Cancellation & Refund Policy

• Each boat owner sets a specific cancellation policy for their boat.
• The cancellation policy is clearly displayed on the boat listing before making a reservation.
• Once the reservation is completed, the specified cancellation policy applies.
• Charterio acts as an intermediary platform in the cancellation process; refund decisions are automatically applied according to the established policies.

There are 4 different cancellation policy types on the Charterio platform:

3.1. Cancellation by Renter

To cancel a reservation:

1. Log in to your account and go to "My Reservations"
2. Select the reservation you want to cancel
3. Click the "Cancel" button
4. Specify the reason for cancellation (optional)
5. Complete the cancellation confirmation

3.2. Cancellation by Boat Owner

• The boat owner cannot cancel an approved reservation without a legitimate reason.
• In case of unjustified cancellation, the renter receives a 100% full refund.
• The boat owner's account may be temporarily suspended and permanently closed in repeated cases.
• Legitimate cancellation reasons: Technical failure, safety issue, official prohibition, etc.

3.3. Cancellation by Platform

Charterio reserves the right to cancel a reservation in the following cases:

• Violation of terms of use
• Suspected fraud
• Safety concerns
• Legal obligations

In such cases, a full refund is issued.

4.1. Refund Amount Calculation

The refund amount is calculated as follows:

4.2. Refund Process

• Refunds are automatically processed through Stripe, the original payment method.
• The refund is completed within 5-10 business days.
• Bank or credit card processing times may add an additional 3-5 business days.
• An email notification is sent when the refund is approved.

5.1. Refund in Case of Force Majeure

• 100% Full Refund: The rental fee is fully refunded
• Commission Refund: The platform's 20% commission is also refunded (returned to the boat owner)
• Service Fee Refund: The service fee charged to the renter is refunded
• Processing Fee Exception: Only Stripe processing fees are not refunded (typically ~1-2% of the total amount)

5.2. Force Majeure Documentation

• The party claiming force majeure must provide official documentation (meteorological report, government decree, etc.).
• Charterio reserves the right to evaluate and approve force majeure claims.
• Cases that cannot be documented are subject to the standard cancellation policy.

6.1. Platform Commission (20%)

• The commission is collected when the reservation is confirmed.
• In case of cancellation, the amount refunded to the renter is after commission deduction.
• Exception: In force majeure cancellations, the commission is also refunded.

6.2. Service Fee (7%)

• The 7% service fee charged to the renter is not refunded in normal cancellations.
• This fee covers platform usage, secure payment processing, and customer support.
• Exception: In force majeure cancellations, the service fee is refunded.

6.3. Stripe Processing Fees

• These fees are collected by Stripe during the payment transaction.
• Even when a refund is issued, Stripe does not refund the original processing fee.
• Processing fees are excluded from refunds even in force majeure cancellations.

6.4. Fee Comparison Table

7.1. Partial Cancellation

Partial cancellation of multi-day reservations (e.g., cancelling the last 2 days of a 5-day reservation) is not possible. The cancellation applies to the entire reservation.

7.2. Date Change

• To change the reservation date, you must first cancel the existing reservation and create a new one.
• The cancellation policy applies in this case as well.
• The boat owner may be flexible depending on availability, but this is not guaranteed.

7.3. Boat Malfunction or Unavailability

• If the boat is not available on the reservation day, the boat owner must offer an alternative boat or provide a full refund.
• In this case, the renter receives a 100% full refund + service fee refund.

7.4. Renter Late Arrival or No-Show

• If the renter does not arrive at the reservation time or the delay exceeds a reasonable period, the boat owner may report the situation to CharterIO customer support with supporting evidence (photos, timestamps, communication records).
• No-show evaluation is conducted manually by the Charterio team. If approved, no refund is issued and the rental amount is transferred to the boat owner.
• If the renter's delay has a reasonable cause (traffic, force majeure, failure of the boat owner to inform in time), a full or partial refund may be considered.

7.5. Disputes and Disagreements

In case of disputes regarding cancellation and refunds:

• First, contact Charterio customer support: support@charterio.com
• Charterio evaluates the situation impartially and proposes a solution.
• For unresolved cases, the dispute resolution mechanisms on the Terms of Use page apply.

For questions about cancellations and refunds, you can contact us: