Refund Policy

Transparent and equitable refund procedures for your security

Introduction

At NeutralAccessCommons, we are aware that situations may arise requiring changes, and we aim to maintain clear and honest refund guidelines. This document clarifies the terms under which refunds will be granted for yacht charter services.

Examine this policy attentively before confirming a reservation. When you reserve a charter with NeutralAccessCommons, you agree to these refund conditions.

Regular Cancellation and Reimbursement Timetable

Further than 72 Hours Prior to Charter

100% Refund

Entitled to: Full reimbursement excluding service charges

Transaction Period: 5-7 business days

Service Charge: €50 for credit card dealings

Criteria: Must be submitted via written request through email or phone communication

Between 24 to 72 Hours Before Charter

50% Refund

Entitled to: Half the total charter cost

Transaction Period: 7-10 business days

Service Charge: €25 deducted from the refund total

Criteria: Legitimate reasoning required; additional administrative charges applicable

Less than 24 Hours Prior to Charter

No Refund

Entitled to: No possibility of refund

Exception: Cases of urgent circumstances might be considered

Option: Credit for a future charter may be provided at the discretion of the management

Criteria: Emergency claims require evidential support

Cancellations Due to Weather

Guarantee Against Bad Weather

Your safety is our utmost importance. Should our certified captain determine the weather to be unfit for sailing, we offer adaptable options:

  • Complete Refund: Should rescheduling prove infeasible, a full refund will be provided
  • Change of Schedule: Adjust your charter to an alternate date without any additional fees
  • Charter Credit: Receive a voucher valid for one year from the original charter date

Assessment Process for Weather

Our evaluation of the weather includes:

  • Assessment of wind velocity and orientation
  • Examination of swell size and oceanic conditions
  • Projections of visibility and likelihood of precipitation
  • Marine advisories and alerts
  • Captain’s expert safety assessment

Timing of Decision: We make final decisions regarding weather-related cancellations not more than 4 hours before the planned departure.

Refunds Because of Medical Emergencies

Exceptional Situations

We recognize that unexpected medical emergencies occur. Under such circumstances, special considerations may be granted:

  • Acute illness or harm necessitating hospital care
  • Demise of a close relative
  • Compulsory military duty or unexpected recall
  • Legal orders to appear in court or jury obligations
  • Natural calamities interfering with travel plans

Requirements for Documentation

To request a refund due to emergencies, please supply:

  • Proof of medical condition or hospital records
  • Mortality documentation, if relevant
  • Governmental military orders
  • Legal notifications for court or juror duties
  • Travel advisories or declarations of emergency

Procedure: Refunds for emergencies are managed within 3-5 working days following the receipt of required proof.

Refunds Due to Operational Interruptions

Technical Failures

If your designated vessel malfunctions and cannot be repaired in time:

  • Substitute Vessel: We will endeavor to offer a similar vessel as replacement
  • Complete Refund: Provided if no appropriate substitution is available
  • Partial Refund: Given if the replacement vessel operates at varying rates
  • Compensation: Additional reparation might be considered for the inconvenience

Unavailability of Crew

In uncommon scenarios where a certified crew is not available:

  • Efforts will be made to arrange an alternate crew
  • Complete refund provided if the charter cannot go ahead
  • Opportunity to reschedule without incurring extra costs

Refund Procedures

Method of Payment

Reimbursements will be made using the same payment method as the initial booking:

  • Credit Cards: Processed within 5-7 business days
  • Bank Transfers: Processed within 7-10 business days
  • Cash or Cheque: Processed within 3-5 business days

Service Fees

Credit Card Transaction

€50 charge for cancellations made more than 72 hours ahead of time

Processing for Bank Transfers

€25 charge applicable to all bank transfer reimbursements

Transactions Internationally

Extra fees may be applied for transactions across borders

Charter Vouchers

Conditions for Credit Issuance

Credits for charters may be offered instead of refunds under certain conditions:

  • Cancellations occurring late (less than 24 hours prior)
  • Cancellations due to adverse weather conditions
  • User-initiated requests to reschedule
  • Disruptions related to operations

Details of the Credit

  • Validity Duration: Effective for one year from the date of issuance
  • Transferability: Credits cannot be transferred to other individuals
  • Value: Equal to the full value of the charter without service fees
  • Utilization: Applicable towards any accessible charter service
  • Expiry: No prolongment past the 12-month period

Proportional Service Reimbursements

Interruptions to Services

If an interruption or shortening of the charter occurs due to our oversight:

  • Refund corresponding to the unused duration
  • Credit equivalent to a future charter of the same value
  • Complimentary amenities or enhancements

Disruptions Related to Guests

Should a charter be cut short due to guest behavior or violations of safety regulations:

  • No return of funds for the unspent period
  • Full payment is still required
  • Additional costs may be charged

Settlement of Disputes

Should you contest a refund judgement, you are entitled to:

  • Appeal for a re-evaluation by our administrative team
  • Present more evidence or records
  • Engage consumer protection bodies to seek resolution
  • Resort to legal options in accordance with the prevailing laws

Process for Refund Applications

Starting Step: Reaching Out

Forward your refund inquiry through:

Second Step: Submitting Details

Your application should include these details:

  • Number confirming your booking
  • Date and hour of the charter
  • Cause for the cancellation
  • Any pertinent documentation (if needed)
  • Your desired method for reimbursement

Third Step: Examination and Completion

Once received, our team will confirm your appeal within a day, compare it against our policy, come to a decision within two days, and process sanctions that are approved within the indicated periods.

Noteworthy Points

  • All applications for refunds need to be made in a written format
  • Reimbursements are executed in € regardless of the currency used for the initial payment
  • It is strongly suggested to acquire travel insurance
  • This policy can be amended given a notice span of 30 days
  • Refunds are subject to relevant taxes and legal stipulations

Contact Details

For inquiries regarding refunds or to put forth a refund request:

Refunds Department
NeutralAccessCommons Marine Services Ltd.
Port de Monaco
Monaco 98000
Monaco

Phone: +377 93 10 63 00
Email: [email protected]
Office Hours: Monday to Friday from 9:00 AM until 5:00 PM

Last Revision Date: July 17, 2025

This reimbursement policy is formulated to be equitable and straightforward. We urge you to evaluate these terms meticulously prior to booking and to reach out to us with any questions.