Refund Policy

Transparent and equitable reimbursement guidelines for your assurance

Overview

We at SmoothOceanTrip recognize that situations can shift, which is why we are committed to providing straightforward and forthright refund terms. These terms detail the specific scenarios in which yacht charter service refunds would be granted.

Before securing your booking, we urge you to familiarize yourself with this policy thoroughly. By reserving a charter with SmoothOceanTrip, you are registering your consent to abide by these refund stipulations.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Qualifies for: Complete refund except for transaction fees

Refund Processing Time: 5-7 business days

Transaction Fee: €50 for card payments

Prerequisites: Written request via electronic mail or telephonic communication is necessary

24-72 Hours Before Charter

50% Refund

Qualifies for: Half of the entire charter cost

Refund Processing Time: 7-10 business days

Transaction Fee: €25 subtracted from the refund amount

Prerequisites: Cancellation must be supported by a legitimate reason; administrative fees are incurred

Less than 24 Hours Before Charter

No Refund

Qualifies for: No refunds provided

Exception: We may take into consideration emergencies

Alternatives: A credit for future charters could be extended at the discretion of management

Prerequisites: Emergency cases must be substantiated with proper documentation

Weather-Related Cancellations

Our Weather Guarantee

Your safety takes precedence. If our seasoned captain assesses that the weather conditions pose a threat to safe sailing, we will gladly provide you with flexible alternatives:

  • Full Refund: If rebooking isn't an option, we will provide a full reimbursement
  • Reschedule: You may reschedule to another suitable date without incurring extra charges
  • Charter Credit: We'll issue a credit valid for one year from the original charter date

Weather Evaluation Method

For evaluating weather conditions, we consider:

  • Assessing wind speed and direction
  • Evaluating sea conditions and wave magnitude
  • Forecasting visibility and precipitation
  • Taking into account Coast Guard advisories and alerts
  • Relying on our professional captain for a safety assessment

Final Call: Judgements regarding weather-related cancellations will be made at least 4 hours prior to the intended departure time.

Medical Emergency Refunds

Special Consideration Cases

Medical emergencies can unfold unexpectedly, and we are prepared to extend special consideration for instances such as:

  • Urgent medical conditions or injuries necessitating hospital admission
  • The passing of an immediate family member
  • Impromptu military deployment or recall
  • Legal obligations such as jury service or court orders
  • Travel complications due to natural calamities

Required Documentation

To process your emergency refund request, please furnish the following:

  • Medical attestation or hospital records
  • Death certificate, where relevant
  • Government military orders
  • Legal summons or a notice for jury duty
  • Travel warnings or emergency proclamations

Processing Time: Refunds for emergencies are expedited within 3-5 business days from the submission of required documentation.

Operational Cancellations

Technical Failures

In the event that the vessel dedicated to your experience encounters mechanical setbacks that we can't solve:

  • Alternate Vessel: We shall endeavor to provide a substitute vessel of comparable quality
  • Complete Refund: If no suitable replacement can be arranged
  • Partial Reimbursement: In case the alternative vessel's rates differ
  • Concession: We might offer further compensation for the inconvenience caused

Unavailable Crew

In the uncommon event that our certified crew is unable to serve on your scheduled charter:

  • We will make efforts to arrange for an alternative crew
  • A full reimbursement will be issued if the charter cannot go forward
  • Option to reschedule at no additional expense

Refund Processing

Refund Methods

Reimbursements will be made through the same channel as the original booking payment:

  • Credit or Debit Cards: 5-7 business days
  • Direct Bank Transfers: 7-10 business days
  • Cash or Cheque: 3-5 business days

Transaction Fees

Card Transaction Processing

€50 charge for cancellations exceeding 72 hours before charter

Bank Transfer Charges

€25 fee for refunds via bank transfer

International Transactions

Extra charges may be applicable for international transfers

Charter Credits

Credit Issuance Scenarios

Circumstances where we might opt to provide a credit rather than a refund include:

  • Last-minute cancellations within a 24-hour timeframe
  • Cancellations linked to adverse weather
  • Requests to move the charter date voluntarily
  • In the case of unexpected operational interruptions

Credit Conditions

  • Validity: Credits are valid for a 12-month period from the date of issuance
  • Non-Transferable: Credits cannot be transferred to others
  • Value: Equivalent to the full price of the charter, with no deduction for handling fees
  • Utilization: Credits may be applied to future charters subject to availability
  • No Extension: No extension past the validity period of 12 months will be granted

Partial Service Reimbursements

Interruption of Services

If your charter experience is disrupted or curtailed due to circumstances within our control:

  • Proportional refund reflecting the unused portion
  • Credit for a future charter equivalent in value
  • Complimentary services or potential upgrades being offered

Guest-Induced Disruptions

Should a charter terminate prematurely due to misconduct or safety breaches by the guests:

  • No reimbursement for the unused duration
  • Full charge for the scheduled charter is still applicable
  • Potential extra fees may ensue

Dispute Mediation

Should there be any disagreement with a refund determination, the following steps can be taken:

  • Application for reconsideration by our managerial cadre
  • Provision of supplementary proof or documentation
  • Engagement with consumer protection entities
  • Exploration of legal channels as dictated by the relevant jurisdiction

Refund Initiation Process

Step 1: Get in Touch

To proceed with your refund application, reach out to us through:

Step 2: Necessary Details

Include these particulars in your refund enquiry:

  • Confirmation code of your reservation
  • Scheduled charter date and timing
  • Cancellation motive
  • Any supporting official papers, if relevant
  • Your preferred route for refund

Step 3: Examination and Execution

Our representatives will send an acknowledgement of your refund request in a day's time, evaluate it considering this policy, reach a decision within a 48-hour window, and undertake the refund processing in accordance to the specified timeframes.

Critical Reminders

  • Refund requests are to be lodged only in written form
  • Refunds are carried out in € even if the original payment was made in a different currency
  • We highly advocate obtaining travel insurance cover
  • This policy is amendable, subject to a notice period of 30 days
  • All refunds are subject to the relevant taxes and legal stipulations

Enquiries and Contact

For further inquiries regarding refunds or to proceed with a refund application, please connect with:

Refunds Division
SmoothOceanTrip Marine Services Ltd.
Marina Point
Hamburg 20459
Germany

Telephone: +49 40 123456
Email Correspondence: [email protected]
Operating Hours: Monday to Friday, from 9:00 AM to 5:00 PM

Date of Last Revision: August 26, 2027

We have constructed this refund policy to be both fair and transparent. We encourage your complete review of these terms prior to booking and invite any queries you may have.