Refund Policy
Straightforward and equitable refund terms for your assurance
Introduction
At OceanStreamIsland, we recognize that plans may change, and we commit to ensuring our refund policies are both fair and transparent. This document details the criteria for issuing refunds for our yacht charter services.
It’s important you review this policy thoroughly before confirming a booking. When you reserve a charter with OceanStreamIsland, you are agreeing to and accepting these refund conditions.
Cancellation and Refund Policy
72 Hours or More Before Charter
What you get: Complete refund except for handling charges
Refund Window: 5-7 working days
Handling Cost: €50 for credit card payments
Requirements: Must be requested through written communication such as email or by telephone
Between 24 to 72 Hours Before Charter
What you get: Half of the total charter price
Refund Window: 7-10 working days
Handling Cost: €25 subtracted from the refund amount
Requirements: A valid reason is required; administrative costs must be covered
Less than 24 Hours Before Charter
What you get: No refund possible
Exceptions: Emergency situations will be considered
Alternative: A charter credit might be extended at the discretion of the management
Requirements: Proper documentation needed for emergency circumstances
Cancellations Due to Weather
Weather Assurance
Your safety is our utmost concern. If our certified captain declares the weather conditions unsafe for charter operations, we offer flexible alternatives:
- Complete Refund: Issued if rescheduling is not an option
- Rescheduling: Transfer your charter to another available date without any additional charges
- Charter Credit: Secure a credit valid for one year from the initial charter date
Evaluation of Weather Conditions
Weather assessments are carried out by considering:
- Analyses of wind speed and direction
- Sea state and wave height
- Forecasts of visibility and precipitation
- Advisories and warnings from the Coast Guard
- Safety assessment from our professional captain
Decision Timing: Determinations about weather cancellations are finalized no later than 4 hours prior to the planned departure time.
Refunds for Medical Emergencies
Critical Circumstances
Medical emergencies are taken seriously, and the following may receive special refund considerations:
- Hospitalization necessitated by sudden injury or illness
- Passing of an immediate family member
- Urgent military deployment or orders
- Mandatory jury duty or court summons
- Travel-restricting natural disasters
Proof and Paperwork
Emergency refund requests should be supported with:
- Medical documentation or a hospital statement
- Death notification, if relevant
- Verified military directives
- Notification of court subpoena or jury duty
- Emergency declarations or travel advisories
Refund Process: Emergency refund claims are handled and completed within 3-5 business days after presentation of necessary documentation.
Cancellations Due to Operational Issues
Vessel Malfunctions
Should your reserved yacht encounter unresolvable mechanical issues:
- Replacement Yacht: We will provide an equivalent replacement if possible
- Complete Refund: Granted if a suitable alternative isn’t available
- Partial Refund: Provided if the replacement vessel offers different fees
- Additional Compensations: Further recompense might be given for the inconvenience
Unavailability of the Crew
In rare instances when a certified crew cannot be provided:
- A substitute crew will be organized, if possible
- Full refund is secured if the charter cannot go forward
- Rescheduling without additional expenses
Processing of Refunds
Mode of Reimbursement
Refunds will be reflected back to the original method of payment used for the reservation:
- Credit Cards: 5-7 business days
- Wire Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Costs for Processing
Credit Card Handling
€50 fee for cancellations with over 72 hours notice
Bank Transfer Handling
€25 handling charge for all wire transfer refunds
International Transaction Handling
Extra fees may be incurred for international transfers
Credits In Lieu of Refunds
Occasions for Issuing Credits
Credits may be provided instead of refunds under specific conditions:
- Short-notice cancellations (within 24 hours)
- Cancellations due to adverse weather
- Voluntary changes to the reservation
- Unanticipated operational hiccups
Conditions for Credits
- Time Valid: Credits are valid for the span of 12 months post-issue
- Non-transferrable: Credits cannot be passed to others
- Monetary Worth: Credits cover the entire charter fee without any handling deductions
- Application: Credits can be used for any available charter bookings
- Expiry: There are no extensions past the 12 months period
Compensation for Partial Services
Interruptions During Service
If your yacht charter is interrupted or curtailed due to issues we can control:
- A provisional refund pegged to the unused period
- Credit for a future booking of equivalent value
- Additional perks or upgrades offered
Disruptions Stirred by Guests
If a charter must end prematurely because of guest misbehavior or security infractions:
- No reimbursement for the remaining duration
- The entire charter cost is still payable
- Other related expenses may be applicable
Managing Refund Disputes
If you're dissatisfied with a refund decision, you’re entitled to:
- Ask for an evaluation by our administrative staff
- Submit extra evidence or documentation
- Engage consumer protection agencies for a solution
- Seek legal channels as provided by the law
Instructions for Refund Requests
Step 1: Getting in Touch
Enter your refund appeal through:
- Email: [email protected]
- Phone: +33 4 92 91 60 00
- Direct visit to our marina premises
Step 2: Supplying Details
Ensure your refund request includes:
- Confirmation code of the booking
- Details of the charter such as date and time
- Reason for cancelling
- Relevant supporting papers, where necessary
- Chosen method for refund
Step 3: Consideration and Execution
We will recognize your request within a day, evaluate it according to this policy, share our determination within two days, and carry out sanctioned refunds within the timelines stated.
Critical Considerations
- The refund appeal must be in a written format
- Refund operations are conducted in €, independent of the initial currency of payment
- We highly advocate obtaining travel insurance
- This policy can be revised with an announcement 30 days prior
- Applicable taxes and regulations may influence refund amounts
Query and Refund Contacts
For inquiries or to initiate a refund request, please reach out:
Refund Department
OceanStreamIsland Marine Services Ltd.
Port Vauban
Antibes 06600
France
Phone: +33 4 92 91 60 00
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM