Refund Policy
Transparent and equitable refund guidelines for your assurance
Overview
At NeutralServiceGarden, we realize that plans can change, and we are committed to providing clear and straightforward refund policies. This document details the scenarios under which refunds are granted for our yacht rental services.
Before you book, please examine this policy thoroughly. When you reserve a yacht with NeutralServiceGarden, you are agreeing to these terms regarding refunds.
Standard Cancellation and Refund Timeline
More than 72 Hours Prior to Charter
Entitled to: Entire refund minus service fees
Processing Duration: 5-7 working days
Service Charge: £50 for transactions via card
Requirements: Request must be made in writing, either through email or telephone
24-72 Hours Prior to Charter
Entitled to: Half the total cost of charter
Processing Duration: 7-10 working days
Service Charge: £25 taken from the refund amount
Requirements: Justifiable reason needed; administrative fees apply
Less than 24 Hours Before Charter
Entitled to: Refund not offered
Exception: Emergency cases could be taken into account
Alternative Option: Credit for booking might be given at managerial discretion
Requirements: Proof needed for emergencies
Cancellations Due to Weather
Our Promise for Weather Conditions
Your safety is our utmost concern. If the captain deems the weather conditions unsafe for sailing, we offer various alternatives:
- Complete Refund: Issued when rescheduling isn't an option
- Change of Date: Reschedule to another available time without extra charges
- Credit: A voucher valid for one year from the date of the initial booking
Evaluating Weather Conditions
Weather checks include:
- Analysis of wind velocity and patterns
- Assessment of wave stature and oceanic state
- Forecast of visibility and precipitation
- Alerts and notices from the Coast Guard
- A safety assessment by our professional captain
Decision Timeframe: A call regarding weather cancellation is made at the latest 4 hours ahead of the planned departure.
Refunds in the Case of Medical Emergency
Extraordinary Situations
Medical emergencies are unforeseen. The situations below might be eligible for special consideration:
- Sudden sickness or injury necessitating hospital care
- Loss of a close family member
- Movement or recall in an emergency by the military
- Summons for jury service or lawful subpoena
- Disasters impacting travel
Documents Required
To process requests related to medical emergencies, please provide:
- A certification for health or hospital documentation
- Certificate of death (if pertinent)
- Formal military directives
- Legal summons or notice for jury service
- Official advisories or declarations of emergency
Execution: Emergency refunds are processed within a timeframe of 3-5 business days after receiving required documents.
Cancellations on Operational Grounds
Technical Difficulties
If the vessel you're assigned encounters insurmountable mechanical issues:
- Substitute Vessel: We'll make an effort to supply an equivalent replacement
- Complete Refund: Provided when a suitable replacement isn't available
- Proportional Refund: If the alternative vessel comes at a different rate
- Compensation: Extra accommodation could be offered to offset inconvenience
Unavailability of Crew
In the rare occasion that our certified crew cannot be present:
- Another crew may be arranged, if feasible
- Complete refund if the yacht trip can't take place
- Reschedule without extra fees
Process for Refund
Method of Payment
Refunds will be credited to the payment method initially utilized for the booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Service Charges
Credit Card Transactions
£50 charge for cancellations done over 72 hours in advance
Refund via Bank Transfer
£25 charge for all refunds made through bank transfers
Cross-Border Processing
Additional charges may be incurred for cross-border transactions
Issuance of Charter Credits
Scenarios for Credit Issuance
Charter credits might be presented as an alternative to refunds under particular conditions:
- Late cancellations within less than 24 hours
- Cancellations related to weather
- Voluntary requests to reschedule
- Disruptions in the operational process
Credit Conditions
- Validity Period: One year from the date of issue
- Non-transferable: Credits cannot be passed to others
- Amount: Reflects the full value of the charter without service fees
- Application: Usable for any available yacht trip
- Expiration: Credits must be used within 12 months with no extension
Reimbursements for Partial Services
Disruptions of Service
In the event that your yacht journey is disrupted or curtailed due to elements within our authority:
- Reimbursement proportionate to the unutilized portion
- Credit for a future trip of equivalent value
- Additional amenities or upgrades at no cost
Guest-Related Disruptions
Should a trip end prematurely due to the behavior of a guest or breaches of safety:
- No reimbursement for remaining time
- The full fee remains payable
- Potential for extra charges to apply
Settling Disputes
In case of disagreement with a refund decision made, you have the option to:
- Seek an appraisal by our management
- Submit further evidence or documentation
- Engage consumer protection bodies for a solution
- Explore legal channels as prescribed by the relevant laws
Initiating a Request for Refund
Step 1: Get in Touch
Lodge your refund claim through:
- Email: [email protected]
- Phone: +44 23 8000 1234
- Face-to-face at our coastal office
Step 2: Submitting Your Information
Encompass the following details with your claim:
- Confirmation code from booking
- Date and timing of the charter
- Causation for the annulment
- Relevant documentation, if any
- Preferred mode for refund
Step 3: Assessment and Execution
Our support team will recognize your request within one day, assess it relative to this guideline, conclude within two days, and perform approved refunds as specified in the aforementioned procedures.
Pertinent Remarks
- All demands for refunds should be articulated in writing
- Refunds will be conducted in £ irrespective of the original currency used for payment
- Acquisition of travel insurance is highly advised
- This directive can be updated with a notice period of 30 days
- Refunds will abide by pertinent taxes and regulations
Getting Further Assistance
For inquiries or to process a refund request:
Refund Operations
NeutralServiceGarden Marine Services Ltd.
Marina Bay
Southampton SO14 3QT
United Kingdom
Telephone: +44 23 8000 1234
Electronic mail: [email protected]
Operational Hours: Monday to Friday, 9:00 A.M. – 5:00 P.M.