Refund Policy
Transparent and straightforward refund terms for assured satisfaction
Overview
At SteadyGroundHub, we realize that plans can shift, and we are committed to providing open and clear refund guidelines. This document details the specific criteria for granting refunds related to our yacht rental services.
Before reserving a yacht, please examine this policy carefully. In scheduling a yacht with SteadyGroundHub, you are confirming your consent to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Entire refund less service charges
Processing Time: 5-7 working days
Processing Charge: €50 for transactions via credit card
Stipulations: Must be made formally in written form through email or over the phone
24-72 Hours Before Charter
Eligible for: Half the total cost of the charter
Processing Duration: 7-10 business days
Service Fee: €25 subtracted from the reimbursement
Requirements: Must have a substantial reason; administrative expenses to be applied
Less than 24 Hours Before Charter
Eligible for: Refunds not provided
Exception: Critical situations may be taken into account
Alternative: Voucher for the charter could be given at the discretion of the management
Terms: Emergency situations must be substantiated with documentation
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our highest concern. Should the weather conditions be considered unsafe for navigation by our accredited captain, we offer adaptable resolutions:
- Full Refund: Complete reimbursement should rescheduling not be fathomable
- Reschedule: Adjust your booking to another available slot without extra charges
- Charter Credit: A voucher valid for a year from the original booking date
Weather Evaluation Procedure
The following elements are included in our weather evaluation:
- Analysis of wind speed and direction
- Assessment of sea conditions and wave height
- Forecasts of visibility and rain
- Notices and advisories from the Coast Guard
- Expert safety assessment from our captain
Decision Timeframe: Determinations regarding weather cancellations are made at least 4 hours before the intended departure.
Medical Emergency Refunds
Urgent Situations
We understand that sudden medical incidents can arise. The following scenarios may be eligible for special consideration:
- Sudden medical conditions or injuries needing hospital care
- Passing of an immediate family member
- Unexpected military duties or recalls
- Summoned for jury service or a legal subpoena
- Disasters impacting journey arrangements
Provision of Evidence
In order to process requests for emergency refunds, you are required to present:
- Medical attestation or hospital records
- Death notification, where applicable
- Military dispatch orders
- Judicial summonses or notices for jury duty
- Emergency bulletins or travel barriers
Handling: Emergency repayment requests will be processed within 3-5 weekdays upon receipt of suitable documentation.
Operational Cancellations
Technical Difficulties
If the yacht assigned to you faces unsolvable mechanical concerns:
- Substitute Yacht: We will seek a vessel of comparable standard
- Complete Reimbursement: In the event a similar option is unavailable
- Part Repayment: Should the alternative yacht vary in price
- Reciprocity: Additional recompense may be deliberated for any inconvenience caused
Crew Nonavailability
In the occasional event that a certified crew is not accessible:
- A substitute crew will be arranged if feasible
- Entire refund if the charter cannot commence
- Option to reschedule without any supplementary fees
Refund Processing
Payment Method
Reimbursements are actioned to the payment method initially used for the reservation:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Service Charges
Credit Card Handling
€50 cost for cancellations initiated more than 72 hours ahead
Bank Transfer Handling
€25 cost applicable on all bank transfer refunds
International Handling
Supplementary charges may be applied to refunds transacted internationally
Charter Credits
Occasions for Credit Issuance
Credits for future charters might be proposed as an alternative to cash reimbursements under certain circumstances:
- Late cancellations occurring with less than 24 hours' notice
- Cancellations due to adverse weather conditions
- Voluntary rebooking requests
- Moments of operational disruption
Credit Specifications
- Validity: Credit holds good for one year from the date of issuing
- Transferability: Credits are not exchangeable to other individuals
- Equity: Corresponds to the full value of the charter with no deduction for service fees
- Application: Credit can be used towards future available charters
- Expiry: Extension beyond the twelve-month period is not available
Partial Service Refunds
Disruptions to Service
If your yacht excursion encounters an interruption or ends prematurely due to reasons we can manage:
- Refunds proportionate to the unused duration
- Vouchers for a subsequent charter equal in value
- Offering of complimentary amenities or grade-ups
Disturbances Attributed to Guests
If a yacht hire ends prematurely on account of a guest's behavior or safety infringements:
- No reimbursement for the remaining time will be provided
- Full payment still obligated
- Potential additional charges
Dispute Resolution
In the event of a disagreement with a refund verdict, the following actions are possible:
- Appealing for consideration by our executive personnel
- Submission of further proof or details
- Seeking an adjustment through consumer advocacy entities
- Exploring legal courses as permissible by law
How to Request a Refund
Step 1: Get in Touch
Dispatch your plea for reimbursement through:
- Email: refunds@steadygroundhub.rest
- Phone: +33 4 93 01 73 68
- Visiting our coastal office in person
Step 2: Supply Details
Allude to these details in your application:
- Confirmation ID of the booking
- Date and hour of the yacht booking
- The rationale behind cancelation
- Any applicable corroborative papers
- Preference for reimbursements
Step 3: Assess and Implement
We will confirm your appeal within one day, juxtapose it with the stipulated policy, provide an outcome within two days, and if sanctioned, act upon the refund within the mentioned periods.
Vital Information
- All requests for reimbursement must be submitted in a written format
- Refunds are processed in €, irrespective of the currency utilized initially
- We strongly vouch for obtaining travel insurance
- Our policy may be altered given a notification of 30 days
- Refunds are bound by prevailing taxes and legal mandates
Contact Details
For inquiries regarding refunds or to advance a refund plea:
Refunds Department
SteadyGroundHub Marine Services Ltd.
Port de la Darse
Villefranche-sur-Mer 06230
France
Phone: +33 4 93 01 73 68
Email: refunds@steadygroundhub.rest
Service Hours: Weekdays, 9:00 AM – 5:00 PM