Refund Policy

Transparent and straightforward refund guidelines for your assurance

Overview

At DriftwoodStudio, we recognize that situations may evolve, and we're committed to providing clear and honest refund arrangements. This document specifies the circumstances in which refunds might be granted for yacht charter services.

Examine this policy attentively before reserving. When you arrange a charter with DriftwoodStudio, you confirm your acceptance of these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Prior to Charter

100% Refund

Qualifies for: Full reimbursement excluding service charges

Refund Period: 5-7 working days

Service Charge: €50 for card payments

Criteria: Must be requested formally via electronic mail or telephone

24-72 Hours Prior to Charter

50% Refund

Qualifies for: Half the total cost of the charter

Refund Period: 7-10 working days

Service Charge: €25 subtracted from the reimbursement

Criteria: A legitimate explanation is required; administrative fees are applicable

Less than 24 Hours Prior to Charter

No Refund

Qualifies for: No refund possibility

Exception: Cases of emergency can be taken into account

Alternative Option: Charter credit might be provided at the discretion of the management

Criteria: Documentation is required for emergency situation claims

Weather-Related Cancellations

Our Commitment to Weather Safety

Our primary concern is safety. If the weather is deemed not safe for charter operations by our certified captain, we provide flexible alternatives:

  • Complete Refund: 100% refund if rescheduling is unattainable
  • Rescheduling: Change your charter to another available date without extra fees
  • Charter Credit: Issue of credit valid for one year from the original charter date

Weather Evaluation Procedure

Our analysis of the weather includes:

  • Evaluation of wind conditions
  • Sea condition and swell size
  • Forecasts of visibility and rainfall
  • Maritime advisories from official sources
  • Our captain's professional judgement regarding safety

Timeline for Decision: Decisions regarding weather cancellations are made at the latest 4 hours before the scheduled departure time.

Medical Emergency Refunds

Criteria for Emergency Consideration

Certain medical emergencies may be eligible for special consideration under our refund policy:

  • Unanticipated illness or injury that requires hospital admission
  • Passing of a family member
  • Sudden military deployment or recall
  • Summon to jury duty or a legal subpoena
  • Travel-disrupting natural events

Documentation for Emergency Refunds

To process a refund request due to an emergency, provide the following:

  • Medical records or hospital documents
  • Death notification, if relevant
  • Formal military orders
  • Legal summons or notice of jury service
  • Official travel warnings or declarations caused by emergencies

Procedure: Refunds due to emergencies will be processed within 3-5 business days after we receive the necessary proofs.

Operational Cancellations

Technical Failures

If the yacht you reserved encounters a technical failure that can't be fixed timely:

  • Replacement Vessel: We'll try to offer a yacht of similar standing
  • Full Refund: Granted when no suitable replacement is available
  • Partial Refund: If the alternate yacht has a different rate
  • Compensation: We might provide further compensation for the trouble caused

No Crew Available

In the rare case where no certified crew is available:

  • An attempt will be made to secure substitute crew members
  • Complete refund if the charter is unable to proceed
  • Opportunity to reschedule without extra charges

Refund Processing

Repayment Methods

Reimbursements are returned through the original method used for the payment:

  • Credit Cards: Approximately 5-7 business days
  • Bank Transfers: Roughly 7-10 business days
  • Cash/Check: Typically within 3-5 business days

Fees for Processing

Transactions via Cards

€50 fee for cancellations occurring more than 72 hours ahead

Bank Transfer Fees

€25 fee for any refunds via bank transfers

Processing Across Borders

Extra fees might be charged for international transactions

Charter Credits

Issuance of Credits

In certain cases, charter credits may be provided instead of cash refunds:

  • Last-minute cancellations (within less than 24 hours)
  • Cancellations due to weather
  • Requests to reschedule made voluntarily
  • Disturbances in operations

Conditions of Credit

  • Validity: Active for a full year post-issue
  • Transferability: Credits cannot be transferred to others
  • Value: Covers the entire charter rate (no reduction for processing fees)
  • Use: Applicable towards any charter that's available
  • Expiration: Credits expire after one year without possibility of extension

Refunds for Interrupted Services

Interruptions from Our Side

Should your charter experience interruptions or be shortened for reasons within our control:

  • Refund on a proportionate basis according to the non-used portion of the service
  • Credit equal to the value of the unused service for future charters
  • Complimentary services or potential upgrades

Issues Caused by Guests

Should a charter be terminated early due to the conduct of guests or breach of safety regulations:

  • No return of funds for the unused duration of the charter
  • Full charter cost remains payable
  • Possible additional fees

Disagreeing with a Refund Decision

If you're unsatisfied with a refund outcome, you have the right to:

  • Call for a managerial review
  • Submit further proof or clarification
  • Look for a solution through consumer advocacy groups
  • Pursue any available legal options according to the law

Instructions for Refund Requests

Initial Step: Reach Out to Us

Make your reimbursement application through:

Second Step: Supply Details

For your application, include:

  • Reference number of the reservation
  • Scheduled date and time of the charter
  • Motivation behind cancellation
  • Associated documentation (if needed)
  • Desired method for refund

Third Step: Evaluation and Execution

Our team will verify receipt of your claim within 24 hours, assess it in accordance with our policies, communicate a resolution within 48 hours, and execute approved refunds in the specified timeframes.

Additional Information

  • All applications for refunds must be made through written communication
  • Refunds are issued in €, to be consistent with the initial payment currency
  • We highly advise getting travel insurance
  • Our policies may be revised with notice of 30 days
  • Refunds will be subject to relevant taxes and legal conditions

Reaching Us for Refunds

For queries on refunds or to begin a refund process, contact:

Department of Refunds
DriftwoodStudio Marine Services Ltd.
Harbour Promenade
Hamburg 20457
Germany

Telephone: +49 40 4280
Email: [email protected]
Availability: Monday through Friday, from 9:00 AM to 5:00 PM

Last Update: September 21, 2025

This refund protocol is meant to be clear and equitable. We recommend that you examine these conditions attentively prior to booking and don't hesitate to reach out to us for any inquiries.