Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At SteadyStoneCenter, we recognize that situations can change, hence we are committed to offering clear and honorable refund policies. This document details the circumstances in which refunds can be given for our yacht charter services.
Before confirming a booking, please examine this policy thoroughly. By securing a charter with SteadyStoneCenter, you consent to adhere to these terms of refund.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete reimbursement except for processing expenses
Processing Time: 5-7 working days
Processing Fee: €50 for credit card operations
Conditions: Must be submitted in textual form via email or telephone
24-72 Hours Before Charter
Eligible for: Half the total cost of the charter
Processing Time: 7-10 working days
Processing Fee: €25 subtracted from the reimbursement
Conditions: Valid justification needed; administrative charges are incurred
Less than 24 Hours Before Charter
Eligible for: No reimbursement offered
Exception: Consideration for emergency situations may be possible
Alternative: Credit for charter could be provided at the discretion of management
Conditions: Proof required for claims of emergency
Weather-Related Cancellations
Our Weather Guarantee
Your safety comes first. If the captain who is certified deems the weather unfit for sailing, we present the following alternatives:
- Full Refund: Given when rescheduling is unfeasible
- Reschedule: Shift your booking to a subsequent available slot without extra charges
- Charter Credit: Attain a credit valid for one year from the initial booking date
Weather Assessment Process
Our analysis of weather includes:
- Evaluating wind velocity and orientation
- Surveying sea conditions and wave stature
- Forecasting visibility and potential precipitation
- Monitoring Coast Guard advisories and alerts
- Judgement on safety by a professional captain
Decision Timeline: Determinations on weather-based cancellations are made no more than 4 hours prior to the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We empathize with the possibility of a medical crisis. Events that may be eligible for special refund considerations include:
- Sudden medical conditions or injuries necessitating hospital care
- Death within the close family circle
- Unanticipated military assignments or recall
- Summons for jury duty or legal subpoenas
- Extreme weather or disasters impacting travel plans
Documentation Requirements
For processing emergency refunds, please provide:
- Confirmation from a medical institution or certificate
- Death notice (where relevant)
- Formal military deployment documentation
- Court orders or notifications regarding jury duty
- Emergency proclamations or statements affecting travel
Processing: Requests for emergency refunds are handled within 3-5 working days after receiving suitable proof.
Operational Cancellations
Mechanical Failures
Should the vessel designated to you suffer mechanical failures that can't be corrected:
- Substitute Vessel: We shall try to arrange a comparable replacement
- Complete Refund: Granted if no similar replacement is accessible
- Partial Refund: Provided if the alternative vessel is differently priced
- Compensation: We may offer extra recompense for the inconvenience
Lack of Crew Availability
In the unexpected event that a certified crew is not available:
- A substitute crew will be arranged when feasible
- Complete refund if the charter cannot proceed
- Rescheduling without extra costs
Refund Processing
Repayment Method
Reimbursements are conducted via the same payment method initially employed for reservation:
- 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 gets applied for cancellations made more than 72 hours beforehand
Bank Transfer Processing
Every bank transfer refund incurs a €25 fee
International Transactions
Extra charges could apply for reimbursements across international borders
Charter Credits
Conditions for Credit Offering
In specific scenarios, charter credits may be offered as an alternative to reimbursements:
- For late notice cancellations (under 24 hours)
- If weather leads to charter cancellations
- Upon requests for voluntary rescheduling
- Due to interruptions in operation
Credit Specifications
- Validity Period: 12 months from the issuance date
- Non-transferable: Credits cannot be transferred to others
- Amount: Equivalent to the total value of the charter without deductions for processing
- Applicability: Credits can be used for any future charters that are available
- Expiry: Credits lapse after 12 months without option for extension
Partial Service Reimbursements
Service Disruptions
Should your sea journey experience interruptions or reductions for reasons within our control:
- A refund proportionate to the unused portion
- Credit equivalent for future use
- Gratuitous services or upgrades may be proposed
Guest-Related Disruptions
If a sea journey ends prematurely due to the conduct of guests or breaches of safety protocols:
- No reimbursement for the time not utilized
- Full payment will be required
- Potential additional fees could be incurred
Dispute Resolution
In case of disagreement over a refund verdict, you may:
- Ask for a reassessment by our managerial team
- Submit further proof or documentation
- Appeal to consumer protection bodies
- Seek legal solutions as permitted by law
Procedure to Request a Refund
Step 1: Reach Out
To initiate a refund, get in touch via:
- Email: [email protected]
- Phone: +34 932 21 74 74
- Direct visit to our marina premises
Step 2: Supply Details
Ensure your request includes:
- Confirmation code for the booking
- Scheduled date and time for the charter
- Motive for cancellation
- Applicable documentation (when necessary)
- Desired method for refund
Step 3: Review and Action
Our personnel will acknowledge the receipt within a day, assess it based on our policy, render a decision within two days, and address any acceptable refunds within the prescribed periods.
Essential Reminders
- All applications for refunds should be conveyed in written form
- Repayments are processed in € irrespective of the original payment's currency
- Acquiring travel insurance is highly recommended
- Changes to this policy may happen given a month's notice
- Refund procedures are adherent to pertinent taxes and regulations
Contact Info
For inquires regarding refunds or to present a request for a refund:
Refund Division
SteadyStoneCenter Nautical Services Ltd.
Port Vell Marina
Barcelona 08039
Spain
Phone: +34 932 21 74 74
Email: [email protected]
Operating Days: Monday–Friday, 9:00 AM – 5:00 PM