Refund Policy

1. Introduction

This Refund Policy outlines the terms and conditions under which SoftMarina ("we," "our," or "us") processes refunds for travel services booked through our website softmarina.sbs or directly with our travel specialists.

This policy should be read in conjunction with our Terms & Conditions, which contain important information about bookings, payments, and cancellations.

We understand that travel plans can change, and we aim to handle refund requests fairly and efficiently while balancing our commitments to service providers and operational costs.

2. Refund Eligibility

2.1 Cancellation by You

If you cancel your booking, your eligibility for a refund depends on:

• How far in advance of the departure date you cancel
• The specific terms of the travel services booked
• The cancellation policies of the service providers involved
• Whether your booking includes any non-refundable elements

Standard cancellation charges as outlined in our Terms & Conditions typically apply as follows:

• More than 90 days before departure: Loss of deposit
• 89-60 days before departure: 30% of total booking cost
• 59-30 days before departure: 60% of total booking cost
• 29-15 days before departure: 90% of total booking cost
• 14 days or less before departure: 100% of total booking cost

However, these charges may vary depending on the specific travel services booked. The cancellation policy applicable to your booking will be communicated to you during the booking process and will be included in your booking confirmation.

2.2 Cancellation by Us or Service Providers

If we or a service provider cancel your booking for reasons other than:

• Force majeure events (as defined in our Terms & Conditions)
• Your failure to make payments on time
• Your failure to provide required information
• Your violation of our Terms & Conditions or applicable laws

You will be entitled to either:

• A full refund of all monies paid to us; or
• An alternative travel arrangement of equivalent or superior quality, if available; or
• An alternative travel arrangement of lower quality, if available, with a refund of the difference in price.

2.3 Force Majeure Events

In the event of cancellation due to force majeure (such as natural disasters, pandemics, civil unrest, or government actions), our ability to provide refunds may be limited by the policies of our service providers. We will:

• Work diligently on your behalf to secure the maximum possible refund from service providers
• Attempt to negotiate alternative travel dates or services where possible
• Process any refunds received from service providers less a reasonable administration fee to cover our costs

While we will make every effort to secure refunds in force majeure situations, full refunds cannot be guaranteed, and processing times may be extended.

2.4 Non-Refundable Bookings

Some travel services are offered at special rates that are explicitly non-refundable. These will be clearly identified during the booking process. By proceeding with a non-refundable booking, you acknowledge and accept that you will not be entitled to a refund if you cancel for any reason.

We strongly recommend purchasing comprehensive travel insurance that includes cancellation coverage to protect against unexpected circumstances.

3. Refund Process

3.1 How to Request a Refund

To request a refund, you must:

1. Submit your cancellation request in writing to [email protected]
2. Include your booking reference number and the reason for cancellation
3. Provide any supporting documentation that may be relevant to your refund request (e.g., medical certificates, official travel advisories)

Verbal cancellation requests cannot be accepted. Your cancellation is only effective from the date we receive your written request.

3.2 Refund Processing Timeline

We will process refund requests as follows:

• We will acknowledge receipt of your refund request within 3 business days
• We will calculate the refund amount based on the applicable cancellation policy and inform you of this amount within 10 business days
• Once you confirm acceptance of the refund amount, we will process the refund within 14 business days
• For refunds that depend on service providers, the timeline may be extended as we await their processing

Please note that while we process refunds promptly from our side, the time for the refund to appear in your account depends on your payment provider and typically takes 5-10 business days after we process the refund.

3.3 Refund Method

Refunds will be issued to the original payment method used for the booking:

• Credit or debit card payments will be refunded to the same card
• Bank transfer payments will be refunded to the originating bank account
• Other payment methods will be refunded as appropriate or as agreed with you

If the original payment method is no longer available or valid, we will contact you to arrange an alternative refund method, which may require additional verification.

3.4 Partial Refunds

In some cases, only part of your booking may be eligible for a refund. For example:

• Some elements of a package may be non-refundable while others are refundable
• Deposits may be non-refundable even when other payments are refundable
• Service fees or booking fees may be non-refundable

We will clearly explain any partial refund calculation when processing your refund request.

3.5 Administration Fees

For refund processing, the following administration fees may apply:

• Standard cancellations: £50 per booking
• Complex bookings involving multiple service providers: up to £100 per booking
• Last-minute cancellations (within 14 days of departure): £100 per booking

These fees cover our costs in processing cancellations and securing refunds from service providers. Administration fees will be deducted from the refund amount.

4. Special Circumstances

4.1 Travel Insurance Claims

If you have travel insurance, many cancellation scenarios may be covered by your policy. We will provide the necessary documentation to support your insurance claim, including:

• Confirmation of booking and payments made
• Cancellation confirmation
• Statement of cancellation charges applied
• Any other relevant documentation required by your insurer

Please note that you are responsible for submitting claims to your insurance provider and for complying with their requirements and processes.

