Dispute Resolution Policy

    How we handle complaints — quickly, fairly, and free of charge.

    Last updated: 9 May 2026 · Greek law applies. Exclusive jurisdiction lies with the courts of Athens, Greece.

    Anything you book through Athena Catamarans should match what we promised in writing. When it doesn't, we want to know — and we have a fixed procedure to put it right.

    Step 1 — Direct contact

    Email [email protected] with the subject line "Complaint <your booking reference>". A senior charter manager replies within five business days — often the same day.

    Please include:

    • The booking reference number from your charter contract.
    • What was promised (quote line, contract clause, or email confirmation).
    • What actually happened.
    • What outcome you are seeking.
    • Any photographs or supporting documents.

    Step 2 — Internal escalation

    If the first response does not resolve the complaint, request escalation to the operations director. We commit to a final written position within 30 days of the original complaint, in line with EU consumer protection requirements.

    Step 3 — Independent dispute resolution

    If you remain dissatisfied, the European Commission provides a free Online Dispute Resolution platform for cross-border consumer complaints in the EU:

    https://ec.europa.eu/consumers/odr

    We are not currently a member of a specific out-of-court ADR (Alternative Dispute Resolution) body, but we will engage in good faith with any certified ADR body the consumer initiates.

    Step 4 — Courts

    The contract is governed by Greek law. Exclusive jurisdiction lies with the courts of Athens, Greece. Consumers retain any non-waivable rights granted by the law of their country of residence.

    Statute of limitations

    Charter-related complaints should be raised within twelve months of the disembarkation date. Complaints raised after this period may not be eligible for compensation, although we will still review and reply to them in good faith.

    What we will not do

    • We will not retaliate against a charterer for filing a complaint — including by removing reviews, blocking future bookings, or contacting third parties.
    • We will not impose fees on a complainant in any step of this process.
    • We will not require you to sign a non-disclosure or settlement agreement as a condition of investigating a complaint.

    Related: Terms & Conditions · Legal Notices · Disclaimer.