BOOKING CONDITIONS
Pandaw Cruises Ltd
Registered No: 04998699
Registered Office: Seven Grange Lane, Pitsford, Northampton, NN6 9AP, United Kingdom.
Thank you for choosing Pandaw Cruises. This is the first step of your adventure with us. Please read the following pages prior to making your booking. Once the booking is made either directly or through a travel agent a contract exists between the passenger and Pandaw Cruises Ltd.
PAYMENT TERMS
A 20% deposit of your total booking value with Pandaw Cruises is required upon confirmation and is non refundable.
Final balance must be paid 61 days before departure or the booking will be cancelled and the deposit forfeited.
Certain special offers may require higher non-refunable deposits. These will be advised to you at the time of booking.
Please note that the remitting party must cover their own bank charges.
Note: Above payment terms do not apply for charter bookings. Please refer to your charter contract.
Cruise Cancellation and Refund
Cancellations for all or any part of the trip will not be effective until received in writing to Pandaw Cruises at information@pandaw.com. Should you have to cancel, the following terms will apply:
- From time of booking until 61 day prior to departure non-refundable deposit
- From 60 days and less till departure, no show, late arrival or early return 100% cancellation fee
Any material changes to your booking after receiving the deposit payment such as change of date may incur a mandatory administration fee of $150 USD per person which will be applied to the relevant booking.
Note: We strongly recommend for your protection that you purchase a trip cancellation insurance.
Note: Above cancellation terms do not apply for charter bookings. Please refer to your charter contract.
Pre and Post Reservation Cancellation and Refund
Pre & Post Extensions Cambodia, Vietnam & Laos
Cancellation of a Pandaw Cruises Pre or Post Reservations is subject to a $50 per person administrative fee from the time of booking through 61 days prior to your scheduled Pandaw Cruises trip.
Cancellation terms of airlines apply if flights have been issued.
- From 60 days prior to departure through 45 days prior a $200 per person penalty will apply
- From 45 days prior to 30 days prior a 75% per person penalty will apply.
- Cancellations received in our office 29 days or less prior to departure, no-show, or early return from the trip will result in forfeiture of 100% of all monies paid to Pandaw Cruises.
Because these cancellation policies are strictly enforced, we strongly recommend for your protection that you purchase trip cancellation insurance.
Pre & Post Extensions Burma & Thailand
Cancellation of a Pandaw Cruises Pre or Post Reservations is subject to 10% of total amount or a $50 per person administrative fee (whichever is higher) from the time of booking through 93 days prior to your scheduled Pandaw Cruises trip.
Cancellation terms of airlines apply if flights have been issued.
- From 92-63: the penalty fee is 30% of the total Trip Cost
- From 62-33: the penalty fee is 50% of the total Trip Cost
- From 32 days to "no show" the penalty fee is 100% of the total Trip Cost
Because these cancellation policies are strictly enforced, we strongly recommend for your protection that you purchase trip cancellation insurance.
Pre & Post Extensions India & Bhutan
Cancellation of a Pandaw Cruises Pre or Post Reservations is subject to 10% of total amount or a $50 per person administrative fee (whichever is higher) from the time of booking through 60 days prior to your scheduled Pandaw Cruises trip.
Cancellation terms of airlines apply if flights have been issued.
- From 60 days to "no show" the penalty fee is 100% of the total Trip Cost
Reservations during the super peak season (15th December to 15th January) and within seasonal festival dates of Dev Deepawali in Varanasi.
- From 90 days to "no show" the penalty fee is 100% of the total Trip Cost
Because these cancellation policies are strictly enforced, we strongly recommend for your protection that you purchase trip cancellation insurance.
CURRENCY
All cruises, land tours and hotels are quoted in USD unless otherwise indicated.
PORT TAXES
On rivers where port taxes are applied by the relevant authorities, these charges will be added to your booking invoice.
CREDIT CARDS
We accept Visa, Mastercard & American Express for settlement of all cruise booking invoices as well as charges incurred on board. NO OTHER CREDIT CARDS ARE ACCEPTED.
You can pay online when you make your initial booking or further payments through our customer portal, or you can request a payment link to pay using your credit or debit card please email us at information@pandaw.com including your Booking ID.
For further information please visit our Payment Methods page.
ADDITIONAL TERMS & CONDITIONS FOR BOOKERS WITH PTS FINANCIAL PROTECTION
Except where otherwise specified, we Pandaw Cruises Ltd (a Company registered in England) trading as Pandaw Cruises act only as an agent or sub-agent in respect of all bookings we take and/or make on your behalf.
