Refund Policy
Transparent and equitable reimbursement terms for your confidence
Overview
At CreativeSolutionsGroup, we are aware that situations can change, prompting us to extend transparent and just refund practices. This document delineates the circumstances where refunds for yacht charter services are permitted.
Kindly review this policy thoroughly prior to booking. By reserving a charter with CreativeSolutionsGroup, you are consenting to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete reimbursement excluding handling charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card dealings
Conditions: Request must be made in writing either by email or phone
24-72 Hours Before Charter
Eligible for: Half the total charter cost
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the reimbursement
Conditions: A valid cause is required; administrative fees apply
Less than 24 Hours Before Charter
Eligible for: No reimbursement offered
Exception: Urgent situations may be taken into consideration
Alternative: Charter credit might be provided at the discretion of management
Conditions: Evidence required for emergency situations
Weather-Related Cancellations
Our Weather Guarantee
We prioritize safety above all else. If the charter cannot proceed due to unsafe weather conditions as determined by our licensed captain, we offer several flexible alternatives:
- Full Refund: A full reimbursement if rescheduling is not feasible
- Reschedule: Transfer your charter to a later available slot without extra charges
- Charter Credit: Obtain a voucher valid for one year from the initial charter date
Weather Assessment Process
How we determine weather suitability:
- Evaluating wind velocity and bearing
- Surveying wave stature and oceanic conditions
- Forecasting visibility and precipitation
- Heeding advisories and alerts from the Coast Guard
- The professional captain's verdict on safety
Decision Timeline: Judgements regarding weather cancellations are made at least 4 hours prior to the scheduled departure.
Medical Emergency Refunds
Emergency Circumstances
We recognize that medical crises can arise. The incidents listed below may be eligible for exceptional consideration:
- Sudden medical conditions or injuries necessitating hospitalization
- Demise within the immediate family
- Mandatory military duty or sudden recall
- Compulsory jury service or legal subpoena
- Natural disasters influencing travel
Documentation Requirements
For handling emergency refund solicitations, please provide:
- Medical affirmation or hospital records
- Obituary notification (if relevant)
- Formal military directives
- Legal summons or jury notification
- Announcements of travel advisories or state of emergency
Processing: Emergency reimbursements are managed within 3-5 business days after receiving the necessary documentation.
Operational Cancellations
Mechanical Issues
If the allocated vessel encounters mechanical difficulties that can't be rectified:
- Alternative Vessel: An effort to provide a similar replacement will be made
- Full Refund: If a suitable replacement cannot be arranged
- Partial Refund: If the substituting vessel has a different rate
- Compensation: Additional recompense might be offered for the inconvenience caused
Crew Unavailability
In the uncommon event that certified crew members are unavailable:
- Substitute crew will be procured if attainable
- Complete reimbursement if the charter cannot go ahead
- Option to reschedule without extra charges
Refund Processing
Payment Method
All reimbursements are conducted via the initial payment method utilized for the 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 charge for cancellations more than 72 hours beforehand
Bank Transfer Processing
€25 fee for all bank transfer reimbursements
International Processing
Supplementary fees may be applicable for cross-border transactions
Charter Credits
When Credits Are Offered
Charter credits might be presented as an option instead of reimbursements under certain conditions:
- Cancellations made at short notice (within 24 hours of the charter time)
- Weather-related cancellation instances
- Voluntary requests to reschedule
- Unexpected operational disruptions
Credit Terms
- Validity: 12 months from the issue date
- Transferability: Non-assignable to third parties
- Value: Equivalent to the full cost of the charter (excludes processing charges)
- Usage: Applicable to any scheduled charter service
- Expiration: Non-extendable past the 12-month limit
Partial Service Refunds
Service Interruptions
If your scheduled charter faces interruptions or is curtailed due to our operational decisions:
- Proportional reimbursement based on time not utilized
- Offer for a subsequent charter of equivalent value
- Complimentary services or enhancements
Guest-Related Interruptions
If early termination of the charter occurs owing to guest misconduct or breaches of safety regulations:
- No reimbursement for the portion not used
- Full charges still apply
- Potential additional costs
Dispute Resolution
In the event of a disagreement with a refund determination, you are entitled to:
- Submit a request for reconsideration by our leadership team
- Supply supplementary evidence or documentation
- Seek assistance through consumer protection entities
- Explore legal avenues under prevailing legislation
How to Request a Refund
Step 1: Contact Us
Initiate your refund petition via:
- Email: [email protected]
- Phone: +49 40 1234 5678
- In person at our marina office
Step 2: Provide Information
For your appeal, please include:
- Confirmation number for the reservation
- Date and time of the charter
- Justification for the withdrawal
- Any pertinent documentation (if needed)
- Your chosen method for returning funds
Step 3: Review and Processing
We will respond to your request within a day, evaluate it against our policy, render a determination within two days, and proceed with endorsed refunds within the periods listed above.
Important Notes
- Claims for reimbursement must be recorded in writing
- All refunds are conducted in €, irrespective of the currency used initially for payment
- We highly advocate obtaining travel insurance
- Our policy is subject to amendments, given 30 days' advance notice
- Refunds are subordinate to adherence to pertinent taxes and regulations
Contact Information
For inquiries regarding refunds or to commence a refund request:
Refunds Department
CreativeSolutionsGroup Marine Services Ltd.
Marina Point
Hamburg 20459
Germany
Phone: +49 40 1234 5678
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM