Refund Policy

Transparent and equitable refund terms for your assurance

Overview

At EchoRiverHome, we recognize that situations may arise, and we are committed to establishing clear and equitable refund policies. The following conditions outline how refunds may be processed for our yacht charter services.

It is important to understand this policy thoroughly before you reserve a charter. By securing a charter with EchoRiverHome, you are concurring with these terms regarding refunds.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Full refund excluding administrative charges

Processing Time: 5-7 business days

Processing Fee: €50 for credit card payments

Conditions: Request must be made in a written format via email or over the phone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total charter fee

Processing Time: 7-10 business days

Processing Fee: €25 extracted from the refund amount

Conditions: A valid justification is required; charges for administrative processes will be incurred

Less than 24 Hours Before Charter

No Refund

Eligible for: No compensation available

Exception: Emergency cases will be taken into consideration

Alternative: At the discretion of the management, a credit for chartering may be offered

Conditions: Emergency claims require documented proof

Weather-Related Cancellations

Our Weather Guarantee

The safety of our passengers is our utmost concern. If the weather is determined unsafe for operations by our certified captain, we offer several alternatives:

  • Full Refund: Issued when it is not possible to reschedule
  • Reschedule: Transfer your booking to an available date without extra cost
  • Charter Credit: Get a voucher valid for one year from the initial charter date

Weather Assessment Process

The following criteria are included in evaluating weather conditions:

  • Evaluation of wind speed and direction
  • Inspection of sea conditions and wave height
  • Forecasts for precipitation and visibility
  • Notifications from the Coast Guard including advisories and cautions
  • Captain's assessment of safety based on professional judgment

Decision Timeline: Decisions on weather cancellations are determined at least 4 hours in advance of the departure time.

Medical Emergency Refunds

Emergency Circumstances

In instances of medical urgencies, certain scenarios may merit special consideration:

  • Unexpected sickness or injury leading to hospitalization
  • A family member's passing
  • Urgent military deployment or recall
  • Compulsory jury duty or court orders
  • Natural disasters impacting travel arrangements

Documentation Requirements

For emergency refund inquiries, the following must be furnished:

  • Doctor's note or hospital records
  • Death certification when relevant
  • Confirmed military orders
  • Legal notice of judicial summons or jury duties
  • Emergency announcements or travel cautions

Processing: Upon presenting the necessary documentation, emergency returns are handled within 3-5 business days.

Operational Cancellations

Mechanical Issues

If the vessel designated for you suffers from unfixable technical troubles:

  • Alternate Vessel: We will endeavor to arrange a similar substitution
  • Full Refund: If there's no appropriate substitute available
  • Partial Refund: If there's a price disparity with the alternative vessel
  • Compensation: Additional recompense may be provided for the inconvenience

Crew Unavailability

In the unlikely event that the certified crew isn't available:

  • Efforts will be made to provide a substitute crew
  • Complete reimbursement if the charter is unable to proceed
  • Rebooking at no extra charge

Refund Processing

Payment Method

Authorized refunds will be reverted to the original method of payment used for the reservation:

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

Processing Fees

Credit Card Processing

€50 applied for cancellations with over 72 hours' notice

Bank Transfer Processing

€25 imposed on all bank transfer refunds

International Transaction Fee

Extra charges could be incurred for refunds involving international transactions

Charter Credits

Conditions for Credits

In particular instances, credits instead of refunds may be offered:

  • Late cancelations happening under 24 hours
  • Cancellations due to weather
  • Voluntary modifications to the booking
  • Disturbances in operations

Credit Stipulations

  • Validity: Credits are valid for a period of 12 months from the date of issue
  • Transferability: Credits cannot be passed to other individuals
  • Value: Equal to the complete value of the charter without deductions for processing
  • Utilization: Applicable for any charter that is available
  • Expiry: Credits must be used within the 12-month limit without extension

Partial Service Refunds

Service Interruptions

If aspects of your charter are disrupted or cut short by issues within our control:

  • A proportional refund relating to the unused portion
  • Voucher for a future charter of equivalent worth
  • Gratis amenities or enhancements

Guest-Related Interruptions

In instances where a charter concludes prematurely due to actions or violations related to guest safety:

  • No compensation for the period not used
  • Complete payment is still obligatory
  • Fees may be applied additionally

Dispute Resolution

Should you object to the outcome of a refund application, you have the option to:

  • Request an examination by our management
  • Supply supplementary evidence or documents
  • Engage with consumer protection entities for resolution
  • Exploit legal avenues under the prevailing laws

How to Request a Refund

Step 1: Contact Us

Place your refund appeal through:

Step 2: Provide Information

Your refund request should include:

  • Confirmation code of the booking
  • Scheduled date and time of the charter
  • Cancellation justification
  • Pertinent supporting materials (if required)
  • Preferred method of refund

Step 3: Review and Processing

We will acknowledge your refund claim within a day, assess it in accordance with our policy, communicate our decision within two days, and proceed with refunds as per the timeframes outlined.

Important Notes

  • All applications for refunds must be presented in a written format
  • Refund transactions are conducted in € regardless of the payment's original currency
  • Acquiring travel insurance is highly advisable
  • Notice will be given 30 days in advance for policy amendments
  • Refunds are subject to relevant taxes and regulations

Contact Information

For inquiries or to proceed with a refund request:

Refunds Department
EchoRiverHome Marine Services Ltd.
Marina Point
Cannes 06400
France

Telephone: +33 4 93 00 00 00
Email: [email protected]
Operational Hours: Weekdays from 9:00 AM to 5:00 PM

Last Updated: August 29, 2027

We intend for this refund policy to be equitable and transparent. We encourage you to examine these terms rigorously before booking and to reach out with any queries.