Service Guarantee Policy

This Service Guarantee Policy explains what Prestige Charters commits to delivering, what is not guaranteed due to the nature of marine activities, and what remedies may apply if we fail to provide the service as confirmed. This policy applies to all charters booked through www.prestigecharterscr.com, WhatsApp, email, phone, or any other channel. By booking or participating in a charter, you accept this policy along with our Booking Terms and Cancellation & Refund Policy.

Our Service Commitment

Prestige Charters commits to provide the charter service as confirmed in writing, which includes the vessel, captain and/or crew, and the standard inclusions listed in your booking confirmation (the “Confirmed Service”). We commit to operating with a strong focus on safety, professionalism, and guest experience, and to making reasonable efforts to deliver a seamless and high-quality day on the water.

What We Guarantee

We guarantee the following, as part of the Confirmed Service, subject to safety and force majeure conditions:

A seaworthy vessel and qualified crew: The vessel will be maintained and operated in accordance with safety standards, and the captain/crew will be qualified for the operation of the charter.

The charter duration and departure window as confirmed: We will make reasonable efforts to depart and operate within the scheduled timeframe shown in your confirmation, subject to marina operations, port authority instructions, and safety considerations.

The inclusions listed in the booking confirmation: Any items explicitly listed as included (for example, ice, water, soft drinks, beer, snacks, towels, sound system use, fishing gear, etc.) will be provided as described, or replaced with a comparable alternative if an item becomes unavailable unexpectedly.

A clean and ready vessel at boarding: The vessel will be prepared for guest arrival in a clean, safe, and guest-ready condition consistent with the vessel’s category and marine environment.

The captain’s duty of care and authority: The captain will prioritize safety and will make route and operational decisions in good faith to protect guests, crew, and the vessel.

What We Do Not Guarantee

Due to the inherent nature of ocean conditions and maritime operations, Prestige Charters does not guarantee:

Exact routes, destinations, or anchoring locations: We may adjust routes due to weather, sea state, port authority restrictions, traffic, or safety.

Calm seas, sunshine, or specific weather conditions: Weather is outside our control and can change quickly.

Wildlife sightings: Dolphins, whales, turtles, and other wildlife are never guaranteed.

Fishing outcomes: Catch quantity, species, or “success” is not guaranteed, even when gear is included.

Exact timing of every moment: Departure/return times may shift due to marina traffic, fueling, operational logistics, or safety.

Continuous connectivity: Cellular service, internet availability, or streaming reliability may vary at sea.

No interruptions: Marine equipment and systems can occasionally fail without warning despite proper maintenance.

Remedies If We Fail to Deliver the Confirmed Service

If Prestige Charters is unable to deliver the Confirmed Service due to a reason within our control, we will offer one of the following remedies, determined by Prestige Charters in good faith based on the circumstances:

Before departure, if the charter cannot proceed: A full refund of amounts paid, or rescheduling at no additional cost, at the customer’s choice (subject to availability).

After departure, if a significant service failure occurs: A partial refund or a credit toward a future charter may be offered, based on the portion of the charter delivered, the severity of the issue, and direct costs incurred (fuel, crew, marina fees). Once the charter has departed, no refund is guaranteed except where required by law.

Missing inclusions: If a listed inclusion is not available and we cannot provide a comparable substitute, we may offer a reasonable credit reflecting the value of the missing inclusion.

Definition of Significant Service Failure

A “significant service failure” generally means one of the following, when not caused by weather, sea conditions, port authority restrictions, force majeure, or guest conduct:

The vessel is unable to depart due to an avoidable operational reason within our control.

A major system failure that materially prevents the charter from operating as intended for a substantial portion of the booked time (for example, a mechanical failure that forces an early return shortly after departure).

A material mismatch between the confirmed vessel and the vessel provided, unless we offer an equal or upgraded substitute and the customer accepts.

Situations Not Eligible for Refunds or Credits

No refunds or credits will be provided for:

Route or destination changes made for safety, weather, sea conditions, marine traffic, wildlife conditions, or port authority instructions.

Guest dissatisfaction related to weather, sea motion, rain, wind, cloud cover, heat, or wildlife visibility.

Late arrivals, no-shows, or failure to follow boarding instructions.

Charters ended early due to guest conduct, intoxication, possession of illegal substances, harassment, unsafe behavior, or refusal to follow crew instructions.

Seasickness or personal discomfort (we recommend guests take appropriate precautions and consult a professional if concerned).

Limitations and Marine Environment Disclaimer

Marine environments naturally include salt, humidity, movement, and occasional odors typical of boats. Minor inconveniences consistent with normal marine operations are not considered service failures. Prestige Charters will still make reasonable efforts to maximize comfort and experience within realistic maritime conditions.

How to Report an Issue

If an issue arises during your charter, you must notify the captain or crew immediately so we have the opportunity to address it in real time. If you wish to request a remedy after the charter, you must contact Prestige Charters within 24 hours of the end of the charter, in writing, through the channel used to book. Requests should include your booking name/date and a brief description of the issue.

Relationship to Other Policies

This Service Guarantee Policy must be read together with our Booking Terms and our Cancellation & Refund Policy. In case of conflict, the policy that is more specific to the situation will apply, unless otherwise required by law.

Governing Law and Jurisdiction

This policy is governed by the laws of the Republic of Costa Rica. Any dispute arising from this policy shall be submitted to the competent courts of Costa Rica.

Contact

Official contact channels are listed on www.prestigecharterscr.com.