Refund Policy
Transparent and equitable refund provisions for your confidence
Overview
At CivicResourceNexus, we recognize that situations may alter, and our commitment is to transparent and just refund practices. This document delineates the scenarios in which refunds might be provided for yacht charter services.
We urge you to review this document thoroughly prior to reserving a service. Your reservation with CivicResourceNexus constitutes acceptance of the terms laid out for refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding service charges
Processing Time: 5-7 business days
Service Fee: €50 for card payments
Terms: Must be submitted in writing through email or by phone
24-72 Hours Before Charter
Eligible for: Half of the total charter cost
Processing Time: 7-10 business days
Service Fee: €25 deducted from the refunded amount
Terms: A legitimate rationale required; administrative expenses incurred
Less than 24 Hours Before Charter
Eligible for: No possibility of refund
Exception: Consideration given to emergency situations
Alternative: A credit for future charter may be provided at management's discretion
Terms: Proof required for emergencies
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our foremost concern. If our captain deems weather conditions as unsafe for sailing, we provide accommodating alternatives:
- Full Refund: Should rescheduling not be an option, you receive a full refund
- Reschedule: We offer the opportunity to reschedule to an upcoming available slot with no extra charges
- Charter Credit: Credit issued valid for one year from the original booking date
Weather Assessment Process
We evaluate weather conditions considering multiple factors:
- Analysis of wind velocity and patterns
- Sea state and swell forecast
- Predictions for visibility and rainfall
- Maritime advisories and cautions
- Expert captain's safety assessment
Decision Timeline: Decisions on weather-induced cancellation are made no less than 4 hours before the designated departure time.
Medical Emergency Refunds
Emergency Provisions
We appreciate that unforeseen medical emergencies can arise. The following are situations that may be given special consideration:
- Acute illness or accidental injury necessitating hospital care
- Demise of a family member
- Compulsory military service or sudden recall
- Mandatory jury service or legal summons
- Natural calamities impacting travel
Submission Requirements
For processing emergency refunds, the following documentation is required:
- Medical attestation or hospital records
- Death notice, if relevant
- Formal military directive
- Legal summons or jury notification
- Travel warnings or state of emergency announcements
Refund Procedure: Emergency reimbursements are executed within 3-5 business days post-receipt of necessary verification.
Operational Cancellations
Technical Difficulties
If the yacht assigned to you encounters technical issues that aren't promptly solvable, the following are your options:
- Alternate Vessel: We will try to arrange a similar vessel as a substitute
- Full Refund: Offered when no compatible replacement can be arranged
- Partial Refund: Applicable if the alternate vessel exhibits different tariff
- Recompense: We might extend additional compensation for the inconvenience
Crew Unavailability
On rare occasions, if a certified crew is not available:
- Efforts will be made to arrange an alternative crew
- Full reimbursement if the charter can't proceed
- Option to reschedule without additional fees
Refund Processing
Reimbursement Method
Refunds are carried out back to the initial mode of payment:
- Credit Cards: Processed within 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: Within 3-5 business days
Procedure Charges
Credit Card Procedures
A fee of €50 for cancellations effected more than 72 hours before
Bank Transfer Procedures
A handling fee of €25 for all bank transfer refunds
International Processing
Extra charges might be levied for international dealings
Charter Credits
Credit Issuance Conditions
Credits as a substitute for a refund are offered under certain scenarios:
- Cancellations within less than 24 hours
- Charter disruptions due to weather
- Requests for voluntary rescheduling
- Operational interruptions
Credit Terms of Use
- Validity: Must be used within 12 months of issuance
- Transferability: Non-transferrable to others
- Value: Equivalent to the full cost of the charter, no service fees applied
- Application: Can be used for any available yachting date
- Extension: No extensions beyond the stipulated 12 months
Partial Service Refunds
Disruptions During the Service
Should your charter be disrupted or shortened due to causes within our purview:
- Pro-rata refund for the unutilized duration
- Credit for a subsequent charter of equivalent value
- Additional courtesy services or upgrades provided
Disruptions Caused by Guests
If a charter concludes prematurely due to misconduct or safety breaches by the guest(s):
- No compensation for the unused period
- Full cost must be settled
- Potential for incurring further charges
Conflict Resolution
In the event of disagreement over a refund verdict, the following steps are possible:
- Escalate for review by our executive team
- Supply additional supporting evidence or details
- Engage consumer protection bodies for mediating the dispute
- Explore legal options in accordance with jurisdictional laws
Procedure to Apply for a Refund
Step 1: Initiate Contact
To propose a refund request, reach out via:
- Email: [email protected]
- Phone: +34 932 21 74 74
- Directly at our office on the dock
Step 2: Provide the Necessary Information
Your request should contain:
- Verification of reservation
- The date and time of your charter
- The rationale for cancellation
- Necessary supportive documentation (when applicable)
- Your chosen method for refund
Step 3: Evaluation and Actioning
Upon submission, our team will acknowledge within one business day, evaluate against our refund policy within two business days, and undertake processing promptly for sanctioned refunds.
Critical Notices
- Refund appeals require written submission
- Refund operations are in € irrespective of the original payment mode
- Acquisition of insurance for travel is highly advised
- Notice of changes to this policy provided 30 days in advance
- Refunds are subject to relevant tax laws and rules
Contact Details
Should you have inquiries regarding refunds or wish to submit an application:
Refunds Department
CivicResourceNexus Marine Services Ltd.
Port Vell Marina
Barcelona 08039
Spain
Phone: +34 932 21 74 74
Email: [email protected]
Business hours: Monday–Friday, 9:00 AM – 5:00 PM