Refund Policy

Transparent and straightforward refund terms for your confidence

Overview

We at MirrorGlassFrame recognize that plans can alter, and we are committed to enforcing just and unequivocal refund policies. This document provides the guidelines for obtaining refunds for our yacht rental services.

Please examine this policy meticulously prior to reserving a service. By securing a yacht rental from MirrorGlassFrame, you are concurring to these terms of refund.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Rental

100% Refund

Eligible for: Complete reimbursement minus administrative charges

Processing Duration: 5-7 business days

Administrative Fee: €50 for credit card payments

Requirements: Must be made explicitly via email or by phone

24-72 Hours Prior to Rental

50% Refund

Eligible for: Half of the whole rental fee

Processing Duration: 7-10 business days

Administrative Fee: €25 subtracted from the refund

Requirements: A valid justification is necessary; administrative expenses will apply

Less than 24 Hours Before Rental

No Refund

Eligible for: Refunds no longer available

Exception: Extreme situations may be taken into account

Alternative: Rental credit might be given at the discretion of the management

Requirements: Valid proof is necessary for emergency scenarios

Cancellations Due to Adverse Weather

Our Assurance in Case of Bad Weather

Our highest concern is safety. Should the weather be deemed hazardous for yachting by our certified captain, we propose pliable alternatives:

  • Complete Refund: If rescheduling is not doable, a full refund is provided
  • Reschedule: Shift your rental to a later date at no additional charge
  • Rental Credit: Attain a credit that is valid for one year from the original rental date

Procedure for Weather Evaluation

We assess weather conditions using:

  • Analysis of wind pace and its direction
  • Wave height and condition of the ocean
  • Visibility and forecasted precipitation
  • Advisories and warnings from the Coast Guard
  • Professional captain's assessment regarding safety

Timing for the Decision: Decisions on weather-related cancellations are made no later than 4 hours before the scheduled set off time.

Refunds in Case of Medical Emergencies

Emergency Events

We comprehend that medical crises can happen unexpectedly. The ensuing situations may receive special exemption:

  • Sudden disease or injuries necessitating hospitalization
  • Passing away of a close relative
  • Unexpected military assignments or recall
  • Mandatory judicial duty or summoning
  • Natural calamities affecting your ability to travel

Required Documentation

Documents required to accommodate requests for emergencies include:

  • Medical affidavit or hospital details
  • Certificate of death (when applicable)
  • Documented military directives
  • Summonses or jury duty notices
  • Advisories for travel or official declarations of emergency

Refund Timing: Post receipt of the required documents, emergency refunds are executed within 3-5 working days.

Refunds Due to Operational Issues

Breakdowns Mechanically

Should the yacht allocated to you fail mechanically and cannot be fixed:

  • Substitute Yacht: We will attempt to offer another yacht of similar specifications
  • Complete Refund: Issued if there’s an absence of an appropriate substitute
  • Partial Refund: Provided if the alternative yacht is of different pricing
  • Additional Compensation: May be offered as a gesture for the inconvenience encountered

When Crew is Unavailable

In the exceptional case of unavailability of certified crew:

  • Efforts will be made to find an alternative crew
  • A full refund will be given if the rental cannot be executed
  • Opportunity to reschedule without extra fees

Procedure for Refund Processing

Mode of Payment

Refunds are channeled to the initial method used at the time of booking:

  • Credit Cards: 5-7 working days
  • Bank Wires: 7-10 working days
  • Cash or Cheque: 3-5 working days

Fees Incurred During Processing

Credit Card Procedures

A fee of €50 applies for cancellations done with more than 72 hours' notice

Procedures for Bank Wires

A fee of €25 applies for all bank wire refunds

International Transactions

Additional costs may come into play for international movements of funds

Rental Credits

Conditions for Issuance of Credits

In specific situations, rental credits might be proposed instead of refunds:

  • Last-minute cancellations (within 24 hours of the scheduled time)
  • Cancellations due to weather
  • Voluntary requests for rescheduling
  • Interruptions due to operational difficulties

Terms for Credit

  • Validity Period: 12 months following issue date
  • Transferability: Credits are not assignable to third parties
  • Worth: Equates to the full value of rental (processing fees not deducted)
  • Application: May be used for any forthcoming rentals
  • Expiration: No extensions past 12 months

Compensation for Partially Rendered Services

Service Disruptions

Should your rental experience interruption or necessitate an early conclusion due to factors within our sphere of control:

  • A refund proportionate to the time not utilized
  • Credit towards a future rental of equivalent value
  • Gratuitous additional services or enhancements

Delays Due to Guests

If a rental is ended prematurely owing to the behavior of guests or breach of safety norms:

  • No return of funds for the time left
  • The total amount is still payable
  • Fees may be added on top of the original cost

Settling Disagreements

If you find yourself in disagreement with a resolution concerning a refund, you may:

  • Seek another review from our executive team
  • Submit extra information or confirmation
  • Look for an agreement through consumer protection establishments
  • Explore lawful courses of action in accordance with the established law

Process for Refund Requests

Step 1: Get in Touch

Forward your refund application through:

Step 2: Necessary Details

Provide the information below in your refund claim:

  • Code confirming your booking
  • Date and time of the yacht rental
  • Justification for the cancellation
  • Any pertinent support documents (if necessary)
  • Your preferred method for receiving the refund

Step 3: Review and Execution

Upon receipt, our team will recognize your application within 24 hours, evaluate against the policy, and deliver a conclusion within 48 hours. Any sanctioned refunds will be processed as per the timeframes mentioned earlier.

Key Points to Remember

  • All refund claims must be made in a written format
  • Refunds are issued in €, regardless of the currency used in the initial payment
  • Purchasing travel insurance is highly advocated
  • This policy may be amended provided a 30-days' notice is given
  • Refunds are subject to the pertinent taxes and legal stipulations

Contact Details

For refund-related enquiries or to tender a refund application:

Refunds Department
MirrorGlassFrame Marine Services Ltd.
Port Hercules
Monaco-Ville 98000
Monaco

Phone: +377 93 10 63 00
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Revision Date: July 20, 2025

This refund guideline is drafted for transparency and fairness. We encourage you to familiarize yourself with these terms prior to booking and reach out should you have any queries.