Refund Policy
Transparent and reasonable refund terms for your assured satisfaction
Overview
We recognize that plans can alter; hence, at CommonsExchangePoint, our refund protocol is designed with fairness and clarity in mind. The policy presents the circumstances in which refunds for yacht charter services may be granted.
It is important to understand this policy before reservation. Booking a charter with CommonsExchangePoint signifies your consent to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full refund excluding processing fees
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Request must be made in writing via email or phone communication
24-72 Hours Before Charter
Eligible for: Half the total charter cost
Processing Time: 7-10 business days
Processing Fee: €25 removed from refund amount
Conditions: Credible reason required; administrative charges apply
Less than 24 Hours Before Charter
Eligible for: No refund offered
Exception: Consideration given to emergency situations
Alternative: Possibility of granting charter credit at the discretion of management
Conditions: Supporting documents necessary for emergency circumstances
Weather-Related Cancellations
Our Weather Guarantee
Our main concern is always safety. Should weather pose a threat to the safety of charter operations as determined by our certified captain, we are prepared to offer flexible alternatives:
- Full Refund: Issued if rescheduling is not an option
- Reschedule: Transfer the charter to an upcoming available slot without extra charges
- Charter Credit: Get credit valid for one year from the original charter date
Weather Assessment Process
Weather evaluation takes into account:
- An analysis of wind speed and direction
- Assessment of sea conditions and wave heights
- Forecasts on visibility and rainfall
- Coast Guard advisories and bulletins
- A thorough safety assessment by a professional captain
Decision Timeline: Decisions on weather-related cancellations are made at least 4 hours prior to the scheduled departure time.
Medical Emergency Refunds
Emergency Circumstances
We comprehend that medical emergencies may arise unexpectedly. The following situations might be eligible for exceptional refund deliberation:
- Unforeseen medical conditions or injuries necessitating hospital stays
- Death within the close family circle
- Unexpected military assignments or summons
- Legal obligations such as jury duty or court appearance demands
- Natural disasters impacting travel plans
Documentation Requirements
Emergency refund claims require submitting:
- Proof of hospitalization or medical certification
- Death certificate for relevant situations
- Verified military directives
- Notification of jury duty or court summoning
- Statements of travel restrictions or official natural disaster declarations
Processing: Upon submission of the valid documents, emergency refund requests are processed in 3-5 business days.
Operational Cancellations
Mechanical Failures
Should mechanical issues arise with the designated vessel that are irresolvable:
- Alternate Vessel: We will aim to arrange a comparable vessel
- Full Refund: In case no suitable replacement is found
- Partial Refund: If the alternate vessel provokes different rate adjustments
- Compensation: Possible additional reparation for any inconvenience caused
Crew Availability Issue
In the rare event that certified crew members are unavailable:
- Efforts will be made to source alternative crew
- Full refund issued should the charter be unable to proceed
- Options given to reschedule with no additional fees
Refund Processing
Refund Methodology
Refunds are reverted to the initial payment method utilized during booking:
- Credit Card Transactions: Completed within 5-7 business days
- Bank Transfers: 7-10 business days
- Physical Currency/Cheques: 3-5 business days
Handling Charges
Credit Card Charges
A €50 cost applies to cancellations taking place more than three days before the charter date
Bank Transfer Charges
A €25 cost is applicable to all refunds provided via bank transfer
Additional Fees for International Transfers
An additional cost could be applicable for refunds involving foreign transactions
Credit Issuance for Charters
Scenarios for Credit Offers
In particular situations, credits instead of refunds may be proposed:
- Cancellations made shortly prior to charter (less than 24 hours notice)
- Cancellations due to weather
- Voluntary rescheduling appeals
- Charter rescheduling due to operational hitches
Credits Terms
- Validity: 12 months from the date of issuance
- Non-transferable: Credits cannot be transferred to another person
- Value: Credits reflect the full charter value and exclude processing fees
- Application: Credits may be utilized for any available charter
- Non-extendable: Credits expire after one year without possibility of extension
Partial Refunds for Service Disruption
Service Disruption Scenarios
In case your charter experience is disrupted or curtailed due to events within our authority:
- A portion of the cost is refunded proportional to the unutilized duration
- Credit valid for a subsequent charter of equivalent value
- Additional complimentary offerings or upgrades
Disruptions Caused by Guests
Should a charter end earlier than scheduled due to a guest's conduct or infringement of safety protocols:
- There will be no refund for the remaining portion
- Full charter fees will still be owed
- Potential additional fees may be levied
Resolution of Disputes
If you find a refund conclusion unsatisfactory, the following steps can be taken:
- Appeal for a reassessment by our executive team
- Submit any extra information or evidence
- Address your concerns to consumer protection entities
- Employ legal measures according to relevant law
Initiating a Refund Request
Step 1: Contact Us
Initiate your refund application through the following mediums:
- Email: [email protected]
- Phone: +49 40 99999
- Visit our marina office in person
Step 2: Detail Your Request
Your refund request should include the following details:
- Confirmation number for the booking
- Date and time for the charter
- Explanation for the cancellation
- Relevant supporting papers, if necessary
- Desired method for refund
Step 3: Our Review and Refund Procedure
Our team will recognize your refund request within a day, assess it according to the policy, provide a resolution within 2 days, and handle approved refunds as per the mentioned time periods.
Critical Observations
- All refund claims have to be documented and submitted through writing
- Refund transactions are conducted in € regardless of the payment currency initially used
- We strongly advocate for acquiring travel insurance
- Notice will be given 30 days ahead of any changes to this policy
- Refunds adhere to the relevant taxes and regulations
Our Contact Information
For queries about refunds or to proceed with a refund request:
Refund Department
CommonsExchangePoint Marine Services Ltd.
Marina Point
Hamburg 20457
Germany
Phone: +49 40 99999
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM