Refund Policy

Transparent and equitable refund terms for your confidence

Overview

At PaperLanternPond, we recognize that plans can change, and we are committed to having straightforward and clear refund policies. This document details the specific conditions when refunds might be issued for our yacht charter services.

Please ensure that you peruse this policy meticulously prior to booking. By making a reservation for a charter with PaperLanternPond, you are affirming your acceptance of these refund conditions.

Typical Cancellation and Refund Timetable

Over 72 Hours Prior to Charter

100% Refund

Eligible for: Complete reimbursement minus service fees

Refund Processing: Between 5-7 working days

Transaction Fee: €50 for credit card payments

Requirements: Cancellation must be submitted via written communication either by email or telephone call

Between 24 and 72 Hours Prior to Charter

50% Refund

Eligible for: Half the total cost of the charter

Refund Processing: Approximately 7-10 working days

Transaction Fee: €25 will be subtracted from the repayment

Requirements: Legitimate cancellation reason necessary; administrative charges will apply

Less Than 24 Hours Before Charter

No Refund

Eligible for: No repayment accessible

Exception: Emergency situations might be considered

Alternative: Management may opt to provide a credit for charter services

Requirements: Proof required for emergency cases

Cancellations Due to Weather Conditions

Our Commitment to Safety

Your safety is our highest concern. In the event that weather phenomena are judged to be hazardous by our skilled captain and not suitable for charter activities, we present flexible alternatives:

  • Complete Refund: If rebooking is unfeasible, a full refund will be given
  • Reschedule: Change your charter to an upcoming available date at zero extra cost
  • Charter Credit: Obtain a voucher valid for one full year from the initial charter date

Weather Evaluation Procedure

Our weather evaluation process includes:

  • Analyzing wind patterns and intensities
  • Assessing sea state and swell measurements
  • Forecasting visibility and precipitation
  • Monitoring Coast Guard notifications and cautions
  • Professional captain's assessment for operational safety

Timing for Decision: Decisions are made regarding weather-related cancellations at minimum 4 hours before the planned departure time.

Refunds Due to Medical Emergencies

Exceptional Situations

We are aware that unexpected medical situations can arise. The following list details circumstances that might qualify for exceptional consideration:

  • Unforeseen illness or injury that requires hospital care
  • Loss of a family member
  • Immediate deployment orders for military personnel
  • Mandatory jury service or legal summoning
  • Natural incidents impeding travel

Verification Necessary

For processing requests due to emergencies, please make available:

  • Evidence from a medical practitioner or hospital
  • Coroner's report (if relevant)
  • Military assignment documentation
  • Advisories related to travel or declarations of emergency status

Process: Emergency related reimbursements are processed within a timeframe of 3-5 business days upon provision of the pertinent documentation.

Cancellations Due to Operational Reasons

Vessel Malfunctions

In the event your chosen yacht encounters irreparable mechanical issues:

  • Replacement Vessel: Efforts will be made to arrange a similar category vessel
  • Complete Refund: Provided when an equivalent vessel is not available
  • Partial Repayment: Offered in instances where a different vessel carries disparate rates
  • Recompense: Additional compensation may be furnished to offset inconvenience

Unavailability of Crew

On rare occasions when an accredited crew member is not available:

  • Replacement personnel will be sought if possible
  • Full reimbursement if the charter cannot proceed
  • Offer to reschedule without additional fees

Refund Processing

Methods of Repayment

Reimbursements are issued back to the initial form of payment:

  • Credit Cards: Takes about 5-7 business days
  • Wire Transfers: Typically 7-10 business days
  • Cash or Check: Processed within 3-5 business days

Service Fees

Credit Card Transactions

A €50 charge for cancellations with more than 72-hour notice

Processing for Bank Transfers

A €25 charge is applied to all bank transfer repayments

Handling International Transactions

There could be additional fees for international financial dealings

Provision of Charter Credits

Circumstances for Credit Issuance

In certain situations, instead of a refund, a credit for charter use may be given:

  • Cancellations made shortly before the scheduled time (less than 24 hours)
  • Cancellations due to extreme weather conditions
  • Voluntary requests to reschedule
  • Unpredictable service disruptions

Credit Conditions

  • Valid Period: 12 months from the date of issuance
  • Transferability: Cannot be passed on to others
  • Value: Corresponds to the full value of the charter without any service charges
  • Use: Applicable towards any upcoming available charter service
  • Expiry: No prolongation beyond the 12-month period is allowed

Refunds for Incomplete Services

Disruptions in Service

If your charter is compromised or cut short due to issues within our remit:

  • Refund amount reflects the portion of the service not utilized
  • Credit equivalent to the value of remaining service for a future charter
  • Complimentary extra services or grade enhancements

Guest-Caused Disturbances

If a charter needs to be ended early due to behavior by guests or violations of safety protocols:

  • No repayment for the portion left unused
  • Entire payment is still expected
  • Possible additional costs

Resolving Disputes

If there is disagreement regarding a refund outcome, options include:

  • Petition for reassessment by our administrative unit
  • Submission of further documentation or proof
  • Looking for a resolution through consumer advocacy entities
  • Consideration of legal channels in accordance with relevant laws

Procedure to Apply for a Refund

Step 1: Reaching Out

To start a refund application, please contact us via:

Step 2: Detailing Your Request

Your request should include specific information such as:

  • Confirmation code for the booking
  • Date and timing of the charter
  • Cancellation justification
  • Any pertinent backup documents (if necessary)
  • Your choice for reimbursement method

Step 3: Review and Completion

Our team will provide acknowledgment of your request within a day, assess it according to our policy, render a ruling within two days, and action any approved refunds as per our stated procedures and timelines.

Essential Information

  • All applications for refunds must be conveyed in writing
  • Reimbursements are issued in €, irrespective of the original payment currency
  • We strongly advocate purchasing travel insurance
  • Notice of policy alterations will be given 30 days in advance
  • Refunds are subjected to prevailing tax laws and regulations

Contact Details

For queries about refunds or to request a repayment:

Refunds Division
PaperLanternPond Nautical Services Ltd.
Marina Point
Hamburg 20457
Germany

Phone: +49 40 1234 5678
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Reviewed: August 23, 2027

Our refund guidelines have been crafted to be equitable and forthright. We urge you to familiarize yourself thoroughly with these stipulations ahead of securing a booking, and please reach out if there are any inquiries.