Refund Policy

Transparent and fair refund terms assuring your serenity

Overview

At CentralCooperativeHub, we recognize that plans can change, and we are committed to having transparent and just refund practices. This policy details the conditions for when refunds might be granted for yacht charter services.

Please review this policy thoroughly prior to making a reservation. By reserving a charter with CentralCooperativeHub, you are agreeing to and accepting these conditions for refunds.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Full refund excluding processing charges

Processing Time: 5-7 business days

Processing Fee: €50 for transactions with credit cards

Conditions: Must be made in writing through an email or phone call

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the full charter cost

Processing Time: 7-10 business days

Processing Fee: €25 removed from the refund

Conditions: A valid reason is necessary; subject to administrative fees

Less than 24 Hours Before Charter

No Refund

Eligible for: No refund issued

Exception: Cases of emergencies might be taken into consideration

Alternative: Credit for charter may be provided at the discretion of our management

Conditions: Required documentation for emergency situations

Weather-Related Cancellations

Our Weather Guarantee

Your safety is our highest priority. In the event that our certified captain considers the weather unsafe for sailing, we offer several flexible solutions:

  • Full Refund: Issued if it's not feasible to reschedule
  • Reschedule: Change the booking to an alternative available date without extra costs
  • Charter Credit: Receive a voucher valid for one year from the original charter date

Weather Assessment Process

We conduct a weather analysis that includes:

  • Review of wind strength and direction
  • Evaluation of wave height and marine conditions
  • Visibility and precipitation outlooks
  • Notices and alerts from the Coast Guard
  • Professional assessment of safety by the captain

Decision Timeline: Decisions on weather-related cancellations are made at the latest 4 hours ahead of the departure time.

Medical Emergency Refunds

Emergency Conditions

We are sympathetic to the occurrence of unforeseen medical emergencies. Such instances may be eligible for special refund consideration:

  • Unexpected disease or injury that necessitates hospitalization
  • Passing of a family member
  • Urgent military deployment or recall
  • Summons for jury service or a court order
  • Natural disasters impacting travel plans

Documentation Criteria

To accommodate requests for emergency refunds, the following proofs are required:

  • A medical statement or documentation from a hospital
  • Certificate of death (if relevant)
  • Formal military instructions
  • Notice for court attendance or jury duty
  • Travel warnings or declarations of emergency

Procedure: Emergency refunds will be handled within 3-5 working days after the appropriate documents are received.

Operational Cancellations

Technical Problems

If the vessel booked encounters unresolvable technical issues:

  • Substitute Vessel: We attempt to supply a comparable substitute
  • Full Refund: Granted if a suitable substitution is unavailable
  • Partial Refund: Applicable if the replacement vessel is different in price
  • Compensation: Extra compensation may be put forth for the inconvenience

Crew Unavailability

On infrequent instances of unavailable certified crew members:

  • Replacement crew will be arranged if possible
  • Complete refund if the charter cannot proceed
  • Option to reschedule with no additional fee

Refund Processing

Reimbursement Mode

Refunds will be processed back to the original mode of payment utilized at booking:

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

Processing Charges

Credit Card Handling

€50 charge for cancellations with more than 72 hours notice

Bank Transfer Procedures

€25 charge applicable to all bank transfer refunds

International Transactions

Extra fees might be applicable for international operations

Charter Credits

Circumstances for Credit Issuance

In certain instances, charter credits may be extended instead of refunds:

  • Late cancellations (within 24 hours of the charter)
  • Cancellations due to weather
  • Voluntary rescheduling at the request of the customer
  • Disturbances in operations

Credit Guidelines

  • Validity: Valid 12 months following issuance
  • Transferability: Non-transferable to others
  • Amount: Equal to the full cost of the charter (processing fees excluded)
  • Redemption: Can be applied towards any future charter
  • Expiry: Not extendable past twelve months

Partial Service Refunds

Disruptions to Service

In the event your charter experience is interrupted or shortened due to reasons within our control:

  • Refund proportional to the time not utilized
  • Credit for an equivalent future charter
  • Offer of complimentary services or upgrades

Disruptions Caused by Guests

If a charter is ended ahead of schedule due to the actions or breach of safety by guests:

  • No return for the time not used
  • Total charge remains due
  • Extra fees may be assessed

Disagreements Over Refunds

If you are in dispute with a decision related to refunds, the following steps are available:

  • Ask for reconsideration by our management
  • Provide further proof or evidence
  • Seek out consumer protection groups
  • Legal steps in accordance with the law

How to Apply for a Refund

Step 1: Get in Touch

Place your request for a refund through:

Step 2: Offer Details

Provide the next in your refund request:

  • Verification number for booking
  • Scheduled date and time for the charter
  • The reason behind the cancellation
  • Any relevant documents
  • Your chosen mode for a refund

Step 3: Consideration and Action

Our team will respond to your request within a day, consider it according to this policy, give a decision in two days, and realize approved refunds within the mentioned time frames.

Key Points

  • All applications for refunds must be made in written form
  • Refunds will be managed in € even if the original currency of payment is different
  • Purchasing travel insurance is highly suggested
  • This refund guideline is subject to alterations, to which we will provide a month's notice
  • Refunds are under the jurisdiction of all applicable taxes and legal regulations

Contact Details

For any inquiries about our refund process, or to submit an application for a refund:

Refunds Department
CentralCooperativeHub Marine Services Ltd.
Marina Point
Hamburg 22763
Germany

Phone: +49 40 431790
Email: [email protected]
Office Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: September 1, 2027

We have prepared this refund policy to be fair and transparent. We invite you to familiarize yourself with these terms thoroughly before making a reservation and reach out to us with any queries.