Refund Policy
Transparent and equitable refund terms for assured customer satisfaction
Introduction
At LightUrbanSpace, we recognize that plans may change, and we are committed to offering clear and honest refund terms. This document provides the criteria under which we issue refunds for our yacht rental services.
We urge you to review this refund policy carefully prior to booking. By securing a rental with LightUrbanSpace, you confirm your acceptance of these refund conditions.
Cancellation and Refund Policy Framework
Greater than 72 Hours Prior to Charter
Qualified for: Complete refund less service charges
Refund Processing Timeline: Within 5-7 business days
Service Charge: €50 for card payments
Requirements: Must be submitted by email or telephone in a written format
Between 24 to 72 Hours Prior to Charter
Qualified for: Half of the total cost of the charter
Refund Processing Timeline: 7-10 business days
Service Charge: €25 subtracted from the refund amount
Requirements: A valid reason is needed; administrative expenses are taken into account
Less than 24 Hours Prior to Charter
Qualified for: Refunds are not available under these circumstances
Exception: Instances of emergencies might be considered on a case-by-case basis
Alternative Option: A credit for future charters may be issued depending on the managerial discretion
Requirements: Documentation is necessary for claims due to emergencies
Cancellations Due to Weather Conditions
Our Commitment to Safety
We prioritize safety above all. In the event of unsafe weather as determined by our qualified captain, we offer the following options:
- Complete Refund: Issued if rebooking is not feasible
- Rescheduling: You can change your booking to an alternative available date at no extra charge
- Charter Credit: A voucher valid for one year from the original booking date
Weather Evaluation Process
Our assessment for weather-related decisions includes:
- Inspection of wind force and trajectory
- Evaluation of wave size and marine conditions
- Forecasts for visibility and precipitation levels
- Notifications and bulletins from the Coast Guard
- Final safety check by our professional captain
Decision Timeframe: Decisions regarding weather-based cancellations are made at most 4 hours before the scheduled departure.
Refunds in Medical Emergencies
Urgent Health Situations
We are sympathetic to the occurrence of medical crises. Qualifying for special consideration include:
- Unexpected sickness or harm necessitating hospital admission
- Passing of a close relative
- Compulsory military service or urgent orders
- Legal obligations such as jury service or subpoenas
- Catastrophic events affecting travel arrangements
Documentation for Emergency Refunds
For urgent refund requests, we need the following:
- Medical papers or documentation from the hospital
- Obituary notice (when relevant)
- Official documentation from the military
- Summons for court appearance or jury duty
- Governmental travel cautions or crisis declarations
Refund Processing: We handle emergency refund requests within 3-5 working days of receiving all necessary documentation.
Cancellations for Operational Reasons
Technical Difficulties
Should there be unsolvable mechanical problems with your designated vessel:
- Replacement Vessel: Efforts will be made to arrange a similar substitute
- Complete Refund: Offered if there is no acceptable replacement
- Partial Refund: In case the alternate boat has a different cost
- Consolation: Possible additional compensation for the inconvenience
Unavailability of Crew
In the unlikely event that the certified crew is not available:
- Efforts will be made to arrange a replacement crew when possible
- Complete refund should the rental be unable to proceed
- Opportunity to reschedule without extra charges
Refund Procedures
Reimbursement Methods
Refunds will be given through the original method used for the rental payment:
- Cards: Processed within 5-7 business days
- Wire Transfers: Processed within 7-10 business days
- Cash/Check: Processed within 3-5 business days
Handling Fees
Card Transaction Handling
A €50 fee applies to cancellations made over 72 hours before the charter
Processing for Wire Transfers
A €25 fee is applied to all wire transfer refunds
Handling for International Transactions
Additional charges may be incurred for cross-border transactions
Credits for Charter Services
Scenarios for Credit Issuance
In some instances, credits for future charter services may be provided instead of refunds:
- Late cancellations within 24 hours of the scheduled time
- Cancellations due to weather disruptions
- Voluntary requests to change the booking
- Service interruptions
Conditions for Credit
- Validity Term: Credits are valid for up to 12 months following their issue
- Transfer Restriction: Credits cannot be passed on to others
- Face Value: Equates to the entire value of the charter without deductions
- Application: May be used for any future charters that are available
- Non-extendable: Credits expire after one year with no exceptions
Reimbursements for Incomplete Services
Interruptions in Service
In case your charter experience gets disrupted or cut short due to reasons we control:
- Refunded amount based on the unutilized duration
- Credit equivalent to the future charter of the same value
- Gratuitous services or potential upgrades
Interruptions Related to Guests
If a rental ends prematurely due to actions or safety violations by guests:
- No reimbursement for the remaining time
- The full cost of the rental is still required
- Extra fees may be charged if applicable
Managing Disagreements
If you find yourself dissatisfied with a refund outcome, possible next steps include:
- Ask for a consideration by our supervisory team
- Supply extra evidence or documents
- Seek assistance from consumer advocate organizations
- Consider legal recourse as permissible by relevant laws
Initiating a Refund Request
Step 1: Reach Out
To request a refund, use the following methods:
- Email: [email protected]
- Phone: +49 40 99999 9999
- Visit us at our marina office
Step 2: Submit Necessary Information
Provide detailed information in your refund claim:
- Confirmation code of the booking
- Scheduled date and time of the charter
- Reason behind the cancellation
- Appropriate supporting evidence (if mandatory)
- Preferred method for the refund
Step 3: Evaluation and Processing
Our staff will acknowledge your submission within a day, assess it in accordance with our policy, determine the outcome within 48 hours, and adhere to the stated processing times for endorsed refunds.
Noteworthy Points
- All requests for refunds must be provided in a written form
- We process refunds in € notwithstanding the currency used for payment
- We highly encourage obtaining travel insurance
- We may change this policy with a 30-day notification
- Refunds are subject to prevailing taxes and regulatory stipulations
Contact Details
For inquiries on refunds or to proceed with a refund request, reach out to:
Refunds Department
LightUrbanSpace Marine Services Ltd.
Marina Point
Hamburg 20457
Germany
Phone: +49 40 99999 9999
Email: [email protected]
Office Hours: Monday–Friday, from 9:00 AM – 5:00 PM