Refund Policy
Transparent and equitable refund terms for your comfort
Overview
At NeutralCommunityHub, we recognize that plans can change, so we're committed to having a clear and honest refund policy. The terms for acquiring a refund for our yacht charter services are detailed in this policy.
It is important to review this policy thoroughly prior to reserving a charter. By proceeding with a reservation at NeutralCommunityHub, you are consenting to and accepting the terms of this refund policy.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund except for service charges
Processing Time: Within 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Cancellation request must be communicated in writing through email or telephone
24-72 Hours Before Charter
Eligible for: Half of the overall cost of the charter
Processing Time: Processed in 7-10 business days
Processing Fee: €25 will be subtracted from the refund amount
Conditions: A credible reason is required, and administration fees are applied
Less than 24 Hours Before Charter
Eligible for: Refunds are not available
Exception: Considerations for emergency situations may be made
Alternative: Instead of a refund, a credit for chartering might be offered at the discretion of management
Conditions: Evidence is necessary for claims of emergencies
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our main concern. In the event that the weather is considered too dangerous for our charter services by our qualified captain, you'll have several flexible options:
- Full Refund: Receive a complete refund if it's not possible to reschedule
- Reschedule: You can change your booking to another available slot with no extra fees
- Charter Credit: Opt for a credit that you can use within a year from the original booking date
Weather Assessment Process
We evaluate the weather by looking at:
- Checking the wind's speed and its direction
- Monitoring wave size and ocean conditions
- Forecasting visibility and precipitation
- Heeding Coast Guard updates and alerts
- A safety check done by our professional captain
Decision Timeline: Decisions to cancel due to weather are made at least 4 hours prior to the planned departure time.
Medical Emergency Refunds
Emergency Circumstances
We are empathetic to medical emergencies and offer special considerations under the following conditions:
- An unexpected medical condition or injury that leads to hospital admission
- The passing of a family member
- A sudden call to military duty or deployment
- Being called for jury service or a court order
- Major natural events that disrupt travel plans
Documentation Requirements
For processing refunds due to emergencies, please submit:
- A note from a doctor or hospital records
- A death certificate, when relevant
- Documentation of military orders
- A summons to court or notice of jury service
- Government travel warnings or emergency proclamations
Processing: Refunds relating to emergencies are handled within 3 to 5 business days after we receive the necessary documentation.
Operational Cancellations
Mechanical Issues
Should the assigned ship encounter irresolvable mechanical problems:
- Alternative Vessel: An effort will be made to supply a similar vessel
- Full Refund: Provided when an appropriate replacement is unavailable
- Partial Refund: Issued if the replacement vessel’s cost differs
- Compensation: Extra compensation might be offered due to the inconvenience
Crew Unavailability
On the uncommon occasions where a certified crew is not available:
- A substitute crew will be sourced if feasible
- Complete refund given if the charter is unable to go ahead
- The chance to reschedule without any extra charge
Refund Processing
Payment Method
Refunds will be processed back to the initial payment method used for the reservation:
- Credit Cards: Approximate 5-7 business days
- Bank Transfers: Typically 7-10 business days
- Cash/Cheque: Generally 3-5 business days
Processing Fees
Credit Card Processing
€50 fee for cancellations made over 72 hours in advance
Bank Transfer Processing
€25 charge for all refunds via bank transfer
International Processing
Extra charges may be applicable for international transactions
Charter Credits
When Credits Are Offered
In certain cases, customers may be offered credits instead of refunds:
- Cancellations made close to the departure (under 24 hours)
- Cancellations due to weather conditions
- Voluntary changes made to the booking
- Service interruptions
Credit Terms
- Validity: Credits are valid for 12 months from the issuance date
- Transferability: Credits cannot be transferred to others
- Value: Equal to the entire value of the charter without any processing fees
- Usage: Credits can be used for any available charter options
- Expiration: Credits must be used within 12 months with no extensions
Partial Service Refunds
Service Interruptions
In the event your rented vessel experiences interruptions or early termination due to our company's responsibility:
- Partial refund proportional to the unutilized duration
- Voucher for a future rental of similar value
- Free additional services or upgrades
Guest-Related Interruptions
Should the rental be ceased prematurely due to actions or safety infractions by the guests:
- Uncompensated time remains non-refundable
- Full outstanding payment is required
- Extra fees may be incurred
Dispute Resolution
If you take issue with a refund verdict, you are welcome to:
- Appeal for reconsideration by our supervisory team
- Submit further proof or documents
- Contact consumer protection agencies for assistance
- Engage statutory avenues as provided by law
How to Request a Refund
Step 1: Contact Us
Initiate your refund application through:
- Email: [email protected]
- Phone: +34 932 23 92 20
- Office visit at our docking location
Step 2: Provide Information
Include these details in your refund application:
- Reservation confirmation number
- Scheduled date and time of the charter
- Grounds for retracting the booking
- Any pertinent documents (where necessary)
- Your preferred way to receive the refund
Step 3: Review and Processing
We will confirm receipt of your request within a day, evaluate it considering our policy, make a decision within two days, and, if approved, execute the refund within the stipulated periods.
Important Notes
- All requests for refunds must be documented in writing
- Refunds are issued in € regardless of the payment currency used originally
- We highly recommend the purchase of travel insurance
- This policy may be modified with a notice period of 30 days
- Refunds are inclusive of applicable taxes and adhere to regulations
Contact Information
For inquiries regarding refunds or to send a refund request:
Refunds Department
NeutralCommunityHub Marine Services Ltd.
Marina Port Vell
Barcelona 08039
Spain
Phone: +34 932 23 92 20
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM