Refund Policy
Transparent and equitable refund terms for your assurance
Overview
We at GrainFieldPaper realize that sometimes plans change, prompting the need for a straightforward and just refund arrangement. This document elaborates on the circumstances that may merit a refund for the yacht charter services provided.
It's important to familiarize yourself with this refund policy before confirming a reservation. When you reserve a charter with GrainFieldPaper, you are acknowledging and consenting to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund minus any processing fees
Processing Time: Approximately 5-7 business days
Processing Fee: €50 for transactions made with a credit card
Conditions: Request must be made through written communication such as email or a phone call
24-72 Hours Before Charter
Eligible for: Refund amounting to half of the total charter cost
Processing Time: Typically 7-10 business days
Processing Fee: A €25 deduction from the refund amount
Conditions: A valid reason is mandatory; subject to administrative expenses
Less than 24 Hours Before Charter
Eligible for: Ineligibility for any refund
Exception: Consideration for emergency situations is possible
Alternative: A charter credit might be offered based on the management's decision
Conditions: Emergency claims should be substantiated with proper documentation
Weather-Related Cancellations
Our Weather Guarantee
The safety of our passengers always comes first. If our experienced captain deems the weather conditions unsafe for yacht operations, we provide several options:
- Full Refund: A complete refund is available if rescheduling the charter isn’t feasible
- Reschedule: Transfer your booking to an upcoming available slot with no extra charge
- Charter Credit: Issuance of a credit note valid for one year from the original charter date
Weather Assessment Process
For weather assessments, we consider:
- Evaluation of wind patterns including speed and direction
- Examination of sea conditions and wave intensity
- Visibility levels and precipitation predictions
- Notices and advisories from the Coast Guard
- Rigorous safety evaluations by our professional captain
Decision Timeline: Decisions regarding weather cancellations are finalized at least 4 hours before the planned departure time.
Medical Emergency Refunds
Emergency Circumstances
We recognize that medical emergencies are unpredictable. The following scenarios might be considered for an exemption:
- Unexpected medical conditions necessitating hospital care
- Death within the immediate family
- Urgent calls for military duty or sudden deployments
- Summons for jury service or official court orders
- Travel-related disruptions stemming from natural disasters
Documentation Requirements
For us to process requests due to emergencies, we require:
- Evidence from a medical institution or a health certificate
- A death certificate, if relevant
- Proof of military orders
- Court issued summonses or jury notices
- Emergency declarations or travel advisories
Processing: We strive to address emergency refund requests within 3-5 business days after receiving the necessary documents.
Operational Cancellations
Mechanical Issues
Should the vessel allocated to you suffer from mechanical faults that cannot be mended:
- Alternative Vessel: We will endeavor to provide a vessel of similar standards
- Full Refund: Offered when no comparable vessel is available
- Partial Refund: Provided if the substitute vessel differs in pricing
- Compensation: We may extend additional recompense for any inconvenience endured
Crew Unavailability
On rare occasions when certified personnel are unavailable:
- Bespoke arrangements for alternate crew when possible
- A refund in full if the journey cannot be undertaken
- The option to reschedule without any extra cost
Refund Processing
Payment Method
Refunds will be processed through the same payment method originally used to make the booking:
- Credit Cards: Turnaround time of 5-7 business days
- Bank Transfers: Turnaround time of 7-10 business days
- Cash/Cheque: Turnaround time of 3-5 business days
Processing Fees
Credit Card Processing
A €50 fee applies to refunds initiated more than 72 hours prior to the event
Bank Transfer Processing
Each bank transfer refund is subject to a €25 fee
International Processing
Additional costs may be incurred for refunds involving international transactions
Charter Credits
When Credits Are Offered
In some cases, we may extend charter credits instead of refunds:
- Cancellations made at short notice (under 24 hours before the charter)
- Cancellations due to adverse weather
- Voluntary requests to change the reservation date
- Delays or disruptions caused by operational factors
Credit Terms
- Validity: Credits remain valid for a year from the date of issuance
- Transferability: Credits cannot be transferred to third parties
- Value: Equal to the full charter value, exempt from processing fees
- Usage: Applicable towards any charter that's available
- Expiration: Credits are not subject to renewal beyond 12 months
Partial Service Refunds
Service Interruptions
Any interruption or premature ending of your charter due to reasons within our purview may lead to:
- A proportional refund based on the unutilized portion of the service
- A charter credit equivalent in value to the disjointed service
- Additional complimentary services or upgrades
Guest-Related Interruptions
If the charter comes to an early halt due to conduct by guests or safety infractions:
- No reimbursement for segments of the charter unutilized
- Expectation of full payment for the scheduled service
- Possibility of extra costs depending on the circumstances
Dispute Resolution
In case of a dispute over a refund decision, you have the option to:
- Ask for a reassessment from our management team
- Submit additional proof or documentation
- Seek the intervention of consumer protection entities
- Resort to legal action according to the laws in effect
How to Request a Refund
Step 1: Contact Us
Initiate your refund request via:
- Email: [email protected]
- Phone: +33 4 93 01 23 45
- In person at our onsite office
Step 2: Provide Information
Ensure you include the following details in your request:
- Confirmation number for your booking
- The scheduled date and time for the charter
- The reason behind the cancellation
- Any relevant supporting paperwork (if necessary)
- Your preferred method to receive the refund
Step 3: Review and Processing
Our team will confirm receipt of your request within a day, evaluate it in accordance with our policy, relay their decision in two days, and, if approved, initiate the refund process as per our timeframes.
Important Notes
- All requests for a refund must be communicated in writing
- Regardless of the currency used for the initial payment, refunds are processed in €
- We strongly advise acquiring travel insurance
- Notice of any changes to this policy will be given 30 days in advance
- All refunds must comply with local tax laws and regulations
Contact Information
For any inquiries or to submit a request for a refund, you may contact:
Refunds Department
GrainFieldPaper Marine Services Ltd.
Marina Point
Nice 06300
France
Phone: +33 4 93 01 23 45
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM