Refund Policy
Transparent and straightforward refund terms for your assurance
Overview
At FreshStreamHub, we recognize that plans can change, and aim to offer clear and just refund regulations. This document illuminates the criteria for refunds connected to yacht chartering services.
It is imperative to review this document thoroughly before reserving a yacht. When you reserve with FreshStreamHub, you are acknowledging and consenting to these conditions for refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Entire refund except for processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Must be requested officially through email or telephone
24-72 Hours Before Charter
Eligible for: Half the total charter price
Processing Time: 7-10 business days
Processing Fee: €25 deducted from the refund amount
Conditions: A valid justification is required; administrative costs are applicable
Less than 24 Hours Before Charter
Eligible for: Refunds are not available
Exception: Situations of urgency may be taken into consideration
Alternative: A credit for chartering may be provided at the discretion of management
Conditions: Evidence is compulsory for emergency claims
Weather-Related Cancellations
Our Weather Guarantee
Our top concern is safety. When sailing conditions are unsafe as determined by our expert captain, we offer several alternatives:
- Full Refund: If it's not feasible to reschedule, a complete refund is offered
- Reschedule: You can change the date of your charter to the next available one without added costs
- Charter Credit: Accept a credit valid for one year from the original date of the charter
Weather Assessment Process
Our weather review process includes:
- Evaluation of wind velocity and direction
- Seascape conditions and wave stature
- Visibility and forecasted precipitation
- Advisories and cautions issued by the Coast Guard
- Professional captain's judgement of safety
Decision Timeline: Decisions to cancel due to weather are made at most 4 hours prior to the scheduled departure.
Medical Emergency Refunds
Emergency Circumstances
We recognize that medical emergencies are unexpected. These are among the situations that may warrant special consideration:
- Impromptu ailment or accident necessitating hospitalization
- A death in the immediate family
- Military summons or an urgent recall
- Being called to serve as a juror or receive a court order
- Natural disasters impacting travels
Documentation Requirements
For requests regarding emergency refunds, the following documentation is needed:
- Medical certificate or hospital records
- Death certificate (when applicable)
- Official military dispatch
- Legal summons or juror's notice
- Travel cautions or emergency declarations
Processing: Upon presenting the correct documents, emergency refunds are concluded within 3-5 business days.
Operational Cancellations
Mechanical Issues
In the event of mechanical failure in the designated vessel that can't be fixed:
- Alternate Vessel: We will make an effort to arrange a similar substitute
- Full Refund: Provided when a similar substitute is not available
- Partial Refund: If the alternate vessel has a different pricing structure
- Compensation: We may offer additional compensation for the inconvenience
Crew Unavailability
In the uncommon event of the absence of qualified crew:
- When possible, an alternate crew will be organized
- If the charter cannot proceed, a full refund is available
- Rescheduling at no additional cost or penalty
Refund Processing
Payment Method
Refunds are directed back to the initially used payment method:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheques: 3-5 business days
Processing Fees
Credit Card Handling
€50 charge for cancellations with notice of over 72 hours
Bank Transfer Handling
€25 charge for all refunds via bank transfers
International Handling
Extra charges might be incurred for international transactions
Charter Credits
Offering Credits
In some cases, charter credits could be extended instead of refunds:
- Late cancellations made with less than 24 hours' notice
- Cancellations instigated by weather.
- Voluntary requests to change the scheduled charter
- Interruptions in operation
Terms for Credits
- Validity: Valid for one year from the date it was issued
- Transferability: Credits cannot be transferred to other individuals
- Value: The credit equals the full value of the charter without deductions for processing
- Application: Usable on any available charter offering
- Expiry: Non-extendable past a duration of 12 months
Partial Service Refunds
Service Interruptions
For charter experiences that are discontinued or cut short due to our control:
- Prorated reimbursements based on the amount of time unused
- A credit redeemable for a future charter equivalent in value
- Free additional services or upgrades may be offered
Guest-Connected Interruptions
If the charter is stopped early based on guest behavior or breaches of safety:
- Reimbursement for the time not used is not provided
- The full payment is still demanded
- Additional fees may be incurred as appropriate
Managing Disagreements
In the event you are not in agreement with a refund determination, you are entitled to:
- Request that our management reassess the situation
- Provide extra evidence or documentation
- Engage with consumer protection entities for a resolution
- Seek legal avenues as permitted by the law
Process for Refund Requests
Step 1: Contact Us
Initiate your refund application through:
- Email: [email protected]
- Phone: +49 40 1234 5678
- Directly at our waterfront office
Step 2: Submit Details
Ensure your application includes:
- Your confirmation number from the booking
- Date and time of the charter
- The reason for the cancellation
- Verification documents (when required)
- Your preferred method for refund
Step 3: Examination and Completion
We will acknowledge your request within a day, evaluate it against this policy, notify you of our decision within 48 hours, and execute approved reimbursements as per the prescribed timeframes.
Note Worthy Points
- All applications for refunds must be made formally in writing
- Refunds are issued in € independent of the original transaction's currency
- We highly advocate taking out travel insurance
- This document can be updated given a 30 days' notice period
- Refunds are subject to the governing taxes and regulations
Reaching Out for Queries
If you have questions regarding refunds or to make a request for a refund:
Department of Refunds
FreshStreamHub Marine Services Ltd.
Marina Point
Hamburg 20459
Germany
Telephone: +49 40 1234 5678
Electronic Mail: [email protected]
Business Hours: Monday to Friday, from 09:00 AM till 05:00 PM