Refund Policy
Transparent and straightforward refund terms for your convenience
Overview
At CalmStoneLibrary, we recognize that plans can alter, and we are committed to establishing transparent and equitable refund practices. This document specifies the conditions under which refunds are issued for our yacht rental services.
It is important to review this document thoroughly prior to confirming a reservation. By booking a rental with CalmStoneLibrary, you consent to and accept the terms of this refund policy.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Rental
Eligible for: Complete refund except for service fees
Processing Time: 5-7 working days
Service Charge: €50 for credit card transactions
Requirements: Must submit request in written form by email or telephone
24-72 Hours Before Rental
Eligible for: Half of the total rental price
Processing Time: 7-10 working days
Service Charge: €25 subtracted from the refunded amount
Requirements: Valid justification needed; administrative fees incurred
Less than 24 Hours Before Rental
Eligible for: Refunds are not available under this condition
Exception: Consideration may be given for emergency situations
Alternative: Rental credits might be issued based on management discretion
Requirements: Emergency claims must be supported with documentation
Weather-Related Cancellations
Our Commitment to Safety
Your safety is our highest priority. Should weather conditions be considered unsafe for sailing by our qualified captain, we offer flexible options:
- Full Refund: If rescheduling is not viable, a full refund will be given
- Reschedule: Transfer your reservation to an alternative date without additional costs
- Rental Credit: Receive a voucher good for one year from the original booking date
Assessment of Weather Conditions
The following procedures are part of our weather evaluation:
- Assessment of wind conditions
- Evaluation of wave amplitude and maritime conditions
- Forecast for visibility and rain
- Consideration of Coast Guard notices and warnings
- Captain's judgement on safety
Timing for Decisions: We make decisions regarding weather cancellations no later than four hours prior to the planned departure time.
Medical Emergency Refunds
Special Circumstances Consideration
We are aware that unforeseen medical events can occur. The situations below may qualify for additional consideration:
- Unexpected illness or injury that requires hospital care
- Passing of a family member
- Military duty or urgent call-back
- Legal obligations such as jury duty
- Travel disruptions due to natural catastrophes
Document Submission
For processing of medical emergency refunds, we require the following:
- Proof from a healthcare provider or hospital records
- Death certificate, if relevant
- Documentation of military service
- Legal summons or notice of jury service
- Public announcements or emergency proclamations impacting travel
Reimbursement Timing: Refunds due to emergencies are handled within 3-5 working days after receiving the necessary documentation.
Operational Cancellations
Vessel Functionality Issues
If the boat assigned to you encounters unresolvable mechanical problems:
- Substitute Vessel: We will try to provide an equivalent replacement
- Full Refund: Offered if no appropriate replacement is available
- Partial Refund: If the new option has a different rate
- Additional Compensation: May be granted for the inconvenience experienced
Availability of Crew
In the uncommon event that a certified crew is not available:
- We will attempt to arrange substitute personnel
- Entire refund will be provided if the rental cannot proceed
- Options to rebook without any extra charges
Processing of Refunds
Method of Payment
Reimbursements will be made using the original method of payment:
- Credit Cards: Processed within 5-7 business days
- Bank Transfers: Handled in 7-10 business days
- Cash/Check: Completed in 3-5 business days
Service Charges
Credit Card Service Costs
€50 charge for cancellations more than 72 hours before
Bank Transfer Service Costs
€25 service charge for all bank transfer refunds
International Transaction Charges
Supplementary charges might apply to transactions originating outside of the country
Rental Credits
Issuance of Rental Credits
Rental credits may be offered rather than refunds under certain circumstances:
- Cancellations occurring within less than 24 hours
- Inclement weather cancellations
- Requests to reschedule at the guest's choice
- Unanticipated operational hindrances
Rental Credit Conditions
- Validity: Valid for one year from date of issue
- Transferability: Credits cannot be transferred to other individuals
- Amount: Equal to the complete value of the rental excluding service fees
- Utilization: Applicable to any accessible rental
- Expiry: No extensions beyond the 12-month period
Refunds for Partial Rental Use
Rental Disruptions
If you experience an interruption or an early end to your rental due to reasons within our control:
- A refund proportional to the time not utilized
- Credit equal in value to a future rental
- Complimentary services or upgraded offerings
Passenger-Related Issues
If a rental is terminated early because of guest behavior or breach of safety guidelines:
- No reimbursement for the unused portion
- Full payment is still owed
- Possible extra charges
Settling Disputes
Should you challenge a decision concerning a refund, you are entitled to:
- Have your case considered afresh by our managerial staff
- Contribute additional evidence or papers
- Look for a resolution with consumer advocacy groups
- Pursue legal options in accordance with the law
How to Apply for a Reimbursement
Step 1: Get in Touch
File your refund request through:
- Email: [email protected]
- Phone: +30 21 0987 6543
- In person at our base office
Step 2: Submit Required Details
Include in your application:
- Confirmation code for the booking
- Date and time of the rental
- Reason for the cancellation
- Relevant support documents (where necessary)
- Preferred method for the refund
Step 3: Assessment and Reimbursement
Our representatives will acknowledge your claim within a day, evaluate it as per this policy, issue a decision within two days, and conduct approved reimbursement as per the timelines noted above.
Vital Information
- All requests for reimbursement must be in written form
- Refunds are handled in € irrespective of the currency used for the initial transaction
- It is strongly advised to have travel insurance
- This policy can be modified with a month's notice
- Reimbursements are subject to prevailing taxes and laws
Contact Points
For inquiries about reimbursements or to lodge a refund application:
Refund Department
CalmStoneLibrary Marine Operators Ltd.
Marina Point
Athens 175 61
Greece
Phone: +30 21 0987 6543
Email: [email protected]
Business Hours: Monday to Friday, from 9:00 AM until 5:00 PM