Cancellation & Refund Policy

We understand that travel plans can shift. Sometimes schedules change, unexpected issues arise, or questions come up after a booking is completed. This page explains how cancellations and refunds work for Thousand Islands cruise tickets purchased through our website.

Thousand Island Tours handles ticket reservations for sightseeing sailings departing from Clayton and Alexandria Bay. When you make a reservation through our website:

• Your purchase is completed directly with us
• We process your payment securely
• We issue and deliver your boarding tickets
• We manage cancellation and refund requests according to the ticket terms shown at checkout

All bookings on our platform follow the same cancellation rule:

• With Ticket Assurance — more than 24 hours before departure: You may cancel for free and receive a full refund. Send your cancellation request to our support team.
• With Ticket Assurance — within 24 hours of departure: The booking is non-refundable and cannot be rescheduled.
• Without Ticket Assurance: The booking is non-refundable from the moment of purchase, regardless of the reason. Rescheduling is available up to 72 hours in advance.

Approved refunds are typically processed within 5 to 10 business days, depending on your payment method.

• Operator cancellation: If the vessel operator officially cancels your sailing and no alternative departure is offered, you receive a full refund regardless of the Ticket Assurance window.
• Confirmed ticket issues: If a ticket is verified as invalid due to a system error and boarding is denied for reasons directly related to the ticket itself, a full refund is issued after verification.
• Tickets not delivered: If your ticket does not arrive before your scheduled departure, contact us immediately so we can reissue or refund it.

• Changes in personal travel plans or scheduling conflicts
• Late arrival at the dock or missed boarding time
• Selecting the wrong date, departure time or ticket quantity
• Tickets lost, misplaced or deleted after delivery
• Failure to follow boarding instructions or required ID checks

Cruises operate rain or shine — weather alone does not trigger a refund. Only an operator cancellation does.

You can submit a request online using your booking reference and email, or write to us at support@thousandislandscruise.com with:

• Your booking reference number
• The full name used at checkout
• Your scheduled sailing date and departure time
• A brief explanation of your request

Every refund inquiry is reviewed individually by a member of our support team — not by automation. If a refund is approved, confirmation is sent by email along with information about expected processing timelines. If a request does not qualify under the applicable terms, we explain the reasons clearly.