Refund Policy

Transparent and equitable refund provisions for your assurance

Introduction

At GentleBrookWay, we recognise that plans may alter, and are dedicated to providing equitable and transparent refund policies. This document specifies the conditions for issuing refunds for yacht charter services.

Before finalising a reservation, please review these guidelines thoroughly. By securing a booking with GentleBrookWay, you accept and consent to these terms for refunds.

Cancellation Guidelines and Refund Timetable

More than 72 Hours Prior to Charter

100% Refund

Qualifies for: Complete refund except for processing charges

Processing Duration: 5-7 business days

Service Fee: €50 for credit card transactions

Requirements: Request must be in written form via email or phone call

24 to 72 Hours Before Charter

50% Refund

Qualifies for: Half of the total charter cost

Processing Duration: 7-10 business days

Service Fee: €25 subtracted from the refund amount

Requirements: A justifiable reason is necessary; administrative fees will be applied

Less than 24 Hours Prior to Charter

No Refund

Qualifies for: Refunds are not provided

Exception: Urgent situations may be taken into consideration

Option: Voucher for charter services could be offered at the discretion of the management

Requirements: Supporting documents needed for urgent claims

Cancellations Due to Weather Conditions

Our Commitment in Inclement Weather

Your safety is our highest concern. If our certified captain considers weather conditions to be unsafe for sailing, we offer adjustable options:

  • Complete Refund: Full refund if alternative scheduling is not feasible
  • Rebooking: Change your booking to another available date with no extra cost
  • Charter Voucher: Availability of a voucher valid for one year from the initial charter date

Procedure for Weather Evaluation

We perform weather evaluations that consist of:

  • Analysing velocity and direction of wind
  • Projected wave heights and marine conditions
  • Visibility and precipitation outlooks
  • Notifications and cautions from the Coast Guard
  • Safety assessments from our professional captain

Decision Timing: Determinations regarding weather cancellations are made no later than 4 hours before the scheduled departure time.

Reimbursements for Medical Emergencies

Situations Involving Urgency

We are aware that unexpected health emergencies can occur. The scenarios below might qualify for special refund consideration:

  • Abrupt sickness or injury necessitating hospital admittance
  • Passing away of a close family member
  • Conscription or urgent recall by the military
  • Jury service or legal subpoena
  • Calamities affecting travel plans

Requirements for Documentation

To process requests for emergency refunds, please submit:

  • Medical certificate or hospital records
  • Certificate of death (if relevant)
  • Formal military instructions
  • Solicitation to court or jury duty notification
  • Emergency bulletins or travel constraint statements

Processing: Requests for emergency refunds are processed over 3-5 business days once appropriate proofs are submitted.

Refunds Due to Operational Issues

Technical Problems

If the boat assigned to you encounters technical issues that are unresolved:

  • Substitute Vessel: We will attempt to offer a vessel of a similar standard
  • Full Refund: Provided when an equivalent alternative is not available
  • Partial Refund: If the replacement vessel is offered at a different rate
  • Compensation: Additional reparation may be granted for any inconvenience experienced

Unavailability of Crew

In the unusual situation of an unavailable certified crew:

  • A different crew will be arranged where possible
  • Full refund if the charter is unable to proceed
  • Reservation can be rescheduled free of additional charges

Procedures for Refund Processing

Form of Repayment

Refunds will be returned using the same method of payment utilized for the initial booking:

  • Credit Cards: 5-7 business days
  • Bank Transfers: 7-10 business days
  • Cash or Check: 3-5 business days

Fees for Processing

Credit Card Operations

A €50 charge for cancellations processed more than 72 hours before the event

Bank Transfer Operations

A nonrefundable €25 charge for all bank transfer reimbursements

International Transactions

Additional charges can be applicable for overseas operations

Credits towards Charter Booking

Issuance of Credits

Charter credits might be provided in lieu of refunds under certain circumstances:

  • Late notice of cancellation (less than 24 hours ahead)
  • Cancellations related to weather
  • Voluntarily rescheduling
  • Interruptions in operations

Credit Guidelines

  • Validity: Use within 12 months from the issuance date
  • Transferability: Credits cannot be transferred to another person
  • Amount: Equal to the full value of the charter without deductions for processing
  • Application: Applicable towards any upcoming charter available
  • Expiry: Credits must be used within 12 months, with no extensions

Partial Refunds for Interrupted Services

Interruptions in Service

If your yacht rental is disrupted or shortened due to our oversight:

  • A refund proportionate to the unutilized period of the charter
  • Credit for a future equivalent charter or complimentary services or upgrades

Complications Caused by Guests

If a charter needs to end early because of the guests' behavior or breaches of safety:

  • Uncompensated for the period not used
  • The entire fee is due despite the shortened service
  • Extra charges may be levied

Settling Refund Disagreements

If there is a dispute regarding a refund, options include:

  • Apply for an assessment by our management
  • Present further proof or details
  • Use consumer protection agencies for mediation
  • Legal courses of action as permitted by the law

Procedure to Apply for a Refund

Step 1: Reach Out

To initiate a refund, submit a request via:

Step 2: Provide Required Details

Your refund request should include:

  • Your confirmation code for the booking
  • The scheduled date and time of the charter
  • The reason for cancellation
  • Supporting paperwork (if applicable)
  • Chosen method for the refund

Step 3: Verification and Execution

Our team will acknowledge your refund request within a day, assess it in accordance to these terms, decide within 2 days, and process accepted refunds within the provided timeframes.

Important Points

  • Refund applications must be presented in written form
  • Refunds are carried out in € no matter the currency used for original payment
  • It's highly recommended to have travel insurance
  • This policy may be modified given a month's notice
  • Refunds are under the laws and tax regulations applicable

Contact Details

For any questions about refunds or to send in a refund request:

Refund Services
GentleBrookWay Nautical Solutions Ltd.
Port de Monaco
Monte Carlo 98000
Monaco

Phone: +377 93 10 63 00
Email: [email protected]
Open: Monday–Friday, 9:00 AM – 5:00 PM

Policy Update Date: August 21, 2025

This reimbursement policy is established to be just and clear. We encourage you to examine these conditions thoroughly prior to making a reservation and reach out to us with any inquiries.