Refund Policy
Transparent and equitable refund terms for assured customer satisfaction
Overview
At StarLitBenchWay, we recognize that plans can change and are committed to ensuring our refund procedures are straightforward and fair. This document provides details regarding the criteria for issuing refunds for our yacht rental services.
It's important to review this refund policy thoroughly before finalizing a reservation. By reserving a charter with StarLitBenchWay, you concede to these terms.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Entitled to: Full reimbursement less administrative fees
Time for Processing: 5-7 working days
Service Charge: €50 for credit card transactions
Requirements: Refund must be requested formally via email or phone
24-72 Hours Before Charter
Entitled to: Half the total cost of the charter
Time for Processing: 7-10 working days
Service Charge: €25 removed from the refund amount
Requirements: A legitimate cause needed; operational charges apply
Less than 24 Hours Before Charter
Entitled to: Refunds are not available
Exception: Exceptional situations may be taken into account
Alternative: Voucher for charter use may be offered based on managerial discretion
Requirements: Proof is essential for emergency cases
Cancellations Due to Weather Conditions
Our Commitment to Safety
Your safety takes precedence. If our head captain decides that weather conditions are not suitable for charter activities, we offer adaptable solutions:
- Complete Refund: A full reimbursement if it's not possible to reschedule
- Scheduling Change: Move your booking to a later date without incurring extra fees
- Charter Credit: An issued credit valid for one year from the initial charter date
Process for Weather Evaluation
We include the following in our weather evaluation procedure:
- Evaluating wind patterns and intensity
- Surveying wave size and ocean conditions
- Anticipating visibility and rainfall prospects
- Notices and alerts from the Coast Guard
- Assessment by our skilled captain for safety reasons
Timing of Decision: We make weather-related cancellation decisions at least 4 hours ahead of the planned departure time.
Refunds for Medical Emergencies
Extraordinary Circumstances
We are mindful that unexpected medical accounts can happen. Special considerations may cover:
- Acute illnesses or injuries necessitating immediate hospital care
- Loss in the immediate family circle
- Urgent military duty or recall activations
- Judicial obligations or legal summons
- Travel interruptions due to natural catastrophes
Documentation Specifications
For processing requests under emergency conditions, we require:
- A doctor's note or hospital evidence
- Notification of death (if relevant)
- Formal military commands
- Court directives or jury service notices
- Emergency statements or travel warnings
Processing: We address emergency refund claims within 3-5 business days after the submission of the proper documents.
Reimbursement for Operational Cancellations
Vessel Malfunction
If the yacht assigned suffers from resolvable mechanical issues:
- Alternate Vessel: We'll try to arrange a comparable alternative
- Complete Refund: If we can't provide an appropriate replacement
- Partial Refund: If the substitute vessel has diferent pricing
- Compensation: We may offer additional reparation for any inconvenience
Lack of Available Crew
In exceptional cases when our certified navigator is unattainable:
- Replacement crew will be sought when feasible
- Total reimbursement if we fail to proceed with the charter
- Offer to reschedule without any extra expenses
Method for Processing Refunds
Method of Reimbursement
Approved reimbursements will be transacted via the initial payment method:
- Credit Cards: Within 5-7 business days
- Direct Bank Transactions: Can take 7-10 business days
- Physical Currency/Check: Typically 3-5 business days
Fees for Processing
Card Transaction Costs
€50 fee for bookings canceled beyond the 72-hour mark
Processing for Direct Transfers
€25 fee for all refunds made via bank transfer
International Transactions
There could be additional fees for transfers across international borders
Voucher Policy for Charters
Occasions for Issuing Credits
Under certain circumstances, rather than refunds, we may provide charter vouchers:
- Cancellations made in or past the 24-hour-limit
- Cancellations linked to weather conditions
- Requests to voluntarily move the date
- Disruptions of operational nature
Credit Conditions
- Validity Timeframe: 12 months from the date of issue
- Transfer Prohibitions: Credits cannot be moved to other parties
- Value: Contains the entire charter value with no administrative charges
- Utilization: Applicable to any future charters subject to availability
- Expiration: Credits must be used within their timeframe, with no allowances for extension
Proportionate Reimbursement for Services
Disruptions to Service
In case of any interruptions or early charter ending caused by our oversight:
- Refunds are calculated by the remaining time unutilized
- Credit equivalent for a future booking
- Complimentary benefits or upgrades may be given
Interruptions Related to Clients
In instances where a charter is ended prematurely due to the actions of guests or breach of safety directives:
- No refunds for time not used
- Full amount due must be paid
- Potential additional charges
Resolving Disagreements Over Refunds
To contest a refund decision, you have the option to:
- Request a case review by our executive team
- Contribute further proof or clarification
- Contact consumer rights organizations
- Seek legal recourse according to applicable legislation
Procedure for Requesting Refunds
Step 1: Reaching Out
To apply for a refund, get in touch via:
- Email: [email protected]
- Phone: +33 4 93 76 53 00
- Visiting our main office at the marina
Step 2: Giving Details
Ensure the following information is included in your communication:
- Verification number of booking
- Details of the planned charter
- The basis for the termination
- Any supporting paperwork (where necessary)
- Which means of refund you'd prefer
Step 3: Examination and Execution
Following receipt, our team will confirm within a day, evaluate the situation as per our policy, come to a resolution within two days, and proceed with the refunds as per the indicated timeframes.
Noteworthy Comments
- Refund applications must be made in writing
- Refunds will be processed in €, regardless of the original currency used for payment
- Purchasing travel insurance is advised
- This policy may be updated, with a month's notice given
- Refunds are subject to relevant taxes and bylaws
Contact Information
For any inquiries or to action a refund, please contact:
Refunds Department
StarLitBenchWay Marine Services Ltd.
Marina Point
Nice 06300
France
Phone: +33 4 93 76 53 00
Email: [email protected]
Business Hours: Monday–Friday, from 9:00 AM – 5:00 PM