Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At SkyShadeSprig, we recognize that situations may alter, and are committed to establishing clear and equitable refund procedures. This document delineates the criteria for issuing refunds for yacht rental services.
Prior to booking, please peruse this policy attentively. By reserving a yacht with SkyShadeSprig, you are confirming your consent to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding handling costs
Processing Time: 5-7 business days
Handling Fee: €50 for credit card transactions
Conditions: Must be submitted in written form via email or telephone
24-72 Hours Before Charter
Eligible for: Half of the entire charter fee
Processing Time: 7-10 business days
Handling Fee: €25 subtracted from the reimbursement
Conditions: A credible excuse is mandatory; administrative charges apply
Less than 24 Hours Before Charter
Eligible for: Reimbursement not available
Exception: We may consider cases of emergency
Alternative: A credit for future charters may be granted at the discretion of management
Conditions: Emergency situations require evidence
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our primary concern. If charter outings are considered unsafe by our skilled captain due to weather, we offer adaptable alternatives:
- Full Refund: Provided when rescheduling is not practical
- Reschedule: Transfer your charter to an upcoming available slot with no added charges
- Charter Credit: Get a voucher valid for one year from the initial charter date
Weather Assessment Process
We systematically evaluate the weather which includes:
- Analysing speed and direction of wind
- Assessing heights of waves and ocean state
- Forecasting visibility and precipitation
- Coast Guard notices and warnings
- Captain's judgment on voyage safety
Decision Timeline: Decisions on weather cancellations are made at most 4 hours prior to departure.
Medical Emergency Refunds
Emergency Circumstances
Medical emergencies are understood to unexpectedly arise. The ensuing conditions may warrant singular consideration:
- Sudden medical issues or injuries requiring hospital stays
- Passing of a family member
- Military enlistment or urgent recall
- Summons for jury duty or legal proceedings
- Catastrophic events impeding travel
Documentation Requirements
Emergency reimbursement requests should be accompanied by:
- Verified medical or hospital records
- Death notice, if relevant
- Validated military directives
- Formal summons or jury notifications
- Emergency pronouncements or travel cautions
Processing: Emergency reimbursements are handled within 3-5 working days after submission of the correct papers.
Operational Cancellations
Mechanical Issues
Should your designated yacht encounter irreparable mechanical faults:
- Alternative Vessel: We will make an effort to supply an equivalent alternative
- Full Refund: Granted if there is no suitable replacement
- Partial Refund: If the substitution vessel has differing rates
- Reparation: Additional recognition may be extended for the inconvenience
Crew Unavailability
In the infrequent event that a certified crew is not available:
- Efforts will be made to organize a substitute crew
- Complete reimbursement if the charter cannot proceed
- Opportunity to reschedule without any additional fees
Refund Processing
Payment Method
Reimbursements are carried out using the original mode of payment:
- Credit Cards: 5-7 working days
- Bank Transfers: 7-10 working days
- Cash/Cheque: 3-5 working days
Processing Fees
Credit Card Processing
€50 handling charge for cancellations with over 72 hours notice
Bank Transfer Processing
€25 charge for each bank transfer repayment
International Processing
Foreign transactions may incur supplemental charges
Charter Credits
When Credits Are Offered
Certain situations may result in the option of charter credits instead of refunds:
- Cancellations within less than a 24-hour window
- Cancellations due to adverse weather conditions
- Requests for voluntary changes of dates
- Disruptions in operations
Credit Terms
- Validity: Effective for a year from the date of issuance
- Transferability: Credits cannot be exchanged with different individuals
- Value: Equivalent to the full price of the charter (excluding fees)
- Usage: Applicable towards any charter currently available
- Expiration: Will not be extended past the 12-month limit
Partial Service Refunds
Service Interruptions
If your yacht charter experiences an interruption or is curtailed owing to our accountability:
- Refund proportional to the non-consumed duration
- A credit applicable towards a future equivalent charter
- Complimentary amenities or enhancements
Guest-Related Interruptions
In instances where a charter is prematurely ended due to guests' behavior or infractions of safety:
- Reimbursement is not available for the unspent segments
- The entire fee is still required to be settled
- Possible additional fees
Dispute Resolution
In case of disagreement with reimbursement resolutions, options include:
- Appeal for a reassessment by our oversight team
- Submission of additional proofs or information
- Seeking mediations with consumer forums
- Legal actions consistent with pertinent legislation
How to Request a Refund
Step 1: Contact Us
To initiate a reimbursement claim, use:
- Email: [email protected]
- Phone: +49 40 99999
- Directly at our coastal location
Step 2: Provide Information
Your request should entail:
- Verification number of your reservation
- Dates and timing of your charter
- Motivation for cancelling
- Any relevant paperwork (where needed)
- Preference for refund method
Step 3: Review and Processing
Our team will confirm receipt of your request within a day, evaluate it based on the outlined policy, provide a verdict within two days, and proceed with endorsed reimbursements within the notified times.
Important Notes
- All demands for refunds must be made in written form
- Reimbursements will be made in € irrespective of the original transaction currency
- Purchasing travel insurance is highly advised
- The terms of this policy are subject to modifications, provided a notice of 30 days
- Refunds are bound by prevailing taxes and regulations
Contact Information
For inquiries on refunds or to file a request:
Refunds Department
SkyShadeSprig Marine Services Ltd.
Marina Point
Hamburg 20457
Germany
Phone: +49 40 99999
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM