Service Delivery, Cancellation & Refund Policy

Last updated: October 21, 2026

1. Ticket and Service Delivery

After the customer books a ticket, the website displays an order number. Poseidon confirms availability and check-in instructions through the confirmation page, email, telephone, Zalo, or WhatsApp using the contact details provided by the customer. The ticket is delivered as an electronic confirmation with no delivery fee.

An order is considered confirmed only when it has an order number and a confirmation notice from Poseidon. At check-in, the customer must present the order number, full name, and telephone number used for the booking. The time, meeting point, and specific requirements are governed by the product page and the confirmation for each order.

2. Conditions of Use

• Tickets are valid only for the date, time slot, number of guests, and service stated in the confirmation.
• Customers must check the information upon receiving the confirmation and report any errors as soon as possible.
• Date or time changes are subject to availability and operating conditions; Poseidon will provide notice before confirming a change.
• Customers must comply with safety instructions and onboard rules. Poseidon may refuse service where there is a clear risk to safety, security, or public order, in accordance with law.

3. Customer-Initiated Cancellation

Customers are eligible for a 100% refund if the cancellation request is submitted at least 24 hours before the confirmed departure time. No cancellation fee applies and no reason is required.

Cancellation requests submitted within 24 hours before departure, or failure to use the service, may be non-refundable unless otherwise required by law or approved by Poseidon after considering the circumstances and actual costs.

4. Changes or Cancellation by Poseidon

Passenger safety is the priority. If Poseidon cannot provide the service due to weather, maritime conditions, technical incidents, requirements of a competent authority, or force majeure, Poseidon will provide notice as soon as possible and offer one of the following options: an equivalent reschedule; a different service with any price difference clearly disclosed; or a full refund of the amount paid for the service not provided.

5. Service Not as Confirmed

If the actual service does not match the confirmed description, the customer may request that it be provided again, continue using it with an appropriate price reduction, terminate the service and receive a refund, or agree on another remedy permitted by law. Poseidon bears the reasonable costs of remedies for which it is responsible.

6. How to Submit a Request

Send the order number, full name, telephone number, and request details to cs@poseidoncruisedanang.com or (+84) 346 969 648. The request is deemed received when it is recorded by the Poseidon system or staff.

7. Refund Method and Timeframe

After validating an eligible request, Poseidon will issue the refund within a maximum of 07 business days. Refunds are preferably made using the original payment method. For cash payments, the parties may agree on a direct cash refund or bank transfer. The time for funds to reach an account may depend on the bank or payment service provider.