Refund Policy
Transparent and fair refund policies for your reassurance
Overview
At MirrorPineLight, we recognize that plans may change and are committed to providing clear refund policies that are just and straightforward. This document details the terms under which refunds for yacht charter services can be granted.
It is important to review this policy thoroughly prior to booking a charter. By reserving a charter with MirrorPineLight, you are confirming your acceptance of these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Total refund except for service charges
Processing Time: 5-7 business days
Processing Fee: £50 for credit card transactions
Conditions: Must be requested in written form via email or telephone
24-72 Hours Before Charter
Eligible for: Half of the total charter cost
Processing Time: 7-10 business days
Processing Fee: £25 subtracted from the refund amount
Conditions: A valid reason is needed; administrative fees apply
Less than 24 Hours Before Charter
Eligible for: No refund offered
Exception: Exceptions for emergency circumstances may be taken into account
Alternative: A credit for future charters might be given at the discretion of the management
Conditions: Emergency situations must be validated with documentation
Weather-Related Cancellations
Our Weather Guarantee
Your safety remains our paramount concern. If our skilled captain decides that weather conditions are not secure for charter operations, we will propose the following flexible solutions:
- Full Refund: Issued in complete amount if rescheduling the charter is not feasible
- Reschedule: Assignment of a new date for the charter without any extra fees
- Charter Credit: A voucher valid for a year from the initial charter date
Weather Assessment Process
The review of weather involves:
- Calculating wind patterns and power
- Checking wave heights and oceanic circumstances
- Forecasting visibility and precipitation
- Considering Coast Guard alerts and advisories
- A professional captain's assessment of safety
Decision Timeline: Determinations regarding weather-related cancellations are made at most 4 hours before the planned departure.
Medical Emergency Refunds
Emergency Circumstances
Unforeseen medical emergencies are recognized by us. Special consideration may be given in the following situations:
- Sudden medical conditions or accidents requiring a hospital stay
- Passing of a close family member
- Urgent military orders or call to duty
- Jury service or legal summons
- Natural catastrophes impacting travel plans
Documentation Requirements
The following paperwork is required to process your request for an emergency refund:
- Medical credentials or proof from the hospital
- Death certification (as needed)
- Formal military directions
- Summonses for jury or court duty
- Advisories on travel or declarations of emergencies
Processing: Emergency refund requests are handled within 3-5 business days after we receive the correct documents.
Operational Cancellations
Mechanical Issues
In situations where the designated vessel suffers unresolvable mechanical problems:
- Alternative Vessel: Our attempt will be to offer a comparable substitute
- Full Refund: Provided if no appropriate alternative is available
- Partial Refund: Issued if the substitute vessel has different rates
- Compensation: Additional compensation can be considered as compensation for any inconvenience
Crew Unavailability
In the seldom instances of unavailability of certified crew:
- Efforts to find substitute crew when possible
- Total refund if the charter cannot be carried out
- Opportunity to reschedule with no extra cost
Refund Processing
Payment Method
Refunds are credited back to the original mode of payment for the booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
£50 charge for cancellations done over 72 hours in advance
Bank Transfer Processing
£25 fee applied to all bank transfer refunds
International Processing
There may be extra fees for international operations
Charter Credits
When Credits Are Offered
Circumstances in which charter credits can be provided as an alternative to refunds include:
- Late cancellation (less than 24 hours before)
- Situations related to adverse weather conditions
- Voluntary rescheduling by the customer
- Issues arising from operational factors
Credit Terms
- Validity: Effective for a period of 12 months from the date of issue
- Transferability: Credits are non-transferable to others
- Value: The credit retains the whole value of the charter (service fees excluded)
- Usage: Applicable towards any charter that’s available
- Expiration: Credits must be used within 12 months; no extensions
Partial Service Refunds
Service Interruptions
Should your experience be interrupted or cut short due to circumstances we are accountable for:
- A refund proportional to the unused portion of the service
- A voucher for a similar future service
- Additional complimentary services or enhancements
Guest-Related Interruptions
In cases where a charter is terminated early due to behaviors or safety breaches by guests:
- No return of funds for the unused time
- Full charge is expected to be paid
- Potential for extra costs
Dispute Resolution
Should you find yourself disagreeing with a decision regarding refunds, you have the option to:
- Request an examination by our management
- Submit additional evidence or papers
- Seek out consumer protection entities
- Look to legal solutions consistent with the law
How to Request a Refund
Step 1: Contact Us
To initiate a refund claim, reach out through:
- Email: [email protected]
- Phone: +44 117 929 1234
- Directly at our waterfront office
Step 2: Provide Information
Your cancellation notice should include:
- Your confirmation code for booking
- The scheduled charter time and date
- Your reason for cancelling
- Any necessary supporting papers
- Your preferred method for the refund
Step 3: Review and Processing
Following receipt, our team will acknowledge your refund application within a day, evaluate it in connection with this policy, inform you of the decision within two days, and carry out approved refunds in accordance with the timelines mentioned.
Important Notes
- All claims for refunds should be submitted in a written format
- Refunds are processed in £ irrespective of the currency utilized for payment
- We strongly encourage acquiring travel insurance
- Notice will be provided 30 days ahead of any changes to this policy
- Refunds align with relevant taxes and legal regulations
Contact Information
To inquire about refund processes or to present a refund claim:
Refunds Department
MirrorPineLight Marine Services Ltd.
Marina Point, Harbour Road
Bristol BS1 5UH
United Kingdom
Phone: +44 117 929 1234
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM