Refund Policy

Transparent and straightforward refund terms for your reassurance

Overview

At Ocean's Elegance Yacht Club, we recognize that situations can evolve, and our aim is to establish transparent and equitable refund practices. The provisions within this policy set forth the guidelines for refunds on yacht charter services.

It is important to review this policy thoroughly prior to making a reservation. By securing a charter with Ocean's Elegance Yacht Club, you accept and concur with these terms of refund.

Standard Cancellation and Refund Program

More than 72 Hours Prior to Charter

100% Refund

Refundable: Entire amount minus charges for processing

Processing Duration: 5-7 working days

Service Charge: €50 for transactions via credit card

Stipulations: Must be sought via written communication, either email or telephone

24-72 Hours Ahead of Charter

50% Refund

Refundable: 50% of the overall cost of charter

Processing Duration: 7-10 working days

Service Charge: €25 to be taken from the refund

Stipulations: A valid reason is mandatory; administrative costs incurred

Under 24 Hours Before Charter

No Refund

Refundable: No refunds offered

Exception: Emergencies may be taken into account

Alternative: Charter credits can be issued at the discretion of management

Stipulations: Documentation required in case of emergencies

Cancellations Due to Weather

Our Assurance against Weather

The safety of our patrons is paramount. In the event of adverse weather conditions, which the captain declares as unfit for chartering, several flexible solutions are available:

  • Complete Refund: If alternative scheduling is not feasible, full reimbursement is provided
  • Rescheduling: You may postpone your charter to another available slot without extra costs
  • Charter Credits: Claim a voucher, valid for one year from the initial charter date

Evaluation of Weather Conditions

The process for weather evaluation includes:

  • Assessment of wind speed and direction
  • Wave height along with sea conditions
  • Forecasts regarding visibility and precipitation
  • Advisories and warnings from the Coast Guard
  • Safety appraisal conducted by a professional captain

Timeline for Decision: Decisions on weather-related cancellations are made at most 4 hours before the scheduled departure.

Medical Emergency Refunds

Emergency Scenarios

We recognize that medical emergencies can unfold unexpectedly. The incidents listed below could qualify for a special consideration refund:

  • Immediate hospitalization due to illness or injury
  • A family member's death
  • Unexpected military deployment or recall
  • Jury duty or a legal summons
  • Travel disruptions due to natural disasters

Requirements for Documentation

For processing claims related to emergency refunds, the following evidences are needed:

  • A hospital document or medical certificate
  • Death certificate, if relevant
  • Military orders asserting the situation
  • Legal notice for jury service or court appearance
  • Emergency declarations or travel warnings

Processing: Upon receipt of proper documentation, emergency refund requests are processed in 3-5 working days.

Cancellations due to Operational Issues

Equipment Malfunctions

Should the designated vessel suffer from mechanical failure that is not resolvable:

  • Alternative Option: We will make efforts to provide a similar alternative
  • Full Refund: Granted if no acceptable substitute is available
  • Partial Refund: Applicable if the pricing for alternate vessel varies
  • Compensation: We may provide additional compensation for the inconvenience

Unavailability of Crew

On uncommon occasions where the certified crew is not present:

  • Efforts will be made to arrange an alternative crew
  • Complete refund if the charter fails to go ahead
  • Option to reschedule without any additional cost

Refund Processing Methods

Methods of Payment

Refunds will be returned using the original payment method:

  • Credit Card: Within 5-7 working days
  • Bank Transfer: 7-10 working days
  • Cash or Cheque: 3-5 working days

Fees for Processing

Credit Card Charges

A €50 charge applies for cancellations made over 72 hours in advance

Bank Transfer Charges

For all bank transfer reimbursements, a €25 charge applies

International Transaction Charges

Extra charges may be applicable for international operations

Issuance of Charter Credits

Conditions for Credit Issuance

Certain scenarios may prompt the offering of charter credits instead of direct refunds:

  • Last-minute cancellations (within less than 24 hours)
  • Cancellations due to weather
  • Voluntary rescheduling
  • Operational disturbances

Credit Stipulations

  • Validity Period: One year from the date of issue
  • Non-transferable: Credits may not be passed on to others
  • Value: Corresponds to the full charter cost (excludes processing fees)
  • Application: Can be used towards any available charter dates
  • Deadline: There is no extension beyond the 12-month period

Refunding for Partial Services

Disruptions in Service

In case your charter is disrupted or abbreviated due to factors we control:

  • Refund proportional to the unutilized portion
  • Credit equivalent for a forthcoming charter
  • Complementary services or benefit upgrades

Disturbances Attributed to Guests

If a charter is prematurely terminated due to guest behavior or safety breaches:

  • No reimbursement for the non-used duration
  • Fees in full will still be applicable
  • Potential additional charges

Resolving Disputes over Refunds

In case of disagreement with a refund decision, you may:

  • Solicit a re-examination by our management department
  • Submit extra evidence or documentation
  • Engage with consumer protection entities
  • Consider legal avenues in accordance with relevant legislation

Procedure to Apply for a Refund

Step 1: Initiate Contact

To lodge a refund claim, please contact us through:

Step 2: Compile Necessary Details

Your refund application should consist of:

  • Verification of booking
  • Date and time of the charter
  • Justification for the cancellation
  • Relevant paperwork (if required)
  • Your preferred method for reimbursement

Step 3: Evaluation and Finalization

Our staff will validate receipt of your submission within a day, assess it according to our terms, disclose outcomes within two days, and finalize authorized reimbursements as per the given timelines.

Essential Considerations

  • All requests for reimbursement must be via written communication
  • Refunds are processed in €, disregarding the currency of the initial payment
  • We highly endorse obtaining travel insurance
  • This policy is liable to alterations given a forewarning of 30 days
  • All reimbursements adhere to applicable tax laws and regulations

Get in Touch for Refunds

For inquiries regarding refunds or to put forward a request for refund:

Refunds Department
Ocean's Elegance Yacht Club Marine Services Ltd.
Marina Port Vell
Barcelona 08039
Spain

Phone: +34 932 24 02 00
Email: [email protected]
Working Hours: Monday to Friday, from 9:00 AM until 5:00 PM

Date of the Most Recent Update: August 19, 2027

We have put forward this refund policy with fairness and transparency in mind. Please examine the stipulations rigorously before confirming a reservation and reach out to us with any questions you might have.