Returns and Refunds Policy
Transparent, fair refund terms to give you confidence
Summary
At PulseBridgeFold, we recognize plans can change, and we aim to offer clear, equitable refund guidelines. This document sets out when refunds may be provided for yacht charter services.
Please review this policy before booking. By reserving a charter with PulseBridgeFold, you confirm that you understand and accept these refund terms.
Standard Cancellation and Refund Timeline
Over 72 Hours Prior to Departure
Eligible for: Full reimbursement less processing charges
Processing Time: 5–7 business days
Processing Fee: €50 for credit card payments
Conditions: Submit a written request by email or phone
24–72 Hours Before Departure
Eligible for: 50% of the total charter price
Processing Time: 7–10 business days
Processing Fee: €25 deducted from the refund
Conditions: A valid reason is required; administrative fees apply
Under 24 Hours Before Departure
Eligible for: Refunds not available
Exception: Emergencies may be reviewed
Alternative: A charter credit may be granted at management’s discretion
Conditions: Documentation is required for emergency claims
Weather-Related Cancellations
Weather Assurance
Safety comes first. If our certified captain deems conditions unsafe for charter operations, we provide flexible choices:
- Full Refund: 100% back if rescheduling cannot be arranged
- Reschedule: Shift your charter to the next available date at no extra charge
- Charter Credit: Obtain a credit valid for 12 months from the original charter date
Weather Assessment Process
Our evaluation considers:
- Analysis of wind speed and direction
- Sea state and wave height
- Forecasts for visibility and precipitation
- Coast Guard notices and warnings
- Safety assessment by a professional captain
Decision Timeline: Weather-related cancellations are determined no later than 4 hours before the scheduled departure.
Medical Emergency Refunds
Qualifying Emergencies
We recognize medical emergencies can arise. The situations below may be considered for special accommodation:
- Acute illness or injury requiring hospitalization
- Bereavement in the immediate family
- Military deployment or urgent recall
- Jury service or court subpoena
- Natural disasters that disrupt travel
Documentation Requirements
To evaluate emergency refund requests, please supply:
- Medical certificate or hospital documentation
- Death certificate (if applicable)
- Official military orders
- Court summons or jury duty notice
- Travel advisories or emergency declarations
Processing: Once proper documentation is received, emergency refunds are issued within 3–5 business days.
Operational Cancellations
Mechanical Problems
If the assigned vessel has mechanical faults that cannot be remedied:
- Alternative Vessel: We will seek to provide a comparable replacement
- Full Refund: If no suitable replacement is available
- Partial Refund: If the replacement vessel has different pricing
- Compensation: Additional consideration may be provided for inconvenience
Crew Shortage
In uncommon situations where certified crew are unavailable:
- We will arrange alternative crew when possible
- Full refund if the charter cannot proceed
- Rescheduling at no extra cost
Refund Processing
Refund Method
Refunds are returned to the original payment method used for the booking:
- Credit cards: 5–7 business days
- Bank transfers: 7–10 business days
- Cash/cheque: 3–5 business days
Processing Fees
Credit Card Processing
A €50 fee applies to cancellations made more than 72 hours in advance
Bank Transfer Processing
A €25 fee applies to all bank transfer refunds
International Processing
Extra charges may apply to international transactions
Charter Credits
When Credits Are Provided
In some cases, charter credits may be provided instead of refunds:
- Late cancellations (under 24 hours)
- Weather-related cancellations
- Voluntary rescheduling requests
- Operational disruptions
Credit Conditions
- Validity: 12 months from the date of issue
- Transferability: Not transferable to third parties
- Value: Full charter amount (no processing fees)
- Usage: May be applied to any available charter
- Expiration: No extensions beyond 12 months
Partial Service Refunds
Service Disruptions
If your charter is disrupted or reduced due to factors within our control:
- Prorated refund based on unused time
- Credit toward a future charter of equal value
- Complimentary services or upgrades
Guest-Related Disruptions
If a charter ends early due to guest behavior or safety breaches:
- No refund for unused time
- Full payment remains due
- Additional charges may apply
Dispute Resolution
If you dispute a refund decision, you may:
- Ask our management team to review the decision
- 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: Reach Out
Send your refund request through:
- Email: [email protected]
- Phone: +377 93 30 12 34
- Visit our marina office in person
Step 2: Provide Details
Include the following with your request:
- Booking confirmation number
- Charter date and time
- Reason for cancellation
- Supporting documentation (if applicable)
- Preferred refund method
Step 3: Review and Processing
We will acknowledge your request within 24 hours, evaluate it against this policy, issue a decision within 48 hours, and process approved refunds within the published timeframes.
Important Notes
- All refund requests must be made 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 refund inquiries or to submit a refund request:
Refunds Department
PulseBridgeFold Marine Services Ltd.
Port Hercule, Quai Louis II
Monaco 98000
Monaco
Phone: +377 93 30 12 34
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM