This policy explains how to raise a change, cancellation or refund request with Cruvella. The outcome depends on your confirmed booking terms, any separately disclosed agency fee terms and applicable law.
Before you authorize a booking
Review the written quote, total cost, deposit, final payment deadline, passenger details and the supplier's change, cancellation and no-show rules. Check which items are refundable, which are not and whether any future cruise credit is offered instead of a cash refund.
Any Cruvella agency service fee must be identified separately before payment, together with what the fee covers and the terms that apply to its cancellation or refund. Supplier cancellation rules do not automatically determine the treatment of a separate Cruvella fee.
Requests for bookings arranged through Cruvella
Contact Cruvella using the phone or email below. Provide your booking reference, passenger name, sailing date and the change or cancellation you want to request. Do not send full payment-card details or sensitive identity documents by ordinary email.
A request is not a completed cancellation. Ask for written acknowledgement and confirmation of any effective cancellation date, supplier penalty and remaining balance. Time-sensitive requests should be raised promptly using the available contact channels.
Supplier refunds and credits
Eligibility and amounts for supplier refunds, credits and changes depend on the booked fare, sailing date, applicable deadlines and supplier terms. Promotional fares, deposits, excursions, insurance or onboard packages may have different conditions.
Cruvella can help review a request for a booking arranged through our agency, but does not guarantee a refund, a fee waiver, a future credit or a particular outcome. A credit may have expiry dates, restrictions or conditions that should be reviewed before acceptance.
Cruvella service fees
If an agency service fee applies, its amount, purpose and refund conditions will be stated separately in the quote or service agreement before authorization. Ask for clarification if those terms are missing or unclear.
This policy does not declare all agency fees non-refundable and does not override a specific agreed fee term or any mandatory consumer right. Any dispute about a Cruvella charge should be raised with Cruvella using the contact details below.
Sailing changes, supplier cancellations and timing
When a supplier changes or cancels a sailing, the available remedies depend on its notice, contract and applicable law. Review the options actually offered for that booking rather than assuming that a refund or rebooking will be available.
Approved refunds can require processing by a supplier, payment processor and bank. We do not advertise a guaranteed processing deadline. Ask who is issuing the refund, the approved amount, payment method and any available transaction reference.
Reservations made with another business
For a booking made directly with a cruise line or through another agency, contact that original booking provider. Cruvella is not an official cruise-line refund department and may not have access to or authority over a reservation made elsewhere.
Contact for changes and cancellations
For questions about this policy or a booking arranged through Cruvella, use the contact details below. Include only the information needed to locate your inquiry or reservation.
Phone: +1 (800) 243-0536Email: support@cruvella.comBusiness address: 107-58 132nd Street, South Richmond Hill, NY 11419Nothing in this policy removes rights available under applicable consumer law.