Refund Policy
Transparent and equitable reimbursement practices for your assurance
Overview
At SilentGroveWay, we recognize that plans can change and we are committed to offering transparent and fair guidelines for refunds. This document details the conditions that qualify for refunding payments for our yacht rental services.
It is important to review this refund policy thoroughly before finalizing your reservation. By reserving a yacht with SilentGroveWay, you agree to be bound by these conditions for reimbursements.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete reimbursement excluding processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Must submit a written request via email or telephone
24-72 Hours Before Charter
Eligible for: Half of the total charter fee
Processing Time: 7-10 business days
Processing Fee: €25 will be taken from the reimbursement amount
Conditions: A legitimate reason is required; additional administrative costs may be incurred
Less than 24 Hours Before Charter
Eligible for: Reimbursement not available
Exception: Consideration for emergency situations may be provided
Alternative: A credit for future charters might be offered at the discretion of the management
Conditions: Proof is required for emergency claims
Weather-Related Cancellations
Our Weather Guarantee
Our paramount concern is safety. If our certified captain believes the weather to be unsafe for sailing, we offer the following flexible options:
- Full Refund: Provided if rescheduling is impractical
- Reschedule: Option to change the booking to a new date without extra charge
- Charter Credit: A voucher valid for one year from the original booking date
Weather Assessment Process
Our evaluation of weather conditions includes:
- Examination of wind speeds and patterns
- Assessment of sea conditions and wave heights
- Visibility and rainfall forecasts
- Maritime advisories and cautions from the Coast Guard
- A safety judgement by a qualified captain
Decision Timeline: Verdicts on weather-related cancellations are made at most 4 hours before the departure time.
Medical Emergency Refunds
Emergency Situations
We are sympathetic to the unexpected nature of medical crises. Circumstances that might be eligible for exceptional consideration include:
- Immediate hospitalization due to sudden ailments or injuries
- Passing of a close family member
- Mandatory military assignments or urgent recalls
- Summonses for jury duty or legal subpoenas
- Natural disasters impacting travel arrangements
Proof Requirements
For the evaluation of medical emergency refunds, you will need to supply:
- Medical statements or hospital records
- Mortality certificates, where relevant
- Formal military orders
- Legal summons or jury notifications
- Official travel warnings or declarations of emergency
Processing: Requests for emergency refunds are handled within 3-5 working days after we receive the necessary documentation.
Operational Cancellations
Technical Problems
In case the designated yacht encounters irreparable mechanical difficulties:
- Alternative Vessel: We will make an effort to provide a similar replacement
- Full Refund: Issued if no comparable yacht is accessible
- Partial Refund: Given if the replacement vessel has a different price scale
- Compensation: Additional recompense may be offered to account for any inconvenience
Unavailability of Crew
If there is an unforeseen absence of certified personnel:
- A replacement crew will be arranged when feasible
- Full reimbursement if the yacht trip is unable to proceed
- Rebooking without extra fees
Refund Processing
Method of Payment
Reimbursements will be returned via the original method used for the reservation:
- Credit Cards: 5-7 working days
- Bank Transfers: 7-10 working days
- Cash/Cheque: 3-5 working days
Administrative Charges
Credit Card Processing
€50 fee for cancellations requested more than 72 hours in advance
Bank Transfer Processing
€25 fee for all reimbursements via bank transfer
International Transactions
Extra fees could be applied for transactions across international borders
Charter Credits
Instances for Credit Issuance
In some cases, we may offer credits instead of a refund, such as:
- Unexpected cancelations (under 24 hours)
- Cancellations due to weather
- Voluntary changes to booking dates
- Disruptions in operations
Terms for Credit
- Validity: Valid for one year from the issuance date
- Transferability: Credits cannot be passed on to others
- Value: Equal to the full cost of the charter, exempt from processing charges
- Application: Usable for any charter available
- Expiry: Credits expire after 12 months with no option to extend
Partial Reimbursements for Services
Service Interruptions
If your yacht experience is disrupted or cut short due to our responsibility:
- A proportionate refund dependent on the unused portion of the experience
- Voucher for a future charter of equivalent value
- Complimentary services or enhancements
Terminations Due to Guest Actions
If a yacht engagement is cut short because of guest misbehavior or noncompliance with safety protocols:
- No refund for the segment of service not used
- Full payment is still required
- Potential extra costs may be incurred
Disagreements Over Refunds
If you wish to contest a refund ruling, you may:
- Seek a second evaluation by our administrative team
- Provide supplementary details or proof
- Consult consumer protection entities
- Engage legal channels in accordance with applicable laws
Procedure to Request Reimbursements
Step 1: Reach Out
Begin the reimbursement request process through:
- Email: [email protected]
- Phone: +39 0789 123456
- Directly at our coastal office
Step 2: Present Details
The following details should be included in your application:
- Confirmation number for the booking
- Date and timing of the charter
- Explanation for cancelling
- Corroborating documentation when applicable
- Desired method for refund
Step 3: Evaluation and Execution
Our representatives will acknowledge your submission within a day, assess it in light of the policy, communicate a verdict within two days, and carry out approved reimbursements within the specified periods.
Vital Reminders
- All requests for refunds must be communicated in writing
- Refunds are managed in € irrespective of the initial payment currency
- We highly recommend obtaining travel insurance
- This policy can be modified with a notification period of 30 days
- Refunds are subject to relevant taxes and legalities
Contacting Us
If you need information regarding refunds or wish to submit a request, please contact:
Refunds Department
SilentGroveWay Marine Services Ltd.
Porto Cervo Marina
Olbia 07021
Italy
Phone: +39 0789 123456
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM