Refund Policy

1. Overview

This Refund Policy outlines the terms and conditions for refunds on yacht charter bookings with Cayinfoaz. We understand that plans can change, and we strive to be fair while protecting our business operations and crew scheduling.

2. Standard Cancellation Policy

Our refund amounts are based on when you cancel your charter relative to your scheduled departure date:

3. Weather-Related Cancellations

3.1 Safety-Based Cancellations

If we must cancel your charter due to unsafe weather conditions as determined by our Captain, you will receive:

• Full refund if the charter cannot be rescheduled
• Rescheduling option to any available date within 12 months
• No penalties or fees for weather-related cancellations

3.2 Partial Weather Delays

If weather delays the start of your charter but conditions improve:

• We will provide the maximum charter time possible
• Refunds will be prorated based on lost charter time
• No additional fees will be charged

3.3 Guest-Initiated Weather Cancellations

If you choose to cancel due to weather concerns but conditions are deemed safe by our Captain:

• Standard cancellation policy applies
• No weather-related refund exemptions
• Rescheduling may be available based on our standard terms

4. Mechanical Issues and Force Majeure

4.1 Vessel Mechanical Problems

If mechanical issues prevent your charter:

• Alternative vessel offered when available
• Full refund if no suitable alternative exists
• Rescheduling priority for future dates
• No penalties for mechanical cancellations

4.2 Force Majeure Events

For events beyond our control (natural disasters, government restrictions, pandemics):

• Full refund or rescheduling options available
• Extended rescheduling period (up to 24 months)
• Travel vouchers for future charters

5. Booking Modifications

5.1 Date Changes

Modifications to your charter date:

• More than 30 days before: One free date change
• 15-30 days before: $200 CAD modification fee
• Less than 15 days: Subject to standard cancellation policy

5.2 Guest Count Changes

• Reducing guests: No refund for reduced guest count
• Adding guests: Additional fees apply if vessel capacity allows
• Vessel upgrades: Price difference must be paid in advance

5.3 Itinerary Changes

• Minor route adjustments: No additional fees
• Major destination changes: Subject to fuel and distance charges
• Extended charter times: Additional hourly rates apply

6. No-Show Policy

If you fail to appear for your charter without prior notice:

• No refund will be provided
• No rescheduling options available
• Full charter fee is forfeited
• Contact us immediately if you're running late

7. Charter Termination

7.1 Safety Violations

Charter termination due to guest safety violations or misconduct:

• No refund for remaining charter time
• Full charter fee remains due
• Additional costs may apply for damages

7.2 Early Voluntary Departure

If you choose to end your charter early:

• No refund for unused charter time
• Transportation arrangements at your expense

8. Refund Processing

8.1 Processing Timeline

• Credit card refunds: 5-10 business days
• Bank transfer refunds: 3-7 business days
• Check refunds: 10-15 business days

8.2 Refund Method

Refunds will be processed using the same payment method as the original booking unless otherwise requested.

8.3 Currency and Exchange Rates

• Refunds processed in Canadian Dollars (CAD)
• Currency exchange rates may affect final amounts
• Bank fees may apply for international transactions

9. Travel Insurance

We strongly recommend purchasing travel insurance to protect against:

• Trip cancellation for medical reasons
• Family emergencies
• Travel delays and disruptions
• Personal property loss

Travel insurance may provide coverage for situations not covered by our refund policy.

10. Google Ads and Marketing Compliance

Our refund policy complies with advertising standards and Google Ads policies:

• Clear and transparent refund terms
• No misleading refund promises
• Consistent policy enforcement
• Fair consumer protection practices

11. Special Circumstances

11.1 Medical Emergencies

For documented medical emergencies:

• Case-by-case review of refund requests
• Medical documentation required
• Rescheduling options prioritized

11.2 Bereavement

For immediate family bereavement:

• Compassionate rescheduling available
• Extended rescheduling periods
• Documentation may be required

11.3 Corporate and Group Bookings

Special terms may apply for:

• Large group charters (16+ guests)
• Multi-day expedition bookings
• Corporate event charters
• Wedding and special occasion bookings

12. Dispute Resolution

12.1 Internal Resolution

We encourage direct communication for refund disputes:

• Contact our customer service team first
• Provide all relevant documentation
• Allow 5-7 business days for review

12.2 External Mediation

If internal resolution is unsuccessful:

• Third-party mediation available
• Consumer protection agency assistance
• Legal arbitration as final resort

13. Contact Information for Refunds

Required Information for Refund Requests

Please include the following when requesting a refund:

• Booking confirmation number
• Charter date and vessel name
• Reason for cancellation
• Preferred refund method
• Supporting documentation (if applicable)

14. Policy Updates

This refund policy may be updated to reflect:

• Changes in business operations
• Legal or regulatory requirements
• Industry best practices
• Customer feedback and improvements

Existing bookings will be governed by the policy in effect at the time of booking.