Refund Policy
Transparent and equitable refund terms for your reassurance
Overview
We at ToneShadeBrush recognize that situations may change, prompting us to offer equitable and lucid refund practices. Detailed within this policy are the scenarios in which refunds for our yacht charter services may be granted.
Before confirming a booking, please examine this policy thoroughly. By securing a yacht charter through ToneShadeBrush, you are complying with and accepting these refund conditions.
Typical Refund and Cancellation Timeline
Exceeding 72 Hours Prior to Charter
Qualifies for: Complete reimbursement except for service charges
Processing Duration: 5-7 business days
Service Charge: £50 for card transactions
Stipulations: Requests must be made in written form via email or telephone
Between 24 to 72 Hours Before Charter
Qualifies for: Half the total cost of the yacht charter
Processing Duration: 7-10 business days
Service Charge: £25 subtracted from the reimbursement
Stipulations: Cancellations must have a valid reason; administrative expenses incurred
Less Than 24 Hours Prior to Charter
Qualifies for: No repayment available
Exception: Unexpected instances may be reviewed
Alternative: Voucher for a yacht charter may be provided at the discretion of management
Stipulations: Proof is necessary for claims of urgency
Cancellations Due to Weather
Our Pledge Regarding Weather
Our prime concern is safety. Should the captain, who is certified, judge weather conditions as perilous for charter voyages, we present several flexible choices:
- Complete Reimbursement: If it's not possible to reschedule, a full refund is given
- Rescheduling: Shift your yacht charter to a future available slot at no extra charge
- Voucher: Issue of a voucher that remains valid for a year from the original booking date
Evaluating Weather Conditions
An analysis of weather conditions includes:
- Inspection of wind velocity and bearing
- Height of waves and state of the sea
- Visibility checks and precipitation projections
- Maritime advisories and cautions from the Coast Guard
- Professional judgment on safety by the captain
Decision Window: Judgments regarding weather cancellations are made at least 4 hours ahead of the scheduled departure.
Medical Emergency Refunds
Urgent Medical Events
We understand the unpredictability of health crises. Instances that may warrant special consideration include:
- Unanticipated ailment or injury leading to hospitalization
- A death in the immediate family
- Military deployment or urgent recall
- Being summoned for jury duty or a legal subpoena
- Natural disasters obstructing travel plans
Documents Necessary
For processing requests for emergency refunds, kindly provide:
- Medical proof or documentation from the hospital
- Death certification (if appropriate)
- Orders from the military
- Summonses from the court or notices for jury duty
- Travel warnings or declarations of emergency
Procedure: Emergency repayment requests are processed between 3-5 business days after obtaining the necessary documentation.
Cancellations Due to Operational Issues
Mechanical Failures
In an event where the yacht allotted to you encounters irreparable mechanical faults:
- Alternate Yacht: We shall make an effort to supply you with a comparable substitute
- Full Reimbursement: A complete refund if an equivalent replacement cannot be arranged
- Partial Reimbursement: If the substitute yacht differs in cost
- Compensation: Possible additional recompense for your inconvenience
Unavailable Crew
In the uncommon scenario when a qualified crew cannot be provided:
- An alternate crew will be arranged, when feasible
- A full refund is issued if the yacht charter can't proceed
- Option to reschedule at no extra cost
Refund Procedure
Method of Payment
Reimbursements are processed back to the initial payment method used to make the booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Service Charges
Credit Card Transactions
£50 charge for cancellations occurring more than 72 hours prior to the booking date
Bank Transfer Operations
£25 charged for all refunds made via bank transfer
International Operations
Additional costs might be levied for refunds related to international transactions
Charter Vouchers
Instances Vouchers Are Offered
Vouchers for yacht charters can be provided as an alternative to refunds under certain conditions:
- Cancellations made at short notice (under 24 hours' notice)
- Cancellations due to adverse weather
- Voluntary changes in booking times
- Disruptions in service
Terms for Vouchers
- Validity: Applicable for one year from the issuance date
- Transferability: These cannot be transferred to another individual
- Value: The voucher retains the full value of the charter, free from fees
- Utilization: They can be utilized for any available charter dates
- Non-extension: There is no extension beyond the 12-month limit
Partial Reimbursements for Incomplete Services
Service Disruptions
If your yacht charter experience is interrupted or shortened due to reasons we are responsible for:
- A reimbursement proportionate to the time not used
- A credit for a future equivalent yacht charter
- Gestures of goodwill or complimentary upgrades
Interruptions Instigated by Guests
If a charter ends prematurely due to the conduct of the guests or violation of safety codes:
- No repayment for the period left unused
- Payment in full is still demanded
- Extra charges might be applied
Contesting Refund Decisions
Should you not concur with a decision regarding a refund, you have the right to:
- Seek a reassessment by our customer service team
- Present further supporting details or evidence
- Request help from consumer rights groups
- Explore legal options within the confines of the law
Process of Refund Request
Step 1: Get in Touch
To make a request for refund, contact us through:
- Email: [email protected]
- Phone: +44 23 9221 0600
- Visiting our main office at the dock
Step 2: Supply Required Details
Your refund appeal should include:
- Confirmation number of your booking
- Date and time of the charter
- The cause for cancellation
- Any pertinent proof (where necessary)
- Your preferred method of refund
Step 3: Evaluation and Processing
We will acknowledge your appeal within a day, assess it against our policies, communicate our determination within two business days, and initiate approved refunds in the periods specified.
Critical Notices
- All refund appeals should be submitted in writing
- Refunds will be processed in £, regardless of the payment currency used initially
- We highly recommend acquiring travel insurance
- Our policies are subject to amendments, which will be communicated 30 days beforehand
- Repayments are in accordance with applicable taxes and legislation
Contact Details
For inquiries related to refunds or to lodge a request:
Refunds Department
ToneShadeBrush Marine Services Ltd.
Port Solent
Portsmouth PO6 4TP
United Kingdom
Phone: +44 23 9221 0600
Email: [email protected]
Office Hours: Monday to Friday from 9:00 AM until 5:00 PM