Refund Policy
Transparent and equitable refund terms to ensure your satisfaction
Overview
At NeutralServiceHub, we recognize that plans can shift, and we are committed to maintaining clear and just refund practices. This policy details the specific conditions for providing refunds for our yacht rental services.
It is important that you acquaint yourself with this policy prior to reserving a charter. By confirming a reservation with NeutralServiceHub, you accept and consent to the terms of this refund policy.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Total refund minus service charges
Processing Time: 5-7 working days
Service Charge: €50 for payments via credit card
Conditions: Must be submitted formally via electronic mail or telephone
24-72 Hours Before Charter
Eligible for: Half of the total charter cost
Processing Time: 7-10 working days
Service Charge: €25 subtracted from your refund
Conditions: Valid reason necessitated; administrative expenses incurred
Less than 24 Hours Before Charter
Eligible for: Refunds are not available
Exception: Exceptional instances will be considered case by case
Alternative: A charter credit might be offered at the discretion of the management
Conditions: Proof is required for claims of emergencies
Weather-Related Cancellations
Our Weather Guarantee
Our foremost concern is safety. Should weather conditions not permit safe charter operation as determined by our certified captain, we present flexible alternatives:
- Full Refund: Provided when rescheduling is unfeasible
- Reschedule: Shift your charter to a later date without incurring additional fees
- Charter Credit: Issuance of a credit usable up to one year from the original booking date
Weather Assessment Process
We conduct a comprehensive weather review which consist of:
- Examination of wind conditions and trajectories
- Determining wave magnitudes and oceanic behavior
- Assessing visibility and projections of rainfall
- Notices from the Coast Guard, including advisories and warnings
- Expert safety appraisal by our professional captain
Decision Timeline: The call on weather-related cancellations will be made at least 4 hours ahead of the planned departure time.
Medical Emergency Refunds
Emergency Conditions
We recognize that unforeseen medical emergencies may arise. Special consideration may be given under the following circumstances:
- Sudden medical events or injuries demanding hospital care
- Demise of a closely related family member
- Notification of military duty or abrupt recall
- Summons for jury service or legal subpoena
- Disasters impacting journey arrangements
Proof Requirements
For consideration of emergency refund requests, kindly provide:
- Valid medical statement or hospital documentation
- Death certificate, if relevant
- Authorized military directives
- Legal notice for court appearance or jury obligations
- Emergency notifications or travel disruption advisories
Processing: Upon presenting proper proof, emergency refunds are managed within 3-5 business days.
Operational Cancellations
Technical Failures
In the event of mechanical issues with your designated vessel that remain unresolved:
- Substitute Vessel: Efforts to allocate an equivalent replacement will be made
- Full Refund: Should a suitable substitute not be procurable
- Partial Refund: If the replacement vessel is priced differently
- Compensation: Additional recompense may be extended for the disruption caused
Crew Unavailability
In the rare event that certified crew is not obtainable:
- An effort will be made to find alternate crew members when feasible
- A complete refund will be offered if the charter is unable to proceed
- Options to reschedule without additional fees
Refund Processing
Original Payment Method
Refunds are issued through the same payment mode used for the original transaction:
- Credit Cards: Processed within 5-7 business days
- Bank Transfers: Handled within 7-10 business days
- Cash/Cheque: Completed in 3-5 business days
Processing Fees
Credit Card Handling
€50 charges for cancellations made over 72 hours in advance
Bank Transfer Costs
€25 fee applicable to all refunds processed via bank transfers
International Charges
Supplementary fees may be levied for refunds crossing international boundaries
Charter Credits
Scenarios for Credit Issuance
In specific scenarios, charter credits might be given as opposed to refunds:
- Non-timely cancellations (under 24 hours notice)
- Weather-related charter disruptions
- Volunteered changes in booking dates
- Unforeseen operational hindrances
Credit Details
- Validity: Effective for 12 months post-issuance
- Transferable: Credits are personally exclusive and cannot be passed on
- Value: Corresponds to the entire value of the charter, excluding any handling fees
- Redeemable: Applicable to any future charters that are available
- Expiration: No extension past the one-year mark
Partial Service Refunds
Service Disruptions
If your charter experience is cut short or interrupted due to issues we control:
- A refund calculated on the basis of the undelivered service period
- A credit equivalent to a future charter of the same value
- Complimentary services or possible upgrades as a compensation
Guest-Generated Disturbances
If a charter comes to an early end due to conduct issues or safety breaches by guests:
- No reimbursement for the unutilized period
- Outstanding payments are still due in full
- Potential extra fees might be incurred
Dispute Resolution
Should you contest the outcome of a refund determination, the following steps can be taken:
- File a review appeal with our management
- Offer supplementary evidence or pertinent information
- Contact consumer protection organizations for mediation
- Engage in legal proceedings according to the presiding law
Initiating a Refund Request
Step 1: Get in Touch
To submit a refund inquiry, contact us through:
- Email: [email protected]
- Phone: +377 93 10 20 30
- Directly at our seaport office
Step 2: Compile Information
Assemble the following details for your application:
- Confirmation code of the reservation
- Scheduled date and time of the charter
- Justification for cancellation
- Supportive documents, where applicable
- Your preferred method for receiving refunds
Step 3: Confirmation and Execution
Upon receipt, we will confirm your request within one day, evaluate it against our policy within the subsequent two days, and if approved, initiate the refund process within the specified period.
Crucial Reminders
- All applications for refunds must be expressed in writing
- Refunds are executed in €, regardless of the currency used for payment
- We highly suggest obtaining travel insurance
- The refund policy may be subject to updates with a month's notice
- Refunds are inclusive of any applicable taxes and legal obligations
Contact Details
For inquiries or submitting a refund request:
Refunds Department
NeutralServiceHub Marine Services Ltd.
Port de Monaco
Monaco 98000
Monaco
Phone: +377 93 10 20 30
Email: [email protected]
Operating Hours: Monday–Friday, 9:00 AM – 5:00 PM