This dedicated Refund Policy outlines the framework, timelines, and procedures governing all bookings made with Seavirello. We operate strictly on an offline transaction model to ensure absolute clarity and direct communication with our clients. By finalizing a cruise booking through our physical office, you agree to comply with the terms stipulated within this document.
1. Office Location and Operational Hours
For all actions related to cancellation requests, booking adjustments, and refund collections, customers must interface with our administrative team. Our official facility is located at the following address:
- Address: Prestige Tower, 23-25 Nathan Rd, Tsim Sha Tsui, Hong Kong
- Operating Hours: Monday to Friday, between 10:00 AM HKT and 5:00 PM HKT
Please note that our office is closed outside of these hours and on public holidays. All cancellation notices sent via electronic communication will be time-stamped based on Hong Kong Time (HKT).
2. Standard Cancellation Timeline and Fees
Because our cruise services require meticulous coordination of personnel, onboard dining selections, and custom activity frameworks, cancellations directly impact operations. Therefore, refund eligibility is enforced according to the following strict timeline:
- Cancellations Made More Than 48 Hours Before Departure: If a customer submits a formal cancellation request more than 48 hours prior to the scheduled departure time, a full refund will be provided.
- Cancellations Made Within the 48 Hour Mark: Any cancellation notice received less than 48 hours before the scheduled cruise departure will incur a 50% penalty. Consequently, a deduction of 50% of the paid amount will be retained by the company, and the remaining 50% will be returned to the customer.
- No-Shows: Failure to arrive at the designated departure point at the scheduled time will be classified as a standard cancellation. No refunds will be made to the customer in such cases, and the entire paid amount will be forfeited.
3. Refund Execution Methods
Accepted refunds will be processed through two specific distribution pathways chosen by the customer:
Cash Transfer
Since all original bookings are settled strictly in cash, customers can choose to receive their refund in the same format. To do this, the customer must visit our office at Prestige Tower during our standard operating hours (Monday to Friday, between 10 AM HKT to 5 PM HKT). The cash amount will be handed over directly upon confirmation of identity and booking documents.
Bank Transfer
If a customer prefers a remote distribution, the refund can be executed via a local bank transfer. Once the cancellation request is accepted by our team, the customer must provide valid bank account details securely through our official email address: [email protected]. Bank details will only be collected and processed after formal approval of the cancellation.
4. Adverse Weather and Maritime Disruptions
Passenger safety is central to our cruise operations. If there are any service modifications or cancellations arising from adverse weather conditions (such as Tropical Cyclone Warning Signals or Black Rainstorm Warnings issued by the Hong Kong Observatory), instructions from maritime authorities, or other events beyond our control, we will try whatever we can to help you out.
In such scenarios, we will offer you two distinct options:
- Rescheduling your trip to a mutually agreeable alternative date.
- Availing a complete refund from us.
Refunds arising from weather disruptions or official maritime orders will be ensured using the given refund methods detailed in Section 3, granting the customer the option of either an electronic bank transfer or a physical cash collection at our office.