Refund Policy
Transparent and equitable refund terms for your confidence
Introduction
At SoftGardenStation, we recognize that plans may vary, and we commit to establishing clear and equitable refund policies. This documentation explicates the scenarios in which refunds can be dispensed for yacht rental services.
It's important to comprehend this policy completely prior to making your reservation. By reserving a yacht with SoftGardenStation, you are affirming and consenting to the conditions of this refund policy.
Typical Cancellation and Refund Timeframe
Exceeding 72 Hours Prior to Charter
Qualification for: Entire refund except for service charges
Dispensation Interval: Within 5-7 working days
Service Charge: €50 for credit card dealings
Stipulations: Request must be placed in written format through email or telecommunication
Between 24 to 72 Hours Prior to Charter
Qualification for: Half of the total cost of the charter
Dispensation Interval: Within 7-10 working days
Service Charge: €25 subtracted from the reimbursement amount
Stipulations: Legitimate cause needed; includes administrative expenses
Less Than 24 Hours Prior to Charter
Qualification for: Reimbursement not available
Exception: Dire situations may be pondered upon
Alternative Option: Credit towards future charters might be proposed at the discretion of the management
Stipulations: Must provide proof for urgent cases
Refund Policy for Weather Obstructions
Assurance in Inclement Weather
Prioritizing safety, we proffer adaptable alternatives if the sailing circumstances are adjudged perilous by our certified captain:
- Recompense in Full: The entire refund if scheduling anew is not feasible
- Change of Date: You may relocate your sailing to the next free slot with no added cost
- Voucher: A voucher valid for one year from the initial sailing day
Procedure for Weather Evaluation
Our assessment of weather involves:
- Analyzing velocity and direction of the wind
- Examination of wave dimension and oceanic conditions
- Forecasts for visibility and precipitation
- Advisories and alerts from the Coast Guard
- A safety judgment made by a professional captain
Decision Deadline: Calls on weather-related cancellations are made not later than 4 hours before the planned departure.
Refunds due to Medical Crises
Critical Circumstances
We comprehend that health emergencies can arise. Undermentioned situations may receive exceptional contemplation:
- Sudden medical conditions or injuries necessitating hospital care
- Demise in the immediate family
- Enlistment in the military or urgent call back
- Summon to a jury duty or court order
- Natural calamities that impact travel
Necessity for Documentation
To proceed with requests for emergency reimbursements, we require the following documents:
- Medical affirmation or documentation from the hospital
- Certificate of death (if applicable)
- Official military instruction
- Court issued summonses or notices for jury service
- Travel warnings or declarations of emergency
Process: We process emergency refunds in a period of 3-5 business days post-receipt of appropriate documentation.
Refunds due to Service Interruptions
Technical Disruptions
If the allocated yacht encounters unresolvable technical issues:
- Alternate Vessel: We will endeavor to offer a comparable substitute
- Recompense in Full: Provided if no suitable exchange is possible
- Partial Repayment: In case the alternative yacht has a price variation
- Compensation: Additional recompense might be provided for the inconvenience caused
Unavailable Crew
In rare scenarios where a certified crew is inaccessible:
- Efforts will be made to arrange a replacement crew
- Total refund if the yacht rental cannot move forward
- Option to reschedule without extra charges
Procedure for Refund Processing
Method of Payment
Reimbursements are directed to the initial means of payment:
- Credit Cards: 5-7 working days
- Wire Transfers: 7-10 working days
- Cash/Cheque: 3-5 working days
Service Charges
Credit Card Charges
€50 charge for cancellations exceeding 72 hours beforehand
Bank Transfer Charges
€25 charge for all wire transfer reimbursements
Charges for International Transactions
Additional fees may be implied for transactions crossing national borders
Vouchers for Future Charters
Scenarios for Voucher Grants
Vouchers as an alternative to refunds may be presented in specific cases:
- Late cancellation (under 24 hours)
- Cancellations related to weather
- Requests for voluntary rescheduling
- Distribution issues
Conditions for Voucher Use
- Validity Period: 12 months starting from the date of issue
- Transferability: Non-negotiable to other entities
- Worth: The entire value of the yacht rental (exempt from service charges)
- Redemption: Redeemable for any available yacht booking
- Expiry: No elongation past 12 months
Reimbursement for Partial Services
Disruptions During Service
If your yacht trip is disrupted or curtailed due to controllable circumstances:
- Proportional refund based on the unutilized period
- Credit equivalent to a future yacht booking
- Complimentary amenities or upgrades
Interruptions Caused by Guests
If a yacht trip is prematurely ceased due to guest actions or contravention of safety rules:
- No refund for the period not utilized
- Complete payment is still expected
- Potential extra charges may be levied
Resolving Disputes Over Refunds
If you are in disagreement with a refund verdict, you are entitled to:
- Request an appraisal by our administrative team
- Provide supplementary documentation or proof
- Seek a settlement through consumer advocacy groups
- Engage in legal proceedings as per the rules of law
Instructions For Applying For a Refund
Step 1: Get In Touch
Forward your refund petition through:
- Email: [email protected]
- Phone: +34 961 00 00 00
- Direct visit to our port office
Step 2: Detailing the Information
Ensure the following details are included in your petition:
- Confirmation code for reservation
- Date and time of yacht reservation
- Justification for cancellation
- Supporting documentation (if necessary)
- Chosen method for refund
Step 3: The Validation and Fulfillment Phase
Our staff will acknowledge your claim within one day, evaluate it against our policy, and return a verdict within two days. Approved refunds will be processed as per the stated timelines.
Critical Points to Note
- All requests for refunds must be made in a documented manner
- Refunds are processed in € irrespective of the original transaction currency
- We highly advocate for procuring travel insurance
- Changes to this policy may occur with a forewarning of 30 days
- Refunds adhere to current taxes and legal regulations
Details for Making Contact
For inquiries regarding refunds or to present a refund request:
Refunds Division
SoftGardenStation Marine Services Ltd.
Marina Bay
Valencia 46024
Spain
Phone: +34 961 00 00 00
Email: [email protected]
Operational Hours: Monday–Friday, 9:00 AM – 5:00 PM