These are the terms on which we will make a booking for your travel or holiday requirements. When making your booking we will arrange for you to enter into a contract with the supplier(s) (e.g. tour operator/airline/cruise company/accommodation company) named on your receipt(s). We can book you a package holiday with one company or we can book the services that make up your holiday with different principals or suppliers, in which case you will have separate contracts with each of them. As agent we accept no responsibility for the acts or omissions of the supplier(s) or for the services provided by them. The supplier's (s') Terms & Conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them.
We may organise our own packages as agent for the various travel service suppliers. In that case these Terms should be read in conjunction with our Package Holiday Booking Conditions and the Terms and Conditions of the travel service suppliers.
Our Agency Terms are governed by English Law and the jurisdiction of the English Courts. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live there and wish to do so.
All travel arrangements which we provide or which are sold through us are not an offer by us to sell any travel arrangements, but an invitation to you to make an offer to the suppliers of the arrangements. We are free to accept that offer on behalf of those suppliers or to reject it.
Booking and Payment
When you make a booking you guarantee that you have the authority to accept and do accept on behalf of your party these booking conditions. In order to confirm your chosen arrangements, you must pay a deposit as required by the supplier of the arrangements in question (or full payment if requested at the time of booking). You must also pay all applicable insurance premiums and booking fees. Your booking is confirmed and a contract between you and the supplier will exist when we send you confirmation on their behalf. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us. Any changes to the details will incur a charge determined by the supplier(s) booking conditions. The booking information that you provide to us will be passed on only to the relevant suppliers of your travel arrangements or other persons necessary for the provision of your travel arrangements. The information may be provided to public authorities such as customs or immigration if required by them, or as required by law. This applies to any special category (sensitive) information that you give to us such as details of any disabilities, or dietary and religious requirements. In making this booking, you consent to this information being passed on to the relevant persons. Certain information may also be passed on to security or credit checking companies. If you are travelling to the United States, the US Customs and Border Protection will receive this information for the purposes of preventing and combating terrorism and other transnational serious crimes. If you travel outside the European Economic Area, controls on data protection may not be as strong as the legal requirements in this country. If we cannot pass this information to the relevant suppliers, whether in the EEA or not, we will be unable to provide your booking. Full details of our data protection policy are available upon request.
If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If the balance remains outstanding 7 days after the balance due date notified to you we reserve the right to add a Late Payment Fee of £30 to the booking. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions. If you have paid a 'low deposit' the balance of the full deposit must be paid by the due date notified to you and then the full balance as that becomes due. Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier(s) concerned.
2. Accuracy of Prices
We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur. You must check the price of your chosen arrangements at the time of booking.
3. Insurance
Many suppliers require you to take out travel insurance as a condition of booking with them. In any event, we strongly advise that you take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. If we have issued your policy please check it carefully to ensure that all the details are correct and that all relevant information has been provided by you (e.g. pre-existing medical conditions). Failure to disclose relevant information will affect your insurance.
4. Special requests
If you have any special requests (for example dietary requirements, cots or room location), please let us know at the time of booking. We will pass on all such requests to the supplier, but we can't guarantee that they will be met and we will have no liability to you if they are not.
5. Changes and Cancellations by you
Any cancellation or amendment request must be made by the lead name and sent to us in writing, by email or post, and will take effect on the day we receive it. Proof of posting is not proof of receipt, therefore you are advised to also confirm all changes by telephone. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that such requests will be met. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the supplier of your arrangements. The supplier may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the travel arrangements and will normally increase closer to the date of departure).
Most scheduled airlines do not allow changes, and therefore full cancellation charges will usually apply. Most 'no frills' airlines have cancellation charges of 100% from time of booking.
By the Supplier
We will inform you as soon as reasonably possible if the supplier needs to make a significant change to your confirmed arrangements or to cancel them. We will also liaise between you and the supplier in relation to any alternative arrangements offered by the supplier but we will have no further liability to you.
6. Our responsibility for your booking
Your contract is with the supplier and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.
7. Financial Protection Membership for your booking
Pandaw Cruises Ltd are members of Protected Trust Services (membership number 6374), which provides our UK bookers with 100% financial protection by guaranteeing all payments made.
Every time a UK booking is made through us, your money is deposited into a PTS Trust Account designated to hold your money safely until all suppliers have been paid and you have travelled successfully. This means that if for example Pandaw Cruises Ltd ceased trading, Protected Trust Services would liaise with all suppliers to ensure that your holiday goes ahead unaffected, or if that was not possible simply refund you in full.
Therefore, the Trust Account plus the guarantee will ensure that all the money which you have paid is safely protected and available to reimburse.
8. ATOL Financial Protection
All the package holidays we sell, including those that we might organise for you, come with protection for your money. If you buy a single travel service then this might not apply. If we sell you a Tour Operators Package we may also sell you a separate travel service from anther supplier. As a Package is not a travel service in itself, the Tour Operator will be responsible entirely for the Package as the Organiser. Any other sale would not create a new package or make us an Organiser according the Package Travel and Linked Travel Arrangements Regulations. Package holidays are protected by the package organiser and we will provide you with their confirmation. When you buy an ATOL protected flight or flight inclusive holiday from us you will receive an ATOL Certificate. This lists what is financially protected, where you can get information on what this means for you and who to contact if things go wrong.
