Our money-back guarantee
You pay for the cruise described on the listing. If you do not get it, you should not be out of pocket. Our money-back guarantee is simple: if something is missing, wrong, or not as described, our team reviews your case, and where your claim is valid, we refund you. This page explains what is covered, what is not, and how the review works.
The promise: if the cruise falls short of what we promised, we review it and refund you for what was not delivered.
What the guarantee covers
If any of the following happens, you have a valid claim and we will put it right:
- Not as described: the boat, route, or service was clearly different from the listing you booked
- A missing inclusion: something promised in your package, such as the meal, a transfer, or entertainment, was not provided
- The cruise did not run: the operator cancelled and no alternative date worked for you
- A booking error on our side: we confirmed the wrong date, time, or number of guests against what you ordered
- You were wrongly refused boarding: you arrived on time with a valid booking and were not let on board
What is not covered
To be fair to everyone, the guarantee does not apply in these cases:
- You changed your mind after the cancellation window: this is handled by our free cancellation policy, which gives a full refund up to 24 hours before departure
- You did not show up: arriving late or missing the departure without cancelling in time is not refundable
- The cruise delivered what was described: a preference that does not match a personal expectation, when the listing was accurate, is not a service failure
- Weather you can see on deck: cool, breezy, or briefly rainy conditions while the cruise still sailed, since boats have covered indoor seating, see weather and what to expect
How your claim is reviewed
Every claim is looked at by a real person, not a form letter. Here is exactly what we do:
- You send it: give us your booking reference, what went wrong, and a photo or video if you have one
- We investigate: we check your booking against what was promised, and we confirm the facts with the operator where needed
- We decide on merit: if your claim is valid, we approve it, and we tell you clearly either way
- We refund you: an approved refund goes to your original payment method, in euros, normally within 3 to 5 business days
For the timing in detail, see refunds and how long they take.
Full or partial refund
How much we refund depends on what went wrong:
- Full refund: when the cruise did not run, or what you received was fundamentally not what you booked
- Partial refund: when most of the cruise was delivered but a specific promised item was missing, we refund the value of that part
How to make a claim
Contact us as soon as you can, ideally during or right after your cruise while the details are fresh, and within 48 hours where possible. Send your booking reference and a short, factual description. Contact us to start a claim.
This guarantee is part of our guarantee. For what you are entitled to, see your refund rights.