Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At ResourceOasis, we recognize that plans may alter, and we are committed to offering clear and straightforward refund policies. This policy describes the circumstances in which refunds can be given for yacht charter services.
Examining this policy thoroughly before reserving is important. When you reserve a charter with ResourceOasis, you are confirming your acceptance of these terms for refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding any handling costs
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Must be submitted in writing through email or over the phone
24-72 Hours Before Charter
Eligible for: Half the total charter cost
Processing Time: 7-10 business days
Processing Fee: €25 deducted from the refund amount
Conditions: A justifiable reason is required; administrative charges will be incurred
Less than 24 Hours Before Charter
Eligible for: Refunds not available
Exception: Situations of urgency may be taken into consideration
Alternative: Credit for a future charter may be offered at ResourceOasis's discretion
Conditions: Proof required for emergency scenarios
Weather-Related Cancellations
Our Weather Guarantee
We place safety first. If our expert captain determines that weather conditions are not safe for charter activities, we will offer adaptable solutions:
- Full Refund: A 100% refund will be issued if rescheduling is unfeasible
- Reschedule: Change your charter to an available date without extra charges
- Charter Credit: Obtain a credit valid for a full year from the original charter date
Weather Assessment Process
The factors we consider for weather assessments include:
- Evaluating wind speed and direction
- Assessing wave size and sea state
- Forecasting visibility and rainfall
- Reviewing Coast Guard advisories and alerts
- Taking into account the safety judgment of the professional captain
Decision Timeline: Determinations concerning weather cancellations are made at least 4 hours in advance of the scheduled departure time.
Medical Emergency Refunds
Emergency Circumstances
We are sympathetic to the fact that unexpected medical events can happen. Instances that might qualify for special refund consideration include:
- Immediate health events or injuries that necessitate hospital care
- A family member's passing
- Requirement for military engagement or unforeseen recall
- Civic duties such as jury service or a legal subpoena
- Natural occurrences that disrupt travel plans
Documentation Requirements
Appropriate documentation is required to consider emergency refund requests:
- Medical notes or records from the hospital
- Death certificate, if relevant
- Formal military instructions
- Legal summons or notice for jury service
- Announcements or mandates regarding travel due to emergencies
Processing: Emergency-related refunds will be handled within 3-5 working days upon documentation validation.
Operational Cancellations
Mechanical Problems
In the event of mechanical setbacks with your assigned yacht that can't be promptly fixed:
- Substitute Vessel: We aim to provide a yacht of similar standards
- Complete Refund: If a suitable substitute yacht is unavailable
- Partial Refund: If the alternative yacht varies in cost
- Recompense: We may offer additional accommodation for the inconvenience faced
Crew Unavailability
In the unlikely scenario where a qualified crew member is not available:
- Replacement crew will be organized if feasible
- Complete refund if the yacht charter cannot proceed
- Option to reschedule without additional fees
Refund Processing
Method of Payment
Refunds are returned using the initial method of payment:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Handling Fees
Card Payment Handling
€50 charge for cancellations beyond 72 hours before
Bank Refund Handling
€25 fee for all bank reimbursement transactions
International Operations
Extra costs may be assigned for refunds crossing international borders
Charter Credits
Issuance of Credits
Credits for future charters might be provided as an alternative to a refund, under certain conditions:
- Cancellations made with less than a day's notice
- Charter cancellations due to adverse weather
- Voluntary requests to reschedule
- Any operational disturbances
Terms of Credits
- Validity: Use within a year after issuance
- Transferability: Credits cannot be passed to others
- Value: Equivalent to the full cost of the charter, no handling fees applied
- Application: Applicable for any charter that is obtainable
- Expiry: No extensions past the 12-month mark
Partial Service Refunds
Interruptions to Service
If there's a disruption or reduction to your yacht charter for reasons within our control:
- Adjusted refund based on the unutilized segment
- A voucher for a future charter of equivalent worth
- Complimentary services or improvements may be offered
Disruptions Caused by Guests
In the event that a charter concludes prematurely due to guest behavior or violation of safety guidelines:
- No reimbursement for the unused portion
- Total fees remain payable
- Potential for additional charges
Resolving Disputes
If you take issue with the conclusion of a refund assessment, you have the option to:
- Request an appraisal by our supervisory team
- Submit supplementary evidence or records
- Search for mediation through user protection organizations
- Engage in legal options as provided by the law
Applying for a Refund
Step 1: Reaching Out
To initiate a refund, reach out through:
- Email: [email protected]
- Phone: +49 40 12345678
- Directly at our harbor headquarters
Step 2: Delivering Details
Your refund request should contain:
- The number confirming your booking
- The date and time of your charter
- The rationale behind the cancellation
- Any relevant backing documentation
- Your preferred method for refunding
Step 3: Assessment and Execution
We will acknowledge your query within one business day, evaluate it in line with this policy, communicate a decision within two business days, and manage authorized reimbursements within the stipulated periods.
Key Details
- All applications for refunds must be submitted textually
- Reimbursements are conducted in € no matter what currency was used initially
- We strongly advocate for purchasing travel insurance
- This refund guideline can change, with notification provided 30 days in advance
- Refunds adhere to related taxes and legal stipulations
Contact Information
Should you have inquiries regarding refunds or to submit a request for one:
Refunds Department
ResourceOasis Marine Services Ltd.
Marina Point
Hamburg 20457
Germany
Phone: +49 40 12345678
Email: [email protected]
Operating Hours: Monday–Friday, 9:00 AM – 5:00 PM