Refund Policy

Transparent and equitable refund terms for your assurance

Overview

At PineBrookPress, we recognize that plans may change, and we're committed to establishing straightforward and honest refund protocols. This policy describes the scenarios under which refunds are granted for our yacht charter services.

It's important to familiarize yourself with this policy before confirming a reservation. By reserving a charter with PineBrookPress, you consent to and accept the terms of these refund conditions.

Standard Cancellation and Refund Timeline

More than 72 Hours Prior to Charter

100% Refund

Qualified for: Complete refund excluding processing fees

Processing Duration: 5-7 business days

Processing Charge: €50 for credit card operations

Requirements: Must be requested through written communication such as email or telephone

24-72 Hours Prior to Charter

50% Refund

Qualified for: Half of the overall charter price

Processing Duration: 7-10 business days

Processing Charge: €25 subtracted from the refund

Requirements: Valid justification needed; subject to administrative expenses

Less than 24 Hours Prior to Charter

No Refund

Qualified for: No refunds provided

Exception: Situations deemed emergencies may be taken into account

Alternative: Charter credit might be offered subject to managerial discretion

Requirements: Proof must be presented for emergency claims

Cancellations Due to Weather

Our Weather Promise

Your safety stands as our priority. In the event that charter activities are unsafe due to weather as determined by our licensed captain, we provide adaptable options:

  • Complete Refund: If it's not possible to reschedule, a full refund is provided
  • Rescheduling: Shift your booking to an available date without extra cost
  • Charter Credit: Credit offered valid for one year from the date of the original charter

Weather Assessment Criteria

We take the following into account when evaluating weather conditions:

  • Examination of wind speed and trajectory
  • Surf height and oceanic conditions
  • Forecasted visibility and precipitation
  • Maritime advisories and alerts
  • Professional captain's security assessment

Decision Time Frame: The determination for weather-related cancellations happens no more than 4 hours ahead of the set sail time.

Refunds for Medical Emergencies

Situations of Urgency

Medical emergencies are unforeseen, and we provide special considerations for the following cases:

  • Unanticipated sickness or injury necessitating hospitalization
  • Passing of an immediate family member
  • Impromptu military duties or recalls
  • Legal duties such as jury service or subpoena
  • Natural catastrophes impacting your travel

Proof Requirements

For processing refunds tied to emergencies, the subsequent evidence is required:

  • Medical statement or records from the hospital
  • Certificate of death (if it pertains)
  • Official military commands
  • Legal summoning or jury duty mandate
  • Travel warnings or declarations of emergency

Processing: Refund requests due to emergencies are handled within 3-5 business days after we receive the necessary paperwork.

Cancellations Due to Operational Issues

Technical Malfunctions

Should the yacht designated for you encounter solvable technical issues:

  • Substitute Vessel: We'll aim to provide a comparable alternative
  • Complete Refund: Granted when no suitable substitute exists
  • Partial Refund: If the reserve yacht has dissimilar pricing
  • Compensation: We may grant extra recompense for the inconvenience caused

Lack of Crew Availability

In unusual cases where a qualified crew is not accessible:

  • We'll arrange for a substitute crew, if possible
  • Complete refund if the charter is not viable
  • An option to reschedule without any extra cost

Processing of Refunds

Method of Payment

Refunds are given through the same means originally used for the booking:

  • Credit Cards: Typically 5-7 business days
  • Bank Transfers: Often takes 7-10 business days
  • Cash/Cheque: Usually 3-5 business days

Costs for Processing

Credit Card Transactions

A €50 fee is applied for cancellations made more than 72 hours in advance

Bank Transfer Charges

A €25 fee is associated with all bank transfer refunds

International Operations

Extra fees could apply for transactions spanning international borders

Issuance of Charter Credits

Occasions for Credit Issuance

Charter credits may be proposed as an option to refunds under these circumstances:

  • Abrupt cancellations (within 24 hours)
  • Cancellations caused by weather conditions
  • Voluntary change requests by customers
  • Interruptions in operations

Credit Conditions

  • Validity: 12 months from the issuing date
  • Transferability: Cannot be passed to other individuals
  • Amount: Equal to the complete cost of the charter, excluding processing charges
  • Application: Usable towards any future available charter
  • Expiry: The credit must be used within a year, no extensions granted

Refunds for Partially Rendered Services

Disruptions During Service

If there's an interruption or your charter ends earlier than scheduled due to factors we can control:

  • A proportional refund relevant to the unutilized period
  • Credit equivalent for future charters
  • Complimentary upgrades or extra services

Interruptions Caused by Guests

In instances where a charter concludes prematurely due to guest misbehavior or safety infractions:

  • No refunds for the period not used
  • Full payment is still required
  • Possible additional expenses

Settling Disputes

If you're dissatisfied with an adjudication regarding a refund, you can:

  • Ask for an examination by our management team
  • Present any further evidence or supporting documents
  • Search for a resolution through consumer protection bodies
  • Apply legal avenues as provisioned by the law

How to Initiate a Refund Claim

Step 1: Reach Out to Us

Lodge your refund plea via:

Step 2: Supply Details

Provide these details with your application:

  • Confirmation code from the booking
  • Date and time of the scheduled charter
  • Grounds for annulment
  • Relevant support documents (if required)
  • Preferred repayment method

Step 3: Assessment and Processing

Our staff will acknowledge your submission within one day, evaluate it against the outlined policy, deliver feedback within two days, and execute endorsed refunds as stipulated by the listed durations.

Key Notes

  • All refund applications must be made in a written format
  • Refunds are issued in €, irrespective of the payment's original currency
  • We strongly encourage securing travel insurance
  • This policy is amendable with a month's notice
  • All refunds are subject to the prevailing taxes and legal stipulations

Contacting Us

For queries related to refunds or to proceed with a refund request:

Refunds Department
PineBrookPress Marine Services Ltd.
Prestige Marina Bay
Valencia 46024
Spain

Phone: +34 963 67 50 80
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Revised: August 24, 2027

We've crafted this refund policy with clarity and fairness in mind. We ask that you carefully read the conditions before making a reservation, and reach out to us for any clarifications.