Refund Policy
Transparent and equitable refund terms to ensure your contentment
Overview
At CentralKnowledgeDock, we comprehend that situations may alter, prompting us to offer clear and straightforward refund practices. This document specifies the criteria for issuing refunds for our yacht chartering services.
Kindly review this policy meticulously prior to securing a booking. Engaging in a charter with CentralKnowledgeDock signifies your concurrence to these refund provisions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: A complete refund excluding transaction charges
Processing Time: 5-7 working days
Processing Fee: £50 for card payments
Conditions: Requests must be submitted through email or a phone call in written form
24-72 Hours Before Charter
Eligible for: Half of the charter's total price
Processing Time: 7-10 working days
Processing Fee: £25 subtracted from the refund
Conditions: A valid justification is mandatory; administrative charges may be incurred
Less than 24 Hours Before Charter
Eligible for: No reimbursement offered
Exception: Consideration given to emergencies
Alternative: Credit for chartering may be granted at the discretion of our management
Conditions: Supporting documents required for emergency situations
Weather-Related Cancellations
Our Weather Guarantee
Our foremost concern is safety. Should our certified captain evaluate the weather as unsafe for sailing activities, we provide several alternatives:
- Full Refund: Offered when rescheduling isn't feasible
- Reschedule: Postpone your outing to the soonest available slot at no extra charge
- Charter Credit: A voucher valid for a year from the date of the initial sailing
Weather Assessment Process
The elements we take into account for determining weather conditions include:
- Evaluation of wind patterns and strength
- The condition and height of the sea waves
- Visibility and precipitation prognoses
- Notifications and cautionary bulletins from the Coast Guard
- The certified captain's appraisal of safety
Decision Timeline: Decisions for calling off due to weather are made at least 4 hours prior to the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We recognize that unforeseen medical predicaments may arise. The following scenarios may qualify for special consideration:
- Sudden medical conditions or injuries necessitating hospital admission
- A family member's demise
- Urgent military summoning or reassignment
- Mandatory court attendance or jury service
- Natural calamities impacting travel plans
Documentation Requirements
For emergency refund requisitions, please furnish us with:
- Medical affidavits or hospital paperwork
- Proof of death, in applicable cases
- Authorized military directives
- Legal summons or notifications for jury duty
- Advisories related to travel or official declarations of an emergency
Processing: Emergency repayment requests are processed within 3-5 business days once we receive the appropriate documents.
Operational Cancellations
Mechanical Issues
In case the vessel assigned to you undergoes irreparable mechanical flaws:
- Alternative Vessel: We will endeavor to arrange a similar vessel
- Full Refund: Rendered when a comparable option is not procurable
- Partial Refund: Applicable if the alternate vessel incurs different fees
- Compensation: Additional recompense may be provided for the inconvenience
Crew Unavailability
In the uncommon event that a certified crew is not available:
- Finding a substitute crew will be our immediate resolution
- Complete reimbursement if the charter is unable to proceed
- Rescheduling availability without extra charges
Refund Processing
Payment Method
The methods for reimbursing payments include:
- Credit Cards: Within a period of 5-7 business days
- Bank Transfers: The timeframe spans 7-10 business days
- Cash/Cheque: A shorter span of 3-5 business days
Processing Fees
Credit Card Processing
A £50 charge for requests made more than three days in advance
Bank Transfer Processing
Each bank transfer refund carries a £25 fee
International Processing
Transactions spanning different countries may incur additional charges
Charter Credits
When Credits Are Offered
In certain situations, instead of refunds, credits for future charters might be proposed:
- Cancellations made under the 24-hour notice period
- Cancellations prompted by adverse weather
- Voluntary requests to reschedule
- Disruptions in service due to operational challenges
Credit Terms
- Validity: Applied for a year post-issuance
- Transferability: Credits are not exchangeable among different individuals
- Value: The credit encompasses the entire cost of the charter, excluding processing fees
- Usage: Applicable to any charter that's available
- Expiration: The credits hold no extension past their 12-month validity
Partial Service Refunds
Service Interruptions
In the event that your voyage is interrupted or cut short by issues we can control:
- Refunds computed on the unused duration
- Credential for a future voyage of equivalent worth
- Complimentary services or enhancements
Guest-Related Interruptions
If a voyage is pre-terminated due to the behavior of the guests or violations of safety measures:
- No reimbursement for the unaired time
- The complete cost is still owed
- Fees may be charged for additional incurred costs
Dispute Resolution
In case of disagreement over a refund judgment, you are able to:
- Call for an examination by our supervisory team
- Submit additional proofs or papers
- Engage consumer protection entities for an agreeable outcome
- Seek legal solutions in accordance with the law
How to Request a Refund
Step 1: Contact Us
You may put forth your reimbursement plea through:
- Email: [email protected]
- Phone: +44 23 8000 1234
- By visiting our office at the port
Step 2: Provide Information
Accompany your appeal with the following details:
- Confirmation number for your reservation
- Dates and times specific to your charter
- Causation for annulling
- Any pertinent supporting papers
- Your chosen method for the refund
Step 3: Review and Processing
Upon receiving your plea, we will confirm within a day, assess it in accordance with our policy, provide our conclusion within two days, and execute approved reimbursements as per the specified periods.
Important Notes
- All requests for reimbursement must be clearly stated in written form
- Repaying is executed in £, disregarding the currency of the initial payment
- We strongly advise the purchase of travel insurance
- This policy may be revised, given a warning period of 30 days
- Refunds are subject to tax norms and legal regulations
Contact Information
For any inquiries or to file for a reimbursement, please reach out to:
Refunds Department
CentralKnowledgeDock Marine Services Ltd.
Port Vendres Way
Southampton SO15 1GZ
United Kingdom
Phone: +44 23 8000 1234
Email: [email protected]
Operating Hours: Monday–Friday, from 9:00 AM to 5:00 PM