Refund Policy

Transparent and equitable refund terms for your confidence

Introduction

At CloudberryLane, we recognize that plans can shift, and we're committed to ensuring our refund policies are straightforward and transparent. This document elucidates the guidelines for issuing refunds for our yacht rental services.

Before confirming a reservation, we request you review this policy thoroughly. By reserving a yacht with CloudberryLane, you are consenting to the refund conditions stipulated herein.

Refund and Cancellation Policy

72 Hours Prior to Charter

100% Refund

Entitled to: Full refund minus transaction fees

Refund Period: 5-7 working days

Transaction Fee: €50 for card payments

Requirements: Must be submitted in writing through email or telephone communication

Between 24 and 72 Hours Before Charter

50% Refund

Entitled to: Half of the total booking cost

Refund Period: 7-10 working days

Transaction Fee: €25 deducted from the refund amount

Requirements: Cancellation must have a legitimate cause; administrative costs incurred

Under 24 Hours Before Charter

No Refund

Entitled to: No reimbursement granted

Exemption: Consideration given to emergencies

Alternative: A voucher for future charters may be offered at the discretion of the company

Requirements: Documentation needed for emergency circumstances

Weather-Related Cancellation Conditions

Guaranteed Weather Policy

We prioritize your safety. If our certified captain deems the weather conditions unsafe for sailing, we provide flexible solutions:

  • Complete Refund: If unable to reschedule, a full reimbursement will be given
  • Rebooking: Reschedule the booking to a new date at no extra charge
  • Issuance of Credit: Offer credit valid for twelve months from the original date of the charter

Procedure for Weather Decisions

Our evaluation of the weather takes into account:

  • Examination of wind speed and direction
  • Assessment of wave conditions and sea state
  • Visibility forecasts and potential precipitation
  • Advisories and warnings from the Coast Guard
  • Our captain's professional judgment concerning safety on water

Notice Period: The final call on weather cancellations is made at least 4 hours before the planned departure.

Situations Eligible for Medical Emergency Refunds

Emergent Circumstances

We acknowledge that medical emergencies may arise. In such events, you might be eligible for special refund consideration:

  • Unexpected illness or injury necessitating hospital admission
  • Immediate family member's death
  • Unexpected military summons or deployment
  • Jury duty or a legal subpoena
  • Natural disasters impeding travel

Verification Requirements

To facilitate emergency refund requests, the following proofs are needed:

  • Medical documentation or hospital certificate
  • Obituary or death verification (if applicable)
  • Military deployment notices
  • Court notices including summons or jury duty mandates
  • Emergency declarations or travel warnings

Refund Duration: Upon providing the required documents, emergency refunds are handled within 3-5 working days.

Reimbursement Conditions for Operational Issues

Technical Failures

Should your assigned vessel encounter irreparable mechanical difficulties:

  • Alternate Offer: We aim to provide a substitute vessel
  • Complete Reimbursement: If no comparable alternative is available
  • Partial Reimbursement: Adjusted refund if substitution has different pricing
  • Additional Recompense: Further compensation for inconvenience may be given

Lack of Available Crew

In the unlikely event of crew unavailability:

  • A substitute crew will be organized if possible
  • Full reimbursement if the charter cannot occur
  • Opportunity to reschedule without incurring extra fees

Refund Transactions

Repayment Approach

All reimbursements are reverted to the initial payment method used for the reservation:

  • Credit Cards: Refunded in 5-7 working days
  • Wire Transfers: Refunded in 7-10 working days
  • Cash/Cheques: Refunded in 3-5 working days

Cancellation Charges

Card Transaction Fee

A €50 charge for cancellations made over 72 hours in advance

Wire Transfer Charges

A €25 fee applies to all wire transfer reimbursements

International Transaction Costs

Additional charges may be applicable for transactions abroad

Policies for Charter Credits

In What Situations Credits are Issued

In specific scenarios, charter credits can be extended as an alternative to refunds:

  • Last-minute cancellations within 24 hours
  • Cancellations due to weather conditions
  • Voluntary changes requested by the customer
  • Interruptions caused by operational factors

Stipulations of Charter Credits

  • Validity: Credits good for a year from the date of issue
  • Transfer Restrictions: Credits are not transferable
  • Worth: The full amount of the charter (excluding fees)
  • Use: Applicable to any upcoming charters
  • Expiry: Credits lapse after 12 months without extension

Compensation for Partial Service

Disruptions in Service

In the event that your charter is interrupted or cut short under our control:

  • A proportionate refund corresponding to the unused portion
  • Voucher equal to the disrupted service for future use
  • Complimentary services or bonuses

Disturbances Caused by Guests

Should a charter end prematurely due to the actions or safety infractions by guests:

  • No reimbursement for the remaining time
  • Full cost of booking remains applicable
  • Extra fees may be imposed

Resolving Refund Disagreements

If our refund decision does not align with your expectations, you have the following options:

  • Challenge the decision by seeking a review from our management
  • Offer extra evidence or documentation
  • Engage consumer protection bodies for an amicable solution
  • Exercise legal avenues as permitted by law

Refund Application Process

Initial Step: Reach Out

To begin your refund request:

Second Step: Submission of Details

Your request should include:

  • Reservation confirmation code
  • Details of the charter, including date and time
  • Cancellation rationale
  • Any associated paperwork (if appropriate)
  • Your refund preference

Final Step: Assessment and Finalization

Our team will acknowledge your submission within a day, assess it according to our policy, conclude within two days, and carry out approved refunds as per our timelines.

Key Points to Note

  • Refund applications must be made in writing
  • Irrespective of the initial payment currency, refunds are in €
  • Purchasing travel insurance is highly suggested
  • Policy amendments are communicated with a 30-day pre-notice
  • Refunds are subject to current tax laws and regulatory compliance

Getting in Touch

For inquiries or to file for a refund, please contact:

Refunds Department
CloudberryLane Marine Services Ltd.
Port Vell
Barcelona 08039
Spain

Phone: +34 932 23 45 70
Email: [email protected]
Office hours: Monday–Friday, 9:00 AM – 5:00 PM

Recently Modified: June 22, 2025

For clarity and fairness, we advocate for carefully examining these refund provisions before booking and reaching out to us with questions.