Refund Policy
Transparent and equitable refund terms to ensure your comfort
Overview
At CompassLightHill, we are aware that plans may alter and offer clear refund guidelines as a result. This policy provides the criteria for issuing refunds for yacht chartering services.
Before you make a reservation, please acquaint yourself with this policy. By reserving a charter with CompassLightHill, you are confirming your acceptance of these conditions for refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding service charges
Processing Time: 5-7 business days
Service Charge: £50 for card transactions
Conditions: Must be submitted in writing by email or phone
24-72 Hours Before Charter
Eligible for: Half of the total cost of the charter
Processing Time: 7-10 business days
Service Charge: £25 subtracted from the refund
Conditions: A valid reason is required; administrative expenses may be incurred
Less than 24 Hours Before Charter
Eligible for: No refunds granted
Exception: Exceptional circumstances might be taken into account
Alternative: Charter credit might be offered at the discretion of our management
Conditions: Supporting documentation required for emergency situations
Weather-Related Cancellations
Our Weather Guarantee
The safety of our guests is paramount. If, according to our certified captain, the weather is unfit for sailing activities, we present several alternatives:
- Full Refund: A complete reimbursement if rescheduling is unfeasible
- Reschedule: You may change your sailing date to the next one available at no extra expense
- Charter Credit: A credit valid for a year from the original date of your booking
Weather Assessment Process
Weather evaluations involve:
- A study of wind velocities and orientations
- Assessment of the wave height and maritime conditions
- Visibility and rain predictions
- Maritime advisories and danger notifications
- A seasoned captain's assessment of safety concerns
Decision Timeline: The choice to cancel due to weather is made at a minimum of 4 hours prior to the scheduled-departure time.
Medical Emergency Refunds
Emergency Situations
We recognize that medical emergencies may arise unexpectedly. Such cases might be subject to special consideration:
- Abrupt medical conditions or accidents needing hospital stays
- Passing of a close family member
- Enforced military duties or sudden recalls
- Mandatory juror service or legal orders
- Natural disasters obstructing your journey plans
Providing Proof
For consideration of emergency compensations, please supply the following:
- Official medical records or hospital documentation
- Certified death notice (if pertinent)
- Military order notices
- Legal summons or mandatory service notices
- Public announcements or emergency commands impacting travel
Processing: We process emergency remunerations within 3-5 working days following the receipt of all necessary papers.
Operational Cancellations
Mechanical Failures
Should the designated vessel encounter unfixable mechanical problems:
- Alternate Vessel: We'll endeavor to arrange a vessel of similar quality
- Complete Refund: In case no acceptable replacement can be found
- Partial Refund: If the replacement vessel varies in fee
- Compensation: We may offer additional reimbursement to address any unease caused
Crew Nonavailability
On rare occasions, if the certified crew is unavailable:
- A substitute crew will be arranged if feasible
- A total refund if the charter is not executable
- Reschedule without incurring additional charges
Refund Processing
Reimbursement Method
Refunds are reverted back through the original method of payment:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash or Cheque: 3-5 business days
Service Fees
Credit Card Transactions
£50 fee for rescissions more than 72 hours prior
Bank Transfer Handling
£25 fee for every bank transfer reimbursement
International Operations
Supplementary fees might apply for transactions across borders
Charter Credits
Instances Where Credits Are Issued
Under certain scenarios, charter credits may be provided as a substitute for refunds:
- Late terminations (under 24 hours notice)
- Postponements due to weather
- Voluntary requests to defer booking times
- Unplanned operational hurdles
Credit Conditions
- Validity: Credible for one year from the date of issue
- Transferability: Nonexchangeable with other entities
- Value: Reflects the complete value of the charter (excluding service charges)
- Application: Applicable to any accessible charter
- Expiration: No extension past the 12-month mark
Refunds for Incomplete Services
Disruptions to Services
If your sailing experience is halted or curtailed due to our manageability:
- Refund in proportion to the time not utilized
- Credit equivalent to a future sailing of the same cost
- Additional complimentary amenities or upgrades
Guest-Caused Interruptions
In the event of a prematurely ceased charter due to guest behavior or breaches of safety protocol:
- No remittance for the period left unused
- Complete charges are still obligable
- Potential added penalties
Dispute Resolution
If you find a refund resolution unsatisfactory, you are invited to:
- Call for a reassessment by our executive team
- Submit additional proofs or details
- Seek mediation through consumer help organizations
- Resort to the legal remedies permissible under the law
Procedure for Refund Enquiries
Step 1: Contact Our Team
Send us your refund inquiry through:
- Email: [email protected]
- Phone: +44 20 8123 4567
- Directly at our base of operations
Step 2: Furnish Details
Your application should include:
- Your booking reference code
- Date and time of your charter
- Reason behind the cancellation
- Relevant support documents (where necessary)
- How you would prefer your refund
Step 3: Verification and Execution
Our personnel will acknowledge your application within a day, assess it in light of this guideline, reach a verdict within 48 hours, and disburse settlements within the documented time periods.
Vital Details
- All applications for reimbursements must be in written form
- Refunds proceed in £ regardless of the initial currency used
- It is highly recommended you get travel insurance
- This arrangement can be modified upon a 30 days’ notice
- Reimbursements comply with applicable financial regulations and taxes
Reaching Us
For further details on refunds or to forward a refund application:
Refund Operations
CompassLightHill Marine Solutions Ltd.
Marina Point, Docklands
London E14 9XD
United Kingdom
Phone: +44 20 8123 4567
Email: [email protected]
Timing: Monday–Friday, 9:00 AM – 5:00 PM