Refund Policy
Transparent and equitable refund procedures for your assurance
Introduction
At PivotReference, we recognize that situations change and we are committed to establishing straightforward and clear refund guidelines. This document is a guide to the specific instances when refunds can be given for our yacht rental services.
Reading this document thoroughly prior to reservation is recommended. Completing a reservation with PivotReference indicates acceptance of these refund conditions.
Standard Cancellation and Refund Procedure
More than 72 Hours Prior to Charter
Available for: Full refund excluding service charges
Return Period: 5-7 business days
Service Charge: €50 for card transactions
Requirements: Must be requested via written communication either email or phone
24-72 Hours Before Charter
Available for: Refunding 50% of the total yacht rental cost
Return Period: 7-10 business days
Service Charge: €25 deduction from the refund amount
Requirements: A valid cancellation reason is necessary; operational costs will be deducted
Less than 24 Hours Prior to Charter
Available for: Refunds are not available
Exception: Emergency cases will be taken into consideration
Alternate Option: A credit for renting a charter might be offered at our discretion
Requirements: Supporting documents are required for emergency situations
Cancellations Due to Weather Conditions
Assurance for Weather Issues
Your safety is our foremost concern. In circumstances where our licensed captain judges the weather unsuitable for charter activities, we offer alternative solutions:
- Complete Refund: If rescheduling is not available, a full refund is provided
- Rescheduling: Change your charter to another suitable date without extra fees
- Charter Credit: Obtain a credit usable for 12 months starting from the original date of the charter
Evaluation of Weather Conditions
Our consideration of weather conditions entails:
- Analysis of wind speeds and directions
- Assessment of sea conditions and wave heights
- Forecasts for visibility and precipitation
- Notices and advisories from the Coast Guard
- Evaluations on safety from a professional captain
Decision Timeframe: Decisions regarding weather cancellations are made at a maximum of 4 hours before the planned departure time.
Refunds in Medical Emergency Cases
Circumstances of an Emergency
We take into account that medical emergencies can suddenly occur. The ensuing conditions might be eligible for exceptional refund consideration:
- A sudden medical condition or injury requiring hospital care
- A death within the immediate family
- Sudden military orders or recalls
- Lawful obligations such as jury duty or a court summons
- Natural catastrophes impacting your ability to travel
Necessary Documents for Proof
Please provide the following papers to initiate an emergency refund claim:
- Documents from the hospital or a medical certificate
- A death certificate if applicable
- Military orders, official in nature
- Notice of jury duty or court summons
- Emergency declarations or travel warnings
Processing: Requests for emergency refunds are processed within 3-5 business days once all relevant documents have been submitted.
Cancellations Due to Operational Concerns
Technical Problems with the Vessel
If the yacht assigned to you encounters unsolvable mechanical issues:
- Substitute Vessel: Efforts will be made to provide a vessel of comparable quality
- Complete Refund: Should a suitable alternative not be available
- Partial Refund: In case the substitute vessel carries a different charge
- Compensation: We might offer additional remedy for the inconvenience endured
Unavailability of Certified Crew
On the rare occasion that a certified crew member is unavailable:
- Replacement crew will be sought when feasible
- Full refund if the charter is unable to proceed
- Option to reschedule without any additional charge
Refund Procedures
Original Payment Methods
Refunds will be credited back to the original payment method used for the booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Handling Fees
Credit Card Handling
€50 fee for cancellations with more than 72 hours notice
Bank Transfer Handling
€25 charge for all refunds via bank transfer
International Transactions
Extra charges may be applicable for transactions overseas
Regulations for Charter Credits
Issuance of Credits
Credits towards yacht charters might be proposed instead of cash refunds under certain circumstances:
- Late cancellations (within 24 hours of the charter)
- Cancellations due to adverse weather
- Requests for voluntary rescheduling
- Interruptions due to operational difficulties
Terms and Conditions for Credits
- Validity: Credits are valid for one year from the date of issue
- Transferability: Credits cannot be transferred to others
- Value: Full value of the charter without any fees deducted
- Usage: Applicable to any available yacht charter
- Expiry: Credits must be used within the 12-month period without extensions
Partial Refunds for Incomplete Services
Interrupted Services
If your yacht charter is disrupted or shortened due to reasons we can control:
- A proportional refund reflecting the time not used
- Credit usable for a future charter of equivalent value
- Complimentary services or upgrades could be offered
Interruptions Attributable to Guests
In the event a charter is prematurely ended on account of the guests' behavior or safety infractions:
- No reimbursement for the time unused
- Full payment is still required
- Incidental expenses may be charged subsequently
Settling Refunds Disputes
Should there be disagreement regarding a refund determination, you might:
- Ask for an evaluation by our administrative team
- Submit supplementary evidence or records
- Seek out resolution through agencies for consumer protection
- Consider legal action in accordance with the prevailing laws
Procedure to Request a Refund
Step 1: Reach Out to Us
Send your reimbursement request through:
- Email: [email protected]
- Phone: +377 93 10 63 00
- In-person at our waterfront office
Step 2: Present Your Information
Your request should include details like:
- Proof of your reservation
- Scheduled date and time of the charter
- Cancellation cause
- Any pertinent documents (if necessary)
- Desired method for the refund
Step 3: Assessment and Refund Procedure
Our staff will recognize your request within a day, consider it with respect to this guideline, communicate a decision within two days, and proceed with authorized reimbursements according to the mentioned timelines.
Essential Remarks
- Reimbursement claims must be in written form
- Refunds are processed in € no matter the currency initially used for payment
- Purchasing travel insurance is strongly advised
- This document is subject to modification with a notice period of 30 days
- Reimbursements are subject to relevant taxes and legal regulations
Contact Details
For inquiries or to initiate a refund, reach out to:
Refunds Department
PivotReference Marine Services Ltd.
Port de Monaco
Monaco 98000
Monaco
Phone: +377 93 10 63 00
Email: [email protected]
Operating Hours: Monday–Friday, 9:00 AM – 5:00 PM