Refund Policy
Transparent and equitable refund conditions for your confidence
Overview
At CollectivePlaza, we recognize that situations may change, so we are committed to providing clear and honest refund policies. This document describes the circumstances in which refunds are granted for our yacht charter services.
Please examine this policy thoroughly before confirming a reservation. By reserving a charter with CollectivePlaza, you are consensually abiding by these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding transaction fees
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Must be submitted in written form through email or telephone
24-72 Hours Before Charter
Eligible for: Half of the entire charter cost
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund amount
Conditions: A justified reason is required; management fees applicable
Less than 24 Hours Before Charter
Eligible for: No reimbursement possible
Exception: Consideration may be given to emergency situations
Alternative: A charter voucher may be issued at the decision of management
Conditions: Proof required for claims regarding emergencies
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our priority number one. In case our trained captain determines the weather conditions as unsafe for charter operations, we offer accommodating choices:
- Full Refund: Provided if changing the schedule is unfeasible
- Reschedule: Alter your charter to another available date sans any extra cost
- Charter Credit: Issue a voucher valid for one year from the original charter date
Weather Assessment Process
Our process for weather evaluation comprises:
- Analysis of wind speed and direction
- Estimation of wave height and sea conditions
- Visibility and precipitation projections
- Notices and advisories from the Coast Guard
- Assessment of safety by our professional captain
Decision Timeline: Decisions on weather-caused cancellations are made at a minimum of 4 hours prior to the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We are sympathetic to the fact that medical crises can happen. The following instances might be eligible for unique consideration:
- Sudden medical condition or injury necessitating hospital stay
- Demise within the immediate family
- Call of duty for military service or urgent recall
- Summons for jury duty or legal subpoena
- Natural catastrophes impacting travel
Documentation Requirements
For handling emergency reimbursement requests, kindly provide:
- Medical verification or documentation from the hospital
- Death notice (if pertinent)
- Formal military directives
- Official summons or notification for jury duty
- Advisories on travel or statements of emergency
Processing: Emergency-related refunds are processed within 3-5 business days after we receive appropriate proof.
Operational Cancellations
Mechanical Issues
If the vessel designated to you undergoes mechanical failures that are irreparable:
- Alternative Vessel: We will try to offer a vessel of similar specifications
- Full Refund: In the event that we cannot provide a suitable substitute
- Partial Refund: If the replacement vessel presents dissimilar pricing
- Compensation: Additional remuneration may be proposed for inconveniences
Crew Unavailability
In the uncommon scenario where certified crew members are not available:
- A replacement crew will be sourced if feasible
- Entire refund if the charter is unable to go ahead
- Option to reschedule with no extra charge
Refund Processing
Payment Method
Refunds are executed using the same method as the original payment:
- 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 done over 72 hours before
Bank Transfer Processing
€25 charge for all bank transfer refunds
International Processing
Additional fees may be applied to international transactions
Charter Credits
When Credits Are Offered
In certain situations, charter credits might be provided as an option to reimbursements:
- Last-minute cancellations (less than 24 hours prior)
- Charters canceled due to weather
- Volunteer requests to change the schedule
- Disturbances related to operations
Credit Terms
- Validity: Effective for 12 months following the issue date
- Transferability: Not exchangeable to other individuals
- Value: The whole value of the charter (sans processing charges)
- Usage: Applicable for any upcoming charters that are free
- Expiration: No extensions past 12 months
Partial Service Refunds
Service Interruptions
In the event that your charter is cut short or disturbed by factors under our purview:
- Amount refundable will be proportional to the unused period
- A voucher for an equivalent future charter
- Gratuitous services or privileges
Guest-Related Interruptions
Should a charter conclude ahead of schedule due to guests' actions or violations of safety:
- No reimbursement for the remaining time
- Full fee is required
- Possible additional charges
Dispute Resolution
If you feel dissatisfied with a decision on a refund, you have the option to:
- Seek a reassessment from our management
- Submit further documents or proof
- Look for resolution via consumer advocacy groups
- Engage in legal actions as allowed by the relevant laws
How to Request a Refund
Step 1: Contact Us
Send your request for a refund through:
- Email: [email protected]
- Phone: +49 40 1234567
- Direct visit to our waterfront office
Step 2: Provide Information
Your request should contain the following details:
- Confirmation code for the booking
- The date and time scheduled for the charter
- The basis for canceling
- Any pertinent supporting documents (if applicable)
- Your preferred mode for the refund
Step 3: Review and Processing
We will acknowledge receipt of your request within a day, examine it against our policy, and communicate a decision within two days, processing any approved refunds in the times specified.
Important Notes
- Refund applications must be submitted in a written form
- Reimbursements are handled in €, irrespective of the currency used at the time of payment
- Purchasing travel insurance is highly recommended
- This document may undergo modifications with a prior notice of 30 days
- Refunds will be subject to the governing taxes and legalities
Contact Information
For inquiries regarding refunds or to lodge a refund appeal:
Refund Department
CollectivePlaza Marine Services Ltd.
Marina Point
Hamburg 20457
Germany
Phone: +49 40 1234567
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM