Refund Policy
Transparent and straightforward refund guidelines for your reassurance
Overview
At NeutralAccessCompass, we realize changes happen, and we are committed to having clear and honest refund practices. This document details the criteria for issuing refunds for our yacht charter services.
Before booking, please review these guidelines carefully. By reserving a charter with NeutralAccessCompass, you are consenting to these conditions for refunds.
Standard Cancellation and Refund Timetable
Over 72 Hours Prior to Charter
Qualification: Entire refund except for administrative fees
Processing Duration: 5-7 business days
Administrative Fee: €50 for credit card operations
Stipulations: Must be formally requested through email or over the phone
Between 24 to 72 Hours Before Charter
Qualification: Half of the total charter cost
Processing Duration: 7-10 business days
Administrative Fee: €25 subtracted from the refund amount
Stipulations: A valid explanation is required; administrative expenses apply
Less than 24 Hours Before Charter
Qualification: Refunds not available
Exception: Consideration given for emergency matters
Alternative: An offer of credit for charter may be extended at the discretion of the management
Stipulations: Supporting evidence required for emergency appeals
Cancellations Due to Weather Conditions
Our Commitment Regarding Weather
Your safety is paramount. In the event that weather conditions are ruled unsafe for the charter by our certified captain, we provide flexible alternatives:
- Complete Refund: Issued in full if rescheduling isn't an option
- Charter Rescheduling: Transfer your charter to another suitable date free of charge
- Charter Credit: A credit valid for one year from the date of the original charter
Procedure for Assessing Weather
Our evaluation of weather conditions includes:
- Evaluating wind speed and direction
- Assessing wave height and marine conditions
- Reviewing visibility and rain forecasts
- Considering Coast Guard bulletins and alerts
- Conducting a safety check by our professional captain
Timeline for Decisions: We make decisions on weather-related cancellations no later than 4 hours before the scheduled departure time.
Refunds in Medical Emergencies
Circumstances of Urgency
We sympathize that medical emergencies may arise unexpectedly. The circumstances supporting special consideration may include, but are not limited to:
- Immediate illness or injury requiring hospital care
- Loss of an immediate family member
- Deployment or urgent recall for military personnel
- Compulsory jury service or legal summons
- Natural disasters disrupting travel plans
Provision of Documentation
For processing of emergency refund requests, kindly provide the following documentation:
- A doctor's note or hospital records
- Documentation confirming a death (if applicable)
- Military orders, if applicable
- Legal summons or jury notice
- Emergency declarations or travel advisories
Action: Emergency refunds are actioned within 3-5 business days after we receive the necessary documentation.
Refunds Due to Operational Issues
Technical Difficulties
In the event of mechanical issues with the boat that cannot be addressed in a timely manner:
- Vessel Substitution: We will strive to provide a substitute vessel of comparable quality
- Full Refund: Should no alternate vessel be available
- Partial Refund: If the substitute vessel features a different pricing
- Compensation: We might offer additional recognition for the inconvenience
Unavailability of Crew
On the rare occasion where an appointed crew member becomes unavailable:
- A replacement crew will be sought out where possible
- Full refund should the charter be otherwise unable to go ahead
- Options to reschedule without any additional fees
Processing of Refunds
Method of Payment
Refunds are issued using the original payment method provided at the time of booking:
- Credit Cards: May take 5-7 business days for processing
- Bank Transfers: Generally process within 7-10 business days
- Cash/Cheque: Handled within 3-5 business days
Fee Structures
For Credit Card Handling
A €50 fee for cancellation well in advance (over 72 hours)
For Bank Transfer Handling
A €25 fee applies to all refunds made via bank transfer
International Procedures
Supplementary fees might apply for international financial transactions
Policy for Charter Credits
Issuing of Credits
Under certain circumstances, credits for future charters might be provided instead of refunds:
- Cancellations occurring with less than 24 hours' notice
- Cancellations related to weather
- Requests for voluntary changes to the booking
- Operational difficulties
Conditions for Credit
- Validity: Valid for one year from the date of issue
- Non-transferable: Credits cannot be passed on to others
- Value: Equal to the full cost of the charter, with no fees deducted
- Applicability: Applicable to any open charter date
- Expiration: Credits expire after one year with no extensions
Reimbursements for Partial Services
Service Disruptions
Should your charter be interrupted or cut short due to issues we're responsible for:
- A prorated refund calculated based on the portion of the charter not used
- A charter credit matching the undelivered service portion
- Gratuitous amenities or enhancements
Guest-Caused Disruptions
If a charter is ended prematurely owing to the actions of a guest or any breaches of safety protocols:
- No reimbursement for the remainder of the scheduled time
- Complete payment is still required
- Potentially additional fees may be incurred
Negotiating Disagreements
In case of disagreement with a decision regarding your refund, you have the right to:
- Ask for a review by our management
- Present additional evidence or documentation
- Seek help from consumer protection agencies
- Explore legal options under the applicable laws
Procedures for Requesting a Refund
Initial Step: Reach Out
Begin your refund request through:
- Email: [email protected]
- Phone: +34 932 24 00
- Direct contact at our marine office
Second Step: Provide Details
Your request should include the following:
- Confirmation code for your booking
- The scheduled date and time of your charter
- The cause for the cancellation
- Any relevant supporting documents
- Your preferred method for the refund
Final Step: Review and Action
We will acknowledge receipt of your request within one day, review it based on these guidelines, make a determination within two days, and manage approved refunds based on the specified time frames.
Important Considerations
- All requests for refunds must be submitted in written form
- Refunds will be processed in € irrespective of the initial payment currency used
- We strongly suggest obtaining travel insurance
- These guidelines are subject to modification and will be notified 30 days prior to any changes
- Refunds are bound by applicable legal taxes and regulations
Getting in Touch
Should you have inquiries regarding refunds or wish to submit a refund application, please reach out to:
Refunds Department
NeutralAccessCompass Marine Services Ltd.
Marina Point
Barcelona 08039
Spain
Telephone: +34 932 24 00
Electronic mail: [email protected]
Operation hours: Monday through Friday, from 9:00 AM to 5:00 PM