Mandarin Oriental Prepaid Cards Terms and Conditions

Mandarin Oriental Hotel Group Limited
Prepaid Cards Terms and Conditions
August 2025

Article 1 – Purpose

These Terms and Conditions govern the issuance, purchase, use, return, and management of Mandarin Oriental Single-Purpose Commercial Prepaid Cards (“Mandarin Cards”)(文华卡), issued by Mandarin Oriental (Shanghai) Business Management Co., Ltd. (“Issuer”) in accordance with applicable laws and regulations.

Article 2 – Definitions

"Issuer": Mandarin Oriental (Shanghai) Business Management Co., Ltd.
"Mandarin Cards": Single-purpose prepaid cards redeemable against direct hotel charges at Participating Properties.
"Purchaser": An individual or entity who purchases a Mandarin Card. For clarity, a Cardholder who receives a Mandarin Card from a Purchaser shall not be deemed a Purchaser under these Terms and Conditions.
"Cardholder": An individual or entity who uses a Mandarin Card.
"Participating Properties": Mandarin Oriental hotels and resorts in Mainland China participating at the time of redemption.
"WeChat Mini-Program": The "Mandarin Card WeChat Mini-program" (文华卡微信小程序) for card-related transactions, including purchase, transfer, and termination.

Article 3 - Card Types and Functions

Mandarin Cards may be physical cards, bearing a serial number using passcode or virtual cards in electronic formats, using passwords, serial codes, graphics, or other electronic forms as carriers. Mandarin Cards possess payment functionality and can be used to purchase specified goods and services sold by Participating Properties. Mandarin Cards cannot be used at outsourced facilities or for non-designated goods and services.
Mandarin Cards are unnamed. The Issuer, the Participating Properties and their respective affiliates are not responsible for Mandarin Cards which are lost, stolen, or destroyed. The Purchasers or Cardholders shall be responsible for safekeeping their Mandarin Cards and the passcode or other verification tool for the Mandarin Cards. Any person who uses a Mandarin Card will be deemed a valid Cardholder as long as such person is able to provide a valid means of verification, including passcode, QR code or other means of verification. Neither the Issuer nor any Participating Property shall be liable to any person for accepting a redemption made by a person providing the valid means of verification. The Issuer reserves the right to cancel a Mandarin Card if we believe that the card was obtained through fraudulent or unauthorized means.
Mandarin Cards may not be declared lost, recharged, cashed in or exchanged for cash. No interest, dividends or any other benefits shall accrue on the funds in the the Mandarin Cards, and such funds may not be transferred or moved to any bank account or online payment account.

Article 4 - Card Value and Validity Period

Each Mandarin Card has a maximum denomination of RMB 1,000. The Issuer may decide the denomination of each Mandarin Card within such limit. The Issuer may bundle multiple Mandarin Cards with denominations not exceeding RMB 1,000 each for sale.
Each Mandarin Card is valid for 3 years from the date of purchase. Upon expiration, the card validity automatically extends monthly, subject to management fees outlined in Article 8.

Article 5 - Purchase Methods

Mandarin Cards may be purchased online via the WeChat Mini-Program or directly through the Issuer’s corporate sales team.
When a Purchaser buys Mandarin Cards in a single purchase of 10,000 yuan (inclusive) or more, the Purchaser and its agent must show valid identity documents. The Issuer will keep the Purchaser's and agent's names or entity names, valid identity document numbers, and contact information for record. Valid personal identity documents include resident identity cards, household registers, military identity documents, armed police identity documents, Hong Kong, Macao, and Taiwan residents' permits, passports, etc. Valid entity identity documents include business licenses, public institution legal person certificates, and organization code certificates, etc.
The following purchases may only be made by way of bank transfer, and cash will not be accepted: (a) a single purchase of Mandarin Cards by an entity with a total of RMB 5,000 or more, (b) a single purchase by an individual of Mandarin Cards with a total of RMB 50,000 or more; or (c) any purchases made other than on-site with the Issuer directly. The purchaser shall provide valid ID documents for verification.
Upon request by the Purchaser, the Issuer will issue a fapiao to the Purchaser in accordance with applicable laws and regulations. The Purchaser may request for an electronic fapiao through the prompts provided by the relevant sales channels after purchasing the Mandarin Card. The issuer will send the electronic fapiao to the Purchaser’s designated phone number or email address. The Issuer will not be liable for the Purchaser’s failure to provide correct information, including without limitation VAT information, personal or entity name, entity social credit number, bank information, or contact details.
The fapiao amount requested by the Purchaser must match the amount stated on the purchase order. The fapiao content must comply with national laws and regulations.
Fapiao will not be issued to Cardholders who are not Purchasers.

Article 6 - Transfer Procedures and WeChat Binding

A Cardholder may assign a Mandarin Card to a dedicated recipient via the WeChat Mini-Program. For a transfer made via WeChat Mini-Program, the recipient must confirm acceptance of the transfer within 48 hours. Unaccepted transfer will revert back to the original Cardholder. During such 48-hour period, the Mandarin Cards being transferred will be locked, non-refundable, and non-redeemable. The Cardholder may also transfer a Mandarin Card by providing the serial number and password of the Mandarin Card to a transferee. Any Cardholder who provides the correct password will be deemed the lawful transferee.
The Issuer or any Participating Property will not be liable for any errors made by a Cardholder in transferring the Mandarin Cards, including without limitation, designating a wrong recipient.
A Purchaser may bind a Mandarin Card with a WeChat account user following the instructions on the WeChat Mini-Program. A physical Mandarin Card Cardholder may also bind the card with a WeChat account user or cell phone number following the instructions on the WeChat Mini-Program. Once bound to a WeChat account user or cell phone number, the Mandarin Card cannot be transferred.

