Refund Policy
Transparent and equitable refund terms for your assurance
Introduction
We at PlumForestMark recognize that plans can change, and are committed to maintaining clear and honest refund policies. This document sets forth the circumstances under which refunds are provided for our yacht charter services.
It is important to review this document prior to booking. By reserving a charter with PlumForestMark, you accept and consent to these terms for refunds.
Standard Cancellation and Refund Timeline
If Canceled Over 72 Hours Before Charter
Refundable: Entire amount excluding service charges
Processing Duration: 5-7 working days
Service Charge: £50 for payments made via credit card
Requirements: Request should be made officially through written communication
24-72 Hours Before Charter
Refundable: Half of the total cost of the charter
Processing Duration: 7-10 working days
Service Charge: £25 deducted from the refund amount
Requirements: A legitimate reason needs to be provided; administrative charges applicable
Less Than 24 Hours Before Charter
Refundable: No refunds offered
Exemption: Consideration of emergency cases
Alternative Option: Offer of a credit for future charter may be made at our discretion
Requirements: Supporting documentation necessary for emergency cases
Refunds Due to Weather Concerns
Our Commitment to Safety
We prioritize safety above all. If the charter is deemed unsafe due to weather by our certified captain, we present the following options:
- Complete Refund: Provided if rescheduling is unfeasible
- Reschedule: We offer to change the booking to another available date without additional costs
- Credit for Future Use: Issue credit valid for one year from the initial charter date
Weather Evaluation Protocol
We take into account several factors when assessing weather conditions:
- Evaluation of wind conditions
- Assessment of waves and sea state
- Visibility and forecasted precipitation
- Maritime advisories and alerts
- Professional judgement of the captain regarding safety
Final Decision Timeline: Decisions regarding weather cancellations are made at most 4 hours before the planned departure.
Refunds for Medical Emergencies
Situations Qualifying for Special Consideration
We acknowledge that unexpected medical emergencies can happen. The instances below may warrant exceptional consideration:
- Sudden medical situations or injuries that lead to hospital admission
- Loss of a family member
- Urgent military deployment or recall
- Summons for jury duty or legal obligations
- Disasters impacting travel
Required Proof for Emergencies
The following evidences are necessary to process refunds due to emergencies:
- Proofs of hospitalization or medical certificate
- Death certificate, if applicable
- Official military notification
- Legal notices such as subpoenas
- Travel warnings or state of emergency announcements
Procedure: Refunds for emergencies are managed within 3-5 business days once the required proofs are provided.
Cancellations Due to Operational Issues
Technical Problems
Should the vessel assigned to you encounter mechanical issues that are unresolved:
- Vessel Replacement: An attempt to provide a substitution will be made
- Full Refund: Issued if no comparable vessel is available
- Partial Refund: Offered if the substitution vessel differs in price
- Recompense: We may also provide additional compensation for any inconvenience caused
Unavailability of Crew
In the uncommon event of crew unavailability:
- A substitute crew will be sought when feasible
- A full refund if the charter is unable to proceed
- Rebooking at no extra charge
Refund Processing Information
Methods of Refund
The methods for refund processing will be the same as initially used for payment:
- Credit Cards: 5-7 business days
- Wire Transfers: 7-10 business days
- Cash or Check: 3-5 business days
Fees for Processing
Costs for Credit Card Transactions
A £50 fee applies for cancellations with notice exceeding 72 hours
Expenses for Wire Transfer Refunds
Refunds via bank transfer incur a £25 fee
Costs for International Operations
There may be supplementary fees for refunds across international borders
Credits for Charting
Credit Offer Conditions
In specific scenarios, we provide credits instead of refunds:
- Non-timely cancellations (under 24 hours)
- Weather-related disruptions
- Voluntary date changes
- Interruptions in operation
Credit Details
- Effectivity: Valid for one year post-issuance
- Non-transferrable: Credits cannot be passed on
- Worth: The complete charter cost without associated fees
- Application: May be used towards any upcoming charter
- Expiry: Not extendable beyond one year
Compensation for Interrupted Services
Service Disruption
If your charter is curtailed or halted due to issues under our control:
- Reimbursement relative to the unutilized period
- Credit equivalent to a future charter of the same value
- Complimentary upgrades or services
Interruptions Attributable to Guests
Should a charter end prematurely because of guest actions or safety infractions:
- No compensation for the unspent duration
- Total charge remains payable
- Potential for additional fees
Settling Disputes
In case you contest a refund outcome, you are entitled to:
- Appeal for a secondary assessment by our leadership team
- Offer additional proof or information
- Seek intermediation from consumer advocacy bodies
- Engage legal channels as permissible by law
Initiating a Refund Claim
Step 1: Reach Out
To make a refund claim, get in touch through the following means:
- Email: [email protected]
- Phone: +44 23 8000 1234
- Directly at our coastal office
Step 2: Supply Details
Ensure your claim includes:
- Confirmation number of your booking
- Date and timing of the charter
- Reason behind cancellation
- Requisite documentation, where applicable
- Chosen method for refund
Step 3: Evaluation and Execution
Our team will confirm receipt of your claim within a day, assess it against the policy, inform you of the decision within two days, and, if approved, complete the refund in accordance with the specified periods.
Advisory Notes
- All applications for a refund must be made in a written format
- Refunds will be issued in £, irrespective of the currency used initially for the payment
- We strongly suggest obtaining travel insurance
- Changes can be made to this document with a notice period of 30 days
- Refunds are subject to relevant taxes and legal regulations
How to Get in Touch
For inquiries regarding refunds or to file a request:
Refunds Department
PlumForestMark Marine Services Ltd.
Marina Point
Southampton SO14 3TG
United Kingdom
Telephone: +44 23 8000 1234
Email: [email protected]
Operational Hours: Monday–Friday, 9:00 AM – 5:00 PM