Refund Policy
Clear and fair refund conditions for your peace of mind
Overview
At SharedServiceCompass, we understand that situations may change, and we are committed to providing transparent and equitable refund policies. This policy provides the guidelines for issuing refunds for yacht charter services.
Before you book your charter, please review this policy thoroughly. By booking a charter with SharedServiceCompass, you are confirming your acceptance of these refund terms.
General Cancellation and Refund Guidelines
Exceeding 72 Hours Prior to Charter
Eligible for: Complete refund minus processing charges
Processing Duration: 5-7 business days
Handling Charge: €50 for credit card payments
Requirements: Must be submitted in writing via email or telephone
Between 24 and 72 Hours Before the Charter
Eligible for: Half of the total cost of the charter
Processing Duration: 7-10 business days
Handling Charge: €25 deducted from the refund amount
Requirements: Valid justification needed; administrative charges may be incurred
Less than 24 Hours Before the Charter
Eligible for: Refunds are not available
Exception: Consideration for emergency circumstances
Alternative: Potential charter credit at managerial discretion
Requirements: Supporting documents required for emergency conditions
Cancellations Due to Weather
Our Commitment to Weather Safety
Your safety tops our list of concerns. Should weather conditions be considered hazardous for charter activities by our skilled captain, we extend adaptable options:
- Full Refund: Entire refund if rescheduling cannot be arranged
- Rescheduling: Change your booking to a new available date with no additional cost
- Charter Credit: Issuance of a credit that holds validity for a year from the original booking date
Assessment of Weather Conditions
We evaluate weather conditions by looking into:
- Assessment of wind patterns and intensity
- Marine forecasts including sea state and swell
- Predictions of visibility and precipitation
- Warnings and advisories from the Coast Guard
- Thorough safety inspection by our professional captain
Timeline for Decision: Resolutions regarding weather-related cancellations are concluded at least four hours prior to the planned departure.
Refunds for Medical Emergencies
Consideration for Emergency Situations
We recognize that unforeseen medical emergencies can arise. Specific scenarios might be eligible for special consideration:
- Unexpected sickness or injury leading to hospitalization
- Loss of an immediate family member
- Urgent military summons
- Legal obligations such as jury duty
- Natural calamities impacting travel
Proof Required for Emergencies
We require the following evidence to process a refund due to emergencies:
- Medical accreditation or hospital statements
- Notice of a family member's passing, if applicable
- Verification from the armed forces
- Legal notices
- Travel warnings or declarations of emergency
Refund Timeline: We process refunds associated with medical emergencies within 3-5 business days after we receive the requisite documents.
Cancellations Due to Operations
Breakdowns and Technical Issues
In case the vessel allocated to you encounters technical setbacks that remain unresolved:
- Alternative Vessel: We will make an effort to arrange a similar vessel
- Full Refund: If we cannot provide a suitable replacement
- Partial Refund: If the alternative vessel comes with different pricing
- Compensation: We might extend additional compensation for the trouble caused
Unavailability of Crew
On the rare occasion that certified crew is not available:
- Efforts will be made to secure alternative crew
- Refunded in full if charter cannot proceed
- Option to reschedule without extra costs
Procedures for Refund Processing
Payment Methods
Refunds are carried out via the original payment medium used:
- Credit Cards: Within 5-7 business days
- Bank wire: Within 7-10 business days
- Cash or Cheque: Within 3-5 business days
Transaction Fees
Credit Card Transactions
A €50 fee applies to cancellations made over 72 hours in advance
Refund via Bank Transfer
A €25 fee is levied on all refunds processed via bank transfer
International Transactions
Additional charges may be implemented for international transfers
Issuance of Charter Credits
Criteria for Credit Allocation
In certain cases, charter credits might be provided instead of refunds:
- Cancellations occurring close to departure time
- Charter cancellations stemming from adverse weather conditions
- User-initiated changes to reservations
- Interruptions in operations
Stipulations for Credits
- Validity Period: Credits are good for one year post-issuance
- Non-transferable: Credits cannot be exchanged between individuals
- Value: Credits retain the full price of the charter absent processing charges
- Use: Credits are applicable towards any future charters that are available
- Expiration: Credits must be used within the 12-month period and will not be extended
Refunds for Partly Rendered Services
Service Disruptions
In the event that your charter is disrupted or ends early due to our control:
- Reimbursement proportionate to the unutilized time
- Credit of equal worth for a subsequent charter
- Complimentary compensatory services or upgrades
Impediments Attributable to Guests
Should a charter end prematurely owing to the actions of guests or violations regarding safety:
- No reimbursement for the time lost
- Full fees are still applicable
- Potential additional charges
Process for Dispute Settlement
If the refund resolution is not to your satisfaction, you can:
- File for a review with our management
- Provide further documentation or evidence
- Engage consumer protection organizations
- Seek lawful recourse as per relevant legislation
Initiating a Refund Request
Step 1: Reach Out
For your refund request, get in touch through:
- Email: [email protected]
- Phone: +49 40 12345678
- Directly at our waterfront office
Step 2: Submit Required Details
Please include in your request the details below:
- Your confirmation number of the booking
- Date and time of the yacht charter
- Cancellation rationale
- Any accompanying documentation (if appropriate)
- Your preferred method for receiving the refund
Step 3: Assessment and Processing
Our customer service will acknowledge your request within a day's time, assess it against this policy, provide their verdict within two days, and proceed with the refund according to the stated periods if approved.
Essential Points to Note
- Written submissions are required for all refund applications
- Refunds will be issued in €, irrespective of the payment's initial currency
- It is highly advisable to get travel insurance
- This policy may be updated, with a notice period of 30 days
- Refunds are subject to relevant taxes and legal provisions
Contact Us
Should you have inquiries about refunds or wish to submit a refund request:
Refunds Department
SharedServiceCompass Marine Services Ltd.
Marina Point
Hamburg 20459
Germany
Phone: +49 40 12345678
Email: [email protected]
Business hours: Monday–Friday, 9:00 AM – 5:00 PM