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 we cancel due to weather (winds 12+ m/s, storm, lightning), technical reasons, or captain illness — Customer receives:
• 100% refund
• 200 KGS bonus toward a future ticket purchase
• 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: +996 998 070 755 (fastest)
2. Email: refund@cruise.kg
3. Account dashboard → My tickets → Cancel
Provide ticket number and reason. Manager will respond within 2 hours (08:00–22:00 Bishkek time).
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. Full refund without deductions or bonus.
Refund contacts
Customer service manager:
• WhatsApp: +996 998 070 755
• 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".