Refund Policy

Transparent and honest refund rules for your assurance

Introduction

At WillowFrameBox, we recognize that plans can shift, and we are committed to offering clear and honest refund policies. This document details the circumstances in which refunds can be provided for our yacht charter services.

Before you book your charter, please familiarize yourself with this refund policy. By proceeding with a booking at WillowFrameBox, you are agreeing to these refund terms.

Cancellation and Refund Guidelines

Above 72 Hours Prior to Charter

100% Refund

Entitled to: Total refund excluding processing charges

Processing Duration: 5-7 working days

Service Charge: €50 for credit card dealings

Prerequisites: Must be submitted in writing through email or contact

24-72 Hours Prior to Charter

50% Refund

Entitled to: Half of the total charter fee

Processing Duration: 7-10 working days

Service Charge: €25 subtracted from the reimbursement

Prerequisites: Justifiable reason needed; administrative charges applicable

Less than 24 Hours Prior to Charter

No Refund

Entitled to: No reimbursement available

Exemption: Urgent scenarios might be examined

Substitute: Voucher for charter may be provided based on managerial discretion

Prerequisites: Necessary documentation for emergency incidents

Refunds Due to Weather Conditions

Guarantees Regarding Weather

Your safety is our primary concern. Should the conditions be deemed hazardous for charter operations by our accredited captain, you have flexible options:

  • Total Refund: If rescheduling isn't an option, a full refund is provided
  • Rescheduling: Postpone your charter to a later available date at no extra fee
  • Voucher for Charter: A credit that's valid for one year from the initial charter date

Procedure for Weather Assessment

The evaluation of weather includes:

  • Inspection of wind velocity and trajectory
  • Evaluation of wave stature and oceanic conditions
  • Forecasts of visibility and precipitation
  • Advisories and alerts from the Coast Guard
  • Assessment of safety by a professional captain

Decision Timing: Decisions for cancellations due to weather are typically made no later than 4 hours ahead of the scheduled departure.

Reimbursements for Medical Emergencies

Extraordinary Circumstances

We comprehend that medical emergencies are unforeseen. The following scenarios may be eligible for special refund consideration:

  • Sudden medical conditions or injuries requiring hospital admission
  • Passing of an immediate family member
  • Urgent military summons or redeployment
  • Mandatory jury service or legal summonses
  • Catastrophic events impairing travel

Verification for Emergencies

For emergency refund applications, kindly provide:

  • Physician's note or hospital reports
  • Obituary (where relevant)
  • Formal military directives
  • Legal notices or jury summons
  • Emergency bulletins or travel restrictions

Procedure: Emergency reimbursements are addressed within 3-5 business days after the proper documentation is presented.

Cancellations Due to Operational Issues

Technical Problems

If the allocated vessel is inoperable due to mechanical issues:

  • Replacement Vessel: We'll endeavour to arrange a similar vessel
  • Complete Refund: If there's no viable alternative
  • Partial Reimbursement: If the replacement vessel has a different cost
  • Indemnity: Additional compensation may be offered for any trouble caused

Unavailable Crew

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

  • Arrangement of an alternate crew when feasible
  • Complete refund if the charter can't go ahead
  • Rescheduling with no added charges

Processing of Refunds

Method of Payment

Reimbursements will be transacted through the same method initially used for the booking:

  • Credit Cards: Allow for 5-7 business days
  • Direct Bank Transactions: Give it 7-10 business days
  • Cash/Bank Draft: Typically takes 3-5 business days

Fees for Procedure

Credit Card Processing

A fee of €50 applies for cancellations with notice beyond 72 hours

Processing Through Bank Transfer

A €25 fee applies to all refunds via bank transfer

International Proceeding

Extra charges may be incurred for transactions across borders

Policy on Charter Vouchers

Issuance of Credits

In certain cases, charter credits might be presented instead of refunds:

  • Last-minute cancellations (under 24 hours notice)
  • Cancellations due to weather
  • Requests to postpone voluntarily
  • Delays caused by operational disruptions

Conditions for Credits

  • Duration of Validity: Credible for 12 months from the date of issue
  • Non-Assignable: Credits cannot be transferred to different individuals
  • Value: Corresponds to the full value of the charter minus service fees
  • Usage: Applicable towards any future charter
  • Expiry: Credits must be used within the 12-month period without extensions

Refunds for Incomplete Services

Interruptions of Service

In the event that your charter is hindered or curtailed due to reasons within our control:

  • A refund proportionate to the unutilized period
  • Voucher for another charter of identical value
  • Complimentary services or advantageous upgrades

Disruptions Due to Guests

In case a charter concludes prematurely owing to guest behaviour or infringement of safety rules:

  • No reimbursement for the time remaining
  • Full payment is still owed
  • Potential extra costs

Settling Disputes

If a discord arises regarding a refund verdict, you have the option to:

  • Solicit a review by our executive team
  • Offer extra proof or evidence
  • Look to consumer rights groups for resolution
  • Explore lawful solutions according to the relevant regulations

Applying for a Refund

Step 1: Reach Out

Commence your refund claim via:

Step 2: Submission of Details

Your request should contain:

  • Verification of booking
  • Scheduled date and time of charter
  • Cancellation rationale
  • Any supporting documentation (as required)
  • Chosen method for refund

Step 3: Assessment and Execution

Our staff will confirm receipt of your petition within a day's time, evaluate it in accordance with this policy, reach a conclusion within two days, and handle approved reimbursements within the designated periods.

Key Points to Remember

  • All refund applications must be made in a documented form
  • Refunds are made in € irrespective of the currency used for payment
  • We highly advocate purchasing travel insurance
  • This refund policy may be updated with an advance notice of 30 days
  • Refunds are subject to relevant taxes and legal stipulations

Getting in Touch

For inquiries regarding refunds or to submit a request:

Refunds Division
WillowFrameBox Marine Services Ltd.
Port Vell Marina
Barcelona 08039
Spain

Telephone: +34 932 21 74 45
Email: [email protected]
Operating Hours: Monday–Friday, 9:00 AM – 5:00 PM

Revision Date: August 15, 2025

We aim to provide a refund policy that is concise and straightforward. Please review these terms thoroughly before scheduling a charter, and do not hesitate to get in touch with us for any clarification.