My P&O Cruises terms and conditions
Dining and entertainment
Speciality Dining Terms and Conditions
Menus displayed on My P&O Cruises and My Holiday are sample menus only and content and prices may vary on board.
Prices displayed on My P&O Cruises may differ to prices on board. However, any prepaid cover charges or reservation charges made via My P&O Cruises will not be affected by any such variations.
Some menus in our speciality restaurants include dishes with a supplementary charge. These are not included within the prepaid charges. Any additional supplements will be applied to your on-board account at the end of your meal and charged at the current price on board at that time.
All prices shown on My P&O Cruises and My Holiday are based on food items only. Beverage charges are an additional cost.
Any discounts shown on My P&O Cruises are based on food items only.
If you cancel your holiday, any prepaid speciality dining charges will be refunded to your payment card.
Speciality Dining – Cover Charge Venues
You may cancel your reservation at any time. Any prepaid cover charge will be refunded in full to your payment card.
There will be no cancellation charges if you cancel your reservation at least 24 hours prior to your reservation time.
If you cancel less than 24 hours prior to your reservation time, you will be charged a cancellation fee of £10.00 per person. Any cancellation charges will be applied to your on-board account.
Speciality Dining – Venues with Individually Priced Items
Some of our venues offer a menu with individually priced items. In these venues, a per person reservation charge is to be paid at the time of booking for pre-cruise reservations via My P&O Cruises.
Individually priced items will be charged to your on-board account based on your order. The total prepaid reservation charge will be deducted on board from your final bill at the end of your meal.
Any advertised discounts will be applied on board to your final bill at the end of your meal.
Pricing displayed on My P&O Cruises and My Holiday is subject to change.
You may cancel your reservation at any time. Any prepaid cover charge will be refunded in full to your payment card.
There will be no cancellation charges if you cancel your reservation at least 24 hours prior to your reservation time.
If you cancel less than 24 hours prior to your reservation time, you will be charged a cancellation fee of £10.00 per person. Any cancellation charges will be applied to your on-board account.
The Limelight Club – Arvia, Britannia and Iona
You may cancel your reservation at any time. Any prepaid cover charge will be refunded in full to your payment card.
There will be no cancellation charges if you cancel your reservation at least 24 hours prior to your reservation time.
If you cancel less than 24 hours prior to your reservation time, you will be charged a cancellation fee of £10.00 per person. Any cancellation charges will be applied to your on-board account.
The Cookery Club – Britannia
You may cancel your reservation at any time.
There will be no cancellation charges if you cancel your reservation at least 24 hours prior to your reservation time
If you cancel less than 24 hours prior to your reservation, you will be charged a cancellation fee of 100% of your prepaid cover charge. Any cancellation charges will be applied to your on-board account.
Changes to Scheduled Events
The Limelight Club Acts (Arvia, Britannia and Iona) and The Cookery Club classes, dinners and hosted events (Britannia) are subject to change. If we are unable to operate an event as advertised, we will offer an alternative and let you know of this change as soon as is reasonably possible.
In this instance, should you wish to cancel your reservation, any prepaid cover charge will be refunded in full to your payment card. You will not be charged a cancellation fee.
Drinks packages
Guests aged 17 years old or under will receive a complimentary Refresh drinks package when all qualifying adults in the same cabin purchase a Classic or Deluxe drinks package through My P&O Cruises.
Purchase on My P&O Cruises is possible until 3 days prior to departure.
Drinks packages purchased prior to sailing are 10% cheaper than the onboard price for the same package. This is already included in the price you see on the My P&O Cruises website and the prices below.
For the terms and conditions of the new drinks packages click here.
The Refresh drinks package
Packed with fizz, punch and zing, fantastic all-day refreshment is at your fingertips. Just kick back, relax and quench your thirst from day one with our range of soft drinks.
Alcohol-free drinks package
Fresh, fruity and flavour-packed drinks you can enjoy all day and all night too. Our Alcohol-free drinks package includes everything from the Refresh drinks package, plus Costa Coffee (small), hot chocolate, non-alcoholic beverages including Heineken 0%, a choice of still or sparkling water (small) and a whole range of non-alcoholic cocktails and soft drinks.
Classic drinks package
Dive into a wide selection of fabulous drinks with a tipple for every mood. Our Classic drinks package includes everything from the Refresh and Alcohol-free drinks packages, plus even more. From Piña Coladas and Mai Tais to your pick of popular branded spirits, our exclusive Marabelle Gin and Golden Tide Rum, and a choice of Heineken, Birra Moretti or John Smith’s for the beer-lovers, you’re spoilt for choice.
Deluxe drinks package
Savour your favourites or branch out and try a new tipple with our most generous drinks package. From colourful cocktails to fine spirits and everything in between, our Deluxe drinks package includes lots of drinks from Costa Coffee (plus fruit coolers), Pepsi, prosecco, a wide selection of wines from The Glass House and so much more. Delight in our most popular brands like Grey Goose Vodka, Tidal Rum and Salcombe Gin, as well as an extended selection of cocktails, including a fresh Aperol Spritz or Sunset Cooler.
Shore Experiences
My P&O Cruises Shore experience ticket prices
The price of selected shore experience tickets on My P&O Cruises saves 10% compared to when purchased on board our ships. Our standard terms and conditions will apply to any purchases made on My P&O Cruises. Purchase on My P&O Cruises is possible until 3 days prior to departure. Shore experiences are subject to availability. Until booked, ticket prices are subject to future increases both on My P&O Cruises and on board.
Safety on shore experiences
The provisions in the Booking Conditions and these terms and conditions govern P&O Cruises’ responsibility to guests in respect of shore experiences. Participation by a guest in shore experiences is conditional upon such guest’s acceptance of such terms and conditions. Participation may also be subject to the independent tour operators’ own terms and conditions. We will arrange for shore experiences to be performed by an independent local experience provider. P&O Cruises does not provide or supply the shore experience services. We will exercise reasonable care and skill in selecting the shore experience providers and require them to comply with all relevant local, national and /or international standards and legislation. The health, safety and comfort of our guests is paramount. We therefore require all shore experience providers to have insurance and to have and to adhere to their own safety management systems. However, you should still take care for your own safety and that of any children there may be in your party. Shore experiences will operate in all weathers unless it is advised by the local provider that it is inappropriate or unsafe for the experience to go ahead as planned. We want you to enjoy every aspect of your holiday so please read the information about the shore experiences very carefully and take reasonable precautions for your own safety and that of those in your party. Please ensure that you have read the Guide to symbols and Important information sections.
Please note that in relation to all shore experiences P&O Cruises are not responsible or liable for any loss, damage, or injury sustained by you unless such loss, damage or injury arises out of a breach of legal duty of P&O Cruises. P&O Cruises will not in any circumstances have a greater liability than the experience supplier and P&O Cruises shall not be responsible for the negligent acts/omissions of the experience supplier. P&O Cruises will invoice you for all medical care given onboard and you will also be responsible for the cost of any hospital visits on land. P&O Cruises assumes no responsibility or liability for any goods purchased while participating in a shore experience. Any purchase ashore is solely between the guest and the vendor.
Travel Insurance
Before booking any activity shore experience we strongly recommend that you ensure your travel insurance extends to cover the specified activity. It is your responsibility to obtain adequate insurance.
Shore experience prices
The prices for shore experiences are in Pounds Sterling are subject to change without notice. Prices may vary by departure date and time and are capacity controlled. Since prices are likely to increase closer to departure, it pays to book early. Once you have booked and paid for your shore experience the price will not change. Pre-booked shore experiences will be charged to a valid credit/debit card prior to the start of your cruise. Charges for shore experiences booked once the cruise has started will be added to your on board account. Tickets will be delivered to your cabin. The prices for shore experiences are charged per adult, child and in some cases per vehicle.
Some shore experiences have a minimum age to participate, which is either set out in the tour description or will be made known to you when booking. For experiences deemed suitable for children, generally the published child price applies to children aged 3 to 12 inclusive on the date of sailing. Children over the age of 12 will require adult tickets. Infants aged 2 and under on the date of sailing can travel on the experience free of charge, as long as they are seated on your lap. However, there may be occasions when this information changes. In these cases notes have been added to the experience description. Please ensure that you book a tour ticket for your infant.
Note that all minors (those under 18) must be accompanied by an adult on shore experiences.
Shore experience timings & availability
The published duration for each experience is approximate. The departure time printed on your experience tickets is the time that the last vehicle will leave. Prior to arrival in each port of call, the departure time of each experience will be confirmed in the ship’s daily newspaper. Timings are subject to change, should the arrival time at any port be delayed, or the itinerary for any particular experience is amended. The order of advertised sites within the shore experience description may vary, and itineraries may operate in reverse order to that described. Please bear in mind that at some ports of call it will be necessary to walk some distance to reach your mode of transport. The ranges of experiences on offer are dependent on the ship and the date of the call in port.
Refunds and cancellations
You may cancel or amend the majority of reserved experiences at no cost online through My P&O Cruises or by phoning our customer contact centre up to 3 days in advance of sailing. There may, however, be shore experiences that are non-refundable or incur a cancellation penalty or have an earlier cancellation deadline; details of this will be contained in the tour description.
(i) Pre-paid shore experience bookings
Once on board, if you wish to cancel your shore experiences before the cancellation deadline (generally 48 hours prior to the arrival in port) a 10% cancellation fee will be applied to your onboard account and the full amount paid will be refunded to your original credit / debit card.
We regret that we are unable to refund the cost of experiences that are cancelled by guests after the cancellation deadline. If you do wish to cancel your shore experience after the cancellation deadline we will credit the original credit /debit card with the full amount paid, however a 100% cancellation fee will be posted to your onboard account. In order to process any cancellations, tickets must be returned to the onboard Shore Experiences Office.
(ii) Shore experience bookings made on board
If you wish to cancel your shore experience before the cancellation deadline (generally 48 hours prior to the arrival in port) you should return your tickets to the Shore Experiences Office where a 10% cancellation fee will be applied to your onboard account. We regret that we are unable to refund the cost of experiences booked on board that are cancelled by guests after the cancellation deadline.
(iii) Peninsular Club Discount
If you are a member of the Peninsular Club and your pre-paid shore experience qualified for a discount, any applicable refunds will be credited back to the original credit card excluding the discount awarded.
(iv) Shore experience cancellations
All shore experiences require a minimum participation, which if not achieved, may mean the experience will be cancelled. In this event an alternative may be offered. We reserve the right to cancel or amend shore experiences prior to commencement for any other reason, including upon operational or commercial grounds, in which case we will make any refunds to your credit/ debit card if booked in advance or your onboard account if booked on board. Should any experience have to be abandoned or amended after setting off, the best possible onboard credit will be arranged according to the circumstances.
Car hire and private arrangements
If you wish to hire a car, book a private driver and guide for the day, or arrange a private tour for a small group at any of our ports of call, please contact the Shore Experience team on board at least 48 hours in advance of the call date. A non-refundable booking fee of £15 will be applied to each enquiry for car hire and the cost of private arrangements and will be charged to your on board account. Private arrangements will be billed to your on board account. Car hire, unless otherwise agreed, will be payable in local currency or credit card to the local representative on the day. Separate terms and conditions apply to these bookings and these will be advised by the Shore Experience manager on board before you confirm the booking. If you decide to cancel once the booking has been made, any cancellation fees incurred will be charged to your on board account.
Transport
Standards of transport vary considerably throughout the world. Air-conditioned coaches are not available in some countries, whilst in others local buses are the best that can be provided. Please also bear in mind that cars, taxis or mini-buses may also be used at some ports where coaches are not available, or are limited. Guests are asked to take care when boarding and disembarking vehicles particularly bearing in mind that some vehicles have high steps. All airline space used in touring is economy class unless otherwise stated. Guests wishing to travel together should all meet for the experience together as this will help the Shore Experience team allocate places in the same vehicle.
For everyone’s comfort and safety smoking is not permitted aboard any sightseeing vehicle. Guests are also requested to switch off mobile telephones.
Escorts
Where possible, a P&O Cruises escort will accompany your shore experience to monitor tour quality standards. Escorts are members of the ship’s company who volunteer to accompany a shore experience. We are unable to guarantee that every coach or shore experience will have an escort, as their availability depends on work schedules and attendance at emergency safety drills on board.
Mobility
Please refer to the ‘You need to know’ section of the P&O Cruises brochure where, under the headings ‘Disabilities & mobility’ and ‘Mobility ashore’, you will find details of factors to bear in mind before booking your experiences. We have tried to give an idea of the physical conditions and general environment on each experience in the description, but have not recommended particular experiences for those guests with reduced mobility or who use a wheelchair, as everyone has differing abilities. Generally, full size coaches are able to accommodate small, collapsible scooters and /or manual wheelchairs (a limited number per coach). The coach driver is, however, unable to assist with the loading of scooters or wheelchairs into the vehicle. Where minibuses / trolley trains are used to operate shore experiences, the storage space is insufficient to be able to accommodate wheelchairs or scooters. If you would like more details about a particular experience, please speak to the Shore Experience manager on board.
Towards responsible tourism
P&O Cruises cares about the environment and we are conscious of the impact that shore experiences may have on local eco-structures and cultural heritage. We strive to minimise the negative impact of our visits and actively seek to offer more responsible forms of tourism. Part of the joy of travel is to have the opportunity to go off the beaten track and to obtain a privileged insight into the cultural or natural environment of a destination. These types of visits need to be managed sensitively and with care. That is why you will sometimes see a special environmental message alongside the description of a particular shore experience or may be offered words of advice by your Tour Guides. Please help support our environmental efforts when ashore. By respecting the cultures, traditions and ecology of the places visited with ethically and environmentally responsible behaviour we can help make our visits more rewarding for all.
Changes to this information
For the safety and reassurance of guests, all experiences in our brochure and on our website, are operated under the management of local independent companies that we select on your behalf. Only P&O Cruises authorised Shore Experience managers on board are permitted to arrange, or accept payment for such experiences. The information in our brochure and on our website represents P&O Cruises plans and intentions at the time of going to press. For this reason, all information made available on the website and printed in our brochure is subject to alteration. In the event of significant changes or alterations we will where reasonably possible let you know in advance. Please note that the photography used in our brochure depicts typical locations and ambience that may be experienced on a shore experience and that the details and equipment shown may vary from that offered on a particular activity or tour.
P&O Cruises is a business name of Carnival plc, a company incorporated in England, registered number: 040399524, registered office: Carnival House, 5 Gainsford Street, London SE1 2NE. VAT Reg no. GB 761 4300 58.
Spa
Oasis Spa treatments and services are available to book via My P&O Cruises up until 3 days before the start of your holiday*.
After this date treatments and services can be booked on board.
Prepaid spa bookings will be charged to your debit/credit card at the time of booking.
The final decision regarding your suitability to undertake a spa treatment or service rests with the Oasis Spa personnel.
If you are deemed unsuitable to undertake a prepaid spa booking then a refund will be issued to your debit/credit card.
Please note that prices shown on My P&O Cruises may be different to prices on board, however prepaid spa bookings made via My P&O Cruises will not be affected by any changes.
Loyalty discount is available on all spa bookings and is calculated based on the tier you will be on at the time of taking your treatment. Loyalty discount is deducted from your payment at checkout.
