Refund Policy

Transparent and equitable refund terms for your reassurance

Overview

At NeutralObservatory, we are aware that plans can change, and we are dedicated to ensuring our refund policies are both transparent and just. This document details the circumstances under which refunds might be provided for our yacht charter services.

Please examine this policy in detail prior to confirming a booking. By reserving a charter service with NeutralObservatory, you are acknowledging and agreeing to these stated terms of refund.

Standard Cancellation and Refund Schedule

More than 72 Hours Prior to Charter

100% Refund

Eligible for: Complete refund, excluding processing charges

Processing Duration: 5-7 business days

Processing Charge: €50 for card payments

Requirements: Must be requested formally through email or phone communication

24-72 Hours Prior to Charter

50% Refund

Eligible for: Half of the total cost of the charter

Processing Duration: 7-10 business days

Processing Charge: €25 deduction from the refund total

Requirements: Cancellation with a legitimate reason; subject to administrative costs

Less than 24 Hours Prior to Charter

No Refund

Eligible for: No possibility for a refund

Exception: Dire situations might be taken into consideration

Alternative: A charter credit may be granted at the discretion of the management

Requirements: Proof required for claims of urgent circumstances

Cancellations Due to Adverse Weather

Our Commitment to Safety

Your safety stands as our utmost concern. Should the weather be assessed as unsafe for charter operations by our professional captain, we offer several alternative options:

  • Complete Refund: Issued in full if rescheduling is unfeasible
  • Rescheduling: Charter can be moved to the next suitable date with no extra charge
  • Charter Credit: A credit that is valid for one year from the original date of your charter

Method for Weather Evaluation

Our protocol for weather assessments includes:

  • Evaluation of wind conditions
  • Sea conditions and swell height
  • Predictions for visibility and precipitation
  • Guidelines and warnings from the Coast Guard
  • Expert safety consideration from our captain

Timeline for Decision: Decisions regarding weather cancellations are made no later than 4 hours before the scheduled departure time.

Refunds for Medical Emergencies

Emergency Scenarios

We recognize that unexpected medical emergencies might occur. The following cases may be eligible for special consideration:

  • Unanticipated illness or injury that necessitates hospitalization
  • Passing away of an immediate family member
  • Deployment or sudden military recall
  • Summons for jury duty or a court mandate
  • Natural calamities impacting travel plans

Proof Required

To evaluate requests for emergency refunds, supporting documents are necessary:

  • Doctor's note or evidence of hospitalization
  • Death certificate for claims of bereavement
  • Formal military orders
  • Official court notice
  • Emergency announcements pertaining to travel

Processing: Upon providing the appropriate documents, emergency refunds are processed within 3-5 business days.

Cancellations by the Operator

Technical Difficulties

If the vessel assigned to you faces insurmountable technical issues:

  • Substitute Vessel: An effort will be made to provide a vessel of equal merit
  • Full Refund: Offered in absence of a suitable alternative
  • Partial Refund: In case the replacement vessel varies in price
  • Acknowledgement: Additional recompense may be considered for any inconvenience

Unavailability of Crew

In the uncommon event of crew unavailability:

  • Arrangements for substitute crew when feasible
  • Full refund if the charter is unable to proceed
  • Rescheduling without extra charges

Procedure for Refund Processing

Methods of Refund

Refunds will revert to the original payment method utilized for the booking:

  • Credit Cards: Processed over 5-7 business days
  • Bank Transfers: Processed over 7-10 business days
  • Cash/Cheque: Processed over 3-5 business days

Fees for Processing

Card Processing

€50 fee for terminations occurring more than 72 hours ahead of schedule

Bank Transfer Processing

€25 fee associated with all bank transfer reimbursements

Foreign Transaction Processing

Additional fees may apply for transactions crossing national borders

Issuance of Charter Credits

Credit Issuance Scenarios

In specific conditions, credits for the charter may be presented as an alternative to refunds:

  • Cancellations made at short notice (under 24 hours)
  • Weather-related cancellations
  • Voluntary requests for rescheduling
  • Disruptions due to operations

Credit Conditions

  • Validity Period: Valid for one year from the date of issuance
  • Ownership: Credits cannot be transferred to others
  • Value: Credits retain the full value of the charter, exempt from processing charges
  • Application: May be used on any available charter options
  • Expiration: Extensions beyond the 12-month timeframe are not permitted

Compensation for Partial Services

Disruption of Service

In the event of a disrupted or curtailed charter due to factors under our authority:

  • Refund calculated based on the unutilized segment of the charter
  • Credit for an equivalent future charter
  • Additional courtesy services or benefits

Disruptions Caused by Guests

If a charter is prematurely concluded due to the actions or safety breaches of guests aboard:

  • No compensation for the portion left unused
  • Entire payment is still required
  • Possible additional fees

Handling Disputes

Should you find yourself in disagreement with a refund decision, our policy allows you to:

  • Request a reevaluation by our management
  • Submit further proof or clarification
  • Look for a settlement through consumer advocacy groups
  • Look into legal avenues according to the laws that apply

Applying for a Refund

Step 1: Get in Touch

To initiate a refund request, reach out by:

Step 2: Submit Your Details

Include these details in your application:

  • Acknowledgment number of your reservation
  • Intended date and time of the charter
  • Cancellation reasoning
  • Relevant documents (where necessary)
  • How you would like the refund issued

Step 3: Evaluation and Processing

Our team will confirm receipt of your request within 24 hours, compare it to our policy, communicate a verdict within 48 hours, and handle approved reimbursement within the designated processing periods.

Essential Reminders

  • All demands for refunds must be conveyed in written form
  • Refunds are carried out in €, irrespective of the currency used for payment
  • Purchasing travel insurance is highly advised
  • Policy amendments will be communicated with 30 days' notice
  • Sums refunded are subject to prevailing taxes and legal provisions

Our Contact Details

For queries regarding refunds or to initiate a request for reimbursement:

Refunds Department
NeutralObservatory Marine Services Ltd.
Port Vell Marina
Barcelona 08039
Spain

Phone: +34 932 21 32 33
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM

Policy Revision Date: September 12, 2027

This refund protocol is drafted to be equitable and clear-cut. We recommend you familiarize yourself with these conditions thoroughly prior to reservation and do not hesitate to contact us should you require clarification.