Refund Policy

Transparent and equitable refund terms for your reassurance

Overview

At PixelSphereEcho, we recognize that situations may change, and our goal is to offer clear and sincere refund procedures. This document details the scenarios in which refunds might be granted for our yacht rental services.

It is important that you familiarize yourself with this document prior to booking a reservation. Your booking with PixelSphereEcho signifies your consent to this refund policy.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete refund excluding processing costs

Processing Time: 5-7 working days

Processing Fee: €50 for credit card transactions

Requirements: Must be requested via email or phone in a documented manner

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total charter cost

Processing Time: 7-10 working days

Processing Fee: €25 subtracted from the refund sum

Requirements: Justifiable reason needed; administrative expenses will be levied

Less than 24 Hours Before Charter

No Refund

Eligible for: Refunds will not be available

Exception: Essays for unexpected events may be taken into account

Alternative: At the discretion of management, a credit for future charters might be provided

Requirements: Documentation is necessary for claims of emergency situations

Weather-Related Cancellations

Our Weather Guarantee

Our utmost concern is for your well-being. If our certified captain determines that the weather makes sailing unsafe, we offer several alternatives:

  • Full Refund: Offered if it's not feasible to reschedule
  • Schedule Change: Reschedule your charter to a new date without any additional fee
  • Charter Credit: A voucher valid for 12 months from the original booking date

Approach to Weather Assessment

We consider various parameters in our weather evaluation, which includes:

  • Decision Time: Decisions regarding weather-related cancellations will be taken at least 4 hours before the charter is due to set sail.

Medical Emergency Refunds

Exceptions for Emergencies

We offer concessions for unforeseen medical emergencies, like:

  • Abrupt illness or injury needing hospital care
  • Passing of a close family member
  • Military draft or urgent call-back
  • Orders to appear in court or jury subpoena
  • Significant disasters impeding travel

Required Proof

When requesting a refund due to an emergency, please supply:

  • Valid medical reports or hospital letters
  • Notification of a relative's death, if relevant
  • Official military directives
  • Legal notifications or jury service requirements
  • Official travel cautions or state of emergency notifications

Handling: Upon provision of the necessary documentation, emergency refunds will be completed within 3-5 business days.

Operational Cancellations

Vessel Malfunctions

If the yacht allocated to you faces irremediable technical issues, the following are your options:

  • Replacement Yacht: We will try to provide a similar yacht
  • Full Return: If there's no other vessel available that is comparable
  • Partial Refund: If the alternative vessel is priced differently
  • Additional Compensation: Extra compensation might be granted for the inconvenience

Crew Unavailability

On the unlikely occurrence that a certified crew member is not available:

  • We will secure a replacement crew if feasible
  • A complete reimbursement if the charter cannot proceed
  • Option to reschedule without incurring any extra costs

Refund Processing

Refund Medium

Refunds will be issued back to the original form of payment that was used to book:

  • Credit Cards: Processed within 5-7 business days
  • Direct Bank Transfers: Completed within 7-10 business days
  • Cash or Check: Handled within 3-5 business days

Costs for Processing

Credit Card Operations

A €50 cost for all cancellations made with over 72 hours' notice

Handling for Bank Transfers

A flat rate of €25 applies to all bank transfer reimbursements

Charges for Overseas Operations

Auxiliary fees might incur for transactions processed across national borders

Charter Vouchers

Instances for Credit Issuance

In particular situations, credits for future charters might be given instead of refunds:

  • Late cancellation (under 24 hours notice)
  • Cancellation due to adverse weather
  • User-initiated rescheduling requests
  • Interruption in operations

Conditions for Credits

  • Validity Span: 12 months from the date of issuance
  • Non-Transferability: Credits cannot be transferred to others
  • Amount: Equal to the full value of the booked charter, exempt from processing fees
  • Utilization: Applicable towards any charter that has availability
  • Non-Extension: Credits will not be extended beyond a 12-month period

Compensation for Partial Services

Disruption of Service

If your charter experience is interrupted or cut short due to reasons we could control, the following compensations are available:

  • A refund proportionate to the unused portion
  • Credits equal in value for future charters
  • Gratis services or upgrades as an apology

Early Termination Due to Guests

In the event that a charter is prematurely concluded because of a guest's actions or safety breaches:

  • Remaining time will not be refunded
  • The complete amount of payment is still required
  • Extra costs may be incurred

Settling Refund Disputes

Should you have objections to a refund decision, the following steps are recommended:

  • Seek a reassessment from our management
  • Providing extra documents or proof
  • Contact consumer protection organizations for assistance
  • Legal avenues could be pursued as per relevant laws

Procedure for Refund Application

Initial Step: Reach Out

To request a refund, communicate with us through:

Second Step: Provide Necessary Details

Ensure the following information is included in your application:

  • Confirmation code of your booking
  • The scheduled date and time of your charter
  • Explanation for the cancellation
  • Any supporting documents, if it applies
  • Your preferred method to receive the refund

Final Step: The Review and Completion Process

Our team will confirm receipt of your request within a day, evaluate it pursuant to our guidelines, make a decision within two days, and carry out reimbursement procedures as per the timelines stated previously.

Key Points to Remember

  • Refund inquiries must be made in a documented manner
  • Reimbursements will be issued in €, irrespective of the payment currency used originally
  • We highly recommend taking out travel insurance
  • Terms within this policy may be updated, given a 30-day notification
  • Refunds are subject to relevant taxes and regulatory conditions

Connecting with Us

If you have questions regarding refunds or wish to submit a request for one:

Refund Office
PixelSphereEcho Marine Services Ltd.
Marina Point
Hamburg 20459
Germany

Phone: +49 40 1234 5678
Email: [email protected]
Open: Monday through Friday, from 9:00 AM to 5:00 PM

Last Updated: April 20, 2025

Our refund policy is aimed to be fair and transparent. We advise you to examine these terms thoroughly before booking and reach out to us should you have any questions.