Refund Policy
Transparent and straightforward refund policy for your comfort
Overview
At OakThreadLoom, we recognize that plans may change, and we are committed to providing clear and equitable refund policies. This document details the criteria under which refunds can be given for our yacht rental services.
It is important that you review this document thoroughly prior to booking. By confirming a rental with OakThreadLoom, you consent to and accept these terms for refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Rental
Qualification for: Entire refund excluding processing charges
Processing Duration: 5-7 business days
Transaction Fee: €50 for credit card payments
Requirements: Must be submitted formally through email or telephone
24-72 Hours Prior to Rental
Qualification for: Half of the rental total amount
Processing Duration: 7-10 business days
Transaction Fee: €25 subtracted from the reimbursement
Requirements: Valid reason needed; administrative costs are possible
Less than 24 Hours Before Rental
Qualification for: Refunds are not available
Exception: Consideration may be given for emergencies
Alternative: Rental credit might be proposed at management's discretion
Requirements: Necessary documentation for emergency cases
Weather-Related Cancellations
Our Commitment to Safety
Ensuring the security of our patrons is our utmost concern. If the weather conditions are judged to be hazardous for sailing by our certified skipper, we will propose the following flexible options:
- Complete Reimbursement: Given if shifting the schedule is not feasible
- Rescheduling: Move your rental to a subsequent available time slot with no extra charges
- Rental Credit: Obtain a voucher usable for one year from the original rental day
Weather Evaluation Procedure
Assessment of weather involves:
- Examination of wind force and patterns
- Evaluation of sea conditions and swell stature
- Predictions of visibility and rainfall
- Warnings from the Coast Guard
- Safety analysis by our expert skipper
Decision Timing: Decisions about weather cancellations are made no later than 4 hours prior to the departure time.
Refunds Due to Medical Emergencies
Unforeseen Conditions
Medical urgencies can arise unexpectedly. The scenarios below may be eligible for special consideration:
- Sudden illness or injury necessitating hospital admittance
- Passing of a close family member
- Mandatory military service or urgent recall
- Summons for jury service or a legal mandate
- Acts of nature impeding travel
Proof Requirements
The following documentation is required to process requests for emergency refunds:
- Medical attestation or hospital records
- Death notification (if relevant)
- Official military instruction
- Legal summons or notice of jury duty
- Alerts for travel or declarations of an emergency
Processing: Emergency reimbursements are managed within 3-5 business days after we receive all necessary documentation.
Cancellations on Operational Grounds
Vessel Malfunction
If the yacht allocated to you faces unrecoverable mechanical difficulties:
- Alternate Yacht: We will work to supply an equivalent substitute vessel
- Full Reimbursement: Provided if there is no suitable replacement
- Partial Reimbursement: Given if the alternate yacht has a different fee structure
- Compensation: Additional recompense may be considered for the inconvenience experienced
Lack of Available Crew
In rare instances of certified crew unavailability:
- Substitute crew will be sourced, if feasible
- Complete reimbursement if the rental cannot proceed
- Option to reschedule with no additional expense
Reimbursement Methodology
Method of Payment Repayment
Refunds are issued through the same channel that was utilized for the initial booking:
- Credit Cards: Completion in 5-7 business days
- Direct Bank Deposits: Completion in 7-10 business days
- Cash or Check: Completion in 3-5 business days
Processing Charges
Credit Card Operations
A €50 fee for termination requests made over 72 hours in advance
Bank Transfer Operations
A €25 fee is applicable for all bank payment reimbursements
Processing for International Payments
Extra charges might be incurred for transactions across national borders
Rental Credits
Scenarios for Credit Issuance
Rental credits may be proposed as a substitute for refunds in specific cases:
- Late cancellation instances (under 24 hours)
- If the cancellation is due to weather conditions
- Voluntary alterations to the rental schedule
- Disruptions due to operational factors
Conditions for Credits
- Duration: Valid for one year from the date of issue
- Transfer Rules: Credits cannot be transferred to others
- Value: Reflects the full rental amount without deductions for transaction fees
- Application: May be used for any open rental slots
- Expiry Date: Credits must be used within 12 months and cannot be extended
Refunds for Partial Rentals
Disruptions in Service
If your time on the yacht is interrupted or cut short by events within our purview:
- Refunds adjusted for the time not utilized
- Issuance of a rental voucher equivalent in value for future use
- Courtesy services or possible upgrades
Interruptions Stemming from Guests
If a rental is prematurely terminated due to the actions or safety infractions by guests:
- No reimbursement for the remaining time
- Total payment is still due
- Potential for extra charges
Resolving Disputes
If a decision on a refund is not to your satisfaction, you have the option to:
- Request an examination by our management personnel
- Submit further evidence or records
- Engage with consumer rights agencies for a solution
- Explore legal channels per the laws in force
How to Submit a Refund Request
Step 1: Reach Out
Commence your refund application via:
- Email: [email protected]
- Phone: +49 40 4280
- In-person discussion at our waterfront office
Step 2: Submission of Particulars
Your application should include the details below:
- Confirmation code for the booking
- Details of the rental date and hour
- Cause for calling off the rental
- Any supportive documents (if pertinent)
- Preference for the method of reimbursement
Step 3: Assessment and Completion
Our staff will acknowledge your appeal within a day, compare it against our policy, make a verdict within two days, and fulfill eligible refunds as per the specified periods.
Essential Remarks
- All applications for refunds must be made in writing
- Reimbursements are given in € irrespective of the currency used for payment
- Purchase of travel insurance is highly encouraged
- This document is prone to alterations with a notice period of 30 days
- Refunds are inclusive of relevant taxes and legal stipulations
Contact Details for Refunds
For inquiries on refunds or to initiate a request, contact:
Department for Refunds
OakThreadLoom Marine Services Ltd.
Marina Point
Hamburg 20459
Germany
Telephone: +49 40 4280
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM