Payment & Cancellation Policy — Adora Mediterranea

Cruise Line: Adora Mediterranea

1. A deposit payment of at least 50% of total fare is required upon booking.
2. For your convenience, balance payments can be made in installments, provided that the full payment is completed before the due date. The due date is 100 days prior to the departure date.
3. Failure to make payments by the due date may result in complications with your booking, including delays or cancellations.

Cancellation Policy

The cancellation policy of the cruise line shall apply as follows.

Notes

1. Cancellation fees above are applicable for low and mid season only. For peak season or special discount promotion, 100% cancellation fees apply.
2. Name change fee is RM200 per person. Requests must be made no later than 21 days before the cruise departure date. At least one original passenger must remain in the same cabin.
3. A 6% foreign exchange conversion fee will be imposed as cruise fare affected by foreign exchange currency.
4. For travel fair or special promotion strictly no changes on name or sailing date/itinerary will be allowed.
5. Pregnant guests who are 24 weeks or more into their pregnancy, and infants below 6 months old are not allowed to board the cruise. No refund or compensation will be given in the event of cancellation due to pregnancy.
6. Non cruise components such as coach transfer etc. are strictly non-refundable.
7. Amendments within 14 days before departure are not permitted and will be considered a cancellation (100% of total fare applies).
8. All cancellation or amendment requests must be submitted in writing via email to cs@arbatravel.com
9. All the above will be subjected to change without prior notice.
10. Adora Mediterranea Cruise reserves the right to cancel or substitute any scheduled port call / itinerary / price / program / vessel / cabin at any time without prior notice.

General Terms

1. Official Communication

All official communication regarding bookings or trips will be made only with the registered booking holder. ARBA Travel will not be held responsible for any miscommunication or failure to share information with other participants by the booking holder.

2. Responsibility for Passenger Details and Documents

2.1. Customers are fully responsible for ensuring that all passenger details and supporting documents (such as passport information, etc.) are accurate, complete, and valid at the time of submission.

2.2. ARBA Travel is not obligated to verify, check, or confirm the accuracy of any information or documents provided by the customer. ARBA Travel is not required to contact customers for clarification on these details.

3. Consequences of Incorrect Information

3.1. ARBA Travel will not be held responsible for any loss, delays, rejections, cancellations, additional charges, penalties, or other issues that arise due to incorrect or incomplete information submitted by the customer.

3.2. Any costs or charges arising from errors in passenger details, including amendment fees, rebooking, reissuance, or penalties imposed by cruises, embassies, suppliers, or authorities, shall be borne fully by the customer.

4. Booking Modifications or Cancellations

4.1. Requests to modify or cancel a booking will only be deemed valid once written confirmation ("black and white") is received from ARBA Travel. ARBA Travel will not actively pursue customers for decisions.

4.2. If no response is provided within the stipulated timeframe, the booking will remain unchanged, and ARBA Travel will not be liable for any consequences arising from this.

4.3. Any amendment requests are subject to approval by the cruise line and will incur the applicable amendment charges as outlined in the policy.

5. Subsequent Payments

5.1. Any subsequent payments for travel insurance, or other related services/products must be made upon receipt of the invoice from ARBA Travel.

6. Cancellation by the Cruise

6.1. Refundable amounts will be subject to the Cruise policy.

6.2. Full refunds are not applicable in cases of force majeure events, including but not limited to natural disasters, government restrictions, acts of war, pandemics, or other circumstances beyond the company's control.

6.3. In such force majeure situations, any refund shall be strictly subject to the refund policies of the respective suppliers and cruises. The amount refunded will be based solely on the actual refundable amount received from suppliers and/or cruises, and may not be a full refund.

6.4. Notwithstanding clauses 6.3 and 6.4 above, where ARBA Travel or the Cruise issue an official Force Majeure declaration and cancels the affected trip in full prior to departure, the Force Majeure Deferment and Credit Shell Policy under Section 8 of this Policy shall govern the resolution for all affected customers. The Credit Shell Scheme under Section 8 shall apply in place of any cash refund obligation. For the avoidance of doubt, clauses 6.3 and 6.4 shall continue to govern situations where the force majeure event occurs during the trip, results in partial disruption only, or where ARBA Travel has not issued a full pre-departure cancellation declaration.

7. Responsibility for Property Damage

7.1. Customers are fully responsible for any damage caused to property, including but not limited to cruise facilities during the trip. The customer must cover the cost of repair or replacement. Failure to settle such charges may result in a loss of eligibility for future bookings with ARBA Travel.

Section 8 — Force Majeure Deferment & Credit Shell Policy

This section governs trip cancellations declared by ARBA Travel or the Cruise in full prior to departure, arising from Force Majeure events as defined in Section 8.1. Where ARBA Travel or the Cruise issue an official full pre-departure cancellation declaration, this Section shall prevail over all other provisions in this Policy. For force majeure events occurring during a trip or causing partial disruption only, Notes Section 6.3 and 6.4 shall continue to apply.

8.1 Definition of Force Majeure

For the purposes of this Policy, a "Force Majeure Event" means any event or circumstance beyond the reasonable control of ARBA Travel or the Cruise that renders the trip operationally unsafe, legally impermissible, or impossible to carry out. Force Majeure Events include, but are not limited to, the following categories:

(a) Acts of War and Armed Conflict

• War, whether declared or undeclared, between nations or parties
• Armed conflict, military operations, or hostile acts
• Geopolitical sanctions, trade embargoes, or travel restrictions imposed by any government or international body
• Invasion, occupation, or seizure of territory by military forces

(b) Acts of Terrorism and Civil Unrest

• Acts of terrorism, sabotage, or politically motivated violence
• Civil unrest, riots, insurrection, or rebellion
• Threat of imminent terrorist attack as declared by relevant authorities

(c) Natural Disasters and Extreme Weather

• Earthquake, tsunami, volcanic eruption, or geological event
• Severe flooding, cyclone, typhoon, hurricane, or extreme storm
• Wildfire, avalanche, or other natural catastrophe
• Extreme or abnormal weather conditions rendering travel unsafe

(d) Public Health Emergencies

• Pandemic or epidemic declared by the World Health Organisation (WHO) or Malaysian authorities
• Government-mandated quarantine, travel bans, or public health restrictions
• Outbreak of infectious disease at the destination or in transit countries

(e) Government and Regulatory Actions

• Government-imposed travel advisories, bans, or entry restrictions to or from any country
• Sudden changes in visa or immigration policy rendering travel impossible
• Border closures, port closures, or airspace restrictions by any government or authority
• Regulatory suspension of airline routes by aviation authorities

(f) Aviation and Transport Disruptions

• Airline groundings, route suspensions, or operational halts by carriers
• Airport closures or airspace restrictions for safety, security, or regulatory reasons
• Significant and unforeseeable disruption to transport infrastructure

(g) Nuclear, Chemical, and Environmental Incidents

• Nuclear incident, radiation emergency, or chemical or biological hazard
• Environmental contamination rendering a destination unsafe or inaccessible

(h) General Catch-All

Any other event, act of God, or circumstance not within the reasonable control of ARBA Travel or the Cruise that renders travel operationally unsafe, legally impermissible, or practically impossible to carry out, as determined at ARBA Management's sole and reasonable discretion.

8.2 Declaration of Force Majeure

8.2.1. The declaration of a Force Majeure Event and the activation of this Section shall be made solely by ARBA Travel Management in writing.

8.2.2. ARBA Travel will endeavour to notify all affected customers no less than fourteen (14) days prior to the scheduled departure date where the nature and circumstances of the event permit such advance notice.

8.2.3. In the event of a sudden, rapidly escalating, or unforeseeable Force Majeure Event that does not allow for fourteen (14) days' prior notice — including but not limited to events occurring within days of or on the departure date — ARBA Travel reserves the right to declare the Force Majeure Event and activate this Section with a shorter notice period. In such cases, ARBA Travel will notify affected customers as soon as reasonably practicable following the event.

8.2.4. Official notification will be communicated via email from cs@arbatravel.com to the registered booking holder's email address. This email notification shall constitute the official and binding notice of Force Majeure declaration. ARBA Travel will also endeavour to reach customers through secondary means including telephone call and WhatsApp, however these secondary communications shall not substitute the official email notice.

8.2.5. Customers are responsible for ensuring that their registered email address on file with ARBA Travel is current, accurate, and active. ARBA Travel shall bear no liability for failure of notification due to an incorrect, inactive, or unmonitored email address provided by the customer.

8.2.6. Once issued, the Force Majeure declaration is final and binding on all affected customers under the declared booking batch.

8.3 Activation of Credit Shell — No Cash Refund

8.3.1. The Credit Shell Scheme under this Section applies exclusively to bookings where ARBA Travel has issued an official full pre-departure cancellation declaration arising from a Force Majeure Event. It does not apply to force majeure events occurring during an ongoing trip, partial disruptions, or situations where no formal full cancellation declaration has been issued by ARBA Travel prior to departure.

8.3.2. Upon issuance of a qualifying Force Majeure declaration by ARBA Travel, the Credit Shell Scheme shall automatically apply to all affected bookings.

8.3.3. All payments made by the customer for the affected trip are strictly non-refundable in cash. No cash refund shall be issued as a standard resolution under this Section.

8.3.4. The total amount paid by the customer shall be converted in full into a Credit Shell, which the customer may utilise for future travel and products with ARBA Travel in accordance with the terms set out in this Section.

8.3.5. ARBA Travel will issue a Credit Shell confirmation to the registered customer via email from cs@arbatravel.com, containing the Credit Shell value, validity period, and redemption instructions. Customers are required to present valid identification — Malaysian National Identity Card (MyKad) for Malaysian citizens, or valid passport for non-citizens — matching the registered booking holder's details upon redemption.

8.4 Credit Shell Value and Nature

8.4.1. The Credit Shell value shall be equal to one hundred percent (100%) of the total amount paid by the customer to ARBA Travel for the affected booking, including deposits and all subsequent payments made.

8.4.2. The Credit Shell functions as a monetary wallet holding the customer's paid amount in Malaysian Ringgit (MYR). It carries the exact MYR value paid and may be applied toward eligible ARBA Travel products and services as specified in Section 8.6.

8.4.3. The Credit Shell has no cash value. It cannot be encashed, redeemed for cash, exchanged for monetary consideration, or used for any purpose other than payment toward eligible ARBA Travel products and services.

8.4.4. Third-party payments made directly by the customer and not paid to ARBA Travel — including but not limited to travel insurance purchased independently — are excluded from the Credit Shell value.

8.5 Credit Shell Validity

8.5.1. The Credit Shell shall be valid for a period of five (5) years from the original scheduled departure date of the affected trip as stated in the booking at the time of the Force Majeure declaration.

8.5.2. As ARBA Travel is required to issue the Force Majeure declaration prior to the scheduled departure date, customers will effectively have a validity period exceeding five (5) years calculated from the date of declaration.

8.5.3. In cases where a booking involves multiple passengers or departure dates, the earliest scheduled departure date within the booking shall be used as the commencement date for the five (5) year validity period.

8.5.4. Upon expiry of the Credit Shell, any remaining unused value shall be forfeited without compensation, refund, or extension. Customers are strongly encouraged to utilise their Credit Shell prior to expiry.

8.5.5. No extension of Credit Shell validity shall be granted except at the sole discretion of ARBA Management upon written request by the customer.

8.6 Eligible Usage

8.6.1. The Credit Shell may be applied as full or partial payment toward any product or service offered and sold directly by ARBA Travel, including but not limited to:

• Group Tour (GT) packages to any destination
• Private Tour (PT) packages including ground arrangements and/or flights
• Self Tour packages
• Cruise Tour packages
• Any other travel product or service sold directly by ARBA Travel

8.6.2. The Credit Shell cannot be used for payments to third parties not arranged or invoiced through ARBA Travel, personal travel insurance purchased independently, or cash withdrawal.

8.7 Partial Redemption and Remainder

8.7.1. Customers may redeem the Credit Shell in multiple transactions across different bookings, provided each redemption falls within the five (5) year validity period.

8.7.2. Any unused remainder of the Credit Shell following a partial redemption shall carry forward automatically to the same registered booking name and shall remain subject to the original expiry date. No extension of validity shall be granted on the remainder.

8.7.3. Each partial redemption will be recorded and the updated Credit Shell balance will be communicated to the customer by ARBA Travel.

8.8 Non-Transferability

8.8.1. The Credit Shell is strictly non-transferable. It is tied exclusively to the registered booking holder's name and verified identity as recorded in ARBA Travel's system at the time of issuance.

8.8.2. Any booking that seeks to utilise the Credit Shell must be made under the same registered booking name on file with ARBA Travel. ARBA Travel will require verification of the registered holder's identity — Malaysian IC or passport number — before processing any Credit Shell redemption.

8.8.3. The Credit Shell may not be assigned, gifted, sold, or transferred to any other person under any circumstances.

8.8.4. Minor corrections to the registered name arising from typographical errors on the same person's identity may be permitted at ARBA Travel's discretion, subject to the customer providing valid supporting identity documentation. Such corrections do not constitute a transfer.

