Refund Policy

Transparent and just refund terms for your confidence

Overview

At CalmBrookGarden, we recognize that situations may alter, and we are committed to providing clear refund rules. This document explains the circumstances in which refunds are granted for our yacht rental services.

It is important to review these conditions thoroughly before finalizing a reservation. When you reserve a yacht with CalmBrookGarden, you are confirming your acceptance of these refund standards.

Standard Cancellation and Refund Schedule

Over 72 Hours Prior to Charter

100% Refund

Qualified for: Full reimbursement less any processing costs

Processing Duration: 5-7 working days

Processing Charge: €50 for transactions made with credit cards

Prerequisites: Cancellation must be requested via written communication such as email or telephone

Between 24 to 72 Hours Prior to Charter

50% Refund

Qualified for: Half of the complete charter cost

Processing Duration: 7-10 working days

Processing Charge: €25 taken from the refund sum

Prerequisites: A legitimate rationale is needed; administrative expenses will incur

Less Than 24 Hours Before Charter

No Refund

Qualified for: No refund possible

Exception: Emergency situations will be taken into consideration

Alternative Option: A charter credit might be given at the company's discretion

Prerequisites: Official proof required for emergency scenario claims

Weather-Related Cancellations

Our Weather Guarantee

The safety of our clients is paramount. If our trained captain deems the weather conditions unsuitable for safe maritime activities, we present adaptable solutions:

  • Complete Refund: A full refund if rescheduling is unattainable
  • Rescheduling: Transfer your reservation to the next open date with no extra charge
  • Charter Credit: Receive a voucher valid for one year from the date of the initial reservation

Weather Evaluation Process

Weather assessments entail:

  • Assessment of wind speeds and directions
  • Examination of sea conditions and swell elevations
  • Forecasts for visibility and precipitation levels
  • Updates on advisories and cautionary statements from the Coast Guard
  • A thorough safety analysis by the professional captain

Decision Making Timeline: We make calls on weather-induced cancellations no later than 4 hours prior to the planned departure time.

Medical Emergency Refunds

Emergency Conditions

Medical emergencies are unforeseen occurrences, and under certain situations, they may warrant special accommodation:

  • Sudden afflictions or injuries that necessitate hospital care
  • A demise within the immediate family circle
  • Compulsory military service or urgent summons
  • Jury obligations or a legal subpoena
  • Natural catastrophes hampering travel plans

Documentation Specifications

For processing requests related to medical emergencies, please present:

  • A medical statement or hospital records
  • A death notice, if applicable
  • Proof of military commands
  • A legal summons or jury notification
  • Advisories or declarations of emergency that influence travel

Procedure: We process refunds prompted by medical emergencies within 3-5 business days after the required documents are received.

Operational Cancellations

Technical Inconveniences

In the instance of mechanical difficulties with the vessel assigned to you which can't be fixed in a timely manner:

  • Replacement Vessel: We will work to provide a similar vessel as a replacement
  • Full Refund: Extended if no substitutable vessel is available
  • Partial Reimbursement: Issued if there is a differential in pricing with the alternative vessel
  • Compensation: Additional reparation might be offered for any inconvenience caused

Crew Challenges

In the unusual event that a certified crew is not available:

  • We will arrange an alternative crew when feasible
  • A full refund will be awarded if the yacht rental cannot go forward as scheduled
  • Options to reschedule at no additional expense

Refund Processing

Refund Methodology

Refunds are reverted back to the initial payment method utilized during the booking process:

  • Credit Card Transactions: Tend to clear within 5-7 business days
  • Bank Transfers: Generally take 7-10 business days
  • Payments Made in Cash or Cheque: Normally processed within 3-5 business days

Processing Fees

Credit Card Charges

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

Bank Transfer Expenses

There is a €25 fee for all bank transfer refund transactions

International Transaction Fees

Extra charges might be imposed for transactions extending beyond national borders

Charter Credits

Instances When Credits are Extended

In certain scenarios, charter credits are offered as an alternate to reimbursements:

  • Last-minute cancellations with a lead time less than 24-hours
  • Charter cancellations due to adverse weather
  • Customer-initiated reschedule requests
  • Interruptions due to operational factors

Conditions of Credit

  • Valid Period: Credits are valid for 12 months following the issuance date
  • Non-transferability: Credits cannot be transferred to other individuals
  • Value: Equivalent to the full value of the charter minus processing charges
  • Application: Applicable towards any future charters that are available
  • Expiry: No extension past the twelve-month limit

Partial Service Reimbursements

Service Disruptions

If your maritime hire is interrupted or cut short through no fault of your own:

  • A prorated refund based on the portion of the service not utilized
  • A credit equal in value for use towards a future rental
  • The provision of compensatory services or value-added upgrades

Guest-Originated Issues

If a charter is prematurely ended because of the guests' behavior or violations of safety protocols:

  • Reimbursement for the unused portion will not be issued
  • Full payment must still be honored
  • Potential application of additional fees

Conflicts Regarding Refunds

Should you contest a decision regarding a refund, you have the option to:

  • Call for a review by our management staff
  • Supplement with extra evidence or documentation
  • Seek intervention from consumer rights groups
  • Explore other legal channels as provided by the law

Process for Requesting a Refund

Step 1: Get in Touch

Channel your request for a refund via:

Step 2: Present Details

Accompany your request with the following specifics:

  • A confirmed reservation number
  • The scheduled date and time for the charter
  • The cause for the charter's cancellation
  • Appropriate substantiating documents (if necessary)
  • Your chosen method for receiving the refund

Step 3: Approval and Execution

Our administrative team will acknowledge your refund inquiry within a day, contrast it against this policy, return with a decision in 48 hours, and carry out approved reimbursements within the designated time intervals.

Points to Remember

  • All requests for refunds have to be communicated in a written format
  • Refund actions are undertaken in €, exclusive of the currency used for the initial payment
  • We highly advocate obtaining travel insurance
  • Policy terms are subject to amendment, provided that a 30-day notice is given
  • Refunds accord with the prevailing tax laws and regulations

Contact Details

If you have inquiries relating to refunds or wish to submit a request for a refund:

Refunds Department
CalmBrookGarden Marine Services Ltd.
Port Vell
Barcelona 08039
Spain

Phone: +34 932 23 74 00
Email: [email protected]
Operational Hours: Monday to Friday, 9:00 AM – 5:00 PM

Policy Last Reviewed: August 13, 2025

We have designed this policy to be transparent and equitable. Please familiarize yourself with these terms attentively prior to booking and don't hesitate to get in touch if there are any queries.