Refund Policy

Transparent and straightforward refund terms for customer reassurance

Overview

At HavenDuskTide, we recognize that situations may arise necessitating a refund, and we commit to maintaining transparent and equitable refund policies. This document details the specific scenarios under which refunds can be granted for our yacht charter services.

Before finalizing a reservation, it is important to understand this policy thoroughly. By securing a charter with HavenDuskTide, you are consenting to these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete refund excluding service charges

Processing Time: 5-7 working days

Processing Fee: €50 for transactions via credit card

Conditions: Cancellation must be submitted through email or telephone

24-72 Hours Before Charter

Half Refund

Eligible for: Half of the overall cost of the charter

Processing Time: 7-10 working days

Processing Fee: €25 deducted from the refunded amount

Conditions: Valid justification required; administrative costs applicable

Less than 24 Hours Before Charter

No Refund

Eligible for: Refunds are not available

Exception: Consideration for emergencies on a case-by-case basis

Alternative: Possibility of a charter credit as determined by management

Conditions: Documented proof required for emergencies

Weather-Related Cancellations

The Weather Guarantee

At the forefront of our concerns is safety. Should the weather conditions be unsafe for the charter per our captain's professional assessment, we present several flexible options:

  • Complete Refund: When rescheduling is unfeasible, a full refund is provided
  • Reschedule: The charter can be rebooked for an available future date at no extra cost
  • Charter Credit: A credit note valid for one year from the initial charter date is offered

Process for Assessing Weather Conditions

Weather evaluations consist of:

  • Analyzing wind speeds and directions
  • Surf conditions and ocean swell heights
  • Forecasts of visibility and rain
  • Advisories and warnings from the Coast Guard
  • The captain's expert opinion on safety matters

Timeline for Decision: Decisions pertinent to weather-induced cancellations are made no later than 4 hours before the planned departure.

Medical Emergency Refunds

In Case of Emergencies

We are empathetic to the occurrence of medical emergencies. Special consideration may be extended under these circumstances:

  • Sudden sickness or injury needing hospital admission
  • Loss of a direct family member
  • Abrupt military deployment
  • Imperative jury duty or legal summoning
  • Natural calamities impinging on travel plans

Requirements for Documentation

For emergency-based refund requests, please furnish:

  • Medical confirmation or hospital records
  • Death notification, if relevant
  • Formal military commands
  • Legal summons or jury proof
  • Emergency bulletins or travel alerts

Procedure: Requests for emergency refunds are managed within 3-5 business days following receipt of appropriate documentation.

Operational Cancellations

Technical Setbacks

If the assigned yacht encounters unfixable mechanical issues:

  • Replacement: We endeavor to supply an equivalent substitute
  • Total Refund: Should no fitting alternative be procurable
  • Partial Refund: Adjustments made if the alternate vessel's pricing differs
  • Remuneration: Potential additional recompense for the inconvenience may be available

Unavailability of Crew

In the exceptional instance of an unavailable certified crew:

  • Efforts will be made to arrange a substitute crew if feasible
  • Full refund in the event the charter cannot proceed
  • Rescheduling without incurring additional costs

Refund Processing

Method of Refund

Authorized refunds are directed back to the original method of payment:

  • Credit Cards: 5-7 business days
  • Bank Transfers: 7-10 business days
  • Cash/Cheque: 3-5 business days

Service Charges

Credic Card Servicing

€50 fee for cancellations processed over 72 hours prior

Bank Transfer Execution

€25 fee for refund via bank transfer

Handling of International Transactions

Further charges may apply to international dealings

Issuing Charter Credits

Instances for Credit Allocation

Charter credits might be granted instead of a refund in specific situations:

  • Cancellations occurring shortly before the charter
  • Charters called off due to adverse weather
  • Client-initiated requests for rescheduling
  • Service disruptions

Terms for Credit

  • Validity: 12 months from the date of issuance
  • Non-Transferable: Cannot be shifted to other individuals
  • Value: Equates to the complete charter cost without service charges
  • Application: Applicable to any charter available
  • Expiry: No extensions past the 12-month period

Partial Refunds

Interruptions during Service

If the charter is disrupted or cut short due to controllable factors:

  • Refund proportionate to the unutilized portion
  • Credit for a subsequent charter of equivalent worth
  • Gratuitous additional services or enhancements

Disruptions owing to Guests

If a charter concludes precipitously due to guest misconduct or safety protocol breaches:

  • No reimbursement for the remainder of the time
  • Full payment is still obligatory
  • Incidental fees may be levied

Resolution of Disputes

Should you take issue with a refund determination, your options are:

  • Soliciting a reassessment by our administrative team
  • Presenting further evidence or documents
  • Engaging consumer protection bureaus
  • Legal recourse pursuant to pertinent regulations

Procedure to Request a Refund

Step 1: Reach Out to Us

Forward your refund solicitation via:

Step 2: Provision of Details

Your request should contain:

  • Confirmation code for the reservation
  • Scheduled date and time of the charter
  • Reason for the cancellation
  • Supportive papers, if necessary
  • Preference for the method of refund

Step 3: Assessment and Action

Upon acknowledgment of your request within a day, we will evaluate it in light of this policy, come to a decision in no more than two days, and carry out any approved refunds as per indicated times.

Essential Reminders

  • All appeals for refunds must be recorded and submitted
  • Refunds are processed in € despite the currency used for the initial payment
  • Purchasing travel insurance is highly advised
  • Policy is subject to amendments which will be notified 30 days in advance
  • Refund transactions adhere to applicable tax laws and provisions

Contact Information

For queries related to refunds or to put forward a refund inquiry:

Refund Services
HavenDuskTide Marine Services Ltd.
Marina Point
Cannes 06400
France

Telephone: +33 4 93 38 20 20
Email: [email protected]
Operating Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: September 12, 2029

This reimbursement policy is devised to be fair and upfront. We solicit you to go through these stipulations attentively ahead of your booking and to approach us should you have inquiries.