| DenRus:2010 Cancellation Policy |
| It is every person’s prerogative to cancel their Shore Excursion bookings with our company any time, and for any imaginable reason, or no reason at all. However, in certain cases a cancellation charge will apply. We do not need to know your reasons, you do not need to tell us about them, nor shall we ask you about them. We only need your cancellation notice in writing to be sent by e-mail only. No cancellations made by telephone are accepted. Because there might be a cancellation fee applicable in your case, it is our strong recommendation that you would obtain locally a Travel Insurance to protect you during your vacation. Our cancellation rules are extremely liberal compared to those as presented by the cruise lines, and in brief DenRus shall make a full refund of all our customer’s payments collected provided the Cancellation Notice will be received not later than the 15th day prior to your arrival in our Baltic ports. Please, read further regarding the details. 1. Form of Cancellation Notice: Every cancellation notice must be made in writing for the reason of having documented. Cancellation messages made by telephone are not acceptable. For your cancellation, please, send a free format cancellation request by e-mail, no reasons for your cancellation are required. Include the following four (4) information points in your notice: : 1) Your DenRus Order Number. If you made your bookings in several Baltic ports, and at different times under several Order Numbers, then you must include all those Order Numbers you wish to cancel. – Please, make it clear, if you are cancelling all your orders at each port, or just some selected ones. 2) The name of your ship, 3) The name of the city or port, and the scheduled day of your arrival in that DenRus Baltic port/s where you wish to cancel your order/s 4) The complete names (Last Names and First Names) of all those people you wish to cancel. This is extremely important in cases where you do not cancel the entire order but only certain individual persons drop out. – Please, make it clear if your cancellation is a total cancellation or a partial cancellation. IMPORTANT: (a) If you have booked a Private Custom Tour and you will have a reduction in the final number of people participating in your tour as a result of a limited cancellation, please, do not forget that your per person price is based on the number of people participating, so there will be a price increase for the remaining group members. (b) Cancelations made by telephone are NOT accepted. All cancellations must be documented. 2. Where and how to send your Cancellation Notice: By e-mail to denrus@denrus.ru You may alternatively also send your cancellation notice to the personal e-mail address of the DenRus employee agent with whom you had your earlier correspondence. 3. Cancellation Timing: Whenever you must make a cancellation, please do not delay its sending to DenRus. The date and time of your cancellation is the date and time as they are shown on your e-mail letter, and as dated and timed automatically by the internet system. 4. Cancellation Charges: A. Cancellations received more than 15 days before your scheduled arrival in the Baltic city, where you hold a DenRus tour reservation: For all cancellations received not later than the sixteenth (16th) day (= more than 15 days) prior to your scheduled arrival in any of the Baltic cities, where you are holding a reservation on a DenRus tour, will have no cancellation charge at all. You shall receive a 100% refund in full. Important clarification: E.g. If you are scheduled to arrive in St. Petersburg for instance on Wednesday, the 25th of June, the 100% refund will be paid for all the cancellations received by DenRus during Monday the 9th of June or earlier. The 10th of June is already the 15th day, so all Cancellation Charges shall apply. B. Cancellations received on the 15th day, but not later than the 6th day before your scheduled arrival in the Baltic city, where you hold a DenRus tour reservation: For cancellations received on the 15th day, or less prior to your departure will be levied a fee equal to 40% of the total cost of your excursion program. The reason for this is the fact, that on the 15th day we are making full prepayments to all the venues on your behalf. Most of these prepaid charges are non-refundable, and thus a total loss for us. If you are a member of a Private Custom Shore Excursion program, please read the “Special Cases – Group Size Reduction” below since it may apply to you. Important clarification: E.g. If you are scheduled to arrive in Oslo for instance on Wednesday, the 25th of June, there will be a 40% cancellation fee, provided your cancellation notice will be received between Tuesday, the 10th of June and Thursday, the 19th of June, both days inclusive. C. Cancellations received on the 5th day, or less prior to the arrival date For cancellations received on the 5th day or less to the scheduled arrival date, or in case you are a “no-show” person (no-show is a person who holds a reservation, never cancelled, and never reports to our waiting agents at the port in the morning of the ship’s arrival) there will be no refund at all. Important clarification: E.g. If you are scheduled to arrive in St. Petersburg for instance on Wednesday, the 25th of June, and your cancellation notice was received on Friday the 20th of June, or at any time after that, it is then considered to be made during the time period of the last 5 days resulting in no refund. If you have made several bookings in different Baltic Ports, under different Order Numbers, you should also cancel them all separately for the sake of clarity. In brief, you are expected to make as many separate cancellations as you are holding separate Order Numbers. Each Order Number requires its own cancellation notice. If all your tour bookings are included in one order and are under one number, then one cancellation notice is also sufficient. Special cases - Important: 1. Tour interruptions: If you have started your touring and you decide to interrupt it, skip part of it, or cancel the rest of it, there will be no refund for the unused part, provided you started your tour in the beginning. . 2. Concert and theatre tickets: There are no refunds ever for Russian theatre tickets, for instance for the Mariinski Theatre, you may have specially requested and paid for, if cancelled less than 5 days prior to your arrival in St. Petersburg. Important: If you consider yourself not a strong person, or if you suffer of diabetics, or you use special medication, or if you travel with children or elderly persons, please consider seriously, will you, or other members in your party, have enough strength left, after a full day of touring, to return to the ship, have a quick dinner, possibly redress, and then depart again to an evening theatrical performance. Unfortunately many cancellations are made only in the evening of the performance day, and the cost is not refundable. 3. Group size reductions on Private Custom Tours: For individual members on Custom Tours, where the price per person depends on the number of participants in the party, it may be possible that there will be no refund at all, regardless of the fact that some members of the group decide to cancel, for the following reason. When one, or any number of persons, is cancelling, the total cost of the group shall be now divided by a lesser number of people, so it will result in an increase for the remaining group members. It is not our DenRus policy to increase the price at the last moment, whenever it is possible to avoid, so in order to keep the price at the agreed level for the remaining persons we may not be able to provide a refund for those who cancelled, unless the remaining persons are willing to accept the increase in price. This is a totally internal issue among all the members participating in one group, and it should be sorted out, and decided among the group members. 4. INSURANCE! – Whenever a person prepares for a foreign travel he or she should never travel without an insurance which provides definite coverage for lost luggage, medical emergencies, and cancellation penalties. DenRus always strongly recommends a travel insurance for all our guests. |