Refund Policy
Unambiguous and equitable refund terms for your assurance
Overview
At MintyStonePath, we recognize that plans may change, and we are committed to providing transparent and just refund policies. This document details the specific scenarios in which refunds are available for our yacht charter services.
It is important to review this policy thoroughly prior to booking a charter. Booking a charter with MintyStonePath signifies your consent to adhere to these terms of refund.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: A complete refund minus service charges
Processing Time: 5-7 business days
Processing Fee: €50 for card payments
Conditions: Must submit a written request through email or telephone
24-72 Hours Before Charter
Eligible for: Half the total cost of the charter
Processing Time: 7-10 business days
Processing Fee: €25 taken from the refund amount
Conditions: Justifiable reason needed; additional costs for administration may be charged
Less than 24 Hours Before Charter
Eligible for: No refunds provided
Exception: We may make exceptions in cases of emergency
Alternative: Credit for future charter may be offered depending on the management's decision
Conditions: Supporting documents required for emergencies
Weather-Related Cancellations
Our Weather Guarantee
We consider safety paramount. Should our licensed captain determine conditions are unsafe for sailing, we offer adaptable solutions:
- Full Refund: Provided when rescheduling isn’t feasible
- Reschedule: Move your charter to a future available slot without incurring extra fees
- Charter Credit: Issue a voucher valid for one year from the initial charter date
Weather Assessment Process
Our evaluation of weather conditions includes:
- Assessing wind patterns and momentum
- Observation of sea dynamics and swell stature
- Forecasts on visibility and rainfall
- Consideration of maritime safety bulletins
- Insights from our captain’s expertise regarding safety
Decision Timeline: Determinations regarding weather cancellations are made at least 4 hours ahead of the proposed departure time.
Medical Emergency Refunds
Emergency Circumstances
We empathize with unexpected medical crises. Events that might qualify for special regard include:
- Sudden medical conditions or injuries that necessitate hospital admission
- Passing of an immediate family member
- Reassignment or urgent military orders
- Compulsory juror service or legal summons
- Disasters that impact travel plans
Documentation Requirements
Necessary documentation for emergency refund considerations encompasses:
- Healthcare provider’s certificate or hospital records
- Official death notice, if relevant
- Military duty orders, if applicable
- Legal notice of juror duty or court appearance
- Government advisories or declarations of emergency
Processing: Emergency refund requests will be handled within 3-5 business days following the receipt of necessary documentation.
Operational Cancellations
Mechanical Issues
Should your designated yacht encounter technical difficulties that we cannot rectify, we provide:
- Alternative Vessel: We will strive to arrange an equivalent replacement
- Full Refund: Issued if no similar options are accessible
- Partial Refund: Allocated if the replacement vessel carries a different rate
- Compensation: We might offer additional recompenses for the inconvenience caused
Crew Unavailability
In the uncommon occurrence that our certified crew is not available:
- We will seek to provide an alternative crew
- Complete refund if the trip is unable to go ahead
- Option to reschedule without extra charges
Refund Processing
Payment Method
Returned funds are credited back to the initial mode of payment:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
€50 charge for cancellations more than 72 hours before
Bank Transfer Processing
€25 assessment fee for all bank refund transactions
International Processing
Supplementary fees might apply to transactions across borders
Charter Credits
When Credits Are Offered
In certain situations, charter credits may be made available in lieu of refunds:
- For eleventh-hour cancellations (less than 24 hours)
- In the event of weather-related cancellation decisions
- On requests for voluntary changes to booking dates
- Due to impediments in operations
Credit Terms
- Validity: Voucher remains valid for a year post-issue
- Transferability: Non-assignable to other individuals
- Value: Corresponds to the entire value of the charter without deductions
- Usage: Redeemable for any accessible charter
- Expiration: No extensions past the 12-month mark
Partial Service Refunds
Service Interruptions
If your excursion is disrupted or abbreviated owing to our operational control:
- Refund in proportion to the unused portion
- Credit equivalent to the disrupted service for future use
- Add-ons or upgrades complimentary of us
Guest-Related Interruptions
In instances where a voyage is ceased prematurely due to guest behavior or breaches of safety:
- No return of funds for the unspent duration
- Obligatory full compensation for the planned service
- Potentially additional levies
Dispute Resolution
If you object to a verdict related to refunds, available avenues are as follows:
- Application for a reassessment through our administrative cadre
- Proposal of supplementary evidence or documents
- Mediation via consumer protection institutions
- Legal recourse as permitted by the prevailing statutes
How to Request a Refund
Step 1: Contact Us
To initiate a refund, reach us through:
- Email: [email protected]
- Telephone: +49 40 9999 8888
- Facing each other at our marine establishment
Step 2: Provide Information
Ensure your restitution request encompasses:
- Confirmation digits of your booking
- Scheduled charter details with date and time
- Grounds for annulling the reservation
- Applicable substantiating papers
- Option for refund reception
Step 3: Review and Processing
Our group will acknowledge the petition within a day, consider it in accordance with these stipulations, deliver a judgement within a two-day frame, and progress accepted repayments as prescribed.
Important Notes
- All calls for refunds need to be documented
- Refunds are executed in €, regardless of the initial payment’s denomination
- We strongly encourage the purchase of travel insurance
- Notice given thirty days ahead of any policy variations
- Reimbursements are subject to prevailing tax laws and regulations
Contact Information
For inquiries or to proceed with a refund plea:
Refunds Department
MintyStonePath Marine Services Ltd.
Marina Point
Hamburg 20457
Germany
Telephone: +49 40 9999 8888
Email: [email protected]
Operational hours: Monday–Friday, 9:00 AM – 5:00 PM