Refund Policy
Transparent refund terms for your assurance
Overview
At SilentGlenMirror, we recognize that plans may change, and are committed to establishing straightforward and clear refund policies. This document details the guidelines under which refunds are granted for yacht charter services.
It is important to review this policy thoroughly prior to confirming a reservation. By reserving a charter with SilentGlenMirror, you are accepting these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full refund excluding processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Cancellation must be submitted through written communication
24-72 Hours Before Charter
Eligible for: Half of the overall charter expense
Processing Time: 7-10 business days
Processing Fee: €25 taken from the refund amount
Conditions: A legitimate justification is necessary; administration expenses are deducted
Less than 24 Hours Before Charter
Eligible for: No reimbursement available
Exception: Extreme situations might be taken into consideration
Alternative: A charter voucher may be provided at the discretion of the management
Conditions: Emergency claims require proof
Weather-Related Cancellations
Our Weather Guarantee
We prioritize safety. If the charter cannot proceed due to unsafe weather conditions as determined by our qualified captain, we present flexible choices:
- Full Refund: If rescheduling is not feasible, a complete refund is offered
- Reschedule: We will reschedule your charter to a new available date at no extra cost
- Charter Credit: Credit valid for one year from the original charter date
Weather Assessment Process
Our weather evaluation entails:
- Analyzing wind velocity and patterns
- Assessing wave heights and ocean conditions
- Forecasting visibility and rainfall
- Observing advisories and alerts from the Coast Guard
- A safety appraisal by our professional captain
Decision Timeline: Decisions on weather cancellations are made at least 4 hours prior to departure.
Medical Emergency Refunds
Emergency Circumstances
Recognizing that medical emergencies may arise, special considerations may apply to:
- Acute illness or injury necessitating hospital admission
- Passing of an immediate family member
- Abrupt military duties or recall
- Jury summons or a court order
- Natural disasters impacting travel
Documentation Requirements
Supporting evidence is required to proceed with emergency refund requests:
- Medical certification or hospital paperwork
- Death certification, where applicable
- Orders from the military
- Jury notice or court subpoena
- Emergency declarations or travel warnings
Processing: Emergency refunds are conducted within 3-5 business days post receipt of relevant documentation.
Operational Cancellations
Mechanical Issues
Should the vessel allocated for your charter suffer from technical difficulties that cannot be fixed:
- Alternative Vessel: We will try to provide a comparable substitution
- Full Refund: Offered if no similar vessel is available
- Partial Refund: Applicable if the substitute vessel varies in cost
- Compensation: Additional reimbursement could be proposed for the inconvenience
Crew Unavailability
In the infrequent case where the accredited crew is not at hand:
- We will arrange an alternative crew, if viable
- Full refund is provided if the charter has to be cancelled
- Rescheduling with no additional fees
Refund Processing
Payment Method
Approved refunds are reverted back to the original mode 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 charge for cancellations made over 72 hours before
Bank Transfer Processing
€25 charge applies to all bank refund transactions
International Processing
Extra fees may be applied for international refunds
Charter Credits
When Credits Are Offered
Credits for charters may be proposed as an option to refunds in some instances:
- Cancellations made shortly before (less than 24 hours)
- Charter cancellations due to weather
- Requests for voluntary rescheduling
- Disturbances in operational services
Credit Terms
- Validity: Credit is good for a year following issuance
- Transferability: Credits cannot be transferred to others
- Value: Reflects the complete charter cost without deductions
- Usage: Credit may be used on any forthcoming charter
- Expiration: Expiry date is firm at 12 months post-issue
Partial Service Refunds
Service Interruptions
In the event that your yacht charter is disrupted or shortened due to our oversight:
- A refund proportional to the unused duration
- Voucher for a future equivalent charter
- Extra service offerings or upgrades
Guest-Related Interruptions
If a charter concludes prematurely because of guest misconduct or breach of safety protocols:
- No refunds will be given for the remaining time
- Full payment is still owed
- Potential extra charges incurred
Dispute Resolution
Should you dispute a decision regarding refunds, you can:
- Seek a reconsideration by our administrative team
- Supply further proof or documents
- Engage consumer protection organizations for a resolution
- Explore lawful solutions as per the relevant regulations
How to Request a Refund
Step 1: Contact Us
For refund inquiries, reach out to us through:
- Email: [email protected]
- Phone: +34 932 21 74 74
- Visiting our office by the marina
Step 2: Provide Information
Ensure your refund application includes:
- Confirmation number of your reservation
- Date and time of the charter
- Specifics of the cancellation reason
- Any pertinent proof (if relevant)
- Desired method for refund
Step 3: Review and Processing
Our team will acknowledge the receipt of your application within a day, assess it against the policy, inform you of the decision within two days, and process any approved refunds in the timeframes as specified.
Important Notes
- Written submission is a requirement for all refund applications
- Refunds will be issued in € regardless of the initial currency used
- Purchasing travel insurance is highly recommended
- Policy changes will be notified 30 days in advance
- Refunds are inclusive of taxes and comply with legal standards
Contact Information
For inquiries or to request a refund, please contact:
Refunds Department
SilentGlenMirror Marine Services Ltd.
Port Vell Marina
Barcelona 08039
Spain
Phone: +34 932 21 74 74
Email: [email protected]
Weekdays from 9 AM to 5 PM