Cancellation and Refund Policy – CruiseMatez

Last Updated: [8-Aug]

At CruiseMatez, we value our customers and aim to provide flexible options while also adhering to the policies of cruise operators. This Cancellation and Refund Policy explains the terms under which cancellations, amendments, and refunds are handled for bookings made through our platform.

1. General Cancellation Rules

• - All cancellations must be made in writing via email or through your CruiseMatez account.
• - The cancellation request will only be effective once acknowledged by our team in writing.
• - Service fees charged by CruiseMatez (if applicable) are non-refundable.
• - Refunds are subject to the terms of the respective cruise line and may vary depending on the operator.

2. Cancellation by Customer

If you choose to cancel your booking, the following rules typically apply (subject to cruise operator policies):

• 90+ days before departure: Full refund, minus administrative/service fees.
• 60–89 days before departure: Refund of up to 75% of booking cost, minus service fees.
• 30–59 days before departure: Refund of up to 50% of booking cost, minus service fees.
• Less than 30 days before departure: No refund is guaranteed unless otherwise stated by the cruise operator.

3. Cancellation by Cruise Operator

• If the cruise line cancels the sailing due to unforeseen circumstances (mechanical issues, weather, pandemics, etc.), you will be entitled to a full refund or credit voucher as per the operator’s policy.
• CruiseMatez will assist you in claiming refunds but cannot be held liable for delays or policies enforced by the cruise operator.

4. Amendments and Rescheduling

• - Changes to travel dates, names, or cabins may be allowed but are subject to cruise line approval and additional fees.
• - Any fare difference between the original and modified booking must be paid by the customer.
• - Amendment requests made less than 15 days before departure may not be accepted.

5. Refund Process

• - Once a cancellation is approved, refund requests will be processed within 7–10 business days by CruiseMatez.
• - Depending on the cruise operator’s processing time, refunds may take up to 30 business days to reflect in your account.
• - Refunds will only be made to the original mode of payment.

6. Non-Refundable Bookings

• - Certain promotional fares, discounted packages, or last-minute deals may be marked as non-refundable.
• - In such cases, no refund or credit will be issued upon cancellation.

7. No-Show Policy

If you fail to check in on time or do not board the ship for any reason, you will be considered a "no-show," and no refund will be provided. Cruise lines strictly enforce boarding cut-off times.

8. Force Majeure

We are not responsible for cancellations or refunds caused by circumstances beyond our control, including natural disasters, political unrest, pandemics, or port authority restrictions. In such cases, refunds or credits will be handled according to the cruise operator’s policies.