All treatments, services and facilities are subject to availability. Whilst every effort is made to ensure the full availability of spa services, unforeseen circumstances may result in some of them being unavailable at short notice. In the event that we are forced to cancel a prepaid spa booking, a full refund will be issued to your debit/credit card used at time of booking.
You may cancel or make amendments to your prepaid spa booking up to 3 days before the start of your holiday via My P&O Cruises or by phoning our Customer Contact Centre. In the event that you need to cancel or amend you’re booking once on board, please contact the Oasis Spa directly.
Spa bookings can be made for anyone travelling with the same booking reference as you.
Your prepaid spa booking is fully refundable on board up to 24 hours before your treatment time. If you cancel at least 24 hours before your treatment time a full refund will be issued to your debit/credit card used at time of booking. If you cancel less than 24 hours before your treatment time then you will be charged a cancellation fee of 50% of the relevant treatment or service cost. The prepaid charge will be refunded to your debit/credit card used at time of booking and the relevant cancellation charge will be applied to your on board account.
If you cancel your holiday any prepaid treatment charge will be refunded to your credit/debit card. Oasis Spa is operated by OneSpaWorld (Bahamas) Ltd under licence.
1. How to use the Spa
1.1. Opening Hours
The Oasis Spa is open daily from 8:00am through to 10:00pm everyday at sea. In port the hours are 8:00am until 10:00pm. The Gym is open daily from 8:00am – 8:00pm.
1.2. Treatment Time
We recommend you arrive in the spa 30 minutes prior to your scheduled treatment time so you have time to shower, change and use the facilities. Upon arrival to Oasis Spa, you may be asked to complete a consultation form in order for the therapist to assess your suitability for a particular treatment.
1.3. Therapist Meeting Point
A confirmation letter will be in your cabin on arrival to the ship, confirming your scheduled treatment time and meeting point. Please be at the meeting point showered and in your robe 5 minutes before your scheduled appointment time. If you are using the spa facilities before, please ensure you leave enough time to dry off and return to the meeting place for your scheduled time. If you are late, we may have to reduce your treatment time to accommodate our next guest.
1.4. Spa Attire
A swimming costume is required in the thermal suite, hydropool, sauna or steam room. In the gym, proper fitness attire should be worn, including training shoes for all classes except yoga, meditation and Pilates, for which we recommend bare feet. For all spa treatments, briefs should be worn, or we will be pleased to provide disposable underwear if preferred. We recommend you arrive Spa ready.
1.5. Spa Facilities **
There is a fee to use the thermal suite and hydropool, which can be booked in advance. Use of the gym and changing rooms is complimentary for all passengers.
1.6. The Retreat***
The Retreat is a luxurious private outdoor space where you can enjoy some “me time” and the attentive service of our Retreat Stewards. Retreat passes are chargeable; please see Oasis Spa reception to book once on board, or alternatively Retreat passes can be pre-purchased.
1.7. Medi-Spa
Medi spa services can be booked pre cruise.
1.8. Under 18
You must be at least 18 years of age at the time of embarkation to make a prepaid spa booking via My P&O Cruises. Bookings for spa treatments and services for anyone under the age of 18 must be made on board by the parent or guardian. A parent or guardian will be required to accompany anyone under 18 for selected services; this will be advised by the Spa at the time of booking. The youngest age we accept is 14 years old and salon services are available for under 14 years old.
2. Satisfaction Guarantee Policy
2.1. We pride ourselves on enriching the lives of all our passengers with premium treatments that nurture wellness on every level. If we fall short of your service expectations, we will offer an alternative service or, if preferred, issue a refund. We welcome all your comments and encourage you to share your treatment experience with the Spa Manager.
* World Cruise guests may pre-book treatments up to 3 days before the World Cruise start date.
**The thermal suite and hydropool are only available on selected ships.
*** The Retreat is only available on board Arvia, Azura, Britannia, Iona and Ventura
Internet
A 15% discount is available on Wi-Fi package when making a purchase prior to sailing. The discount and the advertised savings calculated are against the onboard price.
Level of service:
There is no guarantee of availability or minimum connection speed. Your connection speed may not be suitable for some applications, and particularly those involving real-time or near real-time, high bandwidth uses.
You understand and agree that WiFi interruptions may occur, and that P&O Cruises will not be liable for such interruptions. You further understand and agree that P&O Cruises has no control over third party networks you may access during your use of the internet, and therefore, delays and disruptions of other network transmissions are beyond P&O Cruises’s control. We will not be liable for any failure of performance, if such failure is due to any cause beyond our reasonable control.
Refunds:
Any pre-booked Packages will be charged to a valid credit/debit card prior to the start of your cruise. Charges for Packages booked once the cruise has started will be added to your on board account.
The price paid at the time of purchase will be honoured irrespective of the price at the time of sailing, if however, an upgrade is purchased, the price of the upgrade will be equivalent to the price at the time of booking the upgrade.
Pre-booked Packages can be cancelled and refunded in full to the original debit/credit card up to 3 days prior to departure.
Should there be any issues with the internet once on board, please contact Reception. We will endeavour to resolve the issue and avoid any reoccurrence in the future, however, please note that the internet is subject to the availability and the operational limitations of the requisite equipment and associated facilities.
P&O Cruises are not responsible for any impact to, or interruption of, business resulting from the use of the internet. For further terms and conditions in relation to the internet, please refer to our ‘WiFi terms of service and acceptable use Policy’.
Gifts
Gift Packages
These Terms are for The Ultimate Celebration Package, The Bon Voyage Package, The Birthday Package, The Welcome Aboard Package (“Gift Packages”) when purchased on My P&O Cruises prior to the departure of your cruise.
All Gift Packages are subject to availability. Gift Packages cannot be purchased less than 4 days before the departure date of your cruise. Gift Packages may be cancelled at any time. A non-refundable cancellation charge equal to 100% of a Gift Package price is payable where Gift Packages are cancelled less than 4 days before the departure date of your cruise. For all other cancelations a full refund will be made to the credit or debit card used to purchase a Gift Package.
Included Gift Package items may differ from pictures shown on pocruises.com or My P&O Cruises. All Gift Package items are provided on the first day of your cruise. Date of delivery for birthday cakes confirmed by you on first day of your cruise. P&O Cruises may substitute items for items of a comparable or greater value if included items are unavailable onboard.
Included Gift Package items may not be substituted by a guest or exchanged for onboard spending money. Gift Packages containing alcohol may not be purchased by guests aged under 18. Gift Package prices are subject to change. Included Speciality Dining: Included Speciality Dining provided by way of a voucher for a Speciality Dining cover charge (“Cover Charge”) redeemable by guests at Speciality Dining restaurants onboard. Cover Charge is limited to £30 per person, per meal. Cost of drinks and ‘Surf & Turf’ meal at Keel & Cow restaurant are excluded from Cover Charge and are payable by guests separately. All Speciality Dining and spa treatments are provided subject to P&O Cruses’ and OneSpaWorld’s Terms and Conditions available at pocrusies.com. Photography, Speciality Dining and spa treatment reservations can only be made onboard and are subject to availability.
Florist
These Terms are for all flower gift packages (“Florist Packages”) purchased on My P&O Cruises prior to the departure of your cruise. Florist Packages cannot be purchased less than 4 days before cruise departure date. Florist Packages may be cancelled at any time prior to cruise departure. A non-refundable cancellation charge equal to 100% of a Florist Package price is payable for Florist Packages cancelled less than 4 days before the departure date of your cruise. For all other cancelations a full refund will be made to the credit or debit card used to purchase a Florist Package. All Florist Packages are provided on the first day of your cruise. Individual Florist Package inclusions are subject to availability and included flowers may differ from pictures shown on pocruises.com or My P&O Cruises. P&O Cruises may substitute included items for items of a comparable or greater value if advertised items are unavailable onboard. Included Florist Package items may not be substituted by a guest or exchanged for onboard spending money.
