Refund Policy

Transparent and equitable refund provisions for your assurance

Overview

At WillowShoreBay, we recognize that situations may arise prompting a change in plans, and we are committed to maintaining transparent and equitable refund policies. This document explains the terms under which refunds for yacht charter services are granted.

It is crucial to acquaint yourself with this policy before securing a charter. By confirming a charter with WillowShoreBay, you agree to abide by the terms of this refund policy.

Standard Cancellation and Refund Schedule

Over 72 Hours Prior to Charter

100% Refund

Entitled to: Complete refund excluding processing charges

Processing Duration: 5-7 business days

Processing Charge: €50 for credit card payments

Requirements: Must be submitted in written form via email or over the phone

Between 24 to 72 Hours Prior to Charter

50% Refund

Entitled to: Half of the total charter cost

Processing Duration: 7-10 business days

Processing Charge: €25 taken from the refund

Requirements: Justifiable reason needed; administrative costs are applicable

Less than 24 Hours Before the Charter

No Refund

Entitled to: No refund possible

Exemption: Situations of emergency may be taken into account

Alternate Option: At the discretion of the management, a credit for the charter may be provided

Requirements: Proof required for claims of emergencies

Cancellations Due to Weather Conditions

Our Commitment to Safety in Weather

Our top concern is safety. If our certified captain judges the weather conditions to be dangerous for charter operations, we offer adaptable alternatives:

  • Complete Refund: If rescheduling is not feasible, a full refund is offered
  • Rescheduling: Transfer your charter to another available schedule at no extra charge
  • Charter Credit: Obtain a credit that is valid for one year from the date of the original charter

Process for Weather Assessment

Our examination of weather conditions entails:

  • Evaluation of wind speed and direction
  • Assessment of sea conditions including wave height
  • Forecast analysis for visibility and precipitation
  • Adherence to Coast Guard advisories and warnings
  • Detailed safety assessment by our professional captain

Timeline for Decision: Decisions regarding weather-based cancellations are made no later than 4 hours before the scheduled departure.

Refunds in Medical Emergencies

Conditions for Emergency Consideration

We comprehend that medical urgencies can occur unexpectedly. The following conditions may be eligible for special refunds:

  • Acute illness or injury necessitating hospital admission
  • Demise of a direct family member
  • Mandatory military assignments
  • Jury service or legal summons
  • Natural calamities disrupting travel arrangements

Required Documentation

In order to process requests for refunds due to emergencies, please supply:

  • Medical certification or documentation from a hospital
  • Death certificate, if pertinent
  • Governmental military instructions
  • Legal notifications or jury duty directives
  • Public advisories or declarations of emergency

Refund Processing: Refunds for emergencies are dealt with within 3-5 business days following the receipt of the required paperwork.

Refunds Related to Operational Interruptions

Equipment Failures

In the event that the vessel assigned to you suffers mechanical issues that we cannot resolve:

  • Alternate Vessel: We strive to provide a vessel of similar standing
  • Complete Refund: In the absence of a suitable replacement
  • Partial Refund: If the substitute vessel is different in cost
  • Compensation: We may offer additional recompense to apologize for any inconvenience

Crew Non-availability

In the unusual instance of unavailability of the certified crew:

  • We will arrange an alternative crew when feasible
  • Full refund if the charter cannot go forward
  • Opportunity to reschedule without any additional cost

Procedure for Refund Disbursement

Payment Method

Refunds are transacted back to the initial payment method employed at the time of the booking:

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

Service Charges for Processing

For Credit Card Transactions

A €50 charge for cancelations made more than 72 hours ahead of time

For Bank Transfers

A €25 service charge for all reimbursements through bank transfers

For International Transactions

Additional charges may be incurred for transactions made internationally

Policies on Charter Credits

Situations When Credits May Be Issued

Circumstances under which charter credits might be proposed as an alternative to reimbursements:

  • Cancellations made closer than 24 hours to departure time
  • Causations relating to weather
  • Customer's requests to reschedule
  • Operational complications

Conditions Applicable to Credits

  • Validity: One year from the date of issuance
  • Transferability: Cannot be transferred to another party
  • Value: Equivalent to the entire charter fee (excluding processing costs)
  • Use: Applicable towards any available charter service
  • Expiration: No renewal after 12 months

Refunds for Partial Services Rendered

Disruptions in Service

If the charter experience you receive is disrupted or curtailed due to circumstances we control:

  • Refund scaled to the unused duration of service
  • Equivalent value in credit towards a future charter
  • Complimentary offerings or service upgrades

Interruptions Caused by the Guest

Should a charter end prematurely due to a guest's actions or breaches of safety:

  • No reimbursement for the remainder of the time
  • Full payment is still required
  • Potential for additional charges

Settling Refund Disagreements

In instances where you find the decision on a refund disagreeable, you may:

  • Appeal for an evaluation by our administrative team
  • Present further documentation or substantiation
  • Engage with consumer advocacy bodies
  • Explore lawful courses of action per applicable statutes

Steps to Request a Refund

Stage 1: Initiate Contact

To initiate a refund request, please reach out via:

Stage 2: Furnish Details

Your refund petition should include:

  • Verification number of booking
  • Date and time of the charter
  • The basis for cancelling
  • Any relevant supporting documents (if applicable)
  • Preferred method for the reimbursement

Stage 3: Assessment and Execution

After receiving your request, we will acknowledge within a day, evaluate it in line with our policies, make a decision within two days, and if approved, conduct the refund process within the outlined time frames.

Vital Considerations

  • All refund applications should be provided in a written format
  • Reimbursements occur in € irrespective of the booking's payment currency
  • Securing travel insurance is highly suggested
  • This policy may be revised with prior notice of 30 days
  • Refunds adhere to prevailing tax laws and regulations

Contact Details

For inquiries regarding our refund process, or to submit a request for a refund:

Refunds Department
WillowShoreBay Marine Services Ltd.
Marina Point
Hamburg 20459
Germany

Telephone: +49 40 9999 9999
Email: [email protected]
Business hours: Monday through Friday, from 9 AM to 5 PM

Date of Last Update: August 15, 2025

Please bear in mind that this refund policy is set forth to be both fair and clear-cut. We invite you to scrutinize the terms herein prior to booking and to contact us should you have any inquiries.