Refund Policy

Transparent and equitable refund terms for your comfort

Overview

At RiverStoneCanvas, we recognize that situations may change, and we are committed to offering transparent and equitable refund policies. This policy provides the guidelines under which refunds may be granted for our yacht charter services.

Please examine this policy thoroughly before confirming a booking. By reserving a charter with RiverStoneCanvas, you accept and agree to these terms for refunds.

Standard Cancellation and Refund Procedure

More than 72 Hours Before Charter

100% Refund

Qualifies for: Complete refund less any transaction fees

Processing Period: 5-7 working days

Transaction Fee: €50 for credit card payments

Requirements: Must be submitted via written request through email or a telephone call

24-72 Hours Before Charter

50% Refund

Qualifies for: Half of the total charter cost

Processing Period: 7-10 working days

Transaction Fee: €25 deducted from the refund amount

Requirements: A valid cause is necessary; certain administrative charges may apply

Less than 24 Hours Before Charter

No Refund

Qualifies for: Refunds are not available

Exception: Instances of emergency may be looked into

Alternative: A charter credit may be provided at the discretion of the management

Requirements: Supporting evidence required for emergency claims

Weather-Related Cancellations

Our Weather Guarantee

Ensuring safety is our greatest concern. Should weather conditions be deemed unsafe for charter operation by our accredited captain, we offer several flexible alternatives:

  • Complete Refund: A full refund if scheduling another date is not feasible
  • Rescheduling: Reschedule your charter to an alternative available date without extra charges
  • Charter Credit: Issue a credit that's valid for one year from the original charter date

Assessment of Weather Conditions

The weather evaluation encompasses:

  • Analysis of wind speed and direction
  • Assessment of wave heights and sea conditions
  • Forecast of visibility and precipitation
  • Advisories and warnings by the Coast Guard
  • Professional captain's evaluation of safety

Timing for Decisions: Determinations on weather cancellations are made no later than 4 hours preceding the planned departure time.

Medical Emergency Refunds

Situations of Emergency

We comprehend that medical urgencies can occur. Special considerations may be given to the following situations:

  • Sudden medical condition or injury necessitating hospitalization
  • Loss of an immediate family member
  • Urgent military deployment or recall
  • Required jury duty or court subpoena
  • Natural disaster impacts on travel

Documentary Evidence

For considering emergency refund requests, please submit:

  • Medical documentation or a hospital certificate
  • Death certificate, if pertinent
  • Documentation of military orders
  • Notice of jury duty or subpoena
  • Emergency declarations or travel advisories

Refund Processing: Emergency refunds are handled within 3-5 working days once appropriate evidence is provided.

Operational Cancellations

Technical Difficulties

If the vessel you have been assigned encounters technical issues that are not promptly solvable:

  • Substitute Vessel: Our endeavor is to offer an equivalent alternative
  • Entire Refund: In the absence of a suitable alternative
  • Partial Refund: If the substitute vessel varies in price
  • Compensation: Additional recompense may be proposed for the inconvenience

Unavailability of Crew

In the uncommon instance that a certified crew is not available:

  • Efforts to find an alternative crew will be made when feasible
  • Full refund if the charter cannot be carried out
  • Option to reschedule without incurring extra costs

Method for Refund Processing

Method of Payment

Refunds will be returned through the same payment method that was used for the original booking:

  • Payment Cards: 5-7 business days
  • Direct Bank Transfers: 7-10 business days
  • Cash or Cheque: Within 3-5 business days

Fees for Processing

Payment Card Handling

€50 fee for cancellations more than 72 hours before

Bank Transfer Handling

There's a €25 fee for all bank transfer refunds

International Handling

Extra charges may apply to international transactions

Issuance of Charter Credits

Conditions for Credit Issuance

Charter credits might be issued as an alternate to refunds under certain situations:

  • Last-minute cancellations (within 24 hours)
  • Cancellations tied to weather conditions
  • Voluntary requests to reschedule
  • Operational disruptions

Terms for Credits

  • Applicability: One year from the issuance date
  • Non-Transferable: Credits cannot be transferred to others
  • Value: Equivalent to the full value of the charter (excludes processing fees)
  • Application: Credits may be used for any future charter
  • Expiration: Credits are non-extendable past the 12-month period

Refunds for Partial Services

Interruption of Services

If your charter is interrupted or concludes earlier than stated due to our factors within control:

  • A refund proportional to the unutilized duration
  • Credit valid for a future charter of equivalent value
  • Add-on services or upgrades at no additional charge

Disruptions Related to Guests

In the event of a charter concluded prematurely because of conduct by guests or safety infractions:

  • No reimbursement for the remaining time not used
  • Full payment is still required
  • Potential additional charges might be incurred

Resolving Disputes

If there are disagreements with a decision on a refund, you have the right to:

  • Request reconsideration by our higher management
  • Submit further information or proof
  • Seek intermediary solutions via consumer rights organizations
  • Consider legal courses as provided by relevant legislation

Steps for Requesting a Refund

Initial Step: Get in Touch

Send in your reimbursement request through:

Following Step: Provide Full Details

Your submission should encompass:

  • Confirmation number of your booking
  • Scheduled charter date and time
  • Explanation for canceling
  • Any relevant accompanying documentation (if applicable)
  • Desired method for refunding

Final Step: Evaluation and Handling

Our personnel will acknowledge your petition within one day, review against this policy, offer a verdict within two days, and initiate approved reimbursements within the specified periods.

Crucial Aspects

  • All refund applications are required to be presented in written form
  • Refunds are processed in € regardless of the currency used initially
  • Purchasing travel insurance is highly suggested
  • This protocol is subject to modification with prior notice of 30 days
  • Refunds are in accordance with prevailing taxes and legal stipulations

Contact Info

For inquiries or to request a refund:

Refunds Department
RiverStoneCanvas Marine Services Ltd.
Marina Point
Valencia 46024
Spain

Phone: +34 961 00 00 00
Email: [email protected]
Business hours: Monday to Friday, from 9:00 AM to 5:00 PM

Last Updated: September 23, 2028

This policy for refunds has been crafted to be clear and equitable. We urge you to carefully consider these terms before making a reservation and to reach out to us for any clarifications.