Refund Policy
Unambiguous and equitable refund terms for your assurance
Overview
At ValleyStonePark, we recognize that plans can alter, and we are committed to providing transparent and equitable refund conditions. This document details the scenarios in which refunds for yacht charter services will be granted.
It is crucial to study this policy thoroughly prior to booking. When you reserve a charter with ValleyStonePark, you are confirming your agreement to these reimbursement terms.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Total refund excluding any handling charges
Processing Time: 5-7 business days
Processing Fee: €50 for transactions via credit card
Conditions: Must be formally requested through email or telephonic communication
24-72 Hours Before Charter
Eligible for: Half of the total charter price
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund amount
Conditions: A valid justification is required; administrative fees apply
Less than 24 Hours Before Charter
Eligible for: No possibility of a refund
Exception: Life emergencies may be taken into account
Alternative: Company credit might be made available at the discretion of management
Conditions: Proof required for emergency situation claims
Weather-Related Cancellations
Our Weather Guarantee
The safety of our guests is a priority. If our certified captain deems the weather conditions unsuitable for charter activities, we will provide flexible alternatives:
- Full Refund: A complete refund if it's not feasible to reschedule
- Reschedule: Change the date of your charter to another available day at no extra charge
- Charter Credit: A voucher valid for one year from the initial charter day
Weather Assessment Process
Our approach to assessing the weather includes:
- Evaluation of wind speed and direction
- Assessment of sea conditions and wave heights
- Forecast of visibility and precipitation
- Advisories and alerts from the Coast Guard
- Our professional captain’s safety judgment
Decision Timeline: Decisions to cancel due to weather are made at the latest 4 hours before the departure scheduled.
Medical Emergency Refunds
Emergency Circumstances
We comprehend that medical urgencies can arise unexpectedly. The situations below may be eligible for special consideration:
- Sudden medical condition or injury requiring hospital care
- Loss of an immediate family member
- Required military duty or immediate redeployment
- Mandatory civic duties like jury service or a legal summons
- Travel-affecting natural disasters
Documentation Requirements
For emergency refund requests, the following proof is necessary:
- Official hospital or medical documents
- Certificate of death, if it's relevant
- Military orders that are official
- Jury notice or court subpoena
- Emergency declarations or travel advisories
Processing: We will process emergency refunds within 3-5 business days after receipt of the valid documents.
Operational Cancellations
Mechanical Issues
In the case that the yacht assigned to you faces mechanical issues that cannot be fixed in a timely manner:
- Alternative Vessel: We will make an effort to provide a substitute yacht that is similar
- Full Refund: This option is available if no suitable substitution can be found
- Partial Refund: Offered if the alternate vessel is priced differently
- Compensation: We may offer additional compensation for the trouble caused
Crew Unavailability
On the rare occasion that a certified crew is not available:
- An attempt will be made to provide substitute crew members
- A full reimbursement if the charter is unable to go ahead
- The option to reschedule with no extra costs
Refund Processing
Payment Method
The method used for the original booking will be the same one we process refunds to:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
A €50 fee for cancellations requested over 72 hours before the charter
Bank Transfer Processing
A €25 handling fee for all reimbursements via bank transfer
International Processing
Additional charges may be applied for international transactions
Charter Credits
When Credits Are Offered
In some cases, credits for future charters may be proposed instead of immediate refunds:
- Late cancellation requests (under 24 hours prior)
- Cancellations due to unfavorable weather conditions
- Elective request to change booking dates
- Unanticipated operational disruptions
Credit Terms
- Validity: Credits are good for use within a year of being issued
- Transferability: Credits cannot be transferred to others
- Value: They carry the entire value of the booked charter, no fees deducted
- Usage: Credits may be used for any other available charter service
- Expiration: Credits expire after one year and cannot be extended
Partial Service Refunds
Service Interruptions
If your yacht trip is cut short or interrupted due to issues we are responsible for:
- A refund proportional to the unused portion of the service
- Credit that matches the value of the unutilized service for future use
- Possible complimentary offers or service upgrades
Guest-Related Interruptions
In the event the charter is stopped earlier than planned because of guest behavior or violation of safety guidelines:
- There will be no refund for the time not used
- The total payment for the charter remains owed
- Additional fees may be incurred
Dispute Resolution
If you don't concur with an outcome regarding a refund, you have the option to:
- Ask for a review by our senior management team
- Submit additional proofs or clarifications
- Reach out to consumer protection bodies for a resolution
- Resort to judicial proceedings as per the legal framework
How to Request a Refund
Step 1: Contact Us
Initiate your reimbursement plea via:
- Email: [email protected]
- Phone: +33 4 93 00 00 00
- Directly at our main office
Step 2: Provide Information
Ensure your request includes:
- Proof of booking such as a confirmation number
- Details of the charter including date and time
- The reason behind the cancellation
- Any relevant supporting paperwork (if needed)
- Your preference for the form of refund
Step 3: Review and Processing
Our staff will acknowledge your petition within a day, examine it against our policy, decide within two business days, and proceed with any authorized refunds promptly as stated earlier.
Important Notes
- All appeals for reimbursement must be made in a written format
- We'll process the repayments in € no matter the original currency used for payment
- We strongly recommend acquiring travel insurance
- This guideline may be revised with a notice period of a month
- Reimbursements are subject to governing taxes and norms
Contact Information
For inquiries about refund requests or to file for one:
Refunds Department
ValleyStonePark Marine Services Ltd.
Marina Point
Nice 06300
France
Phone: +33 4 93 00 00 00
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM