Refund and Cancellation Policy
Effective Date: July 14, 2025
This Refund Policy outlines the terms and conditions for cancellations, modifications, and refunds for yacht charter services provided by Monferado Yacht Rentals. This policy should be read in conjunction with our Terms and Conditions.
1. Policy Overview
We understand that plans can change, and we strive to be fair and flexible while protecting our business and crew. This policy balances the needs of our guests with the operational realities of yacht charter services.
1.1 Key Principles
- Transparency: Clear refund terms with no hidden fees
- Fairness: Reasonable timeframes for cancellations
- Flexibility: Options for rescheduling when possible
- Safety First: Weather-related cancellations prioritize guest safety
1.2 Deposits and Final Payments
- Deposit: 50% of charter fee required to secure booking
- Final Payment: Remaining 50% due 14 days before charter
- Additional Costs: Fuel, provisions, and extras charged separately
2. Guest Cancellation Timeline
Refund amounts are based on the number of days between cancellation notice and the charter start date:
| Cancellation Notice |
Refund Amount |
Retention Fee |
Notes |
| More than 60 days |
75% of total charter fee |
25% retained |
Administrative costs and rebooking efforts |
| 31-60 days |
50% of total charter fee |
50% retained |
Crew scheduling and lost booking opportunity |
| 15-30 days |
25% of total charter fee |
75% retained |
Limited time to rebook charter slot |
| Less than 15 days |
No refund |
100% retained |
Crew and vessel committed, minimal rebooking time |
2.1 Cancellation Process
- Written Notice: Submit cancellation request via email to [email protected]
- Confirmation: We'll confirm receipt and cancellation within 24 hours
- Refund Calculation: Refund amount calculated based on date of written notice
- Processing: Refunds processed within 5-10 business days
2.2 Special Circumstances
We may consider exceptions to the standard cancellation policy for:
- Medical emergencies (documentation required)
- Death in immediate family (death certificate required)
- Military deployment (orders required)
- Other extraordinary circumstances (case-by-case basis)
3. Weather-Related Cancellations
Guest safety is our top priority. Weather-related cancellations are handled differently from standard cancellations:
3.1 Captain's Authority
Our captains have final authority on weather-related safety decisions. Factors considered include:
- Wind speed and wave height
- Visibility conditions
- Weather forecasts and warnings
- Guest experience level and comfort
- Vessel suitability for conditions
3.2 Weather Cancellation Options
When a charter is cancelled due to weather, guests have the following options:
Full Refund
100% refund of all charter fees paid
- No cancellation penalty
- Processed within 5 business days
- Travel insurance may cover additional costs
Reschedule
Move charter to next available date within 12 months
- No additional fees
- Subject to availability
- Seasonal pricing differences may apply
Credit Note
Charter credit valid for 18 months
- 10% bonus credit added
- Transferable to family/friends
- Can be used for any charter
3.3 Partial Weather Delays
If weather delays the start of your charter but improvement is expected:
- Short Delays (1-3 hours): Charter extended to compensate for lost time
- Significant Delays (4+ hours): Proportional refund or rescheduling options
- Multi-day Charters: Alternative itineraries or partial refunds offered
4. Company-Initiated Cancellations
In rare circumstances, we may need to cancel a charter due to factors beyond our control:
4.1 Mechanical Issues
If mechanical problems make the vessel unsafe or unavailable:
- Primary Option: Alternative vessel of similar or higher class
- If No Alternative: Full refund plus 25% compensation
- Additional Expenses: Reimbursement for non-refundable travel costs up to $500 per party
4.2 Crew Unavailability
If certified crew becomes unavailable due to illness or emergency:
- Every effort made to provide replacement crew
- Full refund if no suitable crew available
- No compensation beyond refund (crew emergencies are force majeure)
4.3 Regulatory Issues
If government restrictions or port closures prevent charter operations:
- Full refund of all charter fees
- Assistance with rebooking when restrictions lift
- Force majeure clause applies (no additional compensation)
5. Charter Modifications
Changes to existing bookings are subject to availability and the following terms:
5.1 Date Changes
- More than 30 days: No change fee (subject to availability)
- 15-30 days: $200 CAD change fee
- Less than 15 days: $500 CAD change fee
- Seasonal Pricing: Price differences apply for peak season moves
5.2 Guest Count Changes
- Reducing Guests: No refund for reduced count (same vessel required)
- Adding Guests: Subject to vessel capacity and additional fees
- Safety Limit: Cannot exceed Transport Canada vessel capacity
5.3 Vessel Changes
- Upgrade: Pay difference in charter rates
- Downgrade: Refund difference in charter rates
- Availability: Subject to vessel availability on requested dates
6. No-Show Policy
If guests fail to appear for their scheduled charter without prior notice:
6.1 Grace Period
- Half-day Charters: 30-minute grace period
- Full-day Charters: 1-hour grace period
- Multi-day Charters: 2-hour grace period
6.2 No-Show Consequences
- No Refund: Full charter fee retained
- Shortened Charter: Remaining time may be used if vessel available
- Crew Costs: Additional charges may apply if crew held beyond normal hours
6.3 Communication is Key
If you're running late or have unexpected delays, please contact us immediately at +1 (819) 535-8894. We'll do our best to accommodate delays when possible.
7. Refund Processing
7.1 Processing Timeline
- Credit Card Refunds: 5-10 business days
- Bank Transfer Refunds: 3-5 business days
- Check Refunds: 10-14 business days (if requested)
- International Refunds: Additional 3-5 days for currency conversion
7.2 Refund Method
Refunds are processed using the same payment method used for the original booking:
- Credit card payments refunded to the original card
- Bank transfers refunded to the originating account
- Cash payments refunded by check or bank transfer
- Third-party bookings refunded to the booking agent
7.3 Partial Refunds
For partial refunds (e.g., shortened charters, service issues):
- Calculated on a pro-rata basis
- Minimum refund amount: $100 CAD
- Processing fees may apply for amounts under $200 CAD
- Alternative: Credit note for future bookings
7.4 Currency and Exchange Rates
- Refunds processed in the original payment currency
- Exchange rates: Bank rates at time of refund processing
- Currency conversion fees may apply for international payments
- USD payments: Converted at current Bank of Canada rate
8. Travel Insurance Recommendations
We strongly recommend purchasing comprehensive travel insurance to protect your investment:
8.1 Recommended Coverage
- Trip Cancellation: Covers non-refundable expenses if you can't travel
- Trip Interruption: Covers costs if you must end your trip early
- Medical Coverage: Emergency medical expenses while traveling
- Weather Coverage: Additional protection for weather-related disruptions
- Cancel for Any Reason: Maximum flexibility (higher premium)
8.2 When to Purchase
- Best Time: Within 14 days of initial booking
- Coverage Start: Immediately upon purchase
- Pre-existing Conditions: Must be covered within specified timeframe
8.3 Insurance Providers
We recommend consulting with reputable travel insurance providers such as:
- Travel Guard (AIG)
- World Nomads
- Allianz Travel Insurance
- CAA Travel Insurance (for Canadian residents)
- Your existing insurance provider
8.4 What Travel Insurance Typically Covers
Usually Covered:
- Illness or injury
- Death in family
- Job loss (involuntary)
- Natural disasters
- Terrorist incidents
- Mandatory quarantine
- Jury duty
- Military deployment
Usually NOT Covered:
- Change of mind
- Work conflicts
- Financial difficulties
- Pre-existing conditions (without waiver)
- Pregnancy (in some policies)
- Mental health issues (varies)
- High-risk activities
- Government travel advisories
9. Dispute Resolution
If you disagree with a refund decision or have concerns about our refund policy:
9.1 Internal Resolution Process
- Initial Contact: Email [email protected] with details
- Management Review: Senior management reviews all refund disputes
- Response Timeline: We'll respond within 5 business days
- Resolution Meeting: Phone or video call to discuss options
- Final Decision: Written confirmation of final resolution
9.2 External Dispute Resolution
If internal resolution is unsuccessful, you may pursue:
- Better Business Bureau: File a complaint with BBB Canada
- Small Claims Court: For amounts within jurisdictional limits
- Consumer Protection: Contact BC Consumer Protection Authority
- Credit Card Dispute: Chargeback through your credit card company
9.3 Documentation for Disputes
To support your case, please provide:
- Original booking confirmation
- Payment receipts
- Cancellation notice and timing
- Medical documentation (if applicable)
- Communication records with Monferado
- Travel insurance policy details
10.1 Cancellation Requests
10.2 Refund Inquiries
10.3 Emergency Cancellations
10.4 Required Information for All Requests
- Full name of primary booker
- Booking reference number
- Charter date and vessel name
- Reason for cancellation/modification
- Preferred resolution (refund, reschedule, credit)
- Contact information for follow-up
Special Circumstances Consideration
We understand that extraordinary circumstances can disrupt travel plans. While we maintain our standard refund policy for business reasons, we also recognize that exceptional situations may warrant special consideration.
We may offer additional flexibility for:
- Medical emergencies requiring hospitalization
- Death of immediate family member
- Natural disasters affecting your departure location
- Government-mandated quarantine or travel restrictions
- Military deployment orders
Each case is reviewed individually, and documentation is required. Additional flexibility may include extended rebooking periods, reduced change fees, or partial refund considerations beyond our standard policy.