Refund and Cancellation Policy
Straightforward and fair refund terms for your confidence
Overview
At CloudRiverHarbor, we recognize that plans can change, and we aim to offer clear and fair refund guidelines. This document explains the circumstances under which refunds may be provided for yacht charter bookings.
Please review this policy carefully before confirming a reservation. By booking a charter with CloudRiverHarbor, you accept and agree to these refund terms.
Standard Cancellation and Refund Timeline
Over 72 Hours Prior to Departure
Qualifies for: Full reimbursement less processing charges
Processing Time: 5–7 business days
Processing Fee: £50 for card payments
Conditions: Submit a written request via email or phone
24–72 Hours Before Charter
Qualifies for: 50% of the total charter price
Processing Time: 7–10 business days
Processing Fee: £25 deducted from the refund
Conditions: A reasonable justification is required; administrative fees apply
Under 24 Hours Before Departure
Qualifies for: Refunds are not available
Exception: Genuine emergencies may be reviewed
Alternative: A charter credit may be offered at management’s discretion
Conditions: Supporting documents required for emergency requests
Weather-Related Cancellations
Weather Assurance
Safety comes first. If our licensed captain determines conditions are unsafe for charter operations, we provide flexible choices:
- Full Refund: 100% back if rescheduling is not possible
- Reschedule: Move your trip to the next available date at no extra charge
- Charter Credit: Credit valid for 12 months from the original charter date
How We Assess Weather
We evaluate:
- Wind speed and direction
- Wave height and sea state
- Visibility and precipitation forecasts
- Coast Guard alerts and notices
- The captain’s professional safety judgment
Decision Window: Weather-related decisions are finalized no later than 4 hours before the scheduled departure.
Medical Emergency Refunds
Qualifying Emergencies
We understand that medical emergencies can arise. The following situations may receive special consideration:
- Acute illness or injury requiring hospitalization
- A death in the immediate family
- Unplanned military deployment or recall
- Jury service or court-ordered appearance
- Natural disasters that disrupt travel
Required Documentation
To review an emergency refund, please submit:
- A medical certificate or hospital record
- A death certificate (where applicable)
- Official military orders
- A court summons or jury duty notice
- Relevant travel advisories or emergency declarations
Processing: Emergency refunds are handled within 3–5 business days after receiving complete documentation.
Operational Cancellations
Mechanical Problems
If your assigned vessel has mechanical issues that cannot be fixed:
- Alternative Vessel: We’ll try to supply a comparable replacement
- Full Refund: If no suitable replacement is available
- Partial Refund: If the replacement carries a different rate
- Compensation: Additional consideration may be provided for the inconvenience
Crew Unavailability
In uncommon situations where certified crew are unavailable:
- We will arrange alternative crew where possible
- Full refund if the charter cannot proceed
- Reschedule at no extra charge
Refund Processing
Payment Method
Refunds are sent to the original payment method used:
- Credit Cards: 5–7 business days
- Bank Transfers: 7–10 business days
- Cash/Cheque: 3–5 business days
Processing Fees
Credit Card Processing
£50 fee for cancellations made more than 72 hours before departure
Bank Transfer Processing
£25 fee applied to all bank transfer refunds
International Processing
Extra fees may apply to international transactions
Charter Credits
When We Offer Credits
In some cases, we may provide charter credits instead of refunds:
- Late cancellations (under 24 hours)
- Weather-related cancellations
- Voluntary reschedule requests
- Operational disruptions
Credit Terms
- Validity: 12 months from the date of issue
- Transferability: Not transferable to other individuals
- Value: Full charter amount (no processing fees)
- Usage: Can be applied to any available charter
- Expiration: No extensions beyond 12 months
Partial Service Refunds
Service Interruptions
If your charter is interrupted or shortened due to factors within our control:
- A prorated refund for unused time
- A credit toward a future charter of equal value
- Complimentary services or upgrades
Guest-Related Interruptions
If a charter ends early because of guest conduct or safety violations:
- No refund for the remaining time
- Full payment still applies
- Additional charges may be assessed
Dispute Resolution
If you disagree with our refund decision, you may:
- Request a review by our management team
- Submit additional documentation or evidence
- Seek assistance from consumer protection agencies
- Pursue legal remedies available under applicable law
How to Request a Refund
Step 1: Contact Us
Send your refund request through:
- Email: [email protected]
- Phone: +44 20 7264 5312
- In person at our marina office
Step 2: Provide Details
Include the following with your request:
- Booking confirmation number
- Charter date and time
- Reason for cancellation
- Supporting documents (if applicable)
- Preferred refund method
Step 3: Review and Processing
We will confirm receipt within 24 hours, assess your request under this policy, provide a decision within 48 hours, and process approved refunds within the stated timelines.
Important Notes
- All refund requests must be submitted in writing
- Refunds are issued in £ regardless of the original payment currency
- We strongly recommend purchasing travel insurance
- This policy may change with 30 days’ notice
- Refunds are subject to applicable taxes and regulations
Contact Information
For questions about refunds or to submit a request:
Refunds Department
CloudRiverHarbor Marine Services Ltd.
St Katharine Docks Marina, 50 St Katharine's Way
London E1W 1LA
United Kingdom
Phone: +44 20 7264 5312
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM