Refund Policy
Transparent and equitable refund terms for your confidence
Overview
At SandyCovePoint, we recognize that plans may change, and are committed to maintaining refund policies that are clear and reasonable. This document details the specific conditions under which refunds can be made for yacht rental services.
Please ensure you have reviewed this policy thoroughly before reserving a yacht. When you make a reservation with SandyCovePoint, you are signifying your acceptance of these terms for refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund minus service charges
Processing Time: 5-7 business days
Service Charge: €50 for payments by card
Conditions: Requests must be made in written form through email or a call
24-72 Hours Before Charter
Eligible for: Half of the entire cost of the yacht rental
Processing Time: 7-10 business days
Service Charge: €25 subtracted from the refund amount
Conditions: Cancellation must be supported by a valid explanation; additional administrative expenses may apply
Less than 24 Hours Before Charter
Eligible for: No options for a refund will be offered
Exceptions: Cases of emergencies may receive consideration
Alternatives: A credit for chartering may be provided at the discretion of the company's management
Conditions: Documentation supporting emergency situations is necessary for the claim
Weather-Related Cancellations
Our Weather Guarantee
Your safety reigns supreme. Should unsafe weather conditions arise as determined by our certified captain, we present flexible options:
- Full Refund: Offered if rescheduling proves to be unachievable
- Reschedule: We will shift your booking to an alternate available slot with no extra fee
- Charter Credit: A credit will be provided, valid for one year from the initial date of the charter
Weather Assessment Process
We conduct a thorough assessment of the weather that includes:
- Evaluating wind speed and its direction
- Monitoring wave height and ocean state
- Checking visibility and forecast for precipitation
- Adhering to Coast Guard advisories and alerts
- Heeding the professional captain's safety evaluation
Decision Timeline: We make decisions concerning weather cancellation not later than 4 hours preceding the time of departure.
Medical Emergency Refunds
Emergency Circumstances
Medical emergencies are unforeseen, hence we cater for special consideration under these scenarios:
- Unexpected health issues or injuries that necessitate hospitalization
- Passing away of family members
- Requirement for military service or emergency summons
- Being called up for jury service or receiving a court order
- Natural disasters interfering with travel
Documentation Requirements
For processing requests due to emergencies, we would need:
- A medical statement or paperwork from a hospital
- A death certificate, where relevant
- Documented official military directives
- A legal injunction or notice for jury duty
- Emergency announcements or advisories concerning travel
Processing: We endeavor to process emergency-related refunds within 3-5 working days once we receive all the necessary papers.
Operational Cancellations
Mechanical Issues
If technical problems with the assigned vessel arise that cannot be resolved timely:
- Replacement Vessel: We'll seek to procure another yacht of similar standing
- Full Refund: Provided when an adequate replacement is unattainable
- Partial Refund: Offered when the alternate yacht has different pricing terms
- Compensation: We may extend supplementary compensation for the inconvenience
Crew Unavailability
In the unlikely event that our certified crew is not available:
- We'll attempt to secure alternate crew members whenever possible
- A full refund will be given if the yacht rental cannot happen as a result
- Reschedule the service with no additional costs
Refund Processing
Payment Method
We execute refunds back to the initial method of payment:
- Credit Cards: Approximately 5-7 working days
- Bank Transfers: Typically 7-10 working days
- Cash/Cheque: Generally 3-5 working days
Processing Fees
Credit Card Handling
A €50 charge for cancellations done over 72 hours before the charter
Handling for Bank Transfers
A €25 charge applies to all refunds via bank transfers
International Handling
Additional charges might be applicable for transactions across international borders
Charter Credits
Situations When Credits Might Be Issued
Credits as an alternative to refunds may be provided in certain contexts:
- Cancellations that happen late (within 24 hours of the charter)
- If weather conditions lead to cancellation
- When there's a voluntary request to reschedule
- Any disruptions pertaining to operational aspects
Terms Attached to Credits
- Validity: Credits are valid for a year following issuance
- Transferability: These are not transferable to another party
- Value: The credit includes the full value of the charter without deduction of service charges
- Applicability: Credits can be used on available charter slots
- Expiration: Extensions beyond 12 months are not permitted
Partial Service Refunds
Disruptions During the Service
If your yacht hire experience is interrupted or shortened due to reasons we can oversee:
- A refund adjusted based on the period not used
- An offer of credit for a future hire similar in value
- Complimentary benefits or superior options might be given
Guest-Induced Interruptions
In case a rental is concluded ahead of time due to the actions of guests or for safety concerns:
- No repayment for the time not utilized
- The full price remains payable
- Excess fees could be imposed
Dispute Resolution
In situations where you are discontent with the outcome of a refund, these steps can be taken:
- Apply for revision by our executive team
- Put forward any additional proofs or documents
- Approach consumer protection entities for arbitration
- Legal action may be taken as per the laws in force
Procedure for Refund Requests
Step 1: Reach Out
Reach out with your demand for a refund through:
- Email: [email protected]
- Phone: +49 40 9999 8888
- Directly at our office at the marina
Step 2: Submit Details
Your refund request should include:
- The reference number for your reservation
- Date and time of the charter
- Why you're cancelling
- Supporting papers, where needed
- Your chosen method for the repayment
Step 3: Review and Processing
Our staff will acknowledge your application within a day, consider it in line with our policy, provide a verdict in two days, and if approved, process the refund within the specified time frames.
Key Points
- Refund applications must go in writing
- Refunds are given in €, regardless of the currency used for payment initially
- It is highly advised to opt for travel insurance
- This policy may change, with a 30-day notification period
- Refunds are subject to the relevant taxes and legal compliances
Contacting Us
If you have inquiries regarding refunds or wish to submit one:
Refunds Department
SandyCovePoint Marine Services Ltd.
Marina Point
Hamburg 20457
Germany
Phone: +49 40 9999 8888
Email: [email protected]
Operating Hours: Monday–Friday, 9:00 AM – 5:00 PM