1. Scope
This policy applies to houseboat bookings for which Xmagica Holidays or Black Pearl Cruise is identified as the merchant or service provider in the booking confirmation.
Other Xmagica brands and third-party services may have different cancellation terms. The applicable terms will be shown before payment or included in the relevant booking confirmation.
2. Cancellation more than 30 days before travel
If we receive a valid cancellation request more than 30 calendar days before the scheduled travel date, the advance paid for the houseboat booking is eligible for a full refund.
3. Cancellation 30 days or less before travel
If a booking is cancelled 30 calendar days or less before the scheduled travel date, the advance payment is non-refundable.
This includes cancellation on the scheduled date and failure to arrive for the booked service. Any additional amount paid beyond the stated booking advance will be handled according to the written booking confirmation.
4. How to cancel
A cancellation request must be submitted in writing to the contact address stated in the booking confirmation. It should include the guest’s name, booking reference, travel date, contact number and reason for cancellation.
The effective cancellation date is the date on which the request is received and acknowledged by the relevant booking team. A telephone conversation alone does not complete a cancellation.
5. Changes to a booking
Requests to change the travel date are subject to houseboat availability, applicable rates and supplier approval. If a requested change cannot be accommodated and the guest chooses not to travel, the cancellation terms above will apply based on the date the change or cancellation request was received.
6. Cancellation by us
If we cancel the booked houseboat service and cannot provide a reasonable alternative, the guest may choose either a full refund of the amount paid to us for that service or an available rescheduled date of equivalent value.
Where disruption is caused by weather, navigation restrictions, government directions, natural events or another circumstance outside reasonable control, guest safety will take priority. We will communicate the available refund, credit or rescheduling options after considering amounts recoverable from the relevant service providers.
7. Refund processing
Once a refund is approved, we will normally initiate it within 7–10 business days using the original payment method where practicable. Banks, card issuers and payment gateways may require additional time to credit the amount.
We will provide confirmation when the refund has been initiated. Xmagica Holidays is not responsible for processing delays occurring within the customer’s bank or payment provider after initiation.
8. Special or amended terms
A special event, charter, group booking or promotional rate may carry different cancellation terms. Any exception must be clearly disclosed in writing before payment and accepted as part of the booking. If no different written terms were disclosed, this policy applies.
9. Contact and grievances
Questions about a cancellation or refund should first be sent to the contact address in the booking confirmation. Unresolved grievances may be escalated to grievance@xmagicaholidays.com.
Registered business: Xmagica Holidays, Thuthiyoor Road, Kochi, Kerala, India.