Refund Policy
Transparent and equitable refund terms for complete satisfaction
Overview
At GentleMarshShade, we recognize that plans can alter, and we are committed to establishing straightforward and transparent refund policies. This document outlines the scenarios in which refunds are granted for our yacht charter services.
Kindly review this policy thoroughly prior to reserving. By reserving a charter with GentleMarshShade, you are consenting to and accepting these refund conditions.
Conventional Cancellation and Refund Timetable
Above 72 Hours Prior to Charter
Entitled to: Full refund except for service charges
Duration for Processing: 5-7 business days
Service Charge: €50 for credit card transactions
Requirements: Must be submitted via email or phone communication
Between 24 to 72 Hours Prior to Charter
Entitled to: Half of the total charter cost
Duration for Processing: 7-10 business days
Service Charge: €25 deducted from the refund total
Requirements: A legitimate rationale is required; subject to administrative expenses
Under 24 Hours Before the Charter
Entitled to: No refunds issued
Exception: Exceptions for emergencies may be taken into account
Alternate Option: Charter credit might be given at the discretion of the management
Requirements: Supporting documentation needed for claims related to emergencies
Refunds Due to Weather Conditions
Our Guarantee Against Bad Weather
Your safety takes precedence. Should adverse weather render sailing conditions unsafe as deemed by our certified captain, we present the following options:
- Complete Refund: Fully refunded if rescheduling proves to be unfeasible
- Reschedule: You may change your charter to an alternative date at no excess charge
- Charter Credit: Earn a credit that remains valid for one year from the initial charter date
Evaluation of Weather Conditions
An assessment of the weather will consider:
- Examination of wind direction and velocity
- Assessment of wave height and sea state
- Outlook for visibility and precipitation
- Advisories and warnings from the Coast Guard
- Inspection by professional captain for safety purposes
Timing for Decision-Making: Determinations regarding weather-related cancellations occur at least 4 hours in advance of the scheduled departure.
Refunds in Medical Emergencies
Circumstances of Urgency
We are sympathetic to the sudden occurrence of medical crises. The instances below may be eligible for special refund consideration:
- Unanticipated sickness or injury needing hospital admission
- Immediate family member's passing
- Military summons or emergency recall
- Jury summons or legal subpoenas
- Natural disasters influencing travel plans
Documentation Guidelines
For emergency refund requests to be considered, please provide:
- A medical certificate or documents from the hospital
- Death certificate, if relevant
- Official military assignments
- Legal summons or jury duty notification
- Travel alerts or declarations of emergency
Process: Refunds tied to emergencies are initiated within 3-5 business days once the necessary documentation is submitted.
Cancellations Due to Operational Issues
Technical Difficulties
In cases where the designated yacht suffers technical troubles that remain unresolved:
- Substitute Yacht: We shall endeavor to offer an equivalent alternative yacht
- Total Refund: Should no fitting alternative be available
- Partial Refund: If the replacement yacht has a differing price
- Reparation: Extra compensation may be proposed for the inconvenience
Lack of Available Crew
On the off chance that certified staff is not available:
- Replacement crew will be sought out when feasible
- Complete refund if the charter cannot be conducted
- Opportunity to reschedule at no extra expense
Methods for Refund Transactions
Refund Channels
The reimbursement will be carried out through the original method of payment:
- Credit Cards: Processed within 5-7 business days
- Bank Transfers: Processed within 7-10 business days
- Cash/Cheque: Processed within 3-5 business days
Fees for Processing
Handling of Credit Card Cancellations
A [€50 fee applies for cancellations requested more than 72 hours in advance of the charter
Procedure for Bank Transfer Reimbursements
There is a €25 fee for all refunds made via bank transfer
Processing for International Transactions
Additional costs may be incurred for transactions made internationally
Policies on Charter Credit Issuance
Credit Offering Occasions
Charter credits are sometimes proposed as an alternative to refunds under certain conditions:
- Late cancellation requests (under 24 hours before the charter)
- Cancellations due to inclement weather
- Voluntary requests for rescheduling
- Disruptions in operation
Terms for Credit
- Validity Period: Credits are valid for 12 months from the date of issue
- Transfer Restrictions: Credits cannot be transferred to other individuals
- Value: Corresponds to the entire value of the charter, exempt from procession fees
- Utilization: Applicable towards any available charter in the future
- Expiration: Credits cannot be prolonged beyond the validity of 12 months
Reimbursement for Partially Rendered Services
Interruptions in Service
If your sailing experience is disrupted or abbreviated due to reasons under our purview:
- A prorated refund based on the unutilized duration
- A credit for a future trip of similar value
- Complimentary services or possible upgrades
Interruptions Caused by Guests
Charter disruptions occurred prematurely because of guests' behavior or safety infractions:
- No reimbursement for the part not used
- Complete payment is still obligatory
- Potential additional fees could apply
Resolving Refund Disagreements
If you find yourself disagreeing with a decision regarding your refund, you may:
- Request for our managerial staff to revisit your case
- Contribute additional proof or documentation
- Look for a resolution by engaging consumer protection organizations
- Seek judicial solutions as authorized by the law
Procedure to Claim a Refund
Initial Step: Reach Out
To begin the refund request, reach out to us through:
- Email: [email protected]
- Phone: +33 4 93 217 217
- Directly at our marina office location
Second Step: Provide Necessary Details
Ensure to include the following information in your request:
- Confirmation number for the booking
- Date and time of the charter
- Basis for the cancellation
- Any relevant supporting documents (where applicable)
- Your preferred method for receiving the refund
Final Step: The Review and Processing Stage
We will acknowledge receipt of your request within a day, match it against the existing policy, communicate our decision within two days, and proceed with approved refunds according to the timeframes indicated.
Significant Points
- Refund claims must be presented in a written format
- All refunds are conducted in €, irrespective of the currency initially paid in
- Acquisition of travel insurance is highly recommended
- Policy adjustments can be made with a notice period of 30 days
- Refunds are compliant with applicable tax laws and regulations
Contact Details
For inquiries regarding refunds or to initiate a refund request, please contact:
Refunds Department
GentleMarshShade Marine Services Ltd.
Port de Plaisance de Nice
Nice 06300
France
Phone: +33 4 93 217 217
Email: [email protected]
Business hours: Monday–Friday, 9:00 AM – 5:00 PM