Refund Policy
Transparent and straightforward refund terms for your assurance
Overview
At RiverOrchardLane, we recognize that plans can shift, and we endeavor to maintain equitable and clear refund practices. This document details the situations in which refunds might be given for our yacht charter services.
Please examine this document with care prior to booking. When you reserve a charter with RiverOrchardLane, you are affirming your consent to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: A complete refund minus service charges
Processing Time: 5-7 business days
Processing Fee: €50 for transactions on cards
Conditions: Must be sought in written form through email or over the phone
24-72 Hours Before Charter
Eligible for: Half the overall charter fee
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund
Conditions: A justifiable reason must be presented; fees for administration may apply
Less than 24 Hours Before Charter
Eligible for: Non-refundable
Exception: Extenuating scenarios will be taken into consideration
Alternative: A charter credit might be granted at the discretion of the management
Conditions: Documentation required for claims related to emergencies
Weather-Related Cancellations
Our Weather Guarantee
Our foremost concern is safety. If charter journeys are deemed unsafe due to weather by our skilled captain, we provide the following flexibilities:
- Full Refund: If rescheduling isn't doable, a full refund is provided
- Reschedule: Transfer your booking to a subsequent date without extra costs
- Charter Credit: Obtain a voucher valid for one year from the initial charter day
Weather Assessment Process
Our evaluation of weather incorporates:
- Analysis on wind velocity and trajectory
- Sea status and swell magnitude
- Visibility and expected precipitation
- Maritime advisories and cautions
- Assessment of safety by professional captains
Decision Timeline: Choices about cancellations due to weather are made no more than 4 hours ahead of the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We are sympathetic to the fact that medical urgencies can occur. The scenarios below may be taken into account for extraordinary measures:
- Acute medical conditions or injuries necessitating hospital admission
- Passing of an immediate family member
- Summoning for military duties or urgent recall
- Summon to court or jury service
- Natural calamities disrupting travel
Documentation Requirements
Documents needed to process emergency refund enquiries include:
- Medical attestation or hospital paperwork
- Certification of death (if applicable)
- Confirmed military directives
- Legal summonses or notice for juror duty
- Official travel advisories or declarations of emergency
Processing: On receipt of the correct documentation, emergency refunds are processed within a 3-5 day timeframe.
Operational Cancellations
Mechanical Issues
In case of technical malfunctions in the assigned vessel that remain unresolved:
- Alternative Vessel: We will attempt to arrange a similar replacement
- Full Refund: Offered when no appropriate alternative is provided
- Partial Refund: If the substitute boat is priced differently
- Compensation: Additional recompense might be offered for the inconvenience
Crew Unavailability
In exceptional cases where certified crew are not available:
- A substitution in crew will be sought where feasible
- Complete refund if the charter is unable to proceed
- Possibility to reschedule with no surcharge
Refund Processing
Payment Method
Refunds are settled back to the initial payment method utilized for the reservation:
- Credit Cards: 5-7 working days
- Bank Transfers: 7-10 business days
- Cash/Cheque: Within 3-5 business days
Processing Fees
Credit Card Processing
€50 fee for cancellations more than three days in advance
Bank Transfer Processing
€25 fee applicable to all bank transfer reimbursements
International Processing
Other charges may be incurred for international operations
Charter Credits
When Credits Are Offered
Charter credits are sometimes presented as a substitute for refunds under these conditions:
- Late terminations (under 24 hours prior)
- Cancellations due to adverse weather
- Requests to rearrange voluntarily
- Disruptions in operations
Credit Terms
- Validity: Credits are in effect for 12 months after issuance
- Transferability: Credits are specific to the issuer and not assignable to other individuals
- Value: Reflective of the entire value of the charter with no deductions for service fees
- Usage: Applicable towards any charter with available slots
- Expiration: There are no extensions past the 12-month mark
Partial Service Refunds
Service Interruptions
If your charter experience is cut short or interrupted because of factors under our control:
- Refund prorated based on unspent charter time
- Credit applicable to a future charter equalling the prior value
- Complimentary amenities or upgrades may be offered
Guest-Related Interruptions
Should a charter be prematurely ended due to guests' behavior or security breaches:
- Nonrefundable for any time not used
- Full charges apply
- Possibility of additional charges
Dispute Resolution
If a refund decision made by us does not align with your view, you may take the following steps:
- Ask for an appraisal from our management
- Submit further information or proofs
- Engage consumer protection entities
- Explore legal avenues as permitted by law
How to Request a Refund
Step 1: Contact Us
Forward your refund plea through:
- Email: [email protected]
- Phone: +39 0789 123 456
- Direct visit to our dock headquarters
Step 2: Provide Information
Your appeal should contain:
- Verification number of your reservation
- Date and time of your scheduled charter
- Motive for the cancellation
- Any pertinent proofs (if required)
- Your preferred means of refund
Step 3: Review and Processing
We guarantee to acknowledge your request within a day, reassess it in compliance with this document, come to a judgment within two days, and proceed with sanctioned refunds in line with the intervals specified here.
Important Notes
- All pleas for refunds must be documented
- Reimbursements are effected in €, despite the currency used initially
- It is highly advised to have travel insurance
- This document is liable for alteration with a notice period of 30 days
- Refunds adhere to relevant taxes and legislative stipulations
Contact Information
For inquiries or to present a refund request:
Refunds Department
RiverOrchardLane Marine Services Ltd.
Porto Cervo Marina
Porto Cervo 07021
Italy
Phone: +39 0789 123 456
Email: [email protected]
Office Hours: 9:00 AM – 5:00 PM, Monday through Friday