Refund Policy

Transparent and straightforward refund terms for your assurance

Overview

At OpenCommunityHaven, we recognize that situations may arise leading you to seek a refund, and our goal is to provide transparent and equitable procedures for refunds. This document specifies the conditions under which refunds can be made for yacht chartering services.

Please review this refund policy thoroughly prior to reservation. By securing a charter with OpenCommunityHaven, you consent to adhere to these terms regarding refunds.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Entitled to: Full reimbursement less transaction fees

Process Duration: 5-7 business days

Transaction Fee: €50 for credit card payments

Requirement: Cancellation must be done written via email or over the phone

24-72 Hours Before Charter

50% Refund

Qualified for: Half of the total cost of charter

Processing Duration: 7-10 business days

Transaction Fee: €25 subtracted from the refund amount

Stipulations: A legitimate reason is required; administrative expenses incurred

Less than 24 Hours Before Charter

No Refund

Qualified for: No refund offered

Exception: Exceptions for emergencies may be taken into account

Alternative: Voucher for charter may be provided at the discretion of management

Stipulations: Documentation necessary for emergency situations

Weather-Related Cancellations

Our Weather Guarantee

Safety comes first. Should the weather be judged unsafe for chartering by our certified captain, alternatives will be offered:

  • Full Refund: Guaranteed 100% return of funds if rescheduling cannot be arranged
  • Reschedule: Shift your charter to an alternate accessible date at no extra charge
  • Charter Credit: Provided credit is good for one year from the original charter date

Weather Assessment Process

Our approach for evaluating weather includes:

  • Examination of wind speed and direction
  • Evaluation of wave height and conditions of the sea
  • Forecasts for visibility and precipitation
  • Advisories and notifications from the Coast Guard
  • Professional captain's judgment of safety

Decision Timeframe: Decisions regarding weather cancellations are made at the latest 4 hours before the planned departure time.

Medical Emergency Refunds

Medical Emergency Situations

We are aware that unforeseen medical emergencies may occur. The following instances might be eligible for special consideration:

  • Sudden medical condition or injury requiring hospital admission
  • Passing of an immediate family member
  • Military orders or urgent recall
  • Jury summons or legal obligations
  • Natural calamities affecting travel plans

Proof Requirements

When seeking an emergency refund, we ask you to submit:

  • Medical statement or proof of hospital stay
  • Death certificate, if relevant
  • Formal military directives
  • Legal subpoenas or jury notices
  • Notices of travel restrictions or emergency declarations

Procedure: Refunds for emergencies are processed within 3-5 working days once the necessary documents are received.

Operational Cancellations

Technical Failures

If the yacht designated for your charter suffers from mechanical issues that cannot be promptly fixed:

  • Replacement Vessel: We will endeavor to supply an equivalent alternative
  • Full Refund: Should there be no suitable replacement available
  • Partial Refund: In case the substitute vessel differs in price
  • Compensation: Additional reparation may be provided for inconveniences caused

Crew Unavailability

In unique cases when certified personnel are unavailable:

  • A substitute crew will be sourced if feasible
  • Complete refund if the charter is unable to go ahead
  • Reschedule with no added fees

Refund Processing

Repayment Method

Refunds will be reverted to the payment method originally used for the booking:

  • Credit Cards: Processed within 5-7 business days
  • Bank Transfers: Processed within 7-10 business days
  • Cash/Cheque: Completed within 3-5 business days

Processing Fees

Credit Card Transactions

€50 fee for cancellations with advance notice over 72 hours

Bank Transfer Transactions

€25 charge for each bank transfer refund

Additional Fees for International Transactions

Supplementary fees may be applicable for transactions across countries

Charter Credits

Scenarios for Offer of Credits

We may offer credit for future charters as an alternative to reimbursements under several scenarios:

  • Late cancellations (within less than 24 hours)
  • Cancellations due to adverse weather
  • Requests for voluntary rescheduling
  • Disruptions due to operational issues

Credit Conditions

  • Period of Validity: Effective for 12 months following issue
  • Transferrable: Credits cannot be transferred to other individuals
  • Monetary Worth: Equal to the full amount of the charter without transaction fees
  • Application: Applicable to any open charter slots
  • Validity Termination: Credits expire 12 months post-issuance with no extensions

Refunds for Disrupted Services

Service Disruptions

Should your cruise experience disruption or premature conclusion for reasons within our control:

  • A proportional refund appropriate to the unutilized duration
  • Credit equating to a future voyage of identical value
  • Complimentary services or enhancements

Interruptions Due to Charter Guests

When an early termination of the charter is due to the behavior or safety violations of the guests:

  • No reimbursement for the unused portion
  • Complete payment is still required
  • Additional fines may be deemed necessary

Dispute Resolution

In case of disputes regarding refund decisions, you may:

  • Call for a reassessment by our management
  • Present additional evidence or testimonials
  • Search for a settlement through consumer advocacy entities
  • Exercise your legal recourse as permissible under the law

Initiating a Refund Request

Step 1: Reach Out

Begin your refund application through:

Step 2: Collate Your Details

Ensure the following details are included in your application:

  • Reservation confirmation code
  • Scheduled date and time of the charter
  • Cancellation rationale
  • Any pertinent backup documents (when applicable)
  • Preferred method for the refund

Step 3: Review and Execution

Once we receive your request, our team will acknowledge it within a day, evaluate it against our policy, reach a decision within two days, and proceed with refund actions within the timelines stated herein.

Crucial Reminders

  • All refund applications are to be documented in writing
  • Refunds are issued in € irrespective of the currency used for payment
  • Acquisition of travel insurance is highly advised
  • This policy can be amended given a 30-day notification
  • Refunds are subject to relevant taxes and regulations

Contact Details

Should you have questions regarding refunds or to submit a request for one:

Refunds Department
OpenCommunityHaven Marine Services Ltd.
Marina Bay
Valletta VLT 1362
Malta

Telephone: +356 2122 2610
Email: [email protected]
Office Hours: Monday to Friday, from 9:00 AM to 5:00 PM

Last Update: September 10, 2024

This refund policy has been crafted for clarity and transparency. We recommend you examine these terms thoroughly prior to booking and to contact us with any questions you may have.