Refund Policy

Transparent and equitable refund terms to ensure your assurance

Overview

At CellFramePoint, we recognize that plans can change, and we are committed to establishing straightforward and explicit refund policies. This document indicates the circumstances in which yacht charter refunds are granted.

It is important to review this policy thoroughly prior to booking your charter. When you reserve a charter with CellFramePoint, you are acknowledging and consenting to these refund conditions.

Default Cancellation and Refund Timeline

More than 72 Hours Prior to Charter

100% Refund

Qualifies for: Complete refund excluding service charges

Refund Period: 5-7 working days

Service Charge: €50 for transactions via credit card

Prerequisites: Refund request must be made via email or telephone in written format

24-72 Hours Before Charter

50% Refund

Qualifies for: Half of the total charter price

Refund Period: 7-10 working days

Service Charge: €25 will be subtracted from the refund

Prerequisites: Cancellation must be based on a valid reason; administrative fees are applicable

Less than 24 Hours Before Charter

No Refund

Qualifies for: Not eligible for a refund

Exception: Consideration may be given under emergency situations

Alternative: A credit for a future charter may be granted at the discretion of management

Prerequisites: Proof is required for emergency situations

Cancellations Due to Weather

Our Commitment to Weather Safety

Our highest priority is safety. If the weather is considered hazardous for sailing by our certified captain, we provide adaptable solutions:

  • Full Refund: Issued when rescheduling is not feasible
  • Reschedule: Shift your charter to an alternative date without additional charges
  • Charter Credit: A voucher that's valid for one year from the date of the original charter

Process for Evaluating Weather

We consider several factors in our weather evaluation:

  • Assessment of wind conditions
  • Oceanic wave heights and sea status
  • Visibility and prediction of precipitation
  • Maritime advisories and cautions issued by authorities
  • Expert appraisal of safety by our captain

Decision Timeframe: Determinations regarding weather cancellations are made no later than 4 hours prior to the set departure time.

Refunds in Medical Emergencies

Qualifying Emergency Scenarios

We are empathetic to unforeseen medical emergencies. The events listed below may qualify for special considerations:

  • Unanticipated sickness or injury warranting hospital care
  • Immediate family member’s passing
  • Military duties or sudden recalls
  • Judicial duties or legal subpeonas
  • Natural catastrophes impacting travel possibilities

Necessary Proof for Emergencies

Documentation required to pursue emergency refunds includes:

  • Official medical statement or hospital reports
  • Death notification (where appropriate)
  • Military deployment orders
  • Juridicial summonses or notices for jury duty
  • Public notifications of travel impediments or emergencies

Processing Time: Emergency refund requests are dealt with within 3-5 business days following submission of adequate documentation.

Iffy Circumstances for Cancellation

Technical Difficulties

If the vessel selected for your use encounters irreparable mechanical failures:

  • Substitute Vessel: We will strive to provide an equivalent vessel
  • Full Refund: Provided when an appropriate substitute is unavailable
  • Proportional Refund: Offered when the alternative vessel is differently priced
  • Extra Compensation: May be available to compensate for the inconvenience

Inaccessibility of Crew

In the uncommon event of crew unavailability:

  • Replacement crew will be sought if possible
  • Complete refund if charter cannot proceed
  • Option to reschedule with no additional expense

Refund Mechanisms

Methods of Payment

Appropriated refunds will be returned through the initial payment method used during booking:

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

Processing Charges

Credit Card Transactions

€50 fee applies for cancellations made more than 72 hours ahead

Bank Transfer Transactions

There is a €25 fee for all refund transactions through bank transfers

International Transaction Charges

Extra fees might be incurred for international operations

Issuance of Charter Credits

Scenarios for Credit Issuance

In certain situations, rather than a refund, charter credit might be proposed:

  • Late cancelations within less than 24 hours' notice
  • Cancellations brought on by adverse weather
  • Requests made by clients to defer their charter
  • Interruptions due to operational challenges

Credit Specifications

  • Valid for: One year from the issuance date
  • Transfer Restrictions: Credits cannot be passed on to other individuals
  • Monetary Worth: Reflects the full value of the charter; exempt from processing fees
  • Utilization: Applicable towards any charter availability
  • Lifespan: Expired credits will not be extended beyond one year

Partial Refunds for Interrupted Services

Breaks in Service

In the event that your charter is hampered or cut short by a situation we control:

  • Refunds calculated in relation to unspent time
  • Credit equivalent to the remaining charter period
  • Complimentary services or enhancements may be offered

Interruptions Related to Guests

If a charter terminates prematurely due to guests’ behavior or breach of safety protocols:

  • No reimbursement for the unutilized timeframe
  • Full cost of the booking remains chargeable
  • Guests may be subject to further financial penalties

Settlement of Disputes

Should you contest a refund verdict, the following options are available:

  • Request a managerial judgment review
  • Submit further proof or clarification
  • Search for a resolution with consumer protection entities
  • Engage in available legal pathways as justified by the prevailing laws

Procedures to Request a Refund

Step 1: Initiate Contact

To request a refund, reach out through:

Step 2: Offer Detailed Information

Your request should contain the subsequent details:

  • Confirmation code for your reservation
  • Scheduled date and time for the charter
  • Cancellation justification
  • Related supporting papers (if needed)
  • Desired method of refund issuance

Step 3: Review and Execution

Our customer service team will acknowledge your request within a day, evaluate it against the outlined policy, decide within 48 hours, and process any authorized refunds according to the timeframes mentioned above.

Vital Annotations

  • All requests for refunds have to be in written form
  • Reimbursements will be made in €, irrespective of the original transaction currency
  • We strongly advocate the purchase of travel insurance
  • These policies are amenable to alterations with a month's notice
  • Refund amounts are inclusive of any pertinent taxes and regulations

Contact Data

For inquiries regarding refunds or to proceed with a refund appeal:

Refunds Department
CellFramePoint Marine Services Ltd.
Marina Point Quay
Hamburg 20459
Germany

Phone: +49 40 3119 0000
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Revision: August 21, 2026

This reimbursement policy is fashioned to be equitable and transparent. We encourage you closely examine these stipulations prior to booking and to reach out should you have inquiries.