Refund Policy

Transparent and just refund terms for your confidence

Overview

At ForestGlassWork, we recognize that plans can change, and are committed to ensuring our refund practices are clear and equitable. This document details the criteria upon which refunds are made for yacht charter services.

Before confirming a booking, please review this policy thoroughly. Your reservation of a charter with ForestGlassWork signifies your consent to these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete refund except for transaction fees

Processing Time: 5-7 business days

Processing Fee: £50 for credit card payments

Conditions: Must be called for in writing via email or phone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the overall cost of the charter

Processing Time: 7-10 business days

Processing Fee: £25 subtracted from the refund

Conditions: A valid reason is required; administrative expenses will be applied

Less than 24 Hours Before Charter

No Refund

Eligible for: No refund option available

Exception: Emergency cases might be considered for a refund

Alternative: An offer for charter credit could be available at the discretion of the management

Conditions: Emergency cases must be substantiated with documentation

Weather-Related Cancellations

Our Weather Guarantee

Your safety is our utmost concern. If we deem the weather conditions unsafe for sailing as confirmed by our certified captain, various options will be presented:

  • Full Refund: If rescheduling is unavailable, a full refund will be provided
  • Reschedule: Alter your booking to another date at no extra charge
  • Charter Credit: Get a charter credit valid for a year from the original date

Weather Assessment Process

We consider the following in our weather evaluation:

  • Analyses of wind speed and direction
  • Height of the waves and sea state conditions
  • Forecasts for visibility and precipitation
  • Advisories from the Coast Guard and any warnings
  • The captain's safety judgment

Decision Timeline: Weather cancellations are determined no later than 4 hours before the planned departure time.

Medical Emergency Refunds

Emergency Circumstances

Medical emergencies can arise unexpectedly. The following situations might warrant special consideration:

  • Sudden medical conditions or injuries requiring hospital care
  • A death within the immediate family
  • Urgent military duty or recall
  • Compulsory jury service or subpoena
  • Natural disasters impacting travel arrangements

Documentation Requirements

Emergency refunds necessitate submission of documents such as:

  • Proof from a medical institution or hospital
  • Death certificate, where relevant
  • Official military directives
  • Legal summons or required jury attendance proof
  • Travel warnings or declarations of emergency

Processing: Emergency refund claims are reviewed within a period of 3-5 working days after appropriate documents are received.

Operational Cancellations

Mechanical Failures

In the event of unsolvable technical issues with the designated vessel:

  • Alternative Vessel: A similar replacement vessel will be sought
  • Full Refund: If no adequate alternative can be found
  • Partial Refund: Adjustments may be made if there is a pricing difference with the alternative vessel
  • Compensation: Additional compensation for inconveniences might also be presented

Unavailability of Crew

On rare occasions when certified crew is not available:

  • Replacement crew will be contracted if feasible
  • A full refund is given if the charter cannot proceed
  • Rescheduling availability with no extra fees

Refund Processing

Form of Payment

Refunds are reversed to the payment method originally used when booking:

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

Processing Charges

Credit Card Transactions

£50 charge for cancellations beyond 72 hours prior

Refunds via Bank Transfer

£25 charge for all refunds made through bank transfers

Procedures for International Reimbursals

Extra charges may apply for reimbursements across international borders

Charter Credits

Credit Issuance Conditions

Under certain scenarios, instead of refunds, credits for charter services may be provided:

  • Late cancellations within less than one day's notice
  • Cancellations connected to adverse weather conditions
  • Voluntary changes to scheduling
  • Service disruptions

Credit Stipulations

  • Validity: Use within 12 months of issuance
  • Transferability: They are not to be transferred to other customers
  • Value: Corresponds to the full cost of the charter without fee deductions
  • Utility: Applicable towards any future charter option
  • Expiry: Use up within a year with no extension

Partial Service Refunds

Partial Service Problems

If your charter is interrupted or cut short for issues we oversee:

  • Refund calibrated to the unused time segment
  • Equivalent future charter credit
  • Free services or upgrades as a courtesy

Interruptions Caused by Guests

If an early end to the charter is necessitated by the guests or due to safety concerns:

  • No reimbursements for the remaining time
  • Full payment obligations still apply
  • Additional fees may be incurred

Dispute Resolution

In case of disagreement with a refund decision, the following steps can be taken:

  • Call for a secondary review from our management
  • Furnish supplementary documents or proof
  • Engage with consumer rights bodies
  • Utilize legal avenues according to law

Procedure for Refund Requests

Step 1: Initiating Contact

Present your request for a refund via:

Step 2: Submission of Information

Your request should include:

  • Confirmation code of the booking
  • Date and time of the charter
  • Cancellation justification
  • Any necessary documentation
  • Choice of refund method

Step 3: Assessment and Proceeding

Within a day of receipt, we will acknowledge your claim, evaluate it in relation to this policy, reach a verdict within two days, and adhere to indicated processing times for approved reimbursements.

Important Notices

  • Any request for refunds must be communicated in a written format
  • £ will be the currency for refund processing, regardless of the original currency used for payment
  • Purchasing travel insurance is highly advised
  • We reserve the right to modify this policy after providing 30 days' notice
  • Refunds will be subject to prevailing taxes and legal regulations

Contact Details

For queries on refunds or to put forward a request for refund:

Refunds Department
ForestGlassWork Marine Services Ltd.
Marine Drive
Southampton SO14 3TG
United Kingdom

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

Last Updated: August 12, 2027

We've crafted this refund policy to be equitable and comprehensible. We encourage a thorough review of these terms beforehand and invite your inquiries.