Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At OakRiverStudio, we recognize that plans may change, so we're committed to offering clear and straightforward refund conditions. This document sets forth the criteria under which refunds can be given for our yacht chartering services.
Ensure you carefully review this document before confirming a booking. By reserving a yacht with OakRiverStudio, you are consenting to this refund policy.
Standard Cancellation and Refund Schedule
More than 72 Hours Prior to Charter
Qualifies for: Full reimbursement minus service fees
Processing Duration: 5-7 working days
Service Charge: €50 for credit card transactions
Requirements: Must be submitted in writing, either through email or by calling
24-72 Hours Before Charter
Qualifies for: Half of the total charter cost
Processing Duration: 7-10 working days
Service Charge: €25 will be taken from the refund amount
Requirements: A legitimate justification is needed, and there are administrative fees involved
Less than 24 Hours Before Charter
Qualifies for: No reimbursement options available
Exception: Cases of emergency may be considered
Alternative: A charter credit might be extended at the discretion of our management
Requirements: Emergency situations must be substantiated with proper documents
Weather-Related Cancellations
Our Weather Guarantee
Your safety remains our utmost concern. If our captain, who is certified, considers weather conditions to be too hazardous for charter operations, we have adaptable solutions:
- Complete Refund: Issued if it's not feasible to reschedule
- Reschedule: We allow you to change your charter to another suitable date without incurring extra costs
- Charter Credit: Issued credit valid for 12 months from the initial charter date
Weather Assessment Process
We take into consideration the following during our weather evaluation:
- Analysis of wind direction and velocity
- Examination of sea conditions and wave height
- Visibility and forecast of rainfall
- Maritime advisories and warnings
- Risk evaluation by our professional captain
Decision Timing: Decisions regarding weather cancellations are made at least 4 hours in advance of the scheduled departure.
Medical Emergency Refunds
Special Consideration Circumstances
Medical emergencies are unforeseen events that we sympathize with. The following are instances that may warrant special refund consideration:
- An unexpected illness or injury that necessitates hospital care
- A death in the immediate family
- Military assignment or urgent recall
- Compulsory court attendance or jury duty
- Disasters that impact travel arrangements
Documentation Required
For attending to emergency refund cases, please submit the following documents:
- Medical certificate or documentation from the hospital
- Death certificate, relevant where applicable
- Official military dispatch
- Legal summons or notice for jury duty
- Authority-issued travel bulletins or emergency announcements
Refund Processing: Refunds for emergencies are handled within 3-5 business days once the necessary documentation is received.
Operational Cancellations
Equipment Failures
If the vessel assigned to you encounters mechanical failures that can't be swiftly resolved:
- Alternate Vessel: An effort will be made to propose an equivalent alternative
- Full Refund: Offered if a suitable replacement isn't available
- Partial Refund: Provided if the alternative vessel is differently priced
- Extra Compensation: We may offer additional reimbursements for the inconvenience caused
Crew Unavailability
In the uncommon event that a certified crew member is unavailable:
- An alternative crew may be provided if feasible
- Full refund if the charter must be called off
- Option to reschedule at no additional charge
Refund Processing
Refund Method
Refunds are executed using the original payment method that was used for the reservation:
- Credit Cards: Anticipate 5-7 business days
- Bank Transfers: Processing takes 7-10 business days
- Cash/Check: Settled within 3-5 business days
Processing Fees
Credit Card Expenses
A €50 fee applies to cancellations made more than 72 hours in advance
Bank Transfer Costs
A fee of €25 is applied to all refunds via bank transfer
International Transactions
Additional fees may be incurred for international transfers
Charter Credits
Issuance of Credits
In certain scenarios, charter credits might be extended as an option instead of refunds:
- Cancellations with less than 24-hour notice
- Cancellations due to weather conditions
- Voluntary changes prompted by clients
- Unplanned operational changes
Credit Specifications
- Life Span: Credits remain valid for up to one year following their issuance
- Transferability: Credits are non-transferable to other individuals
- Monetary Value: Equates to the full value of the charter without incurring processing costs
- Application: Applicable towards any available future charters
- Validity: An extension beyond the one-year period is not possible
Partial Service Refunds
Interruptions During Service
If your yacht package is cut short or is disrupted due to our oversight:
- Prorata refund dependent on the unused portion of the charter
- Voucher for an identical future service
- Services on the house or supplementary privileges
Interrupted Service due to Guest Related Issues
If a charter must wrap up ahead of schedule on account of guest misconduct or violation of safety standards:
- No payback for the undelivered service duration
- Fulfillment of the entire amount remains compulsory
- Additional compensations might be imposed
Conflict Resolution
Should you object to a decision on refunds, you are afforded the opportunity to:
- Seek a reevaluation from our management personnel
- Submit supplementary proof or documents
- Contact consumer protection bodies for mediating the resolution
- Explore any lawful remedies as provided by prevailing law
Initiating a Refund Claim
Step 1: Connecting with Us
For refund requests, please reach out through:
- Email: [email protected]
- Phone: +49 40 1234 5678
- Direct discussion at our coastal service center
Step 2: Information Submission
Required details for your refund petition:
- Verification code from your reservation
- Intended dates and times of the charter
- Main cause for canceling
- Any applicable supporting documents
- Your preferred method of reimbursement
Step 3: Assessment and Execution
Post acknowledgement of your petition within a day, our team will scrutinize it in light of our policy, declare a verdict within two days, and attend to approved reimbursements as per the stated processing periods.
Crucial Considerations
- All refund appeals must be presented in written format
- Reimbursements are issued in € irrespective of the initial payment currency utilised
- Acquiring travel insurance is highly suggested
- This refund protocol is amenable to alteration with a forewarning of 30 days
- Refunds are subject to relevant tax laws and regulations
Getting in Touch
For queries about refunds or to submit a request for one:
Refunds Department
OakRiverStudio Marine Services Ltd.
Marina Point
Hamburg 20459
Germany
Phone: +49 40 1234 5678
Email: [email protected]
Operational Hours: Monday through Friday, from 9:00 AM to 5:00 PM