Refund Policy
Transparent and straightforward refund procedures for your reassurance
Overview
At SoftHillTop, we recognize that plans may change, and it's our aim to ensure fair and clear policies for refunds. In this document, we explain the terms under which refunds are granted for our yacht charter services.
It’s important to review this policy thoroughly prior to confirming a booking. When you reserve a charter with SoftHillTop, it’s taken as your agreement to this refund policy.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Qualified for: Complete reimbursement except for service charges
Processing Duration: 5-7 working days
Service Charge: €50 for card payments
Requirements: Must be submitted formally via email or phone communication
24-72 Hours Prior to Charter
Qualified for: Half of the overall charter fee
Processing Duration: 7-10 working days
Service Charge: €25 subtracted from the reimbursement
Requirements: A valid justification is needed; administrative expenses apply
Less than 24 Hours Prior to Charter
Qualified for: There are no refunds offered
Exception: Exceptions for emergent cases may be taken into account
Alternate Option: Credit for future charters might be granted at the discretion of management
Requirements: Proof is necessary for emergency cases
Weather-Related Cancellations
Our Commitment to Safety
Our foremost priority is the safety of our patrons. If sailing conditions are judged as hazardous for charter operations by our certified skipper, we offer convenient alternatives:
- Full Reimbursement: Issued if rearrangement isn’t feasible
- Rescheduling: Reschedule your trip to another available slot without extra fees
- Charter Credit: Offered with a validity of one year from the initial booking date
Evaluation of Weather Conditions
We take the following into account when evaluating weather conditions:
- Analysis of wind strength and trajectory
- Assessment of sea conditions and swell height
- Forecasts of visibility and precipitation
- Marine advisories and alerts
- Professional captain’s appraisal of safety
Timeframe for Decision: Determinations on weather discontinuations are made no later than 4 hours preceding the scheduled departure time.
Medical Emergency Refunds
Urgent Health Situations
We are cognizant that health emergencies can happen unexpectedly. The following are circumstances that may be eligible for special consideration:
- Immediate hospitalization due to sudden sickness or injury
- A family member's demise
- Military orders for deployment or urgent recall
- Serving jury duty or receiving a legal subpoena
- Natural disasters impacting travel
Necessary Documentation
To accommodate requests for refunds due to emergency, please provide:
- Medical statements or documents from hospital
- Death certification (if relevant)
- Official military assignment orders
- Legal summons or notices for jury obligation
- Travel warnings or emergency announcements
Refund Operation: Refunds for emergencies are processed within a span of 3-5 business days once proper documentation is presented.
Operational Cancellations
Technical Difficulties
In the event that assigned vessels are inoperable due to mechanical issues:
- Alternative Craft: We seek to arrange a comparable substitute
- Complete Reimbursement: Offered if no appropriate alternative is found
- Partial Reimbursement: Issued if the replacement vessel differs in price
- Compensation: Additional recompense may be granted for the trouble caused
Inaccessibility of Crew
During rare occasions where certified crew are not available:
- Efforts to find a substitute crew will be made when plausible
- Whole reimbursement if the charter is not viable
- Options to reschedule without any additional charges
Procedure for Refunds
Method of Repayment
The method used for the initial booking will be the same method used for refunds:
- Card Payments: 5-7 business days
- Bank Transactions: 7-10 business days
- Cash/Cheque: 3-5 business days
Fees for Processing
Payment Cards Processing
€50 fee for cancellations initiated over 72 hours before the event
Bank Transactions Processing
€25 fee applicable to all refund transactions via bank transfer
International Repayments
Additional costs may be incurred for refunds involving cross-border transactions
Vouchers for Future Charters
Issuance of Credits
In specific cases, credits may be proposed in place of refunds:
- Last-minute cancellations (less than 24 hours in advance)
- Cancellations due to weather
- Voluntary requests for rescheduling
- Operational setbacks
Terms for Credits
- Effectiveness: Valid for 12 months following the date of issuance
- Transferability: Credits are not assignable to others
- Value: Corresponds to the total cost of the charter (service fees excluded)
- Application: May be applied to reserve any future charters available
- Expiry: No prolongation past the 12-month limit
Reimbursements for Partial Services
Service Disruptions
If your sailing experience is hampered or curtailed due to reasons under our control:
- Repayment proportionate to the unutilized period
- Credit for a forthcoming charter equivalent in value
- Complimentary services or upgrades as consolidation
Disruptions Due to Guests
In instances where the charter is concluded prematurely due to guest behavior or breaches of safety:
- No repayment for the remainder of the time
- Full cost must be settled
- Potential extra charges might be imposed
Settling Disputes
Should there be any disagreement regarding a refund verdict, the following steps are available:
- Appeal for an appraisal by our administrative staff
- Submittal of further substantiation or details
- Utilize consumer advocacy services
- Legal recourse as stipulated under the relevant laws
Process for Refund Applications
Step 1: Reaching Out
To initiate your refund, reach out through:
- Email: [email protected]
- Phone: +353 1 123 4567
- Visiting our marina office directly
Step 2: Necessary Details
Ensure to include the following details in your application:
- Confirmation code of your reservation
- Time and date of the charter
- Reason for cancellation
- Any relevant supporting documents
- Your preferred mode of refund
Step 3: Assessment and Processing
Once received, our team will confirm your request within 24 hours, review it according to the policy, provide a decision within 48 hours, and proceed with approved reimbursements within the time frames listed above.
Vital Information
- All requests for refunds must be formally documented
- Refunds will be issued in € notwithstanding the currency used for payment
- Purchasing travel insurance is highly advised
- This policy may be revised, given a notice period of 30 days
- Refunds are subject to pertinent taxes and regulations
Contact Details
If you have enquiries about refunds or wish to submit a request:
Department of Refunds
SoftHillTop Marine Services Ltd.
Marina Pointe
Dublin D01 E2X0
Ireland
Phone: +353 1 123 4567
Email: [email protected]
Working Hours: Monday–Friday, 9:00 AM – 5:00 PM