Our Refund Policy | Marivorexa

This Refund Policy outlines the guidelines, timelines, and procedures regarding the return of payments made for voyages with Marivorexa. We aim to handle your requests with clarity and structure. By booking a voyage or completing a payment at our registered office, you agree to the conditions detailed in this document.

Legal Alignment and Regulatory Compliance

This document operates in alignment with the Sale of Goods Ordinance and the Control of Exemption Clauses Ordinance of the Hong Kong Special Administrative Region . These regulations help maintain balanced consumer transactions and outline standard business responsibilities.

Our guidelines are also structured to meet global transparency criteria, specifically aligning with digital platform advertising guidelines. We provide precise, upfront information about costs, deductions, and processing windows so that passengers can make informed decisions.

Reservation Holds and Booking Completion

To understand our refund criteria, it is essential to review our initial booking framework:

The 48-Hour Hold: When you select a voyage through our online portal, your seat is held for exactly 48 hours. No funds are collected online.
The Payment Finalization: To complete your reservation, you must visit our corporate office at Progress Commercial Building, 9 Irving St, Causeway Bay, Hong Kong , to pay the full amount due.
The Expired Hold: If full payment is not received at our physical office within the 48-hour window, the temporary hold expires automatically, the seat is released, and no transaction occurs.

Cancellation Framework and Refund Ratios

We understand that personal schedules can change. Passengers have the right to cancel their reservations up until the day of departure. The amount eligible for a refund is calculated based on when the cancellation notification is received by our team:

Early Cancellations (24 Hours or More Prior): If a passenger cancels their reservation at least 24 hours before the scheduled date of the journey, they are eligible for a full refund of all collected fees.
Same-Day Cancellations: If a passenger requests a cancellation on the actual day of the scheduled journey, a 50% charge is deducted from the original payment. The remaining half of the transaction will be returned to the passenger.

Strict No-Show Regulations

Passengers are required to arrive at the designated port at least 1 hour before the scheduled departure time for document screening and boarding. If a passenger fails to appear at the port within this timeframe, the booking is classified as a no-show.

A no-show is counted as a cancelled journey on the day of departure. Under these circumstances, the entire reservation fee is forfeited, and no refunds or partial returns will be entertained under any condition.

Passenger Identification and Document Failure

All passengers must carry a valid government-issued identification document on the day of travel. This document must match the passenger details provided during the office payment process.

If a passenger fails to present this mandatory identity document at the port, boarding will be denied. This outcome is classified as a cancelled voyage, and the same-day cancellation deduction of 50% will apply to the reservation fees.

Refund Processing and Banking Deadlines

Once a valid cancellation is settled, our team initiates the return of funds using the following structured process:

Information Collection: We will request your necessary bank credentials to facilitate a direct electronic fund transfer. We collect this data solely for the transaction and handle it according to local privacy laws.
Internal Processing Window: We process and release the funds from our internal billing system within 24 hours of receiving the passenger's cancellation request and bank details.
Banking Institution Timelines: While our system releases the funds within 24 hours, the duration for the balance to reflect in your personal account depends entirely on your banking institution. This settlement period can take up to 7 business days , depending on your bank provider's processing policies.

Contact and Inquiry Support

For any questions, updates, or to submit a formal cancellation request, passengers can connect with our support team through our live website or via email at cruise@marivorexa.com. Our support channels are fully active from 10:00 AM to 5:00 PM, Hong Kong Time (HKT).