Refund Policy

Transparent and equitable refund terms for your reassurance

Overview

At DriftWoodPaper, we recognize that plans can change, and we are committed to establishing clear and straightforward refund policies. This document details the specific scenarios in which refunds can be granted for our yacht chartering services.

Please ensure you understand this policy thoroughly before confirming a reservation. Your booking with DriftWoodPaper signifies your acceptance of these refund conditions.

Standard Cancellation and Refund Schedule

Exceeding 72 Hours Prior to Charter

100% Refund

Qualified for: Complete refund except for service charges

Process Duration: 5-7 business days

Service Charge: €50 for card payments

Prerequisites: Must be formally requested through email or telephone

Between 24 to 72 Hours Prior to Charter

50% Refund

Qualified for: Half of the total charter cost

Process Duration: 7-10 business days

Service Charge: €25 withheld from the refund

Prerequisites: Credible motive needed; additional operational costs applicable

Less than 24 Hours Prior to Charter

No Refund

Qualified for: No reimbursement available

Special Consideration: Cases of emergencies may be taken into consideration

Alternative Solution: A credit for future charters may be granted at the discretion of the management

Prerequisites: Supporting documents are necessary for claims regarding emergencies

Cancellations Due to Weather Conditions

Our Commitment to Safe Weather Conditions

Your safety remains our highest concern. In the event that our certified captain determines that weather conditions are not suitable for sailing, we provide several alternatives:

  • Total Refund: Issued if rescheduling is not viable
  • Reschedule: Change your charter to another date at no extra cost
  • Charter Credit: Avail a credit that is good for one year from the initial date of the charter

Weather Condition Evaluation Process

Assessments on weather include:

  • Evaluating wind speeds and directions
  • Assessing sea states including wave heights
  • Visibility and forecast of precipitation
  • Warnings and advisories from the Coast Guard
  • Judgment on safety by a professional captain

Timeline of Decision-Making: Any weather-related cancellations are decided upon no later than 4 hours before the planned departure.

Refunds in the Event of Medical Emergencies

Qualifying Emergency Situations

We realize that sudden medical incidents can occur. The following circumstances could be eligible for special consideration:

  • Illness or injury necessitating hospital admittance
  • Immediate family bereavement
  • Unpredicted military services deployment or recall
  • Summons to jury duty or legal subpoenas
  • Extreme weather impacting travel arrangements

Proof Requirements

For processing requests for emergency reimbursements, we require:

  • Medical reports or hospital records
  • Death notification, if relevant
  • Armed forces orders
  • Notices of court appearances or jury duties
  • Emergency notices or travel restriction announcements

Procedure: Refunds for emergencies are carried out within 3-5 business days once all required documentation is received.

Cancellations Arising from Operational Issues

Complications with the Vessel

Should your designated yacht encounter unresolvable mechanical issues:

  • Substitute Vessel: We aim to arrange a similar alternative
  • Complete Refund: Provided if no acceptable replacement is available
  • Proportional Refund: If the alternative vessel has a different fee structure
  • Extra Compensation: Additional reparation might be offered for any trouble caused

Unavailability of the Crew

In the unexpected event that a certified crew is not available:

  • A substitute crew will be arranged when feasible
  • Total refund if the charter cannot take place
  • Opportunity to reschedule without any extra charges

Handling Refunds

Original Mode of Payment

Refunds are reverted back to the origin payment method:

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

Costs for Processing

Credit Card Transaction Handling

€50 fee for cancellations done more than 72 hours beforehand

Bank Transfer Transaction Handling

€25 fee for all bank transfer reimbursements

Handling for International Transactions

Supplementary costs may be incurred for transactions crossing national borders

Issuing of Charter Credits

Situations for Credit Issuance

Charter credits can be granted instead of refunds under specific circumstances:

  • Last-minute cancellations (under 24 hours prior)
  • Cancellations tied to adverse weather conditions
  • Voluntary requests to reschedule
  • Disruptions on an operational level

Terms for Credit

  • Validity Period: One year from the date of issue
  • Transfer Rights: Credits cannot be transferred to others
  • Value: Equates to the full value of the charter (excluding processing costs)
  • Application: Valid on any available charter offerings
  • Expiry: No extensions past the 12-month mark

Partial Refunds for Incomplete Service

Interrupted Services

If your charter experience is disrupted or cut short due to factors we control:

  • Proportional reimbursement based on the unutilized duration
  • Credits equal to a subsequent charter of the same value
  • Complimentary upgrades or services

Early Termination Due to Guest Actions

If a charter's duration is prematurely ended due to the conduct of guests or violations of safety rules:

  • There will be no return for the unused time
  • The entire amount due must still be settled
  • Potential additional costs may be applied

Resolving Disputes Regarding Refunds

If the decision on your refund is not satisfactory to you, the following steps can be taken:

  • Ask for an evaluation by our administration
  • Furnish extra documentation or evidence
  • Request assistance through consumer rights organizations
  • Explore legal avenues according to the laws in force

How to File for a Refund

Step 1: Get in Touch

Initiate your refund claim through:

Step 2: Submission of Details

Your refund application should include:

  • The confirmation code of your booking
  • Scheduled date and time of the yacht charter
  • Reason for the annulment
  • Any related evidence (when necessary)
  • Preferred method for the refund

Step 3: The Examination and Completion Process

Our team will confirm the receipt of your request within a day, examine it according to our policy, communicate our decision within 2 days, and handle approved refunds in line with the specified time periods.

Crucial Points

  • All requests for refunds must be recorded in writing
  • Reimbursements are issued in €, irrespective of the currency used initially for payment
  • We highly advise procuring travel insurance
  • Our policy may be amended given 30 days’ notice
  • Refunds are inclusive of pertinent taxes and subject to regulations

Reach Out for Assistance

If you have inquiries about refunds or wish to make a request:

Refunds Department
DriftWoodPaper Marine Services Ltd.
Marina Point
Hamburg 20459
Germany

Phone: +49 40 4280
Email: [email protected]
Working Hours: Monday–Friday, from 9:00 AM to 5:00 PM

Last Updated: August 29, 2025

Our refund policy is designed for your benefit and transparency. Before placing any reservations, we ask that you review these guidelines carefully and contact us should you have any concerns.