Refund Policy
Straightforward and equitable refund terms for your reassurance
Overview
At PebbleParkHome, we recognize that plans can change, and our aim is to offer transparent and just refund policies. This document provides the criteria for providing refunds on yacht charter services.
It's important to familiarize yourself with this policy prior to booking. When you book with PebbleParkHome, you are expressing acceptance of these refund conditions.
Standard Cancellation and Refund Schedule
Over 72 Hours Prior to Charter
Entitled to: Complete refund minus service charges
Transaction Period: 5-7 working days
Service Charge: €50 applicable to card payments
Requirements: Must be officially requested through email or telephone
Between 24 and 72 Hours Prior to Charter
Entitled to: Half of the charter price
Transaction Period: 7-10 working days
Service Charge: €25 extracted from the refund
Requirements: A valid reason is necessary; includes additional administrative charges
Less Than 24 Hours Prior to Charter
Entitled to: No return of payment is available
Exceptions: Emergency instances may be taken into consideration
Alternative: Vouchers for future charters may be granted at the decision of management
Requirements: Documentation is necessary for emergency-related claims
Weather-Related Cancellations
Our Commitment to Safety
We prioritize safety above all else. If adverse weather conditions are deemed unsuitable for sailing by our licensed captain, we present several options:
- Complete Refund: When another booking date isn't an option
- Rescheduling: Transfer your booking to another date at no extra charge
- Charter Voucher: Voucher valid for a year from the starting charter date
Procedure for Weather Evaluation
Our weather analysis encompasses:
- Evaluating wind conditions
- Sea status and wave measurements
- Forecast for visibility and precipitation levels
- Coastal advisories and alerts
- Captain’s safety assessment
Decision Timescale: Determinations regarding weather cancellations are made at the latest 4 hours prior to the charter's start.
Medical Emergency Refunds
Consideration for Emergencies
We are conscious of the unpredictability of health emergencies. The following are circumstances that may be eligible for a special refund assessment:
- Sudden medical conditions or injuries needing hospital admission
- A close relative’s passing
- Military orders or unforeseen recall
- Compulsory jury service or legal summons
- Major events impeding travel
Required Proof
For processing an emergency-based refund, the following proof is needed:
- Medical validation or admission records from hospital
- Official death record (where applicable)
- Formal military commandments
- Legal summons or jury notice
- Travel alerts or emergency warnings
Refund Timing: Requests for emergency refunds are completed within 3-5 business days after presenting adequate documents.
Operational Cancellations
Technical Problems with the Vessel
In the occurrence that the designated yacht is mechanically unfit and the issue cannot be rectified:
- Substitute Vessel: A comparable yacht will be offered when possible
- Fully Refunded: If no appropriate substitute is available
- Partial Reimbursement: If there is a price difference with the alternate vessel
- Compensation: Additional recompense may be considered for the inconvenience caused
Crew Unavailability
On the rare occasion that we cannot provide the booked crew:
- An alternative crew will be arranged where possible
- Fully refunded if the charter can't go ahead
- Options to reschedule without additional fees
Refund Processing
Reimbursement Method
Refunds will be given via the original method used for the booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Charges
Credit Card Transactions
€50 fee for cancellations processed more than 72 hours ahead of time
Bank Transfer Reimbursements
€25 fee applied to all bank transfer repayments
Global Transactions
Extra charges might be incurred for international operations
Charter Vouchers
Scenarios Driven by Vouchers
Charter vouchers could be presented as a substitute for refunds under these circumstances:
- Late cancellations (within 24 hours of the charter)
- Inclement weather cancellations
- Customer-initiated reschedule requests
- Disruptions in operation
Voucher Details
- Validity Period: 12 months from date of issuance
- Non-Transferrable: Cannot be transferred to others
- Amount: Valued at the full cost of the charter (excludes service charges)
- Utilization: Redeemable for any open charter bookings
- Expiry: Not extendable beyond a year
Partial Service Refunds
Interruption of Service
If your experience is halted or cut short due to factors we control:
- A proportional refund based on the unspent portion of the charter
- Future charter credits of equivalent value
- Complimentary additional services or upgrades may be offered
Disruptions Caused by Guests
In case an experience is prematurely ended due to guest behavior or breach of safety norms:
- No refund for the remaining duration
- The total payment is expected to be met
- Penalties may apply
Contestation of Refunds
If there is any disagreement over a refund judgment, you have options:
- Challenge the decision by asking for an assessment from our management
- Submit further supporting evidence
- Engage with consumer protection agencies for resolution
- Legal channels may be pursued according to the law
Method for Refund Application
Step 1: Get in Touch
Claim your refund through:
- Email: [email protected]
- Phone: +49 40 99999
- Directly at our waterfront office
Step 2: Present Details
Your refund request must include:
- Confirmation code of the booking
- Details on the charter date and time
- Cancellation reasoning
- Relevant supporting documents (if pertinent)
- Preferred method of reimbursement
Step 3: Confirmation and Execution
We confirm receiving your request within a day, assess it against our policy, communicate our decision within two days, and proceed with authorized refunds according to the specified time periods.
Crucial Points
- All refund applications must be made in writing
- Refunds are executed in €, despite the original currency used for payment
- It is recommended to consider travel insurance
- This policy can be modified with a 30-day pre-notice
- Refunds are influenced by relevant taxes and regulations
Contact Information
For inquiries regarding refunds or to put forth a claim:
Refunds Office
PebbleParkHome Marine Services Limited
Marina Point
Hamburg 20459
Germany
Phone: +49 40 99999
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM