Refund Policy

Clear and fair refund conditions for your peace of mind

Overview

At StoneBridgeWorks, we understand that situations may change and are committed to providing transparent and equitable refund policies. This policy provides the guidelines under which refunds can be made for services related to yacht chartering.

Please review this policy thoroughly prior to booking. Your reservation with StoneBridgeWorks constitutes acceptance of these refund terms.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Full reimbursement except for service charges

Processing Time: 5-7 business days

Service Fee: £50 for transactions via credit card

Conditions: Must be made officially through email or telephone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total cost

Processing Time: 7-10 business days

Service Fee: £25 deducted from the refund

Conditions: Cancellation reasons required; handling costs will incur

Less than 24 Hours Before Charter

No Refund

Eligible for: No refund will be provided

Exception: Consideration for emergency situations

Alternative: A charter credit might be given at the discretion of the management

Conditions: Proof required for claims due to emergencies

Weather-Related Cancellations

Our Weather Guarantee

Safety remains our chief concern. Should the weather be considered hazardous for sailing by our skilled captain, you will be provided with accommodating alternatives:

  • Full Refund: If no rescheduling is feasible, a complete refund is given
  • Reschedule: Adjust your booking to an upcoming date without extra charges
  • Charter Credit: A voucher valid for one year from the initial charter date

Weather Assessment Process

Assessments of weather include:

  • Evaluation of wind speed and patterns
  • Surveillance of wave scale and sea status
  • Prediction of visibility and rainfall
  • Marine warnings and advisories issued by authorities
  • Expert captain's judgement on navigational safety

Decision Timeline: Determinations regarding weather cancellations are made not later than 4 hours before the charter.

Medical Emergency Refunds

Emergency Situations

We recognize that health-related emergencies may arise. The following instances might qualify for special accommodations:

  • Unforeseen disease or injury necessitating hospitalization
  • Deceased kin
  • Sudden military requisition or deployment
  • Legal obligations such as jury service or subpoenas
  • Natural crises impeding travel

Documentary Evidence

To handle requests for refunds due to emergencies, please supply:

  • Verification from medical institutions or certificates
  • Documentation confirming a death (if relevant)
  • Official military instruction
  • Legal notices for jury duty or court appearances
  • Travel alerts or declarations of emergencies

Processing: Refunds pertaining to emergencies are attended to within 3-5 business days once proper proof has been received.

Operational Cancellations

Technical Faults

If your designated vessel is out of action due to mechanical issues that are unsolvable:

  • Alternate Vessel: We will make an attempt to provide an equivalent substitute
  • Full Refund: Provided if an appropriate alternative is not available
  • Partial Refund: If the replacement vessel varies in price
  • Compensation: Further recompense may be granted due to inconvenience

Crew Challenges

In infrequent events where our certified crew is not available:

  • We will try to arrange a substitute crew when feasible
  • Complete refund if the charter cannot take place
  • Rescheduling with zero extra cost

Refund Processing

Payment Methods

Reimbursements are returned via the original payment method used during booking:

  • Credit Cards: 5-7 business days
  • Bank Transfers: 7-10 business days
  • Cash/Cheque: 3-5 business days

Processing Charges

For Credit Card Transactions

£50 charge for cancellations with a notice period beyond 72 hours

For Bank Transfer Refunds

£25 is charged for all bank transfer reimbursements

International Procedures

Extra charges might be applied for transactions crossing national borders

Charter Credits

Instances for Issuing Credits

Credits for charters may be given as an alternative to monetary refunds under certain situations:

  • Cancellations made late (within 24 hours of the charter)
  • Cancellations due to weather
  • Voluntary changes in booking dates
  • Unforeseen operational disruptions

Credit Conditions

  • Validity Period: Credits are valid for a year from the date of issue
  • Transferability: Cannot be switched to others
  • Monetary Value: Corresponds to the entire value of the charter without deductions for fees
  • Usage: Applicable to any charter dates that are open for booking
  • Expiry: Not extendable beyond the standard 12 months

Partial Service Reimbursements

Service Disruptions

If your yacht trip is hampered or cut short due to preventable causes within our oversight:

  • Proportional repayment based on the unused segment
  • Voucher for an equivalent future charter
  • Complementary offerings or upgrades

Guests' Liability

In the event the charter is brought to an abrupt end due to misconduct by guests or breaches of safety guidelines:

  • No reimbursement for the remaining tenure
  • Total fees remain chargeable
  • Possibility of incurring supplementary costs

Settling Disputes

In the case that you are unsatisfied with a resolution regarding your refund, you may:

  • Appeal for an evaluation by our supervisory corps
  • Present added justification or evidence
  • Seek a settlement through consumer rights organizations
  • Engage in legal proceedings as per relevant laws

How to File for a Reimbursement

Initial Step: Reach Out

To place a reimbursement claim, please contact us via:

Secondary Step: Submit Information

Provide the subsequent details in your application:

  • Official booking reference
  • Scheduled date and time of the charter
  • Motive for revocation
  • Supportive documents (where necessary)
  • Preference for the refund process

Final Step: Evaluation and Completion

Our staff will acknowledge receipt of your request within a day, appraise it according to this outlined policy, and return a verdict within two days. Approved refunds are then processed according to the timelines mentioned earlier.

Vital Bulletins

  • All requests for reimbursement must be documented in writing
  • Refunds will be issued in £, regardless of the currency initially used for payment
  • We strongly advise acquiring travel insurance
  • This document may be modified given a notice period of 30 days
  • Reimbursements are subject to the pertinent taxes and legal directives

Contact Details

Should you have enquiries regarding refunds or wish to submit a claim:

Refunds Department
StoneBridgeWorks Marine Services Ltd.
Marina Point
Southampton SO14 3TG
United Kingdom

Phone: +44 23 8000 1234
Email: [email protected]
Working Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Reviewed: September 21, 2025

This refund procedure aims to maintain fairness and clarity. We urge you to familiarize yourself with these conditions prior to booking and to reach out to us for any clarification.