Last updated: 2026-05-10 · v1

Refund Policy

Effective Date: 2026-05-11 Last Updated: 2026-05-11 Version: 1.0

This Refund Policy describes how GRANDROUTES GLOBAL PTE. LTD. ("Gvoya") processes refunds. It supplements the Cancellation Policy, Booking Terms, and Terms of Service.

1. Refund Channels

Refunds are returned to the original payment method:

We do not redirect refunds to a different account or person, except where required by your bank's reissuance procedures (e.g., closed card → new card under same account number).

2. Refund Currency

Refunds are issued in the original payment currency at the original FX rate at the time of payment. This eliminates FX risk to you. If your bank converts the refund to a different settlement currency, that conversion is at your bank's rate; Gvoya is not responsible for any difference.

3. Processing Timelines

Where the operating Supplier holds the funds (most expedition and luxury cruises), the timing of fund return depends on the Supplier's internal cycle (typically 30-90 days); we keep you updated at every status change. The refund amount is the one set by the Gvoya-displayed cancellation schedule for your booking; the Supplier's settlement cycle affects timing of disbursement, not entitlement.

4. Amount of Refund

The amount of refund is determined by the cancellation schedule displayed on Gvoya at the time of your booking. This schedule appears on the voyage detail page, on the checkout page next to the cancellation-policy checkbox you tick, and on your booking confirmation email — all three reflect the same binding terms. The Gvoya-displayed schedule is normally aligned with, and derived from, the operating Supplier's cancellation policy for that voyage. The Cancellation Policy, the force-majeure and insolvency provisions in §5 below, and the original payment breakdown together govern the calculation.

For partial refunds, the deductions applied are those shown on Gvoya at the time of booking, which may include:

• The non-refundable administrative fee (typically 10% of total) where applicable
• The time-graded cancellation fee from the schedule shown to you at checkout
• Any third-party service fees already incurred (e.g., visa support, special-equipment rental) — only if disclosed on Gvoya before booking

We do not deduct payment-processor fees that Gvoya incurred; these are absorbed by Gvoya in fairness. We do not apply any deduction that was not displayed to you on Gvoya at the time of booking.

5. Force Majeure / Supplier Insolvency

Where a voyage is cancelled due to force majeure (weather, geopolitical, pandemic, mechanical, etc.), the handling shown on the voyage detail page on Gvoya at the time of booking applies, and is typically aligned with the operating Supplier's force-majeure policy. Typical Gvoya-displayed treatment is:

• A full fare refund or a no-penalty rebook on a comparable voyage (your choice)
• Pre-paid flights, hotels, and insurance not booked through Gvoya are recoverable only via your insurer or the relevant provider
• Where the Supplier issues a future-cruise credit (FCC) or similar instrument in lieu of cash refund, this will be expressly disclosed on the voyage detail page or in our communications to you, and your acceptance is required

Where the operating Supplier becomes insolvent or otherwise fails to remit funds it holds, the recoverable refund is limited to (a) any funds Gvoya holds on your behalf and (b) any available consumer-protection scheme (ATOL, ABTA bond, US ICCL bond, trust account where applicable). Travel insurance is the primary protection against Supplier insolvency. Gvoya will assist your claim against any applicable scheme but does not itself guarantee Supplier solvency or underwrite Supplier-side losses.

6. AI Concierge & Service Fees

Where Gvoya charges a service fee separate from the Supplier's fare:

• Pre-departure cancellations within 24 hours of booking: full service fee refund
• After 24 hours: 50% refund of service fee
• Post-departure: no refund of service fee

Where Gvoya charged a platform-membership fee (future feature), refund follows the membership tier's specific rules.

7. Disputes and Chargebacks

Before initiating a chargeback through your card issuer or payment provider:

• Contact support@gvoya.com within 60 days of the disputed transaction
• Allow 14 business days for resolution
• We will provide all evidence of the booking, your acceptance of these Terms, and the Supplier's status

A chargeback initiated without first attempting resolution may be contested by Gvoya with full transaction evidence (which includes your accepted Terms with content hash, Supplier confirmation, and audit log of every booking action).

For California residents: nothing in this Policy displaces your rights under the Song-Beverly Consumer Warranty Act, the California Civil Code §1747.10 (return policy disclosure), or the Federal Trade Commission's Telemarketing Sales Rule where applicable.

For EU/UK consumers: this Policy does not exclude statutory cooling-off periods where applicable. Note that "package travel" and "linked travel arrangements" under EU Directive 2015/2302 are subject to the consumer rights of that directive.

8. Refund of Taxes and Port Fees

Government taxes and port fees that were not actually incurred on your behalf (e.g., on a cancelled voyage) are refundable in full as part of the cancellation. Where the fee was actually incurred and remitted to a government authority, it is non-refundable. The treatment for each line item appears on your booking detail page and confirmation email.

9. Currency Conversion Reversal

If you paid in CNY and the refund is rejected by the original Alipay/WeChat account (e.g., you closed the account), we may issue a bank transfer in CNY or an equivalent USD amount at the prevailing rate. We will contact you for instructions before any cross-currency conversion.

10. Tax Implications

Refunds may have tax implications in your jurisdiction (e.g., reversal of input VAT for business bookings). Gvoya is not your tax advisor; consult a qualified professional.

11. Contact

Refund inquiries: refund@gvoya.com General support: support@gvoya.com Disputes: legal@gvoya.com

GRANDROUTES GLOBAL PTE. LTD. (operating Gvoya), Singapore.