Refund Policy
Transparent and straightforward refund terms for your comfort
Introduction
At CommonsHarborLine, we recognize that situations may alter, and it is our aim to establish clear and honest refund procedures. This document details the guidelines under which refunds may be granted for our yacht charter services.
Before finalizing your reservation, please review this policy thoroughly. By reserving a charter with CommonsHarborLine, you consent to adhere to these refund conditions.
Cancellation and Refund Policy
Over 72 Hours Prior to Charter
Eligible for: Complete refund minus service charges
Processing Duration: 5-7 working days
Service Charge: €50 for card payments
Requirements: Must be formally requested by email or phone communication
Between 24 to 72 Hours Prior to Charter
Eligible for: Fifty percent of the overall charter price
Processing Duration: 7-10 working days
Service Charge: €25 taken from the refund
Requirements: A legitimate cause is necessary; administrative costs applicable
Less than 24 Hours Prior to Charter
Eligible for: Refunds are not available
Exceptions: Cases of emergencies are taken into consideration
Alternative: At the discretion of the management, charter credit might be offered
Requirements: Proof required for emergency cases
Cancellations Due to Weather
Weather-Related Assurance
Your safety is our priority. If our certified captain deems weather conditions as hazardous for charter operations, we offer flexible alternatives:
- Complete Refund: If rescheduling is not an option, a full refund is provided
- Reschedule: Alter the charter date without any added fees
- Charter Credit: A voucher valid for one year from the original charter date is issued
Weather Evaluation Procedure
We assess weather conditions by considering:
- Assessment of wind speed and compass direction
- Sea wave heights and oceanic conditions
- Visibility prospects and forecasted precipitation
- Notices and cautions from the Coast Guard
- Professional captain's evaluation for safety
Decision Period: Determinations related to weather cancellations are made at most four hours prior to the scheduled time of departure.
Refunds for Medical Emergencies
Exceptional Circumstances
Medical emergencies can suddenly occur. These incidents may be considered for special refunds:
- Unforeseen illness or injuries needing hospital care
- Loss of an immediate family member
- Compulsory military engagement or urgent recall
- Juror service or judicial orders
- Natural disasters impacting travel
Documentation Necessary
To support requests for emergency refunds, please provide:
- Proof of hospitalization or medical certification
- Certificate of death when relevant
- Government military orders
- Legal subpoenas or notices for juror duty
- Emergency notices or travel alerts
Refund Execution: Emergency refund requests are processed within 3-5 business days following receipt of the proper evidence.
Cancellations Pertaining to Operations
Technical Failures
Should mechanical failures that are irreparable befall your assigned yacht:
- Replacement Vessel: Efforts will be made to provide a similar yacht
- Complete Refund: Given when an equal alternative isn't available
- Partial Refund: If the alternative yacht has a different price
- Compensations: Additional compensation for the inconvenience might be offered
Inaccessibility of Crew
On rare occasions when the certified crew is unavailable:
- Substitute crew will be arranged if possible
- Full refund if the charter cannot proceed
- Option to reschedule without extra charges
Refund Administration
Method of Reimbursement
Refunds will be executed through the payment method originally used for the booking:
- Credit Cards: Processed within 5-7 business days
- Wire Transfers: Processed within 7-10 business days
- Cash/Check: Processed within 3-5 business days
Service Charges
Card Payment Service
A €50 fee applies for cancellations more than 72 hours before the scheduled time.
Wire Transfer Service
A €25 fee applies for all reimbursements made via bank transfer.
International Transactions
There may be additional fees for international transactions
Charter Vouchers
Credit Issuance Conditions
Charter credits can be issued instead of a refund under certain situations:
- For cancellations made with less than 24-hours notice
- When charters are canceled due to adverse weather
- For voluntary rescheduling
- Due to disruptions in operations
Terms for Credits
- Term of Validity: Valid for one year from the date of issue
- Transfer Rights: Cannot be transferred to other individuals
- Monetary Worth: The value equals the entire charter cost (service charges excluded)
- Application: Can be used for any future charter booking
- Extension: There will be no prolongation past 12 months
Compensation for Incomplete Services
Disruptions in Service
If your charter experience is hindered or curtailed due to preventable circumstances on our part:
- Refund proportional to the unused duration
- Credit for a future charter equivalent in value
- Complimentary services or upgrades may be granted
Interruptions Caused by Guests
If an excursion is concluded prematurely due to guest behavior or infringement of safety measures:
- No reimbursement for unutilized time
- Complete payment remains obligatory
- Any additional costs incurred must be covered
Settling Disputes
Should there be a disagreement over a refund judgement, options for you include:
- Asking for a supervisory review from our company
- Presenting further information or proof
- Searching for a solution through consumer services
- Resorting to legal options according to the law
Procedures for Refund Requests
Step 1: Get in Touch
For refund applications, get in touch through:
- Email: [email protected]
- Phone: +49 40 1234 5678
- Visiting our marina office in person
Step 2: Submitting Your Information
Your refund claim should contain the following details:
- Confirmation code for the booking
- The scheduled date and time for the charter
- Explanation for the cancellation
- Any relevant back-up documents (where applicable)
- Desired method for reimbursement
Step 3: Assessment and Completion
Upon receiving your request, our team will send an acknowledgment within one day, gauge it based on our policy, give a verdict within two days, and proceed to process accepted refunds within the specified time periods.
Essential Reminders
- Refund applications must be made in a written format
- Reimbursements are executed in € regardless of the original payment’s currency
- Purchasing travel insurance is highly advisable
- This policy can be updated with a notice period of 30 days
- Refunds are subject to the pertinent taxes and regulations
How to Reach Us
For inquiries about refunds or to initiate a reimbursement request, please contact:
Refunds Department
CommonsHarborLine Marine Services Ltd.
Marina Point
Hamburg 20459
Germany
Phone: +49 40 1234 5678
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM