The Princess Promise ("Princess Promise") reflects our commitment to provide an enjoyable vacation to our guests. If a guest is not satisfied with a service provided on board the ship (for example, a spa treatment) and brings a complaint to our attention on the ship during the Vacation ("Vacation" defined below), we will work with the guest to make it right as quickly as possible. Resolutions shall be commensurate with the value of the service that caused the dissatisfaction. Potential resolution options may include, but are not limited to, replacement of the service, an onboard credit, a Future Cruise Credit (FCC), or a refund. The Princess Promise is currently valid on cruises departing through September 30, 2022, and only applies to onboard services from the time the guest boards the vessel at the beginning for their cruise and ends when the guest disembarks the vessel at the end of their cruise (the "Vacation"). We retain sole discretion in the administration of this policy to avoid abuse.
While the Princess Promise applies to our failure to meet onboard service expectations, it does not apply to: products, experiences, or medical services; delays, interruptions or deviations, and the like; other issues due to reasons beyond our control including, without limitation, actions of the guest, requirements of health, safety, weather, emergency debarkations and governmental rules or actions. The Vacation itself shall not be considered an onboard service. To the extent permitted by applicable law, the Princess Promise does not extend to any consequential costs, including medical treatment or expenses. The terms of this Promise do not alter any protection or remedies available to guests under applicable consumer laws, including those of Australia.