Refund Policy
Transparent and just refund policies for your reassurance
Overview
At TideCrestGrove, we recognize that plans may change, and we are committed to establishing clear and transparent refund policies. This document details the criteria under which refunds are granted for our yacht rental services.
Please review the refund policy thoroughly prior to confirming a reservation. By reserving a yacht with TideCrestGrove, you consent to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund minus transaction fees
Processing Time: 5-7 working days
Transaction Fee: €50 for credit card payments
Requirements: Must be applied for via written communication like email or telephone
24-72 Hours Before Charter
Eligible for: Half of the entire charter fee
Processing Time: 7-10 working days
Transaction Fee: €25 taken from the refund sum
Conditions: Justifiable cause needed; administration charges apply
Less than 24 Hours Before Charter
Eligible for: No refunds provided
Exception: Consideration may be given in emergency scenarios
Alternative: Charter credit might be offered at the discretion of administration
Requirements: Documentation necessary for emergency instances
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our utmost concern. If charter voyages are deemed unsafe due to weather by our certified captain, we propose several alternatives:
- Full Refund: If it is not possible to reschedule
- Reschedule: Move your charter to another available date without extra charges
- Charter Credit: Credit applicable for one year from the original charter date
Weather Evaluation Procedure
Our assessment of weather includes:
- Evaluation of wind speeds and trajectories
- Sea state and swell height analysis
- Forecast on visibility and precipitation levels
- Coast Guard notifications and cautions
- Captain's safety assessment by a qualified professional
Decision Making Time: Determinations about weather cancellations are made at least 4 hours prior to the scheduled departure.
Medical Emergency Refunds
Crisis Scenarios
We are sympathetic to the fact that health emergencies can occur unexpectedly. The scenarios listed below could qualify for special refunds:
- Sudden medical conditions or injuries needing hospital care
- Family bereavements
- Urgent military orders or recalls
- Mandatory court appearances or jury duty calls
- Travel impairments due to catastrophic events
Proof Requirements
To consider emergency refund requests, the following documentation is required:
- Healthcare certification or hospital reports
- Documentation proving family loss, if relevant
- Formal military commands
- Official summonses for judicial attendance
- Regulatory travel warnings or emergency declarations
Refund Process: Emergency refunds are carried out within 3-5 business days after we receive the necessary documents.
Operational Cancellations
Technical Failures
In the event that your allotted vessel undergoes technical malfunctions that are not solvable:
- Substitute Vessel: We will endeavor to supply a comparable replacement
- Full Refund: If another yacht is unavailable
- Partial Refund: If the other vessel offers different pricing
- Compensation: Additional recompense could be considered for the inconvenience
Unavailability of the Crew
On rare occasions when the certified crew is inaccessible:
- A replacement crew will be organized if feasible
- A full refund if the charter cannot be conducted
- Option to reschedule at no extra cost
Refund Processing
Method of Reimbursement
Refunds will be returned through the same payment mechanism utilized for the booking:
- Credit Cards: 5-7 working days
- Bank Transfers: 7-10 working days
- Cash/Check: 3-5 working days
Transaction Fees
Credit Card Transactions
A €50 fee for cancelations exceeding 72 hours before
Bank Transfer Transactions
A €25 fee for all bank transfer refunds
International Transactions
Supplementary fees could be applicable for international operations
Charter Credits
Events Eligible for Credits
In certain cases, instead of a refund, credit for a charter may be provided:
- Cancellations with short notice (under 24 hours)
- Interruptions due to weather
- Voluntary reschedulings
- Operational hiccups
Credit Stipulations
- Validity: Good for 12 months following issuance
- Non-Assignable: May not be transferred to others
- Amount: Equal to the full cost of the charter (exempt from transaction fees)
- Applicability: Redeemable on any upcoming charter
- Non-Extension: No extensions past the 12-month period
Refunds for Partial Services
Disruptions in Service
If your rental is interrupted or cut short by factors we can control:
- Refunds calculated based on the time services were not utilized
- Credit towards another rental of the same value
- Complementary services or upgrades may be offered
Interruptions Caused by Guests
If a rental is prematurely terminated due to the conduct of guests or breach of safety protocols:
- No reimbursement for unspent time
- Full charges persist
- Possible accrual of additional fees
Dispute Resolution
Should you hold any objections in relation to a refund decision, you are entitled to:
- Request an assessment by our executive team
- Submit extra proof or details
- Engage with consumer advocacy groups
- Seek legal avenues as defined by relevant laws
Requesting a Refund
Step 1: Get in Touch
To initiate a refund, contact us through:
- Email: [email protected]
- Phone: +49 40 9999 9999
- In person at our office premises
Step 2: Provide Necessary Details
Your refund submission should include:
- Your booking confirmation ID
- The scheduled date and time of your charter
- The reason behind cancellation
- Any relevant supporting papers
- Your desired method for receiving the refund
Step 3: Review and Execution
We acknowledge all refund requests within a day, evaluate them in accordance with our policies, and communicate our decision within two days. Confirmed refunds are transacted within the set timelines.
Noteworthy Information
- All applications for refunds have to be in writing
- Refunds are effected in € regardless of the original currency used
- We advise you to consider travel insurance
- This policy is changeable, given a notice time of 30 days
- Refunds are governed by pertinent taxes and legal regulations
Contact Us
For inquiries related to refunds or to submit an application for a refund:
Refunds Department
TideCrestGrove Marine Services Ltd.
Marina Point
Hamburg 20457
Germany
Phone: +49 40 9999 9999
Email: [email protected]
Working Hours: Monday–Friday, 9:00 AM – 5:00 PM