At Borrow A Boat, we understand that circumstances can change, and that’s why we offer a Refundable Booking option. Our travel cancellation policy allows customers to receive a full refund for their booking if they are unable to attend up to 24 hours before embarkation due to any of the reasons outlined below. Please note that providing the requested evidence for each case is essential.
Our Refundable Booking covers the cancellation costs owed to the charter company in case you (or an immediate relative) fall ill or are injured before the trip, preventing you from starting your journey. In addition to illness, we cover various other scenarios such as pregnancy complications, the death of an immediate family member, flight disruptions, adverse weather conditions, home emergencies, theft of documents, redundancy, jury service, court summons, armed forces and emergency services recall, work relocation, and changes of examination dates. We may also consider other emergency circumstances at our discretion.
To understand the full details of what we will and will not refund for each reason, we recommend reading the General Conditions of Refund and the individual reasons section provided below. It’s important to note that any reason for a refund should not have been foreseeable at the time of making the booking.
However, please keep in mind that we do not offer refunds in the following cases:
– If you made your booking by mistake or no longer want or need it.
– If your booking is cancelled, postponed, or cannot be fulfilled by the charter. In such cases, please reach out to our Customer Service team directly for further assistance regarding your refund.
– If your travel plans are affected by COVID-19 restrictions or if you’re concerned about catching the virus.
Requesting a Refund
When applying for a refund, we may request reasonable additional evidence to support your application, including proof of eligibility and intent to attend. The maximum refund value will not exceed 15,000 USD or the equivalent amount in your local currency.
To request a refund, simply use the “Support” section on our website or send us an email. Please note that the refund application must be completed within 60 days after the check-in date.
If you have already submitted a refund request, there is no need to resubmit it. Please keep in mind that the processing time of your refund may be affected by the time taken by your bank and any seasonal fluctuations. Our dedicated teams are fully committed to processing your refund as quickly as possible, and we appreciate your patience during this process.
Our comprehensive coverage guarantees:
| Illness / Injury | means an Illness or accidental Injury to a person in the Booking or an Immediate Relative. |
| What we do not refund | Where you cannot provide evidence that the person affected is within the Group due to Attending the Booking.Telephone or online consultations.Where You have not been physically examined by a Doctor prior to the date of the Booking.Conditions that are unpredictable and the event is more than two months in the future. |
| Evidence required | Doctor’s note or Medical Certificate confirming:The details of the illness or injury,The date it first occurred,That it prevents the person from Attending.Proof of relationship if the person is not in the Booking. Government communication, medical certificate or validated test for Covid. |
| Pre-existing Medical Condition | means a physical or mental health condition that You already had when You made the Booking that would not normally prevent You from Attending. |
| What we do not refund | Where guidelines for Your pre-existing medical condition would normally prevent You from Attending the Booking.Telephone or online consultations.Conditions that are unpredictable and the event is more than two months in the future.Pre-existing medical conditions of Immediate Relatives. |
| Evidence required | Doctor’s note or Medical Certificate confirming:Details of the illness,The date it changed,That it prevents the person from Attending. |
| Pregnancy Complication | means a complication of pregnancy You were unaware of when Booking and which means You cannot attend the Booking. |
| What we do not refund | Normal Pregnancy. |
| Evidence required | Doctor’s note or Medical Certificate confirming:Details of the complication,The date it occurred,That it prevents the person from Attending. |
| Death | means Your death any time prior to the Booking or the death of an Immediate Family member or any person(s) in the Group due to Attending the event, up to 35 days prior to the date of the Booked event. |
| What we do not refund | Where you cannot provide evidence that the person was within Your Immediate Family or in the Group due to Attend the Booking. |
| Evidence required | A death certificate.Proof of relationship. |
| Flight disruption | means cancellation of flight(s) which You were unaware of before the date of the Booking, that prevents You from Attending Your Booking. |
| What we do not refund | If Your flight is Your Booking and it is cancelled or postponed, your refund will not be paid through this service, contact Customer Services.If You were aware of the disruption prior to the date of the Booking and did not make reasonable suitable alternative travel arrangements. If the transport provider offers you a rebooking option before the check-in. If there is a financial failure of any Transport provider.If the purpose or reason for which You booked Your flight in order to Attend has altered or been cancelled.If You have not allowed sufficient time between flights.If You have only secured a standby position for the flight. |
| Evidence required | A copy of Your airline ticket and notice of cancellation or disruption from the airline. |
| Mechanical Breakdown | means in the 24 hours prior to the Booking, the mechanical breakdown, accident, fire or theft of a vehicle taking You to the Booking. |
| What we do not refund | If You did not leave sufficient time to travel to the Booking.If You did not make reasonable alternative arrangements to Attend the Booking.Any vehicle You plan to use during the Booking. |
| Evidence required | An incident number or report from the Police or relevant traffic authority. |
| Adverse Weather | means weather where a Government Agency has issued warnings not to travel which mean You cannot Attend. |
| What we do not refund | Adverse weather with no Government Agency warnings not to travel. |
| Evidence required | A copy of the travel warning from the Government Agency.Confirmation of relevant route closures. |
| Home Emergency | means a Burglary, Fire, Malicious Damage or Flood at Your main private residence within 48 hours immediately before the Booking. |
| What we do not refund | Any Home Emergency for which You cannot provide evidence as below. |
| Evidence required | Burglary, Flood, Malicious Damage – A Police reference number or evidence from the submission of a claim to Your home insurance company.Fire – A report from the fire service and/or police. |
| Theft of Document(s) | means the theft of a document necessary for the Booking, which cannot be replaced in time for the Booking. |
| What we do not refund | If the documents can be replaced in advance of the Booking or on the day.Lost documents. |
| Evidence required | A police report or crime number to confirm the theft dated within 24 hours of the theft taking place. (Self-declaration not accepted)An email from the Booking agent confirming they are unable to replace/re-issue the tickets. |
| Relocated for Work | means a requirement to move address imposed on You by Your current employer, unknown to You at the date of Booking. The move may be temporary or permanent and must be to a location that makes the travel requirement to Your Booking unreasonable. |
| What we do not refund | Attendance at business meetings and business travel.Any temporary relocation for work must be for a period of at least 3 months.Voluntary relocation or where you are changing employer for a new role.Where You are the business owner or registered Director, or a member of Your family is. |
| Evidence required | A letter from Your current employer confirming the relocation details.Evidence of living at the new address. |
| Redundancy | means You are unexpectedly made compulsorily redundant by Your employer. |
| What we do not refund | Where the redundancy was voluntary.Where You are dismissed from employment. |
| Evidence required | A letter of compulsory redundancy from Your employer. |
| Armed Forces & Emergency Services Recall | means You as a member of the Armed Forces, Reserve Armed Forces or Emergency Services are recalled to work on the date of the Booking or are posted overseas and cannot attend the Booking. |
| What we do not refund | You were aware of or had scheduled work on the date of the Booking, prior to making the Booking.You made an unsuccessful request for annual leave for the date of the Booking. |
| Evidence required | A note from Your Commanding Officer or Line Manager to confirm being called into work or duty and that this was not Your original schedule. |
| Jury Service | means a summons for You to Attend Jury Service over the date of the Booking of which You were unaware at the time of making the Booking. |
| What we do not refund | Any Jury Service for which You cannot provide evidence as below. |
| Evidence required | A copy of the letter requiring Jury Service. |
| Court Summons | means You are summoned to appear as a witness in court proceedings on the day of the Booking of which You were unaware of the time of making the Booking. |
| What we do not refund | Any Court Summons in which You are not there as a witness, including civil and criminal cases where you are involved in the case yourself as the plaintiff or defendant. |
| Evidence required | A copy of the Court Summons. |
At Borrow A Boat, we strive to provide transparency regarding our refund policy. Please note that the following specific reasons are not eligible for refunds, whether directly or indirectly associated with:
1. Natural Disasters and Acts of War:
– Actual or perceived occurrences such as wildfires, volcano eruptions, tsunamis, earthquakes
– War, hostilities, terrorism, civil commotion
– Strikes and industrial action
2. Legal Issues and Restrictions:
– Imprisonment, repatriation, deportation
– Exposure to poisonous biological materials or radioactivity
– Cyber Incidents or Cyber Acts
– State property seizure
3. Appointments and Administrative Matters:
– Non-attendance for naturalization, visa appointments, in-vitro fertilization, or other scheduled appointments
– Failure to comply with any law or legal requirement
4. Restricted Locations:
– Bookings originating from Cuba, Iran, North Korea, Russia, Sudan, or Syria
– Any Booking subject to sanctions, prohibitions, or restrictions under United Nations resolutions or the trade or economic sanctions, laws, or regulations of the European Union, United Kingdom, or United States of America
5. Time Limit:
– Bookings that exceed 18 months from the originally booked date until the conclusion of the transacted event
Definitions:
To ensure clarity, the following definitions apply throughout this document:
– We/Us/Our: Refers to the service provider with whom you made the booking.
– You/Your/Yourself: Denotes the person who made the booking, either alone or as part of a group with us.
– Charter: Represents the company or organization responsible for providing the boat/vessel..
– Armed Forces: Encompasses the Naval Service, Marines, Army, or Air Force.
– Attend: Indicates participation, presence, or use of the booked service(s)/event(s).
– Booking: Refers to the pre-planned and pre-booked service(s)/event(s)/ticket(s) transacted with us by you.
– Doctor: Denotes a qualified medical practitioner registered and licensed with a recognized professional body. Please note that you or a family member cannot serve as the doctor.
– Emergency Services: Encompasses the Police, Fire and Rescue Service, or other Emergency Services.
– Immediate Family: Includes your husband, wife, partner, civil partner, parent, child, brother, sister, grandmother, grandfather, or stepfamily.
– Immediate Household: Refers to persons living together at the same permanent address.
IMPORTANT:
– These reasons for non-refundable bookings are considered on a discretionary basis and do not guarantee a refund.
– This is not an insurance policy. A Refundable Booking is an optional extension to our standard Terms & Conditions of sale and trade, providing refunds for certain defined circumstances outlined in this document.