Refund Policy
Transparent and equitable refund terms for your reassurance
Introduction
At GeneralReferenceHub, we realize that plans can alter, and we are committed to providing straightforward and transparent procedures for refunds. This document clarifies the scenarios in which refunds are granted for our yacht charter services.
Before confirming a reservation, please ensure you have read this policy. By proceeding with a charter from GeneralReferenceHub, you consent to these terms regarding refunds.
Regular Cancellation and Refund Plan
Above 72 Hours Prior to Charter
Qualified for: Entire refund excluding processing charges
Refund Period: 5-7 business days
Handling Charge: €50 for credit card payments
Stipulations: Must be submitted through written communication by email or phone
24-72 Hours Before Charter Commences
Qualified for: Half of the total charter fee
Refund Period: 7-10 business days
Handling Charge: €25 deducted from the refund
Stipulations: A valid explanation is necessary; administrative fees apply
Within 24 Hours of Charter
Qualified for: Refunds are not available
Exception: We may take into account emergency situations
Alternative: At the discretion of the management, a credit for chartering may be offered
Stipulations: Documentation is necessary for emergency-related claims
Cancellations Due to Weather
Our Commitment Regarding Weather
Your safety is our utmost concern. If our certified captain determines that weather conditions are too dangerous for charter activities, we present several alternatives:
- Complete Refund: A full refund if it's not possible to rearrange the schedule
- Rescheduling: Change your charter to a later available slot without extra charges
- Credit for Charter: A credit valid for 12 months from the initial chartering date
Evaluation of Weather Conditions
We conduct a thorough weather assessment that includes:
- Evaluating wind speed and direction
- Assessing wave height and ocean conditions
- Forecasting visibility and precipitation
- Considering Coast Guard advisories and warnings
- Depending on the certified captain's safety judgement
Decision Making Timeframe: Decisions regarding weather cancellations are made at least 4 hours before the agreed departure time.
Refunds for Medical Emergencies
Considerations for Urgent Situations
We are sympathetic to the occurrence of medical crises. The following instances are recognized for special dispensation:
- Unexpected sickness or injury leading to hospitalization
- Passing of a family member
- Unanticipated military orders or recall
- Summoned jury duty or legal mandates
- Natural events hassling travel
Requirement for Documentation
For processing requests for emergency refunds, the following paperwork is necessary:
- Medical certification or hospital records
- Obituary or death authentication (if relevant)
- Military deployment documentation
- Legal summons or jury notice
- Notices of travel regulation or state of emergency
Handling: Emergency-related reimbursements are handled in 3-5 business days once the proper papers are obtained.
Cancellations due to Operational Issues
Vessel Malfunctions
If the yacht assigned to your charter encounters unresolvable mechanical problems:
- Alternate Vessel: We will strive to provide a similar yacht
- Complete Refund: If there's no suitable alternate available
- Partial Refund: If there's a price difference with the alternative vessel
- Reimbursement: We may offer additional recompense for the trouble
Crew Issues
In rare instances when a certified crew is not available:
- Replacement crew will be sought where feasible
- A full refund if the charter is unable to proceed
- Opportunity to reschedule without added fees
Refund Processing Methods
Original Payment Channel
Refunds are issued back to the original payment means used for the booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Fees for Processing
Handling for Credit Card
€50 fee for cancellations occurring more than 72 hours before the charter
Handling for Bank Transfer
€25 fee for all bank transfer reimbursements
International Transactions
Additional handling charges may be applied for international transactions
Credits from Charter
Situations for Credit Issuance
In certain cases, instead of refunds, we may provide charter credits:
- Late cancellations (under 24 hours notice)
- Cancellations due to weather
- Requests for voluntary rescheduling
- Impromptu operational interruptions
T & C for Credits
- Validity Period: 12 months after issuance
- Non-Transferable: Credits cannot be transferred to other individuals
- Value: Credits reflect the full value of the charter with no deduction for processing
- Redemption: Applicable towards any future charter we offer
- Expiry: Credits must be used within 12 months, no extensions
Reimbursements for Partial Service
Disruptions in Service
Should your charter experience interruptions or end prematurely due to issues within our purview:
- Refund apportioned based on the unutilized period
- Credit for an equivalent future charter
- Complimentary services or perks may be offered
Interruptions Caused by Guests
If a charter terminates early because of guest actions or violations of safety:
- No reimbursement for the unused portion
- Full payment is still required
- Possible additional expenses
Settling Disputes Over Refunds
If you have objections to a refund decision, you may:
- Request an evaluation by our managerial cadre
- Submit further proof or materials
- Engage with consumer protection entities
- Seek legal avenues as per relevant laws
Procedures to Request a Refund
First Step: Reach Out
To place a refund inquiry, make contact through:
- Email: [email protected]
- Phone: +34 933 10 00 00
- Direct visit to our coastal office
Second Step: Information Compilation
Your request should contain:
- Confirmation code for the booking
- Scheduled date and time for the charter
- Explanation for canceling
- Any corroborating documents (if required)
- Desired method to receive the refund
Final Step: Evaluation and Completion
Upon receiving your application, we will acknowledge it within a day, review it according to this policy, decide within 48 hours, and if approved, proceed with the refund within the timeframes provided.
Vital Points
- All requests for refunds must be presented in written form
- Reimbursements will be issued in € irrespective of the original currency used for payment
- It is highly advisable to have travel insurance
- This policy is amenable to changes, provided there is a 30-day notification
- Refunds are subject to relevant taxes and legal directives
Contact Details
For inquiries or to proceed with a refund request:
Department of Refunds
GeneralReferenceHub Marine Services Ltd.
Marina Port Vell
Barcelona 08039
Spain
Phone: +34 933 10 00 00
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM