Refund Policy
Transparent and equitable refund terms for your comfort
Overview
At SteadyHavenCommons, we recognize that situations can fluctuate, and we aim to offer transparent and equitable refund conditions. This document details the criteria under which refunds are provided for our yacht rental services.
Please examine this document thoroughly before finalizing a reservation. When you book a charter with SteadyHavenCommons, you consent to and accept these refund provisions.
Standard Cancellation and Refund Timetable
More than 72 Hours Prior to Charter
Entitled to: Entire refund excluding processing charges
Time for Processing: 5-7 business days
Service Fee: €50 for credit card operations
Prerequisites: Must be submitted in writing via email or contact number
24-72 Hours Before Charter
Entitled to: Half of the total charter expense
Time for Processing: 7-10 business days
Service Fee: €25 subtracted from the refund
Prerequisites: A valid explanation is required; administrative costs involved
Less than 24 Hours Prior to Charter
Entitled to: No refund is provided
Exemption: Emergency scenarios may be taken into account
Alternative: Charter credit might be given at our discretion
Prerequisites: Required documentation for emergency appeals
Weather-Related Cancellation Policy
Our Commitment to Safe Weather Conditions
Your safety is of utmost importance. If the weather is deemed hazardous for sailing by our qualified captain, we present flexible alternatives:
- Total Refund: 100% refund if rescheduling isn't feasible
- Adjust Schedule: Transfer your charter to an upcoming date with no extra fees
- Charter Credit: Obtain a credit applicable for 12 months from the original charter date
Procedure of Weather Assessment
Our assessment of the weather encompasses:
- Evaluation of wind speeds and patterns
- Assessment of wave magnitudes and ocean conditions
- Forecasts of visibility levels and precipitations
- Notifications and cautions from the Coast Guard
- A professional captain's assessment of navigational safety
Time-Frame for Decision: Determinations on weather cancellations are made no later than 4 hours ahead of the scheduled departure.
Refunds in Medical Emergencies
Situations of Urgency
We acknowledge that medical urgencies can emerge. Special accommodations may be considered for the following instances:
- Sudden medical conditions or traumas necessitating hospital admission
- A family member's passing
- Urgent military requisition or recall
- Legal obligations like jury service or court orders
- Catastrophic events impacting travel schedules
Requirements for Documentation
For the processing of urgent refund claims, please supply:
- Medical certification or hospital records
- Certificate of death, if it applies
- Military orders if officially issued
- Legal summons or notification of jury duty
- Travel bulletins or declarations of emergencies
Processing: Refunds due to emergencies are managed within 3-5 business days after the requisite documentation is received.
Refunds Due to Operational Cancels
Technical Problems
In the event that your allocated boat encounters irreparable technical issues:
- Substitute Vessel: We will endeavor to provide an equivalent alternative
- Total Refund: If we are unable to find a suitable substitute
- Partial Refund: If the replacement vessel is differently priced
- Recompense: Additional compensation might be offered for the inconvenience
Unavailability of Staff
In the infrequent event that a qualified crew member is not obtainable:
- An alternative crew member will be arranged if possible
- Full refund if the charter cannot go ahead
- Opportunity to reschedule without incurring extra costs
Procedures for Refund Issuance
Methods of Reimbursement
Reimbursals are issued via the same method of payment initially used for the reservation:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Fees for Processing
Credit Card Handling
€50 charge for annulments more than 72 hours before the charter
Bank Transfer Handling
€25 charge for all bank transfer reimbursals
International Transactions
Extra charges may apply for transactions across borders
Credit for Charters
Scenarios for Credit Issuance
Credits for charters may be provided as an alternative to reimbursals under certain situations:
- Late annulments (under 24 hours)
- Cancellations due to weather
- Voluntary requests to reschedule
- Operational interruptions
Conditions for Credits
- Validity: 12 months from the date of issuance
- Transferability: Not transferable to alternate individuals
- Value: Equivalent to the complete charter worth (without handling fees)
- Application: May be used for any future charters that are available
- Expiration: No prolongation beyond 12 months
Compensation for Partial Charter Usage
Interruptions in Service
If your charter experience is interrupted or curtailed due to issues we can control:
- A prorated reimbursement based on non-utilized duration
- A voucher for an upcoming charter of identical value
- Complementary services or superior options
Disruptions Caused by Guests
If a charter is ended early due to the conduct of the guests or violation of safety measures:
- No reimbursement for the period not used
- The total amount remains payable
- Potential extra fees
Settling Disputes
In the event you dispute a decision regarding a refund, you have the option to:
- Request a re-evaluation from our management division
- Submit extra documents or evidence
- Seek adjudication via consumer protection organizations
- Pursue legal options as provided by pertinent legislation
How to Submit a Refund Claim
Step 1: Reach Out
Submit your refund application through:
- Email: [email protected]
- Phone: +377 93 10 63 00
- Directly at our waterfront office
Step 2: Offer Details
Enclose the following details in your submission:
- Confirmation code for your booking
- Date and hour of your charter
- Cause for the annulment
- Supporting documentation if applicable
- Choice of refund delivery
Step 3: Evaluation and Processing
Our team will acknowledge your application within 24 hours, contrast it with this policy, offer a decision within 48 hours, and carry out sanctioned reimbursements in the times outlined.
Crucial Details
- All requests for repayment must be made in written form
- Repayments are executed in € regardless of the payment currency originally used
- Acquiring travel protection is highly encouraged
- This document could change with a 30 days notice period
- Repayments are subject to prevailing taxes and legal provisions
Contact Details
For inquiries regarding repayments or to advance a refund request:
Refunds Division
SteadyHavenCommons Marine Services Ltd.
Port de Fontvieille
Monaco 98000
Monaco
Phone: +377 93 10 63 00
Email: [email protected]
Operation Hours: Monday–Friday, 9:00 AM – 5:00 PM