Refund Policy
Transparent and just refund terms for your assurance
Overview
At NeutralUtilityExchange, we recognize that situations may change, and we are committed to providing just and clear refund protocols. This document clarifies the scenarios under which refunds will be granted for yacht chartering services.
It is important to review this refund policy in detail before confirming a reservation. By reserving a yacht with NeutralUtilityExchange, you consent to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund minus service charges
Processing Time: 5-7 business days
Processing Fee: €50 for card transactions
Conditions: Cancellation must be made in writing via email or telephone
24-72 Hours Before Charter
Eligible for: Half of the total charter cost
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the reimbursement
Conditions: Justifiable reason is needed; standard administrative fees are applicable
Less than 24 Hours Before Charter
Eligible for: Refunds are not issued
Exception: Consideration may be given to emergencies
Alternative: A credit for future charters could be provided at the discretion of management
Conditions: Emergency circumstances require official proof
Weather-Related Cancellations
Our Weather Guarantee
Our primary concern is the safe conduct of our charters. Should weather conditions be classified unsafe by our certified captain for operations, we present the following alternatives:
- Full Refund: Offered if rescheduling the charter is not feasible
- Reschedule: Moving your booking to another available slot without extra charges
- Charter Credit: Issuance of credit that is valid for one year from the original date of the charter
Weather Assessment Process
The process for weather evaluation includes:
- Analyzing the direction and speed of the wind
- Evaluation of sea conditions and wave metrics
- Forecasts including visibility and precipitation
- Consideration of Coast Guard warnings and notifications
- The safety judgment made by a professional captain
Decision Timeline: Decisions regarding cancellations due to weather conditions are typically made at least 4 hours before the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We are sympathetic to the occurrence of medical urgencies. Special dispensation may be considered under these conditions:
- Sudden medical incident or injury demanding hospitalization
- Family bereavement
- Military deployment or urgent recall
- Legal jury service or legal summons
- Natural disasters impeding travel
Documentation Requirements
Emergency refund contrasts necessitate the following documents:
- Medical attestation or hospital reports
- Mortality certificate where relevant
- Confirmed military directives
- Legal summoning orders
- Emergency notifications or travel warnings
Processing: Upon obtaining the necessary paperwork, emergency reimbursements are managed within 3-5 business days.
Operational Cancellations
Mechanical Issues
Should your designated vessel be incapacitated mechanically and is beyond immediate repair:
- Alternative Vessel: We aim to provide a similar substitute
- Full Refund: Administered if an alternative cannot be secured
- Partial Refund: Pertains if the replacement vessel is varied in price
- Compensation: We may offer additional remuneration for the inconvenience caused
Crew Unavailability
In the unlikely event that a certified crew is not available:
- Efforts will be made to arrange a substitute crew
- Complete refund if the charter is unable to proceed
- Rescheduling without incurring extra cost
Refund Processing
Payment Method
Funds are given back using the original method of payment:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
€50 service charge for cancellations done earlier than 72 hours before the charter
Bank Transfer Processing
€25 service charge for all reimbursements via bank transfer
International Processing
Extra costs may be incurred for international transactions
Charter Credits
When Credits Are Offered
In certain scenarios, credits for future charters may be provided instead of the usual refund:
- Last-minute cancellations (under 24 hours notice)
- Cancellations tied to weather
- Voluntary changes to the booking
- Unforeseen operational issues
Credit Terms
- Validity: 12 months from the date of issuing
- Transferability: Credit is not exchangeable to others
- Value: The amount equivalent to the full charter, with no fees deducted
- Usage: Applicable towards any available charters
- Expiration: Credits are not extendable past 12 months
Partial Service Refunds
Service Interruptions
Compensation for charter disruptions or curtailments due to our oversight may include:
- Proportional compensation reflecting the unutilized period
- Credits applicable towards a future equivalent charter
- Gratuitous services or enhancements
Guest-Related Interruptions
If a charter is ended prematurely due to the conduct of guests or breaches of safety protocols:
- Forfeiture of refund for the remaining time
- Full charter cost remains payable
- Potential for extra charges
Dispute Resolution
In the case of disputes over refund rulings, you have the option to:
- Request an assessment by our administrative team
- Present further evidence or documentation
- Seek a resolution with consumer advocacy bodies
- Explore legal avenues as per the governing laws
How to Request a Refund
Step 1: Contact Us
To initiate a refund, reach out to us through:
- Email: [email protected]
- Phone: +377 97 77 10 00
- Visiting our headquarters in person
Step 2: Provide Information
Your refund petition should include the following details:
- Confirmation number of your reservation
- The agreed date and timing of the charter
- The basis for rescinding the service
- Any relevant backup documentation
- Your desired mode of reimbursement
Step 3: Review and Processing
Our staff will acknowledge receipt of your request within a day, examine its validity against our policy, deliberate a verdict within two days, and comply with the return of funds within the specified duration.
Important Notes
- All requisitions for refunds must be presented in written form
- Refunds will be issued in € irrespective of the original currency used for payment
- We advocate for the purchase of travel insurance
- This policy is subject to change with a notice period of thirty days
- Refunds are inclusive of relevant taxes and legal stipulations
Contact Information
Should there be inquiries on refunds or to proceed with a refund request, please reach out to:
Refunds Department
NeutralUtilityExchange Marine Services Ltd.
Yacht Haven
Monaco 98000
Monaco
Phone: +377 97 77 10 00
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM