Refund Policy

1. SCOPE This Refund Policy explains when and how Customers can receive a refund for trips booked on Turbo Yachts ("we", "us"). It is part of our Terms of Service. Refunds are issued back to the original payment method through our payment processor (Stripe). Turbo Yachts does not operate a wallet or store balance. The Owner's perspective on cancellations and the effect on Owner payouts is described in the Payout Policy. 2. CANCELLATION POLICIES (CHOSEN BY THE OWNER PER LISTING) Each yacht listing carries a cancellation policy chosen by the Owner. The policy that applies to a booking is the one snapshotted on the booking at the time of booking, regardless of any later change to the listing. The three policies are: 2.1 FLEXIBLE Cancellations made 24 hours or more before the trip start time: - 100% refund of the trip amount (base, add-ons, captain fee, cleaning fee) - Security deposit hold released in full Cancellations made less than 24 hours before the trip start time: - 0% refund of the trip amount - Security deposit hold released in full 2.2 MODERATE (default for new listings) Cancellations made 5 days or more before the trip start time: - 100% refund of the trip amount - Security deposit hold released in full Cancellations made between 2 days and 5 days before: - 50% refund of the trip amount - Security deposit hold released in full Cancellations made less than 2 days before: - 0% refund of the trip amount - Security deposit hold released in full 2.3 STRICT Cancellations made 30 days or more before the trip start time: - 100% refund of the trip amount - Security deposit hold released in full Cancellations made between 14 days and 30 days before: - 50% refund of the trip amount - Security deposit hold released in full Cancellations made less than 14 days before: - 0% refund of the trip amount - Security deposit hold released in full In all cases the cancellation policy applicable to the booking is displayed at the time of booking and again on the booking detail page. 3. SERVICE FEE The Service Fee charged by Turbo Yachts to the Customer is non-refundable except in the following cases: (a) the trip is cancelled by the Owner; (b) the trip is cancelled by the Captain or the Platform for safety, weather, vessel mechanical, or force majeure reasons; (c) we determine in our reasonable discretion that the refund is warranted (for example, gross misrepresentation of the listing). Where the Service Fee is refunded, it is returned together with the trip amount to the original payment method. 4. CANCELLATION BY THE OWNER OR THE CAPTAIN 4.1 If the Owner cancels a confirmed booking before the trip start time, the Customer receives a 100% refund of the trip amount and the Service Fee, and the security deposit hold is released. 4.2 Where reasonably possible, we will assist the Customer in finding a comparable replacement charter. This is a courtesy and not an obligation. 4.3 Repeated Owner-initiated cancellations may result in suspension of the Owner's account per the Terms of Service. 5. CANCELLATION FOR SAFETY, WEATHER, OR FORCE MAJEURE 5.1 The Captain has the final authority to refuse to commence, shorten, divert, or terminate a voyage for safety reasons, including weather, sea state, mechanical issues, regulatory restrictions, port closures, passenger conduct, or other events beyond reasonable control. 5.2 If a trip is cancelled before start for safety, weather, or force majeure reasons, the Customer receives a 100% refund of the trip amount and the Service Fee, and the security deposit hold is released. 5.3 If a trip is started and is shortened or terminated early for safety, weather, or force majeure reasons, a pro-rata refund based on the unused portion of the booked duration is issued. The Service Fee is refunded only at our discretion in such cases. Captain fee and cleaning fee are not refunded. 6. NO-SHOWS 6.1 A Customer is considered a no-show if any of the following occur at the agreed trip start location and time: (a) the Customer fails to appear within [the grace period defined on the booking, currently 30 minutes]; (b) the Customer is unable or unwilling to share the OTP required to start the trip; or (c) the Customer is unfit to board (for example, due to obvious intoxication or refusal to follow safety instructions) and the Captain reasonably refuses boarding. 6.2 A no-show is treated as a same-day cancellation by the Customer under the applicable cancellation policy (0% refund in all three policies). 6.3 The security deposit hold is released except to the extent the Captain submits valid Post-Trip Charges under Section 8. 7. CUSTOMER-INITIATED CHANGES (RESCHEDULING) 7.1 The Customer and Owner may agree to reschedule a trip to a different date or duration. A mutually agreed reschedule is not treated as a cancellation: the amount paid for the original booking is applied as credit toward the new booking. If the new booking costs more, the Customer pays the difference; if it costs less, the Customer is refunded the difference. The cancellation policy of the original booking does not apply to a mutually agreed reschedule. 7.2 If the parties cannot agree on a reschedule, the original booking remains subject to this Refund Policy (i.e., any cancellation will be governed by the applicable cancellation policy in Section 2). 8. POST-TRIP CHARGES AND THEIR EFFECT ON REFUNDS 8.1 After the trip ends, the Captain may submit charges for fuel, damage, overtime, or similar items within the window stated in the Payout Policy. 8.2 The Customer is notified and has 24 hours to dispute the charges through the Platform. If no dispute is raised, the charges are deemed accepted. 8.3 Accepted or admin-resolved charges are captured from the security deposit hold. Any unused portion of the deposit hold is released. Any shortfall above the deposit is charged to the Customer's payment method (off-session, with 3-D Secure / SCA where required). 8.4 If the Customer disputes the charges, our Administrators will review and may approve in full, approve in part, or deny. The admin decision is final for the purpose of settling payment on the Platform. 9. HOW REFUNDS ARE PROCESSED 9.1 Approved refunds are issued automatically through Stripe to the original payment method used for the booking. We cannot refund to a different card or account. 9.2 Typical timelines: - Refund initiation by Turbo Yachts: within [2] business days of approval - Receipt in your bank or card statement: typically [5] to [10] business days from initiation, depending on your issuing bank - Authorization-hold release (no capture): typically [3] to [7] business days from cancellation, but may take longer at your issuing bank's discretion 9.3 If a refund has not appeared in your statement within [14] business days of initiation, please contact your card issuer first, then contact us with the case reference. 10. CHARGEBACKS 10.1 If you believe a charge is incorrect, please contact us first. Initiating a chargeback before contacting us may delay resolution. 10.2 We respond to chargeback notices with the relevant evidence (booking record, communications, captain proof). The card network's final decision will determine the outcome. 11. REFUNDS NOT COVERED This policy does not cover: - Personal preference (e.g. you decided not to go after the cancellation window) - Weather conditions that did not result in cancellation by the Captain - Items, food, or beverages purchased separately from third parties - Travel costs, accommodation, or other consequential expenses incurred by you (see Limitation of Liability in the Terms) 12. CHANGES TO THIS POLICY We may update this Refund Policy from time to time. The version applicable to your booking is the one in effect on the date the booking was confirmed. 13. CONTACT Entity: Turbo Yachts Refunds: info@theturboyachts.com Support: info@theturboyachts.com