DenRus:2009 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. 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.
We have a simple policy for our Shore Excursion cancellations. You are expected to make all cancellations in writing. The date your letter was received by our DenRus office in St. Petersburg, is the date your cancellation is officially made. The cancellation notice should be sent a message either to A) Message or B) to the personal attention of the DenRus agent you have made your reservation with. DenRus will always confirm the receipt of a cancellation notice, so in case you do not hear from us, after sending your own notice, please, contact our office again. If you must repeat your original message, the date on the first message will be the official date of your notice. When writing the cancellation notice make certain that you will clearly inform your Order Number, and include and list every person’s complete name who will cancel from the Order. The purpose of this is to clarify if your cancellation is a total cancellation or a partial cancellation of a larger party.
If you have made several bookings in different Baltic Ports 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.
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 fifteen (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 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 on Monday the 9th of June or earlier.
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 for all the venues on your behalf. Most of these prepaid charges are non-refundable, and a total loss for us. If you are a member of a Custom Shore Excursion program, please read the “Note” 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 never cancelled, and never reports to our waiting agents at the port after the ship arrived) 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 resulting in no refund.
Special cases - Important:
- 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.
- Concert and theatre tickets: There are no refunds ever for Russian Folkloric, Ballet, Mariinski Theatre, or any other theatre performances, 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, use special medication, or if you travel with children, please, consider seriously, will you, or other members in your party, have enough strength after a full day of touring to return to the ship, have a quick dinner, possibly redress, and then rush to an evening theatrical performance. Unfortunately many cancellations are made in the evening of the performance and the cost is not refundable.
- Group size reductions: For individual members of 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 canceling 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 policy to increase the price at the last moment, when ever 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. 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.
- INSURANCE! – When ever 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.
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