Last updated: 2026-05-10 · v1
Cancellation Policy
Effective Date: 2026-05-11 Last Updated: 2026-05-11 Version: 1.0
This Cancellation Policy explains what happens when you cancel a confirmed booking made through the Gvoya platform operated by GRANDROUTES GLOBAL PTE. LTD. ("Gvoya"). It supplements the Booking Terms, Refund Policy, and Terms of Service.
1. Governing Principle — Gvoya-Displayed Terms Control, Informed by Supplier Policy
The cancellation terms that apply to your booking are those displayed on the voyage detail page and confirmed at checkout on the Gvoya platform. These terms — which include the time-graded cancellation schedule, the deposit non-refundable threshold, and any voyage-specific exceptions — are part of your booking contract.
The Gvoya-displayed terms are normally derived from, and consistent with, the operating Supplier's cancellation policy for that voyage. In some cases Gvoya may display additional flexibility (e.g., a Gvoya-funded buffer, a promotional flexible-rebook window). Where this Policy or the voyage detail page expressly references the Supplier's policy (for example, ship-specific medical-evacuation rules, port-closure handling, or insolvency outcomes), the Supplier's policy applies as so referenced. In all other respects the Gvoya-displayed terms govern your booking.
Where, after a confirmed booking, the operating Supplier materially changes its underlying terms in ways that affect Gvoya's ability to honor the displayed terms (e.g., regulatory order, Supplier insolvency, Supplier-side force majeure), Gvoya will follow the handling described in §5 of this Policy and §5 of the Refund Policy, and will communicate the impact to you in writing.
2. How to Cancel
To cancel, write to support@gvoya.com from the email associated with your account (or use the in-app "Cancel booking" flow). The cancellation date is the date and time we receive your written request, evidenced by the email server timestamp.
A cancellation is final once we issue our cancellation acknowledgment; thereafter the booking cannot be reinstated and any reservation must be freshly placed at the then-current price.
3. Where to Find the Schedule That Applies to You
The cancellation schedule binding on your booking appears in three places, all reflecting the same Gvoya-displayed terms:
- Voyage detail page at the time of booking — full schedule shown in the "Cancellation" section before you confirm.
- Checkout page — summary of the schedule next to the cancellation-policy checkbox you tick to accept.
- Booking confirmation email and in-app booking detail — full schedule reproduced for your records, with hash-chained evidence linking back to the version of this policy you accepted.
If you are unsure which schedule applies to a specific booking, open the booking detail in your account or write to support@gvoya.com — we will reply with the exact schedule shown to you at the time of booking.
4. Default Schedule (Used When No Specific Schedule Is Displayed)
If the voyage detail page does not display a specific cancellation schedule (rare; typically applies to Gvoya-curated packages or last-minute discretionary inventory), the following default schedule applies:
| Time before departure | Refund of total fare |
|---|---|
| ≥ 90 days | 90% (10% non-refundable administrative fee) |
| 60-89 days | 50% |
| 30-59 days | 25% |
| < 30 days | 0% (no refund) |
5. Force Majeure (Cancellation Outside Anyone's Control)
Where the voyage is cancelled in whole or in part due to events beyond reasonable control — including but not limited to severe weather, ice conditions, mechanical failure, geopolitical instability, government action, port closure, public-health emergency (e.g. quarantine, pandemic), or war — the following Gvoya-displayed force-majeure handling applies:
- Voyage cancelled outright: full refund of fare, port fees, and Gvoya service fees, OR rebook on a comparable voyage at no penalty (your choice). Pre-paid third-party costs (flights, hotels, insurance) booked outside Gvoya are not Gvoya's liability.
- Itinerary modification: usually no refund unless the modification materially changes the trip's character (e.g., a voyage advertised to land at three Antarctic landing sites where none can be accessed for the duration). In materially-changed cases, contact support@gvoya.com — we evaluate against the originally-advertised itinerary.
- Voyage shortened: pro-rata refund per day not delivered.
In each scenario, what you receive matches what was disclosed on the voyage detail page at the time of booking. Where a particular voyage carries enhanced flexibility (e.g., flexible-rebook offers, "Cancel for any reason" add-ons), this is shown on the voyage detail page and reflected in your booking confirmation.
Where the operating Supplier becomes insolvent, refunds are limited to the funds Gvoya holds and to any available consumer-protection bond, ATOL, or trust scheme; the Gvoya-displayed schedule still defines what refund amount you are entitled to seek. Travel insurance is the primary protection for insolvency risk.
6. Cancellation by Gvoya
Gvoya may cancel a booking only in these cases:
- The voyage cannot be fulfilled by the operating Supplier
- Fraud or breach of Terms of Service or Acceptable Use Policy
- Sanctions screening (OFAC / UN / EU / UK / China MOFCOM) returns a confirmed hit on the passenger
- Court order, regulator direction, or law-enforcement request
In Gvoya-initiated cancellations under the first bullet (voyage cannot be fulfilled by the operating Supplier), the refund follows the handling shown on the voyage detail page at the time of booking — typically a full refund of all amounts paid to Gvoya, or a no-penalty rebook on a comparable voyage at your election. Where the funds are held by the Supplier, recovery is subject to §5 (force majeure / Supplier insolvency) and §3 of the Refund Policy. For the remaining cases (fraud / sanctions / legal order), the refund (if any) is determined by the Gvoya-displayed schedule and applicable law.
7. Name Changes vs. Cancellation
Where the voyage permits a name change (passenger replacement), this is shown as an option on your booking detail page on Gvoya, including the applicable fee and deadline. If you wish to change passengers instead of cancelling, contact support@gvoya.com before the cancellation deadline shown on your booking. Once a cancellation is processed, name change is no longer available.
8. Refund Mechanics
Refunds are subject to the Refund Policy:
- Returned to the original payment method (Alipay → Alipay account; WeChat Pay → WeChat balance; Stripe-processed cards → original card).
- Issued in the original payment currency at the original FX rate (no FX risk).
- Processed by Gvoya within 14 business days of cancellation acknowledgment; receipt by your bank may take additional days.
- Refund amount is determined by the schedule displayed on Gvoya at the time of booking. Where the operating Supplier holds the funds, the timing of disbursement to you may depend on the Supplier's own settlement cycle (typically 30-90 days); we keep you updated until completion.
9. Travel Insurance
A purchased travel-insurance policy may cover cancellation losses (Cancel-For-Any-Reason / CFAR coverage in particular). Insurance terms are independent of this policy; consult your insurer's documentation.
10. Special Categories
10.1 Polar / Antarctic Voyages
Polar voyages typically have stricter cancellation and require mandatory medical evacuation insurance. Pre-departure medical declarations are non-negotiable; failure to disclose may void all refunds.
10.2 Charter / Group Bookings
Group bookings (five or more cabins) operate under their own cancellation and release-back schedule, negotiated upfront.
11. Disputes
Any dispute about a cancellation or refund must first be raised with support@gvoya.com within sixty (60) days. Unresolved disputes are governed by Terms of Service §15.
12. Contact
Cancellations & Refunds: support@gvoya.com Group / Charter: groups@gvoya.com Legal: legal@gvoya.com
GRANDROUTES GLOBAL PTE. LTD. (operating Gvoya), Singapore.