Refund Policy

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

When in doubt, email hello@cruise-port.com with your purchase details and we'll work with you in good faith.

2. Your EU 14-day right of withdrawal

Under EU consumer law (Directive 2011/83/EU), you have 14 days from purchase to withdraw from a digital service contract for a full refund — unless you have already started using the service AND you expressly consented to that during checkout.

For cruise-port.com Plan My Port Days purchases, this means:

• If you have not used any paid feature within 14 days of purchase, you can withdraw and receive a full refund. Email hello@cruise-port.com to request the withdrawal.
• Once you start using a paid feature (Plan My Port Days generation, customised PDF download, full uncertainty indicators, live arrival/departure data, ship docking info, AI assistant, etc.), the digital service has begun. If you expressly consented at checkout to immediate performance and to losing the right of withdrawal once performance begins, the 14-day right no longer applies after that first use.
• We make this clear in the checkout process and ask you to confirm before payment.

3. Refund scenarios in detail

3.1 Cruise hasn't started, no features used

If your cruise has not yet started AND you have not used any paid feature, we offer a full refund upon verification of eligibility. Email hello@cruise-port.com with your purchase reference.

3.2 Cruise cancelled by the cruise line

If your cruise is cancelled by the cruise line before departure, email us with confirmation from the cruise line and we'll provide a full refund.

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 3.4 applies and you may request a full refund instead of an extension.

3.4 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.

3.5 Cruise has started — generally no refund

Once your cruise begins, we generally do not offer refunds. The Plan My Port Days product is a digital service that you can use throughout the cruise, similar to a ticket for an event you can't get back after the event starts. Exceptions to this rule are described in Section 3.6.

3.6 Material technical fault on our side

If the Services materially fail 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 — email us during your cruise at hello@cruise-port.com and we'll assess. Outcomes can include a partial refund, a credit toward a future plan, or extended access. We aim to be fair.

A material fault is one that prevents the use of a major feature for a meaningful portion of your cruise. The following are not grounds for a refund:

• 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 port skipped due to weather, 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
• Cruise itinerary changes made by the cruise line after purchase (we will regenerate affected content where practical instead — see Section 3.3)

3.7 What "use of paid features" means

For the purposes of the 14-day right of withdrawal and other refund rules, you are considered to have "used" the paid features once any of the following has happened:

• A Plan My Port Days itinerary has been generated against your account for any port of your cruise
• A customised PDF has been downloaded or generated
• The full uncertainty-indicator breakdown has been opened on any port page
• Live arrival/departure or docking data has been requested for your cruise

Simply paying for the plan, or viewing free teaser content, does not count as "use".

4. How to request a refund

1. Email hello@cruise-port.com with the subject line "Refund request — [your purchase reference]"
2. Include your account email, purchase date, and reason for the request
3. We respond within 2 business days
4. 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

• Plan My Port Days purchases that have been fully used (cruise completed and paid features used throughout)
• 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.