Refund Policy
Unambiguous and equitable refund conditions for your security
Overview
At OpenBookStore, we recognize that situations may alter, and we are committed to providing transparent and just refund policies. This policy details the criteria for issuing refunds on yacht charter services.
It's important to review this policy thoroughly prior to reserving a charter. By reserving a charter with OpenBookStore, you are accepting and conforming to these terms for refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding service charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Must be requested via written communication such as email or phone
24-72 Hours Before Charter
Eligible for: Half of the total cost of the charter
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund amount
Conditions: Cancellations must have a valid justification; administrative charges will be applicable
Less than 24 Hours Before Charter
Eligible for: No refunds will be issued
Exception: Instances of emergency may be taken into account
Alternative: Offering charter credit at the discretion of management may occur
Conditions: Supporting evidence is needed for emergency claims
Weather-Related Cancellations
Our Weather Guarantee
Your safety remains our foremost concern. Should our certified captain deem the weather conditions to be perilous for charter operations, we offer adaptable options:
- Full Refund: Issued in full if rescheduling is not possible
- Reschedule: Shift your charter to an alternative date at no extra charge
- Charter Credit: A credit valid for one year from the original booking date
Weather Assessment Process
Our evaluation of weather includes:
- Evaluation of wind speed and orientation
- Analysis of wave height and ocean state
- Forecast assessment covering visibility and rainfall
- Adherence to Coast Guard commands and advisories
- Captain's safety assessment based on expertise
Decision Timeline: Decisions regarding weather cancellations are finalized at least 4 hours prior to the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We appreciate that unforeseen medical emergencies may happen. The following scenarios are eligible for special exemption:
- Sudden medical conditions or injuries that necessitate immediate hospital care
- Immediate family member's demise
- Compulsory military deployment or recall
- Mandated jury duty or court attendance
- Travel hindrances due to natural calamities
Documentation Requirements
For emergency refund considerations, the following proof should be supplied:
- Verified medical documents or hospital records
- Death notification, where applicable
- Formal military commands
- Official court orders or jury duty requisitions
- Travel warnings or state of emergency declarations
Processing: Requests for refunds due to emergencies are handled within a span of 3-5 business days upon delivering adequate documentation.
Operational Cancellations
Mechanical Issues
If the booked vessel encounters unsolvable mechanical problems:
- Alternative Vessel: A substitute vessel of similar quality will be endeavored to be provided
- Full Refund: Offered if no suitable vessel is available
- Partial Refund: Granted if the substitute vessel is priced differently
- Compensation: Extra compensation might be proposed for the inconvenience caused
Crew Unavailability
In the uncommon event that a qualified crew member is not available:
- Efforts will be made to arrange a replacement crew
- Complete refund if the charter cannot proceed
- No-cost rescheduling option
Refund Processing
Payment Method
Refund transactions are completed through the original payment method utilized for the 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 fee for cancellations with over 72 hours notice
Bank Transfer Processing
€25 is the fee for all bank transfer refunds
International Processing
Extra fees may be incurred for international transactions
Charter Credits
When Credits Are Offered
Certain conditions may lead to the provision of charter credits instead of refunds:
- Cancellations inside a 24-hour window
- Cancellations due to weather
- Volunteer changes to booking
- Disruptions in service
Credit Terms
- Validity: Credits are valid for a year post issuance
- Transferability: Credits cannot be passed on
- Value: Equivalent to the full value of the charter with no service charges
- Usage: Applicable to any upcoming charters that are available
- Expiration: Credits will not be extended past the 12-month duration
Partial Service Refunds
Service Interruptions
If your charter is hindered or curtailed due to factors we can control:
- A proportional refund based on the unused portion
- A credit matching the value for a future charter of equivalent worth
- Gratuitous services or upgrades offered
Guest-Related Interruptions
If the charter concludes prematurely owing to behavior by the guest or infringement of safety protocols:
- No reimbursement for the unconsumed duration
- Full payment must be settled
- Potential additional costs
Dispute Resolution
Should you dissent with a refund judgement, you can:
- Request an evaluation by our administrative body
- Submit additional substantiation or particulars
- Seek an accord through consumer protection bureaus
- Engage legal channels as per the law
How to Request a Refund
Step 1: Contact Us
To initiate a refund request, please reach out through:
- Email: [email protected]
- Phone: +49 40 1234 5678
- Direct interaction at our marina facility
Step 2: Provide Information
Your refund inquiry should encompass the following data:
- Confirmation number of your booking
- The scheduled date and time of your charter
- Explanation for the cancellation
- Relevant backing documents (when necessary)
- Preferred modality for refund
Step 3: Review and Processing
Our team will confirm receipt of your request within a day, assess it in line with this policy, provide an outcome within 48 hours, and effectuate approved refunds within the specified timelines.
Important Notes
- Requests for refunds must be stated in written form
- Refunds are issued in €, irrespective of the currency used originally
- We strongly urge acquiring travel insurance
- This policy could be revised given a notice of 30 days
- Refunds are adjusted for applicable taxes and statutes
Contact Information
For refund-related inquiries or to submit a request:
Refunds Department
OpenBookStore Marine Services Ltd.
Marina Point
Hamburg 20457
Germany
Phone: +49 40 1234 5678
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM