This Refund Policy applies to Plan My Port Days purchases made on cruise-port.com. It is part of our Terms of Service and works together with EU consumer protection law (in particular Directive 2011/83/EU on consumer rights).
A Plan My Port Days purchase is per cruise plan, not per person — one purchase covers the whole travelling party on a single named cruise.
1. Plain-language summary
| Situation | Refund |
|---|---|
| Any reason, within 14 days of purchase | Full refund, no questions asked — even if you've already used your plan |
| Your cruise was cancelled by the cruise line | Full refund |
| Fewer than 75% of your cruise's ports had full coverage at purchase time | Full refund |
| Your cruise was rescheduled and you can use the plan on the new dates | No refund needed — we extend the access window to cover the new cruise |
| More than 14 days after purchase, for other reasons | We assess case by case (see Section 3.4) |
When in doubt, email hello@cruise-port.com with your purchase details and we'll work with you in good faith.
2. 14-day money-back guarantee
You can ask for a full refund for any reason within 14 days of purchase, no questions asked. It doesn't matter whether you have already opened, used or downloaded your plan, or whether your cruise has already started. Email hello@cruise-port.com within those 14 days to request it.
This guarantee is in addition to your rights under EU consumer law (in particular Directive 2011/83/EU), which it does not limit.
3. Refund scenarios in detail
3.1 Within 14 days of purchase
Full refund, no questions asked — see Section 2.
3.2 Cruise cancelled by the cruise line
If your cruise is cancelled by the cruise line, email us with confirmation from the cruise line and we'll provide a full refund, also after the 14 days.
3.3 Cruise rescheduled by the cruise line
If your cruise is rescheduled, we'll extend your access window to cover the new dates. No refund needed and no extra charge. Email us with the updated booking confirmation. If the rescheduled itinerary changes the ports visited so substantially that the coverage falls below 75%, the rule in Section 3.5 applies and you may request a full refund instead of an extension.
3.4 After 14 days — case by case
More than 14 days after purchase, refunds are assessed case by case. Examples of situations we take into account: a changed ship plan, a port the cruise line skipped and couldn't replace, or the Services materially failing to work due to a fault on our side (significant downtime, broken core features, missing offline content for the cruise you have paid for, or AI generation that fails to produce any usable plan). Outcomes can include a full or partial refund, a credit toward a future plan, or extended access. We aim to be fair.
The following are generally not grounds for a refund after 14 days:
- Cosmetic issues, minor bugs, or features you didn't end up using
- Information that turned out to be inaccurate because the underlying real-world conditions changed (a museum that closed unexpectedly, a restaurant that raised its prices, etc.) — see the Disclaimers section of the Terms of Service
- AI-generated suggestions that you found unsuitable for your personal preferences, where the AI generation itself completed successfully
If something in your plan isn't right for you, you can also email us what you'd like changed — a different pace, other interests, a port day done differently — and we'll rework the plan free of charge.
3.5 Port coverage below 75% at the time of purchase
cruise-port.com aims to provide full coverage of every port your cruise visits, but the database is still being expanded. We display the coverage level for your specific cruise before you buy. If at the time of purchase fewer than 75% of your cruise's ports have full coverage, you are entitled to a full refund — email hello@cruise-port.com with your purchase reference and we'll process it.
For ports without full coverage, we provide a basic information fallback so you still have something to use, but you are not obliged to accept this in lieu of the refund.
4. How to request a refund
- Email hello@cruise-port.com with the subject line "Refund request — [your purchase reference]"
- Include your account email, purchase date, and reason for the request
- We respond within 2 business days
- Approved refunds are processed via Stripe and typically appear on your card within 5 to 10 business days
We don't offer cash refunds — all refunds are returned to the original payment method.
5. What's not refundable
- Charges from your bank, card issuer, or currency conversion fees applied by your bank — refer to your bank
- Anything not purchased directly from cruise-port.com (we don't sell through third parties as of this policy version)
- Loss or extra cost caused by information that turned out to be inaccurate due to real-world change — see the Disclaimers section of the Terms of Service
6. Disputes
If we can't agree on a refund and you believe you are entitled to one, you have the right to:
- Bring a claim through the Spanish consumer arbitration system (Sistema Arbitral de Consumo)
- Use the EU's Online Dispute Resolution platform: ec.europa.eu/consumers/odr
- Contact your local consumer protection authority
We will engage with these processes in good faith.
7. Changes to this policy
We may update this Refund Policy. Changes apply only to purchases made after the change. The "Last updated" date at the top of this page reflects the current version. Existing plan holders are covered by the policy in force at the time of their purchase.
8. Contact
hello@cruise-port.com — for refund requests and refund-related questions.