8.9 Top-Up and Price Difference Obligation

8.9.1. If a customer redeems the Credit Shell toward a trip or product of higher value than the Credit Shell balance, the customer must pay the difference in full prior to confirmation of the new booking.

8.9.2. The Credit Shell functions as a fixed MYR wallet reflecting the original amount paid. It does not adjust for inflation, currency fluctuation, or price changes in ARBA Travel's product catalogue.

8.9.3. If the product selected at time of redemption is of lower value than the Credit Shell balance, the remaining balance carries forward as per Section 8.7. No cash change or refund shall be issued for the difference.

8.10 Price Difference at Redemption

8.10.1. The Credit Shell functions as a fixed MYR wallet reflecting the original amount paid to ARBA Travel. It does not adjust for inflation, currency fluctuation, or any changes in ARBA Travel's product pricing at any point during the validity period.

8.10.2. All package prices at the time of Credit Shell redemption are subject to the prevailing rates at that time, including any applicable peak season surcharges, fuel surcharges, airline fare adjustments, currency fluctuations, and last-minute surcharges.

8.10.3. Any price increase between the original booking and the redemption date is the full responsibility of the customer and must be settled in full prior to confirmation of the new booking. The Credit Shell covers only the fixed MYR amount originally paid.

8.10.4. ARBA Travel shall not be liable for any price differences arising from changes in product pricing, cruise fares, taxes, or any other external cost factors between the original departure date and the date of redemption.

8.11 Open Date Option

8.11.1. Customers who do not wish to select a new trip or product immediately may hold their Credit Shell as an Open Date credit, to be utilised at any point within the five (5) year validity period.

8.11.2. When the customer is ready to confirm a new travel date or product, the final confirmation must be submitted in writing via email to cs@arbatravel.com and shall be valid only upon written acknowledgement by ARBA Travel.

8.11.3. The following confirmation timelines apply and are consistent with ARBA Travel's standard Open Date policy under Section 4:

• 45 days or more before intended departure: confirmation accepted
• 31 to 44 days before intended departure: accepted at ARBA Travel's sole discretion and not guaranteed
• 30 days or less before intended departure: will not be accepted under any circumstances

8.11.4. All Open Date redemptions are subject to seat availability, updated package pricing, and operational feasibility at the time of confirmation.

8.12 Complimentary Gifts Under Force Majeure

Notwithstanding the provisions of Section 7 of this Policy, the following specific terms shall apply to complimentary gifts for bookings affected by a declared Force Majeure Event:

8.12.1. Complimentary gifts, promotional benefits, or special offers granted under the original booking promotion is subject to the availability of gift quota at the time of rescheduling and at the Cruise's sole discretion.

8.12.2. Complimentary gifts shall not be carried forward or transferable if the customer changes to a different destination.

8.12.3. If the complimentary gift is no longer available at the time of rescheduling due to stock depletion, promotion expiry, or any other reason, ARBA Travel is not obligated to substitute, replace, or provide compensation of any form in lieu of the gift.

8.12.4. The non-utilisation or non-availability of any complimentary gift shall not entitle the customer to any refund, price reduction, Credit Shell top-up, or claim against ARBA Travel.

8.13 General Provisions

8.13.1. The Credit Shell has no cash value and cannot be encashed, redeemed for cash, or exchanged for any monetary consideration under any circumstances.

8.13.2. Any expired Credit Shell balance is forfeited without compensation, refund, extension, or reinstatement.

8.13.3. ARBA Travel's decision on all matters relating to Force Majeure declarations, Credit Shell issuance, valuation, eligibility, and redemption shall be final and binding.

8.13.4. ARBA Travel reserves the right to amend, revise, or update this Section at any time without prior notice, subject to operational requirements and external circumstances.

8.13.5. Personal Data Protection: Personal data collected by ARBA Travel for Credit Shell purposes, including identity card and passport numbers, is processed in accordance with the Personal Data Protection Act 2010 (Malaysia) and is used solely for identity verification and Credit Shell administration purposes. ARBA Travel will not disclose such data to third parties except as required by law.

Credit Shell Quick Reference

Disclaimer

1. This policy is subject to the terms and conditions of ARBA Travel.
2. ARBA Travel reserves the right to amend or update this policy at any time without prior notice.
3. By making any payment, you acknowledge that you have read, understood, and agreed to abide by the company's terms and conditions, as well as any applicable tax laws and regulations.