Refund Policy

Transparent and equitable refund terms for your assurance

Overview

At WarmCandleHouse, we recognize that situations may evolve, and we are committed to maintaining fair and clear refund policies. This document details the criteria under which refunds might be granted for yacht charter services.

Familiarize yourself with these guidelines thoroughly before booking a charter. By reserving a charter with WarmCandleHouse, you affirm acceptance of these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligibility: Complete refund minus processing charges

Processing Duration: 5-7 working days

Processing Charge: €50 for credit card transactions

Requisite: Must be submitted formally via email or phone contact

24-72 Hours Before Charter

50% Refund

Eligibility: Half of the total charter expense

Processing Duration: 7-10 business days

Processing Charge: €25 subtracted from the refund

Requisite: A valid explanation is necessitated; administrative fees apply

Less than 24 Hours Before Charter

No Refund

Eligibility: No refund provisions

Exception: Emergency situations may be taken into account

Alternative: Credits for future charters may be offered at the discretion of the management

Requisite: Documentation is required for emergency scenarios

Weather-Related Cancellations

Our Weather Guarantee

Ensuring safety is our utmost concern. Should the certified captain deem the weather conditions unsafe for charter activities, we provide several flexible options:

  • Full Refund: Completely refunded if rescheduling is infeasible
  • Reschedule: Rescheduling your charter to a subsequent available slot without extra cost
  • Charter Credit: Receipt of a credit valid for one year from the initial date of the charter

Weather Assessment Procedure

Our method for assessing weather involves:

  • Evaluation of wind velocity and compass direction
  • Projection of wave crest height and oceanic conditions
  • Forecasts of visibility and precipitation
  • Alerts and cautions issued by the Coast Guard
  • Expert captain’s judgement on safety

Decision Timeframe: Determinations regarding weather cancellations are made no later than four hours before the scheduled departure.

Medical Emergency Refunds

Crisis Situations

We comprehend that unforeseen medical urgencies can occur. Situations that may be entitled to exceptional consideration include:

  • Sudden medical conditions or injuries necessitating hospital stays
  • Passing of an immediate family member
  • Military mobilization or emergency recall
  • Legal obligation due to jury service or court orders
  • Catastrophic events impacting commuting

Documentation Mandates

All requests for refunds due to emergencies must be accompanied by:

  • A medical certificate or evidence of hospital admission
  • Death verification (if relevant)
  • Formal military deployment instructions
  • Legal notification of a summons or obligation to jury duty
  • Government advisories or declarations of emergency status

Procedure: Refunds in response to emergencies are promptly dealt with within a window of 3-5 business days after securing the necessary documentation.

Operational Cancellations

Machinery Malfunctions

In the case of the designated yacht experiencing mechanical setbacks that remain unresolved:

  • Alternative Vessel: Efforts will be made to offer a similar yacht
  • Full Refund: Rendered if an alternate option is unattainable
  • Partial Refund: Granted if the replacement yacht has differing rates
  • Compensation: Additional recompense may be provided for the hassle encountered

Crew Nonavailability

In the event of a certified crew being suddenly unavailable:

  • An effort to arrange a substitute crew will be made when feasible
  • A full refund is issued if the charter is unable to be conducted as arranged
  • The option to reschedule without added fees

Refund Processing

Repayment Mode

All refunds are attributed back to the initial payment method utilized at the moment of booking:

  • Credit Cards: Generally takes 5-7 business days
  • Bank Transfers: Usually requires 7-10 business days
  • Cash/Cheque: Typically handled within 3-5 business days

Processing Expenses

Credit Card Processing

A fee of €50 for cancellations initiated more than 72 hours before

Bank Transfer Processing

An expense of €25 for all bank transfer refunds

International Processing

Supplementary fees may be applicable for refunds crossing international borders

Charter Credits

Occasions for Credit Issuance

In certain conditions, credits for upcoming charters might be offered instead of refunds:

  • For cancellations occurring below the 24-hour mark
  • If the cancellation arises from weather challenges
  • At the client's discretion to reschedule
  • Due to disruptions in operations

Credit Stipulations

  • Lifespan: A period of 12 months from issuance
  • Ownership: Credits are non-transferrable between parties
  • Monetary Worth: Equivalent to the complete value of the charter with no processing charges applied
  • Utilization: Applicable to any available future charter
  • Validity Period: There is no extension opportunity beyond 12 months

Partial Service Refunds

Disruptions During Service

In the event that your charter faces interruptions or is concluded prematurely due to factors under our control:

  • A refund rate proportional to the unutilized duration
  • Credit for another charter of the same value
  • Complimentary offerings or upgrades may be extended

Discontinuation Due to Guest Behaviour

Should the charter be ended ahead of time due to the conduct or breaching of safety by those on board:

  • There will be no refund for the portion left unused
  • The full payment is still expected
  • Further charges might be incurred

Conflict Settlement

In a scenario where there is disagreement over a refund determination, the following steps are available:

  • Submit a request for consideration by our management
  • Supply additional evidence or papers
  • Engage consumer protection entities for a solution
  • Explore legal channels as per the jurisdictional laws

Instructions on Refund Application

Step 1: Establish Contact

Initiate your refund application through the following channels:

Step 2: Furnish Details

Your request should contain the following specifics:

  • Confirmation code of the booking
  • Scheduled date and time of the charter
  • The cause for the cancellation
  • Any accompanying verification (where relevant)
  • Your chosen option of refund

Step 3: Approval and Fulfillment

Upon receipt, our team will confirm your request within a day, evaluate it in alignment with our policy, relay a verdict within two days, and execute approved refunds as per the timelines specified.

Vital Details

  • All appeals for reimbursement must be tabled formally
  • Refunds are processed in €, regardless of the currency initially used for payment
  • Possession of travel insurance is highly recommended
  • This refund policy is subject to revision given a 30 days notice
  • Refunds adhere to pertinent tax laws and regulations

How to Connect

For inquiries regarding refunds or to put forward a request for one:

Department of Refunds
WarmCandleHouse Nautical Services Ltd.
Port Vell Marina
Barcelona 08039
Spain

Phone: +34 933 10 90 00
Email: [email protected]
Operational Hours: Monday to Friday, from 9:00 AM till 5:00 PM

Last Updated: August 10, 2025

This refund policy is devised to be just and overt. We urge you to inspect these guidelines with care prior to reserving and reach out to us with any queries.