Refund Policy
Transparent and fair refund practices for your assurance
Overview
At PlateauRouteCommons, we recognize that situations can change, and we are committed to providing equitable and clear refund protocols. This document specifies the terms under which refunds may be granted for our yacht charter services.
Please examine this policy thoroughly prior to making a reservation. By reserving a charter with PlateauRouteCommons, you consent to and accept these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding processing costs
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Must be requested in written form through email or telephone communication
24-72 Hours Before Charter
Eligible for: Half of the full charter cost
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the reimbursement amount
Conditions: A justifiable reason is necessary; administrative fees apply
Less than 24 Hours Before Charter
Eligible for: There are no refunds available
Exception: Consideration for emergency circumstances may be applied
Alternative: Credit for future charters may be issued at the discretion of management
Conditions: Evidence is required for claims of emergencies
Weather-Related Cancellations
Our Weather Guarantee
Your safety is always our highest concern. If weather conditions are judged unsafe for yacht operations by our certified captain, we provide flexible alternatives:
- Full Refund: Completely refunded if rescheduling isn't feasible
- Reschedule: Move your booking to an alternative date without extra charges
- Charter Credit: Issued a credit valid for one year from the date of the original charter
Weather Assessment Process
Our weather evaluation process includes:
- Analysing wind patterns and intensity
- Assessing sea conditions and wave metrics
- Evaluating visibility and precipitation expectations
- Observing any advisories and alerts from the Coast Guard
- Appraisal of safety by a professional captain
Decision Timeline: Decisions on weather-related cancellations are made a minimum of 4 hours prior to the scheduled departure time.
Medical Emergency Refunds
Emergency Circumstances
We comprehend that medical emergencies are unforeseeable. The subsequent conditions may be considered for particular exemptions:
- Unexpected illness or injury necessitating hospital care
- A death within the immediate family
- Compulsory military service or unexpected recall
- Imperative jury duty or legal summons
- Natural disasters impacting transportation
Documentation Requirements
To process a request for an emergency refund, the following proof is required:
- A medical note or hospital documentation
- A death certificate, if relevant
- Official military deployment papers
- A summons for court or notice for jury service
- Emergency proclamations or travel warnings
Processing: Refunds based on emergencies are processed within 3-5 business days after receiving the appropriate evidence.
Operational Cancellations
Mechanical Issues
In the event that the vessel designated to you encounters mechanical issues that cannot be fixed promptly:
- Alternative Vessel: Our intention is to arrange a comparable substitute
- Full Refund: Granted if no appropriate replacement is found
- Partial Refund: Applied if the alternate vessel has different pricing
- Compensation: Additional compensatory measures may be provided for the inconvenience
Crew Unavailability
In exceptional events that there is an absence of available certified crew:
- We shall strive to secure a substitute crew where possible
- A complete refund will be issued if the charter cannot proceed
- Offer the option to reschedule without incurring extra costs
Refund Processing
Payment Method
Reimbursements will be issued to the initial form of payment utilized for the booking:
- Credit Cards: Typically within 5-7 business days
- Bank Transfers: Take about 7-10 business days
- Cash/Cheque: Processed within 3-5 business days
Processing Fees
Credit Card Processing
A €50 fee is applied for cancellations that occur more than 72 hours before the charter date
Bank Transfer Processing
A €25 fee is imposed for all bank transfer reimbursements
International Processing
International transactions may be subject to additional fees
Charter Credits
When Credits Are Offered
Credits for future charters may be extended as an alternative to refunds under certain conditions:
- Last-minute cancellations (under 24 hours prior to the charter)
- Cancellations due to weather
- Voluntary requests for rescheduling
- Disruptions related to operational factors
Credit Terms
- Validity: Credits are valid for a twelve-month period from issuance
- Transferability: Credits are not transferable to other individuals
- Value: They carry the full amount of the original charter without deduction for fees
- Usage: Credits can be applied to any future charters that are available
- Expiration: Credits will expire without the possibility of extension after twelve months
Partial Service Refunds
Service Interruptions
If your charter experiences an interruption or ends earlier due to factors within our sphere of control:
- A refund proportional to the unused portion
- Issuance of a credit for a future charter equal to the unused portion's value
- Alternative services or upgrades may be offered at no cost
Guest-Related Interruptions
In the event that a charter must be terminated early because of a guest's behaviour or safety infractions:
- N *o compensation for the time not used
- Full payment for the charter is still expected
- There could be additional fines that will be charged
Dispute Resolution
Should there be disagreements over a refund verdict, you are entitled to:
- Ask for an appraisal by our executive team
- Provide supplementary proof or data
- Look for resolution via consumer protection entities
- Consider legal courses of action in accordance with the law
How to Request a Refund
Step 1: Reach Out
Send us your request for a refund through:
- Email: [email protected]
- Phone: +377 93 10 63 00
- Directly at our office located at the marina
Step 2: Provide Information
Your request should include:
- Your reservation confirmation code
- Date and time of the charter
- The basis for cancellation
- Any relevant documents (if appropriate)
- Your chosen method for the refund
Step 3: Review and Processing
Our customer service will acknowledge your request within a day, evaluate it in line with this policy within 48 hours, and, if approved, process the refund in accordance with the specified timeframes.
Important Notes
- All requests for refunds must be formulated in written form
- Refunds are executed in € whatever the initial payment currency was
- We highly propose obtaining travel insurance
- This policy may be updated, with a notification period of 30 days
- All refunds are subject to prevailing taxes and legal stipulations
Contact Information
For any inquiries concerning refunds or to put forward a refund claim:
Refunds Department
PlateauRouteCommons Marine Services Ltd.
Port d'Hercule
Monte Carlo 98000
Monaco
Phone: +377 93 10 63 00
Email: [email protected]
Work hours: Monday–Friday, 9:00 AM – 5:00 PM