At Amour Cruise, we are committed to providing flexibility and convenience when changing or cancelling your reservation. However, to protect the interests of both guests and the cruise, we have the following cancellation and refund policy.
1. Cancellation policy
1.1. By the guest
. Cancellation 10+ days before departure date: Complimentary
. Cancellation within 10 days prior departure date: Full charge
1.2. By the unexpected weather
Incase of a cancellation by the unexpected weather, we are committed to assisting you with the following procedures:
• Reschedule: Change your departure date within 3 months of the original date at no extra charge (non-refundable).
• Full Refund: If you are unable to reschedule, a refund will be issued
• Partial Refund: For trips interrupted mid-journey, a refund will be calculated based on the services that were cancelled or not provided.
• Note:
- If you booked through a travel agent or a third-party website, all refund requests must be processed directly through that agent.
- The Cancellation of the cruise will be announced ONLY by Hai Phong Local Port Authority and often at last mins notice. Therefore, your kind understanding in this situation is highly appreciated.
1.3. By Amour Cruise - Urgent Maintenance & Technical Requirements
At Amour Cruise, the safety and comfort of our passengers are our highest priorities. To maintain our high standards of service and safety, there are rare instances where a vessel must undergo URGENT UNEXPECTED maintenance, including technical upgrades, essential room repairs, or engine maintenance.
We commit to notifying all affected guests as soon as a technical issue is identified. The guests affected by maintenance-related cancellations will be offered the following choices:
• Rescheduling: You may move your booking to a future date (within 6 months of the original departure) at no additional cost, subject to room availability.Depending on availability, we may offer to move your booking to a partner vessel of equal or higher standard.
• Full Refund: If rescheduling is not possible, a 100% refund of the amount paid to Amour Cruise will be issued.
• Our Commitment: While we strive for perfection, mechanical and technical systems occasionally require immediate attention. We thank you for your understanding as we prioritize your safety above all else.
2. Room change policy
Upgrading to a higher cabin category: Should you wish to upgrade to a higher cabin category, the cruise will charge a surcharge based on the price difference at the time of processing. This difference depends on the cabin type, departure date, and the cruise's specific pricing policy at the time the request is received.
Downgrading to a lower category: Should you wish to downgrade to a lower cabin category from your booked or current cabin, the cruise will not refund the price difference already paid, including cases where you stay fewer days than scheduled.
Issues from the cruise: If your booked cabin encounters an issue and cannot be served, you will be flexibly transferred to an equivalent category or offered a complimentary upgrade. Should you not accept the proposed solution, the prepaid cabin fee will be refunded within 2–5 business days.
All room change requests are subject to availability and the cruise's capacity at the time of the request.
Room change confirmation only takes effect once Amour Cruise sends an official confirmation in writing or via email.
3. Refund policy
The refund policy applies to cases where the guest has paid in full and has a valid cancellation request in accordance with Amour Cruise's cancellation conditions.
Refunds are only processed when the cancellation is made within the timeframe stipulated in the cancellation policy (regular days and holidays). The refunded amount corresponds to the service value after deducting cancellation fees (if any).
- Refund method: Refunds will be issued via the original payment method (bank transfer or via the original payment gateway/card).
- Processing time: Within 5–10 business days from the date of receiving all required information, depending on your bank or payment gateway.
- Refund cost: Free. However, any bank or third-party charges will be borne by the guest.
4. Refund support
For refund assistance, please contact Amour Cruise reservations team via:
- Email: booking@amourcruises.com (WhatsApp/ Zalo/ Cellphone)
- Phone: +84 96 555 7879
- Working hours: 08:00 – 20:00 (all days of the week)
Upon receiving your request, our team will verify the information and notify you of the refund processing result via official email.