Overview
This Cancellation Policy explains how cancellation, amendment and refund requests are handled for enquiries and bookings made through alophim.com or direct contact with Alophim.
The website provides information about private Thames yacht cruise experiences in London. A website enquiry is not a confirmed booking. Cancellation terms become binding only when a booking has been confirmed in writing and the applicable payment and cancellation conditions have been provided.
Business contact details: Alophim, Unit 104 Railway Arches, London E1 2LY, United Kingdom. Phone: +44 20 7237 3108. Email: [email protected].
Standard cancellation position
The standard cruise information displayed on this website states that cancellation may be available with a full refund when the cancellation request is received at least 14 days before the confirmed departure time.
This standard position applies only where it is included in the written booking confirmation or where no different cancellation condition has been agreed in writing. Some dates, vessels, operators, private-hire arrangements, special requests or promotional prices may have different cancellation conditions.
Any cancellation request must be sent using the contact details provided in your booking confirmation or the contact details on this website. A cancellation is not treated as received until it has been received by Alophim or the relevant operator.
Booking confirmation terms
Your written booking confirmation controls the final cancellation, amendment, payment and refund rules for your specific booking. It may include details such as:
- the confirmed cruise date and departure time;
- the confirmed meeting point and boarding instructions;
- the vessel, route or operator details where applicable;
- the total price, deposit and balance payment rules;
- the cancellation deadline and refund conditions;
- any non-refundable charges, operator costs or third-party costs;
- any special conditions for private hire, events, groups or custom arrangements.
Where there is a conflict between general website information and your written booking confirmation, the written booking confirmation will apply, unless mandatory consumer law gives you additional rights.
Consumer cancellation rights
Some online or distance purchases may include statutory cancellation rights. However, bookings for leisure activities, transport, accommodation, catering or event-related services to be provided on a specific date or during a specific period may be treated differently under consumer rules.
Because a private yacht cruise normally reserves a vessel, crew, marina slot and specific operating time, the standard 14-day cooling-off cancellation right may not apply in the same way as it does for ordinary online purchases.
Your booking confirmation will explain the cancellation position that applies to your booking. Nothing in this policy removes any mandatory consumer rights that cannot legally be excluded.
How to cancel
To request cancellation, contact Alophim or the relevant operator as soon as possible. Your request should include:
- booking name;
- booking reference, if provided;
- confirmed cruise date and time;
- contact telephone number and email address;
- reason for cancellation, if you wish to provide one;
- the payment method used, if relevant for refund handling.
Cancellation requests should be sent by email where possible so that there is a clear written record. If you cancel by telephone, we may ask you to confirm the request by email.
Contact email: [email protected]
Contact phone: +44 20 7237 3108
Amendments and date changes
Requests to change the cruise date, departure time, group size, route, vessel, package or special arrangement are amendment requests and are subject to availability.
We will try to assist where reasonable, but amendments are not guaranteed. A change may require approval from the vessel operator, captain, marina or other service provider. Additional charges may apply if the change affects vessel availability, crew time, marina arrangements, route length, guest numbers or third-party costs.
If an amendment request is made close to the departure date and cannot be accepted, the original booking terms will continue to apply.
Late cancellation and no-show
Cancellations made less than 14 days before the confirmed departure time may be non-refundable unless your booking confirmation states otherwise or unless the relevant operator agrees a different arrangement in writing.
Late cancellations may result in charges because the vessel, captain, crew, marina arrangements and operating slot may already have been reserved and may not be resold.
A no-show occurs where guests do not arrive for the confirmed cruise and do not cancel in accordance with the booking terms. No-shows are normally non-refundable.
Late arrival
Guests are responsible for arriving at the confirmed meeting point in good time. The advertised meeting point for the main cruise is normally Imperial Wharf Marina, The Boulevard, Fulham SW6 2ZT, unless your confirmation states another location.
Late arrival may reduce the cruise duration or prevent departure. River operations can be affected by tide windows, marina access, crew schedules, river traffic and safety instructions, so the vessel may not be able to wait for late guests.
Missed departure caused by late arrival, incorrect navigation, transport delays or failure to follow meeting instructions may be treated as a no-show and may be non-refundable.
Weather and safety changes
The cruise is intended to operate in most normal weather conditions. Rain, cloud, cold weather or moderate wind will not automatically result in cancellation.
The captain, vessel operator or marina may delay, shorten, reroute, reschedule or cancel a cruise where weather, tide, river restrictions, visibility, safety concerns, harbour authority instructions or operational conditions make it necessary.
If a cruise cannot safely operate and is cancelled by the operator before departure, the available options may include rescheduling, credit or refund handling according to the confirmed booking terms and the circumstances of the cancellation.
Operator cancellation
A cruise may be cancelled by Alophim or the relevant operator where the vessel becomes unavailable, the crew is unavailable, the marina cannot support departure, river restrictions apply, safety conditions require cancellation or another operational issue prevents the cruise from taking place.
Where the operator cancels before departure for reasons not caused by the guest, we will explain the available options. These may include a replacement date, alternative time, alternative vessel, credit or refund, depending on availability and the confirmed booking terms.
We are not responsible for additional costs you may incur in connection with the booking, such as travel, accommodation, restaurant bookings, event arrangements or other third-party expenses, unless required by law or expressly agreed in writing.
Refusal of boarding or early termination
Boarding may be refused, or the cruise may be ended early, if a guest breaches safety rules, ignores crew instructions, appears intoxicated, behaves aggressively, brings prohibited items, creates a safety risk or otherwise makes the cruise unsafe or unsuitable.
In these circumstances, cancellation or early termination may be treated as caused by guest conduct and may be non-refundable. The booking party may also be responsible for damage, cleaning costs, delay costs or other reasonable losses caused by guest behaviour.
Refund method and timing
Where a refund is approved, it will normally be returned to the original payment method used for the booking. We may need to verify booking details before processing the refund.
Refund processing times may vary depending on the payment method, bank, card provider, payment processor or third-party operator. Processing by banks and payment providers can take additional time after a refund has been issued.
Non-refundable charges, payment processing charges, third-party costs, custom arrangements, additional services or operator costs may be deducted where this is allowed by the confirmed booking terms and applicable law.
Third-party operator terms
Some cruises, vessels, captains, marina services, payment services or optional extras may be supplied by third-party operators. Their own cancellation, amendment, safety and refund terms may apply.
Where your confirmed cruise is supplied by a third-party operator, your booking confirmation may identify that operator and refer to their specific terms. In that case, refund or cancellation handling may depend on that operator’s rules as well as this website policy.
Events outside reasonable control
We are not responsible for failure or delay caused by events outside reasonable control. These may include severe weather, river closures, harbour authority restrictions, police instructions, emergency incidents, transport disruption, strikes, power or communications failures, illness affecting essential crew, security issues, government restrictions or other events that could not reasonably be avoided.
Where such an event affects a confirmed booking, we will explain the available options as soon as reasonably possible. Options may depend on the circumstances, operator availability and the confirmed booking terms.
Contact
To request cancellation, amendment or refund information, contact us using the details below:
Alophim
Unit 104 Railway Arches, London E1 2LY, United Kingdom
Phone: +44 20 7237 3108
Email: [email protected]
Please include your booking name, booking reference if available, confirmed cruise date and departure time. We may ask for additional information to locate the booking and process your request.