Refund Policy
Transparent and equitable refund provisions for your confidence
Overview
At Ocean's Elegance Yacht Club, we realize that sometimes plans need to change, and we commit to providing clear and straightforward refund terms. This document illustrates the criteria under which refund requests for yacht rental services are honored.
It is important to acquaint yourself with this policy prior to booking. By reserving a yacht with Ocean's Elegance Yacht Club, you consent to and accept these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding administrative charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Must be submitted officially through email or telephone
24-72 Hours Before Charter
Eligible for: Half the total charge of the charter
Processing Time: 7-10 business days
Processing Fee: €25 deducted from the reimbursement amount
Conditions: A valid justification is required; administrative expenses may apply
Less than 24 Hours Before Charter
Eligible for: No returns are possible
Exception: Cases of urgent nature may be taken into consideration
Alternative: A credit for future charters could be offered at the discretion of the management
Conditions: Official proofs required for urgent condition claims
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our greatest priority. If the weather conditions are deemed unsuitable for sailing by our certified captain, we present flexible alternatives:
- Full Refund: 100% refund if rescheduling isn't feasible
- Reschedule: You may change your booking to another available date with no extra cost
- Charter Credit: A voucher usable for one year from the original booking date
Weather Assessment Process
Our assessment of weather conditions includes:
- Evaluation of wind strength and course
- Checking wave height and sea state
- Forecasts of visibility and rainfall
- Announcements and precautions from the Coast Guard
- Safety appraisals by the professional captain
Decision Timeline: Determinations about weather cancellations are made at least 4 hours ahead of the scheduled departure time.
Medical Emergency Refunds
Emergency Circumstances
Medical emergencies are unpredictable, and we understand this. The following scenarios may be grounds for exceptional exceptions:
- Sudden sickness or injury that necessitates hospital admission
- A death in the immediate family
- Sudden military deployment or emergent recall
- Being called for jury duty or legal subpoenas
- Catastrophes affecting your travel plans
Documentation Requirements
To consider an emergency refund, kindly provide:
- Proof of hospitalization or a medical certificate
- A death certificate, if pertinent
- Military enlistment documentation
- A summons for court or jury notice
- Travel alerts or declarations of emergency
Processing: Requests for emergency refunds are processed within 3-5 business days following receipt of valid documentation.
Operational Cancellations
Mechanical Issues
Should there be irreparable mechanical difficulties with your assigned vessel:
- Alternative Vessel: We will make efforts to provide a similar substitute
- Full Refund: Granted if no equivalent replacement is available
- Partial Refund: Issued if the alternative has a difference in rates
- Compensation: Additional recompense may be offered for the inconvenience experienced
Crew Unavailability
If a certified crew is unexpectedly unavailable:
- An alternative crew will be arranged if practicable
- A full refund if the rental cannot commence
- Rescheduling options without extra charges
Refund Processing
Payment Method
All reimbursements will be made through the initial payment method chosen at the time of reservation:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
€50 charge for cancellations actioned more than 72 hours prior
Bank Transfer Processing
€25 charge applied to all bank transfer refunds
International Processing
Additional charges may be incurred for foreign transactions
Charter Credits
When Credits Are Offered
Occasionally, charter credits may be proposed in lieu of a refund under certain circumstances:
- Last-minute cancellations (under 24 hours notice)
- Cancellations tied to adverse weather conditions
- Voluntary rebooking requests
- Irregularities or disruptions in service
Credit Terms
- Validity: Valid for one year from the issuance date
- Transferability: Cannot be transferred to others
- Value: Corresponds to the full value of the charter, no fees applied
- Usage: Applicable to any available yacht rental
- Expiration: Extensions past 12 months are not permitted
Partial Service Refunds
Service Interruptions
In the unfortunate event that your charter is interrupted or ends prematurely due to controllable factors:
- A refund graded based on the unutilized portion
- Credit equivalent to the remaining charter value
- Gratuitous services or potential upgrades as compensation
Guest-Related Interruptions
If a charter finishes ahead of time due to guest behavior or breaches in safety measures:
- No returns for the unfinished service duration
- Full remittance remains obligatory
- Potential additional costs for incurred damages
Dispute Resolution
In case of disagreements with the refund assessment, you are entitled to:
- Appeal for a reassessment by our executive team
- Presentation of supplementary proof or details
- Attempt dispute settlement through consumer advocacy groups
- Pursue legal channels as per the governing laws
How to Request a Refund
Step 1: Contact Us
To start your refund request, please reach out by:
- Email: [email protected]
- Phone: +49 40 1234 5678
- Visiting our waterfront office in person
Step 2: Provide Information
Your refund application should include the following details:
- Your confirmed reservation details
- The date and time of the charter
- The cause for cancellation
- Related documentation, when relevant
- Your requested method for the refund
Step 3: Review and Processing
Our team will acknowledge your refund petition within a day, review it against this policy, inform you of our resolution within two days, and proceed with the agreed reimbursements in accordance to the timeframes stated prior.
Important Notes
- All requests for refunds need to be presented formally in writing
- Reimbursements are processed in €, independent of the original transaction currency
- We highly suggest obtaining travel insurance
- This refund guideline is amendable with a 30-day notification period
- Refunds are liable to applicable legalities and financial regulations
Contact Information
If you have inquiries regarding refunds or to submit a request for one:
Refunds Department
Ocean's Elegance Yacht Club Marine Services Ltd.
Marina Point
Hamburg 20459
Germany
Phone: +49 40 1234 5678
Email: [email protected]
Office Hours: Monday–Friday, 9:00 AM – 5:00 PM