Refund Policy
Precise and equitable refund terms for your assurance
Overview
At HollowPaperLane, we realize that unexpected changes might happen, and we offer fair and clear guidelines for issuing refunds. The following policy details the circumstances under which refunds for yacht charter services may be granted.
Please review this policy thoroughly prior to reserving a charter. By securing a booking with HollowPaperLane, you are accepting and complying with these terms for refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund except processing fees
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Submission via written request by email or telephone
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 explanation is needed; administrative costs will be incurred
Less than 24 Hours Before Charter
Eligible for: No reimbursement provided
Exception: Situations classified as emergencies may be considered
Alternative: An offer of credit for chartering may be provided at the discretion of management
Conditions: Supporting documentation is required for emergency claims
Weather-Related Cancellations
Our Weather Guarantee
Your safety is paramount. If charter operations are deemed unsafe due to weather by our certified captain, we provide the following flexible options:
- Full Refund: Issued when rescheduling isn’t feasible
- Reschedule: Rebook your charter for another available date without extra charges
- Charter Credit: Obtain a credit valid for one year from the initial charter date
Weather Assessment Process
The evaluation of weather conditions includes:
- Analysis of wind speed and direction
- Assessment of wave height and ocean state
- Predictions of visibility and precipitation
- Advisories and notifications from the Coast Guard
- Expert safety assessment from our professional captain
Decision Timeline: Determinations for weather cancellations are made at minimum 4 hours before the planned departure.
Medical Emergency Refunds
Emergency Situations
We understand that medical emergencies can arise unexpectedly. The instances listed below may be eligible for special consideration:
- Sudden medical conditions or injuries necessitating hospital admission
- A family member's demise
- Compulsory military service or urgent recall
- Jury summons or legal subpoena
- Natural calamities interfering with travel
Documentation Requirements
For processing refund requests due to emergencies, please supply:
- A doctor's note or documentation from a hospital
- A death notice, where applicable
- Orders from the military
- Legal summons or notice for jury duty
- Emergency proclamations or travel warnings
Processing: Refunds due to emergencies are handled within 3-5 business days after receiving the required documents.
Operational Cancellations
Mechanical Failures
If the yacht allocated to you encounters mechanical issues that we cannot fix in time:
- Alternate Yacht: We shall try to arrange a comparable replacement
- Full Refund: Provided if a suitable alternative isn't available
- Partial Refund: Given if the substitute yacht has a different rate
- Compensation: We may extend additional recompense for any inconvenience caused
Unavailability of Crew
In the infrequent event where a certified crew is not available:
- We shall arrange for an alternative crew where feasible
- Full reimbursement if the charter is unable to proceed
- Option to reschedule without incurring extra cost
Refund Processing
Payment Method
Refunds will be returned using the same method originally used for the booking:
- Credit Cards: Within 5-7 business days
- Bank Transfers: Within 7-10 business days
- Cash/Cheque: 3-5 business days to process
Processing Fees
Credit Card Processing
A €50 fee for cancellations made over 72 hours prior
Bank Transfer Processing
A €25 fee applies to all bank transfer refunds
International Transactions
Supplementary charges might be incurred for international refunds
Charter Credits
Eligibility for Credits
Credits for future charters might be provided instead of refunds under certain conditions:
- For cancellations made less than 24 hours before the charter
- If cancellations occur due to weather conditions
- Upon voluntary requests to change the booking
- Due to operational disruptions
Terms for Credits
- Validity: Credits are valid for a year following issuance
- Transferability: Non-transferrable to other parties
- Value: Equal to the full cost of the charter without processing fees
- Application: Redeemable on any subsequent charter availability
- Expiration: Credits expire with no extensions past 12 months
Partial Service Refunds
Interruptions During Service
If your charter experience is disrupted or shortened due to reasons within our responsibility:
- A proportional refund corresponding to the service not used
- A credit for a future booking equivalent in cost
- Complimentary services or upgrades may be offered
Interruptions Caused by Guests
In scenarios where a charter has to be terminated early due to the behavior of guests or violations of safety guidelines:
- No repayment for the time that was not used
- Full charges must be settled
- Extra fees might be levied
Dispute Resolution
In case of disagreements over our refund verdict, you have the option to:
- Ask for a reassessment by our managing body
- Forward additional proof or documents
- Look for a solution via consumer advocacy entities
- Explore legal avenues according to the governing law
How to Request a Refund
Step 1: Get in Touch
To start your refund application, reach us through:
- Email: [email protected]
- Phone: +34 932 23 74 61
- Directly at our marina headquarters
Step 2: Submit Your Details
Your refund request should include:
- The number confirming your booking
- Date and time of the charter
- The cause for cancellation
- Any relevant supporting documents
- Your preferred refund method
Step 3: Assessment and Handling
We will acknowledge your request within one day, evaluate it against this policy, and within two days give a decision, followed by processing the approved refunds within the indicated timeframes.
Key Points to Note
- All refund requests must be made in writing
- Refunds will be processed in €, regardless of the currency used for payment
- We strongly suggest acquiring travel insurance
- This policy might be modified given a 30-day notice
- Refunds are subject to relevant taxes and legislative requirements
Contact Information
For inquiries about refunds or to submit a request:
Refunds Department
HollowPaperLane Marine Services Ltd.
Marina Port Vell
Barcelona 08039
Spain
Phone: +34 932 23 74 61
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM