Refund Policy
Transparent and equitable refund terms to ensure your confidence
Introduction
At OrchardResource, we recognize that plans may change, so we offer comprehensible and straightforward refund guidelines. This document details the criteria for refunds in relation to our yacht charter services.
Before confirming a reservation, please review our refund policy thoroughly. Booking a charter through OrchardResource implies your consent and adherence to these terms.
Standard Cancellation and Refund Guidelines
Over 72 Hours Prior to Charter
Qualified for: Entire refund less any service charges
Processing Duration: 5-7 business days
Service Charge: €50 for credit card payments
Requirements: Must be requested officially via email or phone call
Between 24 and 72 Hours Prior to Charter
Qualified for: Half of the total cost of the charter
Processing Duration: 7-10 business days
Service Charge: €25 deducted from the refund amount
Requirements: A reasonable justification is needed; management expenses incurred
Less than 24 Hours Prior to Charter
Qualified for: No reimbursement possible
Exception: Urgent situations might be taken into consideration
Alternative: At our discretion, credit for a future charter could be provided
Requirements: Backup documentation required for emergencies
Refunds Due to Weather Conditions
Guarantee Against Bad Weather
Your safety is our priority. Should the conditions be unsuitable for sailing as determined by our certified captain, we will offer the following:
- Entire Refund: If a rescheduling isn't possible, a full refund will be provided
- Reschedule: Transfer your charter to an alternate date without any extra charges
- Charter Credit: A voucher valid for one year from the initial charter date will be issued
Evaluation of Weather
We base our weather assessments on the following:
- Inspection of wind speed and direction
- Evaluating wave height and ocean conditions
- Forecasting visibility and potential rainfall
- Adhering to Coast Guard advisories and alerts
- Ruling of the captain on safety considerations
Notification Period: Decisions on cancellation due to weather are made at least 4 hours before the departure is scheduled.
Refunds for Medical Emergencies
Sudden Health Crises
We are aware that abrupt health emergencies can occur. Scenarios that might be considered for special refund requests include:
- Unexpected disease or injuries that necessitate hospital admission
- Loss of an immediate family member
- Unforeseen military orders or recalls
- Summons for jury duty or a legal obligation
- Travel disruptions caused by natural disasters
Proof Requirement
To request a refund due to an emergency, please supply:
- Medical statement or evidence from the hospital
- Certified death record (if applicable)
- Official orders from the military
- Legal summons or notification of jury duty
- Advisories related to travel or declarations of emergency
Procedure: Requests for emergency refunds are processed within 3-5 business days once all necessary documents are received.
Cancellations due to Operational Issues
Technical Problems
In the event that the vessel allocated to you suffers from mechanical failure that can't be promptly fixed:
- Replacement Vessel: We will seek to provide a similar vessel
- Full Refund: If we fail to find an appropriate substitute
- Partial Refund: If the substitute vessel has different pricing
- Compensation: Additional recompense might be provided for the inconvenience
Lack of Available Crew
On the rare occasion that certified crew is not available:
- Efforts will be made to arrange alternative personnel
- Full reimbursement if the charter cannot proceed
- Possibility to reschedule at no additional charge
Refund Methodology
Payment Return
Returned funds will be issued through the same payment channel originally used:
- Credit Cards: 5-7 working days
- Bank Transfers: 7-10 working days
- Cash or Check: 3-5 working days
Administrative Costs
Handling Fee for Credit Cards
€50 charge for cancellations processed more than 72 hours beforehand
Cost for Processing Bank Transfers
€25 fee applies to all bank transfer refunds
International Transactions
Additional fees might be incurred for transactions crossing national borders
Credit for Future Charters
Issuance of Credits
Charter credits might be presented as an alternative to refunds under certain conditions:
- For cancellations happening with less than 24-hour notice
- For charters impacted by adverse weather
- Upon requests for voluntary schedule changes
- Due to operational issues
Credit Details
- Usability: Valid for a period of 12 months from when they're issued
- Non-Transferable: Cannot be passed on to others
- Amount: Equivalent to the full value of the charter without deduction for fees
- Application: Redeemable for any available future bookings
- Non-Extensible: Cannot be extended beyond the original 12-month period
Reimbursement for Partial Services
Interruptions of Service
If a charter is curtailed for reasons within our control:
- A refund proportionate to the unutilised duration
- Credit for a subsequent charter equal in value
- Complimentary offerings or upgrades as compensation
Disruptions Caused by the Client
Should a charter need to be called off early attributable to guest behavior or safety infractions:
- No refund for the remaining timeframe
- Total cost is still payable
- Potential additional charges
Process of Dispute Settling
In case of a dispute over a refund decision, you are entitled to:
- Ask for a reassessment by our leadership team
- Offer more proof or documentation
- Look for a solution through consumer advocacy groups
- Seek legal action as stipulated by relevant regulations
Applying for a Refund
Step 1: Get in Touch
To start the refund procedure, please reach out via:
- Email: [email protected]
- Phone: +356 2122 0000
- Visiting our office at the dockside
Step 2: Compile Information
Ensure to include in your submission:
- The number for your reservation confirmation
- Dates and timing of the charter
- The rationale behind the cancellation
- Any relevant supporting paperwork (when required)
- The preferred mode of refund
Step 3: Verification and Completion
Our customer team will acknowledge your inquiry within a day, assess it according to our guidelines, and communicate a decision within two days. If approved, the refund will be processed according to the outlined time periods.
Essential Remarks
- All calls for refunds need to be lodged in written form
- Refunds are processed in € irrespective of the transaction currency utilized originally
- We highly suggest purchasing travel insurance
- This policy can be updated given a notice of one month
- Refunds will adhere to relevant taxes and regulatory requirements
How to Reach Us
For queries related to refunds or to present a refund petition:
Refunds Division
OrchardResource Marine Services Ltd.
Marina Point
Valletta VLT 10
Malta
Phone: +356 2122 0000
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM