Terms & Conditions + Cancellation Policy

Payment Options

Payment can only be done direct to Cruises By Bob LTD using the payment methods provided. We do not accept credit card payments. No KES transfers must be made without first contacting Cruises by Bob LTD for the exchange rate applicable on the day of transfer. Should the amount transferred not match the rate on transfer date, Cruises by Bob LTD reserves the right to withhold booking confirmation until such balance or discrepancy is rectified.

NB: ROE is given by Cruises by Bob LTD on payment date. Please contact the travel consultant at the Cruises by Bob office to obtain and verify the banking details before doing a transfer.

Cheques

For the security and integrity of all transactions, Cruises by Bob does not accept post-dated or back-dated cheques. Bookings will only be confirmed once a cheque has cleared successfully. In the event a cheque is dishonoured, the client will be liable for any resulting bank charges or fees. By making a payment via cheque, you acknowledge and accept these terms.

Cruise Deposit

The deposit is non-refundable. Cruise cancellation, for whatever reason, results in full loss of funds as stipulated by the relevant Cruise Line terms and conditions which can be found on their website. By accepting a booking, making a deposit or making any payment towards a cruise booking, the passenger understands he/she is entering into a contract with the relevant Cruise Line and as such is governed by either UK or US law. As stated, Cruises by Bob acts as agent only and is not liable in any way for any dispute arising from this contract.

Cancellation & Refund Policy

At Cruises by Bob, we aim to provide clear, fair, and transparent terms for all our clients. This Cancellation & Refund Policy outlines how cancellations, service charges, supplier fees, and refunds are handled for all bookings made through our agency.

By confirming a booking and making a deposit with Cruises by Bob, you agree to the terms outlined below.

Cancellation Requests

All cancellations must be submitted in writing via email or WhatsApp to Cruises by Bob.

The effective cancellation date is the date we receive your written request
Verbal or informal cancellations will not be accepted

Cancellation Service Charges

All cancellations, no matter the reason attract a non-refundable service charge, which covers consultation time, booking management, administrative work, and supplier coordination.

Service Charge Structure

More than 30 days before departure: 15% of the total booking or deposit value
15–29 days before departure: 30% of the total booking value
Less than 15 days before departure: 50% or more, or may be non-refundable

The applicable service charge is deducted before any refund is processed.

Visa Services Disclaimer

Visa processing services are offered strictly as a facilitation service. All visa service fees charged by Cruises by Bob, as well as any fees paid directly to embassies, consulates, or third-party service providers, are strictly non-refundable under all circumstances. This includes, but is not limited to, visa delays, refusals, changes in travel plans, or withdrawal of an application by the client. Approval, processing timelines, and final decisions remain entirely at the discretion of the relevant embassy or consular authority.

NB: No claim will be entertained by either Cruises by Bob LTD or the Cruise Line relating to passengers denied embarkation due to the lack / validity of the necessary visas and passports.

Third – Party Supplier Cancellation Fees

Many bookings involve third-party suppliers, including cruise lines, airlines, hotels, tour operators, and visa service providers.

Please note:

Each supplier has its own cancellation and refund policy
Supplier cancellation fees will apply in addition to Cruises by Bob’s service charge
Some suppliers may offer partial refunds, future cruise credits, or no refund at all, depending on fare rules and timing

Cruises by Bob has no control over supplier-imposed penalties and these charges will be passed on to the client where applicable.

Refund Processing Timeline

Eligible refunds are processed within 7–21 working days after confirmation of cancellation and receipt of refunded funds from the supplier
Refund timelines depend on supplier approval, cruise line or airline processing, payment gateways, and banking systems

Important Disclaimer

Refunds may take longer than the stated timeline depending on the supplier’s refund process and financial institutions involved.
Cruises by Bob is not liable for delays caused by third-party suppliers, cruise lines, airlines, hotels, banks, or payment processors.

Non – Refundable Bookings

Certain bookings, promotional fares, deposits, or special offers are strictly non-refundable.

Clients will be informed at the time of booking if their reservation falls under a non-refundable category.

Refund Method

Refunds are issued to the original method of payment where possible
Any bank charges, transaction fees, or currency conversion costs are the responsibility of the client

No – Show Policy

Failure to show up for a cruise, flight, hotel stay, or excursion without prior written cancellation will be treated as a no-show and is non-refundable.

Policy Acknowledgment

By making a booking and deposit with Cruises by Bob, you confirm that you have read, understood, and accepted this Cancellation & Refund Policy.