Refund Policy
Transparent and equitable refund provisions for your assurance
Overview
At SoftPaperGarden, we realize that plans may shift, and we commit to offering straightforward and candid refund practices. This document details the scenarios in which refunds might be granted for yacht rental services.
Thoroughly review this document before securing a reservation. By reserving a rental with SoftPaperGarden, you are confirming your consent to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding administrative charges
Processing Time: 5-7 business days
Processing Fee: €50 for card payments
Conditions: Request must be made through written communication such as email or telephone
24-72 Hours Before Charter
Eligible for: Half of the entire charter fee
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund total
Conditions: A legitimate reason is required; operational costs will be considered
Less than 24 Hours Before Charter
Eligible for: Refunds are not available
Exception: Cases of emergencies may be evaluated on an individual basis
Alternative: A voucher for future charter may be extended at the discretion of the management
Conditions: Adequate proof is necessary for emergency-based claims
Weather-Related Cancellations
Our Weather Guarantee
Your safety stands as our utmost concern. In instances where weather conditions are declared hazardous for sailing by our accredited captain, we propose several alternatives:
- Full Refund: Issued if rescheduling is unfeasible
- Reschedule: Postpone your yacht outing to an upcoming date without additional costs
- Charter Credit: Obtain a credit valid for one year from the initial charter date
Weather Assessment Process
Our methods for weather evaluation include:
- Analysis of wind speeds and directions
- Assessment of sea conditions and wave heights
- Forecasts for visibility and precipitation
- Advisories and alerts issued by the Coast Guard
- Critical safety assessment by a professional captain
Decision Timeline: Decisions regarding weather-based cancellations are made at least 4 hours ahead of the scheduled departure time.
Medical Emergency Refunds
Emergency Circumstances
We are cognizant that sudden medical emergencies can arise. The circumstances listed below may warrant exceptional consideration:
- Unexpected illness or injury necessitating hospitalization
- Loss of an immediate family member
- Urgent military service or recall
- Legal obligations such as jury duty or subpoenas
- Natural disasters impacting travel
Documentation Requirements
For processing refund requests related to emergencies, the following proofs are necessary:
- A medical statement or hospital reports
- Certificate of death, if relevant
- Official documentation from the military
- Legal summons to court or jury notifications
- Emergency announcements or travel advisories
Processing: We evaluate and act on emergency-related refund requests within 3-5 business days after obtaining all required evidence.
Operational Cancellations
Mechanical Issues
Should the yacht assigned to you faces irreparable mechanical challenges:
- Alternative Vessel: We will endeavor to provide a comparable yacht
- Full Refund: Offered if a similar vessel is not available
- Partial Refund: Rationed if the alternate option varies in price
- Compensation: Additional remuneration might be considered for the trouble caused
Crew Unavailability
In rare instances of crew unavailability:
- Efforts will be made to assign alternate crew members
- A full reimbursement if the trip cannot proceed
- Options to reschedule without any extra expense
Refund Processing
Payment Method
Refunds are reverted back to the same payment mode 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 revocations made over 72 hours prior
Bank Transfer Processing
€25 charge applicable to all reimbursements via bank transfers
International Processing
Extra charges might be incurred for cross-border transactions
Charter Credits
When Credits Are Offered
In certain cases, as an alternative to direct refunds, charter credits might be extended:
- Cancellation requests made with under a day's notice
- Cancellations due to adverse weather conditions
- Voluntary changes to the booking
- Unforeseen operational disruptions
Credit Terms
- Validity: Effective for a period of one year from the issuance date
- Transferability: Credits are non-transferable and must be used by the original participant
- Value: The full amount of the charter, exempt from processing costs
- Usage: Applicable towards any future charters that are available
- Expiration: Cannot be extended past the 12-month limit
Partial Service Refunds
Service Interruptions
If your charter experience is interrupted or cut short due to reasons we are accountable for:
- Reimbursement corresponding to the unutilized duration
- Credit towards a future charter equivalent in value
- Complementary services or enhancements
Guest-Related Interruptions
Early terminations of charters due to guest actions or breaches in safety:
- Unutilized charter time will not be refunded
- The full price of the charter remains payable
- Additional levies may be incurred
Dispute Resolution
In cases of disagreement regarding a refund outcome, you have the option to:
- Seek a reassessment from our executive team
- Supplement with additional documentation or elucidation
- Contact consumer protection entities for mediation
- Engage in legal action in accordance with the laws in effect
How to Request a Refund
Step 1: Contact Us
Initiate your refund petition through any of the following channels:
- Email: [email protected]
- Phone: +377 93 10 63 00
- In-person at our coastal service office
Step 2: Provide Information
Be sure to furnish your refund request with:
- Confirmation code for the booking
- Scheduled date and timing for the charter
- Causation for the cancellation
- Any relevant supporting proofs (if necessary)
- Your desired avenue for refund reimbursement
Step 3: Review and Processing
We will acknowledge your requisition within a day, evaluate it in line with our stipulated policy, conclude our decision within two days, and advance with refunds as swiftly as possible, adhering to the quoted timeframes.
Important Notes
- All appeals for refunds must be communicated in written form
- Refunds will be executed in €, independent of the initially used currency for payment
- We emphatically suggest purchasing travel insurance
- This document may be modified given a notice period of 30 days
- Refund processes are in accordance with relevant taxes and regulations
Contact Information
For any refund-related inquires or to submit a reques
Refunds Department
SoftPaperGarden Marine Services Ltd.
Port de Fontvieille
Monaco-Ville 98000
Monaco
Phone: +377 93 10 63 00
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM