Refund Policy
Clear and fair refund conditions for your peace of mind
Overview
At Tidelune, we understand that circumstances can change, and we strive to provide fair and transparent refund policies. This policy outlines the conditions under which refunds may be issued for yacht charter services.
Please read this policy carefully before making a booking. By booking a charter with Tidelune, you acknowledge and agree to these refund terms.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full refund minus processing fees
Processing Time: 5-7 business days
Processing Fee: $50 CAD for credit card transactions
Conditions: Must be requested in writing via email or phone
24-72 Hours Before Charter
Eligible for: 50% of total charter cost
Processing Time: 7-10 business days
Processing Fee: $25 CAD deducted from refund
Conditions: Valid reason required; administrative costs apply
Less than 24 Hours Before Charter
Eligible for: No refund available
Exception: Emergency circumstances may be considered
Alternative: Charter credit may be offered at management discretion
Conditions: Documentation required for emergency claims
Weather-Related Cancellations
Our Weather Guarantee
Safety is our top priority. If weather conditions are deemed unsafe for charter operations by our certified captain, we offer flexible options:
- Full Refund: 100% refund if rescheduling is not possible
- Reschedule: Move your charter to the next available date at no additional cost
- Charter Credit: Receive a credit valid for 12 months from original charter date
Weather Assessment Process
Our weather assessment includes:
- Wind speed and direction analysis
- Wave height and sea conditions
- Visibility and precipitation forecasts
- Coast Guard advisories and warnings
- Professional captain's safety evaluation
Decision Timeline: Weather cancellation decisions are made no later than 4 hours before scheduled departure.
Medical Emergency Refunds
Emergency Circumstances
We understand that medical emergencies can occur. The following situations may qualify for special consideration:
- Sudden illness or injury requiring hospitalization
- Death in immediate family
- Military deployment or emergency recall
- Jury duty or court subpoena
- Natural disasters affecting travel
Documentation Requirements
To process emergency refund requests, please provide:
- Medical certificate or hospital documentation
- Death certificate (if applicable)
- Official military orders
- Court summons or jury duty notice
- Travel advisories or emergency declarations
Processing: Emergency refunds are processed within 3-5 business days upon receipt of proper documentation.
Operational Cancellations
Mechanical Issues
If your assigned vessel experiences mechanical problems that cannot be resolved:
- Alternative Vessel: We will attempt to provide a comparable alternative
- Full Refund: If no suitable alternative is available
- Partial Refund: If alternative vessel has different pricing
- Compensation: Additional compensation may be offered for inconvenience
Crew Unavailability
In rare cases where certified crew becomes unavailable:
- Alternative crew will be arranged when possible
- Full refund if charter cannot proceed
- Rescheduling at no additional cost
Refund Processing
Payment Method
Refunds are processed to the original payment method used for booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
$50 CAD fee for cancellations more than 72 hours in advance
Bank Transfer Processing
$25 CAD fee for all bank transfer refunds
International Processing
Additional fees may apply for international transactions
Charter Credits
When Credits Are Offered
Charter credits may be offered as an alternative to refunds in certain circumstances:
- Late cancellations (less than 24 hours)
- Weather-related cancellations
- Voluntary rescheduling requests
- Operational disruptions
Credit Terms
- Validity: 12 months from issue date
- Transferability: Non-transferable to other parties
- Value: Full charter value (no processing fees)
- Usage: Can be applied to any available charter
- Expiration: No extension beyond 12 months
Partial Service Refunds
Service Interruptions
If your charter is interrupted or shortened due to circumstances within our control:
- Prorated refund based on unused time
- Credit for future charter of equal value
- Complimentary services or upgrades
Guest-Related Interruptions
If a charter is terminated early due to guest conduct or safety violations:
- No refund for unused time
- Full payment remains due
- Additional charges may apply
Dispute Resolution
If you disagree with a refund decision, you may:
- Request a review by our management team
- Provide additional documentation or evidence
- Seek resolution through consumer protection agencies
- Pursue legal remedies as available under Canadian law
How to Request a Refund
Step 1: Contact Us
Submit your refund request via:
- Email: [email protected]
- Phone: +1 780-354-4094
- In person at our marina office
Step 2: Provide Information
Include the following in your request:
- Booking confirmation number
- Charter date and time
- Reason for cancellation
- Supporting documentation (if applicable)
- Preferred refund method
Step 3: Review and Processing
Our team will:
- Acknowledge your request within 24 hours
- Review your request against our policy
- Provide a decision within 48 hours
- Process approved refunds within stated timeframes
Important Notes
- All refund requests must be submitted in writing
- Refunds are processed in Canadian dollars regardless of original payment currency
- Travel insurance is strongly recommended for additional protection
- This policy is subject to change with 30 days notice
- Refunds are subject to applicable taxes and regulations
Contact Information
For questions about refunds or to submit a refund request:
Refunds Department
Tidelune Marine Services Ltd.
1797 Comox Ave
Comox, BC V9M 3L9
Canada
Phone: +1 780-354-4094
Email: [email protected]
Hours: Monday-Friday, 9:00 AM - 5:00 PM PST