Refund Policy

Transparent and straightforward refund terms for your confidence

Overview

At VelvetCitrusLab, we recognize that plans may change, leading us to implement impartial and explicit refund policies. This document details the scenarios in which refunds will be granted for our yacht chartering services.

Examining this policy thoroughly before booking is advised. By reserving a charter with VelvetCitrusLab, you are accepting and consenting to these terms of refund.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete refund less transaction fees

Processing Duration: 5-7 working days

Transaction Charge: €50 for payments via credit card

Prerequisites: Must be made in written form through email or a call

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total charter cost

Processing Duration: 7-10 working days

Transaction Charge: €25 subtracted from the refund amount

Prerequisites: Credible reason mandatory; subject to administrative expense

Less than 24 Hours Before Charter

No Refund

Eligible for: Refunds are not available

Exemption: Acute situations may be taken into account

Alternate: Offering of charter credit is subject to management's discretion

Prerequisites: Supporting evidence required for pressing circumstances

Weather-Related Cancellations

Our Weather Guarantee

Your safety is our utmost concern. If the captain, who is licensed, deems that weather conditions are unsafe for charter operation, we offer alternatives:

  • Complete Refund: Granted if rescheduling is unfeasible
  • Reschedule: Alter the charter date to an upcoming available slot at no extra expense
  • Charter Credit: Get a credit that is valid for one year from the date of the initial charter

Weather Evaluation Procedure

Our process for assessing weather incorporates:

  • Analyzing wind conditions
  • Assessing sea conditions and wave heights
  • Forecasting visibility and rainfall
  • Notices from the Coast Guard
  • Evaluations regarding safety by the professional captain

Decision Window: Conclusions about weather-linked cancellations are made at least 4 hours prior to the charter set-off.

Medical Emergency Refunds

Emergency Events

We are aware that unforeseen health emergencies can happen. Special consideration may be applied to scenarios such as:

  • Sudden medical issues or injuries necessitating hospital stays
  • Death within the close-knit family
  • Military orders or urgent recall
  • Receiving a legal summons from the court or jury service
  • Disasters impacting travel routes

Proof Requirements

For consideration of emergency refund claims, the following documents are required:

  • Hospital records or a certificate from a medical professional
  • Obituary or death notice (if relevant)
  • Government-issued military orders
  • Notices of legal obligation or jury duty
  • Advisories for travel or declarations of emergencies

Procedure: Emergency refund claims are processed within a window of 3-5 business days following the receipt of appropriate evidence.

Operational Cancellations

Mechanical Dilemmas

When the yacht allotted to you suffers from unresolvable mechanical setbacks:

  • Different Yacht: An effort will be made to supply an equivalent exchange
  • Complete Refund: Issued if a suitable replacement isn't attainable
  • Partial Refund: Granted if the replacement yacht is differently priced
  • Compensation: Additional recompense can be considered for the trouble caused

Crew Absence

In the event that the certified crew is not available:

  • Replacement crew will be sought where possible
  • Entire refund if the charter can't go ahead
  • Option to reschedule at no additional cost

Refund Processing

Refund Methodology

The method in which refunds are issued:

  • Credit Cards: Anticipated within 5-7 business days
  • Wire Transfers: Estimated within 7-10 business days
  • Cash or Check: Expected in 3-5 business days

Transaction Fees

Credit Card Transactions

A fee of €50 applies for cancellations requested more than 72 hours ahead

Bank Transfer Operations

A fee of €25 applies to all refunds done via bank transfer

Global Transactions

Extra charges are applicable to transactions crossing international borders

Charter Credits

Occasions for Credit Issuance

In certain cases, as opposed to refunds, charter credits may be offered:

  • Late cancellation instances within 24 hours
  • Cancellations due to weather
  • Client-initiated rescheduling
  • Unanticipated operational changes

Credit Stipulations

  • Validity: Credits are valid for a year following the issue date
  • Non-transferability: Credits cannot be exchanged between parties
  • Value: Reflects the complete value of the charter, minus fees
  • Application: Applicable on any open charter slots
  • Expiration: Credits must be used within the 12-month period, with no extensions

Partial Refunds for Service Interruptions

Charter Disruptions

In cases where your charter is discontinued or truncated due to our oversight:

  • Refund amount prorated based on the non-utilized duration
  • Credit equal to the remainder for future use
  • Free service extensions or enhancements

Interruptions Caused by Guests

If early termination of the charter is necessitated by behaviors or safety breaches by the guests:

  • Non-compensation for the time not used
  • Obligatory full payment for the planned service period
  • Possible further charges depending on the situation

Resolution of Disputes

Disagreement with a refund decision can be addressed by:

  • Requesting an in-depth review by our administrative team
  • Submission of supplementary evidence or data
  • Engaging with consumer rights organizations for mediation
  • Exploring available legal avenues in accordance with the law

Procedure for Refund Request

Step 1: Get in Touch

Initiate your refund claim through any of the following:

Step 2: Information Submission

Your refund request should comprise the following details:

  • Confirmation number of your reservation
  • The scheduled date and time of the charter
  • The reason for canceling
  • Any supporting paperwork (as needed)
  • Your preferred method for receiving the refund

Step 3: Assessment and Action

We will acknowledge receipt of your request within a day, compare it with our policy, provide an outcome within two days, and if approved, process your refund within the indicated timeframes.

Noteworthy Points

  • All demands for refunds should be made in writing
  • No matter the currency used initially, refunds will be processed in €
  • Acquire travel insurance for enhanced security
  • This policy may be updated given a notice period of 30 days
  • Refunds are inclusive of any pertinent taxes and compliances

Contact Data

Any inquiries regarding refund procedures or to advance a request can be directed to:

Refunds Department
VelvetCitrusLab Marine Services Ltd.
Marina Point
Hamburg 20457
Germany

Phone: +49 40 9999 9999
Email: [email protected]
Operating Days: Monday through Friday, 9:00 AM to 5:00 PM

Last Revision: August 3, 2027

We crafted this refund policy for fairness and clarity. It is advised that you review these stipulations diligently before securing a booking and reach out with any questions.