Refund Policy
Transparent and straightforward refund terms for your assurance
Overview
At MistyHarborLane, we recognize that plans may change, and we are committed to having clear and transparent refund policies in place. This policy details the scenarios under which refunds can be provided for our yacht chartering services.
It is important to understand this policy thoroughly before booking. By reserving a charter with MistyHarborLane, you are confirming that you have read and consent to these refund terms.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Total refund except for processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Must be submitted in written form via email or contact number
24-72 Hours Before Charter
Eligible for: Half the total cost of the charter
Processing Time: 7-10 business days
Processing Fee: €25 taken from the refund amount
Conditions: A valid reason is required; administrative charges apply
Less than 24 Hours Before Charter
Eligible for: No refunds offered
Exception: Emergency situations may be taken into account
Alternative: Credit for future charters could be bestowed at the discretion of the management
Conditions: Documentation for emergencies must be presented
Weather-Related Cancellations
Our Commitment to Safety
Your safety is our utmost concern. If weather conditions pose a hazard for charter operations, as decided by our certified captain, we offer several alternatives:
- Complete Refund: Issued if rescheduling isn’t an option
- Rescheduling: Move your charter without extra fees to an available later date
- Charter Credit: Credit valid for one year from the date of the original charter
Procedure for Evaluating Weather
Prior to a charter, the following assessments are carried out:
- Evaluation of wind directions and speeds
- Assessment of waves and oceanic conditions
- Forecasts for visibility and precipitation
- Advisories and warnings from the Coast Guard
- Risk assessment by the professional captain in charge
Decision Timing: Decisions on weather cancellations are made no later than four hours before the charter is due to begin.
Medical Emergency Refunds
Emergency Guidelines
We are aware that unexpected medical issues can arise. The subsequent scenarios might qualify for special refund considerations:
- Immediate illness or injury necessitating hospital admission
- A passing in the immediate family
- Deployment or emergency callup for military personnel
- Compulsory jury duty or court orders
- Travel impediments due to natural calamities
Needed Proof for Emergencies
The following documents are required for processing requests related to emergency refunds:
- Medical statements or hospital confirmations
- Certificate of death, if relevant
- Military deployment notices
- Summons for court appearances
- Emergency declarations affecting travel
Procedure: Refunds due to emergencies are administered within three to five business days after receiving the correct documentation.
Operational Cancellations
Mechanical Difficulties
Should the assigned vessel suffer from mechanical issues that cannot be swiftly fixed:
- Replacement Vessel: We endeavor to procure a comparable replacement vessel
- Complete Refund: Provided if no substitute can be found
- Proportional Refund: In case the replacement vessel is priced differently
- Additional Recompense: We may offer extra reparation for the trouble caused
Unavailability of Crew
On the rare occasion that a certified crew is unavailable:
- Efforts will be made to provide a substitute crew
- Full refund offered if no charter can be conducted
- Possibility to reschedule without extra costs
Refund Processing
Method of Reimbursement
Refunds are rendered using the original payment avenue utilized for the booking:
- Credit Cards: Refunds processed within 5-7 business days
- Bank Transfers: Refunds processed within 7-10 business days
- Cash or Check: Refunds processed within 3-5 business days
Charges for Processing
Card Transaction Fees
€50 charge for cancellations requested beyond 72 hours in advance
Bank Transaction Fees
€25 charge for all refunds transacted through banks
International Transaction Fees
Supplementary fees might be applicable for international transfers
Credits for Future Charters
The Issuance of Credits
In certain circumstances, credits for future charters may be granted instead of refunds:
- Cancellations made at the last minute (less than 24 hours ahead)
- Cancellations due to unfavorable weather
- Voluntary requests to change the date of a charter
- Interruptions in operations
Terms for Credits
- Validity: Credits are valid for one year from the date of issue
- Non-transferability: Credits cannot be transferred to others
- Amount: Credits equal the full amount paid for the charter, with no deductions for processing
- Application: Credits can be used for any available future charter
- Expiry: Credits cannot be extended past the twelve-month limit
Refunds for Partial Services
Interruptions in Service
In case your charter is disrupted or shortened due to factors within our control:
- A refund prorated for the portion of service not received
- A credit for a future charter of equivalent value
- Complimentary services or upgrades as compensation
Interruptions Caused by Guests
If a charter is ended earlier than planned due to the behaviour of the guests or violations of safety policies:
- No refund for the remainder of the time
- The full payment is still expected
- Possible additional charges
Dispute Resolution
Disagreements concerning refund decisions can be handled as follows:
- Seek a second evaluation from our management
- Submit additional documentation or proof
- Request assistance from consumer protection entities
- Legal action based on the laws in force
Requesting Refunds
Step 1: Get in Touch
To start your refund, reach out to us through:
- Email: [email protected]
- Phone: +356 2124 1234
- Face-to-face at our dock office
Step 2: Submit Details
Be sure to include the following in your communication:
- Your confirmed booking reference
- The date and time of the charter
- The basis for the cancellation
- Any relevant backing documents (if needed)
- Your chosen method of refund
Step 3: Review and Action
We will acknowledge your request within a day, compare it to our policy, make a determination within two days, and carry out accepted refunds in the specified periods.
Vital Information
- All demands for refunds must be made in written form
- Refunds are given in €, regardless of the currency used for payment
- We highly encourage acquiring travel insurance
- This policy may be altered with a notice period of 30 days
- Refunds must adhere to applicable tax laws and regulations
How to Reach Us
If you have inquiries about refunds or wish to forward a refund request:
Refunds Department
MistyHarborLane Marine Services Ltd.
Marina Point
Valletta VLT 1820
Malta
Phone: +356 2124 1234
Email: [email protected]
Operating Hours: Monday–Friday, 9:00 AM – 5:00 PM