Refund Policy

Transparent and equitable refund guidelines for your convenience

Overview

At GlassHouseGaze, we recognize that plans can alter, which is why we have established clear and equitable refund measures. This document details the scenarios under which refunds are provided for our yacht charter services.

Please review these conditions thoroughly prior to reserving. Making a reservation with GlassHouseGaze signifies your acceptance of this refund policy.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: A complete refund excluding processing fees

Processing Time: 5-7 business days

Processing Fee: €50 for credit card payments

Conditions: Requests must be submitted via written communication such as email or phone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the full charter cost

Processing Time: 7-10 business days

Processing Fee: €25 subtracted from the refund amount

Conditions: A valid justification is necessary; auxiliary charges will be applied

Less than 24 Hours Before Charter

No Refund

Eligible for: Refunds not available

Exception: Situations of exigency may be taken into consideration

Alternative: A charter credit option might be provided at the discretion of our management

Conditions: Proof of emergency is required for consideration

Weather-Related Cancellations

Our Commitment to Safe Weather Conditions

Your safety remains our utmost concern. If the weather is deemed to compromise the safety of the charter activities by our licensed captain, we present adaptable alternatives:

  • Full Refund: If rescheduling the charter isn't feasible, we offer a full refund
  • Reschedule: We will rearrange your charter to the nearest available slot without any extra costs
  • Charter Credit: We will provide a voucher valid for one year from the initial charter date

Process for Evaluating Weather Conditions

We determine weather safety by analyzing:

  • Patterns and speed of the wind
  • Sea conditions and wave height
  • Visibility levels and forecasted precipitation
  • Advisories and warnings from the Coast Guard
  • Our captain’s specialist safety assessment

Timing for Weather Decisions: Decisions on weather-related cancellations are made at most 4 hours before the departure time.

Refunds for Medical Emergencies

Unexpected Medical Events

We understand unforeseen medical emergencies can arise. The situations below may warrant special refund consideration:

  • Immediate hospitalization due to illness or injury
  • Passing of a close family member
  • Urgent military orders or summons
  • Legal obligations such as jury duty or subpoenas
  • Travel-impacting natural disasters

Requirements for Documentation

To process requests for emergency refunds, please present:

  • Medical records or hospital statements
  • Death notice, if relevant
  • Formal military directives
  • Legal summonses or notices for jury service
  • Travel warnings or state of emergency announcements

Handling Emergency Refunds: Refunds related to emergencies will be addressed within 3-5 business days following the provision of the necessary documentation.

Cancellations Due to Operational Reasons

Technical Difficulties with Vessel

If the yacht allocated to you faces insurmountable mechanical issues:

  • Substitute Vessel: We will aim to offer a comparable replacement
  • Full Refund: Guaranteed if a substitute cannot be provided
  • Partial Refund: Applicable if the substitute vessel varies in cost
  • Additional Compensation: We may propose additional recompense for any inconveniences

Inability of Crew to Perform

In the unlikely event that a certified crew is not available:

  • A substitute crew will be sourced if possible
  • Full refund will be issued if the charter is unable to proceed
  • No-cost rescheduling will be offered

How Refunds are Processed

Method of Reimbursement

Refunds are reverted to the initial mode of payment:

  • Credit Cards: Within 5-7 business days
  • Bank Transactions: Within 7-10 business days
  • Physical Currency/Check: Within 3-5 business days

Fees Associated with Processing

Credit Card Procedures

A €50 fee is applicable for cancellations occurring more than 72 hours in advance

Bank Transfer Operations

Each bank transfer refund incurs a €25 charge

Overseas Transactions

Extra charges may apply for international payments

Issuing of Charter Credits

Circumstances for Credit Issuance

In specific scenarios, charter credits may be given instead of refunds:

  • Cancellations within less than 24 hours
  • Charter cancellations driven by weather
  • Voluntary requests for rescheduling
  • Disruptions to charter operations

Conditions of Credit

  • Validity: Remains effective for a year from the issuance date
  • Transferability: Cannot be transferred to others
  • Value: Corresponds to the full charter value, inclusive of processing fees
  • Application: Usable towards any available yachts for charter
  • Expiry: No extensions post the 12-month timeframe

Compensation for Incomplete Services

Interruptions in Service

Should your charter experience interruptions or early termination due to our control:

  • A calculated refund based on the unused portion
  • A credit equal in value for a future charter
  • Complimentary additional services or upgrades

Disruptions Attributed to Guests

In cases where a charter is prematurely terminated due to guest behaviors or violations of safety:

  • No refund will be offered for the time unused
  • The entire fee is still chargeable
  • Extra fees may be levied

Resolving Discrepancies

If you find yourself at odds with a refund assessment, you have several options:

  • Appeal to our management for reconsideration
  • Supply more evidence or paperwork
  • Seek assistance from consumer advocacy groups
  • Legal recourse according to the laws in force

Procedure for Refund Requests

Step 1: Reaching Out

To initiate a refund, please reach out through:

Step 2: Furnishing Details

Your refund claim should include:

  • Confirmation number of your booking
  • Details on charter date and time
  • Justification for cancelling
  • Any supporting documents (if needed)
  • Chosen method for refund

Step 3: Evaluation and Follow-up

We will confirm receipt of your request within a day, examine it against our policy, share our resolution within two days, and proceed with any approved refund as per the outlined durations.

Crucial Points

  • All applications for refunds need to be made in writing
  • Refunds are issued in € irrespective of the original payment's currency
  • Purchasing travel insurance is highly endorsed
  • The contents of this policy may be modified given a notice period of 30 days
  • Refunds adhere to relevant taxes and legal stipulations

Contact Details

Should you have inquiries on refunds, or if you'd like to initiate a refund, please contact:

Refund Services
GlassHouseGaze Marine Enterprises Ltd.
Marina Point
Hamburg 20459
Germany

Phone: +49 40 123456
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Revised: June 15, 2027

This refund procedure aims for fairness and straightforwardness. We urge you to familiarize yourself with these norms ahead of booking and pose any questions you might have to us.