1. Purpose of this policy
This Refund Policy explains the general approach to cancellations, changes and refund requests connected with yacht charter services described on this website. It does not replace the cancellation and payment conditions provided for a particular confirmed booking. Those booking-specific terms should be reviewed before the booking is completed because timing, committed costs and service details can affect the outcome of a cancellation request.
Submitting an enquiry does not by itself create a paid booking and therefore does not, by itself, create a payment to refund.
2. Customer cancellations
If a customer needs to cancel a confirmed booking, the request should be made using the contact details supplied with the booking or those published on this website. The amount, if any, that can be refunded depends on the applicable booking terms, how close the cancellation is to the service date, whether costs have already been committed, and any rights that apply by law.
The website does not publish a single universal percentage because the correct treatment must follow the terms actually accepted for the relevant charter.
3. Changes requested by a customer
A request to change a date, group detail, route preference or other booking element is considered subject to availability and the practical impact of the requested change. If a change alters the service or creates additional cost, updated terms or pricing may need to be confirmed before the change is accepted.
Where a requested change cannot be accommodated, the original booking terms continue to determine the position unless another arrangement is agreed.
4. Cancellation or material change by the operator
If a confirmed service cannot proceed or must be materially changed by the operator, the available options are assessed under the booking terms and applicable law. Depending on the circumstances, this may involve an alternative arrangement, a change of date, a revised service or a refund where required. The appropriate solution depends on why the change occurred and what part of the agreed service can still be delivered.
Any statutory rights that apply remain unaffected by this policy.
5. Weather and safe operation
Weather and marine conditions can require a route or timing to change without making the entire service impossible. A safe and reasonable route adjustment is therefore not automatically the same as a cancellation. Where conditions make the confirmed service unable to proceed, the booking terms and the circumstances of the cancellation determine the available options.
Decisions taken for safe navigation, legal compliance or harbour restrictions may need to be made close to departure because marine conditions can change.
6. Deposits, balances and committed costs
Any deposit, balance or other payment requirement is governed by the terms provided for the individual booking. A refund assessment may need to take account of amounts already committed to the confirmed service where the booking terms and applicable law permit that treatment. The relevant payment record and booking confirmation should therefore be kept until the service and any related query are complete.
This policy does not create a new charge, fee or deduction that was not part of the applicable contractual or legal position.
7. How refunds are handled
Where a refund is due, the method and practical handling are communicated in connection with the relevant request. The time required can depend on the payment method, financial institution and any information reasonably needed to verify the transaction. No fixed processing period is stated here because the actual method used for a booking may differ.
If only part of a service is affected, the appropriate remedy depends on the nature of the issue, what was delivered and the rights and terms that apply.
8. How to raise a request
A cancellation, change or refund request should identify the booking concerned and explain what is being requested so that the relevant terms and payment record can be reviewed. Do not send unnecessary payment-card information by ordinary message.
Requests can be raised using tel: +44 124 1836561 or e-mail: [email protected]. Operator details: Name Whitstable Yacht Club; Address Sea Wall Whitstable Kent CT5 1BX; VAT registration number GB 201640519; Registration date 12 May 2016.