Refund Policy
Clear and fair refund conditions for your peace of mind
Overview
At SoftPaperLeaf, we understand that situations can change, and we are committed to having transparent and equitable refund policies. This document explains under what circumstances refunds for yacht charter services are granted.
Ensure you read this policy thoroughly before finalizing a booking. When you reserve a charter with SoftPaperLeaf, you acknowledge and accept these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full refund excluding service charges
Processing Time: 5-7 business days
Service Charge: €50 for credit card payments
Conditions: Must be requested formally through email or phone communication
24-72 Hours Before Charter
Eligible for: Half the total cost of the charter
Processing Time: 7-10 business days
Service Charge: €25 deducted from the refund amount
Conditions: Cancellation must be justified; subject to administrative expenses
Less than 24 Hours Before Charter
Eligible for: Not eligible for a refund
Exception: Emergencies may be considered on a case-by-case basis
Alternative: Management may decide to issue a charter credit
Conditions: Documentation is required for emergency-related requests
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our utmost concern. If our certified captain deems the weather conditions unsafe for the charter:
- Full Refund: Provided when rescheduling is unfeasible
- Reschedule: We will change your charter to a new available date without extra charges
- Charter Credit: You will receive a credit valid for one year from the original charter date
Weather Assessment Process
We consider several factors for weather assessments:
- Analysis of wind speed and direction
- Reports on wave height and maritime conditions
- Forecast for visibility and precipitation
- Advisories and warnings from the Coast Guard
- A safety evaluation from our professional captain
Decision Timeline: We make decisions on weather cancellations no later than 4 hours before the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We are sympathetic to medical emergencies. Special considerations may apply in the following situations:
- An unexpected illness or injury requiring hospitalization
- Passing of a family member
- Call to military duty or urgent recall
- Subpoena for jury duty or court
- Disasters that impede travel
Documentation Requirements
For processing emergency refund claims, please submit:
- A medical certificate or hospital records
- A death certificate where relevant
- Formal military orders
- A jury summons or court notice
- Emergency declarations or travel advisories
Processing: We process emergency-related refunds within 3-5 business days after we receive the necessary documentation.
Operational Cancellations
Mechanical Issues
If the boat assigned to you encounters mechanical issues that cannot be fixed:
- Alternative Vessel: We will endeavor to offer a comparable alternative
- Full Refund: Granted if no acceptable alternative is found
- Partial Refund: If the alternate vessel comes at a different rate
- Additional Compensation: We may provide further compensation for the inconvenience caused
Crew Unavailability
In the unlikely event that a certified crew is not available:
- We will arrange an alternative crew whenever possible
- You'll receive a full refund if the charter cannot go ahead
- Rescheduling possibility at no extra cost
Refund Processing
Payment Method
All refunds will be returned to the original method of payment:
- 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 requested beyond 72 hours before the charter
Bank Transfer Processing
€25 fee for all refunds processed via bank transfer
International Processing
Additional fees may be applicable for international refund operations
Charter Credits
When Credits Are Offered
In lieu of refunds, we may provide charter credits under certain conditions:
- Cancellations made with less than 24-hour notice
- Cancellations related to adverse weather conditions
- Voluntary requests for date changes
- Delays and disruptions related to charter operations
Credit Terms
- Validity: Credits are valid for one year from the date of issue
- Transferability: Credits are strictly non-transferable
- Value: Credits cover the total value of the charter and are not subject to service fees
- Usage: Credits may be applied to any available charter bookings
- Expiration: Credits must be used within the one-year limit without extensions
Partial Service Refunds
Service Interruptions
If your charter is prematurely terminated due to reasons we are responsible for:
- A refund proportional to the unutilized time
- A voucher for an equal value towards a future charter
- Complimentary additional services or upgrades may be offered
Guest-Related Interruptions
If a charter concludes early owing to actions or safety breaches by the guests:
- Unutilized time will not be refunded
- The full payment will be enforced
- Further costs may be incurred
Dispute Resolution
If you find yourself dissatisfied with a refund decision, your options include:
- Appeal to our management for a reconsideration
- Submit additional details or evidence
- Escalate to consumer protection bodies
- Engage in legal proceedings in line with prevailing laws
How to Request a Refund
Step 1: Contact Us
To initiate a refund, reach out to us through:
- Email: [email protected]
- Phone: +377 93 10 63 00
- Directly at our office located at the marina
Step 2: Provide Information
Your refund request should include the following details:
- Confirmation number for the booking
- Scheduled date and time of the charter
- Reason for the cancellation request
- Any supporting documents, if applicable
- Your preferred method for the refund
Step 3: Review and Processing
Our team will acknowledge your refund submission within a day, review it based on the policy, issue a decision within two days, and if approved, process the refund within the timeframes specified.
Important Notes
- All requests for refunds must be made in writing
- Refunds are disbursed in € irrespective of the original payment currency
- We highly endorse having travel insurance
- This policy can change given a 30-day notice
- Refunds are subject to relevant taxes and regulations
Contact Information
For inquiries about refunds or to request one:
Refunds Department
SoftPaperLeaf Marine Services Ltd.
Port de Monaco
Monaco 98000
Monaco
Phone: +377 93 10 63 00
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM