Refund Policy
Transparent and straightforward refund terms for your comfort
Overview
At SmallCraftsRoom, we recognize that situations can alter, and our aim is to maintain transparent and impartial refund policies. This document details the specific scenarios under which refunds can be provided for yacht rental services.
Prior to reserving a charter, please review these policies thoroughly. By finalizing a charter booking with SmallCraftsRoom, you are confirming acceptance of these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund with the exclusion of processing charges
Processing Time: 5-7 working days
Processing Fee: €50 for card payments
Conditions: Cancellation requests must be submitted in writing either by email or phone
24-72 Hours Before Charter
Eligible for: Fifty percent of the full charter expense
Processing Time: 7-10 business days
Processing Fee: €25 deducted from refund total
Conditions: A legitimate reason is required; administrative costs will be deducted
Less than 24 Hours Before Charter
Eligible for: No refunds will be provided
Exception: Consideration for urgent circumstances can be given
Alternative: A charter credit might be extended at the discretion of the management
Conditions: Evidence is necessary for claims related to emergencies
Weather-Related Cancellations
Our Weather Guarantee
Your safety is paramount. If conditions are assessed as unsafe by our certified captain for sailing, we present various alternatives:
- Full Refund: If rearranging is unfeasible, a full refund is given
- Reschedule: Reschedule to a forthcoming available slot without additional charges
- Charter Credit: Acquire a voucher valid for one year from the initial charter date
Weather Assessment Process
The weather evaluation includes:
- Analyzing wind velocity and orientation
- Measurement of swell height and maritime state
- Predictions of visibility and precipitation
- Directives and alerts from the Coast Guard
- Captain's expert safety judgement
Decision Timeline: Judgments related to weather cancellations are made not later than 4 hours before scheduled departure.
Medical Emergency Refunds
Emergency Circumstances
We are sympathetic to the fact that medical crises can occur unexpectedly. The situations below may be eligible for special consideration:
- An abrupt ailment or injury demanding hospitalization
- Death within the immediate family
- Mandatory military service or urgent recall
- Jury service or court obligations
- Calamities affecting travel plans
Documentation Requirements
Documentation is required for the consideration of refunds due to emergencies:
- A medical certificate or hospital reports
- Death certificate, if relevant
- Documented military instructions
- Legal summons or jury notification
- Official travel warnings or disaster declarations
Processing: Refunds associated with emergencies are executed within 3-5 working days following the receipt of proper evidence.
Operational Cancellations
Mechanical Issues
If the designated vessel faces irreparable mechanical issues:
- Alternative Vessel: An effort will be made to supply a similar substitute yacht
- Full Refund: In the absence of an acceptable alternative
- Partial Refund: Adjusted refund if the replacement yacht differs in price
- Compensation: Additional compensation for the inconvenience may be offered
Crew Unavailability
Although rare, if the certified crew is unavailable:
- A substitute crew is arranged whenever possible
- A total refund if the trip cannot proceed
- An option to reschedule without extra charges
Refund Processing
Payment Method
Refunds are credited back to the initial method of payment used at the time of booking:
- Credit Cards: Timeframe of 5-7 business days
- Bank Transfers: Timeframe of 7-10 business days
- Cash/Cheque: Timeframe of 3-5 business days
Processing Fees
Credit Card Processing
A €50 fee for cancellations more than 72 hours prior
Bank Transfer Processing
A €25 fee for all bank transfer refunds
International Processing
Extra fees may be applicable for international refund transactions
Charter Credits
When Credits Are Offered
Crediting options might be proposed as a refund alternative in certain cases:
- For cancellations closer than 24 hours to the charter time
- In events of weather-related cancellations
- For voluntary rescheduling
- Due to disruptions in operations
Credit Terms
- Validity: Active for a year from the date of issuance
- Transferability: Credits cannot be transferred to other individuals
- Value: Equivalent to the complete charter expense minus processing costs
- Usage: Applicable to any upcoming charters
- Expiration: Not extendable after 12 months
Partial Service Refunds
Service Interruptions
If a charter is disrupted or curtailed due to controllable factors:
- Refund based on unused portion of the charter
- Credit for a future trip of similar value
- Offers of complimentary upgrades or services
Guest-Related Interruptions
In the event of an early termination caused by guests' behavior or breaching safety regulations:
- No reimbursements for the unfinished segment
- Full payment is still required
- Possibility of extra fees
Dispute Resolution
If a refund decision is not to your satisfaction, you have the following recourse:
- Enquire a reassessment by our administrative team
- Supply extra substantiation or facts
- Engage with consumer protection entities
- Explore legal routes as permissible by law
How to Request a Refund
Step 1: Contact Us
To start your refund application, contact us through:
- Email: [email protected]
- Phone: +377 98 06 36 36
- In-person discussions at our maritime headquarters
Step 2: Provide Information
Include the undermentioned details in your refund claim:
- Confirmation number of the booking
- Date and time of the yacht charter
- Cancellation cause
- Any supportive documents (as necessary)
- Your preferred mode for the refund
Step 3: Review and Processing
Our staff will acknowledge receipt of your refund claim within 24 hours, evaluate it against the policy’s standards, and determine within 48 hours. If approved, refunds will be executed within the mentioned deadlines.
Important Notes
- All claims for refunds should be presented in writing
- Refunds will be dealt with in €, regardless of the initial payment currency
- Purchasing insurance for travel is highly recommended
- Amendments to this document may occur with a 30-day forewarning
- All refunds will comply with the relevant taxes and legal regulations
Contact Information
For inquiries relevant to refunds or to submit a refund application:
Refunds Department
SmallCraftsRoom Marine Services Ltd.
Port de Monaco
Monte Carlo 98000
Monaco
Phone: +377 98 06 36 36
Email: [email protected]
Office Hours: Monday–Friday, 9:00 AM – 5:00 PM