Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At OpenAccessGrove, we recognize that plans may change, and we aim to establish clear and straightforward refund policies. This document explains the criteria for issuing refunds for our yacht charter services.
Kindly examine this policy in detail prior to booking. By reserving a charter with OpenAccessGrove, you are consenting to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Total refund excluding processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Request has to be submitted via email or phone in a written format
24-72 Hours Before Charter
Eligible for: Half the total cost of the charter
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund amount
Conditions: A justified reason is required; administrative fees are applicable
Less than 24 Hours Before Charter
Eligible for: Refunds are not available
Exception: Instances of emergency may be considered for exceptions
Alternative: A credit for future charters might be offered at the discretion of the management
Conditions: Supporting documents are necessary for emergency claims
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our number one concern. Should weather conditions not be safe for charter operations as determined by our certified captain, we offer the following alternatives:
- Full Refund: Issued if rescheduling is not feasible
- Reschedule: Move your charter to a later available date with no extra cost
- Charter Credit: A credit valid for one year from the initial charter date
Weather Assessment Process
Criteria for our weather assessment include:
- Evaluation of wind speed and direction
- Wave height and ocean status
- Forecast of visibility and precipitation
- Advisories and alerts from the Coast Guard
- Professional evaluation of safety by the captain
Decision Timeline: Decisions regarding weather cancellations are made at most 4 hours prior to the planned departure time.
Medical Emergency Refunds
Emergency Situations
We are mindful that unforeseen medical crises can happen. The following scenarios may be eligible for special refund considerations:
- Sudden medical conditions or injuries leading to hospitalization
- Passing away of a family member
- Military orders or unexpected recall
- Court mandates such as jury duty
- Natural calamities impacting travel
Requirements for Documentation
For consideration of emergency refund requests, the following paperwork should be provided:
- Official medical documents or proof of hospitalization
- Death certificate, if relevant
- Authorized military deployment documents
- Subpoena or notice for jury service
- Emergency declarations or travel notices
Process: Refunds for emergencies are executed within 3-5 business days post submission of required documentation.
Operational Cancellations
Mechanical Failures
In the event your designated yacht encounters mechanical issues that can't be fixed:
- Substitute Vessel: An attempt will be made to provide an equivalent replacement
- Complete Refund: Offered if no suitable alternative is accessible
- Partial Refund: If the substitute vessel differs in cost
- Compensation: Additional reparation might be available for any inconvenience
Crew Unavailability
In the rare occasion that a certified crew becomes unavailable:
- Efforts will be made to find a replacement
- A full refund will be given if the charter cannot go forward
- Rescheduling with no extra charge
Refund Processing
Method of Payment
Refunds are given back using the same method with which the original payment was made:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Charges
Credit Card Transactions
€50 charge for cancellations with more than 72 hours' notice
Bank Transfer Reimbursements
€25 charge for all bank transfer refunds
International Transactions
Extra charges may be incurred for transactions across borders
Charter Credits
Circumstances for Credit Allocation
In certain situations, charter credits could be extended as an alternative to a refund:
- When cancellations are made late (less than 24 hours before)
- For cancellations related to adverse weather conditions
- When clients request a reschedule voluntarily
- Due to disruptions in operations
Terms for Credit
- Validity: Good for a year from the date it is issued
- Transferability: Cannot be transferred to others
- Value: Equal to the full cost of the charter without any processing fees deducted
- Application: Usable for any charter that is available
- Expiration: No extensions beyond the 12-month limit
Partial Service Refunds
Interruptions During Service
If your charter is halted or shortened for reasons within our control:
- Refund proportionate to the unused portion
- Credit for a future charter of the same value
- Complimentary services or potential upgrades
Complications Caused by Guests
In case the charter must end earlier due to guest behavior or safety concerns:
- No refund for the time not used
- Total payment will still be required
- Additional costs may be applied
Conflict Resolution
Should there be a disagreement with a refund decision, you may:
- Request our management team to reconsider the decision
- Present further evidence or information
- Contact consumer protection entities
- Seek legal channels as per the governing laws
Steps for Refund Application
Step 1: Get in Touch
To initiate a refund, contact us via:
- Email: [email protected]
- Phone: +39 081 807 4033
- Directly at our main office
Step 2: Provide Required Details
Your request should include:
- Confirmation number of your booking
- Date and time of the charter
- Reason for the cancellation
- Applicable documentation (if needed)
- Desired method for receiving the refund
Step 3: Evaluation and Completion
Our staff will acknowledge your request within a day, assess it in line with this policy, convey a decision within two days, and carry out any agreed-upon refunds within the mentioned periods.
Additional Information
- Refund requests are required to be made in written form
- Refunds are issued in € irrespective of the original payment's currency
- Purchasing travel insurance is highly advised
- The conditions of this policy may be revised with a notice period of 30 days
- Refunds are subject to the prevailing taxes and regulations
How to Connect with Us
To ask questions about refunds or to place a refund request:
Refunds Department
OpenAccessGrove Marine Services Ltd.
Marina Grande
Sorrento 80067
Italy
Phone: +39 081 807 4033
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM