Refund Policy
Clear and fair refund conditions for your peace of mind
Overview
At KindWaterfall, we recognize that plans may change, and we are dedicated to providing transparent and just refund provisions. This document details the circumstances in which refunds may be given for yacht chartering services.
It is essential to familiarize yourself with this refund policy prior to booking. By reserving a yacht charter with KindWaterfall, you are consenting to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full refund excluding any service charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Cancellation must be submitted in a written form via email or by phone
24-72 Hours Before Charter
Eligible for: Half of the total charter cost
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund amount
Conditions: A valid reason is necessary; administration costs are applied
Less than 24 Hours Before Charter
Eligible for: No possible refund
Exception: Consideration given to emergency situations
Alternative: At the discretion of management, a charter credit may be provided
Conditions: Supporting documentation necessary for emergency cases
Weather-Related Cancellations
Our Weather Guarantee
Our highest priority is your safety. In event of inclement weather conditions deemed hazardous for charter operations by our certificated captain, we offer flexible options:
- Full Refund: In case rescheduling is impractical, a 100% refund will be provided
- Reschedule: We will move your charter to an alternative available date free of extra charge
- Charter Credit: A credit is given, valid for use 12 months from the original charter date
Weather Assessment Process
Our evaluation of the weather involves:
- Analyzing both wind speed and direction
- Evaluating wave height and conditions at sea
- Forecasting both visibility and precipitation
- Taking into consideration Coast Guard advisories and warnings
- Taking into account the certificated captain's safety assessment
Decision Timeline: Decisions concerning weather cancellations are made at the latest 4 hours before the planned departure time.
Medical Emergency Refunds
Emergency Circumstances
Medical emergencies are unforeseen events we recognize. The following scenarios may be eligible for exceptional consideration:
- Sudden medical conditions or injuries that necessitate hospital admission
- Passing of an immediate family member
- Unexpected military summons or deployment
- Summoned for judicial service or legal subpoena
- Natural disasters that interrupt travel plans
Documentation Requirements
For processing emergency refund inquiries, we require:
- Hospital records or a medical certificate
- A death certificate when applicable
- Military deployment orders when relevant
- Court summons or notification of required jury service
- Statements of travel disruptions or officially declared emergencies
Processing: Emergency refund requests are acted upon within a timeframe of 3-5 business days after receiving the appropriate documentation.
Operational Cancellations
Mechanical Issues
If the vessel allocated to you suffers from mechanical problems that cannot be fixed in time:
- Alternative Vessel: We will attempt to arrange a similar vessel
- Full Refund: Granted if no equivalent vessel is available
- Partial Refund: Issued if the alternative vessel is priced differently
- Compensation: Additional compensation may be conferred to mitigate inconvenience
Crew Unavailability
In the rare case that a certificated crew is unobtainable:
- An alternative crew will be sought when feasible
- Total refund granted should the charter not proceed
- An option to reschedule at no additional expense
Refund Processing
Payment Method
Refund transactions are processed back to the payment method initially utilized for the reservation:
- Credit Cards: Within 5-7 business days
- Bank Transfers: Within 7-10 business days
- Cash/Cheque: Within 3-5 business days
Processing Fees
Credit Card Processing
A €50 fee is associated with cancellations occurring more than 72 hours prior to the charter date
Bank Transfer Processing
A €25 fee applies to refunds made via bank transfer
International Processing
Additional costs may be incurred for refunds spanning international transactions
Charter Credits
When Credits Are Offered
In specific instances, charter credits may be proposed instead of refunds:
- For cancellations made with less than 24 hours notice
- If cancellations pertain to weather conditions
- For voluntary rearrangement of bookings
- Should there be operational disruptions
Credit Terms
- Validity: Credits are valid for 12 months following the issue date
- Transferability: Credits are non-transferable to other individuals
- Value: Reflects the entire value of the charter without deduction of service charges
- Usage: Credits may be used towards any available yacht charter
- Expiration: No extensions will be given beyond the 12-month period
Partial Service Refunds
Service Interruptions
In the event that your charter is discontinued or cut short due to internal issues:
- A proportional refund based on the unutilized duration
- Credit towards a future charter equating to the same worth
- Additional services or complimentary upgrades
Guest-Related Interruptions
In case the charter is prematurely finalized due to guests' conduct or safety infractions:
- No reimbursement for the remainder of the service
- Complete payment is still obligatory
- Other charges may be incurred
Dispute Resolution
If you are in disagreement with a refund determination, you have the option to:
- Request an evaluation by our management unit
- Submit additional substantiation or documentation
- Seek an alternative resolution through consumer advocacy entities
- Explore legal courses of action in accordance with governing laws
How to Request a Refund
Step 1: Contact Us
Send in your refund inquiry through:
- Email: [email protected]
- Phone: +34 932 23 92 20
- Directly at our waterfront location
Step 2: Provide Information
Ensure your submission includes:
- The number confirming your booking
- The specific date and time of your charter
- The rationale behind cancellation
- Related supporting papers, if needed
- Your preference for how the refund should be processed
Step 3: Review and Processing
Our team will confirm the receipt of your refund request within a day, assess it based on these terms, notify you of the decision within two days, and process accepted refunds within the mentioned periods.
Important Notes
- All applications for refunds must be presented in a written format
- Refunds are administered in € regardless of the initial currency used for payment
- We highly recommend obtaining travel insurance
- This policy can be altered given a 30-day notification
- Refunds adhere to relevant tax regulations and legislations
Contact Information
To inquire further about refunds or to make a refund request:
Refunds Department
KindWaterfall Marine Services Ltd.
Marina Port Vell
Barcelona 08039
Spain
Phone: +34 932 23 92 20
Email: [email protected]
Operational hours: Monday through Friday, from 9:00 AM until 5:00 PM