Refund Policy
Transparent and honest refund terms for your assurance
Overview
At CobaltPaperWing, we acknowledge that plans may change, and we're committed to having straightforward and transparent refund policies. This document specifies when refunds for yacht rental services can be given.
Please examine this policy thoroughly before confirming a booking. When you book a rental with CobaltPaperWing, you are affirming your consent to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Total refund except for service charges
Processing Time: 5-7 working days
Processing Fee: €50 for credit card payments
Conditions: Cancellation must be requested through written communication
24-72 Hours Before Charter
Eligible for: Half of the overall rental cost
Processing Time: 7-10 working days
Processing Fee: €25 subtracted from the reimbursement amount
Conditions: Valid grounds needed; administrative expenses apply
Less than 24 Hours Before Charter
Eligible for: No refund possible
Exception: Consideration for emergency circumstances
Alternative: Credit for future charter may be given at management discretion
Conditions: Proof required for emergencies
Weather-Related Cancellations
Our Weather Guarantee
We prioritize safety above all. If our certified captain considers the weather conditions to be unsafe for charter activities, we provide various options:
- Full Refund: If it's not possible to reschedule, a full refund is offered
- Reschedule: You may rebook for another available date at no extra cost
- Charter Credit: You're offered a voucher valid for one year from the initial charter date
Weather Assessment Process
Our assessment for weather conditions includes:
- Evaluating wind speed and direction
- Observing wave height and sea state
- Forecast of visibility and precipitation
- Advisories and warnings from the Coast Guard
- Safety determination by the professional captain
Decision Timeline: Decisions on weather-related cancellations are made at least 4 hours prior to the scheduled departure.
Medical Emergency Refunds
Emergency Circumstances
We recognize that unexpected medical emergencies can occur. Potential scenarios that may be considered for special refund processing include:
- Hospitalization due to sudden illness or accident
- Immediate family member's death
- Military call to duty or urgent redeployment
- Jury service or a legal summons
- Natural catastrophes influencing travel plans
Documentation Requirements
For emergency refund requests, please submit:
- Hospital records or a medical statement
- Certificate of death when relevant
- Government military orders
- Legal notifications for jury duty or subpoenas
- Emergency alerts or travel warnings
Processing: Emergency refund claims are processed within 3-5 business days once appropriate proof is provided.
Operational Cancellations
Mechanical Issues
If the yacht allocated to you experiences unsolvable mechanical issues:
- Alternate Vessel: We'll attempt to provide a similar alternative
- Full Refund: Should no alternative be accessible
- Partial Refund: If the substitute vessel is priced differently
- Compensation: We may offer further compensation for the trouble
Crew Unavailability
In the rare event that certified crew are unavailable:
- We'll endeavor to arrange a replacement crew when possible
- A full refund if the charter cannot proceed
- The option to reschedule without any extra charge
Refund Processing
Payment Method
Refunds are issued back to the initial form of payment:
- Credit Card payments: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash or Cheque transactions: 3-5 business days
Processing Fees
Credit Card Processing
A €50 cost for cancellations more than 72 hours before
Bank Transfer Processing
A €25 expense for all returned transactions via bank
International Processing
Extra fees may be charged for cross-border transactions
Charter Credits
When Credits Are Given
Credits for charters might be offered as a substitute for refunds in specific situations:
- Cancellations within less than 24 hours
- Cancellations due to weather
- Requests for voluntary rescheduling
- Disruptions to operations
Credit Terms
- Validity: Effective for 12 months from the date of issuance
- Transferability: Non-transferrable between individuals
- Amount: Equivalent to the full cost of the charter (exempt from service charges)
- Applicability: Usable on any available charter within the stipulated period
- Expiry: There are no extensions beyond the 12-month period
Partial Service Refunds
Disruptions During Service
If your charter is disrupted or cut short for reasons within our control:
- A refund calculated on the remaining time not used
- Vouchers for an equivalent value charter in the future
- Complimentary additional services or upgrades
Complications Caused by Guests
If a charter is ended earlier due to guests' behavior or safety violations:
- No reimbursement for time not utilized
- Total payment is still required
- Potential additional fines may be enforced
Dispute Resolution
If you are not in agreement with a decision made on a refund, you have the right to:
- Request an assessment by our leadership team
- Present more evidence or documentation
- Consult consumer protection entities
- Avail yourself of legal avenues as permitted by law
How to Apply for a Refund
Step 1: Get in Touch
Send your refund claim via:
- Email: [email protected]
- Phone: +377 93 10 20 30
- Directly at our marina headquarters
Step 2: Present Your Details
Your reimbursement application should include:
- Confirmation code of the booking
- Date and hour of the charter
- Reason behind the cancellation
- Supportive documents, where necessary
- Your preferred method of refund
Step 3: Evaluation and Implementation
Our team will acknowledge your application within a day, weigh it against our policy, and communicate a decision within two days. Any refunds that are sanctioned will be processed within the declared processing periods.
Essential Points
- All requests for refunds must be made in written form
- Refunds are transacted in €, no matter the currency used initially
- We highly recommend purchasing travel insurance
- This guideline may be revised, given a 30-day notice
- Reimbursements are subjected to relevant taxes and laws
Contact Information
For more details regarding refunds or to submit a demand for one:
Refund Department
CobaltPaperWing Marine Services Ltd.
Port de Monaco
Monaco 98000
Monaco
Phone: +377 93 10 20 30
Email: [email protected]
Working hours: Monday–Friday, from 9:00 AM to 5:00 PM