Refund Policy

Transparent and equitable refund terms for your reassurance

Overview

At SunsetGrainMill, we recognize that your plans may change, and we are committed to offering understandable and clear refund practices. This policy describes the specific scenarios in which refunds might be granted for our yacht rental services.

We advise you to read this policy attentively before reserving a yacht. By securing a rental with SunsetGrainMill, you are expressing agreement to these refund conditions.

Standard Cancellation and Refund Schedule

Exceeding 72 Hours Prior to Charter

100% Refund

Eligible for: Complete refund excluding processing charges

Processing Time: 5-7 working days

Processing Fee: £50 for transactions via credit card

Conditions: Must be sought in a written format through email or phone communication

24-72 Hours Before the Charter

50% Refund

Eligible for: Half of the total rental fee

Processing Time: 7-10 working days

Processing Fee: £25 subtracted from the refunded amount

Conditions: Justifiable reason needed; administrative fees incurred

Less than 24 Hours Prior to Charter

No Refund

Eligible for: No possibility of a refund

Exception: Urgent scenarios might be considered

Alternative: A charter credit might be extended, subject to management's discretion

Conditions: Mandatory documentation for claiming emergency refunds

Cancellations Due to Weather

Our Commitment Regarding Weather

Your safety is our foremost concern. Should the charter conditions be regarded as unsafe for sailing according to our certified captain’s judgment, we present several flexible options:

  • Full Refund: Offered if rescheduling is unfeasible
  • Reschedule: Reschedule to a new date without incurring extra charges
  • Charter Credit: A voucher valid for a year from the original charter date

Methodology for Weather Evaluations

For assessing weather conditions, we take into account:

  • Analysis of wind direction and speed
  • Inspection of wave stature and maritime situation
  • Forecasts for visibility and precipitation levels
  • Notifications and bulletins from the Coast Guard
  • Assessment of safety by our professional captain

Decision Time: We make decisions related to weather cancellations no later than 4 hours prior to the planned departure time.

Special Consideration for Medical Emergencies

When Emergency Situations Arise

We understand the unpredictability of medical emergencies. Instances that may be considered for exceptional refunds include:

  • Sudden ailments or injuries necessitating hospital stays
  • Passing away of a close family member
  • Urgent military summoning or deployment
  • Mandatory jury service or legal testimony
  • Travel-hindering natural calamities

Proof Requirements

In the event of claiming a refund for medical emergencies, documentation includes:

  • Hospital affirmation or a doctor’s note
  • Death certificate, when relevant
  • Military deployment notifications
  • Official subpoena or juror notice
  • Emergency declarations or advisory bulletins affecting travel

Refund Timing: We prioritize the procession of refunds for emergencies within 3-5 business days following the presentation of required documents.

Cancellations Due to Operational Reasons

Mechanical Malfunctions

If there are unresolvable mechanical issues with your designated vessel:

  • Substitute Vessel: We'll attempt to provide a suitable replacement
  • Complete Refund: Issued if no comparable substitute is procurable
  • Proportional Refund: Rendered if the alternate vessel has a discrepancy in pricing
  • Compensation: Possible additional reparation for any inconveniences encountered

Unavailability of Crew

In the infrequent event where a certified crew is unavailable:

  • Efforts will be made to arrange an alternative crew
  • Entire refund if the yacht rental cannot proceed
  • Opportunity for rescheduling with no additional fees

Details on Refund Issuance

Method of Reimbursement

Reimbursements are reverted back to your original mode of payment:

  • Credit Cards: Approximately 5-7 business days
  • Wire Transfers: Around 7-10 business days
  • Cash or Cheque: Typically within 3-5 business days

Charges for Processing

Credit Card Handling

A £50 cost for cancelations requested with more than 72 hours’ notice

Wire Transfer Handling

A £25 charge for all refunds executed through bank transfer

Processing International Transactions

Potential extra charges could apply for international dealings

Charter Credits

Credit Provision Circumstances

Charter credits might be proposed in alternative to refunds on certain occasions:

  • For cancellations that are communicated within less than 24 hours’ notice
  • When adverse weather prompts cancelations
  • Upon voluntary changes in reservation dates
  • During service interruptions

Terms for Credit Usage

  • Validity Duration: Effecive for a year post-issuance
  • Transferability: Not eligible to be transferred to others
  • Equivalent Value: Matches the full payment of the charter excluding handling fees
  • Application: Applicable for any currently available yacht booking
  • Expiration: No extensions beyond the 12-month period

Compensation for Partial Services Rendered

Situations of Service Disruptions

If your yacht booking is interrupted or curtailed due to reasons within our control:

  • A refund proportionate to the duration not utilized
  • A credit equivalent to a future rental of the same value
  • Gratuitous upgrades or services

Guest-Related Disruptions

In the event that a voyage is terminated preterm due to passengers’ behavior or safety breaches:

  • No rebate for the uncaptured timespan
  • Full fee is payable
  • Additional costs might be levied

Resolution of Complaints

Should you contest a refund judgement, you may:

  • Submit for a reevaluation by our administrative personnel
  • Present further proofs or documentation
  • Appeal to consumer rights agencies for mediation
  • Engage legal avenues as per the prevailing laws

Procedure for Applying for a Reimbursement

Step 1: Reaching Out

Place your refund petition via:

Step 2: Provision of Details

Your appeal should encompass:

  • Proof of yacht reservation
  • Date and timing of the charter
  • Rationale for the cancellation
  • Substantiating evidence, if necessary
  • Desired method for refund

Step 3: Evaluation and Reversal of Funds

Following your request, our team aims to acknowledge within a day, review it against the policies stipulated here, furnish a verdict in two days, and finalize any affirmed reimbursements within the timelines mentioned beforehand.

Essential Considerations

  • All appeals for refunds must be conveyed in a written form
  • Refund actions are taken in £ irrespective of the original transaction currency
  • We highly recommend securing travel insurance
  • Changes to this policy may occur given a notice period of 30 days
  • Refunds adhere to relevant taxes and regulations

Points of Contact for Reimbursements

For any inquiries regarding refunds or to commence a refund process:

Refunds Department
SunsetGrainMill Marine Services Ltd.
Marina Point, Dock Road
Southampton SO14 3TG
United Kingdom

Phone: +44 23 8000 1234
Email: [email protected]
Opening Times: Monday to Friday, from 9:00 AM to 5:00 PM

Policy Update Date: August 23, 2025

This policy for refunds is framed to be equitable and transparent. We urge you to thoroughly inspect these terms before making reservations and to raise any queries with us should you have them.