Refund Policy

Transparent and straightforward refund rules for your comfort

Overview

At EquinoxResource, we recognize that situations may arise, prompting us to offer clear and just refund policies. This document details the criteria that must be met to qualify for a refund of our yacht rental services.

It's important to understand this policy thoroughly prior to booking. When you make a reservation with EquinoxResource, it is assumed that you have accepted and agreed to these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete refund excluding processing charges

Processing Time: 5-7 business days

Processing Fee: €50 for credit card transactions

Conditions: Must be requested formally through written communication

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total charter cost

Processing Time: 7-10 business days

Processing Fee: €25 subtracted from the refund amount

Conditions: Valid justification needed; standard admin costs applied

Less than 24 Hours Before Charter

No Refund

Eligible for: No refund offered

Exception: Consideration given to emergency scenarios

Alternative: Offer of charter credit at the discretion of the management

Conditions: Evidence required for emergency cases

Weather-Related Cancellations

Our Weather Guarantee

Your safety is our utmost concern. If the charter cannot proceed due to unsafe weather as determined by our certified captain, we will offer flexible alternatives:

  • Full Refund: If rescheduling isn't feasible, a full refund will be provided
  • Reschedule: Opportunity to move the charter to an alternative date without additional charges
  • Charter Credit: Issuance of a credit that is valid for one year starting from the original charter date

Weather Assessment Procedure

Our weather evaluation includes consideration of the following:

  • Evaluation of wind speeds and course
  • Assessment of sea conditions and wave heights
  • Outlooks on visibility and anticipated precipitation
  • Coast Guard issued notices and cautions
  • The security appraisal of our professional captain

Decision Period: Decisions relating to weather cancellations are made at least 4 hours before the planned departure time.

Medical Emergency Refunds

Urgent Situations

We are sympathetic towards unexpected medical emergencies. The following scenarios may be eligible for a particular dispensation:

  • Sudden medical conditions or injuries necessitating hospital admission
  • Family bereavements
  • Urgent military summons or deployments
  • Mandatory judicial appearances or juror duties
  • Extreme natural events impacting travel

Needed Proof

For processing requests for emergency refunds, please supply the following:

  • Clinical validation or hospital records
  • Document stating death (if relevant)
  • Authorized military directives
  • Legal summons or notices to serve on a jury
  • Official travel advisories or declarations of emergency

Procedure: Emergency refunds are settled within 3-5 working days upon the provision of valid documents.

Operational Cancellations

Technical Troubles

If the yacht allocated to you encounters unresolved mechanical issues:

  • Substitute Yacht: We will endeavor to arrange a yacht of equivalent standard
  • Complete Reimbursement: Provided when an equivalent substitute is not available
  • Partial Reimbursement: Issued if the substitute yacht has a different pricing
  • Compensation: Additional recompense may be provided for the inconvenience

Unavailability of Crew

In the unlikely case where a certified crew cannot be provided:

  • A replacement crew will be supplied if feasible
  • A complete refund will be offered if the charter is unfeasible
  • The option to reschedule without incurring additional costs

Refund Processing

Method of Payment

Returned sums are repaid using the original payment method of the booking:

  • Credit Cards: 5-7 business days
  • Bank Transfers: 7-10 business days
  • Cash/Cheque: 3-5 business days

Processing Charges

Credit Card Transactions

A €50 fee is applied for cancellations done over 72 hours in advance

Bank Transfer Operations

A €25 charge is levied for all bank transfer reimbursements

Global Transactions

Additional charges may be applicable for transactions across borders

Charter Credits

Occasions for Credit Issuance

Credits for future charters may be provided instead of refunds under these circumstances:

  • Last-minute cancellations (under 24 hours notice)
  • Cancellations due to weather
  • Requests to voluntarily reschedule
  • Operational complications

Credit Specifics

  • Validity: 12 months from the date of issue
  • Transferability: Non-transferrable to others
  • Monetary Value: Covers the full price of the charter (excluding processing fees)
  • Application: Can be used for any available charter within the validity period
  • Expiry: Credits cannot be extended beyond the 12-month limit

Partial Service Refunds

Interruptions in Service

If your yacht trip is disrupted or shortened due to factors within our control:

  • Refund proportional to the unused segment
  • Charter credit equivalent to the value for future use
  • Gratis services or upgrades may be provided

Guest-Centric Disruptions

If a charter ends prematurely due to guest misconduct or safety issues:

  • No reimbursement for the remainder of the time
  • The full charter fee is still applicable
  • There might be additional fines

Dispute Settlement

Should you dispute any refund decisions made, options available to you include:

  • Submitting a request for our management to reassess
  • Providing supplementary proof or details
  • Engaging with consumer protection bodies
  • Pursuing legal action in accordance with the law

How to Request a Refund

Step 1: Get in Touch

To initiate a refund, reach out to us via:

Step 2: Submit Details

Your refund petition should include:

  • Your reservation confirmation code
  • Details of the charter time and date
  • What caused the cancellation
  • Any relevant supporting documents
  • The return payment method you prefer

Step 3: Assessment and Completion

Our team will confirm the receipt of your request within one day, evaluate it in relation to this policy, render a determination within two days, and carry out any approved refunds in the periods indicated.

Key Points

  • All petitions for refunds must be submitted in written form
  • Refunds are returned in € regardless of the original transaction currency
  • We strongly suggest securing travel insurance
  • This policy may be subject to changes, given 30 days' notice
  • Refunds are subject to relevant taxes and regulations

Contact Details

For inquiries about refunds or to lodge a refund claim, contact:

Refunds Department
EquinoxResource Marine Services Ltd.
Marina Point
Hamburg 20457
Germany

Phone: +49 40 1234 5678
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: August 29, 2025

Our refund terms are designed to be just and clear. We encourage you to review these guidelines meticulously before securing a booking and feel free to reach out to us should you have any questions.