Booking Policy
The Duchess Cruises Limited
Last updated: 21st June 2026
This Booking Policy explains how bookings, payments, vouchers, cancellations, transfers and arrival arrangements are handled by The Duchess Cruises.
By making a booking through our website, over the phone, by email, or directly with The Duchess Cruises, you agree to this Booking Policy and our full Terms and Conditions.
1. Once your booking is made
Bookings made through our website generally require full payment at the time of booking.
Where The Duchess Cruises agrees to accept a deposit, including certain telephone or direct bookings, the booking will be confirmed once the required deposit has been received. Any remaining balance must be paid no later than 28 days before the scheduled cruise date. Failure to pay the balance by this date may result in cancellation of the booking.
Deposits are non-refundable except where required by law or where The Duchess Cruises cancels the booking in accordance with its Terms and Conditions.
If the balance is not paid by the required date, The Duchess Cruises reserves the right to cancel the booking and retain any deposit already paid.
If you have a gift voucher, you may use your voucher number as payment towards your booking. Your booking will only be confirmed once the voucher has been validated by our team.
Please check your booking confirmation carefully. It is your responsibility to ensure that the date, time, guest numbers, cruise type, food choices, dietary requirements and contact details are correct.
If anything is incorrect, please contact us as soon as possible.
2. Booking confirmations
Once your booking is confirmed, we may send you a booking confirmation by email or another written method.
Your confirmation may include:
a. cruise date and departure time;
b. number of guests booked;
c. payment status;
d. voucher details, where applicable;
e. food or menu selections;
f. dietary or accessibility notes;
g. boarding information;
h. cancellation and transfer rules.
Please keep your confirmation safe and bring any voucher information with you on the day if required.
3. The Duchess Conservatory
The Duchess Conservatory is our exclusive glass-fronted bow lounge, offering premium seating for up to 8 guests.
A minimum of 6 guests is required for this table and will be available on a first come, first served basis and cannot be guaranteed.
If you would like to request to be seated in the Duchess Conservatory please request this at the time of booking. Requests are only confirmed once approved by The Duchess Cruises.
4. Cancellations
If you wish to cancel, amend or transfer your booking, you must contact The Duchess Cruises as soon as possible.
Cancellation, amendment and transfer requests must be made in writing.
Please refer to our Terms and Conditions and your Booking Confirmation for details of cancellation charges, refunds, deposits and transfer arrangements applicable to your booking.
5. Transfers for standard bookings
If your request to transfer a booking is made more than 14 days before your scheduled cruise, we may, at our discretion, allow your booking to be transferred to an alternative date, subject to availability and payment of a £10 administration fee per booking.
If your request is made less than 14 days before your scheduled cruise, we may not be able to offer a transfer. This is because catering, staffing, seating allocations and operational arrangements may already have been made and we may not be able to re-sell the booking at short notice.
Any transfer remains entirely at the discretion of The Duchess Cruises and is subject to availability.
Please refer to our Terms and Conditions and your Booking Confirmation for details of cancellation charges and refunds that may apply.
6. Private functions and exclusive hire
For private functions and exclusive hire bookings, all deposits are non-refundable once paid.
Your booking is secured once the required deposit or payment has been received.
If you need to reschedule a private function or exclusive hire booking, you must give us at least 28 days’ notice.
Where a transfer is possible, an administration charge of £50.00 will apply.
Transfers are subject to availability and must be confirmed by The Duchess Cruises. Any applicable cancellation charges will continue to be governed by our Terms and Conditions.
7. Changes during the week of your booking
If your party numbers reduce during the week of your booking and we have not been informed in advance, we will not be able to offer a refund.
This is because seats, food, staffing and cruise arrangements will already have been prepared and we may not be able to resell those spaces.
Where possible, we may arrange for any additional paid meals to be provided in a takeaway box.
This does not affect any legal rights you may have, but it allows us to cover costs already incurred for your booking.
8. Gift vouchers
Gift vouchers may be used when booking, subject to availability and the voucher terms that apply.
You must provide your voucher number when making the booking so that it can be validated.
If you wish to transfer a voucher booking less than 14 days before the cruise date, an administration charge of £10.00 per booking will apply.
Please bring your voucher or voucher details with you on the day of your cruise. If you cannot provide valid voucher details when required, additional payment may be requested.
Vouchers have no cash value and cannot be exchanged for cash.
9. Boarding
Boarding is usually permitted 15 minutes before departure.
Unfortunately, due to turnaround times, cleaning, catering preparation and setup, we may not be able to allow guests to board earlier than this.
Please follow the instructions of our team when arriving and boarding.
10. Arrival time
Please plan your journey before your scheduled cruise and allow plenty of time to arrive.
We are unable to delay departure for late arrivals.
If you or members of your party arrive late and miss the cruise, no refund will be due.
You can find us on Google Maps by searching The Duchess Cruises or by searching Kings Bromley Marina,
WS13 8HT
11. Parking
The Duchess Cruises is located at Kings Bromley Marina, Lichfield Road, WS13 8HT.
Parking is available at the marina.
When you arrive you will be met at the gate by a member of The Duchess Cruises staff who will allow you entry. You will then be directed to The Duchess Narrowboat.
Please remain within the areas designated by our staff and avoid walking around the marina, out of consideration for marina residents and other users.
Please park sensibly and do not block access routes, gates, working areas, emergency access, or other vehicles.
Vehicles are parked at the owner’s risk. The Duchess Cruises cannot accept liability for vehicles parked at the marina, or nearby unless loss or damage is caused by our negligence.
12. Toilets
There is a toilet available on board The Duchess for customer use.
Please note that onboard toilet facilities are limited due to the nature of the boat.
13. Weather and safe cruising conditions
For safety reasons, The Duchess Cruises reserves the right to remain moored or alter the route due to severe weather, waterway conditions, mechanical issues, or instructions from navigation authorities. Where this occurs, the onboard hospitality experience will still go ahead. Refunds or alternative arrangements can only be provided in accordance with our cancellation and weather policy.
14. Minimum capacity cancellation
Some cruises require a minimum number of guests to operate.
Where The Duchess Cruises cancels a cruise due to insufficient bookings, customers will be offered an alternative date or a full refund. This will only be done as a last resort.
15. Food, dietary requirements and guest details
Food and seating arrangements are prepared in advance.
Please provide all dietary requirements, allergies and guest details requested by our team as early as possible.
Late changes may not be possible.
We will take reasonable care with dietary and allergen information, but we cannot guarantee a completely allergen-free environment due to the confined space of the narrowboat.
16. Customer responsibility
The person making the booking is responsible for:
a. providing accurate booking information;
b. checking the booking confirmation;
c. ensuring all guests arrive on time;
d. informing us of dietary requirements, allergen information, and accessibility needs;
e. making all guests aware of this Booking Policy;
f. ensuring all guests follow crew instructions while on the marina site and on board.
17. Contact us about your booking
For booking changes, voucher queries, cancellations or arrival questions, please contact:
The Duchess Cruises
Lichfield Road
Lichfield
WS13 8HT
Phone: 07581390994
Email: theduchesscruises@gmail.com