At Marivionta, we are dedicated to providing unparalleled maritime escapes within the scenic waters of Singapore. We understand that plans can change, and we aim to make our cancellation and refund process as transparent and straightforward as our voyages. This policy is governed by the laws of the Republic of Singapore, including the Consumer Protection (Fair Trading) Act, and is designed to meet the strict transparency requirements for Google Ads compliance.
1. Booking and Consultation Process
To maintain the bespoke nature of our cruises, Marivionta operates a unique hybrid booking system. While our website allows you to explore our various one-day and multi-day cruise itineraries, a final booking is only solidified through a personal consultation.
- Online Inquiry: Customers browse cruise options and submit a request via our online consultation form.
- In-Person Consultation: On the scheduled date, the customer visits our offices at Goldbell Towers, 47 Scotts Rd, Singapore 228233, to meet with a representative. This session allows for itinerary customization, safety briefings, and final service selection.
- Payment: Upon finalization of the itinerary, full payment is collected in Cash at our Singapore office. A formal receipt and booking confirmation are issued immediately upon payment.
2. Cancellation Standards
Because our cruises require significant logistical preparation—including docking permits, crew scheduling, and catering arrangements—we apply a tiered cancellation structure. The timing of your cancellation is calculated based on the scheduled departure time of your cruise.
- Cancellations with More than 48 Hours’ Notice: If you notify us of your intent to cancel at least 48 hours prior to the scheduled departure time, you are eligible for a Full Refund (complete) of the service fee paid.
- Cancellations with Less than 48 Hours’ Notice: Cancellations made within the 48-hour window immediately preceding the departure time will incur a 50% Cancellation Fee. In this instance, 50% of the total payment will be refunded to the customer.
- No-Show Policy: Failure to arrive at the designated departure point at the scheduled time without prior notification results in a "No-Show." In these cases, Marivionta reserves the right to retain the Full Payment (complete deduction) to cover the operational costs already incurred for the voyage.
3. Refund Methodology and Disbursement
As all initial payments are made in cash at our office, we offer two primary methods for the disbursement of refunds.
A. Cash Refunds
Customers who prefer immediate resolution may visit our office at Goldbell Towers during our operational hours (Monday to Friday, 9 AM to 6 PM HKT). Upon validation of the booking receipt and identification, the eligible refund amount will be provided in cash.
B. Bank Transfer Refunds
For customers unable to visit our office, we offer refunds via bank transfer to a Singapore-based bank account.
- 1.Request Initiation: The customer must request a bank transfer via our official communication channel.
- 2.Information Security: Our team will reach out via our official email (cruise@marivionta.com) to request the necessary banking details (Account Name, Account Number, and Bank Name).
- 3.Processing Timeline: Once we have received and validated your banking information, the refund will be initiated within one (1) business day.
- 4.Reflection Period: While we initiate the transfer promptly, please note that it typically takes 9 to 10 business days for the funds to reflect in your account. This duration is subject to the processing speeds and internal policies of the receiving fiscal institution.
4. Regulatory Compliance and Fair Trading
This policy is drafted to ensure full alignment with the Consumer Protection (Fair Trading) Act of Singapore. We believe in fair dealings and clear communication. By booking a consultation and subsequently making a payment, the customer acknowledges and agrees to these terms.
Google Ads Transparency Disclosure: In compliance with Google’s editorial and professional requirements:
- We provide a clear and conspicuous explanation of our refund and cancellation terms.
- We do not use "hidden" fees; all potential deductions are explicitly stated above.
- Our physical address and contact information are validated and provided for consumer recourse.
5. Exceptional Circumstances and Maritime Safety
The safety of our passengers is our absolute priority. In the event of bad weather conditions or safety directives issued by the Maritime and Port Authority of Singapore (MPA) that prevent a cruise from departing, Marivionta will offer customers the option to reschedule the cruise at no additional cost or receive a full refund. These instances are handled on a case-by-case basis to ensure passenger safety and satisfaction.
6. Contact for Dispute Resolution
Should you have any questions regarding a pending refund or wish to dispute a cancellation charge, please contact our administrative department. We are committed to resolving all concerns amicably and efficiently.
Marivionta Administration
- Location: Goldbell Towers, 47 Scotts Rd, Singapore 228233
- Email: cruise@marivionta.com
- Operating Hours: Monday to Friday, 9 AM to 6 PM HKT
Please ensure that all cancellation requests are sent via email or delivered in person during the aforementioned business hours to ensure they are timestamped correctly for the 48-hour notice period.