A) WHEN WE SELL FACE TO FACE
If, after selecting and paying for one travel service, you book additional travel services for your trip or holiday via our company, you will NOT benefit from rights applying to packages under the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, we will not be responsible for the proper performance of the individual travel services. In case of problems please contact the relevant service provider.
B) WHEN BOOKING ONLINE
If, after selecting and paying for one travel service, you book additional travel services for your trip or holiday via our company, you will NOT benefit from rights applying to packages under the Package Travel and Linked Travel Arrangements Regulations 2018. Therefore, our company will not be responsible for the proper performance of the individual travel services. In case of problems please contact the relevant service provider.
C) WHEN WE SEND LINKS TO OTHER WEBSITES
If you book additional travel services for your trip or holiday via this link/these links, you will NOT benefit from rights applying to packages under the Package Travel Regulations. Therefore, our company will not be responsible for the proper performance of those additional travel services. In case of problems please contact the relevant service provider.
However, if you book any additional travel services A) during the same visit to or contact with our company, B) during the same visit to our company's booking website, or C) via links we provide not later than 24 hours after receiving the confirmation of the booking from our company, the travel services will become part of a linked travel arrangement. In that case we have, as required by the Package Travel and Linked Travel Arrangements Regulations 2018, protection in place to refund your payments to us for services not performed because of our insolvency. Please note that this does not provide a refund in the event of the insolvency of the relevant service provider.
A copy of the Package Travel and Linked Travel Arrangements Regulations 2018 can be found at http://www.legislation.gov.uk/uksi/2018/634/contents/made
9. Passport, visa and health requirements
We can provide general information about the passport and visa requirements for your trip. Your specific passport and visa requirements, and other immigration requirements are your responsibility and you should confirm these with the relevant Embassies and/or Consulates. Neither we nor the supplier(s) accept any responsibility if you cannot travel because you have not complied with any passport, visa or immigration requirements. Please note that these requirements may change between booking and departure. Most countries now require passports to be valid for at least 6 months after your return date. Please ask us for full details. We can provide general information about any health formalities required for your trip but you should check with your own doctor for your specific circumstances in good time before your departure.
10. Accommodation Ratings, Standards and Information
All ratings are as provided by the relevant supplier. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given. All descriptions and content on our website or otherwise issued by us is done so on behalf of the supplier(s) in question are intended to present a general idea of the services provided by the supplier(s) in question. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any accommodation or any other services please contact us.
11. Complaints
Because the contract for your arrangements is between you and the supplier, any queries or concerns should be addressed to them. If you have a problem whilst on holiday, this must be reported to the supplier or their agent immediately. If you fail to follow this procedure there will be less opportunity for the supplier to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result. If you wish to complain when you return home, write to us. You will see our name and contact details in any confirmation documents we send you.
12. Final Travel Arrangements
Please ensure that all your travel, passport, visa and insurance documents are in order and where applicable you arrive in plenty of time for checking in at the port or airport. For flights it may be necessary to reconfirm your flight with the airline prior to departure. If you fail to reconfirm you may be refused permission to board the aircraft and you are unlikely to receive any refund.
13. Delivery of Documents
All documents (e.g. invoices/tickets/Insurance policies) that require to be posted will usually be sent to you via Royal Mail. Once documents leave our offices we will not be responsible for their loss unless such loss is due to our negligence. If tickets or other documents need to be reissued all costs must be paid by you.
TERMS AND CONDITIONS OF CARRIAGE ON A PANDAW SHIP
- All manifest will be finalized at least one month before the departure. If there is any last minute changes, please send an email to information@pandaw.com
- Though every effort will be made to ensure that the published itinerary is followed as closely as possible, given uncertain river and other local conditions, all schedules and itineraries may be subject to alterations and delays at short notice.
- The ship’s purser and captain are jointly responsible for passengers’ comfort and safety. Passengers must accept their decisions and instructions.
- Whilst our crew do everything in their power to facilitate landings, access to the ship at certain river stations can be difficult, with steep and sometimes slippery river banks. Elderly passengers should consult their doctor to ensure that they are fit for travel. Wheel chairs are not allowed.
- In the case of water levels being too high or low or defects to the vessel beyond the control of the company an alternative itinerary will be offered to passengers after consultation between the ship’s captain and the company’s management, subject to accommodation and meals being maintained on board the vessel unless by prior agreement with the passenger.
- Should it prove difficult to embark or disembark passengers at the scheduled points the company are not liable to bear any extra cost of transporting passengers to and from the revised point of embarkation or disembarkation unless passengers or their agents have purchased a complete package tour which includes land services from us. Any reason for changing the points of embarkation or disembarkation can not count as a reason for cancelling this contract.
- Passengers should seek advice from their doctor regarding relevant inoculations and prophylactics for travel to these countries.
- Passengers must be fully insured to cover any risk of medical expenses and repatriation (which includes repatriation of remains) and the Company is in no way responsible for such liabilities. Passengers must settle before departure any medical bills incurred whilst on a company ship for doctor’s attendance, drugs supplied, and any other medical facilities provided by the company for the passenger.
- Once a booking has been received through a sales agent or directly from the passenger a contract exists between the Company and the passenger and these terms and conditions must be adhered to by both parties.
- Unless otherwise agreed agents are responsible for the transfer of their passengers to and from the ship on time and in the event of a late arrival the ship is not obliged to delay departure thereby upsetting tight schedules.
- The company accept no liability or responsibility for loss or damage to passenger’s property whilst on board a company vessel.
- During the river stops on the company provide an guide service in the English language. Foreign language guides must be pre booked and there may be extra charges for this. Personal guides must be booked at normal rates in passenger accommodation.
- The company reserve the right to refuse to allow anyone on board if a ticket can not be produced and the company can not guarantee the exact allocation of cabins and deck location which may in the event of extenuating circumstances differ from the cabin number indicated on the ticket.
- Within the ticket price fuel costs have been calculated on average prices as of the publication of this document. Should fuel prices rise by more than 10% the company will be entitled to impose a fuel supplement equivalent to the amount by which the fuel price exceeds the price allowed for in the contract.
- It is not permitted to allow any breed of animal on board.
- Children from 8 years up to 18 years old get:
1 adult and 1 child – 1 cabin – child receives 50% reduction from adult price.
2 adults and 1 child – 2 cabins – 1 cabin with no single supplement and 50% reduction for the child.
2 adults and 2 children – 2 cabins – 50% reduction for both children.
Larger family groups – prices on request.
- In the event of a dispute the law of the country in which the vessel is operating will apply.
- The company reserves the right to change the vessel without notice.
- Payment terms and cancellation policy is printed on an invoice issued for each booking whether for an individual or for a group. Passengers and their agents must abide these terms and the company reserve the right to either cancel an existing reservation or to refuse passage in the event that these terms have not been adhered to.
- In the event that one passenger enters into a commercial or other form of relationship or arrangement with another passenger the company is no way liable for the obligations of one passenger to another passenger or any claim arising thereof.
- For cruise departures where occupancy is less than 5 cabins the company reserve the right to cancel the departure giving all passengers with confirmed bookings 30 days prior notice of this intention. An alternative departure date will be offered subject to availability. If this alternative date is not acceptable to the passenger any down payments made for the cancelled cruise will be refunded. In the event that a passenger has cancelled and paid cancellation fees and the Company subsequently cancel that departure then any cancellation fees (and down payment) will be refunded in full on the request of the passenger.
- The company reserves the right to change a cabin allocated without notice and in the event that a passenger is downgraded to a cheaper cabin then the difference in cost between the cabins will be refunded to the passenger or the passenger’s agents.
- Force Majeure: in the case of circumstances beyond normal control, such as war, civil or political unrest, strikes, catastrophes, epidemics or disruption to fuel supplies for the vessel, the Company may be forced to cancel the cruise. In these circumstances, Pandaw Cruises will offer all affected bookings an alternative departure date and itinerary. If no suitable alternative can be offered, a credit for future cruise will be provided for the guests to make a new booking at a later date. In the event of a cruise being cancelled as a result of the above force majeure situations following the commencement of that cruise period then Pandaw Cruises is under no obligation to provide any such offer.
- As the company acts as an agent of balloon flight operating companies, the company is not liable for any optional balloon flights booked on behalf of passengers (either booked via the company or by the passenger directly with the balloon flight operator). The contract and liability for any passengers booking optional balloon flights is directly between the passenger and the balloon operating company, whose terms and conditions apply.
- All passengers must ensure they have the correct visa for travel to any country where travel is booked. Pandaw Cruises are in no way responsible for arranging visas for passengers who have not obtained them in advance. Visa guidance is indicated on the joining instructions attached to any ticket but may not be up to date as visa policy for any country can change frequently without warning. Passengers should check with respective consular websites in order to obtain latest information. The company will refuse to carry any passenger without a valid visa, if so required for their particular nationality, on any vessel whose itinerary includes a border crossing.
- The company can not be held liable for purchases made during a Pandaw Cruises voyage, or before or after the voyage if land packages have been added to the voyage, whilst on excursion ashore, prove to be counterfeit.
Date Updated: 14th January 2026