Refund & Cancellation Policy

This Dedicated Refund and Cancellation Policy outline the rules, conditions, and procedures regarding cancellations, no-shows, and processing refunds for local cruise bookings made with Zelorivique.

By finalizing your cruise booking at our office, you agree to follow the terms specified below.

1. Cancellation Windows and Fee Structure

All cancellation requests are assessed strictly based on the timeframe in which we receive your notification relative to your scheduled cruise departure time.

The policy structure applies to all standard local day cruises, multi-day journeys, and custom cruise charters:

• More than 48 Hours’ Notice: If you notify us of your cancellation more than 48 hours prior to your scheduled departure time, you will receive a full refund of the total amount paid.
• Between 24- and 48-Hours’ Notice: If you notify us of your cancellation between 24 and 48 hours prior to your scheduled departure time, a 50% cancellation fee will apply. You will receive a refund equal to half of the total amount paid.
• Less than 24 Hours’ Notice: If you cancel your cruise less than 24 hours before the scheduled departure time, no refund will be provided. The total amount paid is retained by the company to cover operational preparation costs.

2. Notification Requirements

To ensure a cancellation request is recorded within the accurate time window, you must submit your request through one of the following official channels:

1. Email Notification: Send an explicit cancellation notice from your registered email address to cruise@zelorivique.com. The time stamp of the received email serves as the official time of the request.
2. In-Person Notification: Visit our physical office during standard operational hours to file a cancellation request with a company representative.

Important Notice: You must inform the company of a cancellation at least 24 hours before the scheduled cruise departure time. Failure to notify us prior to this 24-hour mark completely invalidates eligibility for any form of fiscal return.

3. No-Show Policy

Punctuality is necessary for maritime departures within Hong Kong waters.

• If a customer or group fails to arrive at the designated boarding area or departure point by the scheduled time, the situation will be formally classified as a No-Show.
• No-shows are considered as immediate cancellations made with less than 24 hours notice.
• The company will provide no refund, compensation, or alternative rescheduling opportunities to customers who miss their scheduled departure time.

4. Refund Payment Methods

Once a cancellation request is reviewed and officially accepted according to the windows outlined above, the refund will be executed using one of two methods. You can select your preferred method during the cancellation process:

Method A: Bank Transfer

• Procedure: If you choose a bank transfer, you must provide your local bank account details to us via email at cruise@zelorivique.com after your cancellation request is accepted.
• Corroboration: For protection and compliance purposes, the name on the bank account must match the name of the customer who registered the initial booking.
• Timeline: The company will initiate the transfer after verifying the account details.

Method B: Cash Return

• Procedure: If you choose a cash refund, you must physically visit our head office.
• Office Address: Harbour Commercial Building, 122 Connaught Rd Central, Sheung Wan, Hong Kong
• Requirement: You must present valid identification along with the original physical payment receipt issued to you at the time of booking. The accepted refund amount will then be paid out directly in cash.

5. Weather and Safety Cancellations

As a maritime operator in Hong Kong, Zelorivique adheres strictly to the safety regulations set by the Marine Department.

If a cruise is cancelled by the company due to severe weather alerts (such as a Typhoon Signal No. 3 or above, or a Black Rainstorm Warning issued by the Hong Kong Observatory) or sudden safety directives, the standard cancellation fees will not apply. In these situations, our representatives will work with you at our office to arrange an alternate date or provide a direct settlement.

6. Privacy of Banking Data

Any bank details shared with us via email to facilitate a refund are considered with strict confidentiality. This information is used solely for processing your transaction and is managed in full accordance with the Personal Data (Privacy) Ordinance (PDPO) of Hong Kong.

7. Contact Details

For inquiries or to file a cancellation notice, please connect with us directly:

• Email Address: cruise@zelorivique.com
• Office Location: Harbour Commercial Building, 122 Connaught Rd Central, Sheung Wan, Hong Kong