Draft v1. This policy must be reviewed by a Spanish/EU lawyer before publishing to the live site.
This Refund Policy applies to Cruise Pass purchases made on cruise-port.com. It is part of our Terms of Service and works together with EU consumer protection law.
1. Plain-language summary
| Situation | Refund |
|---|---|
| You haven't started your cruise yet and haven't used any paid features | Full refund |
| Your cruise was cancelled by the cruise line | Full refund |
| Your cruise was rescheduled and you can use the Pass on the new dates | No refund — we extend the access window to cover the new cruise |
| Your cruise has started, you've used some paid features, and you're unhappy with them | We assess case-by-case (see Section 4) |
| Your cruise has finished | No refund |
| You changed your mind 24 hours after purchase, before any feature was used | Full refund under EU 14-day right of withdrawal |
When in doubt, email support@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.
For cruise-port.com Cruise Passes, this means:
- If you have not used any paid feature within 14 days of purchase, you can withdraw and receive a full refund. Email support@cruise-port.com to request the withdrawal.
- Once you start using a paid feature (Plan My Port Days generation, offline content download, AI assistant, ship-return alerts, etc.), the service has begun and the 14-day right no longer applies.
- We make this clear in the checkout process and ask you to confirm before purchase.
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, no questions asked. Just email support@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 Cruise Pass access window to cover the new dates. No refund needed and no extra charge. Email us with the new dates.
3.4 Cruise has started — generally no refund
Once your cruise begins, we generally do not offer refunds. The Cruise Pass is a digital service that you can use throughout the cruise, similar to buying a ticket for an event you can't get back after the event begins.
3.5 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 your specific ports), email us during your cruise at support@cruise-port.com and we'll assess. Outcomes can include a partial refund, a credit toward a future Cruise Pass, or extended access. We aim to be fair.
3.6 What "material" means
A material fault is one that prevents the use of a major feature for a meaningful portion of your cruise. Cosmetic issues, minor bugs, or features you didn't end up using are not grounds for a refund.
4. How to request a refund
- Email support@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
- Cruise Passes that have been fully used (cruise completed, multiple paid features used throughout)
- Charges from your bank, card issuer, or currency conversion fees — refer to your bank
- Anything not purchased directly from cruise-port.com (we don't sell through third parties as of this policy version)
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 Cruise Pass holders are covered by the policy in force at the time of their purchase.
8. Contact
support@cruise-port.com — for refund requests and refund-related questions.