Pre Cruise Sales of P&O Cruises Teddy Bears
1. Introduction
These terms and conditions govern your purchase of any P&O Cruises’ Teddy Bears (called the “Bears”) from our website, MyCruise. By using our website and placing an order for the Bears you accept these terms and conditions in full. We are Carnival plc trading as P&O Cruises with a registered address at Carnival House 100 Harbour Parade, Southampton SO15 1ST.
2. Order process
To place an order you must follow the online purchasing procedure for the Bears shown on MyCruise. Once you have placed an Order through MyCruise we will contact you by email from ‘noreply@my.pocruises.com’ to confirm we've received your order and have accepted it (the "Order Confirmation").
If we do not send you an Order Confirmation we have not accepted your order and are not required to deliver any Bears you have ordered. Sometimes we reject orders, for example, because goods may be out of stock, are not available on your cruise holiday, or because the Bears were mispriced by us. When this happens we will let you know as soon as possible and refund you any sums you have paid.
3. Price and payment
The price of the Bears will be as shown at all times on MyCruise except in the case of an obvious error. We will charge you using the debit or credit card details you provide to us on MyCruise. Payment is taken when we accept your order and at the same time, or shortly before, you receive your Order Confirmation.
4. Delivery
Delivery of Bears will be completed in the first 24 hours after you board the ship during your cruise. By purchasing the Bears you are agreeing to accept a delivery period which may be longer than 30 days from the date you pay for your Bears.
5. Descriptions
We make all efforts to show an accurate representation of the Bears on MyCruise but any individual Bear’s true colour may not exactly match that shown on your device or in our marketing.
6. Cancelations and returns
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. If you are a consumer who was in the United Kingdom during the time you purchased the Bears, your legal rights entitle you to the following:
· Up to 30 days: if your goods are faulty, then you can get a refund.
· Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
· Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
You may also cancel your order for any Bears using the cancel function on MyCruise provided you do this at least 3 before your cruise holiday departs. If you cancel your order on MyCruise within this time we will refund the price you paid for the Bears to the card used to make payment and will not deliver the Bears to you. There is no charge for cancelling your order using this method.
7. Changing your mind
If you are a consumer who was in the United Kingdom at the time you purchased your Bears, you have a legal right to change your mind and cancel your purchase. If you do change your mind post purchase, we will refund you what you paid for any Bears, subject to the following terms and conditions:
You must let us know no later than 14 days after the day we first deliver your Bears to you. To let us know you want to change your mind, you must contact our Customer Service Team on 0344 338 8003 or write to us at: po.guestsupport@carnivalukgroup.com
· You have to return the Bears at your own cost. You have to return the Bears to us within 14 days of you telling us you have changed your mind. Returns are at your own cost. You should return the Bear back to us at Carnival House, 100 Harbour Parade, Southampton SO15 1ST using an established delivery service. If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won't refund you the price.
· We may reduce your refund if you have used or damaged the Bears. If you handle the Bears in a way which would not be acceptable in-store, we reduce your refund to compensate us for its reduced value.
· When and how we refund you. If you are sending your Bears back to us, we will refund you within 14 days of receiving them back from you (or receiving evidence you've sent them to us). We refund you by the method you used for payment. We don't charge a fee for the refund.
8. We can change products and these terms
We can always change the Bears to reflect changes in relevant laws and regulatory requirements or to make minor technical adjustments and improvements. We may update these terms and conditions from time-to-time and can withdraw the Bears from sale entirely at any time.
9. We can end our contract with you
We can end our contract with you if you don't make any payment to us when it's due or if you don’t, within a reasonable time of us asking for it, provide us with information or access that we need to provide the Bears, or if we reasonably suspect you to be acting in a fraudulent or unlawful manner.
10. We don't compensate you for all losses caused by us or our products
We will sometimes be responsible for losses you suffer by us breaking this contract. We are not responsible if the loss is unexpected or caused by a delaying event outside our control. We are not responsible for any of your losses that were avoidable by you or represent a business loss or loss of profit to you.
11. We use your personal data as set out in our Privacy Notice
How we use any personal data you give us is set out in our Privacy Notice which can be accessed here: https://www.pocruises.com/legal-and-privacy/privacy/privacy-notice
12. Nobody else has any rights under this contract
This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
13. You have several options for resolving disputes with us.
Our complaints policy. Our Customer Service Team who can be contacted on 0344 338 8003 will do their best to resolve any problems you have with us or the Bears. If the dispute cannot be resolved with our Customer Service Team you should view the terms of our booking conditions available at https://www.pocruises.com/legal-and-privacy/booking-terms-and-conditions which detail your options for dealing with complaints concerning your cruise holiday, generally.
14. Law and Jurisdiction
Contracts for the purchase of the Bears through our site will be governed by English law. Any dispute arising from, or related to, such contracts shall be subject to the exclusive jurisdiction of the courts of England and Wales.
Wine Packages
Wine Packages
Wine collections can be purchased up to 3 days before your cruise departs. You can cancel your wine collection at any time before your cruise departs by visiting My P&O Cruises for a full refund to the original payment card. If you cancel on or after the departure date of your cruise a 100% cancellation fee applies, and no refund will be made.
Individual wines included in wine collections are subject to availability. Details of included wines shown on My P&O Cruises or our website are illustrative only. If a specific wine is unavailable, we will substitute it with a replacement wine of equal or greater quality that we select. Wine collections may be withdrawn from sale at any time and may not be available on every cruise.
Multi-Buy Offer
My P&O Cruises - Multi-Buy T&Cs - Spa
1.Offer entitles guests to a 30% discount when purchasing 3 Qualifying Products. Qualifying Products are selected Spa treatments shown as eligible for the Offer on My P&O Cruises, excluding all Thermal Suite, The Retreat and Medi-Spa treatments or services.
2.To qualify for a 30% discount, a guest must purchase three qualifying spa products. This offer is valid only for purchases made for the same guest, even if multiple guests are travelling together.
3.The Offer is only available for new purchases of Qualifying Products made between 10 March 2025 and 1 October 2025.
4.Discount is calculated against the individual value of any Qualifying Products when purchased pre-cruise through the My P&O Cruises website.
5.Discount will be applied before any loyalty tier discount.
6.Purchases of Spa treatments made pre-cruise can be cancelled without charge up to 3 days before the advertised cruise departure date. After this time cancellation charges may apply.
7.P&O Cruises reserves the right to withdraw or alter the terms of this Offer at any time.
My P&O Cruises - Multi-Buy T&Cs - Shorex
1.Offer entitles guests a 10% discount when purchasing 4 qualifying shore experiences when sailing on a 7-night Azura holiday between 1 May 2025 and 2 October 2025.
2.Offer entitles guests a 5% discount when purchasing 6 qualifying shore experiences when sailing on a 14-night Azura holiday between 1 May 2025 and 25 September 2025.
3.To qualify for the discount, a guest must purchase the required number of qualifying shore experiences. This offer is valid only for purchases made for the same guest, even if multiple guests are travelling together.
4.The Offer is only available for new purchases of Qualifying Products made between 10 March 2025 and 1 October 2025.
5.Discount is calculated against the individual value of any Qualifying Products when purchased pre-cruise through the My P&O Cruises website.
6.Discount will be applied before any loyalty tier discount.
7.Purchases of shore experiences made pre-cruise can be cancelled without charge up to 3 days before the advertised cruise departure date. After this time cancellation charges may apply.
8.P&O Cruises reserves the right to withdraw or alter the terms of this Offer at any time.
9.Please note that the discounted shore experiences can be purchased until 3 days before departure and our standard terms and conditions will apply to any purchases made.