Refund Policy
Transparent and straightforward refund terms for your assurance
Overview
At BlueStoneGarden, we recognize that situations may vary, and we commit to providing clear and just refund procedures. This document presents the conditions when refunds can be granted for our yacht charter services.
It is important to thoroughly review this policy prior to securing a reservation. By reserving a charter with BlueStoneGarden, you are confirming your acceptance of these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding transaction fees
Processing Time: 5-7 working days
Processing Fee: €50 for credit card payments
Conditions: Must be formally requested via electronic mail or telephone
24-72 Hours Before Charter
Eligible for: Half of the total charter expense
Processing Time: 7-10 working days
Processing Fee: €25 subtracted from the refund
Conditions: A valid motive is necessary; administrative charges apply
Less than 24 Hours Before Charter
Eligible for: Refunds are not available
Exception: Consideration given to urgent circumstances
Alternative: Charter credit might be provided at the discretion of the management
Conditions: Emergency cases must be substantiated with documents
Weather-Related Cancellations
Our Weather Guarantee
Our principal concern is safety. If our certified captain concludes that weather poses a danger to charter operations, we offer several alternatives:
- Full Refund: Offered when rescheduling is not an option
- Reschedule: Adjust your charter to another suitable date without extra charges
- Charter Credit: Issued and valid for a year from the initial charter date
Weather Assessment Process
The parameters for our weather assessment involve:
- Evaluating wind speeds and directions
- Considering wave heights and ocean conditions
- Forecasting visibility and precipitation
- Checking Coast Guard advisories and alerts
- A safety overview from our professional captain
Decision Timeline: Resolutions on weather cancellations are made at least 4 hours prior to the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We are sympathetic to unforeseen medical emergencies. Situations that may merit special consideration include:
- Sudden medical conditions or injuries that necessitate hospital care
- Passing of a direct family member
- Urgent military deployment or recall
- Receiving a jury duty summons or court order
- Natural calamities that disrupt travel
Documentation Requirements
To facilitate emergency refund applications, please furnish:
- A medical note or hospital documentation
- A death certificate, if related
- Valid military directives
- Official notice of court appearance or jury duty
- Travel advisories or declarations of emergency
Processing: Emergency refund requests are processed within 3-5 business days after the proper documents are submitted.
Operational Cancellations
Mechanical Issues
In the event of unsolvable mechanical troubles with your allocated vessel:
- Alternative Vessel: We will seek out a similar substitute
- Full Refund: Granted when no adequate substitution is available
- Partial Refund: Offered if the backup vessel is differently priced
- Compensation: Additional consideration may be extended for the trouble
Crew Unavailability
On the rare occasion that our certified crew is not available:
- A substitute crew is arranged when feasible
- Complete refund if the charter cannot proceed
- Rescheduling without incurring extra fees
Refund Processing
Payment Method
Refunds will be issued through the same payment method used at the time of booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
€50 charge for reversals requested more than 72 hours before
Bank Transfer Processing
€25 charge applicable to all bank transfer refunds
International Processing
Extra fees may incur for cross-border transactions
Charter Credits
When Credits Are Offered
In certain instances, charter credits might be extended instead of refunds:
- Short-notice cancellations (under 24 hours)
- Reservations affected by weather disruptions
- Client-initiated reschedule requests
- Operative hindrances
Credit Terms
- Validity: 1-year validity from the issuing date
- Transferability: Credits cannot be transferred to others
- Value: Equal to the entire charter cost (excluding handling fees)
- Usage: Applicable to any charter based on availability
- Expiration: Credits must be used within 12 months without extensions
Partial Service Refunds
Service Interruptions
If your yacht experience is cut short or disrupted due to factors we control:
- A proportionate reimbursement based on the unspent duration
- Credit equivalent to the remainder for a subsequent charter
- Complimentary amenities or upgrades may be offered
Guest-Related Interruptions
If a charter concludes prematurely due to guest behavior or safety breaches:
- Unspent time will not be refunded
- The entire fee remains payable
- Supplementary costs may be incurred
Dispute Resolution
In the event of disagreement over a refund decision, alternatives to consider include:
- Audit by our supervisory personnel
- Submission of supplementary evidence or documents
- Seeking aid from consumer protection bodies
- Legal recourse as per the jurisdictional laws
How to Request a Refund
Step 1: Contact Us
Initiate your refund application through:
- Email: [email protected]
- Phone: +33 4 93 00 00 00
- Directly at our waterfront office
Step 2: Provide Information
Attach the ensuing details with your plea:
- Reservation confirmation ID
- Scheduled date and hour of the charter
- Cancellation motive
- Requisite documentation (where pertinent)
- Your refund preference
Step 3: Review and Processing
Our team will acknowledge your request in a day, appraise it in accordance with this policy, decide within two days, and process sanctioned refunds within the designated time slots.
Important Notes
- All applications for refund must be lodged in written form
- Refunds are conducted in €, irrespective of the currency initially used for payment
- We highly advocate purchasing travel insurance
- This policy is mutable, given a notification period of 30 days
- Refunds are subject to the prevailing taxes and legal stipulations
Contact Information
For inquiries on refunds or to send a refund request:
Refunds Department
BlueStoneGarden Marine Services Ltd.
Marine Parade
Nice 06300
France
Phone: +33 4 93 00 00 00
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM