Refund Policy
Understandable and equitable refund terms for your convenience
Overview
At HollowTrailForge, we realize that plans can shift, and we're committed to providing clear and upfront refund guidelines. This document explains the specific scenarios that may entitle you to a reimbursement for our yacht charter services.
It's important to understand this policy thoroughly before confirming a booking. By reserving a charter with HollowTrailForge, you are agreeing to and accepting these refund conditions.
Standard Cancellation and Refund Timeline
More than 72 Hours Before Charter
Eligible for: Complete reimbursement except for service charges
Processing Time: 5-7 business days
Service Charge: €50 for credit card operations
Requirements: Must be formally requested via written communication or telephone
24-72 Hours Before Charter
Eligible for: Half of the total cost of the charter
Processing Time: 7-10 business days
Service Charge: €25 will be subtracted from the reimbursement
Requirements: Cancellation must be justified; admin fees will be incurred
Less than 24 Hours Before Charter
Eligible for: Reimbursements are not available under this condition
Exception: We may take emergency situations into account
Alternative: At management's discretion, a credit for future charters may be offered
Requirements: Proofs for emergencies must be provided
Cancellations Due to Weather
Weather Guarantee
Our foremost concern is safety. Should the conditions be classified as hazardous for navigation by our certified captain, we offer various options:
- Full Refund: Provided if rebooking is not feasible
- Reschedule: Move your charter to another suitable date at no extra charge
- Charter Credit: Offered, valid for one year from the original booking
Assessment of Weather
We evaluate weather conditions considering the following:
- Review of wind intensity and direction
- Evaluation of sea conditions and wave heights
- Precipitation and visibility forecasts
- Notices and alerts from the Coast Guard
- Safety verdict from the professional captain
Decision Timeframe: We make final calls regarding weather cancellations latest by 4 hours before the scheduled takeoff.
Reimbursements for Medical Emergencies
Qualifying Emergency Events
We sympathize with unexpected medical events. We may consider exceptional situations for refunds:
- Unanticipated hospitalization due to illness or injury
- Prompt family bereavement
- Orders for military deployment or urgent recall
- Legal summons including jury service
- Severe natural events impacting travel
Requirement for Evidence
To process requests for an emergency refund, provide the following evidence:
- Medical certification or institutional confirmation
- Evidence of familial loss, if relevant
- Military commands, if applicable
- Legal summons
- Emergency statements or travel restrictions
Processing: Emergency reimbursement requests are completed within 3-5 business days after submission of the necessary proof.
Cancellations Due to Operational Issues
Vessel Malfunctions
If your designated yacht has mechanical problems that are unsolvable:
- Replacement Vessel: We will seek a comparable alternative
- Full Refund: If an alternative is not procurable
- Proportional Refund: If the new vessel comes at a different fee
- Additional Compensation: Extra remuneration may be granted for the trouble
Unavailable Crew
In exceptional instances where a certified crew is not present:
- We will endeavour to find a substitute crew where feasible
- Entire reimbursement if the charter cannot happen
- Opportunity to reschedule with no additional fees
Method for Refund Processing
Payment Reversal
Returned amounts are remitted via the original method of payment:
- Credit Cards: 5-7 business days
- Direct Bank Returns: 7-10 business days
- Mailed Checks or Cash: 3-5 business days
Fees for Processing
Credit Card Transactions
€50 fee for cancellations more than 72 hours before
Bank Transfer Reimbursements
€25 fee for all direct bank returns
Additional Charges for International Transactions
Auxiliary fees might be levied for international dealings
Issuance of Charter Credits
Instances for Credit Allocation
In certain scenarios, we may issue a credit for future charters rather than a refund:
- Short-notice cancellations (below 24 hours)
- Weather-related changes
- User-initiated rescheduling
- Service disruptions
Rules for Credit
- Effective Period: 12 months from issuance
- Non-transferable: Credits cannot be transferred
- Worth: Covers the entire cost of the charter without fees
- Redemption: Applicable to any charter that’s available
- Expiry: No renewals after 12 months
Refunds for Partial Service
Situations of Service Disruption
If your charter is halted or curtailed due to factors we control:
- Refund calculated on the unused portion
- A credit equalling the unused service for future use
- Complimentary options or upgrades may be provided
Disruptions Caused by the Client
If the charter must end ahead of time due to the actions or safety infractions by the guest:
- No reimbursement for the remainder
- Full charge applies as booked
- Potential extra costs can be incurred
Settling Disputes Over Refunds
In case of disagreement with a refund decision, clients have the option to:
- Seek a reassessment from our upper management
- Submit more proof or clarification
- Turn to consumer protection bodies
- Explore any legal actions as permitted by law
How to Submit for a Refund
Initial Step: Get in Touch
To start the refund procedure:
- Email: [email protected]
- Phone: +377 93 10 63 00
- Or by visiting our office personally
Second Step: Present Details
Ensure your request includes:
- Confirmation code for the booking
- Date and time of the service you booked
- The reason for asking for a refund
- Any necessary supporting evidence
- Your preferred method for the refund
Final Step: Assessment and Completion
Expect acknowledgement within a day's time, the review against policy standards within two days, and provided it's approved, processing will adhere to the timelines mentioned earlier.
Additional Points of Note
- All requests for refunds need to be documented in writing
- Reimbursements are made in € regardless of the initial currency used for payment
- Purchasing travel insurance is highly recommended
- Changes to this policy will be announced 30 days prior to implementation
- Refunds are inclusive of taxes and abiding by the regulations
Contact Details
For inquiries on refunds or to process a request:
Refund Office
HollowTrailForge Marine Services Ltd.
Port de Monaco
Monte Carlo 98000
Monaco
Phone: +377 93 10 63 00
Email: [email protected]
Business Hours: Weekdays, 9:00 AM – 5:00 PM