Refund Policy
Transparent and fair refund terms for your confidence
Overview
At SignalCanvasLight, we recognize that plans can change, and we aim to provide honest, transparent refund terms. This document explains the situations in which refunds may be granted for yacht charter services.
Please review this policy carefully before booking. By reserving a charter with SignalCanvasLight, you confirm that you understand and agree to these refund conditions.
Standard Cancellation and Refund Timeline
Over 72 Hours Prior to Departure
Eligible for: Full amount refunded, less processing charges
Processing Time: 5–7 business days
Processing Fee: £50 for payments made by credit card
Conditions: Request must be submitted in writing via email or phone call
24–72 Hours Prior to Departure
Eligible for: 50% of the total charter price
Processing Time: 7–10 business days
Processing Fee: A £25 fee will be deducted from the refund
Conditions: A valid justification is required; administrative fees apply
Under 24 Hours Before Departure
Eligible for: Not eligible for a refund
Exceptions: Emergencies may be reviewed
Alternative: A charter credit may be provided at management’s discretion
Conditions: Supporting documents are required for emergency claims
Weather-Related Cancellations
Weather Guarantee
Safety comes first. If our licensed captain deems the weather unsafe for operations, we offer flexible choices:
- Full Refund: Receive 100% back if rescheduling isn’t feasible
- Reschedule: Move your charter 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
Our evaluation considers:
- Wind speed and direction
- Wave height and overall sea state
- Visibility and precipitation forecasts
- Coast Guard notices and warnings
- The professional captain’s safety judgment
Decision Timeline: Decisions about weather cancellations are finalized no later than 4 hours before the scheduled departure.
Refunds for Medical Emergencies
Qualifying Emergencies
We recognize emergencies can happen. The following situations may qualify for special handling:
- Acute illness or injury requiring hospital care
- Bereavement in the immediate family
- Military deployment or urgent recall
- Jury service or a court subpoena
- Natural disasters that disrupt travel
Required Documentation
To evaluate emergency refund requests, please submit:
- A medical certificate or hospital paperwork
- A death certificate (if applicable)
- Official military orders
- A court summons or jury duty notice
- Travel advisories or official emergency declarations
Processing: Once valid documents are received, emergency refunds are issued within 3–5 business days.
Operational Cancellations
Mechanical Issues
If the assigned vessel has mechanical issues that cannot be remedied:
- Alternative Vessel: We will try to supply a comparable replacement
- Full Refund: If a suitable substitute isn’t available
- Partial Refund: If the replacement carries different pricing
- Compensation: Additional consideration may be provided for the inconvenience
Crew Unavailability
In uncommon cases where certified crew are unavailable:
- We will arrange alternative crew when possible
- Full refund if the charter cannot go ahead
- Rescheduling at no extra charge
Refund Processing
Payment 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
Additional charges may apply to international transactions
Charter Credits
When Credits May Be Offered
In some cases, charter credits may be provided instead of refunds:
- Late cancellations (under 24 hours)
- Weather-related cancellations
- Voluntary requests to reschedule
- Operational disruptions
Credit Terms
- Validity: 12 months from the date of issue
- Transferability: Not transferable to others
- Value: Full charter amount (no processing fees)
- Usage: May be applied to any available charter
- Expiration: No extensions beyond 12 months
Partial Refunds for Services
Service Interruptions
If your charter is interrupted or shortened due to issues within our control:
- Prorated refund for the unused time
- Credit toward a future charter of equal value
- Complimentary services or upgrades
Guest-Related Interruptions
If a charter ends early because of guest behavior or safety violations:
- No refund for unused time
- Full payment remains due
- Additional charges may be assessed
Dispute Resolution
If you dispute a 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 23 8012 3456
- In person at our marina office
Step 2: Provide Details
Please include the following:
- 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 under this policy, issue 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 processed in £ irrespective of the original payment currency
- Travel insurance is strongly recommended
- This policy may change with 30 days’ notice
- Refunds are subject to applicable taxes and regulations
Contact Information
For refund questions or to file a refund request:
Refunds Department
SignalCanvasLight Marine Services Ltd.
Ocean Village Marina, 2 Channel Way
Southampton SO14 3TG
United Kingdom
Phone: +44 23 8012 3456
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM