We promise to provide competitive prices
  • If lower prices are found, we provide price difference compensation

4. Refund and Change Policy

4.1 Flight Refunds and Changes

  • Refund and change policies are subject to airline regulations
  • Some special offer flights may not support refunds and changes
  • Refund and change fees are charged by airlines
  • Specific policies please check order details or contact customer service

4.2 Hotel Refunds and Changes

  • Most hotels support free cancellation
  • Cancellation time limits are subject to hotel policies
  • Some special offer hotels may not support cancellation
  • Specific policies please check order details

5. Privacy Protection

5.1 Information Collection

  • We collect personal information provided by users, such as names, contact information, etc.
  • We collect user behavior data to improve services
  • We collect user payment information to process orders
  • We collect user device information to provide personalized services

5.2 Information Use

  • To provide and improve our services
  • To process user orders and payments
  • To send important notifications and marketing information
  • To analyze user needs and develop new products

5.3 Information Protection

  • We use advanced technical means to protect user information security
  • We do not sell user personal information to third parties
  • We only share information with partners when necessary
  • Users have the right to request us to delete personal information

6. Disclaimer

6.1 Service Interruption

Due to network failures, system maintenance, force majeure and other reasons, our services may be temporarily interrupted. We will restore services within a reasonable time but do not assume responsibility for losses caused thereby.

6.2 Third-Party Services

Some services we provide depend on third-party suppliers such as airlines and hotels. We do not assume responsibility for third-party service issues but will assist users in resolving problems.

6.3 Force Majeure

For service interruptions or losses caused by natural disasters, wars, government actions and other force majeure factors, we do not assume responsibility.

7. Dispute Resolution

7.1 Negotiated Resolution

If users have disputes with us, they should first resolve them through friendly negotiation. Users can contact us through customer service hotline, online customer service or email.

7.2 Applicable Law

These terms of service are governed by the laws of the People's Republic of China. If negotiation fails, either party may file a lawsuit in a court with jurisdiction.

7.3 Terms Modification

We have the right to modify these terms of service based on legal and regulatory changes and business development needs. Modified terms will be published on the platform, and continued use of services indicates agreement to modified terms.

8. Contact Us

If you have any questions or suggestions about these terms of service, please contact us through the following methods:

  • Customer Service Hotline: 400-830-6666
  • Online Customer Service: 24/7 service
  • Email: contact@ctripcom.cn
  • Address: Ctrip Building, No. 1068, Tianshan West Road, Changning District, Shanghai