Refund & Cancellation Policy
We understand that travel plans can change. This Refund & Cancellation Policy explains how cancellations, no-shows, and rescheduling requests are handled for bookings made with Hills and Cruise Houseboats.
How to Cancel
All cancellation and rescheduling requests must be made in writing by email to admin@hillsandcruise.com from the email address used at the time of booking. Cancellation requests made only by phone call, WhatsApp message, or social media will not be accepted as valid, but you are welcome to call us at +91 98951 53777 for guidance before sending your written request. The cancellation will take effect from the date and time we receive your email, and the applicable refund slab (see below) will be calculated accordingly.
Cancellation & Refund Slabs
Unless a different policy is specified in writing for your specific package or promotional offer, the following slabs apply, calculated from the number of days remaining before your scheduled check-in/boarding time:
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| Timing of Cancellation (before scheduled check-in / cruise start) | Refund Entitlement |
| 30 days or more | Full refund of the amount paid, less a fixed processing/service fee of ₹1,500 (or 5% of the booking value, whichever is higher). |
| 15–29 days | 50% of the total booking amount will be refunded. |
| 7–14 days | 25% of the total booking amount will be refunded. |
| Less than 7 days / No-show | No refund will be made. |
| Peak season bookings (20 Dec – 10 Jan, and other notified peak/festive dates) | No refund and no rescheduling, regardless of the date of cancellation, unless otherwise agreed in writing by the Company. |
Note: All refunds are subject to deduction of any payment-gateway, bank, or transaction charges actually incurred by the Company. Discounted, promotional, or festival-offer bookings may carry a stricter (including non-refundable) cancellation policy, which will be clearly communicated at the time of booking.
Peak Season & Blackout Dates
Bookings made for the peak season (20th December to 10th January) and any other dates notified by the Company in advance as blackout/festival dates are non-refundable and non-reschedulable once confirmed, regardless of the notice period given for cancellation.
No-Show & Late Arrival
If a guest does not report at the boarding point by the scheduled departure time and does not inform the Company in advance, the booking will be treated as a no-show and no refund will be payable. If a guest is delayed, we request that you inform us as early as possible so that we can try to hold the boarding for a reasonable period, subject to the crew’s onward schedule; delays beyond a reasonable window may also be treated as a no-show.
Early Departure / Partial Use
No refund will be given for any unused portion of a cruise if a guest chooses to disembark early, cuts short their stay, or does not use part of the included services (meals, activities, etc.) for personal reasons.
Rescheduling
Guests may request to reschedule their booking to an alternate date, subject to availability, up to 7 days before the scheduled check-in date, at no additional charge beyond any difference in seasonal pricing. Requests to reschedule within 7 days of check-in will be treated in line with the cancellation slabs above and may attract a rescheduling fee of ₹1,500, at the Company’s discretion. Rescheduling is not available for peak-season or blackout-date bookings.
Cancellations or Changes by the Company
If the Company is unable to operate your cruise due to severe weather, government or Kerala Tourism restrictions, mechanical/technical issues, or other circumstances beyond our control, we will offer you either (a) a full refund of the amount paid, or (b) the option to reschedule your cruise to another available date at no additional cost. In such cases, no further compensation will be payable by the Company.
Refund Processing
- Approved refunds will be processed within 7–10 business days of the cancellation request being confirmed in writing by the Company.
- Refunds will be made to the original mode of payment (the same bank account, UPI ID, or card used at the time of booking) unless otherwise agreed.
- Where payment was made by credit/debit card, the refund may take additional time to reflect in your account depending on your bank’s own processing timelines, which are beyond our control.
Returns / Exchanges
As Hills and Cruise Houseboats offers cruise experiences and hospitality services rather than physical goods, this policy does not provide for the ‘return’ or ‘exchange’ of a completed or partially completed cruise. Any dissatisfaction with the service provided should be raised as a complaint under Section 2.7 of our Terms & Conditions, and will be reviewed by the Company on a case-by-case basis.
Contact for Refund Queries
For any cancellation, rescheduling, or refund-related query, please write to us at:
- Email: admin@hillsandcruise.com
- Phone: +91 98951 53777
- Address: Hills and Cruise Houseboats, Alleppey (Alappuzha), Kerala, India
This Refund & Cancellation Policy was last updated on 22 July 2026 and may be revised from time to time. The version applicable at the time your booking is confirmed will govern that booking.
