Refund Policy

Transparent and just refund terms for your reassurance

Overview

At PebbleStoneWay, we recognize that situations may change, and we are committed to providing transparent and equitable refund policies. This document details the criteria for receiving refunds for our yacht rental services.

Before reserving a yacht, please examine this policy thoroughly. By confirming a booking with PebbleStoneWay, you accept and agree to these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete refund except for processing costs

Processing Time: 5-7 business days

Processing Fee: €50 for credit card payments

Conditions: Must be submitted in writing through email or telephone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the overall rental cost

Processing Time: 7-10 business days

Processing Fee: €25 subtracted from the refund amount

Conditions: A valid reason is required; administrative fees apply

Less than 24 Hours Before Charter

No Refund

Eligible for: Refunds are not available

Exception: For emergency situations, consideration may be given

Alternative: A credit for booking may be offered at the discretion of the management

Conditions: Proof required for emergency situation claims

Weather-Related Cancellations

Our Weather Guarantee

Safety is our primary concern. If charter operations are deemed unsafe due to weather conditions by our certified captain, we offer several flexible options:

  • Full Refund: Complete refund if rescheduling isn't an option
  • Reschedule: Change your rental to an alternative available date without extra fees
  • Charter Credit: A credit valid for one year from the original rental date

Weather Assessment Process

The weather evaluation includes:

  • Analyzing wind speed and direction
  • Assessing wave heights and sea conditions
  • Checking visibility and precipitation predictions
  • Reviewing Coast Guard advisories and warnings
  • Professional captain's assessment of safety

Decision Timeline: Decisions for weather-related cancellations are made at most 4 hours prior to the scheduled departure time.

Medical Emergency Refunds

Emergency Situations

We understand that medical emergencies can arise. The following circumstances may qualify for special consideration:

  • Sudden medical conditions or injuries requiring hospital care
  • Passing of an immediate family member
  • Military deployment or urgent recall
  • Mandatory jury service or a legal subpoena
  • Natural disasters impairing travel

Documentation Necessities

For emergency refund requests, please supply:

  • Medical certification or hospital reports
  • A death notice (if relevant)
  • Official military directive
  • Legal summons or notification of jury duty
  • Emergency travel advisories or proclamations

Processing: Refunds for emergencies are handled within 3-5 business days after receiving supporting papers.

Operational Cancellations

Mechanical Failures

If the yacht you're assigned experiences mechanical failures that can't be fixed promptly:

  • Alternative Vessel: An effort will be made to allocate a similar yacht
  • Full Refund: Offered if no comparable yacht is available
  • Partial Refund: Provided if the alternative yacht has a different rate
  • Compensation: Additional compensation might be presented for the inconvenience caused

Crew Unavailability

On rare occasions where a certified crew is not available:

  • Efforts to find substitute crew will be made when feasible
  • A complete refund will be provided if the rental can’t proceed
  • A possibility to reschedule without extra cost

Refund Processing

Payment Method

Refunds are issued using the same payment method used for the initial booking:

  • 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 made over 72 hours in advance

Bank Transfer Processing

€25 fee for all bank transfer refunds

International Transactions

Additional fees might apply for transactions across national borders

Charter Credits

Instances for Credit Issuance

Charter credits can be given instead of refunds under certain scenarios:

  • Last-minute cancellations (within 24 hours of the charter)
  • Rentals called off due to weather
  • Voluntary changes made by the renter
  • Disruptions in operations

Credit Details

  • Validity: Credits are valid for a period of 12 months from the date of issue
  • Transferability: Can't be transferred to other individuals
  • Value: Corresponds to the full value of the charter without any processing charges
  • Utilization: Applicable to any future rentals within validity period
  • Expiration: Credits expire after 12 months without the possibility of extension

Partial Service Refunds

Service Disruptions

If your yacht rental is disrupted or cut short due to factors we control:

  • A refund proportional to the unused duration
  • A voucher for a subsequent rental of equal worth
  • Additional free services or enhancements

Interruptions Caused by Guests

If a rental is concluded earlier due to guest behavior or non-adherence to safety regulations:

  • Unused time will not be refunded
  • Full payment will nevertheless be due
  • Extra charges may be applicable

Dispute Resolution

If there's a disagreement over a refund decision, possibilities include:

  • A second review by our administrative team
  • Submitting additional details or evidence
  • Seeking resolution via consumer protection organizations
  • Legal action according to the laws in force

How to Request a Refund

Step 1: Contact Us

To request a refund, reach out via:

Step 2: Provide Necessary Details

Your refund request should include:

  • The confirmation number from your booking
  • The specific time and date of the rental
  • The cause of the cancellation
  • Any relevant backup documents
  • Your preferred method for receiving the refund

Step 3: Review and Process

Our staff will acknowledge your claim within a day, evaluate it based on the mentioned policy, and reach a decision within two days. Approved refunds will then be processed within the timelines specified here.

Important Notes

  • Refund inquiries must be made in a written format
  • All refunds are processed in €, irrespective of the payment's initial currency
  • We strongly suggest acquiring travel insurance
  • This policy can undergo modifications with a month's notice
  • Refunds are subject to the relevant taxes and regulations

Contact Information

For inquiries regarding refunds or to submit a request:

Refunds Department
PebbleStoneWay Marine Services Ltd.
Port Hercules
Monaco 98000
Monaco

Phone: +377 93 15 25 50
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: May 20, 2029

This refund policy aims to be fair and clear. We urge you to examine these terms closely before making a reservation and to reach out with any inquiries.