Cruise.kg

Refund Policy

Updated: April 16, 2026

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: +996 555 123 456 (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: +996 555 123 456 • 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".