Refund Policy
Straightforward and equitable refund terms for your reassurance
Overview
At CommonsLattice, we recognize that situations may alter, and we aim to ensure our refund practices are clear and equitable. This document details the stipulations under which refunds will be granted for our yacht rental services.
Kindly review the following terms attentively before confirming your reservation. When you book a charter with CommonsLattice, you are accepting these terms for refunds.
Standard Cancellation and Refund Schedule
Over 72 Hours Prior to Charter
Qualifies for: Entire refund excluding service charges
Refund Processing Timeframe: Within 5-7 working days
Service Charge: €50 for credit card operations
Requirements: Must be submitted in writing through email or phone communication
Between 24 to 72 Hours Before Charter
Qualifies for: Half of the entire rental cost
Refund Processing Timeframe: Within 7 to 10 working days
Service Charge: €25 deducted from the refunded amount
Requirements: A justified explanation is mandatory; administrative fees are applied
Less than 24 Hours Prior to Charter
Qualifies for: Refunds are not available
Exception: Consideration might be given under emergency circumstances
Alternative: Credits for future charters might be offered upon managerial discretion
Requirements: Emergency claims must be substantiated with proper documentation
Weather-Related Cancellations
Our Commitment to Safety
Safety is paramount for us. In case of unsafe meteorological conditions as determined by our certified captain, we offer several options:
- Complete Refund: Issued if rescheduling is unfeasible
- Reschedule: Change your charter to a new date at no added charge
- Charter Credit: Issued valid for one year from the initial charter date
Assessment of Weather Conditions
When assessing weather, we consider:
- Analysis of wind velocities and directions
- Sea conditions including wave heights
- Forecasted visibility and precipitation
- Advisories and cautions from the Coast Guard
- The certified captain's assessment of safety
Decision Deadline: A judgment on weather-related cancellations is made at least 4 hours before the planned departure time.
Medical Emergency Refunds
Unexpected Incidents
We comprehend medical emergencies happen unexpectedly. Below are situations that may be considered for special refunds:
- A sudden medical condition or injury demanding hospitalization
- Passing of a close relative
- Unexpected military summons or deployment
- Mandatory court appearance or jury service
- Natural events interrupting travel plans
Documentation Necessities
To handle requests for emergency refunds, we ask for the following documents:
- A medical statement or hospital records
- A death certificate, if applicable
- Official military directives
- Notice of court summons or jury obligation
- Emergency bulletins regarding travel
Processing: Emergency reimbursement claims are attended to within a 3 to 5 business day period upon presentation of the necessary documentation.
Operational Cancellations
Mechanical Failures
If the selected boat encounters mechanical issues that we cannot remedy:
- Substitute Vessel: We will try to provide a suitable replacement
- Complete Refund: Offered if there is no suitable alternative
- Reduced Refund: Given if the replacement boat varies in cost
- Compensation: We may present additional recompense for the disruption
Crew Unavailability
In the uncommon event a certified crew member is unavailable:
- We will arrange an alternative crew if possible
- Full reimbursement in case the charter cannot proceed
- Opportunity to reschedule without any extra cost
Refund Processing
Method of Payment
Reimbursements are conducted using the payment method provided for the reservation:
- Credit Cards: Refunded in 5-7 working days
- Bank Transfers: Refunded in 7-10 working days
- Cash or Cheque: Refunded in 3-5 working days
Fees for Processing
Credit Card Transactions
€50 fee for cancellations with over 72 hours notice
Transfer Fees for Banks
€25 fee applied to reimbursements via bank transfer
International Transactions
Supplementary charges might apply for transactions made internationally
Charter Credits
Occasions for Credit Issuance
Credits for future charters can be presented as an alternative to reimbursements in particular situations:
- Recent cancellations (under 24 hours notice)
- Cancellations due to weather
- Voluntary changes requested to booking
- Disruptions due to operational causes
Conditions for Credits
- Validity: Effective for 12 months from the date of issue
- Non-transferable: Cannot be handed over to another individual
- Value: Equates to the full value of the charter; no service charges applied
- Application: Can be used to schedule any available charter
- Expiration: Credits cannot be carried over beyond 12 months
Partial Refunds for Services
Interruptions in Service
If your charter gets disrupted or ends earlier due to reasons under our control:
- A refund computed on the undelivered segment
- Credit equalling the undelivered charter value
- Complimentary services or elevated experiences
Interruptions Caused by Guests
If a charter ends prematurely due to guest behavior or breaches of safety protocols:
- Refunds are not provided for the unused duration
- The entire payment is expected
- Possible additional costs might be incurred
Dispute Resolution
If you contest the outcome of a refund judgment, you have the option to:
- Request a re-evaluation by our leadership
- Supply further proof or notes
- Search for a solution through consumer protection services
- Take legal action as permitted by law
Procedure for Requesting a Refund
Step 1: Reach Out
Communicate your reimbursement request via:
- Email: [email protected]
- Phone: +377 93 30 65 00
- In person at our coastal office
Step 2: Submit Necessary Details
Enclose the subsequent details in your petition:
- Confirmation code for your booking
- Time and date of the charter
- Explanation for cancelling
- Any relevant documents (if applicable)
- Your chosen method for the repayment
Step 3: Review and Processing of Request
Our team will acknowledge your request and provide a verdict within 48 hours after reviewing it against this policy, followed by processing the verified refunds in the timeframes mentioned.
Vital Notes
- All requests for refunds need to be lodged in writing
- Reimbursements are conducted in €, regardless of the currency used initially
- We highly advise opting for travel insurance
- The terms of this policy are subject to modifications, with a notice period of 30 days
- Refunds are in line with relevant taxes and regulations
Contact Details
To make inquiries regarding refunds or to file a reimbursement request:
Refunds Department
CommonsLattice Marine Services Ltd.
Port de Monaco
Monaco 98000
Monaco
Phone: +377 93 30 65 00
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM