Refund Policy

1. Overview

At Playenda, we understand that plans can change. This refund policy outlines our commitment to fair and transparent refund practices while protecting the sustainability of our maritime operations. We strive to be flexible while maintaining the quality and safety of our services.

2. Standard Cancellation and Refund Schedule

2.1 Guest-Initiated Cancellations

Refunds for guest-initiated cancellations are calculated based on the timing of the cancellation request:

3. Special Circumstances

3.1 Weather-Related Cancellations

When Playenda determines that weather conditions are unsafe for charter operations:

• Full Refund: 100% refund if no alternative date can be arranged
• Rescheduling Priority: First priority for rebooking at no additional cost
• Credit Option: 110% credit toward future charter (valid for 18 months)
• Partial Charter: Pro-rated refund if charter is shortened due to weather

3.2 Mechanical Issues

If Playenda must cancel due to vessel mechanical problems:

• Full Refund: Immediate 100% refund of all payments
• Alternative Vessel: Comparable vessel offered when available
• Compensation: Additional 25% credit for future charter
• Reasonable Expenses: Reimbursement for non-refundable travel expenses (up to $500 per party)

3.3 Medical Emergencies

For cancellations due to serious medical emergencies affecting the charter party:

• Documentation Required: Medical certificate or hospital admission records
• Compassionate Refund: 75% refund regardless of timing
• Future Credit: Option for 100% credit toward future charter (valid for 24 months)
• Transfer Option: Ability to transfer charter to family member or friend

3.4 Government Restrictions

For cancellations due to government-imposed restrictions (health orders, travel bans, etc.):

• Full Refund: 100% refund if charter cannot be rescheduled
• Extended Credit: 110% credit valid for 24 months
• Flexible Rescheduling: Multiple rescheduling options at no additional cost

4. Rescheduling Options

4.1 Voluntary Rescheduling

Guests may request to reschedule their charter instead of cancelling:

• Free Rescheduling: No fee for rescheduling 14+ days in advance
• Moderate Fee: $150 rescheduling fee for 7-13 days notice
• Standard Fee: $300 rescheduling fee for 3-6 days notice
• Subject to Availability: New dates must be available and confirmed

4.2 Weather-Related Rescheduling

• No Additional Cost: Free rescheduling for weather cancellations
• Priority Booking: First priority for available dates
• Same Season: Preferred rescheduling within same operating season
• Rate Protection: Honor original charter rate even if prices have increased

5. Refund Processing

5.1 Processing Timeline

• Standard Refunds: Processed within 5-7 business days
• Weather Refunds: Expedited processing within 3-5 business days
• Emergency Refunds: Same-day processing when possible
• Credit Card Refunds: May take additional 3-5 business days to appear

5.2 Refund Methods

• Original Payment Method: Refunds issued to original credit card or payment method
• Bank Transfer: Available for large refunds by request
• Certified Check: Available for refunds over $5,000
• Credit Account: Option to maintain credit for future charter

6. No-Show Policy

For guests who fail to appear for their charter without prior cancellation:

• No Refund: No refund provided for no-show guests
• Grace Period: 30-minute grace period before charter departure
• Emergency Contact: Attempt to contact guest during grace period
• Partial Charter: If guest arrives late, remaining charter time honored

7. Travel Insurance Recommendation

We strongly recommend that guests consider travel insurance to protect against:

• Unexpected medical emergencies
• Flight cancellations or delays
• Family emergencies requiring travel
• Job-related cancellations
• Other unforeseen circumstances

Playenda does not sell travel insurance but can provide recommendations for reputable providers.

8. Partial Service Refunds

8.1 Service Quality Issues

If charter services do not meet expected standards:

• Immediate Resolution: On-site resolution attempted first
• Partial Refund: Pro-rated refund for affected portion of charter
• Future Credit: Credit toward future charter with service upgrades
• Investigation: Full investigation of service quality concerns

8.2 Shortened Charters

For charters that must be shortened due to Playenda operational issues:

• Pro-Rated Refund: Refund for unused charter time
• Service Recovery: Complimentary services or upgrades
• Future Discount: Discount on next charter booking

9. Dispute Resolution

9.1 Refund Disputes

If you disagree with our refund determination:

• Management Review: Request review by senior management
• Documentation: Provide any supporting documentation
• Timeline: Dispute reviews completed within 10 business days
• Final Appeal: CEO review available for significant disputes

9.2 Third-Party Resolution

For unresolved disputes, the following options are available:

• Better Business Bureau mediation
• Tourism industry arbitration services
• Small claims court for qualifying amounts
• Consumer protection agencies

10. Special Event Considerations

10.1 Wedding and Large Events

Special considerations for wedding charters and events over 10 guests:

• Extended Timeline: More favorable refund schedule due to advance planning
• Vendor Coordination: Assistance with vendor notifications
• Alternative Dates: Priority assistance finding alternative dates
• Partial Guest Reduction: Flexible guest count adjustments

11. Contact Information

For all refund requests and inquiries:

12. Policy Updates

This refund policy may be updated periodically to reflect changes in our operations or industry standards. Guests will be notified of any material changes that affect existing bookings.