Refund Policy
Transparent and straightforward reimbursement guidelines for your assurance
Introduction
At RiverBendPlace, we recognize that plans may alter, and our aim is to maintain transparent and equitable refund procedures. This document spells out the criteria under which refund requests for our yacht rental services might be validated.
It is important to review these guidelines thoroughly prior to reserving a yacht. When you place a booking with RiverBendPlace, you are agreeing to our refund terms.
Standard Cancellation and Reimbursement Timeline
Over 72 Hours Prior to Charter
Qualifies for: Entire refund excluding transaction fees
Processing Duration: 5-7 working days
Transaction Fee: €50 for credit card payments
Requirements: Must be requested officially through email or phone communication
Between 24 to 72 Hours Before Charter
Qualifies for: Half of the total rental cost
Processing Duration: 7-10 working days
Transaction Fee: €25 subtracted from the reimbursement sum
Requirements: A legitimate rationale is required; additional administrative fees incurred
Under 24 Hours Before Charter
Qualifies for: Reimbursements are not available
Exception: Consideration given to critical situations
Alternative: A charter credit might be granted at the discretion of management
Requirements: Supporting documents required for emergencies
Cancellations Due to Weather
Our Promise Regarding Weather
Safety remains our utmost concern. If sailing conditions are assessed as hazardous for operation by our licensed captain, we offer adaptable alternatives:
- Whole Refund: Offered if rearranging is not feasible
- Rescheduling: Shift your rental to another date with no extra fee
- Voucher for Charter: Issue a voucher valid for a year from the initial date
Procedure for Weather Evaluation
For assessing the weather, we consider:
- Assessment of wind patterns and intensity
- Ocean swells and conditions at sea
- Visibility and future precipitation outlook
- Coast Guard announcements and cautions
- Certified captain's judgment on security
Timeline for Decision: Decisions to cancel due to weather are determined no less than 4 hours before the proposed set off.
Refunds in Cases of Medical Urgencies
Exceptional Circumstances
We are sympathetic to sudden medical exigencies. Conditions that might be deemed for extraordinary consideration include:
- Impromptu ailment or injuries that need hospitalization
- Passing of a family member
- Unforeseen military deployment
- Legal jury service or court mandates
- Catastrophic events impacting travel plans
Required Documentation
For processing requests due to emergencies, kindly supply:
- Evidence from a medical practitioner or hospital
- Death notice, if it applies
- Government orders for military deployment
- Official court summons or notice of jury duty
- Emergency travel advisories or announcements
Processing: Refunds for emergencies are handled within 3-5 business days after proper documentation is furnished.
Cancellations from Operational Setbacks
Technical Difficulties
Should the vessel designated for your rental experience mechanical issues unable to be remedied:
- Replacement Vessel: We'll attempt to arrange a similar substitute
- Entire Refund: Granted if no adequate substitute is ascertainable
- Partial Reimbursement: Applicable if the replacement vessel is priced differently
- Compensation: We may provide additional recompense for any inconveniences experienced
Unavailability of Crew
In the unusual instance where certified staff is not available:
- A replacement crew will be arranged when possible
- Whole refund issued if the rental cannot proceed
- Options to reschedule with no extra charge
Procedures for Reimbursement
Modes of Payment
Reimbursements are returned through the original mode of payment:
- Credit Cards: Processed over 5-7 working days
- Direct Bank Transfers: Takes 7-10 working days
- Cash/Check: Normally 3-5 working days
Processing Charges
Credit Card Transactions
€50 charge for cancellations done over 72 hours in advance
Bank Transfer Transactions
€25 fee applicable for all bank transfer reimbursements
Overseas Processing
Extra fees may be imposed for transactions across borders
Vouchers for Future Charters
Scenarios for Providing Credits
In specific cases, vouchers might be provided instead of refunds:
- Late cancellations (less than 1 day ahead)
- Cancellations associated with weather
- Voluntary changes of reservation
- Unexpected operational occurrences
Specifications of Credit
- Valid For: 12 months from the date of issue
- Transferability: Credits are not transferable to other individuals
- Value: Equals the full value of the charter without deducting transaction fees
- Applicability: Can be utilized for any available rental
- Expiry: No prolongations past 12 months
Partial Reimbursement for Services
Interruption of Services
If your yacht trip is interrupted or cut short due to issues within our control:
- Refund proportionate to the unutilized duration
- Credit equivalent to the future charter of the same value
- Complimentary offerings or enhancements
Interruptions Related to Guests
If a rental is brought to an early end due to the conduct of the guests or violation of safety rules:
- No reimbursement for the time not used
- Total amount remains payable
- Potential additional fees
Addressing Refund Discrepancies
Should you find yourself at odds with a refund decision, you have the option to:
- Request an evaluation from our management team
- Submit further document or evidence
- Engage consumer protection bodies for resolution
- Explore legal channels in adherence with the law
Arranging a Refund
Step 1: Get in Touch
Send your refund application through:
- Email: [email protected]
- Phone: +49 40 1234 5678
- Direct visit to our marine office
Step 2: Present Your Details
Your application should include:
- Confirmation code of the booking
- Date and time of the intended charter
- Justification for cancellation
- Any corroborating documentation, if necessary
- Chosen method for refund
Step 3: Validation and Handling
Our crew will acknowledge your request within a day, assess it against our policy, offer a determination within two days, and then process eligible refunds within the specified time frames.
Essential Notes
- All requests for refunds must be submitted in a written format
- Reimbursements are processed in € and are not affected by the currency of the original payment
- Including travel insurance in your plans is strongly advised
- These guidelines are subject to alteration with a notice period of 30 days
- Refunds are conducted in compliance with relevant taxes and legislation
Getting in Touch
For inquiries concerning refunds or to lodge a request for a refund:
Department of Refunds
RiverBendPlace Marine Services Ltd.
Marina Point
Hamburg 20459
Germany
Phone: +49 40 1234 5678
Email: [email protected]
Open: Monday–Friday, from 9:00 AM to 5:00 PM