Refund Policy
Transparent and straightforward refund terms for your confidence
Overview
We at OpenHorizonCommons recognize that plans can shift, and we are committed to establishing transparent and fair refund protocols. This document delineates the criteria on which yacht charter service refunds are granted.
It is important to review this document thoroughly prior to confirming a reservation. Through your reservation with OpenHorizonCommons, you are expressing consent to abide by these refund provisions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Entitled to: Complete refund excluding service charges
Processing Duration: 5-7 business days
Service Charge: €50 for card transactions
Prerequisites: Must put forward your request via written communication such as email or telephone
24-72 Hours Before Charter
Entitled to: 50% of the total cost of the charter
Processing Duration: 7-10 business days
Service Charge: €25 deducted from the refund amount
Prerequisites: A valid explanation is required; administrative fees apply
Less than 24 Hours Before Charter
Entitled to: Refunds are not available
Exceptional cases: Situations involving emergencies may receive special consideration
Alternate option: Company management may offer a credit for a future charter
Prerequisites: Emergency circumstances need to be substantiated with valid documentation
Weather-Related Cancellations
Our Commitment to Safety
We prioritize safety. Should our certified captain deem the weather hazardous for charter activities, we present several options:
- Complete Refund: Offered if rescheduling is not feasible
- Rebook: Charter can be moved to the next available slot with no added fee
- Charter Credit: A credit that is valid for one year from the initial charter date
Procedures for Weather Evaluation
Weather assessments are based on:
- Assessment of wind speed and direction
- Evaluation of wave height and marine conditions
- Forecasts of visibility and precipitation
- Maritime advisories and safety warnings
- A safety appraisal by a qualified captain
Decision Timing: Decisions regarding weather cancellations are made at least 4 hours before the intended departure time.
Medical Emergency Refunds
Cases of Emergency
We understand unforeseen medical emergencies can occur. The following instances may be eligible for a special dispensation:
- Sudden medical conditions or accidental injuries necessitating hospital care
- A passing away within the immediate family
- Conscription or sudden military orders
- Summoning for jury service or legal obligations
- Natural disasters impacting travel plans
Required Proof
In case of an emergency refund claim, please provide:
- A medical certificate or hospital records
- A death certificate when pertinent
- Formal military instructions
- Legal notices such as a summons
- Announcements or declarations concerning emergencies
Refund Processing: Refunds due to emergencies are handled within 3-5 business days after we receive the necessary proof.
Operational Cancellations
Technical Difficulties
Should the assigned boat experience technical malfunctions that can't be rectified:
- Replacement Vessel: We will try to supply a comparable substitute
- Full Refund: Issued if no worthy replacement is found
- Partial Refund: Provided if the replacement vessel has a different price
- Compensation: Additional recompense may be considered for the trouble caused
Unavailability of Crew
On rare occasions where no certified crew is accessible:
- Efforts will be made to arrange an alternative crew
- Full refund if the charter is unable to commence
- Possibility to reschedule without additional costs
Refund Processing
Mode of Payment
Refunds are channelled back through the original payment medium:
- Cards: 5-7 business days
- Direct Bank Transfers: 7-10 business days
- Cash/Check: 3-5 business days
Processing Fees
Card Transaction Service Charge
A €50 fee for cancellations that take place with over 72 hours' notice
Bank Transfer Service Charge
A €25 fee is applicable on all refunds made via bank transfers
International Transaction Service Charge
Overseas transactions might incur additional fees
Charter Credits
Cases Where Credits May Be Issued
In certain scenarios, instead of a refund, charter credits may be provided:
- Last-minute cancellations (within 24 hours of the charter)
- Cancellations due to weather
- Voluntary alterations to schedule
- Interruptions in operations
Credit Specifications
- Validity Span: 12 months from issuance
- Non-Transferable: Cannot be transferred to others
- Amount: Equals the full value of the charter (service charges waived)
- Utilization: Applicable towards any available charter dates
- Lapse: Extensions beyond the 12-month duration are not possible
Partial Refunds for Interrupted Services
Interruptions Within Our Control
If your voyage is disrupted or cut short due to issues we are accountable for:
- A proportional refund depending on the unutilized segment
- A credit equivalent to a future charter
- Complimentary offerings or upgrades as reparation
Disturbances Caused by Guests
If a voyage concludes prematurely due to the behavior or breaches of safety protocols by guests:
- No reimbursement for the unfinished duration
- Full payment is still expected
- Potential for additional fees based on circumstances
Procedures for Dispute Settlement
Should there be disagreement over a refund decision, you can:
- Appeal for a reevaluation from our management
- Submit further proof or documents
- Seek assistance from consumer protection agencies
- Explore legal actions within the confines of the law
Guidelines for Requesting a Refund
Initial Step: Reaching Out
Direct your refund appeal through:
- Email: [email protected]
- Phone: +30 2645 029010
- Directly at our marina location
Second Step: Providing Essentials
Your appeal should consist of the following essentials:
- Proof of reservation
- Scheduled date and timeframe of the charter
- Underlying cause for cancellation
- Any associated corroborating documents (if required)
- Desired mode of refund
Final Step: Reviewing and Executing
Our customer service team will acknowledge receipt of your request within a day, assess it in relation to our policy, provide an outcome within two days, and if approved, enact the refund within the period specified earlier.
Essential Reminders
- All appeals for refunds should be presented in writing
- Refunds are dispensed in €, regardless of the initial payment currency
- We strongly advise obtaining travel insurance
- Alterations to this refund policy can occur, provided a 30-day notification period
- Refunds are inclusive of relevant taxes and regulatory requirements
How to Reach Us
Should you have any questions regarding refunds or wish to submit a request for one:
Refunds Department
OpenHorizonCommons Marine Services Ltd.
Marina Point
Lefkada 311 00
Greece
Phone: +30 2645 029010
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM