Refund Policy
Transparent and straightforward refund terms for your assurance
Overview
At ValleyQuietHorizon, we recognize that plans may change, and we are committed to providing clear and consistent refund guidelines. This document describes the conditions under which refunds are granted for our yacht charter services.
We urge you to read this policy thoroughly before making a reservation. By reserving a charter with ValleyQuietHorizon, you are agreeing to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Prior to Charter
Refundable: Entire amount minus service charges
Processing Duration: Within 5-7 working days
Service Charge: €50 for credit card payments
Prerequisites: Written cancellation must be submitted via email or telephone
24-72 Hours Before Charter
Refundable: Half of the total charter fee
Processing Duration: 7-10 working days
Service Charge: €25 subtracted from the refund amount
Prerequisites: A credible reason is needed; administrative costs incurred
Less than 24 Hours Prior to Charter
Refundable: Refunds are not available
Exception: We may consider extenuating circumstances
Alternative: Company credit can be offered depending on the management's discretion
Prerequisites: Supporting documentation is necessary for cases of emergency
Weather-Dependent Cancellations
Our Commitment To Safety
Our highest concern is your safety. Should the weather conditions be considered non-viable for charter operations by our certified captain, we offer several options:
- Complete Refund: If rescheduling isn't possible, the entire amount is refunded
- Reschedule: Relocate your charter to another available slot without additional costs
- Charter Credit: Offered as credit and valid for one year from the original charter date
Method of Weather Evaluation
Our procedure for assessing weather conditions includes:
- Evaluation of wind speed and orientation
- Wave stature and sea state analysis
- Forecast review for visibility and precipitation
- Adherence to Coast Guard advisories and warnings
- Professional captain's safety review
Decision Timing: Determinations of weather cancellations are made no later than 4 hours before the planned departure time.
Medical Emergency Refunds
Special Consideration Cases
We understand that unforeseen medical events can occur. Special consideration may be given in situations such as:
- Unexpected illness or injury necessitating hospital care
- Loss of a close family member
- Unanticipated military duty or urgent recall
- Jury service or legal summons
- Travel impediments due to natural disasters
Documentation Specifications
For processing requests for emergency refunds, the following proofs are required:
- Proof of medical situation or hospital notice
- Certificate of death (where applicable)
- Valid military directives
- Court orders or jury summons
- Emergency travel advisories or declarations
Refund Process: Refunds for emergencies are processed within a 3-5 business day timeframe after receiving adequate documentation.
Refund Procedures Due to Operational Issues
Vessel Technical Difficulties
If the yacht designated for your use encounters mechanical challenges that cannot be rectified:
- Alternate Vessel: A similar vessel will be offered if possible
- Complete Refund: Provided when no appropriate alternative can be found
- Proportional Refund: Given if the alternative vessel has a different fee structure
- Compensation: We may offer additional recompense for the inconvenience
Lack of Crew Availability
On the rare occasion that a certified crew is not available:
- An alternative crew will be sought if feasible
- Full refund if the charter is unable to proceed
- Opportunity to reschedule without any extra charges
Refund Processing Information
Reimbursement Method
Returned funds are transferred back through the original method used for the booking:
- Credit Cards: Processed in 5-7 business days
- Bank Transfers: Processed in 7-10 business days
- Cash or Cheque: Processed in 3-5 business days
Processing Charges
Credit Card Transactions
A €50 charge for cancellations made more than 72 hours before the charter
Bank Transfer Transaction
A €25 charge for all refunded bank transfers
International Transaction Fees
Additional charges might be levied for transactions across borders
Charter Credits Policy
Criteria For Issuing Credits
Credits for charters may be extended instead of refunds under these scenarios:
- Late cancellations (within less than 24 hours)
- Cancellations due to weather conditions
- Voluntary changes in scheduling
- Disruptions due to operational reasons
Conditions for Credit
- Validity: Credits must be used within 12 months from the issuance date
- Transferability: Credits cannot be reassigned to others
- Value: Equal to the full value of the charter and no service fees included
- Application: Applicable for any available charter
- Expiry: There is no extension past the 12-month limit
Refunds for Partial Services
Interruptions During Service
If your charter is disrupted or cut short due to factors we control:
- Reimbursement proportional to the unused portion
- Credit for a future charter equivalent in value
- Complimentary services or upgrades at our discretion
Issues Originating from Guests
If the charter ends prematurely due to the conduct of guests or breaches of safety protocol:
- No return payment for the time not used
- The full charter cost is still payable
- Possible extra costs
Conflict Settlement
If you are dissatisfied with a refund assessment, you can:
- Inquire about the case with our administrative team
- Submit further evidence or records
- Seek intervention from consumer rights groups
- Consider legal action according to prevailing laws
How To Submit a Refund Entry
Initial Step: Reach Out
To start your refund case send through:
- Email: [email protected]
- Telephone: +39 0185 2691
- Directly at our marine facility's office
Second Step: Offer Details
Your refund request should include:
- Your confirmed reservation number
- The date and time of the charter
- The cause for canceling
- Any relevant supporting files (where necessary)
- Your chosen method for the refund
Final Step: Examination and Process
We will acknowledge your petition within a day, review it as per our policy, reach a decision within two days, and perform any approved reimbursements according to the mentioned time frames.
Noteworthy Points
- All refund entries must be documented in writing
- Returns are issued in €, irrespective of the payment's original currency
- We highly encourage securing travel insurance
- Our policy is subject to alterations with a month's notice
- Refunds are inclusive of relevant tax laws and regulations
Contact Details
For inquiries about refunds or to put forward a refund application:
Refunds Team
ValleyQuietHorizon Marine Services Ltd.
Portofino Marina
Portofino 16034
Italy
Phone: +39 0185 2691
Email: [email protected]
Business Hours: Monday–Friday, from 9:00 AM – 5:00 PM