Refund Policy
Transparent and straightforward refund conditions for your comfort
Overview
At SoftLeafGallery, we recognize that situations may change and are committed to providing just and clear refund policies. This document details the criteria under which refunds can be granted for our yacht charter services.
We urge you to review this policy thoroughly prior to reserving a charter. By securing a booking with SoftLeafGallery, you consent to these refund conditions.
Normal Cancellation and Refund Timeline
More than 72 Hours Before Charter
Qualified for: Complete refund excluding service charges
Time to Process: 5-7 business days
Service Charge: €50 for credit card transactions
Prerequisites: Must be formally requested through email or phone communication
24-72 Hours Before Charter
Qualified for: Half of the total charter expense
Time to Process: 7-10 business days
Service Charge: €25 subtracted from the refunded amount
Prerequisites: A justifiable reason is necessary; administrative charges are applicable
Less than 24 Hours Before Charter
Qualified for: Refunds are not provided
Exemption: Consideration may be given under emergency conditions
Alternative: A credit for chartering may be offered at the discretion of management
Prerequisites: Documents supporting claims of emergencies are necessary
Cancellations Due to Weather
Our Commitment to Weather Clarity
We prioritize safety above all. If charter operations are rendered unsafe by weather as deemed by our experienced captain, we provide flexible solutions:
- Complete Refund: Issued when rescheduling isn’t viable
- Alter Schedule: Relocate your charter to another open date at no added cost
- Charter Credit: Credit is valid for one year from the initial charter date
Method of Weather Evaluation
Our approach to assessing weather encompasses:
- Evaluation of wind force and bearing
- Assessment of sea conditions and surge height
- Predictions related to visibility and rainfall
- Notices and cautions from the Coast Guard
- Professional captain's judgment on safety
Timeline for Decision: Calls regarding cancellations due to weather are made at least 4 hours before the appointed departure time.
Refunds in Medical Emergencies
Situations of Urgency
Unforeseen medical emergencies are understandable. The subsequent scenarios may qualify for special refund considerations:
- Immediate illness or injury demanding hospital admission
- Passing of a close family member
- Urgent military summons or redeployment
- Court-dictated summons or mandatory jury service
- Travel-restricting natural catastrophes
Proving Emergencies
To proceed with emergency refund requests, the following proof is necessary:
- Hospital records or a medical certificate
- Documentation of death (if needed)
- Letters of military engagement
- Court summonses or jury duty notifications
- Emergency declarations or travel cautions
Time to Process: Emergency reimbursement requests take about 3-5 business days post-document submission.
Cancellations Due to Operations
Technical Difficulties
If the yacht you are assigned encounters mechanical failures that are irreparable:
- Replacement Vessel: We endeavor to supply an equivalent alternative
- Total Refund: Provided when no alternative is feasible
- Partial Refund: When the substitute vessel varies in cost
- Reparation: Additional compensatory offers may be made for the inconvenience
Inaccessibility of Crew
In the unlikely event that an appropriate crew is unavailable:
- Alternative crew arrangement where feasible
- Total refund if the charter cannot transpire
- Rescheduling without any additional charges
Refund Administration
Method of Reimbursement
Refunds are sent back through the original payment method used when booking:
- Credit Cards: Processed within 5-7 business days
- Bank Transfers: Processed within 7-10 business days
- Cash/Cheque: Processed within 3-5 business days
Handling Fees
Processing for Credit Cards
A €50 fee for cancellations made more than 72 hours prior
Bank Transfer Processing
A €25 fee applies for all bank transfer refunds
International Transactions
Extra charges may be applicable for non-domestic transfers
Accreditation for Charters
Scenarios for Issuing Credits
In certain cases, charter accreditation may be offered as a substitute to reimbursements:
- Late cancellation notices (under 24 hours)
- Weather-induced cancellations
- Voluntary proposals for rescheduling
- Interruptions due to operations
Provisions of Credits
- Valid Period: 12 months from the issuance date
- Transferring: Non-transferable to third parties
- Amount: The full value of the charter (exclusive of handling fees)
- Utilization: Applicable to any forthcoming charter
- Expiration: Validity is non-extendable beyond the designated 12 months
Refunds for Interrupted Services
Discontinuations of Service
In the event your charter is discontinued or curtailed due to reasons within our authority:
- Prorated reimbursements corresponding to the unused portion
- Credit towards a future charter of identical value
- Complimentary auxiliary services or enhancements
Disturbances Caused by Guests
If we must end a charter prematurely as a result of guest behavior or safety infractions:
- No return funds for the remaining duration
- Complete cost is still obligated
- Extra fees may be incurred
Settling Disputes
If you are in opposition to a refund assessment, there are options available:
- Seek a reevaluation from our management
- Submit further proof or documentation
- Consult with consumer protection entities
- Explore legal courses as per relevant jurisdictional laws
Process for Refund Requests
Step 1: Reach Out
Submit your request for reimbursement via:
- Email: [email protected]
- Phone: +34 932 23 74 10
- Direct visit to our marina establishment
Step 2: Present Details
Accompany your application with the underneath information:
- Reservation confirmation ID
- Scheduled date and timing for the charter
- Explanation for calling off
- Applicable supporting records (if applicable)
- Chosen method for refund
Step 3: Consideration and Execution
We'll acknowledge your demand in a day, compare it with our guidelines, reach a determination within two days, and if sanctioned, process repayments as per the declared timeframes.
Key Points to Recall
- All demands for reimbursement should be in writing
- Repayments are managed in € independent of the initial payment’s currency
- Purchasing travel insurance is highly recommended
- This policy may be updated, with a notice provided 30 days beforehand
- Refunds are subjected to government taxes and regulations
Contact Details
To inquire about refunds or to process a request:
Refunds Division
SoftLeafGallery Marine Services Ltd.
Marina Port Vell
Barcelona 08039
Spain
Phone: +34 932 23 74 10
Email: [email protected]
Work Hours: Monday–Friday, 9:00 AM – 5:00 PM