Refund Policy

Transparent and equitable refund terms for your assurance

Overview

At QuietRiverCafe, we recognize that plans can change, and are committed to offering transparent and just refund guidelines. This document provides the circumstances under which refunds may be given for yacht charter services.

It is important to review this policy thoroughly before reserving a charter. By confirming a charter with QuietRiverCafe, you are consenting to these terms of refund.

Regular Cancellation and Refund Timetable

More than 72 Hours Before Charter

100% Refund

Qualified for: Complete refund excluding service charges

Timeframe for Processing: 5-7 business days

Service Charge: €50 for credit card payments

Prerequisites: Must be submitted in written form via email or telephone

24-72 Hours Before Charter

50% Refund

Qualified for: Half of the full charter price

Timeframe for Processing: 7-10 business days

Service Charge: €25 subtracted from the refund

Prerequisites: Valid justification needed; administrative costs incurred

Less than 24 Hours Before Charter

No Refund

Qualified for: No refunds will be issued

Exception: Consideration may be given under emergency cases

Alternate option: Credit for future charter may be offered at the discretion of management

Prerequisites: Official documentation required for emergency situations

Weather-Induced Cancellations

Our Assurance Regarding Weather

Our primary concern is safety. If the captain, who is certified, deems weather conditions unsafe for sailing, we offer the following alternatives:

  • Complete Refund: Issued if rescheduling isn't an option
  • Reschedule: Transfer your charter to a new date at no extra charge
  • Charter Credit: Offer a credit that is valid for 12 months from the original booking date

Method of Assessing Weather

Our approach to weather evaluation includes:

  • Analyzing wind speed and direction
  • Evaluating sea conditions and wave height
  • Forecasting visibility and precipitation
  • Heeding Coast Guard advisories and cautions
  • A safety assessment from our professional captain

Timing for Decision: Decisions regarding weather cancellations are made no later than 4 hours prior to the planned departure time.

Refunds in Medical Emergencies

Circumstances of Emergency

We are sympathetic to the fact that medical emergencies may arise. Situations that may warrant special refund considerations include:

  • Hospitalization required due to sudden illness or injury
  • Loss of an immediate family member
  • Necessary military deployment or recall
  • Being summoned for jury duty or court
  • Natural disasters impacting travel arrangements

Provisions for Documentation

For processing refunds due to emergencies, the following documentation is required:

  • Medical certification or hospital papers
  • Death certificate, if it pertains to the situation
  • Official military deployment orders
  • Court notices or documentation for jury service
  • Travel warnings or declarations of emergency

Procedure: We attend to emergency refund requests within 3-5 business days following the receipt of all necessary documents.

Cancellations Due to Operational Issues

Mechanical Breakdowns

Should the yacht designated for your charter experience mechanical issues that cannot be fixed promptly:

  • Replacement Craft: We will aim to supply an equivalent alternative vessel
  • Complete Refund: Tendered if an appropriate substitution isn't available
  • Partial Refund: Offered if the replacement yacht has different fees
  • Consideration: Additional recompense may be provided for the inconvenience

Unavailable Crew

In the uncommon event that a certified crew is not available:

  • Substitute crew will be arranged when viable
  • Complete refund if the charter cannot proceed
  • Rescheduling at no extra cost

Processing of Refunds

Method of Repayment

Refunds are credited back to the original mode of payment used during booking:

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

Fees for Processing

Credit Card Processing

A fee of €50 for cancellations requested with more than 72 hours notice

Bank Transfer Processing

A €25 fee for all bank transfer refunds

International Transactions

Extra charges may be incurred for international transactions

Credit for Future Charters

Offering of Credits

Charter credits can be issued instead of refunds under certain situations:

  • Late cancellations (less than 24 hours prior)
  • Weather-related cancellations
  • Requests to reschedule voluntarily
  • Disruptions due to operational factors

Conditions of Credits

  • Validity: Valid for 12 months from the date of issue
  • Transferability: Non-transferable to others
  • Value: Corresponds to the total value of the charter (excludes processing fees)
  • Utilization: Applicable to any upcoming charter availability
  • Expiry: Must be used within 12 months, no extensions offered

Reimbursements for Partial Services

Interruptions to Service

If your charter is disrupted or curtailed due to situations within our control:

  • A refund in proportion to the unutilized period
  • Credit for an equivalent future charter
  • Gratuitous services or enhancements

Guest-Originated Interruptions

If a charter is concluded prematurely because of guest behavior or safety infractions:

  • No reimbursement for the time not used
  • The total fee is still owed
  • Potential additional costs may apply

Resolving Disagreements

If there is disagreement over a refund decision, the following steps can be taken:

  • Seek a reassessment by our management
  • Submit further proof or documents
  • Engage consumer protection entities for a solution
  • Explore legal options under prevailing laws

Procedure for Refund Requests

Step 1: Establish Contact

To initiate a refund, get in touch via:

Step 2: Information Submission

Your request should include:

  • Confirmation code for the booking
  • Date and time for the charter
  • Reason for the cancellation
  • Any pertinent documents (if needed)
  • Chosen mode of refund

Step 3: Evaluation and Conducting the Process

We will confirm receipt of your request within 24 hours, evaluate it against this policy, communicate a decision within 48 hours, and if approved, process the refund as per the timelines stated above.

Special Considerations

  • All requests for refunds must be given in written form
  • Refunds are carried out in €, notwithstanding the currency used initially
  • We recommend securing travel insurance
  • This policy may be modified, given a notice period of 30 days
  • Refunds adhere to relevant taxes and regulations

Contact Details

For inquiries about refunds or to forward a request for a refund:

Refunds Department
QuietRiverCafe Marine Services Ltd.
Marina Port Vell
Barcelona 08039
Spain

Phone: +34 932 21 74 74
Email: refunds@quietrivercafe.rest
Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: July 17, 2025

This refund policy aims to be clear and fair. We urge you to examine these terms meticulously before reservation and to get in touch with us should any queries arise.