Refund Policy
Transparent and equitable refund terms for your assurance
Introduction
At CollectiveOasis, we recognize that plans can alter, and we are committed to establishing transparent and just refund practices. This document details the scenarios in which refund requests for yacht charter services will be honored.
Please examine this policy thoroughly prior to securing a reservation. By reserving a charter with CollectiveOasis, you consent to and accept these terms for refunds.
Cancellation and Refund Schedule
Exceeding 72 Hours Prior to Charter
Qualifies for: Full reimbursement excluding service charges
Processing Duration: 5 to 7 working days
Service Charge: €50 for credit card payments
Requirements: Must be requested formally via email or telephone
Between 24 to 72 Hours Prior to Charter
Qualifies for: Half of the entire charter cost
Processing Duration: 7 to 10 working days
Service Charge: €25 subtracted from the reimbursement total
Requirements: Valid justification needed; operational charges apply
Under 24 Hours Remaining until Charter
Qualifies for: No reimbursement options accessible
Exception: Urgent situations may be taken into account
Alternative: Charter credit might be provided at the discretion of the management
Requirements: Evidence needed for emergency scenarios
Refunds Linked to Weather Conditions
Weather-Related Guarantee
Your safety is our primary concern. Should the weather conditions be deemed risky for sailing by our certified captain, we have several flexible solutions:
- Complete Refund: Issued in full if it is impossible to reschedule
- Rescheduling: Change your booking to an upcoming available date at no extra charge
- Charter Credit: A voucher, valid for one year from original charter date
Evaluating Weather Conditions
Our weather checks consist of:
- Analysis of wind velocity and direction
- Assessment of sea state and wave height
- Prognosis of visibility and rainfall
- Advisories and alerts from the Coast Guard
- Professional skipper's safety assessment
Decision Period: Decisions on weather-related cancellations are finalized no more than 4 hours before the scheduled departure.
Refunds Due to Medical Emergencies
Urgent Medical Events
We are aware that unforeseen medical crises can occur. Such situations might be eligible for exceptional consideration:
- Unexpected illness or injury necessitating hospital admission
- Passing of a close family member
- Unanticipated military deployment or recall
- Legal obligations such as jury duty or court subpoenas
- Natural catastrophes impacting travel plans
Documentary Evidence
To accommodate requests for refunds due to emergencies, kindly provide:
- A note from a medical professional or hospital records
- Death certificate when applicable
- Official military orders demonstrating deployment
- Legal summons or notification of jury duty
- Official travel warnings or declarations of emergency
Processing: Requests for emergency-related refunds are addressed within 3 to 5 business days after we receive the appropriate documents.
Cancellations on Operational Grounds
Technical Failures
If the vessel assigned to you encounters technical issues that prove insurmountable:
- Substitute Vessel: An effort will be made to provide a similar alternative
- Full Refund: Issued if a similar vessel is unattainable
- Partial Refund: Offered if the replacement vessel is priced differently
- Compensation: You might receive compensation for the trouble
Unavailability of Crew
In the rare chance that the certified crew cannot be present:
- Alternative personnel will be found if feasible
- Full reimbursement if the charter cannot proceed
- Change of booking at no added costs
Procedure for Refunds
Reimbursement Method
Reimbursements will be sent back via the initial method of payment:
- Credit Cards: Processed within 5 to 7 business days
- Wire Transfers: Completed within 7 to 10 business days
- Cash or Cheque: Fulfilled within 3 to 5 business days
Service Fees
Credit Card Transactions
A €50 fee for cancellations requested more than three days ahead
Bank Transfer Procedures
A €25 fee applies to all Wire Transfer refunds
International Transactions
Additional charges might apply for cross-border transactions
Credit System for Charters
Issuance of Credits
Credits for the charter could be granted instead of cash returns under certain situations:
- Cancellations made shortly before the charter (less than a day)
- Cancellations due to poor weather
- Requests to reschedule initiated by the customer
- Interruptions to operations
Stipulations for Credits
- Effective Period: Valid for a year from the issuance date
- Transfer Restrictions: Non-exchangeable with other individuals
- Worth: Corresponds to the full charter cost (excludes service charges)
- Utilization: Applicable towards any future charter of choice
- Expiry: Extensions beyond one year will not be accommodated
Partial Reimbursements for Service Disruptions
Charter Disruptions
If your charter service is interrupted or cut short for reasons we are responsible for:
- Reimbursement proportionate to the unused duration
- Credit equivalent to a future charter
- Complimentary upgrades or additional services
Disturbances Involving Guests
If a charter has to end early due to guests' behavior or breaches of safety:
- No compensation for the remaining time
- Full charge is still applicable
- Potential extra fees might be incurred
Negotiating Refund Disputes
In case of any disagreement with a refund judgment, options include:
- A reevaluation request submitted to our higher management
- Additional proof or documentation provision
- Appeal to consumer protection entities
- Legal action consistent with prevailing laws
Requesting a Reimbursement
Step 1: Initial Contact
To commence your refund request, please contact us through:
- Email: [email protected]
- Phone: +33 4 93 00 00 00
- Visiting our marina's front office
Step 2: Submission of Details
Your refund inquiry should include these details:
- Confirmation code for your booking
- Scheduled date and time for the charter
- Explanation behind the cancellation
- Relevant support documents, if necessary
- Your preferred mode of reimbursement
Step 3: Verification and Execution
Our team will confirm the receipt of your request within a day, review it in accordance with our policy, and communicate a decision within two days. Any approved reversals will be conducted as per the timelines given.
Vital Information
- Refund claims have to be made in a written format
- Refunds are addressed in €, regardless of the currency used for payment
- Purchasing travel insurance is highly suggested
- Policy adjustments will be notified 30 days in advance
- Refunds are subject to prevailing tax laws and regulations
Getting in Touch
To inquire further about refunds or to proceed with a refund request:
Refunds Team
CollectiveOasis Marine Services Ltd.
Marina Point
Cannes 06400
France
Phone: +33 4 93 00 00 00
Email: [email protected]
Business Hours: Monday through Friday, from 9:00 AM to 5:00 PM