Refund Policy
Transparent and equitable refund terms to ensure your satisfaction
Overview
At UrbanSeedLab, we acknowledge that plans can change, and are committed to establishing straightforward and clear refund procedures. These conditions explain when refunds are granted for our yacht chartering services.
Before confirming your reservation, please examine these terms thoroughly. By reserving a yacht with UrbanSeedLab, you admit to having understood and accepted these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full reimbursement excluding processing charges
Processing Time: 5-7 working days
Processing Fee: €50 on credit card operations
Conditions: Needs to be demanded in writing by email or telephone
24-72 Hours Before Charter
Eligible for: Half of the whole charter cost
Processing Time: 7-10 working days
Processing Fee: €25 removed from the reimbursement
Conditions: A valid justification is mandatory; admin costs may be incurred
Less than 24 Hours Before Charter
Eligible for: No refund is provided
Exception: Emergency situations may be considered
Alternative: An allowance in credit for chartering may be granted at the discretion of the management
Conditions: Proof is required for emergency circumstances
Weather-Related Cancellations
Our Weather Guarantee
The safety of our guests is paramount. Should the conditions of the weather be considered unsafe for our sailing activities by our certified captain, we provide flexible alternatives:
- Full Refund: A complete refund if rescheduling is unattainable
- Reschedule: Transfer your booking to another available day at no additional expense
- Charter Credit: A voucher valid for one year from the initial charter date
Weather Assessment Process
Our weather review includes:
- Analysis of wind velocity and trajectory
- Assessment of wave magnitude and marine conditions
- Forecasts of visibility and precipitation
- Maritime advisories and alerts
- Captain's evaluation of nautical safety
Decision Timeline: Decisions regarding weather-induced cancellations are finalized no later than four hours prior to the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We recognize that unforeseen medical circumstances can develop. The subsequent contexts might qualify for an exclusive consideration:
- Unanticipated maladies or injuries demanding hospital admission
- Loss within the immediate kin
- Unpredicted military summons or mandates
- Legal jury obligations or subpoenas
- Natural calamity impacting travel
Documentation Requirements
For processing requests of emergency refunds, the following documentation is needed:
- Health certification or hospital reports
- Documentation of death (if pertinent)
- Authorized military commands
- Legal notices or jury duty documents
- Emergency notifications or declarations affecting journeys
Processing: Refunds due to emergencies are completed within 3-5 working days after the presentation of the necessary documents.
Operational Cancellations
Mechanical Issues
If your designated watercraft suffers from mechanical issues that remain unresolved:
- Alternative Vessel: We shall try to offer a vessel of similar standing
- Full Refund: In case no appropriate replacement is available
- Partial Refund: In case the substitute vessel varies in price
- Compensation: Added compensation can be provided for any inconvenience
Crew Unavailability
In the event that the certified crew is unforeseeably unavailable:
- Substitute crew will be arranged if possible
- A full refund if the charter cannot proceed
- Option to reschedule without any additional fees
Refund Processing
Payment Method
Reimbursements are processed through the same method of payment initially utilized for the booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
€50 fee for voiding a booking more than 72 hours prior
Bank Transfer Processing
€25 fee for all reimbursements made via bank transfers
International Processing
Additional charges may incur for internationally conducted transactions
Charter Credits
When Credits Are Offered
In certain scenarios, credits for chartering might be given instead of refunds:
- Late withdrawal (less than 24 hours ahead)
- Cancellations due to weather
- Voluntary rescheduling inquiries
- Operational hindrances
Credit Terms
- Validity: One year from the date of issuing
- Transferability: Credits are not exchangeable
- Value: Equal to the full charter expenditure (excluding processing fees)
- Usage: Credits may be applied towards any available yachting dates
- Expiration: Credits will not be extended past 12 months
Partial Service Refunds
Service Interruptions
Should your yachting experience be interrupted or shortened due to our operational reasons:
- Proportional refund for the portion of the service not used
- Credit equal to the disrupted service for future usage
- Complimentary offers or upgrades
Guest-Related Interruptions
If an excursion is halted in advance due to the conduct of participants or safety breaches:
- No reimbursement for unused services
- Full charge remains payable
- Potential extra fees may be applicable
Dispute Resolution
If the refund decision is objectionable to you, options include:
- Requesting a re-evaluation by our management
- Submission of supplementary documents or clarification
- Seeking out consumer protection entities
- Exploring legal options under relevant legislation
How to Request a Refund
Step 1: Contact Us
To initiate a refund appeal, contact us through:
- Email: [email protected]
- Phone: +377 93 10 63 00
- Visit us at our waterfront office in person
Step 2: Provide Information
Your refund claim should contain:
- Your confirmation code for booking
- Date and time of the chartered service
- Cancellation rationale
- Any pertinent supportive documents
- Preferred method for refund
Step 3: Review and Processing
We will acknowledge receipt of your request within a day, review it in line with this policy, and communicate our judgment within two days. Approved refunds will be processed within the specified durations.
Important Notes
- All applications for refunds must be composed and submitted in writing
- Refunds are issued in €, despite the original currency used for payment
- We highly suggest obtaining travel insurance
- This policy may be altered, with a 30-day notification period
- Reimbursements are subject to relevant taxes and regulations
Contact Information
For questions concerning refunds or to forward a refund request:
Refunds Department
UrbanSeedLab Marine Services Ltd.
Port de Monaco
Monaco 98000
Monaco
Phone: +377 93 10 63 00
Email: [email protected]
Business hours: Monday–Friday, 9:00 AM – 5:00 PM