Refund Policy

Transparent and equitable refund terms for your comfort

Overview

At CloudBerryDesk, we recognize that situations may alter, and we are committed to providing straightforward and clear refund guidelines. This document details the criteria for issuing refunds for yacht charter services.

Before placing a reservation, please review this policy thoroughly. By reserving a charter with CloudBerryDesk, you are confirming your acceptance of these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Entire refund except processing charges

Processing Time: 5-7 business days

Processing Fee: €50 for credit card transactions

Conditions: Must be requested formally via email or telephone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total charter cost

Processing Time: 7-10 business days

Processing Fee: €25 subtracted from the refund

Conditions: A valid explanation is required; administrative expenses apply

Less than 24 Hours Before Charter

No Refund

Eligible for: No refund possible

Exception: Emergency cases can be taken into account

Alternative: Charter credits might be offered at the discretion of management

Conditions: Supporting paperwork required for emergency claims

Weather-Related Cancellations

Our Weather Guarantee

Our primary concern is safety. If our certified captain determines the weather conditions are unsafe for chartering, we offer adaptable options:

  • Full Refund: 100% refund if rescheduling is not an option
  • Reschedule: Change your charter to an upcoming date without extra charges
  • Charter Credit: Get a voucher valid for one year from the initial charter date

Weather Assessment Process

We perform a thorough weather assessment including:

  • Evaluation of wind speed and flow
  • Height of waves and condition of the sea
  • Forecast for visibility and rain
  • Marine advisories and cautions from the Coast Guard
  • Professional assessment of the captain's safety

Decision Timeline: Weather cancellation decisions are made at latest 4 hours prior to your planned departure.

Medical Emergency Refunds

Emergency Situations

We are sympathetic to the occurrence of medical emergencies. Special consideration might be given for the following scenarios:

  • Sudden medical condition or injury leading to hospital admission
  • Passing of a family member
  • Unexpected military service or urgent recall
  • Summoned to jury duty or legal subpoena
  • Natural disasters affecting journey plans

Proof Requirements

For processing emergency reimbursement requests, please provide:

  • Official medical statement or hospital records
  • Certificate of death (where necessary)
  • Military directives
  • Legal notice of jury duty or court summons
  • Emergency travel notifications or declarations

Processing: Emergency refunds are handled within 3-5 working days after we receive the relevant paperwork.

Operational Cancellations

Technical Failures

If the yacht designated for your voyage experiences unsolvable technical issues:

  • Alternative Vessel: Attempt to provide a similar substitute
  • Full Refund: In case a comparable yacht is not available
  • Partial Refund: In case the substitute yacht has a different fee
  • Compensation: Further reparation might be considered for the inconvenience

Crew Absence

On the rare occasion that certified crew is not present:

  • A substitute crew will be sought if feasible
  • Entire refund if the charter cannot continue
  • Rebooking without additional costs

Refund Processing

Mode of Payment

Reimbursements are processed back to the initial method of payment:

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

Handling Fees

Credit Card Processing

€50 charge for cancellations requested over 72 hours in advance

Bank Transfer Handling

€25 charge for all bank transfer reimbursements

International Transactions

Supplementary charges might apply for international payments

Charter Credits

Instances for Offering Credits

Credits for charters can be provided instead of refunds under specific conditions:

  • Last-minute cancellation notices (under 24 hours)
  • Weather-related cancellations
  • Voluntary rescheduling requests
  • Operational disturbances

Stipulations for Credit

  • Validity: One year from the date of issuance
  • Transferability: Not transferable to other individuals
  • Value: Equivalent to the complete charter cost (excludes processing charges)
  • Usage: Applicable to any upcoming charters
  • Expiry: Extensions past one year will not be granted

Partial Service Refunds

Disruptions in Service

If your charter encounter interruptions or shorter duration due to our operational factors:

  • Refund proportional to the unspent duration
  • Credit equal to a future charter of the same value
  • Complimentary services or upgrades may be offered

Interruptions Caused by Guests

If a charter is concluded prematurely due to guests' behavior or breaches of safety:

  • No reimbursement for the unutilized portion
  • Full payment remains obligatory
  • Potential additional fees might apply

Dispute Resolution

In case of disagreement with a refund determination, you are entitled to:

  • Seek a reassessment from our administrative team
  • Submit additional evidence or documentation
  • Engage with consumer protection entities
  • Pursue legal courses in compliance with the law

Refund Request Procedure

Step 1: Reach Out to Us

Commence your refund application through:

Step 2: Supply Required Information

For your request, you should include:

  • Your confirmation code for the booking
  • Date and time of the charter
  • Justification for the cancellation
  • Any relevant supporting papers (if any)
  • Preferred mode of refund

Step 3: Review and Fulfillment

We will acknowledge your inquiry within a day, match it with this policy, provide an outcome within two days, and if approved, carry out the reimbursement within the specified time frame.

Essential Details

  • All applications for reimbursement must be in written form
  • Reimbursements are processed in € despite the payment currency used originally
  • We strongly advocate for acquiring travel insurance
  • This guiding principle is subject to change with a notice period of 30 days
  • Refunds are influenced by relevant taxes and rules

Getting in Touch

For inquiries regarding refunds or to put in a request for a refund:

Refunds Department
CloudBerryDesk Marine Services Ltd.
Marina Point
Ostend 8400
Belgium

Phone: +32 59 70 11 99
Email: [email protected]
Office Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Update: July 17, 2025

We aim for our refund policy to be fair and forthright. We suggest you scrutinize these terms before making a booking and don't hesitate to get in touch if you have queries.