Refund Policy
Transparent and equitable refund terms for your assurance
Introduction
At LevelPlayingHub, we recognize that plans may alter, and we commitment to providing straightforward and transparent refund regulations. This document delineates the criteria under which refunds are granted for yacht charter services.
It’s important to familiarize yourself with this policy before booking a charter. When you book a charter with LevelPlayingHub, you are confirming your agreement to these refund terms.
Standard Cancellation and Refund Guidelines
More than 72 Hours Prior to Charter Start
Eligible for: Complete refund excluding service charges
Refund Timeframe: 5-7 business days
Service Charge: €50 for credit card processing
Prerequisites: Refund requests must be submitted through email or telephone
24-72 Hours Before the Start of the Charter
Eligible for: Half of the total charter cost
Refund Timeframe: 7-10 business days
Service Charge: €25 subtracted from the refund amount
Prerequisites: A justified reason is required; administrative costs are incurred
Less than 24 Hours Prior to Charter
Eligible for: Refunds are not available
Exception: Exceptional scenarios may be taken into account
Alternative Option: A charter credit might be extended at the discretion of the management
Prerequisites: Documents are necessary for emergency cases
Cancellations Due to Weather
Our Commitment to Safety
Your safety is our priority. If charter operations are deemed unsafe due to weather by our accredited captain, we offer the following alternatives:
- Complete Refund: Issued if rescheduling the charter is not feasible
- Rescheduling: Shift your booking to an upcoming date at no extra cost
- Charter Credit: A credit valid for one year from the initial charter date
Weather Evaluation Procedure
We perform the following checks to evaluate weather conditions:
- Analysis of wind speed and direction
- Assessment of wave size and sea status
- Visibility and rain forecasts
- Advisories and cautions from the Coast Guard
- Captain's expert safety assessment
Decision Timing: Weather-related cancellation decisions are communicated at least 4 hours before the planned departure.
Refunds for Medical Emergencies
Qualifying Cases
We understand that unforeseen medical emergencies can arise. Potential cases for special consideration include:
- Sudden medical events or injuries that necessitate hospital care
- Death within the immediate family
- Unexpected military duty or urgent recalls
- Legal obligations such as jury service or subpoenas
- Natural catastrophes impeding travel
Necessary Proof
For handling emergency refund requests, supply the following documents:
- A doctor's note or hospital records
- Death certificate when relevant
- Formal military instructions
- Judicial summons or jury duty order
- Emergency bulletins or declarations impeding travel
Handling Period: Emergency refunds are facilitated within 3-5 working days once appropriate proof is received.
Cancellations Arising From Operational Issues
Technical Difficulties
In the event that your assigned yacht encounters unfixable technical issues:
- Replacement Vessel: We will attempt to arrange a similar alternative
- Complete Refund: Offered if no suitable replacement is found
- Partial Refund: Given if the alternate yacht has a different fee structure
- Extra Compensation: Additional recompense may be considered due to the inconvenience
Unavailable Crew
If in rare cases a certified crew cannot be provided:
- A substitute crew will be sought where possible
- Complete refund if the charter cannot occur
- Opportunity to reschedule without additional costs
Procedure for Refund Processing
Mode of Reimbursement
Refunds are credited back to the original mode of payment used during booking:
- Credit Cards: Within 5-7 business days
- Bank Transfers: Within 7-10 business days
- Cash/Cheque: Within 3-5 business days
Transaction Charges
Credit Card Transactions
A €50 fee applies to cancellations with over 72-hour notice
Processing for Bank Transfers
A €25 fee applies to all bank transfer refunds
Charges for International Transactions
Extra charges may be applied for refunds across borders
Charter Credits
Situations for Credit Issuance
At certain times, charter credits can be provided instead of a refund:
- Last-minute cancellations (less than 24 hours notice)
- Charter cancellations due to adverse weather
- Voluntary changes in booking
- Unforeseen service interruptions
Details of Credits
- Validity Period: 12 months from the date of issue
- Transfer is Restricted: Credits cannot be transferred to others
- Value: The entire value of the charter (without service fees)
- Application: Redeemable on any upcoming charter
- Expiry: No extensions past the 12-month period
Partial Refunds for Incomplete Services
Service Disruptions
If your yacht charter is interrupted or cut short for reasons we're responsible for:
- A proportional refund based on the unutilized duration
- Credit equivalent to a future charter of matching value
- Complimentary upgrades or services
Interruptions Caused by Guests
Should the yacht charter conclude prematurely due to actions of the guests or violations of safety guidelines:
- No reimbursement for the remaining time
- The full amount is still payable
- Potential additional fees
Resolution of Disputes
In case of disagreement with a refund decision, you may opt to:
- Ask for a reassessment by our management
- Submit further documents or proof
- Seek mediation through consumer rights organizations
- Pursue legal action according to the relevant laws
Refund Application Steps
Initial Step: Reach Out
Send in your refund request through:
- Email: [email protected]
- Phone: +49 40 99999 8888
- Directly at our office within the marina premises
Next Step: Present Details
Provide these details in your application:
- Confirmation code for your booking
- Date and time of the yacht charter
- Reason for the cancellation
- Any supporting papers, if necessary
- Your preferred method for receiving the refund
Final Step: Evaluation and Execution
We will send an initial response to your submission within a day, evaluate it against this policy, deliver a verdict within 48 hours, and if approved, proceed with the refund based on the timelines specified.
Crucial Reminders
- All refund applications must be presented in written form
- Regardless of the currency used for payment, refunds will be processed in €
- We strongly advise obtaining travel insurance
- This policy is amendable given 30 days of notification
- Refunds are subject to applicable fiscal laws and norms
Contact Details for Refunds
To inquire about refunds or to submit an application for one:
Refunds Division
LevelPlayingHub Marine Services Ltd.
Marina Point
Hamburg 20457
Germany
Phone: +49 40 99999 8888
Email: [email protected]
Working Hours: Monday to Friday, from 9 AM until 5 PM