Refund Policy
Straightforward and equitable refund terms for your confidence
Overview
At UrbanMeadowSun, we recognize that situations may change, and we commit to providing clear and equitable refund practices. This document specifies the scenarios in which refunds are granted for our yacht charter offerings.
It's important to review this document prior to confirming your reservation. As you reserve a yacht with UrbanMeadowSun, you are consenting to these refund conditions.
Standard Cancellation and Refund Schedule
Over 72 Hours Before Charter
Eligible for: Complete refund excluding any processing charges
Processing Period: 5-7 working days
Processing Charge: €50 for card payments
Stipulations: Must be sought via written communication either by email or phone
Between 24 to 72 Hours Prior to Charter
Eligible for: 50% refund on the total cost of charter
Processing Duration: 7-10 working days
Processing Fee: €25 subtracted from the refund amount
Conditions: A valid reason is necessary; administrative fees may be levied
Under 24 Hours Before Charter
Eligible for: No reimbursement available
Exemption: Instances of emergency may be taken into account
Alternative: Credit for a yacht rental might be proposed at the discretion of the company
Prerequisites: Evidence necessary for emergency situations
Weather-Related Cancellations
Our Commitment to Weather Safety
Our highest concern is safety. In cases where the weather conditions are determined unsafe for sailing by our authorized captain, we provide flexible solutions:
- Complete Refund: Issued if rearranging isn’t viable
- Reschedule: Shift your rental to an alternative available date at no extra charge
- Yacht Rental Credit: Credit valid for one year from the initial yacht reservation date
Procedure for Weather Assessment
Evaluation of weather involves:
- Review of wind intensity and trajectory
- Assessment of sea conditions and wave stature
- Forecasts for visibility and rainfall
- Notices from the Coast Guard
- Safety verdicts from the professional captain
Time for Decision: Choices regarding weather-related cancellations are made no later than 4 hours before the set sail time.
Medical Emergency Refunds
Exceptions for Emergencies
We are sympathetic to the fact that health crises can occur. The following are considered emergencies that may qualify for special consideration:
- Unexpected illness or accident necessitating hospitalized care
- Passing of a close family member
- Urgent military tasks or summons
- Legal obligations like jury duty or subpoenas
- Disruptive natural phenomena affecting travel plans
Documentation for Verification
For handling urgent refund requests, kindly provide:
- Health certificate or proof of hospitalization
- Certification of death (if required)
- Military orders, if any
- Legal notices such as jury summons
- Travel warnings or declarations of emergency
Refund Timeline: Medical refunds are processed within a window of 3-5 business days post-receipt of the necessary paperwork.
Cancellations Due to Operations
Technical Faults
In the event that the allocated craft suffers mechanical issues that remain unresolved:
- Substitute Vessel: Attempts will be made to provide a similar vessel
- Full Reimbursement: In cases where no comparable alternative exists
- Partial Refund: If the substitute watercraft has a different rate
- Complementary Offer: Additional consideration may be provided for the trouble caused
Unavailability of Crew
On rare occasions where no licensed crew is accessible:
- Efforts to find alternate crew members will be made if possible
- A full refund is issued if the yacht rental is unfeasible
- Options to reschedule without additional costs
Method for Refund Processing
Means of Reimbursement
Refunds will be directed back to the original mode of payment that was utilized for the reservation:
- Credit/Debit Cards: 5-7 business days
- Wire Transfers: 7-10 business days
- Cash/Check: 3-5 business days
Service Charges for Processing
Card Transaction Fee
A €50 charge for cancellations requested more than 72 hours in advance
Bank Handling Charge
A €25 service fee for each bank transaction refund
Additional Fees for International Transactions
Additional charges might apply for international refunds
Yacht Rental Credits
Scenarios for Offering Credits
Rental credits for the yacht may be proposed instead of cash refunds under certain conditions:
- Late cancellation scenarios
- Cancellations due to adverse weather
- Voluntary changes in scheduling
- Operational disruptions
Policy for Credits
- Validity: 12 months from the date of issue
- Non-transferable: Cannot be assigned to other individuals
- Amount: Complete value of the charter (excluding processing fees)
- Applicability: Redeemable for any future available yacht rental
- Expiry: No prolongation beyond 12 months
Refunds for Partial Services
Disruptions During Service
If your yacht journey is interrupted or shortened because of reasons we control:
- Proportional refund based on time not utilized
- Credit for a future reservation of the same value
- Complimentary added services or advancements
Interruptions Linked to Guests
If a yacht trip is ended prematurely because of the behavior of a guest or infringement of safety regulations:
- No reimbursement for the unconsumed duration
- Full payment is still required
- Potential for additional charges
Addressing Disagreements
In case you oppose the outcome of a refund, you have the right to:
- Request a secondary appraisal by our management
- Furnish additional documentation or justification
- Look for a resolution via consumer advocacy groups
- Engage in legal measures as acknowledged by the law
Procedure for Requesting Refunds
Step 1: Reach Out
For requesting a refund, submit through:
- Email: [email protected]
- Phone: +49 40 1234 5678
- Visiting our waterfront office personally
Step 2: Compile Necessary Information
Your refund appeal should encompass:
- Confirmation code for the booking
- Scheduled date and hours for the charter
- Justification for voiding
- Supporting papers, if applicable
- Desired method for the refund
Step 3: Evaluation and Execution
Our staff will acknowledge your submission within a day, assess it against the stipulated policy, communicate a verdict within two days, and undertake approved refunds within the given timelines.
Essential Information
- All refund submissions are required to be in written form
- Refunds are processed in € regardless of the initial payment's currency
- We highly recommend purchasing travel insurance
- This document may be subject to updates, with a notice period of 30 days
- Refunds are inclusive of applicable taxes and legal stipulations
Contact Details
For inquiries or to forward a refund claim:
Reimbursements Office
UrbanMeadowSun Maritime Solutions Inc.
Marina Point
Hamburg 20457
Germany
Telephone: +49 40 1234 5678
Electronic Mail: [email protected]
Operational Hours: Monday to Friday, from 9 in the morning to 5 in the evening