Refund Policy
Transparent and straightforward refund terms for ensured satisfaction
Overview
StillWaterPark recognizes that plans can alter, and we prioritize offering clear refund policies. This document details the conditions that allow for refunds concerning our yacht charter services.
Before booking a charter, please examine this policy thoroughly. By reserving a charter with StillWaterPark, you are affirming and accepting these refund stipulations.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund except for service charges
Processing Time: 5-7 business days
Processing Fee: €50 for payment via credit card
Conditions: Cancellation request must be submitted via email or telephone
24-72 Hours Before Charter
Eligible for: Half of the overall charter cost
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund amount
Conditions: A justified reason is needed; administrative expenses incurred
Less than 24 Hours Before Charter
Eligible for: Refunds not available
Exception: Cases of emergency could be considered for a refund
Alternative: Option for charter credit subject to the discretion of management
Conditions: Emergency conditions require substantiating documentation
Weather-Related Cancellations
Our Weather Guarantee
We prioritize safety above all. If the conditions are deemed unsafe for navigating by our certified captain, we offer several flexible alternatives:
- Full Refund: If rescheduling isn't an option, a full refund is provided
- Reschedule: Change your charter date without extra charges to the closest available slot
- Charter Credit: Obtain credit that's valid for 12 months subsequent to the original charter date
Weather Assessment Process
Our evaluation of weather conditions consists of:
- Analyzing wind speed and direction
- Reviewing wave height and sea conditions
- Forecasting visibility and precipitation
- Heeding Coast Guard advisories and notices
- Assessing the safety based on the professional judgment of our captain
Decision Timeline: Determinations regarding weather cancellations are made at least 4 hours before the stipulated departure time.
Medical Emergency Refunds
Emergency Circumstances
Medical emergencies are unforeseen, and in such scenarios, special considerations may be extended:
- Sudden medical conditions or accidents requiring immediate hospital care
- Passing away of a close relative
- Reassignment or call-up for military service
- Legal obligations such as jury duty or court orders
- Travel disruptions due to natural disasters
Documentation Requirements
Emergency refund petitions should be accompanied by:
- Medical certification or documents from the hospital
- A death certificate, where relevant
- Official military orders
- A summons for jury service or court appearance
- Notices of travel restrictions or emergency proclamations
Processing: Upon providing the necessary papers, emergency refunds are processed within 3-5 working days.
Operational Cancellations
Mechanical Issues
Should the designated boat be unfit for use due to mechanical failures:
- Alternative Vessel: Efforts will be made to arrange for another comparable boat
- Full Refund: Should an acceptable replacement not be procurable
- Partial Refund: Provided if the substitute vessel differs in cost
- Compensation: Additional reparation may be offered for any inconvenience caused
Crew Unavailability
In the exceptional circumstance that a certified crew is not available:
- An attempt will be made to provide a substitute crew
- A full refund will be issued if the charter cannot be executed
- An option to reschedule without incurring additional costs
Refund Processing
Payment Method
Refunds are reverted back to the original means of payment:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
€50 fee for cancellations initiated over 72 hours in advance
Bank Transfer Processing
€25 fee applied to all bank transfer refunds
International Processing
Further fees may be applicable for international payment operations
Charter Credits
When Credits Are Offered
In select cases, charter credits are presented rather than cash-back:
- Cancellations made with less than a day's notice
- Cancellations tied to weather conditions
- Elective requests for rescheduling
- Service interruptions due to operational issues
Credit Terms
- Validity: Maintains value for a 12-month period post-issuance
- Transferability: Credits cannot be assigned to others
- Value: Equivalent to the full price of the charter without deductions
- Usage: Applicable toward any available charter
- Expiration: No elongation past the 12-month timeframe
Partial Service Refunds
Service Interruptions
If there's a disruption during your charter because of our responsibility:
- A proportional refund matching the unused portion
- Credit towards future charter equivalent in value
- Additional complimentary offerings or enhancements
Guest-Related Interruptions
Should the charter early terminate on account of guest behavior or safety violations:
- No return of funds for the unutilized period
- Requirement to settle the full charter cost regardless
- Possibility of incurring further penalties
Dispute Resolution
In the event that you oppose the outcomes of a refund judgment, your recourse includes:
- Seeking an assessment from our administrative team
- Supplementing your plea with additional evidence or documents
- Engaging consumer rights organizations for mediation
- Pursuing legal action in line with prevailing statutes
How to Request a Refund
Step 1: Contact Us
Start your refund application through:
- Email: [email protected]
- Phone: +49 40 99999
- In person at our marina branch
Step 2: Provide Information
Your refund request should include:
- Confirmation number for the booking
- Scheduled date and time for the charter
- Reason for the cancellation
- Any relevant supporting papers (if necessary)
- Chosen method for the refund
Step 3: Review and Processing
After acknowledging your request within a day, our team will assess it in line with our policy, inform you of the decision in two days, and fulfill any approved refunds within the designated periods.
Important Notes
- All requests for refunds must be lodged in writing
- Refund transactions will be handled in €, regardless of the original currency used
- Acquisition of travel insurance is strongly encouraged
- This policy can be subject to adjustments, given a notice period of 30 days
- All refunds are subject to tax laws and other legal requisites
Contact Information
For inquiries about refunds, or to lodge a request:
Refunds Department
StillWaterPark Marine Services Ltd.
Marina Point
Hamburg 20457
Germany
Phone: +49 40 99999
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM