Refund
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We strive for transparency. Below — full refund rules for cruise tickets on vessels of sole proprietor Toktogonov Nurlisbek Azarbaevich.
Refund request
Enter the ticket code and phone used at purchase. A manager will contact you within 2 hours.
Refund terms
Cancelled by us100%
Guest cancels before departure90%
After departure / missed0%
A guest-initiated refund is issued less a 10% handling fee. If we cancel (weather, technical) — you get the full amount back.
Refund amounts on Customer cancellation
| Cancellation period | Refund | Terms |
|---|---|---|
| Before departure | 90% | Refund less a 10% handling fee |
| After departure | 0% | Ticket is considered used |
| Missed the boarding | 0% | No refund for a missed departure |
Provider-initiated cancellation
If the trip is cancelled on our side — adverse weather (winds over 12 m/s, storm, lightning), technical reasons, captain illness — the Customer receives a FULL refund (100%), with no handling fee withheld.
Alternative, at the guest’s choice: a free reschedule to any other date within the season.
Separately: in poor weather the trip may still run, but without swimming — this is not a cancellation and no refund is made in that case.
Date reschedule
Moving a ticket to another trip is free of charge and with no fee withheld — before the trip departs, as agreed with the desk.
If the ticket has already been used or the trip has departed, a reschedule is not possible.
How to request a refund
A refund is processed:
1. Tickets bought ONLINE on the site — only at the MAIN DESK (desk 1) at Golden Sands pier, Bosteri
2. Tickets bought at a desk — at the same desk where you bought them
3. Or message WhatsApp: +996 998 070 755 — the manager will explain the steps
Provide the ticket number and the reason for cancellation. Reply within 2 hours during working hours (08:00–22:00, Bishkek).
Refund processing time
• Refunds are issued ON THE SPOT at the desk — no waiting for bank transfers
• Paid out in cash from the till, or by transfer to your e-wallet — your choice
• Online payments are refunded the same way: the site and Finik only accept payments, there is no payout through them
Come to the main desk (desk 1) at Golden Sands pier with your ticket number, or message WhatsApp +996 998 070 755.
Force majeure
Under force majeure (natural disasters, martial law, governmental restrictions, navigation closures) — parties are released from liability. A full refund is made in that case, with no deductions.
Refund contacts
Customer service manager:
• WhatsApp: +996 998 070 755
• Main desk (desk 1) — Golden Sands pier, Bosteri
• Hours: Mon–Sun 08:00–22:00 (UTC+6, Bishkek)
If no refund within 14 days of your request — message WhatsApp with the note "Refund escalation".