Refund Policy

Transparent and just refund terms for your comfort

Overview

At OrchidStonePark, we realize that sometimes plans change and we are committed to having straightforward and transparent refund policies. This document details the circumstances in which refunds might be granted for our yacht charter services.

Thoroughly reviewing this policy is advised before securing a booking. Your reservation with OrchidStonePark signifies your acceptance of the following refund terms.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Full reimbursement less administrative costs

Processing Time: 5-7 working days

Processing Fee: €50 for card payments

Conditions: Requests must be made in written form by email or telephone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the whole charter fee

Processing Time: 7-10 working days

Processing Fee: €25 taken from the returned amount

Conditions: A legitimate basis needed; administrative fees may be applied

Less than 24 Hours Before Charter

No Refund

Eligible for: Refunds are not available

Exception: Cases of emergency might be taken into consideration

Alternative: Credit for future charters may be offered at the discretion of management

Conditions: Supporting evidence required for emergency situations

Weather-Related Cancellations

Our Weather Guarantee

Customer safety takes precedence. Should the weather be classified as unsafe for charter activities by our authorized captain, we provide:

  • Full Refund: If rescheduling isn't feasible, a complete refund is granted
  • Reschedule: Shift the booking to the next open slot without additional charges
  • Charter Credit: Assign a credit that's good for one year from the date of the original charter

Weather Assessment Process

Our assessment of weather conditions involves:

  • Examination of wind velocity and patterns
  • Assessment of sea conditions and wave elevation
  • Forecast of visibility and rainfall
  • Notices and advisories from the Coast Guard
  • Safety review by our professional captain

Decision Timeline: Final calls on weather-related cancellation are made not later than 4 hours prior to the planned departure.

Medical Emergency Refunds

Emergency Conditions

We are sympathetic to unexpected medical emergencies arising. Special considerations may be given under the following predicaments:

  • Sudden medical conditions or accidents needing hospital care
  • Loss of a close relative
  • Urgent military assignments or recalls
  • Judicial obligations or subpoenas
  • Severe weather or other acts of nature impeding travel

Documents Required

Provide the following documentation for emergency refund assessment:

  • Medical documentation or hospital records
  • Certificate of death, where relevant
  • Verified military directives
  • Official notice of judicial service
  • Statements of travel restrictions or declarations of emergency

Processing: Emergency refund claims are handled within 3-5 business days after receipt of the necessary paperwork.

Operational Cancellations

Technical Issues

In the event that the allotted yacht suffers from unresolved mechanical problems:

  • Alternative Yacht: Our aim is to supply a comparable replacement
  • Complete Refund: Provided when an equivalent yacht is unavailable
  • Refund in part: Issued if the substitute yacht has different rate structures
  • Compensation: We may offer additional reparation for the mishap

Unavailability of Crew

In uncommon instances where certified crew cannot be engaged:

  • Effort will be made to assign substitute crew
  • Refund in full if the charter cannot proceed
  • Negotiation for another date without extra charges

Refund Processing

Means of Payment

Returned funds are processed via the original payment route used during booking:

  • Credit Cards: Processed within 5-7 business days
  • Bank Transfers: Processed within 7-10 business days
  • Cash/Cheques: Processed within 3-5 business days

Processing Charges

Card Payment Processing

A €50 fee for cancellations that happen more than 72 hours ahead of the scheduled time

Bank Transfer Fees

A €25 charge for all refunds made via bank transfer

Processing for International Transactions

Additional fees might apply for transactions made across national borders

Charter Credits

Occasions for Credit Issuance

Certain scenarios may warrant the offering of charter credit rather than a refund:

  • Last-minute cancellations (under 24 hours' notice)
  • Cancellations due to adverse weather
  • Voluntary rescheduling requests
  • Service disruptions

Credit Conditions

  • Validity: 12 months from the date of issue
  • Transferability: Credits cannot be passed on to others
  • Value: Equal to the full cost of the charter with no administrative fees deducted
  • Application: Applicable to any available future charters
  • Expiry: Credits will not be extended beyond the 12-month validity period

Refunds for Partial Services

Interruptions in Service

If your yacht hire is interrupted or cut short by issues within our power:

  • Reimbursement proportionate to the unused duration of the charter
  • Credit equivalent for a subsequent charter of equal value
  • Gratuities or upgrades gratuitously

Disruptions Attributable to Guests

Should the charter be concluded prematurely as a result of behavior from guests or violation of safety norms:

  • No return for the unspent period
  • Full payment will still be required
  • Extra fees may be levied

Settling Disputes

If there's a disagreement over a refund decision, you have the option to:

  • Request a re-examination by our executive team
  • Submit more records or evidence
  • Look for a resolution through consumer advocacy groups
  • Take legal action as per the laws pertinent

Process for Refund Application

Step 1: Reach Out

Commence your refund application via:

Step 2: Submission of Details

Your request should include:

  • Confirmation code for the reservation
  • Date and hour of the charter
  • Cancellation basis
  • Relevant documentation (if applicable)
  • Preferred method of refund

Step 3: Verification and Execution

Our staff will acknowledge your submission within a day, make an assessment according to the above-mentioned policy, come to a verdict within two days, and execute any granted refunds as per the times stated above.

Crucial Information

  • All requests for a refund must be made in a written format
  • Funds will be processed in € irrespective of the currency used initially for payment
  • Purchasing travel insurance is highly advised
  • This policy is subject to amendments with notice provided 30 days in advance
  • Refunds conform to relevant tax codes and regulations

Contact Us

To inquire about refunds or to submit a request for one:

Refunds Department
OrchidStonePark Marine Services Ltd.
Port de Monaco
Monaco 98000
Monaco

Phone: +377 93 10 63 00
Email: [email protected]
Service Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Revised: August 23, 2024

This reimbursement policy aims to be equitable and unambiguous. We suggest examining these conditions thoroughly before making reservations and to reach out to us with any queries.