Refund Policy
Transparent and just refund procedures for your assurance
Introduction
At CrestStoneLumen, we realize plans can shift, and our aim is to maintain equitable and clear refund regulations. Herein are detailed the scenarios in which refunds are permitted for our yacht rental solutions.
Before finalizing your reservation, please review this document thoroughly. When you reserve a yacht with CrestStoneLumen, you are confirming your agreement to the refund conditions outlined herein.
Standard Cancellation and Refund Timetable
Over 72 Hours Prior to Charter
Eligible for: Total refund excluding processing costs
Processing Period: 5-7 working days
Processing Charge: £50 for credit card operations
Requirements: The request must be given via email or phone in written form
24-72 Hours Prior to Charter
Eligible for: Half of the full charter expense
Processing Period: 7-10 working days
Processing Charge: £25 deducted from refund amount
Requirements: Justification is required; administrative expenses are incurred
Fewer than 24 Hours Prior to Charter
Eligible for: Refunds are not available
Exception: Life-or-death situations may be reviewed on a case-by-case basis
Alternative: Vouchers for future charters may be issued at the discretion of management
Requirements: Evidence must be provided for urgent cases
Cancellations Due to Weather Conditions
Our Commitment to Safety in Weather
Your safety is our foremost concern. Should weather pose a hazard to sailing as determined by our licensed captain, we put forward various options:
- Complete Refund: A full refund if rearrangement isn't feasible
- Postponement: You may reschedule your yacht to a future open date at zero extra cost
- Charter Voucher: A credit applicable for one year from the original booking date
Assessment Protocol for Weather
Factors included in our weather evaluation are:
- Investigation into wind patterns and speed
- Analysis of swell height and maritime conditions
- Projections for visibility and precipitation
- Notices and alerts from the Coast Guard
- Captain's safety assessment based on professional discretion
Decision-Making Timeline: Determinations regarding weather cancellations will be made no more than 4 hours before the planned departure time.
Refunds in Cases of Medical Crisis
Qualifying Emergencies
We are sympathetic to the uncertainty of medical urgencies. Consideration for extraordinary refund requests may be given under the following instances:
- Unforeseen medical conditions or injuries needing hospitalization
- A member of the immediate family's death
- Urgent military orders or recall
- Summons for legal proceedings or jury duty
- Severe weather events affecting travel plans
Documentation Parameters
To proceed with a request for an emergency refund, the following proofs are needed:
- Statement from a medical institution or certification of illness
- Official evidence of death (where relevant)
- Orders dispatched by military authorities
- Legal subpoena or notification of jury duty
- Emergency proclamations or travel alerts
Refund Timing: Requests for emergency refunds will be addressed within 3-5 business days once the necessary documentation is submitted.
Cancellations Due to Operational Challenges
Dilemmas with the Vessel
In the event that the vessel allocated to your charter faces unsolvable mechanical issues:
- Substitute Yacht: We'll try to arrange a similar replacement
- Full Refund: Provided if no alternative is achievable
- Partial Refund: Offered if the substitute boat has a different fee structure
- Compensation: We may also provide supplementary compensation for the inconvenience
Lack of Crew Availability
In the unusual case that a certified crew is unavailable:
- Efforts will be made to find a replacement crew
- A full reimbursement if the charter is unable to proceed
- An option to reschedule without incurring extra expenses
Refund Procedure
Refund Mechanism
Repayments are issued back to the initial mode of payment employed at the time of booking:
- Payment Cards: 5-7 business days
- Direct Bank Transfers: 7-10 business days
- Cash or Cheque: 3-5 business days
Costs for Processing
Credit Card Handling
A £50 fee for withdrawals more than 72 hours before the charter date
Handling of Bank Transfers
A £25 fee for all reimbursements via bank transfer
International Transactions
Extra charges may be levied for cross-border transactions
Issues of Charter Vouchers
Circumstances for Voucher Issuance
Vouchers for future charters might be provided instead of refunds based on these circumstances:
- Late cancellations (with less than 24 hours' notice)
- Cancellations prompted by adverse weather
- Voluntary requests to change the booking
- Service disruptions
Voucher Specifications
- Effectiveness: Vouchers are valid for one calendar year from the date of issue
- Transferability: Credits are non-exchangeable and cannot be transferred to others
- Value: The entire value of the charter (exempt from processing charges)
- Application: May be used towards any future available charter
- Expiry: No prolongation past the 12-month period
Compensation for Partial Charter Services
Interruptions During Service
If your rental experience is cut short or disrupted due to internal reasons:
- A refund proportional to the unutilized portion
- Credits equivalent in value for a comparable future rental
- Complimentary offerings or service upgrades
Disruptions Caused by Guests
In the event of a charter's early termination due to guest actions or safety violations:
- No reimbursements for the remaining period
- Full charges remain applicable
- Guests may incur additional fees
Settling Refund Disagreements
If you are dissenting on a choice regarding refunds, here are your options:
- Apply for an examination of your case by our executive team
- Supplement your appeal with further proof or information
- Approach consumer rights entities for mediation
- Explore judicial measures consistent with the statutory laws
Applying for a Refund
Step 1: Reach Out
Begin your refund application through:
- Email: [email protected]
- Phone: +44 23 9221 0000
- Direct discussion at our port office
Step 2: Detail Your Request
Your request should include the following data:
- Confirmation code of your booking
- Scheduled date and time of the charter
- The basis for the cancellation
- Any supportive documents (when relevant)
- Your preferred method for the refund
Step 3: Assessment and Completion
We will send an acknowledgment within a day, evaluate your request in reference to our policy, reach a verdict within two days, and proceed with sanctioned refunds within the described timelines.
Additional Information
- All applications for refunds must be lodged in a written format
- Reimbursements will be made in £ irrespective of the booking's original payment currency
- We highly suggest obtaining travel insurance
- Terms of this document are liable to change, provided a month's notice
- Refunds must adhere to pertinent tax laws and regulations
Contact Details
To inquire about refunds or to file for one, the following is our contact data:
Refunds Department
CrestStoneLumen Nautical Services Limited
Port Solent
Portsmouth PO6 4TP
United Kingdom
Phone: +44 23 9221 0000
Email: [email protected]
Office Hours: Monday–Friday, 9 AM – 5 PM