Refund Policy
Straightforward and equitable refund terms for your assurance
Overview
At NeutralConnectionHub, we recognize that situations can shift, thus we endeavor to offer clear and honest reimbursement guidelines. This document provides details regarding the scenarios in which we issue refunds for our yacht chartering amenities.
It is important to review this document prior to confirming your booking. When you contract a yacht charter with NeutralConnectionHub, it is indicative of your concurrence with the outlined refund policies.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Entire refund excluding processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Must be requested formally via written communication or telephone
24-72 Hours Before Charter
Eligible for: Half of the entire charter cost
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the reimbursement
Conditions: A legitimate reason must be provided; administrative expenses incurred
Less than 24 Hours Before Charter
Eligible for: No restitution options available
Exception: Consideration for emergencies on a discretionary basis
Alternative: Possible offering of charter credit, as per management's judgement
Conditions: Emergency claims must be supported with documentation
Weather-Related Cancellations
Our Weather Guarantee
If the captain, officially certified, rules that weather conditions are perilous for charter operations, we extend flexible alternatives:
- Full Refund: Issued if rescheduling is not feasible
- Reschedule: Change your charter to a forthcoming available date with no additional fees
- Charter Credit: Obtain a credit note, valid for one year from the original booking date
Weather Assessment Process
We consider multiple factors when performing a weather analysis:
- An examination of wind speed and direction
- Assessment of wave height and maritime conditions
- Visibility and precipitation prospects
- Advisories and alerts from maritime authorities
- The safety deliberation of a professional captain
Decision Timeline: Conclusions regarding weather-based cancellations are made at least 4 hours prior to the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We are sensitive to the sudden onset of medical emergencies. The ensuing instances may be applicable for exceptional consideration:
- Acute illness or injury necessitating hospital care
- Losing an immediate family member
- Call to military duty in urgent scenarios
- Legal obligations such as jury service or subpoenas
- Extreme weather events impacting travel potential
Documentation Requirements
To handle requests for emergency refunds, please present the following:
- Medical verification or evidence of hospital stay
- Death notice or equivalent (if applicable)
- Formal military directives
- Legal summons or notices of jury duty
- Emergency announcements or travel restrictions
Processing: Claims for emergency refunds are processed within 3-5 business days after we receive the required paperwork.
Operational Cancellations
Mechanical Issues
In the event of mechanical failures with the assigned watercraft that are insurmountable:
- Alternative Vessel: We will make an effort to supply a substitutive craft of similar caliber
- Full Refund: Provided if an equivalent option is unattainable
- Partial Refund: If the substitutive craft has a varied price range
- Compensation: Supplementary reparations may be offered for the trouble caused
Crew Unavailability
In the exceptional event that a certified crew is not available:
- Efforts will be made to arrange alternative crew members
- A full refund issued if the charter is unable to proceed
- Option to reschedule with no further costs involved
Refund Processing
Payment Method
Reimbursements are executed via the original method of payment utilized for booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
€50 charge for cancellations requested over 72 hours in advance
Bank Transfer Processing
€25 charge for all bank transfer reimbursements
International Processing
Supplementary charges may apply for transactions executed internationally
Charter Credits
When Credits Are Offered
Charter credits are sometimes proposed as an alternate to monetary refunds under certain conditions:
- Late cancelations (within 24 hours before charter)
- Cancellation due to weather conditions
- Voluntary requests to reschedule
- Interruptions owing to operational complications
Credit Terms
- Validity: 12 months from the date of issuance
- Transferability: They are non-transferable and cannot be passed onto others
- Value: Reflects the full value of the yacht charter, devoid of processing fees
- Usage: May be redeemable for any available yacht charter
- Expiration: Credits must be utilized within 12 months, with no extensions
Partial Service Refunds
Service Interruptions
If your yacht charter is hindered or curtailed due to reasons that we can control:
- A proportional refund based on the undelivered service time
- Credit for a future charter equivalent in value
- Additional complimentary services or benefits
Guest-Related Interruptions
If a charter needs to be terminated ahead of time because of guest actions or violations of safety protocols:
- No reimbursement for the unspent charter duration
- The full sum is still due
- Possible extra charges for the incurred disruptions
Dispute Resolution
If there is a disagreement with a refund judgement, you may:
- Call for a review by our managerial staff
- Supply supplementary proof or documentation
- Seek a resolution through consumer advocacy entities
- Consider legal avenues as per the pertinent regulations
How to Request a Refund
Step 1: Contact Us
Begin your refund request through:
- Email: [email protected]
- Phone: +39 02 1234 5678
- In person at our marina establishment
Step 2: Provide Information
Enclose the ensuing information in your communication:
- Confirmation number of your booking
- Details of the charter's time and date
- Explanation for the cancellation
- Related supporting documents (if needed)
- Choice for how you wish to receive the refund
Step 3: Review and Processing
Upon receiving your request, our team will verify it within 24 hours, compare it to the aforementioned terms, deliver a verdict within 48 hours, and initiate refund procedures within the disclosed processing periods.
Important Notes
- All appeals for refunds need to be conveyed in writing
- Refunds are executed in €, notwithstanding the original payment currency
- We highly endorse acquiring travel insurance
- This policy is liable to alterations, given a 30-day notice period
- Reimbursements are inclusive of taxes and compliance with relevant laws
Contact Information
Please reach out concerning refunds or to submit a refund application:
Refunds Department
NeutralConnectionHub Marine Services Ltd.
Marina Point
Milan 20121
Italy
Phone: +39 02 1234 5678
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM