Refund Policy
Transparent and straightforward refund terms for your assurance
Overview
At CollectiveKnowledgeGrid, we recognize that plans may shift, and we commit to providing equitable and unambiguous refund practices. This document details the criteria under which refunds are granted for yacht charter services.
Kindly familiarize yourself with this document prior to securing a reservation. By reserving a charter with CollectiveKnowledgeGrid, you consent to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours before Charter
Eligible for: Entire refund minus administrative fees
Processing Time: 5-7 working days
Processing Fee: £50 for credit card transactions
Conditions: Request has to be made in writing via email or telephone
24-72 Hours before Charter
Eligible for: Half of the total charter cost
Processing Time: 7-10 working days
Processing Fee: £25 subtracted from the refund amount
Conditions: A valid justification is needed; administrative expenses apply
Less than 24 Hours before Charter
Eligible for: Refund is not available
Exception: Situations of urgency may be taken into account
Alternative: Option of charter credit at management's discretion
Conditions: Proofs are required for emergency reasons
Weather-Related Cancellations
Our Weather Guarantee
Your safety reigns supreme. If the captain, accredited by us, assesses the weather to be dangerous for sailing, we grant adaptable resolutions:
- Full Refund: Issued if rearranging is impractical
- Reschedule: Changing your charter to an upcoming available slot without extra fees
- Charter Credit: A voucher effective for a year since the original booking date
Weather Assessment Process
Our scrutiny of weather encompasses:
- Assessment of wind force and trajectory
- Sea swelling and conditions
- Forecast of visibility and precipitation
- Maritime advisories and cautions
- Safety judgement by our professional captain
Decision Timeline: Determinations on weather-related cancellations are completed no later than 4 hours prior to the scheduled departure.
Medical Emergency Refunds
Emergency Circumstances
We comprehend that unforeseen medical emergencies can arise. Special consideration may be given for scenarios such as:
- Sudden medical condition or injury leading to hospitalization
- Passing away of a close family member
- Unanticipated military duty or call-back
- Mandatory jury service or legal summons
- Natural disasters affecting commutes
Documentation Requirements
To review requests for emergency rebates, kindly supply:
- Healthcare certification or hospital records
- Obituary notice (if pertinent)
- Authoritative military commands
- Legal summons or jury duty subpoena
- Emergency announcements or travel advisories
Processing: Reimbursement for urgent reasons is concluded within 3-5 working days from when appropriate documentation is received.
Operational Cancellations
Mechanical Failures
Should the designated yacht encounter irremediable mechanical issues:
- Alternate Vessel: We shall endeavour to procure a similar vessel
- Full Refund: Granted if a comparable substitute is unattainable
- Partial Refund: Extended if the alternative yacht offers differing rates
- Compensation: Possible additional reparation for the inconvenience
Crew Unavailability
In the event that a certified crew is incapable of performing:
- An alternative crew will be sought when feasible
- Complete rebate if the charter cannot proceed
- Rescheduling without incurring extra costs
Refund Processing
Payment Method
Reimbursements are conducted via the same payment method utilized for the reservation:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
£50 fee for cancellations over 72 hours prior
Bank Transfer Processing
£25 fee for all refunds executed via bank transfer
International Processing
Supplementary charges may be levied for international dealings
Charter Credits
When Credits Are Offered
Under certain conditions, charter credits might be proposed as an alternative to rebates:
- Untimely cancellations (under 24 hours)
- Interruptions due to weather
- Requests for voluntary rescheduling
- Operational disturbances
Credit Terms
- Validity: 12 months from the issue date
- Transferability: Credits cannot be transferred to other individuals
- Value: Corresponds to the entire charter amount (exempt from processing charges)
- Usage: Applicable to any future charter openings
- Expiration: No elongation beyond the 12-month limit
Partial Service Refunds
Service Disruptions
In the instance where your charter experience is cut short or disrupted by factors we have control over:
- Refund calculated on the basis of the unused portion of the service
- Voucher for a similar future charter service
- Complimentary offerings or upgrades
Disturbances from Guests
If a charter is called off early owing to the actions or safety infractions by guests:
- No refund will be issued for the time left unused
- The entire charter cost is still payable
- Additional fees might be imposed
Dispute Resolution
In case of a contest regarding a refund decision, you may:
- Call for an appraisal by our leadership team
- Submit extra substantiation or proof
- Engage consumer protection agencies for an amicable resolution
- Explore available legal channels per the governing laws
How to Request a Refund
Step 1: Reach Out
To initiate a refund, get in touch with us through:
- Email: [email protected]
- Phone: +44 23 8000 0000
- In-person discussions at our harbor office
Step 2: Information Submission
Your cancellation notice should come with:
- Verification of booking
- Details of the charter—timing and date
- Cancellation motivation
- Necessary support documents (if applicable)
- Chosen reimbursement method
Step 3: Evaluation and Completion
Our customer service will confirm receipt within a day, judge based on the policy, make a determination within two days, and channel refunds as per the timelines stated.
Important Notes
- Written requests are mandatory for refund claims
- Refunds are processed in £, regardless of the primary payment currency
- It is highly encouraged to have travel insurance
- This document may be updated, with a month's notice
- Refunds adhere to appropriate tax laws and regulations
Contact Information
For refund-related inquiries or to make a request:
Refunds Department
CollectiveKnowledgeGrid Marine Services Ltd.
Harbour Parade
Southampton SO15 1BA
United Kingdom
Phone: +44 23 8000 0000
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM