Refund Policy

Comprehensive and straightforward refund stipulations for your assurance

Overview

At SilverGrovePark, we recognize that plans can change, and we are committed to providing transparent and equitable refund policies. This document details the specific cases in which refunds for yacht charter services can be issued.

It is important to review this policy thoroughly prior to reserving a charter. In reserving a charter with SilverGrovePark, you are consenting to these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete refund excluding service charges

Processing Time: 5-7 business days

Processing Fee: €50 for credit card transactions

Conditions: Request must be made in writing through email or telephone communication

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total charter cost

Processing Time: 7-10 business days

Processing Fee: €25 subtracted from the refund amount

Conditions: A valid explanation is necessary; administrative costs are incurred

Less than 24 Hours Before Charter

No Refund

Eligible for: No refund is possible

Exception: Situations of emergency can be taken into consideration

Alternative: An offer for charter credit might be given at the discretion of the management

Conditions: Emergency cases must be substantiated with documentation

Weather-Related Cancellations

Our Weather Guarantee

Your safety is of paramount importance. In the event of unsafe conditions for charter operations as determined by our certified captain, we offer several alternatives:

  • Full Refund: If rescheduling is unfeasible, a full refund will be given
  • Reschedule: You can change the schedule of your charter to a new available date at no additional expense
  • Charter Credit: You may opt for a credit valid for one year from the date of the original charter

Weather Assessment Process

The weather evaluation consists of:

  • Analyzing the wind patterns and strength
  • Assessment of sea conditions and wave heights
  • Checking visibility and predicting precipitation
  • Updates from the Coast Guard, including advisories and cautions
  • Safety reviews by professional captains

Decision Timeline: Decisions concerning weather cancellations are made at most 4 hours before the departure time.

Medical Emergency Refunds

Emergency Situations

We are sympathetic to the occurrence of medical emergencies. The following events may grant eligibility for special refund considerations:

  • A sudden health condition or injury necessitating hospital care
  • A family bereavement
  • Unexpected military service duties
  • Legal obligations such as a court summons or jury duty
  • Travel disruptions caused by natural catastrophes

Documentation Required

For the processing of urgent refund claims, we require:

  • A medical statement or documentation from a hospital
  • An official death record (if relevant)
  • Confirmed military directives
  • Legal notices such as subpoenas or jury summons
  • Emergency declarations and travel warnings

Processing: Receipt of the necessary documents will result in the processing of emergency refunds within 3-5 business days.

Operational Cancellations

Technical Issues

If there are irreparable mechanical concerns with the vessel you have been allocated:

  • Substitute Vessel: We will attempt to find a similar vessel as a substitute
  • Complete Refund: If we cannot provide a suitable replacement
  • Partial Repayment: If the cost of the alternate vessel is less
  • Compensation: We may also offer compensation for the inconvenience experienced

Crew Issues

If a circumstance arises where the certified crew is unavailable:

  • We will arrange for an alternate crew when possible
  • A full refund will be issued if the charter cannot be undertaken
  • Rescheduling services at no additional charge

Refund Processing

Original Payment Means

We will recompense to the initial method of payment used during the reservation:

  • Credit Cards: This may take 5-7 business days
  • Bank Transfers: To be expected within 7-10 business days
  • Cash or Check: Typically 3-5 business days

Service Charges

Credit Card Transactions

A €50 charge applies for cancellations made with over 72 hours notice

Bank Transfer Reimbursements

For all bank transfer refunds, a €25 service charge applies

Additional Fees for International Transactions

Extra charges may be applicable for international operations

Charter Credits

Availability of Credits

In certain scenarios, instead of refunds, charter credits might be offered:

  • Cancellations nearer to the charter date, within less than 24 hours
  • Interruptions due to weather conditions
  • Requests for voluntary changes to reservation dates
  • Disruptions caused by operational factors

Terms Associated with Credits

  • Validity Period: Credits are good for use until one year from the date issued
  • Non-transferable: Credits may not be given to others
  • Monetary Value: Equal to the total value of the charter without any additional fees
  • Applicability: Credits can be applied to any future charters available
  • Non-extendable: No prolongations past the 12-month lifespan

Partial Service Reimbursements

Service Disruptions

Should your yacht excursion be cut short or disrupted due to our responsibility:

  • A proportional refund based on the unutilized duration
  • Credit that matches the unused portion for future use
  • Complimentary additional services or enhancements

Interruptions from Guest Actions

If a guest's behavior or safety missteps lead to an early termination of the charter:

  • No returns for the part not used
  • The entire amount is still owed
  • Extra fees could be levied

Resolving Disputes

Should you contest a refund decision, several avenues are available:

  • Ask for a secondary assessment from our management
  • Submit further proof or documentation
  • Contact consumer rights organizations for assistance
  • Engage in legal proceedings in accordance with the appropriate laws

Procedures for Refund Applications

Step 1: Reach Out

To initiate a refund, please contact us by:

Step 2: Submission of Details

Provide all necessary details in your communication:

  • The number confirming your booking
  • The scheduled date and time of your charter
  • Your reasons for canceling
  • Any relevant support documents
  • The way you would like your refund processed

Step 3: Assessing and Executing the Refund

We promise to acknowledge receipt of your request within a day, weigh it according to the guidelines herein, advise you of the determination within two days, and if approved, the refund will be processed as per the stated timelines.

Important Reminders

  • All applications for refunds must be documented
  • We execute refunds in € regardless of the payment currency used initially
  • Purchasing travel insurance is highly advised
  • This guide is subject to updates, which may occur with thirty days' notice
  • Refunds are influenced by taxes and relevant legal stipulations

Getting in Touch

For reimbursement inquiries or to lodge a refund request:

Department of Refunds
SilverGrovePark Marine Services Ltd.
Porto Montenegro
Tivat 85320
Montenegro

Telephone: +382 32 660 900
Email: [email protected]
Business Hours: Monday–Friday, from 9 AM to 5 PM

Date of the Last Update: August 21, 2025

We designed this refund guideline with fairness and clarity in mind. We strongly suggest you familiarize yourself with these terms ahead of booking and to approach us with any queries.