Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At SilentOwlStudio, we recognize that plans may change, and are committed to providing straightforward and transparent refund arrangements. This policy outlines the conditions that dictate the eligibility for refunds pertaining to yacht charter services.
Before you confirm a reservation, please ensure you have read this policy thoroughly. By reserving a charter with SilentOwlStudio, you are signifying your acceptance of these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full reimbursement excluding processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Must be submitted in written form via email or phone communication
24-72 Hours Before Charter
Eligible for: Half of the total cost of the charter
Processing Time: 7-10 business days
Processing Fee: €25 will be taken from the refund amount
Conditions: Cancellation must be justified; administrative expenses will be incurred
Less than 24 Hours Before Charter
Eligible for: Refunds are not provided
Exception: Emergency cases might be taken into account
Alternative: Offer of a charter credit may be made at management's discretion
Conditions: Proof of emergency situation required
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our utmost priority. If our captain, who is certified, judges the weather conditions as unsuitable for sailing, we will extend flexible options:
- Full Refund: We will provide a full refund if it’s not possible to reschedule
- Reschedule: You can rebook for an alternative available date without any extra charges
- Charter Credit: We issue a playable credit for 12 months counting from the original charter date
Weather Assessment Process
Weather evaluation comprises:
- Analyzing the wind's speed and its direction
- Assessment of wave height and marine conditions
- Visibility and rainfall predictions
- Advisories and safety warnings from the Coast Guard
- Expert captain’s safety review
Decision Timeline: Decisions about weather-related cancellations are made at least 4 hours before the departure time scheduled.
Medical Emergency Refunds
Emergency Circumstances
We are sympathetic that unforeseen medical emergencies may happen. In such events, the following instances may be considered for exceptional treatment:
- Unexpected sickness or accident demanding hospital stay
- Loss of an immediate family member
- Military draft or sudden recall
- Mandatory courtroom attendance or jury service
- Catastrophic events that impact travel arrangements
Documentation Requirements
For processing emergency refund requests, the ensuing documents are requested:
- A medical certificate or documentation from a hospital
- Death documentation, if it’s applicable
- Official military instruction
- Legal mandates or notifications of jury duty
- Emergency travel cautionary statements or declarations
Processing: After the submission of appropriate documentation, emergency refund claims will be handled within the timeframe of 3-5 business days.
Operational Cancellations
Mechanical Issues
If the yacht assigned to you encounters mechanical difficulties that can't be remedied:
- Alternative Vessel: When feasible, an equally fitting alternative will be proposed
- Full Refund: In case no equivalent alternatives are available
- Partial Refund: Adjustments will be made if the substituting vessel has a differential pricing
- Compensation: As a gesture for the trouble caused, additional compensation might be offered
Crew Unavailability
On the seldom occasion that a certified crew is unavailable:
- An alternative crew arrangement will be sought
- Full reversal of funds if the charter cannot operate
- Opportunity to rebook at no supplementary cost
Refund Processing
Payment Method
Returned funds will be transferred back using the original method of payment:
- Credit Cards: Processing time of 5-7 business days
- Bank Transfers: Processing time of 7-10 business days
- Cash/Cheque: Processing time of 3-5 business days
Processing Fees
Credit Card Processing
A fee of €50 for cancellations with more than 72 hours notice
Bank Transfer Processing
A fee of €25 for all bank transfer reimbursements
International Processing
International transactions may incur additional charges
Charter Credits
When Credits Are Offered
In specific instances, instead of refunds, charter credits might be extended:
- Late cancellations (within 24 hours prior)
- Cancellations due to weather conditions
- Voluntary changes requested
- Delays or alterations in operations
Credit Terms
- Validity: 12 months following the issue date
- Transferability: Credits are not exchangeable among different parties
- Value: Encompasses the entirety of the charter's value without deduction of processing fees
- Usage: Applicable towards any open charter event
- Expiration: Credits lapse after a year and will not be prolonged
Partial Service Refunds
Service Interruptions
If the service for your charter is disrupted or cut short by factors we can control:
- Refunds calculated on the basis of the unused portion
- A credit matching the same value for future charters
- Complimentary services or upgraded options
Guest-Related Interruptions
If a charter concludes prematurely because of misconduct by guests or safety breaches:
- No compensation for the remaining unused time
- Complete outstanding charges must be fulfilled
- Extra fees may be incurred
Dispute Resolution
If there's a disagreement with the outcome of a refund assessment, you are allowed to:
- Call for a review from our administrative team
- Submit more documentation or proof
- Request intervention by consumer protection entities
- Look for legal recourse as per the laws
How to Request a Refund
Step 1: Contact Us
To start your refund request:
- Email: [email protected]
- Phone: +34 932 21 74 45
- Visit us at our marina's office
Step 2: Provide Information
Your refund petition should include:
- Reservation confirmation identifier
- Date and time of the charter
- Explanation for the cancellation
- Any pertinent documentation (if necessary)
- Preferred method for reimbursement
Step 3: Review and Processing
Upon receipt of your claim, we'll acknowledge within a day, review against policy standards within two days, and proceed with approved refunds according to the declared timescales.
Important Notes
- All applications for refunds must be documented in writing
- Refunds are calculated in € regardless of the original payment's currency
- Acquiring travel insurance is strongly advised
- The policy may be subject to change with notice of 30 days
- Refund transactions adhere to relevant taxes and regulations
Contact Information
For inquiries or to submit a request for a refund:
Refunds Department
SilentOwlStudio Marine Services Ltd.
Port Vell Marina
Barcelona 08039
Spain
Phone: +34 932 21 74 45
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM