Refund Policy
Transparent and straightforward reimbursement terms for your convenience
Overview
At NeutralInfoConfluence, we recognize that plans may change, and we are committed to delivering clear and honest refund policies. This document clarifies the criteria under which refunds are granted for our yacht rental services.
It is important to review this policy attentively before booking a yacht. When you reserve a vessel with NeutralInfoConfluence, you acknowledge and consent to these refund guidelines.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full reimbursement excluding service charges
Processing Time: 5-7 business days
Service Fee: €50 for card transactions
Requirements: Must be issued via written request by email or phone
24-72 Hours Before Charter
Eligible for: Half of the full charter rate
Processing Time: 7-10 business days
Service Fee: €25 subtracted from reimbursement
Requirements: Justified reason needed; administrative costs will apply
Less than 24 Hours Before Charter
Eligible for: No refund offered
Exception: Emergency cases may be taken into account
Alternative: A voucher for the charter may be provided based on the discretion of the management
Requirements: Proof is needed for emergency appeals
Weather-Related Cancellations
Our Weather Guarantee
Our chief concern is safety. If our qualified captain concludes that the weather conditions pose a risk for charter operations, we provide adaptable resolutions:
- Full Refund: Total reimbursement if rescheduling is unfeasible
- Reschedule: Change the charter date to an upcoming available slot with no extra charge
- Charter Credit: A voucher that's valid for one year from the initial charter date
Weather Assessment Process
Our evaluation of weather conditions encompasses:
- Evaluation of wind velocity and direction
- Monitoring wave heights and sea state
- Visibility and rain forecasts
- Maritime advisories and alerts
- A safety review by our professional captain
Decision Timeline: Determinations regarding weather cancellations are made no later than 4 hours in advance of the planned departure time.
Medical Emergency Refunds
Emergency Scenarios
We are aware that urgent medical scenarios can arise. The ensuing conditions might be entitled to special consideration:
- Unexpected disease or injury necessitating hospital care
- Passing of a family member
- Enlistment or urgent recall for military service
- Summons for jury service or legal subpoena
- Disasters affecting journey arrangements
Verification Necessities
To process requests for emergency refunds, we require:
- Evidence from a medical institution or hospital
- Coroner's report (if relevant)
- Official army commands
- Court notification or jury duty summons
- Official travel warnings or crisis declarations
Processing: Emergency reimbursements are managed within 3-5 working days upon receipt of the required documentation.
Operational Cancellations
Mechanical Failures
Should the designated vessel encounter mechanical challenges that cannot be remedied:
- Alternate Vessel: We will try to arrange a similar substitute
- Full Refund: Should no compatible replacement be available
- Partial Refund: If the alternate vessel is differently priced
- Compensation: We may provide additional compensation for the trouble
Unavailability of Crew
In the uncommon instance where a certified crew is not accessible:
- Substitute crew will be organized when feasible
- Complete reimbursement if the charter is unable to proceed
- Rescheduling at no supplementary cost
Refund Processing
Refund Method
Reimbursements are conducted via the same transaction mode as the original booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Service Charges
Card Transaction Fees
€50 fee for cancellations requested over 72 hours prior to the event
Bank Transfer Charges
€25 fee for all reimbursements via bank transfer
International Transaction Costs
Extra charges may be applicable for transactions across national borders
Charter Credits
Credit Issuance Conditions
Charter vouchers may be issued instead of monetary refunds under certain conditions:
- Late cancellation notices (under 24 hours)
- Cancellations connected to weather
- Voluntary changes requested by the client
- Interruptions due to operational issues
Credit Stipulations
- Duration of Validity: 12 months from the date of issuance
- Non-transferable: Credits cannot be passed on to others
- Value: Equal to the complete value of the charter minus processing costs
- Utilization: Applicable to any available yacht rental
- Expiration: Cannot be extended beyond a period of 12 months
Partial Refunds for Interrupted Service
Service Disruptions
If your yacht trip is cut short or interrupted due to reasons within our oversight:
- Refund calculated proportionally based on the unused portion
- Voucher for an equivalent future charter
- Compliments of the company or upgrades where possible
Guest-Related Disruptions
Should a yacht party terminate prematurely due to conduct of guests or breaches of safety rules:
- No compensation for the remaining time
- Complete charge is still enforced
- Additional fees may be incurred
Dispute Resolution
In case of disagreement with a refund adjudication, you are entitled to:
- Send a review request to our management
- Present extra evidential paperwork
- Seek assistance from consumer protection entities
- Pursue legal avenues as prescribed by the law
Procedure for Refund Requests
Step 1: Get in Touch
Pass on your refund petition via:
- Email: [email protected]
- Phone: +34 932 20 4040
- Face-to-face at our dock office
Step 2: Offer Required Details
Ensure your petition includes:
- Confirmation code of your booking
- Scheduled date and time of the charter
- Circumstances of cancellation
- Supplementary documents where necessary
- Your preferred way of reimbursement
Step 3: Assessment and Completion
Our team will confirm receiving your inquiry within a day's time, evaluate it in accordance with this policy, communicate a decision within a two-day span, and address approved reimbursements within the described timelines.
Essential Notes
- All reimbursement applications must be tendered in writing
- Reimbursements are executed in € independent of the initial payment method
- We highly recommend obtaining travel insurance
- This policy is subject to modifications, given a forewarning of 30 days
- Refunds adhere to the relevant tax laws and regulations
Contact Information
For inquiries regarding refunds or to put forward a refund claim:
Refunds Department
NeutralInfoConfluence Marine Services Ltd.
Marina Point
Barcelona 08005
Spain
Phone: +34 932 20 4040
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM