Refund Policy

Unambiguous and equitable refund terms for your comfort and security

Overview

At MirrorCrestPoint, we recognize that plans can shift, and we are committed to providing clear and forthright refund guidelines. This document details the criteria under which refunds may be given for yacht rental services.

Ensure to review this policy thoroughly prior to reserving a service. When you reserve a yacht with MirrorCrestPoint, you are confirming that you understand and consent to these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete refund excluding processing costs

Processing Time: 5-7 working days

Processing Fee: €50 for transactions via credit card

Conditions: Must be demanded through written means such as email or phone communication

24-72 Hours Before Charter

50% Refund

Eligible for: Half the total cost of the yacht hire

Processing Time: 7-10 working days

Processing Fee: €25 withheld from the reimbursement

Conditions: Justifiable rationale required; handling costs will be applied

Less than 24 Hours Before Charter

No Refund

Eligible for: Refunds are not provided

Exception: Consideration given to unforeseen emergencies

Alternative: Credit towards a yacht booking may be granted at the discretion of the management

Conditions: Proof is necessary for emergency claims

Weather-Related Cancellations

Our Weather Guarantee

Your security is our highest concern. Should our certified captain find weather conditions unsafe for cruising:

  • Full Refund: Offered when rescheduling is not a viable option
  • Reschedule: We will find an alternative date for the charter at no additional cost
  • Charter Credit: A voucher that's valid for one year from the date of the original reservation

Weather Assessment Process

We evaluate the weather by looking at various factors:

  • An assessment of the wind's strength and direction
  • The height of the waves and overall sea conditions
  • Visibility and upcoming rain predictions
  • Notices and warnings from the Coast Guard
  • A safety assessment from our experienced captain

Decision Timeline: The determination to cancel due to weather will be made no later than four hours before the planned departure time.

Medical Emergency Refunds

Emergency Circumstances

Medical emergencies are understandable, and specific scenarios could be eligible for special consideration:

  • Sudden medical conditions or accidents requiring immediate hospital care
  • A family bereavement
  • Unexpected military service or recall
  • Jury summons or a subpoena to appear in court
  • Travel disruptions caused by natural disasters

Documentation Requirements

Documentation needed for processing these exceptional refund requests:

  • A health practitioner's note or hospital paperwork
  • Official proof of passing, if that is the circumstance
  • Military deployment orders
  • Jury or court summons
  • Advisories or declarations of emergency impacting travel

Processing: Upon receiving the required evidence, emergency reimbursements will be handled within 3-5 business days.

Operational Cancellations

Mechanical Issues

Should the hired yacht face irreparable mechanical issues:

  • Alternative Vessel: We will strive to arrange a similar alternative
  • Full Refund: Issued in the absence of an appropriate replacement
  • Partial Refund: Given when the replacement vessel has different fees
  • Compensation: We may offer additional compensation for the inconvenience

Crew Unavailability

On the rare occasion that a certified crewmember is not available:

  • An alternative crew will be found whenever possible
  • A full return of payment if the charter is unable to proceed
  • Options to reschedule with no extra charge

Refund Processing

Payment Method

All payments are refunded to the original payment method:

  • Credit Cards: Within 5-7 business days
  • Bank Transfers: 7-10 business days to process
  • Cash/Cheque: Processed in 3-5 business days

Processing Fees

Credit Card Processing

€50 fee for cancellations that occur over 72 hours from the start date

Bank Transfer Processing

€25 fee applies to all refunds through bank transfer

International Processing

For international transactions, additional charges may be incurred

Charter Credits

When Credits Are Offered

Charters credits can be issued under certain conditions instead of refunds:

  • Late cancellations (under 24 hours notice)
  • Cancellations due to weather conditions
  • Voluntary changes made by the customer
  • Unforeseen operational disruptions

Credit Terms

  • Validity: Credits must be used within 12 months of issuing
  • Transferability: Credits are non-exchangeable to other individuals
  • Value: Equal to the full value of the charter without deductions for processing fees
  • Usage: Applicable to any available yacht booking
  • Expiration: Credits cannot be extended past the 12-month limit

Partial Service Refunds

Service Interruptions

If the yacht rental experience is cut short due to issues we control:

  • A proportional refund based on the unutilized portion
  • An equal credit for a future service
  • Complimentary benefits or service upgrades

Guest-Related Interruptions

In case the service ends prematurely due to guests' actions or breaching safety rules:

  • No repayment for the remaining unused time
  • Full payment remains obligated
  • Extra charges may be levied

Dispute Resolution

Should you find the refund decision unsatisfactory, you may:

  • Ask for a reconsideration from our management
  • Submit further proof or clarification
  • Appeal to consumer protection entities
  • Seek judicial measures as permissible by the law

How to Request a Refund

Step 1: Contact Us

To proceed with your refund, reach out to us via:

Step 2: Provide Information

For your refund application, include the following details:

  • Confirmation code of the booking
  • Date and time of the yacht service
  • Cancellation reason
  • Any supportive documents, if relevant
  • Which refund method you prefer

Step 3: Review and Processing

We will confirm receipt of your application within a day, evaluate it based on this document, offer a verdict within two days, and handle any approved refunds within the mentioned timelines.

Important Notes

  • Refund applications must be made in written form
  • Refunds are executed in €, regardless of the billing currency
  • Securing travel insurance is highly advised
  • This policy may be adjusted given thirty days notice
  • Refunds adhere to relevant tax laws and regulations

Contact Information

Should you have inquiries regarding refunds or wish to apply for one:

Refunds Department
MirrorCrestPoint Marine Services Ltd.
Marina Point
Hamburg 20457
Germany

Phone: +49 40 9999 9999
Email: [email protected]
Operational Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Revised: August 4, 2027

This reimbursement policy aims to be both transparent and fair. Before confirming your reservation, kindly inspect these conditions attentively and do hasten to reach out should you have queries.