Refund Policy
Transparent and just refund provisions for your comfort
Overview
At MarbleWavePoint, we recognize that plans may alter, and we are committed to establishing upfront and impartial refund policies. This policy specifies under what circumstances refunds can be made concerning yacht charter services.
Before booking, please examine this policy thoroughly. By reserving a charter with MarbleWavePoint, you are confirming your acceptance of these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete reimbursement minus handling charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Must be submitted via email or phone in writing
24-72 Hours Before Charter
Eligible for: Half of the total charter expense
Processing Time: 7-10 business days
Processing Fee: €25 taken from the refund amount
Conditions: Legitimate reason necessary; administrative costs incurred
Less than 24 Hours Before Charter
Eligible for: No refund provided
Exception: Situations of emergency may be taken into consideration
Alternative: Credit for future charters may be extended at the discretion of management
Conditions: Proof required for exigency claims
Weather-Related Cancellations
Our Weather Guarantee
Your safety always comes first. If our professional captain judges the weather to be unsafe for navigation, we provide various alternatives:
- Full Refund: Issued when rescheduling is not an option
- Reschedule: Change your booking to a subsequent accessible date without extra costs
- Charter Credit: Offered for 12 months starting from the initial charter schedule
Weather Assessment Process
The evaluation of the weather includes:
- Review of wind speed and its bearing
- Checking sea conditions and wave magnitude
- Visibility and forecast for precipitation
- Warnings and advisories from the Coast Guard
- Safety appraisal by our professional captain
Decision Timeline: Determinations regarding weather cancellations will be finalized a minimum of 4 hours before the departure time scheduled.
Medical Emergency Refunds
Emergency Circumstances
Serious medical emergencies are unforeseeable. The following incidents could accept special concessions:
- Unanticipated injury or illness necessitating hospital admission
- Passing of a family member
- Call to military duty or urgent redeployment
- Serving jury duty or a legal summons
- Natural calamities impacting travel arrangements
Documentation Requirements
Emergency refund applications must be accompanied by:
- Hospital records or a medical certificate
- Official documentation of death (if relevant)
- Military deployment orders
- Court summons or jury duty notification
- Emergency declarations or travel warnings
Processing: Refunds for emergencies are addressed within 3-5 business days following proper documentation receipt.
Operational Cancellations
Mechanical Issues
In the event of mechanical failures with the designated vessel that are irremediable:
- Alternative Vessel: We will endeavor to supply a similar alternative
- Full Refund: Granted if no acceptable replacement is procurable
- Partial Refund: If the alternate vessel has a dissimilar pricing structure
- Compensation: Further recompense may be granted for the inconvenience caused
Crew Unavailability
In the exceptional case of an unavailable certified crew:
- A substitute crew will be sought if feasible
- Complete refund if the charter is unable to commence
- Rebooking at no surcharge
Refund Processing
Payment Method
Reimbursements will be conducted via the same payment method used for the initial booking:
- 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 requested with more than 72 hours notice
Bank Transfer Processing
A €25 charge applies to all bank transfer refund transactions
International Processing
Extra charges may be applied for international transfers
Charter Credits
When Credits Are Offered
Charter credits might be extended instead of refunds under certain circumstances:
- For cancellations that occur with less than 24 hours' notice
- When charters are canceled due to weather concerns
- If there is a request for rescheduling initiated by the customer
- Due to disruptions in operations
Credit Terms
- Validity: Effective for 12 months after date of issuance
- Transferability: Non-exchangeable and specific to the individual
- Value: Equivalent to the fullness of the chartered service value and is net of fees
- Usage: Redeemable against any charter available for booking
- Expiration: No extension past the 12-month deadline
Partial Service Refunds
Service Interruptions
If your charter experience is disrupted or shortened due to our control:
- Refund proportionate to the undelivered service time
- Future charter credit corresponding to the value of the disrupted service
- Additional complimentary services or possible upgrades
Guest-Related Interruptions
Early termination of a charter due to guest behavior or safety infractions will result in:
- No reimbursement for the remaining duration
- A requirement to settle the full payment
- Possible extra charges
Dispute Resolution
If you find a refund decision unsatisfactory, you can:
- Query a re-evaluation by our management team
- Offer more documents or proof
- Engage consumer protection organizations
- Explore legal courses as permitted by prevailing laws
How to Request a Refund
Step 1: Contact Us
Lodge a refund application through:
- Email: [email protected]
- Phone: +33 4 93 38 20 20
- Personally at our waterfront office
Step 2: Provide Information
Your refund plea should encompass:
- The reference number for your reservation
- The scheduled date and time for your charter
- The causation for cancellation
- Any backing documents, if relevant
- Your chosen mode for the refund
Step 3: Review and Processing
Our staff will confirm receipt of your inquiry within a day, assess it against this protocol, and convey a judgement within two days. If approved, we will advance the refund in accordance with the timeline specified.
Important Notes
- Refund demands must be presented in writing
- Repayments are discharged in €, independent of the initial currency used for payment
- We strongly suggest obtaining travel insurance
- This protocol might change, given a notice period of 30 days
- Reimbursements conform to applicable fiscal legislations and regulations
Contact Information
For inquiries on refunds or to request one, reach out to:
Refunds Department
MarbleWavePoint Marine Services Ltd.
Port de Cannes
Cannes 06400
France
Phone: +33 4 93 38 20 20
Email: [email protected]
Hours: From Monday to Friday, between 9:00 AM and 5:00 PM