Article 7 - Usage of Mandarin Cards

When using the Mandarin Card, the Cardholder shall follow the instructions stated on the WeChat Mini-Program by showing the QR code or card number and passcode to staff of the Participating Property or using the Mandarin Card number and passcode to pay, where available.
Any charges in excess of the Mandarin Card's balance must be settled with Alipay, WeChat Pay, bank cards, cash or other designated payment method specified by the Participating Properties.

Article 8 - Service Fees

There will be no service fees during the validity period for the Mandarin Cards.
Upon expiration, a Mandarin Card will be automatically renewed on a month-to-month basis. During the renewal periods, a management fee of RMB 30 per month per Mandarin Card (regardless of the amount of the balance) will be deducted from the balance on the first day of each month until the balance reaches zero. For the avoidance of doubt, if Mandarin Cards are sold as a bundle, the monthly management fee of RMB 30 will apply separately to each card in the bundle.

Article 9 - Rights and Obligations of the Issuer

The Issuer will keep the personal information of the Purchasers and Cardholders according to the Mandarin Oriental Hotel Group Privacy Policy.
The Issuer will provide customer support for usage guidance, and assist with any dispute resolution between any Cardholder and the Participating Property provided that in no event shall the Issuer be liable to the Cardholder or any person for any negligence or defect by the Participating Property in providing the goods or services.
The Issuer retains the right to adjust card balances due to any confirmed transactional errors.

Article 10 - Rights and Obligations of Purchasers and Cardholders

A Purchaser or Cardholder must maintain card security and use the Mandarin Card according to these Terms and Conditions and the policies made by the Issuer and Participating Properties from time to time.
A Purchaser or Cardholder is prohibited from reselling the Mandarin Cards.
A Purchaser or Cardholder may not use the Mandarin Cards for any unlawful activities or purposes.
By activating or using the Mandarin Cards, the Cardholder agrees to and agrees to be bound by the Mandarin Oriental Hotel Group Privacy Policy.

Article 11 - Refund and Cancellation

Mandarin Cards are only refundable, without interest, to the Purchaser within 7 days of purchase, provided the subject Mandarin Card remains unused. A Mandarin Card, if refunded, will be cancelled by the Issuer.
Any refund request must include the original invoice or fapiao (if issued), valid ID or entity registration certificate matching the purchaser, and bank transfer details. Refunds will only be processed via the original payment method.
The refund amount, if applicable, will be limited to the net amount actually paid for the Mandarin Card, after deducting any discounts or promotional benefits. For example, if a Mandarin Card was purchased at a discounted price, the refund will reflect the discount amount. If any promotional benefits offered in connection with the card purchase have been used, the retail value of such benefits at the time of the refund will be deducted from the refund amount.
Subject to satisfying the conditions for refund set out in this clause, the refund will be processed within 30 days.

Article 12 - Dispute Resolution

Any dispute relating to or arising from these Terms and Conditions shall be submitted to the court where the Issuer is located for resolution.

Article 13 - Liability for Breach and Loss

The Issuer shall not be liable for the Purchaser or Cardholder for any loss suffered for reasons beyond the control of the Issuer, including technical malfunctions, power failures, bank issues, or force majeure.
The Issuer is not liable to the Purchaser, Cardholder or any person for any negligence or defect by the Participating Property in providing the goods or services, and the Purchaser/Cardholder shall seek remedies from the relevant Participating Property only.
Any obligations owed to a Purchaser or Cardholder with respect to the Mandarin Card (excluding the goods and services redeemed by the Mandarin Card) are solely the responsibility of the Issuer and no other person or entity, including (but not limited to) any affiliates of the Issuer or any Participating Property, owes any obligation to any Purchaser or Cardholder with respect to his or her Mandarin Card.

Article 14 - Amendments

These Terms and Conditions are established by the Issuer, who reserves the right to amend them as necessary. Amendments will be appropriately announced through the Issuer’s official website, WeChat Mini-App, or other designated channels. Any changes or adjustments to these Terms and Conditions shall become effective on the date specified in the announcement, without individual notice to Purchasers or Cardholders. Purchasers and Cardholders are responsible for regularly checking the Issuer’s official website, WeChat Mini-App, or other designated channels for updates. Continued purchase and/or use of the Mandarin Cards after such amendments have taken effect shall constitute acceptance of these amended Terms and Conditions. Purchasers or Cardholders who do not agree to such amendments should fully utilize their Mandarin Card balance before the amended Terms and Conditions become effective and cease using the Mandarin Cards thereafter.

Article 15 - Termination of Services

The Issuer may terminate the redemption of the Mandarin Cards at any time by giving a 30-day advance notice to the Cardholders. Upon termination and before expiration of the respective Mandarin Cards, the Cardholders may request refunds of the balance free of charge.

Article 16 - Governing Law and Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of the People's Republic of China.

Article 17 - Contact Information

Issuer: Mandarin Oriental (Shanghai) Business Management Co., Ltd.
Customer Service Hotline: mandarincard.cn@arconbrands.com