Refund Policy
Transparent and just refund guidelines for your assurance
Introduction
At SolarOrchardWay, we recognize that plans may shift, and we are committed to providing equitable and clear refund protocols. This document sets forth the circumstances under which refunds may be granted for our yacht charter services.
Before confirming a booking, please examine this policy thoroughly. By securing a charter with SolarOrchardWay, you are accepting and conforming to these terms regarding refunds.
Typical Cancellation and Refund Timetable
More than 72 Hours Before Charter
Entitled to: Complete refund excluding administrative charges
Transaction Time: 5-7 business days
Administrative Cost: €50 for payments via credit card
Stipulations: Must be applied for in a written format through email or phone interaction
24-72 Hours Before Charter
Entitled to: Half of the total cost of the charter
Transaction Time: 7-10 business days
Administrative Cost: €25 subtracted from the refund
Stipulations: Justifiable reason needed; overhead costs applicable
Less than 24 Hours Before Charter
Entitled to: Refunds are not issued
Exception: Emergency situations may be taken into account
Alternative: Voucher for a charter may be provided at the discretion of the management
Stipulations: Proof required for emergency situations
Cancellations Due to Weather
Our Commitment to Safe Sailing
Our primary concern is safety. If the weather is not suitable for sailing as determined by our certified captain, we provide adaptable options:
- Complete Refund: Issued when it's not feasible to reschedule
- Rescheduling: Shift your booking to an alternative available slot with no extra charges
- Voucher for Charter: A voucher valid for one year from the initial charter date is provided
Procedure for Assessing Weather Conditions
Our weather evaluation encompasses:
- Evaluating wind intensity and trajectory
- Surveying wave heights and maritime conditions
- Forecast of visibility and precipitation levels
- Advisories and alerts by the Coast Guard
- Assessment of safety by our professional captain
Deadline for Decisions: Judgments regarding weather cancellations are concluded at least 4 hours before the planned departure time.
Refunds in the Event of Medical Emergencies
Special Situations Considered
We are sympathetic to the fact that unforeseen medical emergencies can happen. The following are circumstances that might be eligible for extraordinary refund consideration:
- Sudden medical conditions or injury necessitating hospital admission
- Passing of a family member
- Unpredictable military assignments or urgent recalls
- Serving on a jury or court demands
- Catastrophic events impacting travel
Required Proof for Emergencies
Evidence needed to facilitate emergency refund claims include:
- Certification from a medical practitioner or hospital reports
- Certificate of death, if relevant
- Orders from the military
- Summonses from court or notices for jury service
- Official warnings or statements of emergency
Reimbursements: Refunds due to emergencies are executed within a timeframe of 3-5 workdays after receiving all necessary documentation.
Cancellations Due to Operational Issues
Technical Problems with the Vessel
If the designated yacht is incapacitated by mechanical failures that can't be rectified:
- Alternate Yacht: We will make an effort to allocate a similar yacht
- Complete Refund: Provided when no alternate yacht can be arranged
- Partial Refund: When the substitute yacht comes with a different pricing
- Additional Compensation: Additional recompense may be offered due to the inconvenience
Unavailability of Crew
In the occasional instance where certified crew members are not available:
- An alternate crew is arranged where possible
- Full refund offered if the charter can't proceed
- Option to reschedule without extra fees
Procedures for Refund Transactions
Method for Reimbursement
Repayments are conducted using the original means of payment for the booking:
- Credit Cards: Within 5-7 business days
- Wire Transfers: 7-10 business days
- Cash/Cheques: 3-5 business days
Administrative Fees
Credit Card Transactions
€50 fee for cancellations made beyond 72 hours ahead
Processing for Bank Transfers
€25 fee for each bank transfer reimbursement
Adjustments for International Operations
Extra charges might be necessary for transactions across borders
Issuance of Charter Vouchers
Instances for Voucher Allotment
Vouchers might be put forward as an alternative to reimbursement in specific cases:
- Late annulment (within 24 hours of the charter)
- Cancellations linked to weather
- Customer-requested rescheduling
- Unforeseen operational hiccups
Terms Relating to Vouchers
- Validity Period: 12 months from the date issued
- Non-transferable: Vouchers cannot be passed on to other individuals
- Monetary Worth: Reflects the entire value of the charter with no administrative fees deducted
- Application: Redeemable towards any available yacht charters
- Expiry: Extensions beyond the 12-month period are not possible
Refunds for Partial Utilization of Services
Interruptions while on Charter
Should the yacht trip be disrupted or curtailed due to factors within our jurisdiction:
- Refund calculated on a pro-rata basis for the unused portion
- Credit towards a future yacht trip of equivalent worth
- Complimentary services or enhancements
Disruptions Caused by Guests
In the event of a premature termination of the charter due to conduct of guests or breaches of safety regulations:
- No refund for the remaining time will be given
- The full payment is still required to be settled in full
- There may be additional fees incurred
Methods for Settling Disagreements
Should there be any difference of opinion regarding a refund, you may:
- Ask our management for a reassessment
- Submit further proof or explanations
- Approach consumer advocate groups for arbitration
- Exercise your legal options according to the law
Guidelines to Apply for a Refund
Step 1: Get in Touch
To put forward your refund claim, reach out via:
- Email: [email protected]
- Phone: +49 40 99999 9999
- Directly at our seaside location
Step 2: Present Your Case
Ensure your application includes:
- The number validating your booking
- Date and timing of your charter
- The reason for cancellation
- Any evidence supporting your request (if applicable)
- Your preferred method for receiving the refund
Step 3: Confirmation and Action
Our staff will confirm they have received your request within a day, review it in line with our policy, provide you with a resolution within 2 days, and handle approved reimbursements following the timelines indicated.
Essential Information
- All demands for refunds must be submitted in written form
- Reimbursements are processed in € even if the original transaction was made in a different currency
- It is highly advised to purchase travel insurance
- This policy can be modified, provided 30 days’ notice is given
- Refunds adhere to relevant taxes and regulations
Get in Touch
For inquiries or to start a refund claim, please contact:
Refunds Department
SolarOrchardWay Marine Services Ltd.
Marina Point
Hamburg 20459
Germany
Phone: +49 40 99999 9999
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM