Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At GoldenHourDesk, we recognize that plans can change, and we aim to offer straightforward and clear refund principles. This policy details the scenarios under which refunds may be granted for yacht rental services.
It is important to understand this policy thoroughly before finalizing a reservation. By reserving a yacht with GoldenHourDesk, you consent to and accept the terms of this refund policy.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund less service charges
Processing Time: 5-7 working days
Service Charge: €50 for credit card transactions
Requirements: Must be formally requested via email or phone
24-72 Hours Before Charter
Eligible for: Half of the total charter price
Processing Time: 7-10 working days
Service Charge: €25 subtracted from the refund amount
Requirements: A valid justification is required; administrative costs may be incurred
Less than 24 Hours Before Charter
Eligible for: No reimbursement possible
Exception: Exceptions for emergency situations may be considered
Alternative: A voucher for the charter may be offered at the discretion of the management
Requirements: Emergency claims require appropriate proof
Weather-Related Cancellations
Our Weather Guarantee
Our foremost priority is safety. If the weather conditions are determined unsafe by our certified captain for the charter operations, we offer flexible alternatives:
- Full Refund: Offered when rescheduling is not a viable option
- Reschedule: Change your charter to another available date at no extra charge
- Charter Credit: Issue a voucher valid for 12 months from the original date of charter
Weather Assessment Process
The procedure for weather evaluation includes:
- Evaluation of wind velocity and patterns
- Determination of wave intensity and oceanic conditions
- Forecast of visibility and expected precipitation
- Consultation of maritime advisories and safety notices
- Professional captain's safety judgement
Decision Timeline: Resolutions regarding weather cancellations are made at least 4 hours prior to the scheduled departure.
Medical Emergency Refunds
Emergency Circumstances
We acknowledge that medical emergencies can happen. The situations below are considered for special dispensation:
- Sudden illness or injury necessitating admission to the hospital
- Loss of an immediate family member
- Urgent deployment or recall of military personnel
- Legal requirement to report for jury duty or court proceedings
- Natural catastrophes affecting travel plans
Documentation Requirements
For processing urgent reimbursement claims, please supply:
- Official medical attestation or hospital records
- Death certificate when relevant
- Documentation of military directives
- Official summons for jury service or court orders
- Travel advisories or declarations of emergency
Processing: Emergency reimbursements are handled within 3-5 working days after receiving the necessary evidence.
Operational Cancellations
Mechanical Issues
If the yacht assigned to you suffers from mechanical failures that cannot be rectified:
- Alternate Yacht: We will endeavor to arrange a similar alternative
- Full Refund: Granted when no appropriate replacement is available
- Partial Refund: If the replacement yacht differs in pricing
- Compensation: Additional compensation might be provided for any inconvenience caused
Crew Unavailability
In uncommon events where a qualified crew is unavailable:
- Substitute crew will be arranged whenever feasible
- Full refund if the charter cannot be executed as planned
- Opportunity to reschedule with no additional fees
Refund Processing
Payment Method
Refunds are transferred back to the original mode of payment used for the reservation:
- Credit Cards: 5-7 working days
- Bank Transfers: 7-10 working days
- Cash/Cheque: 3-5 working days
Processing Fees
Credit Card Processing
€50 charge for cancellations more than 72 hours ahead of time
Bank Transfer Processing
€25 charge for all bank transfer refunds
International Processing
Supplementary fees may be applicable for transactions outside the country
Charter Credits
When Credits Are Offered
In certain situations, charter vouchers may be proposed instead of reimbursements:
- For cancellations made at short notice (less than 24 hours prior)
- If weather disruptions lead to cancellations
- In case of voluntary rescheduling
- Due to disruptions in operations
Credit Terms
- Validity: Effective for 12 months from date of issuance
- Transferability: Cannot be transferred to others
- Value: Corresponds to the entire amount of the charter (exempt from service fees)
- Usage: Applicable for any accessible charter
- Expiration: Non-negotiable extension beyond 12 months
Partial Service Refunds
Service Interruptions
If your yacht outing is disrupted or curtailed due to reasons we're accountable for:
- Proportional refund reflective of the unused duration
- Voucher for a future equivalent yacht excursion
- Complimentary services or enhancements
Guest-Related Interruptions
If an outing is ended prematurely owing to guest behavior or safety infractions:
- No reimbursement for the period not utilized
- Settlement in full is still applicable
- Possible imposition of additional fees
Dispute Resolution
Should there be any disagreement with a refund assessment, you may:
- Seek a reassessment by our management team
- Present further details or proof
- Turn to consumer protection organizations for assistance
- Assert legal options as per the laws in place
How to Request a Refund
Step 1: Contact Us
Initiate your refund claim through:
- Email: [email protected]
- Phone: +377 93 10 65 00
- Directly at our waterfront office
Step 2: Provide Information
Ensure your claim includes:
- Confirmation ID of your reservation
- Date and time of your yacht booking
- The specific reason for cancelling
- Any pertinent supporting documents (if applicable)
- Your desired method for refund
Step 3: Review and Processing
Our team will acknowledge your submission within a day, evaluate it against the policy stipulations, issue a conclusion within two days, and conduct approved refund allocations within the aforementioned periods.
Important Notes
- All demands for refunds need to be articulated formally
- Refunds are managed in € irrespective of the original currency used for payment
- Purchasing travel insurance is highly advised
- This policy can be adjusted with a notice period of 30 days
- Reimbursements conform to the relevant taxes and legal stipulations
Contact Information
For inquiries about refund claims or to advance a request:
Refunds Department
GoldenHourDesk Marine Services Ltd.
Port de Monaco
Monte Carlo 98000
Monaco
Phone: +377 93 10 65 00
Email: [email protected]
Operating Hours: Monday–Friday, 9:00 AM – 5:00 PM