Refund Policy
Understandable and equitable refund terms for your assurance
Overview
At NeutralQuayStation, we recognize that situations can change, and we are committed to providing clear and straightforward refund policies. This document is dedicated to describing the scenarios in which refunds are applicable for our yacht rental services.
Please examine this policy closely prior to booking. By reserving a charter with NeutralQuayStation, you are consenting to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Entire refund excluding processing charges
Processing Time: 5-7 working days
Processing Fee: €50 for card payments
Conditions: Must be requested through written correspondence or telephone
24-72 Hours Before Charter
Eligible for: Half of the total charter expense
Processing Time: 7-10 working days
Processing Fee: €25 subtracted from the refund
Conditions: Justifiable cause required; administrative costs incurred
Less than 24 Hours Before Charter
Eligible for: No reimbursement available
Exception: Urgent situations may be taken into account
Alternative: Management may offer a credit towards future charters
Conditions: Proof required for emergency situations
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our priority. If the weather is deemed hazardous for yacht operations by our certified captain, we present adaptable alternatives:
- Full Refund: Given if rescheduling isn't an option
- Reschedule: Shift your booking to another date without extra charges
- Charter Credit: Obtain a credit valid for one year from your original booking date
Weather Assessment Process
Our methodology for weather evaluation includes:
- Detailed wind speed and direction examination
- Assessment of wave heights and sea state
- Forecasts of visibility and precipitation levels
- Notices and cautions from the Coast Guard
- Certified captain's judgement on operational safety
Decision Timeline: Determinations regarding weather cancellations are made no later than 4 hours ahead of the appointed departure time.
Medical Emergency Refunds
Emergency Circumstances
In the case that you encounter a medical emergency, certain conditions might warrant special consideration:
- Unexpected disease or injury necessitating hospitalization
- Passing of a family member
- Order to active military duty or unforeseen recall
- Summon to jury service or legal mandate
- Natural catastrophes impeding travel
Documentation Requirements
To deal with requests for emergency reimbursements, please present:
- Medical acknowledgment or proof of hospital stay
- Obituary or death recognition (if related)
- Call-up papers from the military
- Legal summons or notifications for jury duty
- Emergency bulletins or travel restrictions
Processing: Requests for emergency repayments are managed within 3-5 business days once all necessary documentation is received.
Operational Cancellations
Mechanical Issues
In the event that the yacht you've been assigned encounters unresolvable mechanical failures:
- Alternative Vessel: We aim to provide a similar substitute
- Full Refund: If no comparable yacht is available
- Partial Refund: If the replacement vessel results in different pricing
- Compensation: We may offer extra compensation for any disruptions caused
Crew Unavailability
On the rare occasion that a certified crew is not available:
- An alternative crew will be arranged if possible
- A full refund if the charter cannot proceed
- Opportunity to reschedule without additional fees
Refund Processing
Payment Method
Reimbursements are issued using the same method as the original transaction:
- Credit Cards: Within 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
A €50 fee for cancellations done over 72 hours ahead
Bank Transfer Processing
A €25 fee for each bank transfer refund
International Processing
Extra fees may be applied to international operations
Charter Credits
When Credits Are Offered
Under specific scenarios, credits for future charters might be given instead of a cash refund:
- Late notice of cancellation (under 24 hours)
- Cancellations due to adverse weather
- Voluntary changes to bookings
- Service disruptions
Credit Terms
- Validity: Up to 12 months from the date of issue
- Transferability: The credit is not transferable to others
- Value: Matches the full cost of the charter without any deduction for processing fees
- Usage: Can be applied to any future charters that are available
- Expiration: The credit will expire after 12 months with no extensions
Partial Service Refunds
Service Interruptions
In case your yacht experience is interrupted or cut short due to factors we control, your options include:
- A refund proportional to the unutilized portion
- Credit for another charter of equivalent value
- Complimentary services or upgrades as compensation
Guest-Related Interruptions
If the charter needs to be ended early because of guest behavior or safety infringements, then:
- No reimbursement for the remaining time
- Fulfilment of the payment is still required
- Potential additional costs
Dispute Resolution
If you disagree with our refund decision, you may seek further action:
- Ask for a review by our administrative team
- Submit extra proof or documentation
- Look for resolution through consumer advocacy organizations
- Exercise legal channels as permitted by law
How to Request a Refund
Step 1: Contact Us
To start a refund case, get in touch using:
- Email: [email protected]
- Phone: +377 93 10 63 00
- Directly at our marina location
Step 2: Provide Information
Your refund application should contain:
- The number confirming your booking
- Date and time of the charter
- The cause of cancelling
- Any applicable supporting papers
- Your chosen method to receive the refund
Step 3: Review and Processing
Our department will confirm the receipt of your request within one day, compare it to our policy, make a decision in two days, and process approved refunds within the times specified earlier.
Important Notes
- All refund requests must be documented in written form
- Repayments are made in € regardless of the original payment currency
- We highly recommend purchasing travel insurance
- This policy is subject to updates with a notice period of 30 days
- Refunds adhere to relevant taxes and regulations
Contact Information
For refund inquiries or to file a refund request:
Refunds Department
NeutralQuayStation Marine Services Ltd.
Port Hercules
Monaco 98000
Monaco
Phone: +377 93 10 63 00
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM