Refund Policy

Clear and fair refund conditions for your peace of mind

Overview

At PlainPlatformPortal, we recognize that situations may change, so we have established transparent and equitable refund terms. This document details the scenarios in which we may grant a refund for our yacht hiring services.

Prior to booking, please thoroughly review our refund policy. By reserving a charter with PlainPlatformPortal, you are consenting to these conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Full refund except for processing charges

Processing Time: 5-7 business days

Processing Fee: £50 for credit card transactions

Conditions: Must be submitted via written request through email or over the phone

24-72 Hours Before Charter

50% Refund

Eligible for: Half the total cost of the charter

Processing Time: 7-10 business days

Processing Fee: £25 deduction from the refund

Conditions: A valid justification is necessary; administrative costs will be incurred

Less than 24 Hours Before Charter

No Refund

Eligible for: No refunds are made available

Exception: Emergency situations may be taken into consideration

Alternative: At the discretion of the management, a credit for charter may be offered

Conditions: Emergency claims must provide supporting documentation

Weather-Related Cancellations

Our Weather Guarantee

Your safety is our paramount concern. If our certified captain determines that the weather conditions are too perilous for charter operations, we offer accommodating alternatives:

  • Full Refund: Provided that rescheduling is not an option
  • Reschedule: Transfer your charter to an alternative date at no extra cost
  • Charter Credit: A voucher valid for one year from the original charter date is provided

Weather Assessment Process

Evaluating the weather includes:

  • Analysis of wind speed and direction
  • Examination of wave height and ocean conditions
  • Visibility and rainfall forecasts
  • Marine advisories and cautions from the Coast Guard
  • Assessment of navigational safety by our professional captain

Decision Timeline: Decisions on weather-related cancellations are made at latest 4 hours prior to the planned departure time.

Medical Emergency Refunds

Emergency Circumstances

We comprehend that unforeseen medical emergencies may arise. Special consideration may be given for instances such as:

  • Sudden illness or injury demanding hospital admission
  • Death within the close family
  • Being called to serve in the military or an emergency recall
  • Being summoned for jury duty or a court subpoena
  • Natural catastrophes affecting one's travel plans

Documentation Requirements

For processing requests owing to emergency refunds, kindly provide:

  • A medical statement or hospital documents
  • A death certificate, when applicable
  • Official military orders
  • A court notice or jury duty directive
  • Emergency announcements or travel warnings

Processing: Emergency refunds are actioned within 3-5 business days after we receive the necessary documentation.

Operational Cancellations

Mechanical Issues

If your designated vessel suffers from mechanical setbacks that are irreparable:

  • Alternative Vessel: We endeavor to supply a similar substitute
  • Full Refund: In case no comparable selection is available
  • Partial Refund: If the replacement vessel is differently priced
  • Compensation: Further compensation for the inconvenience may be offered

Crew Unavailability

If a certified crew is unexpectedly not available:

  • An alternative crew may be orchestrated, if possible
  • A complete refund if the charter is infeasible
  • Rescheduling is offered with no additional fees

Refund Processing

Payment Method

All reimbursements are conducted through the original method of payment:

  • Credit Cards: 5-7 business days
  • Bank Transfers: 7-10 business days
  • Cash/Cheque: 3-5 business days

Processing Fees

Credit Card Processing

£50 fee for cancellations beyond 72 hours prior

Bank Transfer Processing

£25 fee for all bank transfer refunds

International Processing

Additional charges might apply to international transactions

Charter Credits

When Credits Are Offered

There may be certain conditions under which we provide credits instead of refunds:

  • Late cancellation notices (less than 24 hours before)
  • Charters called off due to weather issues
  • Vountary shifts in scheduling
  • Changes due to operational difficulties

Credit Terms

  • Validity: Lasts for 12 months after issuance
  • Transferability: Cannot be transferred to someone else
  • Value: Reflects the full price of the charter (excludes processing expenses)
  • Usage: Applicable towards any free charter option
  • Expiration: No prolongations past the 12-month limit

Partial Service Refunds

Service Interruptions

If your charter is disrupted or shortened due to factors within our sphere of influence:

  • Reimbursement on a prorated bases depending on the unutilised duration
  • Equitable credit for a future charter of matching worth
  • Complimentary offerings or enhancements may be provided

Guest-Related Interruptions

If a charter needs to be concluded prematurely because of guest behavior or safety infractions:

  • No reimbursement for the unutilised period
  • The full fee remains obligatory
  • Potential supplemental fees may be applied

Dispute Resolution

Disagreeing with a decision about your refund permits you to:

  • Ask our executive team to revisit your case
  • Deliver further evidence or records
  • Approach consumer protection entities for mediation
  • Resort to any available legal channels according to applicable statutes

How to Request a Refund

Step 1: Contact Us

Apply for a refund through the following channels:

Step 2: Provide Information

Ensure your request includes:

  • Your booking confirmation ID
  • Date and time of the charter
  • The rationale for cancellation
  • Any pertinent documents (when applicable)
  • Your desired method for the refund

Step 3: Review and Processing

We'll acknowledge receipt of your application within 24 hours, assess it in the context of this policy, arrive at a determination within 48 hours, and process accepted refunds as per the stipulated schedules.

Important Notes

  • Refund applications must be delivered in text form
  • Refunds are issued in £ regardless of the currency used for payment
  • Taking out travel insurance is highly recommended
  • We may modify this policy with a notice period of 30 days
  • Refunds are subject to laws, taxes, and regulations that apply

Contact Information

For further inquiries regarding refunds or to make a request, please contact:

Refunds Department
PlainPlatformPortal Marine Services Ltd.
Harbour Front Avenue
Southampton SO14 3TG
United Kingdom

Phone: +44 23 8000 0000
Email: [email protected]
Working Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: August 5, 2026

This refund policy has been constructed to be just and precise. We urge you to scrutinize these terms scrupulously before confirming your booking and to interact with us if there are any queries.