Refund
Plans changed? We help
We strive for transparency. Below — full refund rules for cruise bookings on vessels of LLP "Cruise.kg".
Refund request
Enter the ticket code and phone used at purchase. A manager will contact you within 2 hours.
Refund terms
24+ hours before100%
12–24 hours before50%
Less than 12 hoursin points
Refund in points earns 5% more — and they stay valid all season.
Refund amounts on Customer cancellation
| Cancellation period | Refund | Terms |
|---|---|---|
| 24 hours or more before departure | 100% | Full refund to original card |
| 12–24 hours before departure | 50% | Half refund |
| Less than 12 hours | 0% | No refund |
Provider-initiated cancellation
If we cancel due to weather (winds 12+ m/s, storm, lightning), technical reasons, or captain illness — Customer receives:
• 100% refund
• 200 KGS bonus for future booking
• Alternative: free reschedule to any date this season
Date reschedule
• First reschedule — FREE if notified 24+ hours in advance
• Second and further — 500 KGS per operation
• Less than 12 hours — manager discretion, may be refused
How to request a refund
Contact us via:
1. WhatsApp: +996 999 912 569 (fastest)
2. Email: refund@cruise.kg
3. Account dashboard → My bookings → Cancel
Provide booking number and reason. Manager will respond within 2 hours (08:00–22:00 Bishkek time).
Refund processing time
• Decision: within 1 business day
• Card refund: up to 10 banking days from confirmation
• Bank transfer refund: up to 3 banking days
• Cash payment: cash refund at office or via transfer
Refunds processed to original payment method (payment system requirement).
Force majeure
Under force majeure (natural disasters, martial law, governmental restrictions, navigation closures) — parties are released from liability. Full refund without deductions or bonus.
Refund contacts
Customer service manager:
• WhatsApp: +996 999 912 569
• Email: refund@cruise.kg
• Hours: Mon–Sun 08:00–22:00 (UTC+6, Bishkek)
If no refund within 14 days — email info@cruise.kg with subject "Refund escalation".