Refund Policy
Transparent and equitable refund conditions for your reassurance
Overview
At RiverWindStudio, we recognize that plans can change, and we are committed to having straightforward and transparent refund policies. This document details the scenarios under which refunds might be granted for our yacht charter services.
It is important to review this policy thoroughly prior to securing a booking. When you book a charter with RiverWindStudio, you are affirming your consent to these terms for refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund less any service charges
Processing Time: Within 5-7 business days
Service Charge: €50 applicable to card payments
Requirements: Must be requested either in writing or by phone
24-72 Hours Before Charter
Eligible for: Half of the full charter price
Processing Time: 7-10 business days
Service Charge: €25 subtracted from the refund total
Requirements: A valid reason is mandatory; subject to administrative costs
Less than 24 Hours Before Charter
Eligible for: Refunds are not issued
Exception: Critical circumstances might be considered on a case-by-case basis
Alternative: A voucher for a future charter could be given at the discretion of management
Requirements: Supporting documentation needed for claims due to emergencies
Weather-Related Cancellations
Our Weather Assurance
Your safety is our highest priority. If our certified skipper deems the weather to be too dangerous for sailing, we offer several flexible options:
- Complete Refund: Issued if rescheduling isn't an option
- Reschedule: Move your trip to a future date with no extra cost
- Charter Credit: Issued credit for use within 12 months from the original booking date
Weather Evaluation Procedure
We evaluate weather conditions considering the following aspects:
- Evaluation of wind speed and bearing
- Analysis of wave stature and sea state
- Forecast of visibility and precipitation levels
- Advisories from the Coast Guard
- The captain's professional judgment concerning safety
Timing for Decisions: Decisions regarding weather cancellations are made at least 4 hours before the planned departure.
Refunds for Medical Emergencies
Exigent Health Situations
We grasp that unforeseen medical emergencies can take place. The ensuing instances may be eligible for special refund considerations:
- Immediate medical conditions or injuries necessitating hospital care
- A bereavement within the close family
- Summoning for military service or emergency recall
- Being called for jury duty or under court orders
- Natural calamities impacting travel
Required Proof
For processing requests related to emergency refunds, you will need to provide:
- Official medical records or a hospital notice
- Death certificate (where relevant)
- Military dispatch orders
- Legal subpoenas or notices for jury duty
- Emergency travel cautions or declarations
Procedure: Refunds for emergencies are handled within 3-5 business days after the necessary documents are verified.
Cancellations Due to Operational Issues
Technical Difficulties
If the yacht appointed to you faces insurmountable mechanical setbacks:
- Alternative Option: We’ll aim to arrange an equivalent alternative
- Full Refund: Provided when no appropriate substitute is available
- Partial Refund: Given when the alternative yacht is differently priced
- Compensation: Further remuneration may be granted for the trouble
Lack of Crew Availability
On rare occasions when a certified crew cannot be sourced:
- An alternative crew may be provided when feasible
- A full refund is issued if the charter cannot be executed
- The option to reschedule without incurring additional fees
Refund Procedures
Payment Method
All reimbursements will be issued via the initial method of payment:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: Within 3-5 business days
Service Charges
Credit Card Fees
€50 charged for cancellations well ahead of the 72-hour mark
Bank Transfer Fees
€25 charged for all reimbursements done through bank transfers
International Transaction Fees
Extra costs might be applicable for transactions across national borders
Voucher Policy for Charters
Occurrences for Issuing Credits
In certain scenarios, we may offer vouchers which can be used towards future bookings instead of cash refunds:
- Last-minute cancellations (less than 24 hours notice)
- Cancellations related to weather
- Voluntary requests for altering the charter schedule
- Interruptions due to operational issues
T&Cs for Credits
- Duration: Valid for one year from the date it was issued
- Transferability: Cannot be transferred to other individuals
- Monetary Value: Equal to the full value of the charter without deducting service costs
- Applicability: Can be put towards any future charters subject to availability
- Expiration: Credits lapse after 12 months without possibility of extension
Compensation for Partially Provided Services
Disruptions While on Charter
Should your sailing experience be cut short owing to situations within our control:
- Proportional reimbursement based on the unutilized duration
- Voucher for next charter equal to the remaining value
- Free additional services or upgrades where possible
Interruptions Due to Guests
In the event that a charter concludes ahead of schedule due to guests' behavior or security infractions:
- There will be no repayment for the remainder of the time
- Full payment is still required
- Incidental costs may be incurred
Addressing Refund Discrepancies
If there is disagreement over a decision regarding refunds, you may:
- Ask for a review by our managerial staff
- Submit further proof or facts to support your claim
- Turn to consumer advocacy bodies for assistance
- Seek out legal recourse as per the laws in force
Submitting for Refunds
Step 1: Get in Touch
You can place a refund request through:
- Email: [email protected]
- Phone: +49 40 1234567
- By visiting our office at the harbor
Step 2: Submit Required Details
Your refund application should include:
- Confirmation number for your booking
- Date and timings of the charter
- Cause for cancellation
- Any relevant supporting papers (if applicable)
- Your preferred mode of refund
Step 3: Assessment and Refunding
Our team will acknowledge receipt of your request within a day, assess it in light of this policy, let you know the verdict within two days, and process the accepted refunds within the outlined timeframes.
Crucial Notes
- All applications for refunds must be documented and submitted in writing
- Refunds are executed in € irrespective of the currency used for the original payment
- We highly suggest purchasing travel insurance
- This policy can undergo changes given a notice period of 30 days
- Refunds adhere to relevant taxes and legislations
Contacting Us
Should you have inquiries about refunds or wish to lodge a refund application:
Refund Operations
RiverWindStudio Marine Services Ltd.
Marina Point
Hamburg 20459
Germany
Phone: +49 40 1234567
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM