Refund Policy

Transparent and straightforward refund terms for your reassurance

Overview

At PaperCottageHill, we recognize that situations may evolve, and we are committed to providing clear and equitable refund policies. This document details the criteria for issuing refunds for our yacht charter services.

Before confirming a reservation, please ensure you have read and understood this policy. Reserving a charter with PaperCottageHill signifies your acceptance of these refund terms.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete refund except for service charges

Processing Time: 5-7 business days

Processing Fee: €50 for credit card transactions

Conditions: Request must be made in writing through email or phone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total charter expense

Processing Time: 7-10 business days

Processing Fee: €25 deducted from the refund

Conditions: A valid justification is needed; administrative charges incurred

Less than 24 Hours Before Charter

No Refund

Eligible for: Refunds are not available

Exception: Cases of emergency might be considered

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

Conditions: Supportive documentation needed for emergency occasions

Weather-Related Cancellations

Our Weather Guarantee

Your safety is our priority. Should the captain, certified by us, consider the weather unsuitable for sailing, we provide flexible alternatives:

  • Full Refund: A complete refund if rescheduling is unfeasible
  • Reschedule: Transfer your charter to an alternative date without extra costs
  • Charter Credit: Issue a credit valid for 12 months from the initial charter date

Weather Assessment Process

We conduct a comprehensive weather evaluation including:

  • Analysis of wind speed and direction
  • Assessment of wave heights and sea conditions
  • Forecasts of visibility and precipitation
  • Maritime advisories and safety notices
  • Professional judgement of the captain on safety matters

Decision Timeline: Determinations regarding weather cancellations are made at least 4 hours prior to departure time.

Medical Emergency Refunds

Emergency Conditions

Medical emergencies are unforeseen. The following circumstances may be subject to special considerations:

  • Unexpected illness or injury needing hospital care
  • Immediate family bereavement
  • Urgent military duty orders
  • Summoned to jury duty or legal subpoena
  • Natural disasters impacting travel arrangements

Requirement for Documentation

To review requests for emergency refunds, we require:

  • Verification from a hospital or medical certificate
  • Certification of death, if relevant
  • Military orders
  • Legal court orders or jury notices
  • Travel cautions or declarations of emergency

Procedure: Emergency related refunds are processed within 3-5 business days after receiving the appropriate documents.

Operational Cancellations

Technical Problems

If the yacht assigned to you suffers from technical issues that cannot be resolved promptly:

  • Alternate Vessel: We will seek to supply a similar yacht if possible
  • Full Refund: Should there be no comparable options available
  • Partial Refund: If the replacement yacht is differently priced
  • Compensation: Extra compensation may be offered due to the inconvenience caused

Crew Unavailability

In the unlikely event that a certified crew member is unavailable:

  • We will arrange for an alternate crew if possible
  • Full refund if the charter is unable to proceed
  • No-cost rescheduling

Refund Processing

Method of Reimbursement

Refunds will be credited back to the method of payment used at the time of booking:

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

Service Charges

Credit Card Fees

€50 for terminations over 72 hours in advance

Bank Transfer Charges

€25 for all bank transfer refunds

International Fees

Additional costs may incur for international transactions

Charter Credits

Instances When Credits are Applicable

Credits for charters could be proposed instead of cash reimbursements under specific circumstances:

  • Subsequent cancellations (below 24 hours' notice)
  • Weather-related charter cancellations
  • Requests to voluntarily reschedule
  • Operations-related disruptions

Conditions of Credits

  • Validity Period: 12 months starting from the issue date
  • Non-transferable: Cannot be transferred to another person
  • Amount: Equal to the entire value of the charter without any service fees
  • Usage: Applicable to any future charters that are available
  • Expiry: Credits cannot be extended beyond 12 months

Partial Refunds for Interruptions in Service

Disturbances During The Charter

If your charter experience is disrupted or cut short due to a scenario within our control:

  • A refund reflecting the part of service not availed
  • Credit for a forthcoming charter that matches the initial value
  • Free additional services or perks

Interruptions Caused by Guests

In case the charter is prematurely halted due to the conduct of guests or infringement of safety regulations:

  • There will be no reimbursement for the time not utilized
  • Full payment is still owed
  • Guests may incur further charges

Disagreeing with a Refund Decision

If you find a refund outcome unacceptable, you have the right to:

  • Seek a reconsideration from our management
  • Submit further proof or documents
  • Turn to consumer protection agencies for a solution
  • Use any legal course permitted by law

Procedure for Requesting a Refund

Step 1: Reach Out

Initiate your refund application via:

Step 2: Information Required

Your submission should include:

  • Your confirmation code for the booking
  • The scheduled date and time for the charter
  • The grounds for the cancellation
  • Any related supportive documents (if necessary)
  • Your choice of reimbursement method

Step 3: Verification and Processing

Our staff will acknowledge your submission within one day, compare it with the policy requirements, reach a decision within two days, and proceed with approved refunds within the given timescales.

Essential Reminders

  • All requests for refund need to be recorded in writing
  • Reimbursements will be handled in €, regardless of the original transaction currency
  • It's highly advised to take out travel insurance
  • The policy is subject to alterations with a 30 days' notice
  • Refunds comply with the relevant taxes and regulations

Contact Details

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

Refund Department
PaperCottageHill Marine Services Ltd.
Marina Point
Hamburg 20457
Germany

Phone: +49 40 99999
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: August 21, 2026

Our refund policy is crafted for fairness and clarity. We ask that you review these terms thoroughly before booking and reach out to us with any questions or concerns.