Refund Policy
Transparent and equitable refund provisions for your assurance
Overview
At LightShadeTone, we recognize that plans may alter, and we are committed to providing clear and straightforward refund practices. This document delineates the criteria for issuing refunds for our yacht charter services.
Before confirming a booking, please review this policy thoroughly. By reserving a charter with LightShadeTone, you are consenting to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete reimbursement minus handling charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Should be petitioned in written form through email or telephone
24-72 Hours Before Charter
Eligible for: Half of the total charter expense
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the reimbursement amount
Conditions: Justifiable cause required; administrative expenses apply
Less than 24 Hours Before Charter
Eligible for: No compensation available
Exception: Dire situations might be taken into account
Alternative: Credit for charter may be granted at the discretion of management
Conditions: Proof required for emergency cases
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our utmost concern. Should our certified captain judge the weather conditions as risky for charter operations, we provide flexible alternatives:
- Full Refund: Issued if rescheduling proves to be impracticable
- Reschedule: Adjust your charter to a new available date with no extra charge
- Charter Credit: Acquire a credit that's valid for one year from the original charter date
Weather Assessment Process
The criteria for our weather evaluation consist of:
- Analyzing wind velocities and patterns
- Wave height and marine conditions
- Forecast of visibility and precipitation
- Advisories and directives from the Coast Guard
- Professional captain's judgment on safety
Decision Timeline: Determinations related to weather cancellations are executed at least 4 hours before the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We acknowledge the occurrence of medical emergencies. Cases that may warrant special consideration include:
- Acute illness or injury necessitating hospital care
- Passing of an immediate family member
- Notice of military deployment or emergency recruitment
- Summoning for jury duty or legal subpoena
- Travel disruptions due to natural catastrophes
Documentation Requirements
Emergency refund claims necessitate the provision of:
- A medical certificate or documentation from a hospital
- Certificate of death (if relevant)
- Orders from the military
- Juror summons or notification of subpoena
- Announcements of travel advisories or state of emergencies
Processing: Emergency reimbursement claims are actioned within 3-5 business days following the reception of appropriate documents.
Operational Cancellations
Mechanical Issues
If the yacht designated to you encounters unsolvable mechanical issues, we will:
- Alternative Vessel: Attempt to arrange a comparable vessel
- Full Refund: Provide a full refund if a suitable replacement isn't available
- Partial Refund: Offer a partial refund if the alternative vessel has a different price
- Compensation: Contemplate giving additional compensation for the inconvenience caused
Crew Unavailability
In the unusual event that a certified crew is not available:
- An effort will be made to secure an alternate crew
- A full refund is assured if the charter is unable to proceed
- Rebooking at no extra cost
Refund Processing
Payment Method
Reimbursements are issued back to the original form of payment used at the time of reservation:
- 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 made with more than 72 hours notice
Bank Transfer Processing
€25 charge for all bank transfer refunds
International Processing
Additional charges may apply to international refunds
Charter Credits
When Credits Are Offered
In certain cases, charter credits are provided as an alternative to direct refunds:
- Late cancellations not within 24-hour notice
- Cancellations due to adverse weather conditions
- Voluntary requests to delay the charter
- Interruptions in operations
Credit Terms
- Validity: 12 months from the date of issue
- Transferability: Credits cannot be transferred to other individuals
- Value: Credits cover the full value of the charter without deduction for processing charges
- Usage: Credits are applicable to any bookable charter
- Expiration: Credits must be used within 12 months with no extension
Partial Service Refunds
Service Interruptions
Should your charter experience interruptions or get shortened due to factors within our control, potential remedies include:
- Partial refunds calculated by the duration of unused service
- Credits for a future service of equal value
- Offers of additional services or enhancements
Guest-Related Interruptions
In the event of a charter ending prematurely due to issues related to guest behavior or breach of safety guidelines:
- No refunds for remaining time not used
- Full payment is still mandated
- Possible additional charges
Dispute Resolution
If there is any discord with a refund decision, possible actions include:
- Asking for a reassessment by our administration
- Submitting more proof or documentation
- Looking for resolution through agencies dedicated to consumer protection
- Legal pursuit as per the governing laws
How to Request a Refund
Step 1: Contact Us
Initiate your refund request through:
- Email: [email protected]
- Phone: +34 932 23 74 34
- Direct visit to our marine office
Step 2: Provide Information
Accompany your request with the following details:
- Confirmation code of the booking
- Scheduled date and time of the charter
- Cancellation rationale
- Applicable supporting documents (if relevant)
- Your chosen method to receive the refund
Step 3: Review and Processing
Our team will confirm receipt of your request within a day's time, evaluate it as per this policy, notify you with a verdict in two days' time, and proceed with sanctioned reimbursements as per the mentioned timeframes.
Important Notes
- All requests for reimbursement need to be submitted in written format
- Returns are issued in € regardless of the original currency of payment
- Purchasing travel insurance is advised
- This document is subject to change, provided a 30 days' notice
- Refunds adhere to relevant taxes and legal stipulations
Contact Information
For inquiries or to make a refund plea:
Refunds Department
LightShadeTone Marine Services Ltd.
Port Vell, Marina
Barcelona 08039
Spain
Phone: +34 932 23 74 34
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM