Refund Policy

Our commitment to fair and understandable refund guidelines for your assurance

Overview

At NeutralResourceVault, we recognize that situations may evolve, prompting the need for equitable and clear reimbursement procedures. This document describes the criteria for refund eligibility regarding our yacht charter services.

It is important to review these terms meticulously prior to reserving a service. Your booking indicates your acceptance and adherence to our refund guidelines.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete reimbursement excluding service charges

Processing Period: 5-7 working days

Service Charge: €50 for card payments

Requirements: Formal request through email or telephone required

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the entire cost of charter

Processing Interval: 7-10 business days

Service Fee: €25 subtracted from the refund total

Stipulations: A legitimate reason must be provided; administrative fees apply

Less than 24 Hours Before Charter

No Refund

Eligible for: Refunds are not available

Exception: Cases of emergency might be taken into consideration

Alternative: A credit for future charters may be granted at the discretion of the management

Conditions: Emergency situations must be substantiated with documentation

Weather-Related Cancellations

Our Weather Guarantee

Your safety is our highest concern. If our experienced captain determines that weather poses a risk to the safety of the charter experience, we will provide several alternatives:

  • Full Refund: If moving the charter to another date is not an option, a full refund will be issued
  • Reschedule: The possibility to change the date of your charter without additional charges
  • Charter Credit: A voucher valid for one year from the date of the initial charter

Weather Assessment Process

Evaluating weather involves:

  • Analysis of both wind direction and velocity
  • Assessment of wave magnitudes and sea state
  • Projections on visibility and likelihood of precipitation
  • Notices and advisories issued by the Coast Guard
  • Expert safety judgment from our captain

Timeline for Decision: The determination regarding weather cancellations will be completed at least 4 hours ahead of the planned departure.

Medical Emergency Refunds

Consideration for Emergencies

We are sympathetic to unexpected health emergencies. Certain scenarios may be considered for exceptional refunds:

  • A sudden illness or accidental injury necessitating hospital care
  • Passing of a family member
  • Unanticipated military deployment or recall
  • Summoned for jury duty or a court order
  • Natural catastrophes impacting travel arrangements

Document Submission

For processing emergency reimbursements, the following documents should be provided:

  • A medical statement or proof of hospital visit
  • Death certification, if needed
  • Military issuance of orders
  • Juridical summons or official jury notice
  • Government travel advisories or declarations of emergency

Processing: Refunds for medical emergencies will be handled within 3-5 working days after we receive the appropriate evidence.

Operational Cancellations

Vessel Malfunctions

In the event of mechanical issues with the yacht that cannot be promptly rectified:

  • Substitute Vessel: Efforts will be made to provide a comparable alternative
  • Complete Refund: When no adequate replacement is available
  • Partial Reimbursement: If the alternative yacht has a different rate or amenities
  • Recompense: Additional compensation may be considered due to the inconvenience

Unavailability of Crew

In the rare occurrence that our certified crew is not available:

  • Effort to secure a replacement crew when feasible
  • Complete reimbursement if the charter is unable to go forward
  • Rescheduling to a new date at no extra charge

Refund Processing

Refund Methodology

Reimbursements will be made using the initial mode of payment:

  • Cards: 5-7 business days to process
  • Wire Transfers: 7-10 business days to process
  • Cash/Checks: 3-5 business days to process

Processing Charges

Card Transaction Fee

€50 charge for cancellations made with over 72 hours' notice

Bank Transfer Charge

€25 charge applicable on all wire transfer refunds

Fees for International Transactions

There may be additional costs for refunds processed for international transactions

Charter Credits

Circumstances for Credit Issuance

Credits equivalent to a charter may be issued instead of a refund under certain conditions:

  • When cancellations are made late (under 24 hours before the charter)
  • For charters called off due to adverse weather
  • Upon request for a voluntary schedule change
  • Amid operational interruptions

Conditions of Credit

  • Validity: To be used within 12 months of issuance
  • Non-Transferability: This credit cannot be transferred to others
  • Value: Reflects the full price of the charter, without deductions for processing
  • Application: Applicable towards any charters available
  • Expiration: The credit will not be extended past 12 months

Compensation for Partial Services

Disruption in Services

Should your charter experience be interrupted or cut short due to internal reasons:

  • Reimbursement calculated proportionally for the time not used
  • A voucher to be used towards another charter equivalent in value
  • Complimentary additional services or upgrades where appropriate

Interruptions Caused by Guests

In the event the charter ends prematurely due to actions or policy violations by guests:

  • No reimbursement will be provided for the remaining duration
  • The full charter cost is still due
  • Further charges might be imposed based on the circumstances

Conflict Resolution

In cases where the terms of the refund are contended, you may:

  • Seek an evaluation by our administrative team
  • Provide extra documents or proof
  • Engage with consumer protection agencies to find a resolution
  • Consider legal avenues as provided for by the law

Procedures for Refund Requests

Step 1: Notify Us

You can make a refund claim through the following channels:

Step 2: Provide Details

Your refund request should include:

  • The number confirming the booking
  • Dates and times of the chartered service
  • Cancellation rationale
  • Any necessary supportive documents (if relevant)
  • Your preferred mode of reimbursement

Step 3: Investigation and Processing

We will acknowledge your request within a day, evaluate it according to our refund policy, provide our decision within two days, and issue approved refunds as per our specific timelines.

Critical Points to Note

  • All applications for refunds must be in written form
  • Reimbursements will be processed in €, regardless of the original currency used for payment
  • We highly advise purchasing travel insurance
  • These refund policies can be amended given a 30-day notice
  • Reimbursements adhere to relevant tax laws and regulations

Contact Details

For inquiries regarding refunds or to submit a request for a refund:

Refunds Department
NeutralResourceVault Marine Services Ltd.
Marina Bay
Barcelona 08039
Spain

Phone: +34 933 10 02 00
Email: [email protected]
Business Hours: Monday–Friday, from 9:00 AM to 5:00 PM

Last Revision Date: August 23, 2027

The aim of this refund policy is to maintain fairness and clarity. Before finalizing your booking, we suggest a thorough review of these terms and to reach out to us if there are any questions or concerns.