Refund Policy

Transparent and equitable refund terms for your ease of mind

Introduction

At CrimsonHillVale, we realize plans may change and are committed to enacting fair and clear refund policies. This document spells out the conditions which qualifies for a refund regarding our yacht charter services.

It is important to read these terms thoroughly before booking a charter. By making a charter reservation with CrimsonHillVale, you agree to these refund conditions.

Cancellation and Refund Framework

If Cancelled Over 72 Hours Before Charter

100% Refund

Qualifies for: A complete refund minus any handling charges

Processing Duration: 5-7 business days

Handling Charge: €50 for transactions made via credit card

Stipulations: Written request required through email or telephone

If Cancelled Between 24 and 72 Hours Before Charter

50% Refund

Qualifies for: Half of the total cost of the charter

Processing Duration: 7-10 business days

Handling Charge: €25 subtracted from the refund total

Stipulations: A genuine reason must be given; associated administrative costs may apply

If Cancelled Less Than 24 Hours Before Charter

No Refund

Qualifies for: There will be no refunds available

Exception: Extreme circumstances will be taken into account

Option: A charter credit might be offered at the discretion of management

Stipulations: Supporting documentation required for emergency cases

Cancellations Due to Weather

Weather Guarantee Commitment

Your safety is our highest concern. If weather circumstances are determined to be dangerous for charter operations by our authorized captain, we provide adaptable alternatives:

  • Total Refund: Granted in full if it's not possible to reschedule
  • Switch Dates: Change your booking to an alternative date with no extra charges
  • Charter Credit: Issued for use within a year from the date of the initial charter

Procedure for Weather Analysis

The assessment of weather includes:

  • Analysing wind patterns and directions
  • Forecasting wave height and marine conditions
  • Checking visibility and rain expectations
  • Adhering to Coast Guard advisories and notifications
  • Evaluating safety based on professional captain judgement

Timeframe for Decisions: Decisions about weather-related cancellations are made no more than 4 hours before the arranged departure.

Refunds for Medical Urgencies

Cases of Emergency

We understand that unforeseen medical issues can happen. Below are scenarios that may be considered for exceptional refund cases:

  • An abrupt illness or injury necessitating hospitalization
  • Passing away of a close family member
  • Unexpected military duty or recall
  • Summoned to court or jury service
  • Travel disruptions caused by natural disasters

Required Documents

To deal with requests for urgent refunds, please furnish:

  • A medical note or records from the hospital
  • Certificate of death (where relevant)
  • Military deployment notices
  • Court orders or notice for jury service
  • Emergency declarations or travel cautions

Refund Process: Requests for urgent refunds are processed within 3-5 business days after receiving the necessary documentation.

Cancellations Due to Operational Problems

Mechanical Failures

In the event the designated vessel encounters mechanical failures that cannot be rectified:

  • Substitute Vessel: We'll try to provide a similar replacement
  • Total Refund: Should no appropriate substitute be available
  • Proportional Refund: If the replacement vessel has a different cost
  • Reparation: Additional compensation may be considered for the inconvenience

Availability of Crew

In the unlikely event that the certified crew is unavailable:

  • Efforts will be made to arrange an alternative crew
  • Complete refund if the charter cannot go ahead
  • Options for rescheduling without extra fees

Refund Transaction Procedure

Refund Method

Refunds will be issued back to the original payment method employed for the reservation:

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

Fees for Processing

Credit Card Handling

A €50 fee for cancellations made more than 72 hours in advance

Direct Bank Transfer Handling

A €25 fee for all bank transfer refunds

International Transactions

For international transactions, additional fees may be incurred

Offering of Charter Credits

Scenarios for Issue of Credits

Credits for charters might be proposed instead of a refund under certain scenarios:

  • Cancellations made at short notice (under 24 hours prior)
  • Cancellations due to weather concerns
  • Voluntary changes to booking times
  • Interruptions to normal operations

Credit Specifications

  • Validity Span: 12 months from the date of issue
  • Exchangeable: Restricted to the individual it was issued to and not transferable
  • Value: Equivalent to the full cost of the charter, with no handling fees deducted
  • Application: Applicable towards any charter available
  • Lapse: No rollover past the 12 months

Refunds for Partial Services

Disruptions to Service

In the case that your charter is disrupted or shortened due to factors within our control:

  • A proportional refund based on the unutilized duration
  • Credit for a future equivalent charter
  • Complimentary services or possible upgrades

Disruptions Caused by Guests

Should a charter be terminated ahead of schedule due to guest behavior or safety infringements:

  • No refunds will be provided for the unused portion
  • Full charges are still applicable
  • Potential extra costs may be incurred

Addressing Disagreements

In the instance of dissent regarding a refund decision, you may:

  • Ask for a reevaluation from our administrative team
  • Submit supplementary information or proof
  • Look for a solution through consumer protection organizations
  • Consider judicial solutions in accordance with relevant laws

Procedure to Follow for Refund Requests

Step 1: Initiate Contact

Indicate your desire for a refund through:

Step 2: Disclose Required Information

Your refund petition should contain the following information:

  • Confirmation code of your booking
  • Date and time of the charter
  • The grounds for cancellation
  • Any supportive documents (if necessary)
  • Your choice for the mode of refund

Step 3: Wait for Review and Completion of Processing

Our team will recognize your request within a day, assess it in accordance with this policy, provide an outcome within two days, and issue refunds within the specified time periods for approved claims.

Crucial Remarks

  • All pleas for refunds must be lodged in writing
  • All repayments will be conducted in €, regardless of the original payment's currency
  • It is highly suggested that you purchase travel insurance
  • These policies are subject to changes following a 30 days notice
  • Refunds are under the jurisdiction of relevant tax laws and regulations

Contact Information

For any questions concerning refunds or to put forward a request for one:

Refunds Department
CrimsonHillVale Marine Services Ltd.
Port de Monaco
Monte Carlo 98000
Monaco

Telephone: +377 93 10 63 00
Email: [email protected]
Operational Hours: Monday to Friday, from 9:00 AM to 5:00 PM

Latest Revision: August 23, 2025

This policy is designed with fairness and transparency at its core. We encourage you to become familiar with these terms before booking, and to get in touch with any inquiries.