Cancellation Policy
We provide clear guidelines and processes for cancellations, changes, and refunds. We aim to ensure a transparent and hassle-free experience for our customers.
Cruise Booking Cancellations
Our cancellation policy varies depending on how far in advance you cancel before the cruise departure date:
- Up to 24 hours before the cruise: You can cancel your cruise without penalty.
- Less than 24 hours before the cruise or in case of a no-show: No refund will be issued (100% charge applies).
For bookings with a non-refundable deposit, the amount stated as a ‘non-refundable deposit’ portion will not be refunded under any circumstances. All cancellation notices must be received in writing via email for effectiveness and follow-up.
Tour Add-Ons Cancellations
In some cases, when other tour add-ons are required to be booked and confirmed.
- 24 hours before the cruise: You can cancel pre-booked tour add-ons without penalty.
- Less than 24 hours before the cruise date: No refund will be issued.
Please follow the process for canceling tour add-ons. Note that some tour add-ons may have specific exceptions to these policies.
Cruise Cancellations by the Company
If we cancel your cruise or if embarkation is significantly delayed, we will offer the following options:
- Full Refund: You can request a full refund.
- Future Cruise Credit: You may choose to receive a credit for a future cruise. In other words, you will be presented with other dates and times that you find suitable.
Please note any deadlines for requesting a refund instead of a cruise credit if a sailing is canceled.
Force Majeure / Act of God / Force of Nature
In the event of unforeseen circumstances beyond our control, such as natural disasters, severe weather conditions, or other extraordinary events (collectively referred to as Force Majeure, Act of God, or Force of Nature), we reserve the right to cancel or reschedule the cruise. In such cases, we will do our best to reschedule the cruise based on your and our availability. If rescheduling is not possible, you will receive a full refund.
Making Changes to a Reservation
If you need to change your reservation, such as adding a traveler, changing the date, or requiring an add-on, you can do so up to 24 hours before your activity. Please check your ticket’s “Terms and Conditions” section for the detailed policy for your specific activity.
To make changes:
Changes to the booking are best made via email, not phone. Calling is advised if you do not hear from us regarding your change.
Unlike cancellations, some changes can be made until the evening before your cruise begins and some even a couple of hours before. Please notify us as soon as you know about the change.
Examples of changes passengers may request are:
- Early/late arrival
- Tour add-ons
- Transportation options
- Increased or decreased number of passengers
To contact us about making a change:
Option 1: Replay to your confirmation email. This email will have all the required already confirmed information that we need to know about for your cruise.
Option 2: If you need help finding our booking email confirmation in your inbox, please visit the Contact Us page and fill out the contact form. Provide as many identifications as possible that match you to your already booked cruise.
Option 3: Via phone. Please have ready the information required to identify you and your booking.
Option 4: Via Chat. The website features a WhatsApp chat element, allowing you to communicate with us instantly. Please have ready the information required to identify you and your booking.
(Occasionally, customers enter the wrong email address during the booking process. As a result, the booking has gone through, yet the customer hasn’t received their confirmation.)
How to Cancel a Booking
In most cases, you can cancel your booking for a full refund up to one day before your activity.
Please check your ticket’s “Terms and Conditions” section for the detailed cancellation policy for your specific activity.
To cancel your booking:
- Replay the booking confirmation email specifying that you wish to cancel your booking.
- You will receive an email confirming cancellation along with the appropriate refund details.
Note: You must send the cancellation request using the same email address you used to make your booking, as this email address is unique.
Any requests to cancel bookings from a different email address will not be accepted.
The booking made from that address is one of the details to ensure and cross-reference the cancellation and the applicable refund to be issued and paid to the right person.
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Requesting a Refund
We strive to make every trip perfect, but sometimes things go differently than planned. Requesting a refund is easy:
Go to the xxx form, ‘Request a Refund’ and follow the instructions.
Your request and reasoning will be reviewed, investigated, and assessed by contacting the relevant people. You will be advised of the outcome within 48 to 72 hours with reasoning.
During this period, we may contact you for any other information we require to conduct a comprehensive review. You are expected to cooperate as this involves both party’s well-being.
1. Locate the booking in question on our website.
2. Select ‘Request a Refund’ and follow the instructions.
Most refund requests are processed within 48 hours. If your refund request is approved, it may take 5-7 business days from the date the refund is processed to appear on your statement, depending on your financial institution.
A refund will be issued only to the account the charge came from. No exceptions.
