Refund Policy
Transparent and straightforward refund conditions for your confidence
Summary
At NeutralPassageWay, we recognize that plans can change, and our aim is to maintain equitable and concise refund terms. These terms lay out the criteria for granting refunds for yacht rental services.
Examine this policy with caution prior to confirming a reservation. By reserving a yacht with NeutralPassageWay, you are expressing consent to these refund conditions.
Typical Cancelation and Reimbursement Timeline
Over 72 Hours Before Charter
Qualified for: Complete refund except for handling costs
Reimbursement Period: 5-7 working days
Service Charge: €50 for credit card transactions
Prerequisites: Must be submitted in textual form through email or call
24-72 Hours Prior to Charter
Qualified for: Half of the total charter cost
Reimbursement Period: 7-10 working days
Service Charge: €25 subtracted from the refund amount
Prerequisites: A legitimate reason is necessary; administrative charges apply
Less Than 24 Hours Before Charter
Qualified for: No reimbursement possible
Exception: Urgent circumstances may be considered for review
Alternative Option: Voucher for charter offered at the discretion of management
Prerequisites: Required documents for urgent circumstance claims
Cancellations Due to Weather
Our Commitment to Safety
Your safety is paramount. Should weather conditions prove hazardous as assessed by our qualified captain, and sailing is deemed unsafe, we present several alternatives:
- Full Refund: Offered when it is not feasible to reschedule
- Reschedule: Move your charter without any additional cost to another suitable date
- Charter Credit: A credit note, valid for 12 months from the booking date
Procedure for Weather Evaluation
Our approach to weather evaluation includes:
- Analysis of wind conditions
- Inspection of sea state and surge
- Checking visibility and forecasted precipitation
- Heeding to Coast Guard notifications and alerts
- The safety verdict of the expert captain
Decision-Making Timeframe: Calls regarding weather cancellations are made no later than 4 hours before the planned departure time.
Reimbursement for Medical Emergencies
Crisis Situations
We are aware that health-related emergencies can arise unexpectedly. The following scenarios may receive special consideration:
- Immediate medical conditions or accidents necessitating hospital stays
- A relative's passing
- Military orders or an unforeseen recall
- Jury service or a judicial summons
- Catastrophic events hindering travel
Documentation Needed
For processing emergency refund claims, please furnish:
- Official medical statement or hospital papers
- Accredited death notice, if pertinent
- Military deployment documentation
- Legal summons or jury notification
- Travel warnings or state of emergency declarations
Procedure: Upon providing the necessary proof, refunds due to emergencies will be handled within 3-5 business days.
Cancellations Stemming from Operational Issues
Equipment Failure
If the vessel assigned to your charter suffers from a technical fault that can't be promptly resolved:
- Replacement Vessel: Our goal is to supply a similar vessel
- Full Refund: Provided when an equivalent replacement is not available
- Partial Reimbursement: Offered if the substitute vessel varies in cost
- Compensation: We may grant a compensation for the trouble caused
Unavailability of the Crew
In the uncommon event that a certified member of the crew is not available:
- A substitute crew is found wherever possible
- Complete reimbursement if the charter cannot go ahead
- Rescheduling without extra fees
Procedures for Refund Processing
Means of Reimbursement
Refunds are returned via the original method used for the initial transaction:
- Credit Cards: The process takes 5-7 business days
- Wire Transactions: The period of processing stretches from 7 to 10 business days
- Cash/Cheques: The processing range is 3-5 business days
Costs of Processing
Credit Card Transactions
€50 fee for revocations made with more than 72-hour notice
Handling of Bank Transfers
€25 assessed on each refund originating from a bank transfer
Overseas Transactions
Additional charges could be applied for international dealings
Credit for Yacht Rental
Scenarios for Granting Credits
In specific circumstances, credits for future yacht rentals may be granted as a substitute for cash refunds:
- Late cancellation requests (under 24 hours notice)
- Cancellations related to weather
- Requests for voluntary rescheduling
- Disruptions in operations
Conditions of Credit
- Validity: Usable for 12 months from the issuance date
- Non-transferable: Credits cannot be passed on to others
- Amount: Equivalent to the full value of the yacht rental, exempt from service fees
- Utilization: Applicable toward any available yacht rentals
- Expiry: No extensions past the 12-month mark
Reimbursements for Partial Services
Disruptions in Service
If the duration of your sailing experience is interrupted or shortened due to situations under our purview:
- A refund on a pro-rata basis for the time not utilized
- A voucher matching the value of the unfinished portion of the charter
- Complimentary services or upgrades in certain instances
Disturbances Attributable to Guests
In cases where a charter concludes earlier than scheduled due to misconduct by guests or breaches in safety protocols:
- No refund for the period not employed
- Fulfilment of the outstanding total cost remains required
- Possible imposition of supplementary charges
Settling Refund Disagreements
In the event of dissatisfaction with a decision regarding refunds, you possess the ability to:
- Submit a petition for reassessment to our management
- Deliver supplementary information or evidence
- Engage with consumer protection entities for a solution
- Explore legal avenues as authorized by law
Process to Apply for a Refund
Initial Step: Reach Out
To commence your refund application:
- Email: [email protected]
- Phone: +34 93 225 7890
- In person at our waterfront office
Subsequent Step: Supply Details
Your application should incorporate:
- Verification number of the booking
- Scheduled time and date of the rental
- Reason behind the cancellation
- Any relevant evidence, whenever necessary
- Choice of refund method
Final Step: Evaluation and Execution
Our team commits to an acknowledgment of your submission within a day, will evaluate it relative to this policy, pronounce a determination within a two-day period, and carry out sanctioned reimbursements within the outlined processing intervals.
Vital Notes
- All requests for refunds ought to be presented in writing
- Reimbursements will be issued in € irrespective of the original currency utilized for payment
- We strongly encourage acquiring travel insurance
- This refund framework may be modified, given a notice period of 30 days
- All refunds issued are subject to the prevailing tax laws and directives
Communication Information
Should you have inquiries about refunds or wish to proceed with a refund petition:
Department for Refunds
NeutralPassageWay Maritime Solutions Inc.
Marina Point
Barcelona 08039
Spain
Phone: +34 93 225 7890
Email: [email protected]
Operating Hours: From Monday through Friday, 9:00 AM to 5:00 PM