Refund Policy

Straightforward and equitable refund terms for your assurance

Overview

At OpalStoneGarden, we recognize that plans can alter, and we are committed to providing transparent and equitable refund policies. This document details the scenarios in which refunds are provided for our yacht charter services.

Thoroughly examine this policy before confirming your reservation. By reserving a charter with OpalStoneGarden, you are accepting these terms regarding refunds.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Entitled to: A complete refund excluding service charges

Refund Duration: Within 5-7 business days

Service Charge: €50 for payments made by credit card

Requirements: Cancellation must be requested in a written format through email or over the phone

24-72 Hours Before Charter

50% Refund

Entitled to: Half the total cost of the charter

Refund Duration: Processed within 7-10 business days

Service Charge: €25 deducted from the repayment

Requirements: A valid reason is mandatory; administrative fees are applicable

Less than 24 Hours Before Charter

No Refund

Entitled to: No refunds are to be provided

Exception: Cases of emergency may be taken into consideration

Alternative: At the discretion of management, credit for future charter could be offered

Requirements: Proof must be submitted for emergency situations

Weather-Related Cancellations

Our Weather Guarantee

Your safety is our priority. Should the weather pose a threat to the safety of charter operations as determined by our certified captain, we extend flexible alternatives:

  • Full Refund: Offered if rescheduling is not an alternative
  • Reschedule: Transfer your charter to an upcoming date at no additional charge
  • Charter Credit: A credit note valid for one year from the initial charter date

Weather Assessment Process

We conduct weather evaluations including:

  • Analysis of wind strength and direction
  • Assessment of wave dimensions and oceanic conditions
  • Forecasts for visibility and precipitation
  • Announcements and cautions from the Coast Guard
  • Safety assessments by a professional captain

Decision Timeframe: Determinations regarding weather cancellations are made no later than 4 hours before the planned departure.

Medical Emergency Refunds

Consideration for Emergencies

We recognize the unpredictability of medical emergencies. Instances that may qualify for special exemption include:

  • Unanticipated illness or injury resulting in hospitalization
  • A loss in the immediate family
  • Urgent military summons or recall
  • Jury service or legal subpoena
  • Calamities impacting travel plans

Provision of Proof

Documentation needed for processing emergency repayment demands:

  • Medical records or hospital accreditation
  • Death notification, where relevant
  • Formal military requisition
  • Legal summons or notice of jury duty
  • Advisories or announcements of a state of emergency

Processing: Refunds due to emergencies are processed within 3-5 business days after all necessary paperwork is received.

Operational Cancellations

Technical Failures

Should the yacht you booked encounter mechanical failures that cannot be swiftly remedied:

  • Alternative Vessel: We will endeavor to provide a similar vessel
  • Full Refund: If we are unable to offer a suitable replacement
  • Partial Refund: Given if the substitution vessel is of a different price
  • Compensation: Extra reparation may be provided for your inconvenience

Unavailability of Crew

In uncommon cases where a certified crew is unable to serve:

  • Replacement crew will be assigned if feasible
  • Full repayment if the charter is unable to proceed
  • Option to reschedule at no extra cost

Refund Processing

Refund Method

Repayments are executed using the initial payment method utilized for the booking:

  • Credit Cards: The timeline for refunds is 5-7 business days
  • Bank Transfers: Refunds through bank transfers take 7-10 business days
  • Cash/Cheque: Refunds are done within 3-5 business days

Service Fees

Credit Card Charges

A fee of €50 is applied for cancellations made over 72 hours in advance

Bank Transfer Charges

There is a €25 fee for all repayments executed via bank transfer

International Transfer Charges

Additional fees may be incurred for transactions across national borders

Charter Credits

Conditions for Credit Issuance

Credits for charters may be given under certain conditions as an alternative to repayment:

  • For cancellations less than 24 hours prior
  • For cancellations due to weather
  • Upon requests to reschedule voluntarily
  • In the event of operational disturbances

Details on Credits

  • Validity: Valid for 12 months after issuance
  • Transferability: Not transferable to others
  • Value: Equivalent to the total charter cost (excluding service fees)
  • Usage: Applicable to any available charter within the specified period
  • Expiry: Credits must be used within the 12-month validity period without extensions

Partial Service Refunds

Disruptions to Service

Should your charter experience interruptions or be cut short due to issues under our control:

  • A refund proportionate to the unused portion
  • Credit towards a future charter of equal worth
  • Complimentary additions or upgrades

Guest-Related Interruptions

In the event that a charter is terminated prematurely because of the actions of guests or breaches of safety protocols:

  • No compensation for the incomplete time
  • Complete payment is required
  • Potential additional fees

Settling Disputes

In case of disagreement with our refund determination, consider the following steps:

  • Raising the issue for a second look by our management level
  • Submitting extra documentation or proof
  • Looking for mediation via consumer protectorate entities
  • Legal action in accordance with the governing laws

Guidelines for Refund Applications

Initial Contact

State your request for a refund through the following channels:

Step Two: Documentation Submission

Your application should include:

  • Your proof of booking
  • The scheduled time and date of the charter
  • Reason for revocation
  • Any legally supporting material, if applicable
  • Your preferred way of repayment

Final Stage: Evaluation and Completion

Our team will acknowledge receipt of your claim within one day, compare it with this document, reach a verdict within two days, and proceed to process any sanctioned refunds as per the stated time periods.

Essential Remarks

  • All demands for repayment must be presented in a written format
  • Reimbursements are managed in € despite the currency originally used in the transaction
  • Obtaining travel insurance is highly advised
  • Amendments to this policy can be made with 30 days notification
  • Refunds adhere to the pertinent fiscal duties and regulations

Refund Department Contact

For inquiries on refunds or to forward a refund petition:

Customer Service for Refunds
OpalStoneGarden Maritime Solutions Inc.
Marina Point
Palma de Mallorca 07012
Spain

Telephone: +34 971 40 25 00
Electronic mail: [email protected]
Business Hours: Monday through Friday, from 9:00 AM to 5:00 PM

Recent Update: September 4, 2025

This reimbursement policy is established with the intent of being reasonable and clear-cut. We implore you to scrutinize these conditions rigorously prior to your charter booking and to reach out with any inquiries you might have.