We strive for transparency. Below — full refund rules for cruise bookings on vessels of IE Toktogonov Nurlisbek Azarbaevich (brand «Alykul»).
Refund amounts on Customer cancellation
Срок отмены
Возврат
Условия
24 hours or more before departure
100%
Full refund to original card
12–24 hours before departure
50%
Half refund
Less than 12 hours
0%
No refund
Provider-initiated cancellation
If we cancel due to weather (winds 12+ m/s, storm, lightning), technical reasons, or captain illness — Customer receives:
• 100% refund
• 200 KGS bonus for future booking
• Alternative: free reschedule to any date this season
Date reschedule
• First reschedule — FREE if notified 24+ hours in advance
• Second and further — 500 KGS per operation
• Less than 12 hours — manager discretion, may be refused
How to request a refund
Contact us via:
1. WhatsApp: +996 (999) 123-456 (fastest)
2. Email: refund@teplohod.kg
3. Account dashboard → My bookings → Cancel
Provide booking number and reason. Manager will respond within 2 hours (08:00–22:00 Bishkek time).
Refund processing time
• Decision: within 1 business day
• Card refund: up to 10 banking days from confirmation
• Bank transfer refund: up to 3 banking days
• Cash payment: cash refund at office or via transfer
Refunds processed to original payment method (payment system requirement).
Force majeure
Under force majeure (natural disasters, martial law, governmental restrictions, navigation closures) — parties are released from liability. Full refund without deductions or bonus.
Refund contacts
Customer service manager:
• WhatsApp: +996 (999) 123-456
• Email: refund@teplohod.kg
• Hours: Mon–Sun 08:00–22:00 (UTC+6, Bishkek)
If no refund within 14 days — email info@teplohod.kg with subject "Refund escalation".