Refund Policy

Transparent and equitable refund terms for your reassurance

Overview

At PixelGardenRaft, we recognize that plans may change, and we are committed to establishing clear and straightforward refund practices. This document provides the conditions under which refunds are granted for yacht charter services.

It is important to examine this policy thoroughly prior to making a reservation. By reserving a charter with PixelGardenRaft, you consent to and accept these terms of refund.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Qualified for: Full reimbursement minus service charges

Processing Duration: 5-7 working days

Service Charge: €50 for credit card transactions

Prerequisites: Request must be submitted in writing through email or a call

24-72 Hours Before Charter

50% Refund

Qualified for: Half the total charter expense

Processing Duration: 7-10 working days

Service Charge: €25 subtracted from the refund

Prerequisites: A legitimate cause is needed; administrative costs will be applied

Less than 24 Hours Before Charter

No Refund

Qualified for: No compensation is available

Exception: Situations of emergency may be taken into consideration

Alternative offering: At the discretion of management, a charter fee credit might be given

Prerequisites: Emergency claims must be supported by proper documentation

Weather-Related Cancellations

Our Weather Guarantee

Safety remains our utmost priority. If our certified captain deems weather conditions unsafe for charter operations, we provide adaptable options:

  • Complete Refund: If rescheduling is impractical, a 100% refund is available
  • Reschedule: Change your charter to the next available slot without extra charges
  • Charter Credit: Obtain a voucher valid for one year from the original charter date

Weather Assessment Procedure

We consider the following in our weather evaluation:

  • Analysis of wind speeds and directions
  • Ocean condition and wave height
  • Weather visibility and forecasted precipitation
  • Advisories and alerts from the Coast Guard
  • Professional judgment on safety from our captain

Determination Schedule: Decisions regarding weather cancellations are made at least 4 hours before the scheduled departure.

Medical Emergency Refunds

Emergency Situations

We comprehend that unexpected medical emergencies can take place. Situations that may be eligible for special refund considerations include:

  • Unexpected illness or injuries necessitating hospital care
  • Passing away of a family member
  • Unexpected military conscription or call to duty
  • Jury service or summon to court
  • Natural calamities impeding travel

Documentation Needed

To process a refund request due to emergencies, kindly provide:

  • Medical certification or hospital records
  • Death certification, when appropriate
  • Official orders from the military
  • Court notice or jury summons
  • Emergency declarations or travel advisories

Processing: Refund requests due to emergency are processed in 3-5 business days upon receiving adequate documentation.

Operational Cancellations

Technical Failures

Should your designated yacht encounter unresolvable technical problems:

  • Substitute Vessel: We will make efforts to supply an equivalent replacement
  • Complete Refund: If there is no suitable substitute available
  • Partial Refund: If the replacement yacht has a different pricing scheme
  • Compensation: Extra compensation may be offered to account for the inconvenience

Crew Unavailability

On the rare occasion where a certified crew is unattainable:

  • Efforts will be made to arrange a substitute crew when feasible
  • Entire reimbursement if the charter cannot go ahead
  • Option to reschedule without incurring extra costs

Refund Processing

Method of Payment

Reimbursements are remitted back to the original method of payment utilised for the reservation:

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

Processing Charges

Credit Card Transactions

A €50 fee applies to cancellations done over 72 hours in advance

Bank Transfer Transactions

A €25 fee is applicable to all bank transfer reimbursements

International Transactions

Additional fees could be incurred for transactions conducted internationally

Charter Credits

Occasions for Credit Issuance

In certain circumstances, charter fee credits may be given as an alternative to refunds:

  • Cancellations made with less than 24 hours notice
  • Cancellations due to weather
  • Voluntary changes requested for the charter
  • Disruptions due to operational issues

Credit Conditions

  • Validity Period: Effective for 12 months from the date of issue
  • Non-Transferability: Credits cannot be exchanged with other individuals
  • Monetary Value: The credit covers the full value of the charter, exempt from handling fees
  • Application: The credit may be applied towards any future charter that’s available
  • Expiration: Extension beyond the 12-month period is not permitted

Partial Service Refunds

Charter Disruptions

In the event that your charter is halted or curtailed due to factors within our purview:

  • A proportional refund for the segment of the charter not consumed
  • Credit applicable towards a subsequent charter of equal worth
  • Bonus services or elevated arrangements

Guest-Induced Disruptions

If a charter is prematurely ended due to actions or safety breaches by guests:

  • Reimbursement for the remaining time is not applicable
  • The entire fee remains payable
  • Possibility of incurring additional costs

Dispute Resolution

In case of disputes regarding refund decisions, you may:

  • Ask for a reassessment by our administration
  • Present supplementary proof or documentation
  • Contact consumer protection entities for a solution
  • Seek legal justice as prescribed by law

Procedure for Refund Application

Step 1: Get in Touch

Direct your refund application through:

Step 2: Present Information

Your application should comprise the subsequent information:

  • Validation number for the booking
  • Date and time of the charter
  • Grounds for cancellation
  • Necessary supporting papers, if needed
  • Desired method for the refund

Step 3: Assessment and Execution

Our team will acknowledge your application within a day, evaluate it against this policy, communicate a verdict within two days, and process endorsed refunds within the specified time frames.

Crucial Reminders

  • All applications for refunds must be documented in writing
  • Refunds are executed in € irrespective of the payment currency initially used
  • Purchasing travel insurance is highly encouraged
  • This policy is subject to revisions with a notice period of 30 days
  • Refunds adhere to the relevant taxes and regulations

Contact Details

For inquiries about refunds or to place a refund application:

Refunds Department
PixelGardenRaft Marine Services Ltd.
Marina Port Vell
Barcelona 08039
Spain

Phone: +34 932 23 74 00
Email: [email protected]
Office Hours: Monday–Friday, 9:00 AM – 5:00 PM

Policy Update: August 21, 2029

We have designed this refund policy to be straightforward and clear-cut. We urge you to peruse these terms meticulously prior to booking and reach out to us if there are any queries.