Refund Policy
Transparent and straightforward refund terms for your assurance
Overview
At NorthPineCottage, we recognize that plans may alter, and we are committed to offering clear and honest refund guidelines. This policy sets forth the scenarios under which we may provide refunds for our yacht charter services.
It's important to familiarize yourself with this policy prior to reserving a charter. By making a booking with NorthPineCottage, you accept and consent to the stipulations of these refund terms.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Entitled to: A complete refund excluding service fees
Refund Timeline: 5-7 working days
Service Charge: €50 for card payments
Requirements: Written request required by email or phone
24-72 Hours Before Charter
Entitled to: Half of the total charter fee
Refund Timeline: 7-10 working days
Service Charge: €25 subtracted from the refund amount
Requirements: A valid justification is required; admin costs incurred
Less than 24 Hours Before Charter
Entitled to: No refunds offered
Exception: Events of an emergency nature might be considered
Alternative: Charter credit option offered at discretion of the management
Requirements: Emergency claims require supporting documents
Weather-Related Cancellations
Our Promise for Weather Conditions
Your security is our main concern. In the event that weather conditions are decided to be unsafe for your charter by our qualified skipper, you will be presented with several options:
- Complete Refund: If it's not possible to reschedule, we offer a full refund
- Rescheduling: We allow you to reschedule to the soonest available slot with no extra charge
- Charter Credit: Voucher valid for a year from the originally scheduled charter
Method for Weather Evaluation
Our evaluation for adverse weather includes:
- Assessment of wind velocity and direction
- Measurement of sea condition and wave size
- Visibility and forecast for precipitation
- Maritime advisories and alerts
- Expert captain's assessment of safety
Decision Making for Cancellation: Decisions regarding weather cancellations are made no less than 4 hours prior to the scheduled departure time.
Medical Emergency Refunds
Conditions of Urgency
We comprehend that unexpected medical emergencies can happen. The subsequent conditions may be eligible for special consideration:
- Emergent illness or injury that necessitates hospital admittance
- Loss within the immediate kin
- Compulsory military service or urgent recall
- Legal obligation, such as jury duty or court orders
- Travel impeded by natural catastrophes
Documentation for Emergencies
For requests concerning emergency refunds, please provide:
- Proof of hospital stay or medical certification
- Certificate of death (if relevant)
- Military assignment records
- Legal summons for jury or court
- Government warnings regarding travel or disaster declarations
Refund Process: Requests for emergency refunds are attended to within a 3-5 day timeframe following the submission of all required proofs.
Operational Cancellations
Technical Dilemmas
In case your designated yacht encounters a technical issue that we are unable to promptly address:
- Substitute Vessel: We will attempt to offer a suitable replacement
- Complete Refund: If a comparable replacement is unattainable
- Partial Refund: When the replacement yacht comes with different pricing
- Compensation: Further compensation may be provided to account for the hassle
Unavailability of Crew
On the off chance that our certified crew is not available:
- A different crew will be arranged if possible
- Complete reimbursement in case the charter is unable to continue
- Opportunity to reschedule without additional fees
Refund Processing
Method of Reimbursement
We process all refunds through the original mode of payment:
- Cards: 5-7 business days
- Wire Transfers: 7-10 business days
- Cash/Check: Within 3-5 business days
Charges for Processing
Card Transaction Charges
A fee of €50 for cancellations requested above 72 hours in advance
Fees for Bank Transfers
A €25 charge for every refund through bank transfer
Fees for International Processing
Additional costs may apply to transactions conducted internationally
Charter Credits
Issuance of Charter Credits
In certain instances, instead of a refund, we might provide you with a charter credit:
- Cancellations made shortly before the charter (less than a day ahead)
- Cancellations due to weather
- Voluntary changes initiated by guests
- Operational hiccups
Credit Agreement
- Timeframe: Credits are valid for one year from issuance
- Non-transferable: Credits cannot be exchanged with other individuals
- Worth: Credits cover the full value of the charter without any processing fees
- Application: Credits can be used for any available charters
- No Extensions: Credits are invalid beyond a 12-month period
Partial Refunds for Services
Interruptions to Service
In the event that your charter is disrupted or cut short owing to factors under our control:
- A proportional refund depending on the proportion of the service not used
- Credit for an equivalent future charter
- Complementary services or amenity upgrades
Disruptions Caused by Guests
If a charter concludes prematurely on account of the conduct of the guests or breaches of safety:
- No refund for the portion of service unused
- Full payment will still be sought
- Potential for additional fees to be levied
Handling Disputes
If there’s discord about a refund decision, here’s what can be done:
- Put in a request for evaluation by our management team
- Present any additional documents or proof
- Contact consumer protection agencies for assistance
- Exercise legal options as provided by the law
Process for Applying for Refunds
Step 1: Reach Out
To initiate a refund process, please contact us via:
- Email: [email protected]
- Phone: +49 40 180 0000
- In-person visits to our waterfront office
Step 2: Provide Pertinent Details
Ensure to include the following when submitting your request:
- Verification of your booking
- Scheduled charter date and time
- Cancellation rationale
- Any pertinent supporting documents
- How you'd like the refund to be processed
Step 3: Waiting for a Decision and Processing
We’ll confirm receipt of your request within a day, review the case in accordance with our guidelines, make a determination within two days, and if approved, process the refund within the timeframes mentioned above.
Key Points
- Written communication is mandatory for all refund requests
- Refunds are issued in €, regardless of the currency used for payment
- We highly recommend obtaining travel insurance
- Policy modifications are announced with a 30-day notification
- Refunds adhere to relevant tax laws and regulations
Connect with Us
If you have any inquiries about refunds or need to submit a request, please contact:
Refunds Department
NorthPineCottage Nautical Services Ltd.
Marina Point
Hamburg 20457
Germany
Telephone: +49 40 180 0000
Email Address: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM