Refund Policy
Transparent and equitable refund terms for customer assurance
Overview
At CoveLeafWander, we recognize that plans can alter and we are committed to establishing clear and straightforward refund practices. This document specifies the criteria for refund issuance regarding our yacht rental services.
Before you reserve a yacht, please examine this policy scrupulously. By reserving a rental with CoveLeafWander, you consent to the stipulations of these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete reimbursement excluding service charges
Processing Time: 5-7 business days
Processing Fee: €50 for card payments
Conditions: Must be submitted via written communication such as email or by phone
24-72 Hours Before Charter
Eligible for: Half of the total amount for charter
Processing Time: 7-10 business days
Processing Fee: €25 deduction from the refund total
Conditions: Justifiable reason mandatory; additional administrative costs incurred
Less than 24 Hours Before Charter
Eligible for: Refunds not available
Exception: Cases of urgency may be taken into consideration
Alternative: An offer of credit for future charters may be provided, subject to management's judgment
Conditions: Official proofs required for urgent matters
Weather-Related Cancellations
Our Weather Guarantee
At the forefront is safety. If charter operations are unsafe due to weather, as determined by our qualified captain, adaptable solutions are provided:
- Full Refund: If rebooking isn’t an option, a total refund is offered
- Reschedule: Change your charter to another suitable date without additional charges
- Charter Credit: Obtain a voucher good for 12 months from the initial booking date
Weather Assessment Process
The evaluation of weather involves:
- Analyzing wind vectors and intensity
- Estimating wave dimensions and maritime currents
- Forecast checking for visibility and rainfall
- Alerts and directives from the Coast Guard
- Our professional captain’s safety appraisal
Decision Timeline: Determinations regarding weather cancellations will be done no less than 4 hours prior to the scheduled departure time.
Medical Emergency Refunds
Emergency Circumstances
We acknowledge that health emergencies can arise. Cases that may warrant unique consideration encompass:
- Sudden ailments or harm requiring inpatient care
- A demise of a close family member
- Urgent military drafting or recall
- Mandatory civic service such as jury duty
- Disruptive natural events impacting travel
Documentation Requirements
For the processing of exigent reimbursement claims, the following proofs are necessary:
- A valid medical statement or hospital papers
- A death notification, if relevant
- Formal military conscription notices
- Legal mandates or jury summonses
- Notifications of travel restrictions or state emergencies
Processing: Refund requisitions due to emergencies are dealt with within 3-5 working days upon submission of the required documents.
Operational Cancellations
Mechanical Issues
Should mechanical flaws arise with your allotted vessel that cannot be swiftly remedied:
- Alternative Vessel: A similar vessel will be offered, if feasible
- Full Refund: Provided if no appropriate replacement is procurable
- Partial Refund: In case the alternate option varies in price
- Compensation: Potential supplementary offers for the inconvenience experienced
Crew Unavailability
In the uncommon instance of an unavailable certified crew:
- A substitute crew will be sought wherever achievable
- A complete refund will be issued if the charter cannot continue
- Possibility of rebooking with no extra fee
Refund Processing
Payment Method
Reimbursements will be processed back to the original form of payment:
- Credit Cards: 5-7 working days
- Bank Transfers: 7-10 working days
- Cash/Cheque: Within 3-5 business days
Processing Fees
Credit Card Processing
A €50 fee applies for cancellations with more than a 72-hour notice
Bank Transfer Processing
A €25 fee is applicable for all bank transfer reimbursements
International Processing
Additional costs may be incurred for transactions across borders
Charter Credits
When Credits Are Offered
Credits for charters may be proposed as an alternative to monetary refunds under certain scenarios:
- Dismissed reservations (less than 24 hours in advance)
- Cancellations because of the weather
- Voluntary alterations to booking dates
- Interruptions due to operations
Credit Terms
- Validity: One year from the date issued
- Transferability: Credits are non-exchangeable to others
- Value: The full worth of the charter (exempted from handling fees)
- Usage: Applicable towards any accessible yacht rental
- Expiration: Credits not extendable past a year
Partial Service Refunds
Service Interruptions
In the event that your yacht rental is disrupted or shortened due to factors under our control:
- Adjusted refund reflecting the time not utilized
- A voucher for a subsequent equivalent-value rental
- Complimentary upgrades or services
Guest-Related Interruptions
In case a yacht rental is concluded early due to actions of the guests or violations of safety protocols:
- Unutilized time will not be refunded
- Full charge for the booking remains payable
- Possible extra costs incurred
Dispute Resolution
In circumstances of disagreement with a refund determination, the following options are at your disposal:
- Appeal for reconsideration by our administrative body
- Submit further proofs or justification
- Consult consumer rights bodies for assistance
- Engage in legal proceedings in accordance with the law
How to Request a Refund
Step 1: Contact Us
File your refund petition through:
- Email: [email protected]
- Phone: +34 961 00 00 00
- Directly at our waterfront location
Step 2: Provide Information
Your request should entail:
- Verification of the booking
- Date and timing of the charter
- Reasons for cancellation
- Applicable supportive documents (if required)
- Your preferred method for refund
Step 3: Review and Processing
We'll acknowledge your claim within one day, assess it according to our policy, inform you of our decision within two days, and proceed with any authorized reimbursements in the specified timeframe.
Important Notes
- Reimbursement petitions need to be filed in writing
- This policy is enforceable for transactions in € irrespective of the original payment's currency
- We advocate for acquiring travel insurance
- Policies are subject to updates, which will be communicated 30 days prior
- Refunds adhere to the relevant fiscal standards and laws
Contact Information
Get in touch for inquiries about refunds or to initiate a refund request:
Refunds Department
CoveLeafWander Marine Services Ltd.
Marina Bay
Valencia 46024
Spain
Phone: +34 961 00 00 00
Email: [email protected]
Business hours: Monday–Friday, 9:00 AM – 5:00 PM