4.2 Illness or Medical Emergency

If you need to cancel due to illness or medical emergency:

• Notify us as soon as possible in writing
• Provide a medical certificate or doctor's note if you wish to request special consideration
• Contact your travel insurance provider, as they may cover cancellation costs

While our standard cancellation policy will typically apply regardless of the reason for cancellation, we may, at our discretion, offer more favorable terms in cases of serious illness or emergency. This is assessed on a case-by-case basis.

4.3 Death or Serious Illness of Traveler or Close Relative

In the unfortunate event of death or serious illness of a traveler or their close relative:

• We will handle your cancellation with sensitivity and care
• We may, at our discretion, offer more flexible refund terms
• We will work with service providers to maximize refunds or offer rebooking options
• Supporting documentation may be required

4.4 Travel Advisories and Destination Safety

If an official government travel advisory recommends against travel to your destination after you have booked:

• We will review the specific advisory and its implications
• We will work with service providers to secure refunds or alternative arrangements
• Your travel insurance may cover cancellation in these circumstances

The refund amount will depend on the timing of the advisory and the policies of the service providers involved. We will make every reasonable effort to secure the maximum possible refund.

5. Changes Instead of Cancellation

If you need to change your travel plans rather than cancel entirely, this may be a better option financially:

5.1 Date Changes

Changing your travel dates may incur lower fees than full cancellation. The ability to change dates and associated fees depend on:

• The flexibility of the fare or rate booked
• How far in advance the change is requested
• Availability for the new dates
• Price differences between original and new dates

Change fees typically range from £25 to £100 per person, plus any difference in rate or fare.

5.2 Transferring Bookings to Another Person

In some circumstances, you may be able to transfer your booking to another person if you are unable to travel. This is subject to:

• Notification to us at least 30 days before departure
• The new traveler meeting all requirements (e.g., visa, health) for the journey
• Payment of a transfer fee (typically £100 per person)
• Payment of any additional costs imposed by service providers

Not all bookings are transferable due to airline restrictions or other service provider policies. We will advise you if transfer is possible upon request.

6. Travel Vouchers and Future Credit

6.1 Vouchers Instead of Refunds

In some circumstances, particularly in cases of force majeure or when service providers are not offering cash refunds, we may offer travel vouchers or credit instead of cash refunds.

These vouchers typically:

• Are valid for 12-24 months from the issue date
• Can be used for any travel services we offer
• May include bonus value (e.g., 10% extra) as an incentive
• Are non-transferable unless explicitly stated otherwise

Accepting a voucher is optional. If you prefer to wait for a cash refund, we will continue to pursue this with service providers, though the timeline may be extended.

6.2 Voucher Terms and Conditions

Travel vouchers are subject to the following conditions:

• Must be used for new bookings by the expiration date
• Can be applied to any travel service we offer, subject to availability
• Cannot be redeemed for cash
• Can be used in conjunction with other forms of payment if the new booking exceeds the voucher value
• No change or credit will be issued for bookings that cost less than the voucher value
• Lost or stolen vouchers cannot be replaced

The specific terms applicable to your voucher will be communicated when the voucher is issued.

7. Protecting Your Booking

7.1 Travel Insurance

We strongly recommend that all travelers purchase comprehensive travel insurance that includes cancellation coverage as soon as they book their journey. Good travel insurance can provide coverage for:

• Cancellation due to illness, injury, or death of you or a close relative
• Cancellation due to other unforeseen circumstances
• Travel delays and interruptions
• Medical emergencies during travel
• Lost or delayed baggage

We can provide information about travel insurance options, or you can arrange your own coverage.

7.2 Flexible Booking Options

For travelers concerned about potential changes to their plans, we offer more flexible booking options that may include:

• Reduced deposit requirements
• More favorable cancellation terms
• Free date change options
• Pay-later plans with delayed final payment deadlines

These flexible options typically come at a higher price point than standard non-flexible rates but provide greater peace of mind and financial protection.

8. Disputes and Complaints

If you are dissatisfied with our handling of a refund request, please follow these steps:

1. Contact our customer service team at [email protected] with details of your concern
2. Include your booking reference, details of previous communications, and why you believe our refund decision should be reconsidered
3. We will review your case and respond within 14 business days

If you remain dissatisfied after this process, you may be entitled to refer the matter to an alternative dispute resolution (ADR) entity. We will provide details of the relevant ADR entity upon request.

For bookings made within the European Union, you may also use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

9. Amendments to This Policy

We reserve the right to amend this Refund Policy at any time. The updated policy will be posted on our website with a revised "Last Updated" date.

The Refund Policy in effect at the time of your booking will apply to that booking, even if the policy is subsequently changed.

For existing bookings, we will notify customers of any material changes to the Refund Policy that might affect them.

10. Contact Information

If you have any questions about this Refund Policy or need to request a refund, please contact us at:

SoftMarina
Studio 04w Rogers Union
Mitchellburgh LL12 9NR
United Kingdom

Email: [email protected]

Phone: +44 345 913 0702

For urgent refund requests related to imminent departures, please call our emergency line at +44 345 913 0702.