Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At NeutralGatewayCenter, we recognize that situations may alter, and it is our commitment to ensure that our refund policies are clear and equitable. This policy details the specific circumstances under which refunds may be granted for our yacht charter services.
Please ensure you have understood this policy in its entirety prior to booking. When you reserve a charter with NeutralGatewayCenter, you are consenting to and accepting these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Request must be made in writing through email or phone
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 refund amount
Conditions: Justified reason needed; administrative charges will be applied
Less than 24 Hours Before Charter
Eligible for: No option for a refund
Exception: Cases of emergency might be taken into consideration
Alternative: A credit for future charters might be offered at the discretion of the management
Conditions: Proof is required for emergency claims
Weather-Related Cancellations
Our Weather Guarantee
Ensuring safety is paramount. Should the charter conditions be considered hazardous for navigation by our certified captain, we offer several flexible alternatives:
- Full Refund: A complete refund is offered if rescheduling is impracticable
- Reschedule: Move your charter to an alternative available slot at no extra expense
- Charter Credit: Receive a voucher valid for one year from the original charter date
Weather Assessment Process
Our assessment of weather conditions encompasses:
- Evaluation of wind speed and direction
- Survey of wave height and ocean state
- Predictions concerning visibility and precipitation
- Notifications and alerts from the Coast Guard
- A professional and safety-focused appraisal by our captain
Decision Timeline: Decisions regarding weather-based cancellations are made no later than 4 hours preceding the planned departure.
Operational Cancellations
Mechanical Issues
If the designated vessel encounters insurmountable mechanical issues:
- Alternative Vessel: An effort will be made to supply a similar substitute
- Full Refund: Provided when no suitable replacement is available
- Partial Refund: Issued if the replacement vessel features different pricing
- Compensation: Additional consolation may be provided for the inconvenience suffered
Crew Unavailability
In the unlikely event of the certified crew being unavailable:
- A substitute crew will be arranged when feasible
- A full refund will be provided if the charter cannot take place
- Options to reschedule at no extra charge
Refund Processing
Payment Method
Reimbursements are returned via the original payment mode utilized for the reservation:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
€50 charge for cancellations made more than 72 hours ahead
Bank Transfer Processing
€25 charge for all bank transfer reimbursements
International Processing
Extra fees may be applied for transactions across borders
Dispute Resolution
If you find yourself at odds with a refund ruling, your options are as follows:
- Seek an examination of your case by our management division
- Supply additional proof or clarification
- Look for a resolution via consumer advocacy entities
- Contemplate legal avenues per the regulations and laws in force
How to Request a Refund
Step 1: Get in Touch
Put forward your refund solicitation through:
- Email: [email protected]
- Phone: +49 40 9999 0000
- Direct discussion at our main office
Step 2: Submission of Details
Your communication should encompass:
- The number confirming your booking
- The set date and time for the charter
- The rationale behind cancellation
- Any pertinent supporting documents (as necessary)
- Your preferred method for receiving the refund
Step 3: Evaluation and Action
Our representatives will acknowledge your request inside of a day, assess it in the light of our policy, reach a decision within a period of 48 hours, and proceed with the refund in accordance with the timelines stated.
Important Notes
- All appeals for refunds need to be explicit and in paper form
- Reimbursements will be issued in €, irrespective of the currency used initially
- We strongly advise the acquisition of travel insurance
- This document is open to updates, at a notice period of 30 days
- Refunds will adhere to relevant taxation laws and policies
Contact Information
For inquiries surrounding our refund procedures or to initiate a refund application, please contact:
Refunds Department
NeutralGatewayCenter Marine Services Ltd.
Marina Point
Hamburg 20459
Germany
Phone: +49 40 9999 0000
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM