Refund Policy
Clear and fair refund conditions for your peace of mind
Overview
At NeutralCommonsMeadow, we recognize that plans can change, and we are committed to offering transparent and equitable refund guidelines. This document details the terms under which yacht charter service refunds may be given.
Please review this refund policy thoroughly prior to booking. When you reserve a charter with NeutralCommonsMeadow, you are acknowledging and accepting the terms of these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund except for service charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Must be requested via written communication such as email or telephone
24-72 Hours Before Charter
Eligible for: Half of the total cost of charter
Processing Time: 7-10 business days
Processing Fee: A deduction of €25 from the refunded amount
Conditions: A valid reason is needed; additional administrative costs apply
Less than 24 Hours Before Charter
Eligible for: No refunds possible
Exception: Emergency situations may be considered on a case-by-case basis
Alternative: A credit for future charters may be offered at the discretion of the management
Conditions: Supporting documents required for emergency claims
Weather-Related Cancellations
Our Weather Guarantee
We place your safety above all else. If the weather is determined to be unsafe for charter operations by our certified captain, we will offer flexible alternatives:
- Full Refund: Provided if it is impossible to reschedule
- Reschedule: You can change your charter to another available slot without additional fees
- Charter Credit: Credit issued, valid for one year from the original charter date
Weather Assessment Process
The process for assessing weather includes:
- Evaluation of wind speeds and direction
- Analysis of wave height and sea state
- Visibility and precipitation outlooks
- Advisories and warnings from the Coast Guard
- A professional safety appraisal from our captain
Decision Timeline: Decisions regarding weather cancellations are made at least 4 hours before the planned departure.
Medical Emergency Refunds
Unexpected Medical Situations
We recognize that unexpected medical issues can occur. Circumstances that could be considered for special consideration include:
- Sudden medical conditions or injuries necessitating hospital care
- A death within the immediate family
- Unanticipated military orders or deployment
- A judicial decree, like jury service or a subpoena
- Natural disasters impacting travel
Required Documentation
Documentation is required to process requests for emergency refunds:
- A physician's note or hospital records
- A death certificate, if applicable
- Official notice of military duty
- A court order or notice for jury service
- Emergency or travel advisories
Procedure: Emergency refunds are handled within 3-5 business days after receipt of the necessary documents.
Operational Cancellations
Technical Disruptions
If the designated vessel encounters unresolvable technical issues:
- Alternate Vessel: An attempt will be made to provide a vessel of comparable standard
- Full Refund: Provided if there's no adequate substitute
- Partial Refund: If the substitute vessel has a different rate
- Recompense: Further compensation may be offered for the inconvenience
Crew Availability Issues
In the unlikely scenario where a certified crew member is unavailable:
- A replacement crew will be sought where possible
- A total refund is issued if the charter is unable to proceed
- Options will be provided to reschedule without additional fees
Refund Processing
Payment Method
The refund will be issued via the original method of payment:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Service Charges
Credit Card Charges
A €50 fee for cancellations requested more than three days in advance
Bank Transfer Fees
A €25 fee applies to all bank transfer refunds
International Transactions
Extra charges may be applied for international refund transactions
Charter Credits
Issuance of Credits
In some scenarios, instead of a refund, credits for charters might be offered:
- Late cancellations (under 24 hours' notice)
- Charters cancelled due to weather conditions
- Voluntary requests to reschedule
- Unforeseen interruptions to operations
Conditions for Credits
- Validity: One year from the date of issuance
- Transferability: They cannot be transferred to other individuals
- Amount: Equal to the full value of the original charter (service fees waived)
- Application: Credits can be utilized towards any available charter option
- Expiry: No extensions past the original 12-month period
Partial Refunds for Service Interruptions
Disruptions to Service
If your scheduled charter is interrupted or ends early due to our oversight:
- A refund proportional to the unused portion
- Credit for a future charter of the same value
- Compliments such as additional services or upgrades
Interruptions Caused by Guests
Should the charter end prematurely because of guest behavior or safety infractions:
- No reimbursements for undeployed services
- Remaining payment is still required
- Penalties may be incurred
Settling Disputes
If there is a disagreement over a refund assessment, the following steps may be taken:
- Inquire for a review by our administrative team
- Supply extra records or proof
- Consult consumer protection entities
- Engage in applicable legal courses of action
Procedures for Requesting a Refund
Step 1: Get in Touch
You may submit your refund claim via:
- Email: [email protected]
- Phone: +34 932 24 04 00
- Visiting our marina offices in person
Step 2: Present Your Details
Provide the necessary details in your claim:
- Confirmation code of the booking
- The scheduled date and time for the charter
- The reason for the cancellation
- Any relevant documentation (if called for)
- Your preferred method for the refund
Step 3: Our Review and Action
Our team will acknowledge your claim within a day's time, review it as per our policy, determine an outcome within two days, and execute approved refunds as per the specified durations.
Key Points
- All requests for refunds must be documented in writing
- Refunds are issued in € even if a different currency was used for payment
- We suggest purchasing travel insurance
- This policy can be altered with a notice period of thirty days
- Any refund issued is subject to relevant taxes and legal statutes
Contact Information
If you have any inquiries about refunds or need to proceed with a refund request:
Refunds Department
NeutralCommonsMeadow Marine Services Ltd.
Marina Port Vell
Barcelona 08039
Spain
Phone: +34 932 24 04 00
Email: [email protected]
Operating hours: Monday–Friday, 9:00 AM – 5:00 PM