Refund Policy

Transparent and equitable reimbursement protocol for your assurance

Overview

At SoftMirrorLounge, we recognize that situations may vary, and we are committed to maintaining clear and straightforward reimbursement policies. This document provides the terms under which monetary returns are granted for our yacht rental services.

Please examine these guidelines attentively prior to reserving a service. By reserving a yacht with SoftMirrorLounge, you consent and comply with these provisions for refunds.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Service

100% Refund

Eligibility: Complete reimbursement excluding transaction costs

Processing Duration: 5-7 business days

Transaction Fee: €50 for credit card operations

Requirements: Written request required via electronic mail or phone communication

24-72 Hours Prior to Service

50% Refund

Eligibility: Half of the full service cost

Processing Duration: 7-10 business days

Transaction Fee: €25 subtracted from the reimbursement

Requirements: Justified cause required; administrative fees applicable

Less than 24 Hours Before Service

No Refund

Eligibility: Refunds are not issued

Exception: Emergency scenarios will be contemplated

Alternative: Company credit may be provided at the discretion of the management

Requirements: Emergency claims require supporting documents

Weather-Related Cancellations

Our Commitment to Safety

Your safety is our utmost concern. In the event that our certified captain assesses the weather as perilous for sailing, we provide adaptable options:

  • Full Refund: Offered when rescheduling isn't viable
  • Scheduling Flexibility: Option to move your booking to another available slot with no extra charges
  • Service Credit: Issued for use within 12 months of the original booking

Process of Assessing Weather Conditions

We evaluate the following elements when assessing weather conditions:

  • Evaluation of wind velocity and trajectory
  • Assessment of wave magnitude and sea state
  • Forecast of visibility and precipitation levels
  • Maritime advisories and cautions issued by authorities
  • Safety judgment by our professional captain

Decision Making: Calls regarding weather cancellation are made no more than 4 hours prior to the planned departure.

Medical Emergency Refunds

Special Circumstances

We understand that unforeseen health crises can arise. The ensuing contexts may be suitable for special refund considerations:

  • Sudden medical conditions or injuries mandating hospital care
  • Passing away of a family member
  • Unforeseen military call-ups or obligations
  • Mandatory civic duties such as jury service
  • Natural catastrophes that impinge on travel

Substantiating Documentation

For processing emergency refund applications, we require the following proof:

  • Medical statement or proof of hospitalization
  • Certified copy of a death record, where pertinent
  • Documented military orders
  • Judiciary summons or jury notification
  • Government alerts or urgent announcements

Processing: Requests for emergency refunds are handled within 3-5 business days when suitable documentation is furnished.

Operational Cancellations

Mechanical Complications

If the vessel allocated to you confronts mechanical challenges that are irreparable:

  • Substitute Vessel: We make attempts to supply an equivalent alternative
  • Complete Reimbursement: Issued if there's no acceptable substitute
  • Partial Reimbursement: Provided if the alternate vessel differs in price
  • Remuneration: Additional compensation may be granted for any inconvenience endured

Crew Unavailability

In the rare event that the certified crew cannot be present:

  • Efforts will be made to secure an alternate crew
  • Complete reimbursement if the service cannot proceed
  • The option to reschedule without additional charges

Refund Processing

Method of Reimbursement

Approved refunds will be returned via the original form of payment utilized for the booking:

  • Credit Cards: Processed within 5-7 business days
  • Bank Transfers: Processed within 7-10 business days
  • Cash/Cheque: Processed within 3-5 business days

Costs for Processing

Fees for Credit Card Procedures

A €50 cost for cancellations enacted over 72 hours before the booked service

Bank Transfer Costs

A €25 fee applies to all reimbursements via bank transfer

Charges for International Transactions

There might be additional fees on transactions that are cross-border

Provisions for Charter Credits

Credit Issuance Circumstances

In certain scenarios, service credits may be issued as a substitute to monetary refunds:

  • Late termination of the service (less than 24 hours prior)
  • Cancellations tied to adverse weather conditions
  • Client-initiated rescheduling appeals
  • Disruptions in service operations

Credit Specifications

  • Validity Timeline: A duration of 12 months from the date of issuance
  • Transfer Restrictions: Credits are non-transferable to other individuals
  • Monetary Value: The entire value of the service without deductions for processing
  • Utilization: Applicable towards any vacant services
  • Expiry: No prolongation past a period of 12 months

Refunds for Partial Services

Interruptions Within Our Control

In the event where your service is halted or curtailed due to factors within our realm of influence:

  • Apportioned refund relative to the unutilized portion of the service
  • Voucher for a future service equating the same value
  • Gratuitous offerings or advancements

Guest-Related Disruptions

If the service concludes earlier than planned due to actions by the guest or violations of safety commands:

  • Reimbursement will not be provided for the unutilized duration
  • The entire payment is subject to completion
  • Potential supplementary costs can be incurred

Resolution of Disagreements

If your perspective clashes with a resolution about refunds, you can:

  • Call for a reassessment by our executive group
  • Offer additional details or evidence
  • Contact consumer protection entities
  • Search for solutions through legal channels, as prescribed by law

Procedure for Requesting Reimbursements

Step 1: Initiate Contact

To begin your request for a refund, reach out via:

Step 2: Present Information

Your request should enclose the following details:

  • Confirmation code from your booking
  • Scheduled day and time of the charter
  • Justification for the discontinuation
  • Supplementary proof when necessary
  • Chosen method for receiving refunds

Step 3: Appraisal and Handling

We will acknowledge your application within a day, consider it in the context of these policies, culminate a judgement within another day, and go forth with endorsements for refunds within the aforementioned time frames.

Essential Notices

  • Requests for reimbursements should be provided in a written format
  • Reimbursements take place in €, regardless of the currency of the initial payment
  • We strongly urge you to consider travel insurance
  • These guidelines are subject to modifications, provided notice is given 30 days in advance
  • Reimbursements adhere to relevant tax laws and regulations

Contact Information

For inquiries or to lodge requests for refunds:

Refunds Department
SoftMirrorLounge Marine Services Ltd.
Marina Pointe
Nice 06300
France

Phone: +33 4 93 00 00 00
Email: [email protected]
Working Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: September 10, 2028

We crafted this refund protocol with fairness and clarity in mind. We encourage your thorough examination of these terms before booking and invite any questions you might have.