Refund Policy
Transparent and equitable refund terms for your reassurance
Overview
At StillHarborOrchid, we are aware that situations may alter, and we aim to maintain transparent and equitable refund practices. This document provides the circumstances that may warrant a refund for yacht charter services.
Before finalizing a reservation, please review this policy thoroughly. By reserving a charter with StillHarborOrchid, you accept and consent to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding transaction charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Must be sought formally by email or telephone
24-72 Hours Before Charter
Eligible for: Half of the overall charge for the charter
Processing Time: 7-10 business days
Processing Fee: €25 deducted from the refund amount
Conditions: Acceptable rationale needed; administrative fees apply
Less than 24 Hours Before Charter
Eligible for: Refunds are not available under these conditions
Exception: Emergency cases might be taken into account
Option: Credit for future charters might be dispensed at the discretion of the administration
Conditions: Emergency assertions necessitate documentary proof
Weather-Related Cancellations
Our Weather Guarantee
Protections are our utmost concern. If charter activity is determined to be risky due to weather by our certified captain, we offer accommodating alternatives:
- Full Refund: If no other date is available to reschedule
- Reschedule: Shift your trip to an available future date with no surplus cost
- Charter Credit: Obtain credit that can be used for up to 12 months from the date of the initial charter
Weather Assessment Process
Our evaluation of the weather encompasses:
- Assessment of wind velocities and patterns
- Analysis of sea state and wave height
- Evaluating visibility and forecasted precipitation
- Monitoring official marine advisories and alerts
- Appraisal from a professional captain concerned with safety
Decision Timeline: Determinations regarding weather cancellations are made no later than 4 hours prior to the scheduled departure time.
Medical Emergency Refunds
Emergency Circumstances
We are sympathetic to the occurrence of unforeseen medical emergencies. The scenarios below might qualify for exceptional consideration:
- Hospitalization due to sudden disease or injury
- A close relative's demise
- Mandatory military movements or recalls
- Legal summons for court or jury obligations
- Natural disasters influencing travel
Documentation Requirements
Documentation is necessary for the assessment of requests for refunds due to emergencies:
- Hospital notices or a certified doctor's statement
- Death verification, if it applies
- Authorized military directives
- Official court summons or proof of jury duty
- Public advisories or declarations related to emergencies
Processing: Refunds relating to emergencies are dealt with in a period ranging from 3 to 5 business days after receiving legit documentation.
Operational Cancellations
Mechanical Issues
In the event that the allocated vessel encounters mechanical faults that are irremediable:
- Alternative Vessel: An attempt will be made to provide a suitable substitute
- Full Refund: If no fitting replacement can be found
- Partial Refund: If the substitute vessel has different financial terms
- Compensation: Additional indemnity may be accorded for the trouble caused
Crew Unavailability
In the infrequent case of qualified crew not being available:
- Efforts will be made to arrange an alternative crew when feasible
- Fund reimbursement in full if the charter cannot proceed
- Reschedule at nought extra cost
Refund Processing
Payment Method
Returned funds are reprocessed back to the payment modality originally employed for the booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
€50 fee is applicable to cancellations done with more than 72 hours notice
Bank Transfer Processing
A €25 fee applies to all reimbursements made via bank transfer
International Processing
Extra fees might be levied for transactions across national borders
Charter Credits
When Credits Are Offered
Credits towards charters can be tendered as an alternative to a refund under particular conditions:
- Late terminations (briefer than 24 hours prior)
- Cancellations due to inclement weather
- Voluntary changes requested by the customer
- Interruptions due to operational issues
Credit Terms
- Validity: Active for 12 months from issuance
- Transferability: Credits are non-assignable to others
- Value: Represents the full amount of the charter minus processing charges
- Usage: Applicable to any charter that's available
- Expiration: No extensions past the 12-month limit
Partial Service Refunds
Service Interruptions
Should the charter experience interruptions or end earlier due to control variables within our purview:
- A refund that's correlated with the duration not utilized
- Voucher for an equivalent future charter
- Additional complimentary services or upgrades
Guest-Related Interruptions
If premature cessation of the charter occurs due to guest conduct or non-compliance with safety instructions:
- No reimbursement for the period not experienced
- Full settlement is still demanded
- Possible supplementary fees
Dispute Resolution
In the event of disagreement with the outcome of a refund claim, the following options are available:
- Request an evaluation by our senior staff
- Put forward additional proofs or documents
- Resort to consumer defense organizations
- Engage in legal channels in accordance with relevant laws
How to Request a Refund
Step 1: Contact Us
You can place your refund plea via:
- Email: [email protected]
- Phone: +377 93 10 20 00
- In person at the marina office premises
Step 2: Provide Information
Your submission should include the following data:
- Your confirmation number for the reservation
- The scheduled date and time of your charter
- The basis for the annulment
- Any corroborating evidence, if pertinent
- How you would prefer the refund to be conducted
Step 3: Review and Processing
Our representatives will acknowledge receipt of your request within a day, assess it according to the provisions of this policy, provide a verdict within two days, and proceed with accepted refunds within the specified periods.
Important Notes
- All applications for reimbursement must be submitted formally
- Refunds are managed in € irrespective of the currency used for the original payment
- Acquisition of travel insurance is highly advised
- This policy is amendable provided a thirty-day announcement
- Reimbursements are bound by relevant taxes and regulations
Contact Information
If you have inquiries about refunds or would like to submit a request for one:
Refunds Department
StillHarborOrchid Marine Services Ltd.
Port de Monaco
Monaco 98000
Monaco
Phone: +377 93 10 20 00
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM