Refund Policy
Transparent and straightforward refund terms for your assurance
Overview
We at LilyStoneHarbor realize that plans may change, and we aim to establish clear and honest refund arrangements. This document details the criteria for issuing refunds for our yacht rental services.
Please review this policy carefully prior to booking a yacht. By confirming a charter with LilyStoneHarbor, you accept these refund conditions.
Standard Cancellation and Refund Schedule
Over 72 Hours Before Charter
Eligible for: Full reimbursement less service charges
Processing Time: 5-7 business days
Processing Fee: £50 for credit card transactions
Conditions: Must be requested formally via email or telephone
24-72 Hours Prior to Charter
Eligible for: Half the total charter fee
Processing Time: 7-10 business days
Processing Fee: £25 deducted from the reimbursement amount
Conditions: A legitimate reason is obligatory; administrative expenses incurred
Under 24 Hours Prior to Charter
Eligible for: No compensation provided
Exception: Situations of emergency may be taken into account
Alternative: A voucher for chartering may be offered at the discretion of management
Conditions: Proof required for emergency scenarios
Weather-Related Cancellations
Our Commitment to Safety
Client safety is our priority. If our certified captain deems weather conditions to be perilous for charter voyages, we offer the following options:
- Full Refund: A total refund if rescheduling the charter is not viable
- Reschedule: Alter the date of your charter to an available day with no extra charges
- Charter Credit: Offer a credit voucher usable for one year from the first charter date
Weather Evaluation Procedure
Our analysis of weather elements includes:
- Inspection of wind force and flow
- Evaluation of wave magnitude and the state of the sea
- Prediction of visibility levels and expectation of rainfall
- Notices and alerts from the Coast Guard
- Safety judgment from the professional captain
Decision Making: Determinations regarding weather cancellations are made at most 4 hours before the departure time.
Medical Emergency Refunds
Special Circumstances
We understand that unforeseen medical emergencies can arise. Some cases that may receive special consideration include:
- Unexpected sickness or injuries that necessitate hospital stays
- Passing of an immediate family member
- Call-up for military duty or unforeseen recall
- Service as a juror or response to a legal subpoena
- Disasters affecting travel
Required Proof
To consider emergency reimbursement applications, the following evidence is required:
- Medical attestation or hospital records
- Death certificate (if relevant)
- Official military dispatch
- Legal summons or notification for jury service
- Announcements of travel restrictions or emergencies
Processing: Refund claims due to emergencies are handled within 3-5 business days after obtaining proper corroborating documents.
Operational Cancellations
Technical Failures
If the yacht you reserved encounters unrepairable mechanical issues:
- Substitute Yacht: We will endeavor to offer a similar vessel
- Full Refund: Should a comparable yacht not be accessible
- Proportional Refund: If the replacement yacht has a different rate
- Compensation: Additional recompense might be provided for the inconvenience
Unavailable Staff
On rare occasions when our certified staff is not available:
- Efforts will be made to arrange an alternative crew when feasible
- Total reimbursement if the charter cannot proceed
- Option to reschedule without additional expenses
Refund Processing
Reimbursement Mode
Refunds will be credited back to the original method of payment used during booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Check: 3-5 business days
Service Charges
Credit Card Transactions
£50 charge for annulments more than 72 hours before the charter
Bank Transfer Operations
£25 charge for all banking transfer refunds
International Transactions
Additional charges might be applicable for international operations
Charter Credits
Instances for Credit Issuance
In certain scenarios, credits for chartering may be provided instead of cash returns:
- Late cancellation requests (under 24 hours prior)
- Cancellations due to adverse weather
- Voluntary changes of booking dates
- Disruptions due to operational issues
Conditions Applied to Credits
- Use Period: One year from the date of issuance
- Transferrability: Credits cannot be transferred to others
- Amount: Full value of the initial charter (excluding service charges)
- Application: Applicable for any open charter events
- Extension: No carryover past the one-year deadline
Refunds for Partially Delivered Services
Interrupted Services
If your charter experience is halted or curtailed because of reasons within our control:
- Refund correlating to the non-utilized period
- Voucher equal to the undelivered service for future use
- Complimentary offerings or upgrades as recompense
Difficulties Caused by Guests
If a charter is ended prematurely due to the behavior or safety breaches of guests:
- Neglect of refund for the non-utilized portion
- Obligation for full payment continues
- Potential extra fees may be applied
Dispute Mediation
In the event of a disagreement concerning a refund decision, the following steps are available:
- Seek a reevaluation from our administrators
- Offer extra proof or documentation
- Contact consumer protection entities
- Engage legal ways according to the laws in effect
Procedure for Refund Application
Phase 1: Make Contact
Submit your request for a refund through:
- Email: [email protected]
- Phone: +44 20 7946 0958
- In person at our waterfront office
Phase 2: Present Details
Your request should include:
- Confirmation number for your booking
- Scheduled date and time of the charter
- Justification for the cancellation
- Any accompanying paperwork (if applicable)
- Selected method for refund
Phase 3: Confirmation and Execution
Your request will be acknowledged by our team within one day, compared to this policy, a decision will be communicated within two days, and if approved, the refund will be processed accordingly.
Critical Information
- All requests for refunds must be transmitted in writing
- Reimbursements are issued in £, irrespective of the currency employed for payment
- Insurance for your travels is highly advised
- This document can be revised with a notification 30 days in advance
- Refunds are subject to the applicable taxes and regulations
Getting in Touch
For inquiries about reimbursements or to submit a refund request:
Refunds Office
LilyStoneHarbor Marine Services Ltd.
43 Bedford Street, Westminster
London WC2E 9HA
United Kingdom
Phone: +44 20 7946 0958
Email: [email protected]
Working Hours: Monday–Friday, 9:00 AM – 5:00 PM