Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At SunrisePaperCo, we recognize that plans can change, and we aim to facilitate fair and clear refund guidelines. This document delineates the scenarios in which refunds can be granted for yacht charter services.
It is important you familiarize yourself with our policy prior to booking your charter. By choosing to book a charter with SunrisePaperCo, you are consenting to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full refund excluding service charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Must be filed via written communication such as email or a phone call
24-72 Hours Before Charter
Eligible for: Half of the total charter cost
Processing Time: 7-10 business days
Processing Fee: €25 will be subtracted from the refund
Conditions: A grounded reason is required; administrative expenses incurred
Less than 24 Hours Before Charter
Eligible for: Refunds are not available
Exception: Consideration for emergencies on a case-by-case basis
Alternative: At the discretion of management, a credit for charter services may be offered
Conditions: Supporting documents are required for emergency situations
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our utmost priority. Should the weather pose a safety risk for charter operations as determined by our certified captain, flexible options are provided:
- Full Refund: Issued if rescheduling isn't an option
- Reschedule: We'll move your booking to an alternative date without additional fees
- Charter Credit: A credit redeemable for 12 months following the original booking date
Weather Assessment Process
The assessment of weather conditions includes:
- Evaluation of wind speed and direction
- Assessment of wave height and ocean state
- Forecasts involving visibility and precipitation
- Advisories and warnings from the Coast Guard
- The safety judgement from the professional captain
Decision Timeline: Final decisions regarding weather cancellations are made no later than 4 hours before the starting time of the charter.
Medical Emergency Refunds
Emergency Circumstances
We acknowledge that unforeseen medical emergencies may arise. The situations that may be considered for special exceptions include:
- Sudden medical conditions or injuries that necessitate hospitalization
- Passing of immediate family members
- Unexpected military deployment or recall
- Legal obligations such as jury duty or receiving a court subpoena
- Natural calamities impacting travel arrangements
Documentation Requirements
To facilitate the processing of emergency refunds, the following documents should be provided:
- Medical certificates or records from hospitals
- Death certificates when relevant
- Official military directives
- Legal summons or notifications for jury duty
- Emergency statements or travel notices
Processing: Emergency refunds will be managed within 3-5 business days following the receipt of the necessary documentation.
Operational Cancellations
Mechanical Issues
Should the assigned boat experience an unresolvable mechanical issue:
- Alternative Vessel: We will attempt to provide a similar vessel
- Full Refund: Granted when no suitable replacement is available
- Partial Refund: Issued if the alternative vessel has different rates
- Compensation: Additional compensation could be offered for any inconvenience faced
Crew Unavailability
In the unlikely event that certified crew is not available:
- Efforts will be made to assign an alternative crew
- Full refund if the charter cannot take place
- Option to reschedule with no extra cost
Refund Processing
Payment Method
Refunds will be issued to the same method of payment initially utilized for the booking:
- Credit Cards: Processed in 5-7 business days
- Bank Transfers: Completed within 7-10 business days
- Cash/Cheque: Processed in 3-5 business days
Processing Fees
Credit Card Processing
A €50 fee applies to cancellations