Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At NeutralServiceGrove, we recognize that plans can shift, and our aim is to maintain clear and equitable refund practices. This document defines the refund conditions applicable to yacht chartering services.
Before finalizing a reservation, please examine this policy thoroughly. By reserving a charter with NeutralServiceGrove, you are accepting these conditions for refunds.
Regular Cancellation and Refund Framework
Over 72 Hours Prior to Charter
Qualified for: Complete refund excluding service charges
Processing Duration: 5-7 business days
Service Charge: €50 for card payments
Requirements: Must be submitted through email or telephone
Between 24 to 72 Hours Prior to Charter
Qualified for: Half the total charter price
Processing Duration: 7-10 business days
Service Charge: €25 reduction from the refund
Requirements: A legitimate reason is necessary; subject to administrative costs
Under 24 Hours Before Charter
Qualified for: No possibility of refund
Special Consideration: Cases of emergency may be reviewed
Alternative: Credit for future charter at management's decision
Requirements: Emergency situations require proof
Cancellations Due to Weather
Our Commitment to Safe Weather Conditions
We prioritize safety above all. Should weather conditions be deemed hazardous for sailing by our certified skipper, we provide adaptable solutions:
- Complete Refund: Granted if rescheduling isn't feasible
- Rebook: Shift your charter to another available slot at no extra charge
- Charter Credit: Offered and valid for one year from the date of the initial charter
Procedure for Weather Evaluation
Our assessment of weather includes:
- Evaluation of wind velocities and patterns
- Assessment of wave sizes and ocean conditions
- Forecasts for visibility and rainfall
- Notices and alerts from the Coast Guard
- Safety judgment from professional skipper
Timeline for Decisions: Determinations on weather-related cancellations are made no less than 4 hours before the scheduled departure.
Refunds for Medical Urgencies
Exceptions for Emergencies
We accept that urgent medical situations can arise. The instances below may be eligible for particular consideration:
- Unexpected health issue or trauma demanding hospital care
- Passing of an immediate relative
- Enlistment or urgent recall for military service
- Summons for jury duty or legal order
- Disasters impacting travel conditions
Requirements for Documentation
To process requests for emergency refunds, we require:
- A hospital certificate or related medical papers
- Documentation of death (where applicable)
- Officiating military directives
- A summons for court or proof of jury duty
- Advisories for travel or declarations of emergencies
Processing: Emergency refunds are processed inside 3-5 business days post-receipt of appropriate documentation.
Cancellations Due to Operational Issues
Complications with the Vessel
If the vessel assigned to you has mechanical failures that can't be fixed:
- Replacement Vessel: We'll attempt to allocate a similar vessel
- Complete Refund: Offered if we can't find a suitable replacement
- Partial Refund: Given if the replacement boat has a differing cost
- Additional Remedies: Further compensation could be considered for inconveniences
Availability Issues with the Crew
In rare cases when a certified crew member is unavailable:
- We will attempt to arrange substitute personnel if possible
- A full refund will be provided if the charter cannot proceed
- Options to reschedule free of additional charges
Method for Refund Processing
Means of Reimbursement
We return funds using the original method of payment:
- Cards: Completion within 5-7 business days
- Direct Bank Transfers: Finalized within 7-10 business days
- Cash or Check: Processed in 3-5 business days
Charges for Processing
Card Transaction Charges
€50 charge for cancellations occurring more than 72 hours before the charter
Charges for Bank Refunds
€25 charge for all bank refund transactions
International Transaction Fees
Additional charges may be applied for transactions across borders
Terms for Charter Credits
Occasions for Credit Issuance
Credits for charters may be provided instead of refunds under specific circumstances:
- Last-minute cancellations (less than 24 hours prior)
- Cancellations due to weather
- Voluntary requests to defer booking
- Disruption in operations
Conditions for Credit
- Period of Validity: 12 months following issuance
- Non-Assignable: Not exchangeable to other individuals
- Monetary Value: Reflects the full value of the charter (exempt of processing charges)
- Application: Can be utilized for any attainable charter
- Lapse of Validity: No prolongation past 12 months
Reimbursements for Partial Services
Disruptions in Service
If your yacht experience is interrupted or curtailed due to controllable reasons:
- Refund calculated pro rata based on unutilized duration
- Credit matching the remaining value for a future charter
- Complimentary services or upgrades as recompense
Interruptions Attributable to Guests
If a charter is prematurely halted due to misconduct by guests or breaches of safety protocol:
- No recompense for the remainder of the time
- Full payment remains owed
- Possible additional fees
Conflict Resolution
If there's a disagreement with a decision on refunds, you may:
- Seek a review from our management
- Submit extra documents or proof
- Look for resolution through agencies for consumer rights
- Engage in legal action as per relevant laws
Initiating a Refund Request
Step 1: Get in Touch
Make your refund request through:
- Email: [email protected]
- Phone: +377 93 15 22 22
- Personal visit at our coastal office
Step 2: Submission of Details
Enclose the following with your application:
- Confirmation code of your booking
- Date and time of the charter
- Reason behind the cancellation
- Any relevant documents (if necessary)
- Your desired method for refund
Step 3: Assessment and Completion
We will acknowledge your application within a day, evaluate it based on this policy, give our verdict within two days, and proceed with accepted refunds as per indicated schedules.
Key Points to Remember
- Any request for refunds should be submitted in written form
- Refunds are conducted in € irrespective of the original currency of payment
- We highly recommend obtaining travel insurance
- Terms may be updated given a prior notice of 30 days
- Refunds include applicable taxes and abide by regulations
Contact Details
To inquire or apply for a refund:
Department for Refunds
NeutralServiceGrove Marine Services Ltd.
Port Hercules
Monaco 98000
Monaco
Phone: +377 93 15 22 22
Email: [email protected]
Work Hours: Monday through Friday, 9:00 AM to 5:00 PM