Refund Policy
Transparent and fair reimbursement terms for your comfort
Introduction
We at Ocean's Elegance Marina Club recognize that situations may evolve, prompting the necessity for equitable and clear refund procedures. This document details the basis on which reimbursement claims for yacht charter services are granted.
Before confirming a reservation, please review this document thoroughly. Booking a voyage with Ocean's Elegance Marina Club signifies your acceptance of these reimbursement terms.
Typical Cancellation and Reimbursement Schedule
Over 72 Hours Prior to Charter
Qualifies for: Complete refund excluding processing charges
Refund Duration: 5-7 business days
Processing Charge: £50 for credit card transactions
Requirements: Cancellation must be requested via written communication, either email or phone
Between 24 to 72 Hours Before Charter
Qualifies for: Half the total cost of the charter
Refund Duration: 7-10 business days
Processing Charge: £25 deducted from the reimbursement amount
Requirements: A valid cancellation reason is necessary; administrative expenses will be considered
Under 24 Hours Prior to Charter
Qualifies for: No reimbursement options available
Exception: Exceptions for emergency situations may be reviewed
Alternative: A credit for future charters may be granted at the discretion of the management
Requirements: Supporting documentation is required for emergency cases
Weather Dependent Cancellations
Commitment to Safe Weather Conditions
We place safety at the forefront. If our experienced captain deems weather conditions as hazardous for sailing:
- Total Reimbursement: Provided when rescheduling is not feasible
- Rescheduling at No Extra Cost: Move the booking to a later available date
- Charter Voucher: Offered as a credit usable within one year from the original date
Assessing Weather Conditions
Our protocol for weather evaluation includes:
- Analysis of wind force and bearing
- Estimations of wave height and ocean condition
- Forecasts of visibility and expected precipitation
- Advisories and warnings from Coast Guard
- Captains' expert safety assessment
Decision Timeframe: Determinations about weather-induced cancellations are made a maximum of 4 hours before the planned departure.
Health Emergency Reimbursements
Qualifying Emergency Cases
We comprehend that health crises can arise abruptly. The following events may be subject to special consideration:
- Unexpected medical conditions or accidents requiring hospital care
- Passing of a family member
- Urgent military orders or sudden recalls
- Judicial duties or legal summons
- Travel disruptions due to natural calamities
Mandatory Documentation
For the processing of emergency reimbursement requests, please provide:
- Medical authorization or hospital records
- Certificate of death, if relevant
- Official military directives
- Legal notices or judicial service documentation
- Emergency statements or travel warnings
Reimbursement Processing: Emergency payouts are executed within a period of 3-5 business days following the submission of requisite documents.
Operational Termination Policies
Technical Failures
If the yacht allocated for your charter encounters irresolveable mechanical failures:
- Substitute Vessel: Our goal is to supply an alternate yacht of similar class
- Total Reimbursement: Provided if a suitable alternative is not procurable
- Partial Reimbursement: If the substitute yacht is differently priced
- Extra Compensation: We might offer additional reparation for the inconvenience
Crew Unavailability
In the unlikely event that our certified crew is not available:
- A substitute crew will be provided if feasible
- Complete refund if there is no crew to facilitate the charter
- Option to reschedule without additional charges
Reimbursement Procedures
Refund Transaction Methods
Reimbursements are credited back to the original form of payment utilized for booking:
- Credit Cards: Processed within 5-7 working days
- Bank Wire: Processed within 7-10 working days
- Cash or Check: Processed within 3-5 working days
Service Charges
Card Transaction Fees
£50 charge for cancellations made more than three days prior
Wire Transfer Fees
£25 fee for bank wire reimbursements
Global Transaction Fees
Additional fees may be imposed for cross-border transactions
Provisions for Charter Vouchers
Scenarios for Issuing Credits
Charter vouchers might be presented as an option instead of cashbacks under certain conditions:
- Cancellations made at short notice (less than a day)
- Cancellations due to poor weather
- Voluntary changes requested by the customer
- Operational disturbances
Voucher Conditions
- Validity Period: Effective for 12 months following the date of issuance
- Non-Transferable: Cannot be transferred to another individual
- Value: Covers the full value of the charter without any deduction for processing
- Usage: Applicable towards booking any available cruise
- Expiry: Cannot be extended past 12 months
Compensation for Partially Rendered Services
Interruptions During Service
In the event that your charter is disrupted or curtailed owing to our responsibility:
- Proportional refund calculated on the unused portion of the charter
- Credit for a subsequent cruise of same value
- Complimentary amenities or upgrades may be offered
Disruptions Caused by Guests
If a charter ends prematurely due to the actions or safety infractions by guests:
- No reimbursement for the time that was not utilised
- Full payment is still required to be paid
- Potential additional costs may be levied
Resolution of Disputes
In case of dissent concerning a reimbursement decision:
- Submit a petition for review to our administrative team
- Present supplementary proofs or documents
- Engage with consumer advocacy organizations
- Legal courses of action may be taken within the boundaries of applicable law
Process for Reimbursement Requests
Step 1: Initiate Contact
Send your claim for reimbursement through:
- Email: [email protected]
- Phone: +44 20 8123 4567
- Personally at our waterfront office
Step 2: Submission of Details
Your petition should include:
- Confirmation code for your reservation
- Date and time of the charter
- Reason for call-off
- Any relevant backing papers (if applicable)
- Chosen method for reimbursement
Step 3: Evaluation and Execution
Our staff will recognize your application within a day, assess it in accordance with our policy, share an outcome within two days, and process sanctioned refunds in the specified time frames.
Key Points
- All petitions for reimbursement must be filed in written form
- Refunds are issued in £ irrespective of the currency used at payment
- Purchasing travel insurance is highly recommended
- The contents of this document can be revised with a notice period of 30 days
- Reimbursements abide by the pertinent taxes and statutes
Contact Details for Queries
If you have inquiries related to refunds or to submit a claim:
Department of Reimbursements
Ocean's Elegance Marina Club Marine Operations Ltd.
Marina Point, Docklands
London E14 9TD
United Kingdom
Phone: +44 20 8123 4567
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM