Refund Policy

Unambiguous and equitable refund conditions for your assurance

Overview

At WhiteRockMarket, we recognize that situations can change, and we are committed to providing straightforward and honest refund policies. This policy stipulates the terms under which refunds may be granted for yacht charter services.

Please peruse this policy thoroughly prior to booking. By reserving a charter with WhiteRockMarket, you are consenting to these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Entire refund excluding processing charges

Processing Time: 5-7 business days

Processing Fee: $50 for credit card transactions

Conditions: Must be petitioned in writing via email or telephone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total charter cost

Processing Time: 7-10 business days

Processing Fee: $25 deducted from the refund

Conditions: Legitimate reason necessary; administrative expenses incurred

Less than 24 Hours Before Charter

No Refund

Eligible for: Refunds are not available

Exception: Consideration may be given for emergencies

Alternative: An offer of credit for charter may be provided at the discretion of the management

Conditions: Supporting documentation needed for claims of emergency

Weather-Related Cancellations

Our Weather Guarantee

Your safety comes first. If the weather conditions are deemed hazardous for charter operations by our certified captain, we provide adaptable options:

  • Full Refund: Returned in full if rescheduling is unfeasible
  • Reschedule: Change your charter to an alternate availability without extra charges
  • Charter Credit: Issuance of a credit valid for one year starting from the original date of the charter

Weather Assessment Process

Our evaluation of weather conditions includes:

  • Analyzing wind speed and direction
  • Evaluating wave height and oceanic conditions
  • Forecasts for visibility and precipitation
  • Advisories and warnings from the Coast Guard
  • Safety assessment by a professional captain

Decision Timeline: Determinations regarding weather cancellations are made at least 4 hours ahead of the planned departure.

Medical Emergency Refunds

Emergency Situations

We recognize that medical crises can occur. The following incidents may be eligible for special considerations:

  • Sudden medical conditions or injuries necessitating hospital stays
  • Passing of a close family member
  • Compulsory military service or urgent recall
  • Mandatory court appearances or jury service
  • Natural catastrophes impacting your travel plans

Proof Requirements

To accommodate requests for emergency refunds, please submit:

  • A medical statement or hospital reports
  • Death certificate (where applicable)
  • Official military directives
  • Legal summons or jury notices
  • Public notices or emergency warnings related to travel

Processing: Requests for emergency refunds are handled within 3-5 business days after documentation is received.

Operational Cancellations

Mechanical Difficulties

If the vessel designated for you encounters mechanical issues that can't be fixed promptly:

  • Substitute Vessel: We'll seek to provide a yacht of comparable quality
  • Full Refund: If we can't find a suitable replacement
  • Partial Refund: If there's a disparity in pricing with the substitute vessel
  • Compensation: We may offer extra compensation for the inconvenience

Crew Issues

In occasional instances where our certified crew is not available:

  • We'll arrange an alternative crew if feasible
  • A full refund is provided if the charter can't go ahead
  • Rescheduling options available at no extra fee

Refund Procedures

Refund Methods

Approved refunds are processed through the original method of payment used for the reservation:

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

Fee Details

Credit Card Transactions

A $50 charge applies to cancellations made beyond 72 hours before

Bank Transfer Fees

A $25 charge applies to all bank transfer repayments

International Operations

Supplementary charges might be incurred for transactions across borders

Allocation of Charter Credits

Scenarios for Credit Issuance

Credits for charters may be given instead of refunds under certain conditions:

  • Last-minute cancellations (under 24 hours notice)
  • Cancellations tied to weather issues
  • Voluntary requests to change dates
  • Interruptions due to operational concerns

Terms of Credits

  • Validity: Credits are effective for 12 months from the date of issue
  • Transferability: Credits are not transferrable to other individuals
  • Value: Credits cover the entire value of the charter with no handling fees
  • Utilization: Credits can be used towards any future available charter
  • Expiry: There will be no extensions past the 12-month period

Reimbursements for Partial Services

Service Disruptions

If your charter experience is interrupted or shortened due to our operational issues:

  • Prorated repayment reflective of the portion not used
  • Credit for another equivalent charter
  • Additional complimentary services or upgrades may be offered

Interruptions Caused by Guests

In cases where charter termination is necessitated by the behavior or safety breaches of guests:

  • There will be no refund for the unused portion of services
  • Full payment is still mandatory
  • Additional possible fees for damages or violations

Conflict Resolution

Should there be any disputes concerning refunds, options include:

  • Petitioning for a reassessment by our management
  • Providing supplementary documentation or evidence
  • Engaging with consumer protection bodies
  • Seeking legal courses as applicable

Guidelines for Refund Petition

Step 1: Reach Out

To submit a refund request, contact us via:

Step 2: Document Submission

Provide the essential information for your request to be considered:

  • Confirmation number of your booking
  • Details of the charter date and time
  • Explanation for the cancellation
  • Any relevant documentation (if needed)
  • Your preferred method for refund

Step 3: Evaluation and Execution

Our department will acknowledge your request within a day, compare it to the policy guidelines, deliver a verdict within two days, and if approved, proceed with the refund according to the mentioned processing periods.

Significant Points to Note

  • All requests for refunds must be presented in written form
  • Refunds are handled in $ irrespective of the currency used for the original payment
  • It is highly advisable to consider travel insurance
  • This refund policy is subject to modifications after a 30-day notice
  • Refunds will adhere to relevant taxes and legalities

For More Information

For inquiries or to initiate a refund request, you can reach out to:

Refunds Department
WhiteRockMarket Marine Services Ltd.
Marina Pointe Drive, Marina del Rey
Los Angeles CA 90292
USA

Phone: +1 310-822-1200
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: August 22, 2026

This refund policy is formulated to be open and clear-cut. We urge you to scrutinize these provisions rigorously before reservation and get in touch with us should you have any questions.