Refund Policy
Transparent and straightforward refund terms for your assurance
Overview
TrailParcelDune recognizes that plans can alter, and we prioritize equitable and clear refund practices. This document outlines the conditions under which refunds are granted for yacht chartering services.
Before reserving a charter, please review this document thoroughly. By securing a charter through TrailParcelDune, you are confirming your acceptance of these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete reimbursement excluding handling charges
Processing Time: 5-7 working days
Processing Fee: €50 for card payments
Conditions: Request must be submitted either via email or phone in a written format
24-72 Hours Before Charter
Eligible for: Half the total cost of the charter
Processing Time: 7-10 working days
Processing Fee: €25 taken from the refund
Conditions: A legitimate cause is necessary; additional administrative expenses will be incurred
Less than 24 Hours Before Charter
Eligible for: No refunds are offered
Exception: Emergency circumstances may warrant consideration
Alternative: A voucher for charter may be provided at the discretion of the management
Conditions: Supporting documentation must be provided for emergency cases
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our primary concern. Should the conditions be unsafe for charter operations as determined by our certified captain, we provide various flexible alternatives:
- Full Refund: Refunded fully if rescheduling is unfeasible
- Reschedule: Change your charter to an available date with no added costs
- Charter Credit: A voucher good for one year from the initial charter date
Weather Assessment Process
Weather evaluation consists of:
- Evaluation of wind velocity and trajectory
- Inspection of sea conditions and wave height
- Forecasts for visibility and precipitation
- Notices and advisories from the Coast Guard
- Professional captain's safety judgment
Decision Timeline: Decisions regarding weather cancellations are made a minimum of 4 hours in advance of the scheduled departure.
Medical Emergency Refunds
Emergency Circumstances
Medical emergencies are understood to occasionally occur. The instances below may be eligible for exceptional consideration:
- Unexpected hospitalizations due to illness or injury
- Passing of a close family member
- Summoning for military duty or emergent call back
- Legal obligations such as jury service or court mandates
- Natural disasters that hinder travel plans
Documentation Requirements
Proper documents are needed to process emergencies, including:
- A medical note or hospital documents
- Death certification if relevant
- Official military instructions
- Legal summons or jury notices
- Travel warnings or emergency proclamations
Processing: Upon receiving appropriate documentation, emergency refunds are processed within a 3-5 business day period.
Operational Cancellations
Mechanical Issues
Should the designated vessel have unsolvable mechanical issues:
- Alternative Vessel: An equivalent substitute is sought
- Full Refund: Issued if no suitable replacement is found
- Partial Refund: Granted if the alternate vessel has differing fees
- Compensation: Additional recompense may be considered for the inconveniences faced
Crew Unavailability
In uncommon instances where an accredited crew is not available:
- A substitution will be sought when feasible
- Full reimbursement if the charter is unable to proceed
- Rescheduling without additional costs
Refund Processing
Payment Method
Refunds are reverted to the original payment mode utilized for the booking:
- Credit Cards: 5-7 working days
- Bank Transfers: 7-10 working days
- Cash/Cheque: 3-5 working days
Processing Fees
Credit Card Processing
€50 charge for cancellations requested with more than 72 hours notice
Bank Transfer Processing
€25 cost for every bank transfer reimbursement
International Processing
Additional charges may be applicable for transactions across borders
Charter Credits
When Credits Are Offered
Certain scenarios may result in the issuing of charter credits instead of direct reimbursements:
- Cancellations made at the last minute (less than 24 hours prior)
- Cancellations related to adverse weather
- Voluntary changes suggested by customers
- Unanticipated operational hiccups
Credit Terms
- Validity: Applicable for one year from the date of issuance
- Transferability: Credits cannot be transferred to other individuals
- Value: Corresponds to the entire value of the charter without any processing fees
- Usage: Applicable towards any future charters available
- Expiration: Non-extendable beyond the one year period
Partial Service Refunds
Service Interruptions
If the charter is halted or shortened due to factors within our authority:
- Proportionate refund based on untapped duration
- Voucher for equivalent value usable on future charters
- Gratuitous services or enhancements
Guest-Related Interruptions
In the event that a charter ceases prematurely due to the actions or safety infractions from guests:
- No reimbursement for the remainder
- Full payment is still payable
- Potential extra fees could be incurred
Dispute Resolution
In case of disagreement over a refund verdict, you have the option to:
- Appeal for managerial assessment
- Submit additional evidence or documentation
- Engage consumer protection entities for mediation
- Pursue lawful actions as per relevant laws
How to Request a Refund
Step 1: Contact Us
Forward your reimbursement request via:
- Email: [email protected]
- Phone: +49 40 1234 5678
- Physically at our office located by the marina
Step 2: Provide Information
Your request should comprise the following data:
- Confirmation code for your booking
- Date and time of the charter
- Cause for the cancellation
- Any supporting papers if applicable
- Your preferred method for reimbursement
Step 3: Review and Processing
After receiving your request, our team will acknowledge it within a day, assess it against our stipulations, arrive at a decision in two days, and handle accepted refunds as per the times stated.
Important Notes
- All requests for reimbursement must be provided in a written format
- Refunds are issued in €, regardless of the initial transaction currency
- Purchasing travel coverage is highly recommended
- The policy can be amended given a 30-day notification period
- Refunds adhere to relevant taxes and legislations
Contact Information
For inquiries regarding refunds or to commence a refund process:
Refunds Department
TrailParcelDune Marine Solutions Corp.
Marina Point
Hamburg 20459
Germany
Phone: +49 40 1234 5678
Email: [email protected]
Business hours: Monday–Friday, 9:00 AM – 5:00 PM