These terms sit alongside our terms of service and explain what happens when plans change, on your side or ours. We wrote them in plain language because refund terms are the ones guests actually need at short notice.
1. Your cancellation windows
Cancelling more than 30 days before the event earns a full refund to the original payment method.
Between 30 and 7 days, the fare converts to a credit for any future date within 18 months, or a 50% refund if you prefer money back.
Inside 7 days the fare is not refundable, but it can be transferred to another named guest or converted to a credit at our discretion, which we exercise generously for genuine circumstances.
2. Transfers and credits
Every booking can be transferred to another person up to 72 hours before departure at no charge, provided the new guest meets the event's requirements.
Credits are issued for the full fare value, apply to any event on the calendar and last 18 months from issue. Credits follow the person, not the event, so switching formats is allowed.
3. If we cancel
If Pacific Event Cruises cancels a sailing for any reason, you choose between a full refund and a credit for any future date. The choice is yours, not ours.
Refunds for cancelled events process within 10 business days to the original payment method.
4. Weather and itinerary changes
Vessels sail in almost all conditions, and gaming decks operate regardless of weather. An itinerary change, such as a substituted anchorage or a route adjustment for safety, is not a cancellation and does not trigger refund rights.
If the vessel cannot safely depart at all, that constitutes a cancellation under the previous section.
5. Tournament buy-ins
Tournament buy-ins paid aboard are refundable until the first hand is dealt. Once play begins, buy-ins are committed under tournament rules.
If an event is cancelled after play begins, prize pool distribution follows the published tournament rules for the interrupted format.
6. Charter and private bookings
Charters, weddings and private events follow the cancellation schedule in the signed event agreement, which typically provides staged refunds relative to how far ahead the cancellation lands.
Deposits reflect real costs committed to suppliers and vessel reservations, which is why charter terms differ from public event fares.
7. How refunds process
Approved refunds return to the original payment method within 10 business days. Bank transfer refunds require your account details and process within the same window.
You will receive written confirmation when a refund is issued. Credits arrive by email as a code tied to your name.
8. Special circumstances
Medical emergencies, bereavement and comparable circumstances are handled individually and sympathetically. Contact the concierge desk rather than assuming the standard schedule is the final word.
Disputes that cannot be resolved directly may be taken to the consumer protection services available in Queensland, without prejudice to your rights under Australian Consumer Law.