Refund and Cancellation Policy

This Refund and Cancellation Policy governs the conditions for cancellations, amendments, and refunds for cruise bookings made through the website https://cruise.xqholidays.com.my.

The platform is operated by Xiao Qiang Holidays Sdn Bhd and functions as an online booking intermediary connecting customers with independent cruise operators offering maritime tours and experiences in Langkawi, Malaysia.

All cruise services are provided and operated by independent cruise operators. Refund eligibility and cancellation conditions may therefore be subject to the policies and operational rules of the respective cruise operator.

By completing a booking through the website, the Buyer agrees to the terms stated in this policy.

Xiao Qiang Holidays Sdn Bhd acts solely as a booking facilitator between the Buyer and the cruise operator.

The company does not operate cruise vessels and does not control the operational delivery of cruise services.

Any refund, cancellation approval, or rescheduling decision relating to the cruise experience may be subject to the operational policies of the cruise operator.

Customers who wish to cancel a booking must submit a cancellation request through the contact details provided on the website or through the communication channel used during booking.

Refund eligibility depends on the cancellation conditions established by the cruise operator and may vary according to the specific cruise package booked.

Certain bookings may be designated as non refundable once confirmed, particularly where the cruise operator allocates capacity in advance.

Administrative fees, service charges, and payment gateway fees may not be refundable.

Passengers are required to arrive at the designated boarding location at least sixty minutes before the scheduled departure time unless otherwise stated in the booking confirmation.

Passengers who fail to arrive before the boarding closing time may be treated as a no show.

No show bookings are considered fully utilized and are not eligible for refunds, rescheduling, or compensation.

Requests to modify booking details such as passenger information, cruise date, or departure time may be permitted subject to availability and the policies of the cruise operator.

Amendments may be subject to administrative fees, fare differences, or operator conditions.

Amendment requests must be submitted before the cruise departure time.

Cruise schedules may be affected by operational factors including weather conditions, sea conditions, vessel maintenance, port authority instructions, maritime safety requirements, or other unforeseen operational circumstances.

In such situations, the cruise operator reserves the right to modify schedules, change vessels, adjust departure times, or cancel the cruise.

Where a cruise is cancelled by the operator, customers may be offered rescheduling to an alternative cruise or a refund in accordance with the operator's policies.

Xiao Qiang Holidays Sdn Bhd shall not be responsible for losses, travel expenses, or additional costs arising from such operational changes.

Cruise availability displayed on the platform may be provided through automated integration with cruise operator reservation systems.

While reasonable efforts are made to ensure the accuracy of availability information, discrepancies may occur due to system synchronization delays, inventory adjustments by the operator, or technical transmission errors.

Where a confirmed booking becomes unavailable due to such discrepancies, the cruise operator may provide an alternative cruise option or refund according to operator policy.

Where a refund is approved, it will be processed through the original payment method used during booking.

Refund processing times may vary depending on the payment provider, financial institution, and payment gateway involved.

Typical processing periods may range from seven to twenty one business days.

The company does not control the processing timelines of banks or payment providers.

Customers are encouraged to contact the company directly to resolve booking issues before initiating a chargeback through a payment provider.

Chargebacks initiated after a confirmed booking may be disputed by providing booking confirmation records, transaction documentation, and customer acceptance of booking terms to the payment provider.

Fraudulent or abusive chargeback activity may result in restriction of future bookings on the platform.

Refunds may not be provided where service disruption occurs due to circumstances beyond reasonable control.

Such circumstances may include severe weather conditions, natural disasters, port authority restrictions, government regulations, mechanical failures, maritime safety orders, or other events affecting cruise operations.

In such cases, the cruise operator may determine whether rescheduling or alternative arrangements are possible.

Xiao Qiang Holidays Sdn Bhd reserves the right to update this Refund and Cancellation Policy when necessary to reflect operational, legal, or regulatory changes.

Updated policies will be published on the website and will take effect upon publication.

For refund requests, booking inquiries, or clarification regarding this policy, please contact:

Xiao Qiang Holidays Sdn Bhd

Address:
26 & 28 1st Floor
Jalan Pandak Mayah 4
Mukim Kuah 07000 Langkawi
Kedah, Malaysia

Phone: +60 4 966 5576

Email: [email protected]

Website: https://cruise.xqholidays.com.my