Refund Policy

Transparent and reasonable reimbursement terms for your ease of mind

Overview

At OutsetInformation, we recognize that plans may change, and we are committed to implementing transparent and equitable refund policies. This document explains the criteria for granting refunds for our yacht charter services.

Kindly review this policy thoroughly before confirming a booking. Booking a charter with OutsetInformation signals your consent to these refund terms.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete refund subtracting any handling fees

Processing Time: 5-7 business days

Processing Fee: €50 for credit card transactions

Conditions: Must be initiated in written form via email or telephone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total charter price

Processing Time: 7-10 business days

Processing Fee: €25 deducted from the reimbursement amount

Conditions: A valid reason must be provided; additional administrative costs incurred

Less than 24 Hours Before Charter

No Refund

Eligible for: Refunds are not available

Exception: Exceptional situations may be taken into account

Alternative: Credit for future charters may be offered at the discretion of the management

Conditions: Proof must be presented for claims of emergencies

Weather-Related Cancellations

Our Weather Guarantee

Your safety is our utmost concern. In case our certified captain determines the weather conditions are not safe for charter operations, we provide various flexible options:

  • Full Refund: Provided if rescheduling is not an option
  • Reschedule: Switch to a new acceptable date at no extra charge
  • Charter Credit: A voucher valid for one year from the date of the original charter

Weather Assessment Process

Weather evaluations consist of:

  • Examining wind directions and velocity
  • Analyzing sea conditions and wave size
  • Visibility and forecasted precipitation
  • Advisories and warnings from the Coast Guard
  • Professional captain's safety assessment

Decision Timeline: Determinations regarding weather cancellation are made no less than 4 hours prior to the planned departure.

Medical Emergency Refunds

Emergency Conditions

We comprehend that unforeseen medical emergencies can arise. These situations may be considered for special treatment:

  • Sudden medical crises or injuries necessitating hospital stays
  • Immediate family member passing away
  • Urgent military deployment or recall
  • Jury service or legal subpoena
  • Catastrophic events impacting travel arrangements

Documentation Standards

For processing emergency refund requests, we require:

  • Hospital documentation or medical certifications
  • Official evidence of death, if relevant
  • Notices for military commitments
  • Jury summons or court orders
  • Travel warnings or regional emergency statements

Processing: Emergency refunds are actioned within 3-5 business days after proper paperwork is received.

Operational Cancellations

Technical Failures

Should the vessel assigned to you experience technical failures that remain unresolved:

  • Replacement Vessel: We'll attempt to secure an adequate substitute
  • Full Refund: Provided if no comparable option is available
  • Partial Refund: If the substitute vessel offers different features or rates
  • Compensation: We may extend additional compensation for the inconvenience caused

Crew Shortages

In the rare event that certified crew members are unavailable:

  • A substitute crew will be provided, if possible
  • Complete refund if the charter cannot go ahead
  • Rescheduling without any extra charges

Refund Processing

Reimbursement Method

The reimbursement will be transferred back using the same method of payment utilized for booking:

  • Credit Cards: 5-7 business days
  • Bank Transfers: 7-10 business days
  • Cash/Cheque: 3-5 business days

Handling Charges

For Credit Card Processing

A €50 handling charge applies for cancellations with more than 72 hours notice

Processing for Bank Transfers

There is a €25 fee applied to all refunds processed via bank transfer

For International Transactions

Further fees may be applicable for funds transferred internationally

Charter Credits

Issuance of Credits

Charter credits could be proposed as an alternative to reimbursements under these circumstances:

  • Last-minute cancellations (under 24 hours notice)
  • Disruptions due to weather circumstances
  • Voluntary change requests
  • Operational interferences

Credit Conditions

  • Validity: 12 months from the credit's issuance
  • Transferability: They cannot be exchanged with other individuals
  • Value: Equivalent to the complete charter cost, minus any fees
  • Redemption: Applicable to any upcoming charters that are available
  • Validity Extension: Will not be extended past a 12-month period

Reimbursements for Partial Services

Service Disruptions

If your charter encounter interruptions or ends earlier than planned owing to issues within our jurisdiction:

  • Reimbursement proportionate to the unused duration
  • Credit toward a future charter of equivalent value
  • Complimentary services or promotional upgrades

Interruptions Caused by Guests

Should a charter end prematurely due to guest behavior or breaches of safety rules:

  • No reimbursement for the portion not utilized
  • The full charter fee is still payable
  • Potential additional fees may be levied

Conflict Resolution

Disagreements regarding refund decisions can be handled as follows:

  • Putting in a request for a reassessment by our supervisory team
  • Providing supplementary evidence or documents
  • Seeking out consumer protection entities for a solution
  • Pursuing legal avenues as permitted by the law

Procedures to Request a Refund

Step 1: Reach Out to Us

File your refund plea through:

Step 2: Provide Your Details

Your refund submission should include:

  • Confirmation code for your booking
  • The scheduled date and time for your charter
  • The basis for calling off the charter
  • Any relevant backing documentation
  • Your preferred mode of reimbursement

Step 3: Evaluation and Completion

Our staff will acknowledge receipt of your plea within a day, evaluate it in light of this policy, offer a determination within two days, and process confirmed reimbursements according to the provided timelines.

Crucial Points

  • All requests for reimbursement must be penned down
  • Refunds are transacted in € no matter the currency of the initial payment
  • Consider acquiring travel insurance as a precaution
  • This policy is amendable with a thirty-day notice
  • Refunds adhere to pertinent tax laws and regulations

Contact Details

For inquiries on refunds or to lodge a refund request:

Refunds Department
OutsetInformation Marine Services Ltd.
Marina Point, Cannes
Cannes 06400
France

Phone: +33 4 93 00 00 00
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: September 12, 2027

We have formulated this refund policy to be just and clear-cut. We encourage you to go through these terms meticulously before reserving, and don't hesitate to get in touch with us for any inquiries.