Refund Policy

Transparent and equitable refund terms for your comfort

Overview

At HarborQuietLake, we recognize that plans may change, and we are committed to maintaining clear and straightforward refund procedures. This document provides the criteria under which refunds might be granted for our yacht charter services.

Please examine this policy thoroughly prior to booking. By reserving a charter with HarborQuietLake, you are confirming your consent to these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete refund excluding service charges

Processing Time: 5-7 business days

Processing Fee: €50 for card payments

Conditions: Must be submitted through written correspondence such as email or a phone call

24-72 Hours Before Charter

50% Refund

Eligible for: Half the total cost of the charter

Processing Time: 7-10 business days

Processing Fee: €25 reduction from the reimbursement amount

Conditions: A legitimate basis is necessary; additional admin expenses apply

Less than 24 Hours Before Charter

No Refund

Eligible for: No reimbursement provided

Exception: Consideration given for emergency scenarios

Alternative: Credit for a charter may be granted at the discretion of the management

Conditions: Proof required for emergency cases

Weather-Related Cancellations

Our Weather Guarantee

Our highest concern is safety. If our certified captain determines that weather conditions are unsafe for sailing, we provide adaptable solutions:

  • Full Refund: If rescheduling isn't an option, a full refund is available
  • Reschedule: Change your booking to another available date with no extra fees
  • Charter Credit: Credit that is valid for one year from the date of the original charter

Weather Assessment Process

The process we use to evaluate weather includes:

  • Analysis of wind speed and direction
  • Monitoring of wave size and ocean conditions
  • Visibility and precipitation outlooks
  • Maritime advisories and cautionary announcements from authorities
  • Safety assessment from our professional captain

Decision Timeline: Judgment on whether the weather warrants cancellation will be made no later than 4 hours before the scheduled departure time.

Medical Emergency Refunds

Emergency Circumstances

We understand that sudden medical issues may arise. The situations below might qualify for special refund considerations:

  • Unexpected illness or injury necessitating hospital admission
  • Passing of a close family member
  • Military service call-ups or urgent recalls
  • Summons for jury duty or legal proceedings
  • Natural disasters impacting travel

Documentation Requirements

Documentation required to process emergency refund claims includes:

  • Medical certificates or hospital records
  • Official notification of death (if relevant)
  • Military directives
  • Official summons for a court appearance or jury duty
  • Travel alerts or declarations of emergency

Processing: Emergency-related refunds will be handled within 3-5 business days following receipt of the necessary documentation.

Operational Cancellations

Mechanical Issues

Should the vessel assigned to you encounter mechanical problems that are unresolvable:

  • Alternative Vessel: We’ll attempt to arrange for a substitute equivalent vessel
  • Full Refund: In the event a similar vessel is unavailable
  • Partial Refund: If the alternate vessel affects pricing
  • Compensation: Additional reparation may be offered for the inconvenience

Crew Unavailability

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

  • Replacement crew will be sought when feasible
  • Full refund is provided if the charter cannot go ahead
  • Rebooking at no additional fee

Refund Processing

Payment Method

All payments returned will be processed through the original method used for the booking:

  • Credit Cards: 5-7 business days
  • Bank Transfers: 7-10 business days
  • Cash/Cheque: 3-5 business days

Processing Fees

Credit Card Processing

€50 charge for cancellations with more than 72 hours notice

Bank Transfer Processing

€25 charged for all refunds via bank transfer

International Processing

Additional costs may be applied to refunds involving international transactions

Charter Credits

When Credits Are Offered

In certain scenarios, we may offer charter credits as a substitute for cash back:

  • Late cancellations within 24 hours of the scheduled time
  • Cancellations due to weather conditions
  • Voluntary changes requested by the customer
  • Unforeseen operational adjustments

Credit Terms

  • Validity: Acceptable for one year from issuance
  • Transferability: They cannot be transferred to other individuals
  • Value: Equivalent to the full value of the charter without deductions from processing fees
  • Usage: May be used across any available charters
  • Expiration: Unused credits will expire one year from the date of issue

Partial Service Refunds

Service Interruptions

Should your charter experience disruptions or shortening due to our management:

  • A refund in proportion to the unutilized duration
  • Credit equivalent to a future charter
  • Additional services or upgrades at no cost

Guest-Related Interruptions

If a charter is concluded early because of guest actions or non-compliance with safety measures:

  • No recompense for the time left
  • The complete charter fee remains payable
  • Extra fees may be incurred

Dispute Resolution

If you contend with a conclusion made in regards to refunding, you have several options:

  • Call for a re-evaluation by our admin team
  • Submit additional evidence or papers
  • Seek aid from consumer advocacy groups
  • Consider legal avenues as per prevailing law

How to Request a Refund

Step 1: Contact Us

For refund submissions, contact us via:

Step 2: Provide Information

Supply the following data within your application:

  • Proof of booking
  • Date and time of the charter
  • The rationale for the cancellation
  • Relevant supporting documents (when necessary)
  • Your preferred method for the refund

Step 3: Review and Processing

Our staff will acknowledge receipt of your request within a day, evaluate it in accordance with this policy, make a determination within two days, and proceed with the approved refunds within the indicated timeframes.

Important Notes

  • All claims for refunds should be placed in writing
  • Reimbursements will be issued in €, despite the original currency used for payment
  • We highly advise purchasing travel insurance
  • This policy is amendable, with a notice period of 30 days
  • Refunds are inclusive of relevant taxes and follow legal directives

Contact Information

For enquiries regarding refunds or to initiate a refund demand:

Refunds Department
HarborQuietLake Marine Services Ltd.
Marina Point
Nice 06300
France

Phone: +33 4 93 00 00 00
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: August 23, 2028

We have formulated this refund policy to be clear-cut and honest. We urge you to familiarize yourself with these terms prior to booking and reach out to us with any inquiries.