Refund Policy
Transparent and straightforward refund terms for your comfort
Overview
At PublicAccessEmporium, we recognize that plans may change, and we are committed to offering transparent and fair refund policies. This document details the conditions under which refunds are granted for yacht chartering services.
Please review this policy thoroughly prior to confirming a booking. By reserving a yacht with PublicAccessEmporium, you are agreeing to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full reimbursement minus administrative charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Must be submitted via email or telephone in written form
24-72 Hours Before Charter
Eligible for: Half of the charter fee
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the reimbursement
Conditions: Valid justification required; service charges applied
Less than 24 Hours Before Charter
Eligible for: Not applicable for any reimbursement
Exception: Situations of emergency could be taken into consideration
Alternative: Credit for a future charter might be granted at the discretion of the management
Conditions: Proof must be supplied for emergencies
Weather-Related Cancellations
Our Weather Guarantee
Your safety is paramount. If charter operations are unsafe due to weather as determined by our authorized captain, we offer adaptable solutions:
- Full Refund: If it's not possible to rearrange the date
- Reschedule: Reservation can be changed to another suitable date at no extra charge
- Charter Credit: Issued for use within 12 months of the initial charter date
Weather Assessment Procedure
Our weather review includes:
- Evaluating wind speeds and directions
- Assessing sea conditions and wave heights
- Forecast of visibility and precipitation
- Notices and alerts from the Coast Guard
- Safety determination by the professional captain
Decision Making Timeline: Decisions on weather cancellation are concluded a minimum of 4 hours before the charter’s scheduled departure.
Medical Emergency Refunds
Proceedings in Case of Emergency
We acknowledge that unforeseen medical emergencies can happen. The next listed scenarios might be eligible for unique consideration:
- Unexpected injury or ailment requiring hospital admission
- Passing of an immediate family member
- Military command or exigent recall
- Unexpected judicial duty or summons
- Disasters affecting itinerary
Proof Requirements
Documents needed to process a request for an emergency refund include:
- Verification from a hospital or a medical certificate
- Certificate of death (if relevant)
- Verified military directives
- Legal order or notice for jury service
- Announcements of emergencies or advisories affecting transit
Processing: Reimbursements for emergencies are concluded in 3-5 business days after proper documentation is presented.
Operational Cancellations
Technical Failures
Should the yacht allotted to you suffer technical issues which can't be rectified:
- Alternate Yacht: We aim to arrange an equivalent substitute
- Full Refund: Provided when no apt substitute is found
- Partial Refund: If the alternative vessel varies in price
- Compensation: We might offer compensation for any inconvenience caused
Unavailability of Crew
In rare cases when a qualified crew is not available:
- An alternate crew will be sourced if feasible
- A full reimbursement if the charter is unable to proceed
- An option to rearrange without additional costs
Refund Processing
Payment Method
Reimbursements are executed using the same payment method as the initial booking:
- Credit Card Transactions: 5-7 business days
- Bank Wires: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Charges
Credit Card Processing
€50 fee for cancellations made over 72 hours beforehand
Bank Transfer Charges
€25 fee for all reimbursements via bank transfer
International Transactions
Extra fees may be charged for payments from abroad
Charter Credits
Issuance Circumstances
In some instances, rather than a refund, credit for a future charter may be offered:
- Cancellations close to the charter time (less than 24 hours)
- Cancellations due to weather issues
- Requests for voluntary rescheduling
- Hindrances in operation
Credit Specifics
- Validity: Usable for 12 months after being issued
- Transferability: Cannot be transferred to another individual
- Value: Equivalent to the complete charter amount (excluding service charges)
- Use: Applicable for any charter that is available
- Expiry: No extensions past the 12-month mark
Reimbursements for Partial Services
Interruptions in Service
If your charter gets interrupted or curtailed due to factors under our control:
- Refund rate based on the unused time
- Credit for a subsequent charter equivalent in value
- Gratis services or upgrades may be provided
Disruptions Caused by Guests
Should the charter be terminated prematurely owing to the guest’s behavior or safety infraction:
- Non-refundable for the remaining duration
- Fulfilment of the entire fee is obligatory
- Fees for additional services may be imposed
Dispute Resolution
In the event of disagreement regarding a refund decision, you can:
- Seek a management review of your case
- Present supplementary evidence or documentation
- Look for solutions through consumer protection entities
- Pursue legal actions consistent with prevailing laws
How to Submit a Refund Application
Step 1: Reach Out
File your refund claim via:
- Email: [email protected]
- Phone: +49 40 99999
- Visiting our marina office directly
Step 2: Compile Information
Your submission should contain the items listed below:
- Number confirming booking
- Details of charter timing and date
- Grounds for cancellation
- Relevant supporting documents (if necessary)
- Option preferred for refund
Step 3: Evaluation and Processing
Our team will confirm receipt of your request within a day, assess it according to this policy, issue a decision within two days, and process accepted refunds within the specific time periods.
Key Points to Remember
- All applications for refunds must be documented in writing
- Reimbursements are made in €, regardless of the currency used for payment
- Purchasing travel insurance is highly advised
- Policy updates may occur with a month's notice
- Refunds are subject to relevant taxes and legal provisions
Contact Points
To inquire about refunds or to file for one:
Refunds Department
PublicAccessEmporium Marine Services Ltd.
Marina Point
Hamburg 20457
Germany
Phone: +49 40 99999
Email: [email protected]
Working Hours: Monday–Friday, 9:00 AM – 5:00 PM