Refund Policy
Transparent and fair refund terms for your confidence
Summary
At GardenAtlasOrbit, we recognize plans can change, and we aim to offer clear, fair refund practices. This document explains when and how refunds may be provided for yacht charter services.
Please review this policy before placing a booking. By reserving a charter with GardenAtlasOrbit, you confirm your understanding and acceptance of these refund terms.
Cancellation and Refund Timeline
Over 72 Hours Prior to Departure
Eligibility: Full amount less processing fees
Timeline: 5-7 business days
Processing Fee: €50 for credit card payments
Requirements: Request must be submitted in writing via email or phone
24 to 72 Hours Before Departure
Eligibility: 50% of the total charter price
Timeline: 7-10 business days
Fee: €25 deducted from the refund
Requirements: A valid reason is required; administrative charges apply
Under 24 Hours Before Departure
Eligibility: No refund provided
Exception: Exceptions may be made for emergencies
Alternative: A charter credit may be offered at management's discretion
Requirements: Supporting documents are required for emergency claims
Weather-Related Cancellations
Weather Assurance
Safety comes first. If our certified captain deems conditions unsafe for a charter, we provide flexible options:
- Full Refund: 100% refund if rescheduling is not feasible
- Reschedule: Move your charter to the next available date at no extra cost
- Charter Credit: Credit valid for 12 months from the original charter date
Weather Assessment Process
Our weather evaluation considers:
- Review of wind speed and direction
- Sea state and wave height
- Forecasts for visibility and precipitation
- Coast Guard notices and warnings
- Safety assessment by a professional captain
Decision Timeline: Weather-related cancellations are decided at least 4 hours before the scheduled departure.
Medical Emergency Refunds
Qualifying Emergencies
We recognize that emergencies can happen. The following situations may receive special consideration:
- Acute illness or injury requiring hospitalization
- Bereavement in the immediate family
- Military deployment or urgent recall
- Jury service or a court subpoena
- Natural disasters that disrupt travel
Required Documentation
To review emergency refund requests, please submit:
- Doctor’s note or hospital records
- Death certificate (where applicable)
- Official military orders
- Court summons or jury service notice
- Official travel advisories or emergency declarations
Processing: Once the necessary documentation is received, emergency refunds are processed within 3-5 business days.
Operational Cancellations
Mechanical Problems
If the assigned vessel has mechanical issues that cannot be resolved:
- Alternative Vessel: We will try to provide a comparable substitute
- Full Refund: If no suitable substitute is available
- Partial Refund: If the substitute vessel has different pricing
- Compensation: Additional compensation may be offered for inconvenience
Crew Unavailability
In rare instances where the certified crew is unavailable:
- We will arrange an alternative crew when possible
- Full refund if the charter cannot take place
- Rescheduling at no extra cost
Refund Processing
Payment Method
Refunds are issued back to the original payment method used at booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Refunds
€50 fee for cancellations made more than 72 hours in advance
Bank Transfer Refunds
€25 fee for all bank transfer refunds
International Processing
Additional fees may apply to international transactions
Charter Credits
When We Offer Credits
In certain cases, we may offer charter credits instead of refunds:
- Late cancellations (under 24 hours)
- Weather-related cancellations
- Customer-initiated rescheduling requests
- Operational disruptions
Credit Terms
- Validity: 12 months from the issue date
- Transferability: Non-transferable to other parties
- Value: Equal to full charter value (no processing fees)
- Usage: May be applied to any available charter
- Expiration: No extensions beyond 12 months
Partial Service Refunds
Service Interruptions
If your charter is cut short due to factors within our control:
- Prorated refund for unused time
- Credit toward a future charter of equal value
- Complimentary services or upgrades
Guest-Related Interruptions
If a charter ends early due to guest behavior or safety violations:
- No refund for unused time
- Full payment remains due
- Additional charges may apply
Dispute Resolution
If you contest a refund decision, you may:
- Request a review by our management team
- Submit additional documentation or evidence
- Seek assistance from consumer protection agencies
- Pursue legal remedies available under applicable law
How to Request a Refund
Step 1: Contact Us
Send your refund request through:
- Email: [email protected]
- Phone: +377 97 77 30 00
- In person at our marina office
Step 2: Provide Information
Include the following details:
- Booking confirmation number
- Charter date and time
- Reason for cancellation
- Supporting documentation (if applicable)
- Preferred refund method
Step 3: Review and Processing
We will acknowledge your request within 24 hours, assess it against this policy, provide a decision within 48 hours, and process approved refunds within the stated timelines.
Important Notes
- All refund requests must be made in writing
- Refunds are issued in € regardless of the original payment currency
- We strongly recommend obtaining travel insurance
- This policy may change with 30 days’ notice
- Refunds are subject to applicable taxes and regulations
Contact Information
For refund inquiries or to submit a refund request:
Refunds Department
GardenAtlasOrbit Marine Services Ltd.
Port Hercule, Quai Albert 1er
Monaco 98000
Monaco
Phone: +377 97 77 30 00
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM