Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At LightHillCrest, we recognize that plans can alter, and we are committed to ensuring our refund policies are transparent and equitable. This document details the circumstances where refunds are available for our yacht charter services.
Please review this policy thoroughly prior to reserving a charter. By securing a charter with LightHillCrest, you accept and consent to these terms regarding refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full reimbursement less any processing fees
Processing Time: 5-7 working days
Processing Fee: €50 for credit card payments
Conditions: Request must be made in writing by email or telephone
24-72 Hours Before Charter
Eligible for: Half of the full charter cost
Processing Time: 7-10 working days
Processing Fee: €25 withheld from the refund amount
Conditions: A valid reason is required; administrative costs incurred
Less than 24 Hours Before Charter
Eligible for: No refunds will be provided
Exception: Cases of emergency may be taken into consideration
Alternative: Credit towards future charters may be provided at the discretion of the management
Conditions: Proof will be required for claims of emergency situations
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our utmost concern. If our certified captain determines that weather conditions pose a threat to the safety of the charter activities, we offer several alternatives:
- Full Refund: Offered when rescheduling isn’t possible
- Reschedule: Arrange for a new date without any extra charges
- Charter Credit: Issued and valid for one year from your original booking date
Weather Assessment Process
Our evaluation of weather conditions includes:
- Analyzing wind speeds and directions
- Assessing wave height and conditions at sea
- Forecasting visibility and precipitation
- Taking into account advisories and warnings from the Coast Guard
- Evaluating the professional captain’s assessment of safety
Decision Timeline: We make decisions on weather-related cancellations a minimum of 4 hours before the scheduled departure.
Medical Emergency Refunds
Emergency Circumstances
In the event of a medical emergency, we offer considerations for the following situations:
- Unexpected illness or injury that requires hospitalization
- A family member's passing
- Unanticipated military orders or duties
- Being summoned for jury duty or a subpoena
- Natural disasters impacting travel plans
Documentation Requirements
To process requests for emergency refunds, providing the following is required:
- A medical certificate or hospital records
- A death certificate if relevant
- Official orders from the military
- A jury summons or court notice
- Travel warnings or declarations of emergency
Processing: We complete emergency refund transactions within 3-5 working days after we receive all necessary documentation.
Operational Cancellations
Mechanical Issues
Should the vessel you have been allocated experience irreparable mechanical issues:
- Alternative Vessel: Our aim is to provide a comparable replacement vessel
- Full Refund: Given when no satisfactory alternative vessel is available
- Partial Refund: If the replacement vessel is of a different pricing tier
- Compensation: We might offer additional compensation for the inconvenience experienced
Crew Unavailability
In the rare instance of an unavailable certified crew:
- We will endeavor to arrange a substitute crew
- A full refund will be given if the charter cannot proceed
- Opportunity to reschedule without additional costs
Refund Processing
Payment Method
We repay funds through the same mode of payment originally used during booking:
- Credit Cards: Turnaround time of 5-7 business days
- Bank Transfers: May take 7-10 business days
- Cash/Cheque: Usually 3-5 business days for processing
Processing Fees
Credit Card Processing
€50 fee for cancellations made over 72 hours before the charter
Bank Transfer Processing
€25 fee for all refunds processed via bank transfer
International Processing
Additional charges can apply for refunds pertaining to international transactions
Charter Credits
When Credits Are Offered
In certain cases, credits for future charters can be provided instead of a refund:
- Cancellations occurring with less than 24 hours' notice
- Cancellations due to poor weather
- Requests to reschedule initiated by the client
- Any interruptions in operation
Credit Terms
- Validity: Credits are valid for a period of 12 months from the date of issue
- Transferability: Credits cannot be transferred to another person
- Value: The full value of the charter, without incurring processing costs
- Usage: Applicable towards any available charter services
- Expiration: There will be no extensions granted past the original 12 months
Partial Service Refunds
Service Interruptions
For charters that are cut short or disrupted by factors within our control:
- A refund pro-rated based on the unused portion of the charter
- Credits for a future charter of equal worth
- Offer of complimentary services or possible upgrades
Guest-Related Interruptions
If an early termination of the charter occurs due to guest actions or breaches of safety guidelines:
- No refunds will be given for the remaining time
- Full payment will still be required
- Potential for additional fees based on the specific circumstances
Dispute Resolution
Should you take issue with a decision on refunds, the following options are available:
- Seek a secondary evaluation from our management
- Submit further evidence or paperwork
- Approach consumer protection organizations for mediation
- Explore any available legal options according to the law
How to Request a Refund
Step 1: Contact Us
Initiate your refund claim through:
- Email: [email protected]
- Phone: +49 40 9999 9999
- By visiting our marina office in person
Step 2: Provide Information
Ensure that your refund request includes:
- The confirmation number for your booking
- The scheduled date and time of your charter
- The specific reason for the cancellation
- Any relevant supporting documents (if necessary)
- Your preferred method for receiving the refund
Step 3: Review and Processing
Upon receipt, our team will send an acknowledgment within 24 hours, assess your request in compliance with our policy, notify you of the decision within 48 hours, and, if approved, process the refund within the periods stipulated.
Important Notes
- All requests for refunds must be formally written
- Refunds will be issued in € even if the booking was made in a different currency
- We highly recommend purchasing travel insurance
- Our policy may be subject to changes, which will be communicated with a 30-day notice
- Refunds may be affected by relevant taxes and legal regulations
Contact Information
For inquiries or to submit a refund claim:
Refunds Department
LightHillCrest Marine Services Ltd.
Marina Point
Hamburg 20457
Germany
Phone: +49 40 9999 9999
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM