Refund Policy
Transparent and equitable refund terms for your comfort
Overview
At SoftMeadowLane, we recognize that situations may change, and we are committed to establishing straightforward and explicit refund policies. This document details the circumstances under which refunds may be given for our yacht charter services.
It is important to review this policy in detail prior to booking your charter. By reserving a yacht with SoftMeadowLane, you are confirming your consent to these terms of refund.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding any service charges
Processing Time: 5-7 business days
Service Charge: €50 for credit card transactions
Requirements: Must be requested formally through email or phone correspondence
24-72 Hours Before Charter
Eligible for: Half of the total cost of the charter
Processing Time: 7-10 business days
Service Charge: €25 is taken from the refund amount
Requirements: Valid justification required; administrative expenses incurred
Less than 24 Hours Before Charter
Eligible for: Refund is not available
Exception: Consideration may be given for emergency situations
Alternative: A credit towards a future charter might be offered at the discretion of management
Requirements: Emergency cases must be supported with adequate documentation
Weather-Related Cancellations
Our Weather Guarantee
Our top concern is safety. If our certified captain deems weather conditions to be unsuitable for sailing, we provide flexible alternatives:
- Full Refund: If rescheduling is not feasible, a full refund will be offered
- Reschedule: Shift your charter to another available day at no extra cost
- Charter Credit: Issue a credit that is valid for a year from the date of the original booking
Weather Assessment Process
Our assessment of weather conditions entails:
- Evaluation of wind force and trajectory
- Assessment of wave amplitude and sea state
- Observation of visibility and forecast of precipitation
- Notices and alerts from the Coast Guard
- Professional captain's judgment on safety
Decision Deadline: Decisions on weather-related cancellations are made no later than 4 hours prior to the planned departure time.
Medical Emergency Refunds
Emergency Events
We acknowledge that medical emergencies are possible. In the following scenarios, special accommodations may be considered.
- Unexpected sickness or injury necessitating hospital care
- Family bereavement
- Compulsory military assignment or urgent recall
- Mandatory jury service or legal summons
- Natural catastrophes disrupting travel plans
Required Proof
To proceed with emergency refund requests, please present:
- Health certificate or hospital records
- Death notice (in relevant cases)
- Authorized military deployment orders
- Legal subpoena or jury summons
- Emergency travel regulations or disaster declarations
Processing: Refunds due to emergencies will be handled within 3-5 working days following the provision of the necessary substantiation.
Operational Cancellations
Technical Issues
If the yacht allocated for your journey encounters irreparable issues:
- Replacement Yacht: An attempt will be made to provide an equivalent alternative
- Full Refund: Offered if an appropriate substitute is not found
- Partial Refund: Issued if the alternative yacht has a different fee structure
- Compensation: Additional remuneration may be given as compensation for any inconvenience caused
Crew Impediments
In the uncommon event that a certified crewmember is unavailable:
- Substitute crew will be sought if feasible
- Full refund should the charter be unable to proceed
- Rebooking at no supplementary cost
Refund Processing
Original Payment Method
Refunds are handled using the same method as the initial booking payment:
- Credit Cards: 5-7 working days
- Bank Transfers: 7-10 working days
- Cash/Check: 3-5 working days
Service Fees
Card Transaction Fees
€50 charge for cancellations done with more than 72 hours' notice
Bank Transfer Charges
€25 is charged for all bank transfer reimbursements
International Transaction Costs
Additional charges may be incurred for international transfers
Charter Credits
Credit Issuance Situations
In specific cases, instead of a refund, a credit for charter services may be provided:
- Cancellations made at short notice (under 24 hours)
- Cancellations due to adverse weather
- Voluntary requests to reschedule
- Service disruptions
Credit Details
- Validity: Valid for 12 months from date of issuance
- Transferability: Credits cannot be transferred to other individuals
- Amount: Equal to the full value of the charter (excluding service fees)
- Application: Useable for any available charter within the validity period
- Expiry: Credits will not be extended past 12 months
Partial Service Refunds
Disruptions in Service
Should your charter experience interruptions or be reduced in duration due to our oversight:
- A proportionate refund based on the unutilized duration of the service
- Credit towards an equivalent future charter
- Additional complimentary services or enhancements
Disruptions Related to Guests
If a charter ends prematurely due to the actions or safety infractions of guests:
- No reimbursement for the remaining time
- Full payment is still required
- Potentially extra charges might be applied
Settling Disputes
Should you contest a refund judgement, the following steps are recommended:
- Ask for an assessment by our administration
- Offer supplemental proof or information
- Search for a solution via consumer protection organizations
- Take legal action as prescribed by relevant legislation
Procedure for Refund Applications
Step 1: Make Contact
Commence your refund claim through one of the following methods:
- Email: [email protected]
- Phone: +33 4 93 38 12 14
- Visit our harbour office in person
Step 2: Submit Details
For your request, please provide:
- Proof of booking
- Date and time of the scheduled charter
- Reason for cancelling
- Any supporting material if needed
- Your chosen method for receiving a refund
Step 3: Confirmation and Execution
We will acknowledge reception of your claim within one day, measure it relative to these guidelines, relay a judgement within two days, and execute any supported reimbursements within the periods mentioned above.
Key Reminders
- All applications for refunds must be communicated in written form
- Refunds are issued in €, regardless of the payment currency used initially
- We strongly urge purchasing travel insurance
- This policy is subject to alterations, with a notice period of 30 days
- Refunds are inclusive of relevant taxes and subject to legal regulations
How to Contact Us
If you have inquiries about refunds or want to request a refund:
Refunds Department
SoftMeadowLane Marine Services Ltd.
Marina Point
Cannes 06400
France
Phone: +33 4 93 38 12 14
Email: [email protected]
Operating Hours: Monday–Friday, 9:00 AM – 5:00 PM