Refund Policy
Transparent and equitable refund terms to ensure your comfort
Overview
We at FreshMarketRow recognize that plans can change, and commit to offering straightforward and honest refund policies. This document details the conditions that qualify for refunding payments related to yacht charter services.
It's important to review this policy in its entirety before confirming a booking. By reserving a charter with FreshMarketRow, you are expressing consent and agreement to these terms of refunding.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full refund excluding processing costs
Processing Time: 5-7 working days
Processing Fee: €50 for transactions made with credit card
Conditions: Must be executed in written form through email or telephone
24-72 Hours Before Charter
Eligible for: Half of the full charter fee
Processing Time: 7-10 working days
Processing Fee: €25 is deducted from the refund amount
Conditions: A legitimate reason is required; administrative fees may be incurred
Less than 24 Hours Before Charter
Eligible for: Refunds are not available
Exception: Consideration may be given for urgent circumstances
Alternative: At the discretion of the management, a voucher for charter services may be offered
Conditions: Emergency claims require supporting documentation
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our priority. Should the conditions of the weather be deemed unsafe for yacht operations by our accredited captain, we provide flexible alternatives:
- Full Refund: A complete refund is issued if rescheduling is not feasible
- Reschedule: Shift your charter to an available date without additional fees
- Charter Credit: A voucher valid for one year from the original date of the charter
Weather Assessment Process
Our procedure for evaluating weather includes:
- Analyzing wind patterns and strength
- Checking wave height and sea conditions
- Forecasting visibility and precipitation
- Heeding Coast Guard advisories and alerts
- The safety assessment by a professional captain
Decision Timeline: The call to cancel due to weather is made no later than 4 hours ahead of the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We comprehend that medical emergencies are unexpected. Certain situations may be eligible for special refund considerations:
- Abrupt illness or accident requiring admission to the hospital
- Passing of an immediate family member
- Calls to active military duty or emergency summons
- Compulsory jury service or a legal subpoena
- Natural catastrophes impacting travel
Documentation Requirements
Required documentation for refund consideration due to emergencies include:
- Doctor's note or hospital paperwork
- A death certificate in the event of a family death
- Confirmation of military orders
- Court orders or notices of mandatory jury duty
- Emergency or travel warnings and decrees
Processing: Refund claims due to emergencies are handled within 3-5 business days after the necessary documents are obtained.
Operational Cancellations
Mechanical Issues
Should your designated yacht encounter irreparable mechanical issues:
- Alternative Vessel: Our effort will be to arrange a substitute yacht of similar qualities
- Full Refund: Offered if no appropriate substitute is found
- Partial Refund: Issued if the substitute yacht has a different price
- Compensation: Additional recompense may be considered due to the inconvenience
Crew Unavailability
In the unlikely occasion that our certified crew is not available:
- Every effort will be made to secure an alternate crew
- Complete refund if the charter must be canceled
- Options to reschedule at no extra cost
Refund Processing
Payment Method
Refunds are credited back to the payment mode used for the original booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
A cancellation fee of €50 for cancellations requested more than three days prior to the charter
Bank Transfer Processing
A fixed charge of €25 is applied to all bank transfer refunds
International Processing
Additional costs may be incurred for refunds concerning international transactions
Charter Credits
When Credits Are Offered
Under certain conditions, charter credits may be given as an alternative to monetary refunds:
- For cancellations that occur with less than a day's notice
- When weather causes the charter to be canceled
- Upon voluntary requests to change the booking
- Due to unforeseen operational disruptions
Credit Terms
- Validity: Charter credits remain valid for a year from the issue date
- Transferability: Credits are non-transferable and must be used by the original party
- Value: Credits represent the full value of the charter and don't include processing charges
- Usage: They may be applied to any charter that is available at the time of booking
- Expiration: Credits must be used within a year; extensions are not granted
Partial Service Refunds
Service Interruptions
If the charter is cut short for reasons that fall under our responsibility:
- A proportional refund based on the unused portion
- Future charter voucher of equivalent value
- Complimentary services or potential upgrades
Guest-Related Interruptions
In the event of a charter concluding early as a result of guest actions or violations of safety protocol:
- No refund will be provided for the remaining time
- The full charter cost must be paid
- Guests might face additional fees
Dispute Resolution
Should you contest a decision regarding refunds, you're entitled to:
- Request revisiting of your case by our management
- Offer additional support documentation or proof
- Approach consumer protection organizations
- Engage in legal processes as dictated by law
How to Request a Refund
Step 1: Contact Us
You can initiate a refund request through:
- Email: [email protected]
- Phone: +33 4 93 00 00 00
- Visiting our marina office in person
Step 2: Provide Information
Your request should comprise the following details:
- Your booking reference number
- The scheduled date and time of your charter
- The cause of the cancellation
- Any necessary supporting paperwork (as needed)
- Your preferred method for receiving refunds
Step 3: Review and Processing
Our team will acknowledge receipt of your request within a day, assess it considering our policy, come to a decision within two days, and manage approved refunds within the indicated timeframes.
Important Notes
- All requests concerning refunds must be formally submitted
- Refunds are conducted in €, regardless of the currency used for payment
- We strongly advocate for securing travel coverage
- This policy may be updated with a notice period of 30 days
- Refunds are subject to tax laws and prevailing regulations
Contact Information
For inquiries or to proceed with a refund claim:
Refunds Department
FreshMarketRow Marine Services Ltd.
Ocean Boulevard
Nice 06200
France
Phone: +33 4 93 00 00 00
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM