Our Refund Policy | Orlissavex

Orlissavex operates with a focus on transparency and clear communication regarding all service transactions. As a cruise ship operator, we understand that travel plans can shift, and we provide this policy to outline the specific procedures for obtaining a return of funds in accordance with the laws of the Hong Kong Special Administrative Region (HKSAR).

This policy is designed to be straightforward and compliant with all relevant consumer protection standards.

Eligibility for a Refund

A return of funds is primarily governed by the timing of the cancellation request relative to the scheduled departure. Because our operations involve significant logistical preparation and seat allocation, the following rules apply to all passengers:

Standard Cancellation: If a passenger initiates a cancellation request at least 24 hours prior to the scheduled date of the journey, they are eligible for a full refund of all fees paid during the booking process at our office.
Late Cancellation: If a passenger decides to cancel their trip on the actual day of the scheduled journey, a deduction of 50% will be applied to the total amount paid. The remaining 50% will be eligible for return to the individual.
Non-Refundable Scenarios: In the event that a passenger fails to show up at the designated port at least 1 hour before the journey for boarding processes, the vessel will depart without delay. In such instances of "no-show," no refunds will be issued.

The Refund Process

To initiate a return, passengers must contact our support team through the official channels. We strive to handle these requests with speed and accuracy.

Notification: Passengers should send a formal cancellation notice to our primary email address: help@orlissavex.com. Our live support team is available to assist with these requests from 10:00 AM to 4:00 PM, Hong Kong Time (HKT).
Credential Request: Once a valid cancellation is confirmed, Orlissavex will request the bank credentials of the passenger to facilitate the transfer of funds.
Internal Processing: We aim to process and release the funds within 24 hours of receiving both the cancellation request and the necessary banking details.
Bank Reflection: While Orlissavex releases the funds promptly, it may take up to 7 business days for the funds to reflect on the individual's account. This specific duration is dependent upon the processing speed of the passenger's bank provider and is outside the direct control of Orlissavex.

Payment and Validation

As our standard procedure requires all passengers to complete their reservation by visiting our registered office at Tung Wui Commercial Building, 27 Prat Ave, Tsim Sha Tsui, Hong Kong, and paying in cash, all refunds are calculated based on the official receipt issued at that time. We maintain detailed records of these cash transactions to ensure that the correct amount is returned to the validated passenger.

Operator Cancellations and Changes

In the rare event that Orlissavex must cancel a sailing due to maritime safety, mechanical issues, or government-mandated port closures, the standard deduction rules do not apply. In such cases:

Passengers will be offered the choice between an alternative sailing date or a full return of their funds.
Orlissavex is not responsible for incidental or third-party costs, such as airfare or accommodation, that are not part of the cruise booking.

Contact and Support

We are committed to resolving all refund inquiries in a professional manner. If you have any questions regarding your eligibility for a return or the status of a pending transaction, please reach out to our team at help@orlissavex.com. We operate with high-quality standards to ensure that every passenger is used fairly and that all fiscal interactions are handled with the highest level of integrity.