Refund Policy

Clear and fair refund conditions for your peace of mind

Overview

At PineValleyView, we recognize that situations may arise where you need to request a refund, and our goal is to offer transparent and equitable refund terms. This document provides details on the scenarios in which refunds are granted for our yacht charter services.

Before confirming your reservation, please review the refund terms carefully. By reserving a charter with PineValleyView, you are consenting to this refund policy.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Entire refund except for processing charges

Processing Time: 5-7 business days

Processing Fee: €50 applied to credit card operations

Conditions: Must be requested officially through email or telephone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the overall charter expense

Processing Time: 7-10 business days

Processing Fee: €25 is deducted from the refund amount

Conditions: A legitimate reason is needed; extra administrative costs will be deducted

Less than 24 Hours Before Charter

No Refund

Eligible for: Refunds are not available

Exception: Cases of emergencies might be taken into account

Alternative: Charter credit may be provided at the discretion of the management

Conditions: Emergency circumstances require supporting documents

Weather-Related Cancellations

Our Weather Guarantee

Our highest concern is your safety. Should our certified captain deem weather conditions unsafe for yacht operation, we offer several alternatives:

  • Full Refund: If rescheduling isn't an option, we will provide a full refund
  • Reschedule: You may reschedule your charter to another available date at no extra cost
  • Charter Credit: We'll issue a credit that can be used within one year from the original booking date

Weather Assessment Process

Our process for assessing weather conditions includes:

  • Examination of wind speed and direction
  • Evaluation of wave height and maritime conditions
  • Forecasting visibility and rainfall
  • Adherence to Coast Guard advisories and cautions
  • Our captain's professional judgment on safety

Decision Timeline: We make decisions on weather-related cancellations at least 4 hours before departure.

Medical Emergency Refunds

Emergency Circumstances

Medical crises are unforeseen, thus we take into account specific scenarios for refunds:

  • Sudden illness or injury that necessitates hospitalization
  • Passing of a direct family member
  • Unexpected military orders or deployment
  • Summoned for jury duty or a court order
  • Disasters impacting your itinerary

Documentation Requirements

For emergency refund requests, the following proof must be furnished:

  • Medical statement or hospital reports
  • Official death certificate when applicable
  • Confirmation of military orders
  • Summons for court appearances
  • Advisories or declarations of emergencies impacting travel plans

Processing: Upon providing the pertinent documents, your emergency refund will be handled within 3-5 business days.

Operational Cancellations

Mechanical Issues

In the event of mechanical troubles with the designated vessel that can't be addressed:

  • Alternative Vessel: An attempt will be made to provide a substitute yacht of comparable standards
  • Full Refund: If we're unable to offer a satisfactory alternative
  • Partial Refund: If the provided alternative comes with different pricing
  • Compensation: We may extend additional compensation for the inconvenience faced

Crew Unavailability

In the rare instances when a certified crew is not available:

  • We'll make an effort to arrange an alternate crew if possible
  • A complete refund will be issued if the charter cannot take place
  • Rescheduling won't incur extra costs

Refund Processing

Payment Method

We will process refunds back to the payment method originally used for the reservation:

  • Credit Cards: 5-7 business days
  • Bank Transfers: 7-10 business days
  • Other Methods: 3-5 business days

Processing Fees

Credit Card Processing

€50 fee for cancellations more than 72 hours before the charter

Bank Transfer Processing

€25 fee is applicable for all bank transfer refunds

International Transactions

Extra charges may be levied for international operations

Charter Credits

When Credits Are Offered

In certain instances, instead of a refund, a credit for chartering might be provided:

  • For cancellations made less than 24 hours in advance
  • Due to unanticipated charter changes linked to weather conditions
  • Should you request a voluntary reschedule
  • In case of operational challenges

Credit Terms

  • Validity: The credits are valid for one year from the date of issue
  • Transferability: Credits cannot be transferred to other parties
  • Value: The full worth of the charter is credited without any processing fees
  • Usage: Credits may be utilized towards any future available charter
  • Expiration: Extensions are not allowed beyond the 12-month validity period

Partial Service Refunds

Service Interruptions

In case your charter experience is disrupted or cut short due to our control:

  • A proportional refund will be calculated based on the unutilized time
  • A voucher for the same amount for a future charter will be offered
  • Additional complimentary services or upgrades might be provided

Guest-Related Interruptions

Should the charter terminate prematurely owing to guest misconduct or safety infractions:

  • No refunds will be issued for the remaining time
  • The complete payment is still required
  • Guests may incur additional expenses

Dispute Resolution

In the event that you contest a refund determination, the following options are available to you:

  • Appeal for a reassessment by our management
  • Possibility to present further proofs or justifications
  • Consultation with consumer rights organizations
  • Legal pursuits according to the law, if necessary

How to Request a Refund

Step 1: Contact Us

Refund requests can be made through:

Step 2: Provide Information

We require the following information for your refund application:

  • Confirmation number of your booking
  • The scheduled date and time of the charter
  • The specific reason for the cancellation
  • Any auxiliary documents, when necessary
  • Your preferred method for the refund

Step 3: Review and Processing

We will confirm receipt of your refund request within a day, assess it against our policy, communicate our decision within two days, and proceed with approved refunds according to the stated periods.

Important Notes

  • Each refund request must be submitted in a written format
  • Refunds are processed in €, regardless of the currency used for the original payment
  • We highly advise obtaining travel insurance
  • Our policy is subject to amendments given a notice of 30 days
  • All refunds are in accordance with legal regulations and corresponding taxes

Contact Information

If you have inquiries regarding refunds or to place a refund request:

Refunds Department
PineValleyView Maritime Operations Inc.
Marina Point
Hamburg 20457
Germany

Telephone: +49 40 1234 5678
Email: [email protected]
Hours: Monday to Friday, 9:00 AM to 5:00 PM

Last Modified: August 25, 2049

We have designed this refund policy to be just and transparent. We urge you to read through these terms meticulously before making a reservation and to get in touch with us should there be any questions.