Refund Policy
Transparent and straightforward refund terms for your confidence.
Overview
At SoftPaperTrail, we realize that plans might change, and we are committed to providing clear and honest refund guidelines. This document details the instances in which refunds might be granted for our yacht charter services.
It is crucial to familiarize yourself with this policy before confirming a reservation. By reserving a charter with SoftPaperTrail, you are affirming your acceptance of these refund terms.
Standard Cancellation and Refund Schedule
More than 72 Hours Prior to Charter
Subject to: Full refund except processing charges
Timeframe for Processing: 5-7 business days
Processing Fee: €50 for card transactions
Requirements: Must be requested via written communication such as email or over the phone
24-72 Hours Before Charter
Subject to: Refunding of half the total charter fee
Timeframe for Processing: 7-10 business days
Processing Fee: €25 deducted from the refund amount
Requirements: A valid cause is needed; administrative costs will be applied
Less than 24 Hours Prior to Charter
Subject to: No refunds available
Exception: Situations of emergency might be taken into consideration
Alternative: Charter credit may be granted at the discretion of the management
Requirements: Emergency incidents require evidence for claims
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our utmost concern. If charter operations are considered unsafe due to weather conditions by our licensed captain, we provide alternate choices:
- Full Refund: Issued if rescheduling isn't feasible
- Reschedule: Shift your charter to an alternate date with no added fee
- Charter Credit: A credit good for one year from the original charter date
Weather Assessment Process
We conduct a comprehensive weather analysis that includes:
- Evaluating wind direction and speed
- Assessing wave size and ocean conditions
- Forecasting visibility and chance of precipitation
- Noting advisories and alerts from the Coast Guard
- Reviewing safety considerations from the professional captain
Decision Timeframe: Determinations regarding weather cancellations are made at least 4 hours ahead of the planned departure time.
Medical Emergency Refunds
Urgent Conditions
We appreciate that medical urgencies can happen. The following are scenarios that could be eligible for special refund consideration:
- Sudden sickness or injury leading to hospital care
- A death of an immediate family member
- Military orders or urgent deployment
- Mandatory court attendance or jury duty
- Extreme natural events impeding travel
Evidence Required
To request a refund due to an emergency, please supply:
- Doctor's note or hospital papers
- Certified death notice when appropriate
- Verified military commands
- Jury notice or legal summons
- Emergency declarations or travel alerts
Procedure: Refunds concerning emergencies are addressed within 3-5 working days after we receive the necessary evidence.
Operational Cancellations
Mechanical Failures
If the vessel allocated to you suffers mechan ical issues that cannot be resolved promptly:
- Alternate Vessel: An attempt to furnish a comparable replacement
- Full Refund: Provided if there's no fitting substitute
- Partial Refund: Offered if the alternative vessel is priced differently
- Additional Compensations: Might be extended for the inconvenience
Crew Unavailability
In unusual situations when a certified crew cannot be provided:
- An alternate crew will be provided if possible
- Complete refund if the charter is unable to proceed
- Opportunity to reschedule with no additional costs
Refund Procedures
Method of Reimbursement
Funds are reimbursed via the original method employed for payment:
- Cards: Within 5-7 business days
- Direct Bank Transfers: Within 7-10 business days
- Cash/Cheque: Within 3-5 business days
Fees for Processing
Card Transaction Handling
€50 fee for termination more than 72 hours ahead
Bank Transfer Handling
€25 fee for all reimbursements via bank transfer
International Transactions
Extra fees may apply to cross-border transactions
Charter Credits
Instances Offering Credits
Charter credits may be given as an alternative to reimbursements in particular situations:
- For late cancellations (under 24 hours ahead)
- If weather causes a cancellation
- For voluntary requests to reschedule
- During operational disturbances
Terms for Credits
- Validity Period: 12 months from the issuance date
- Transferable: Credits are not transferable between individuals
- Value: Equivalent to the full charter amount (no fees deducted)
- Application: Can be used on any available charter option
- Expiration: No extensions beyond the 12-month limit
Partial Service Refunds
Interruptions During Service
If your charter is disrupted or shortened due to factors within our control:
- Refund proportionate to the unused duration
- Credit equal to the value of the remaining charter service
- Complimentary offerings or upgrades may be provided
Interruptions Caused by Guests
In the event that a charter concludes earlier because of guest actions or breaches of safety:
- No reimbursement for the remaining time
- The entire fee must still be paid
- Potential additional charges
Addressing Disputes
If you contest a refund judgment, you are able to:
- Ask for a re-evaluation by our managerial team
- Submit any supplementary proof or records
- Seek an agreement through consumer protection bodies
- Pursue legal resolutions within the scope of relevant laws
Requesting a Refund
Step 1: Get in Touch
To begin your refund request, choose one of these options:
- Email: refunds@softpapertrail.rest
- Phone: +33 4 93 06 48 00
- Direct consultation at our local office
Step 2: Provide Required Information
Ensure to include the following details in your refund application:
- Confirmation number of your booking
- Date and time for which the charter was scheduled
- The reason for revoking your reservation
- Applicable forms of evidence (if appropriate)
- Your preferred route for the refund
Step 3: Evaluation and Processing
Our team will confirm receipt of your application within a day, evaluate it with reference to this policy, inform you of the decision in two days, and if approved, carry out the refund in the allocated timeframes.
Important Notices
- All requests for refunds must be made in written form
- Refund transactions are carried out in € irrespective of the initial payment currency
- It is highly advised to have travel insurance
- This policy is open to amendments with a 30-day notification period
- Any refunds will be handled according to the relevant taxes and regulations
Contact Information
For inquiries or to process a refund application, please reach out:
Refunds Department
SoftPaperTrail Marine Services Ltd.
Marina Point
Cannes 06400
France
Phone: +33 4 93 06 48 00
Email: refunds@softpapertrail.rest
Hours: Monday–Friday, 9:00 AM – 5:00 PM