Refund Policy
Transparent and straightforward refund terms for your assurance
Overview
At OakGrovePoint, we recognize that plans can change, so we offer transparent and equitable refund policies. This document provides the criteria under which refunds are granted for our yacht charter services.
Please review this policy thoroughly before making a reservation. When you reserve a charter with OakGrovePoint, you consent to abide by these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full refund except for service charges
Processing Time: 5-7 business days
Service Charge: €50 for credit card transactions
Conditions: Must be submitted via written communication through email or telephone
24-72 Hours Before Charter
Eligible for: Half of the entire charter price
Processing Time: 7-10 business days
Service Charge: €25 is taken from the refund
Conditions: Cancellation must be justified; administrative costs apply
Less than 24 Hours Before Charter
Eligible for: No refunds provided
Exception: Cases of urgent circumstances will be taken into account
Option: Voucher for the charter might be offered, subject to the management's decision
Conditions: Proof is required for claims based on emergencies
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our foremost concern. If the weather is unsafe for charter operations as determined by our certified captain, we offer various alternatives:
- Full Refund: Offered if rescheduling is not possible
- Reschedule: Change your charter to an alternative available date at no additional cost
- Charter Credit: Provided valid for a year from the initial charter date
Weather Assessment Process
We undergo a thorough weather evaluation that incorporates:
- Analyzing wind patterns and speeds
- Assessing wave heights and ocean conditions
- Forecasting visibility and rainfall
- Monitoring Coast Guard advice and warnings
- A safety audit by our professional captain
Decision Window: Weather-related cancellations are decided upon at most 4 hours prior to the departure time that was scheduled.
Medical Emergency Refunds
Emergency Circumstances
We are empathetic to the chance of medical emergencies occurring. Special considerations may apply for scenarios such as:
- A sudden medical condition or harm necessitating hospital admission
- Passing of an immediate family member
- Enlistment in the military or emergency reassignment
- Summoned for jury service or court mandated appearances
- Disasters affecting travel plans
Documentation Requirements
Emergency refund claims need the following documentation:
- A medical statement or hospital records
- A death notification, if relevant
- Formal military command
- A court mandate or jury summons
- Advisory statements or emergency notices affecting travel
Processing: Refunds for emergencies are processed within 3-5 business days after proper documents are received.
Operational Cancellations
Technical Difficulties
If the boat appointed to you suffers from technical issues which cannot be fixed:
- Alternate Vessel: We aim to provide a similar substitute
- Full Refund: Offered when no appropriate substitute is found
- Partial Refund: Given if the substitute ship has a different price point
- Compensation: Extra compensation might be considered for any inconvenience
Crew Unavailability
On the off chance that our certified crew is unavailable:
- Attempt to arrange a substitute crew
- Provide a full refund should the charter be unable to proceed
- Offer rebooking without any extra fees
Refund Processing
Repayment Mode
All refunds are reverted back to the initial mode of payment used during booking:
- Credit Cards: Refunding takes 5-7 business days
- Bank Transfers: Refunding occurs within 7-10 business days
- Cash/Check: Refunded in 3-5 business days
Service Charges
Credit Card Service
€50 for cancelations more than 72 hours before
Bank Transfer Service
€25 for all bank transfer refunds
International Operations
Additional costs may be incurred for international operations
Charter Credits
Instances When Credits Can Be Issued
In certain conditions, we may provide credits for charter use instead of refunds:
- For late cancellations (under 24 hours prior)
- If the cancellation is weather-related
- For voluntary requests to change the date
- Due to disturbances in operations
Credit Stipulations
- Validity Span: Credits are good for 1 year after being issued
- Non-transferability: Credits cannot be transferred to others
- Amount: Reflects the full price of the charter (excludes service fees)
- Application: Usable for any charter with available slots
- Expiry: There will be no extensions beyond the 12-month period
Partial Service Refunds
Interruptions During Service
If your charter experience is interrupted or cut short due to our control:
- A refund prorated by the time not used
- Credit to be utilized for another charter of the same value
- Complimentary services or grade enhancements
Interruptions Caused by Guests
Should a charter end prematurely due to the behavior of guests or safety breaches:
- No compensation for the time remaining
- Full payment is still required
- Potential for additional fees
Dispute Resolution
In situations where you disagree with a refund judgement, you have the opportunity to:
- Request an evaluation by our management
- Submit any extra supporting evidence or information
- Seek assistance from consumer protection groups
- Pursue any legal avenues provided by applicable law
Requesting a Refund
Step 1: Get in Touch
Initiate your refund claim through:
- Email: [email protected]
- Phone: +49 40 9999 8888
- Directly at our office by the marina
Step 2: Give Full Details
Your refund application should encompass the following details:
- Confirmation code for your reservation
- The date and time of your charter
- Explanation for the cancellation
- Any corroborating papers, if relevant
- Your preferred method for refund
Step 3: Assessment and Action
We will acknowledge receipt of your claim within 24 hours, assess it in accordance with this policy, come to a determination within 48 hours, and reimburse sanctioned refunds within the time frames mentioned earlier.
Key Points
- All refund requests need to be communicated in writing
- Refunds are processed in €, regardless of the currency of initial transaction
- We strongly advise purchasing travel insurance
- This policy may change given a notice period of 30 days
- Refunds are subject to relevant taxes and regulations
Contact Details
For queries regarding refunds or to submit a refund application:
Refunds Department
OakGrovePoint Marine Services Ltd.
Marina Point
Hamburg 20459
Germany
Phone: +49 40 9999 8888
Email: [email protected]
Office Hours: Monday–Friday, 9:00 AM – 5:00 PM