Refund Policy
Our commitment to transparent and equitable refund terms for your confidence
Overview
At CivicCommonsClearing, we recognize that plans can change, and are dedicated to providing straightforward and comprehendible refund policies. This document details the criteria under which we grant refunds for our yacht charter services.
Before confirming a reservation, please acquaint yourself with these policies. By reserving a yacht with CivicCommonsClearing, you consent to the refund terms set forth herein.
Standard Cancellation and Refund Schedule
Over 72 Hours Prior to Charter
Entitled to: Entire refund minus transaction fees
Refund Processing: Estimated 5-7 workdays
Transaction Fee: €50 for credit card operations
Requirement for Claim: Written application through email or by phone
Between 24 and 72 Hours Before Charter
Qualified to Receive: Half of the full charter fee
Refund Processing: Anticipated 7-10 workdays
Transaction Fee: €25 deducted from the refund amount
Stipulated Conditions: A valid reason is necessary; administrative charges applicable
Within 24 Hours of Charter
Eligibility: No refunds offered
Under Special Consideration: Exceptions for emergencies can be considered
Alternate Solution: Provision of a charter credit may be within management's discretion
Conditions for Eligibility: Proof required for emergency appeals
Cancellations Due to Weather
Our Assurance Regarding Weather
Your safety is of utmost importance. If sailing conditions are judged unsafe by our experienced captain, we provide alternative options:
- Complete Refund: Offered in full if rescheduling is impractical
- Change Date: Alter the date of your charter to an alternative available slot without incurring extra charges
- Credit for Charter: Issue of a credit usable for 12 months from the initial date of the charter
Protocol for Assessing Weather
We evaluate weather conditions using:
- Analysis of wind velocity and trajectory
- Assessment of sea state and wave height
- Forecasts related to visibility and precipitation levels
- Adherence to Coast Guard notifications and cautions
- Captain's expert judgment on safety
Decision Making Timeline: Determinations concerning weather-related cancellations are made at most 4 hours before the intended departure time.
Refunds in the Event of Medical Emergencies
Extenuating Conditions
We are considerate of the unexpected nature of medical crises. These situations may be eligible for exceptional consideration:
- Unforeseen medical conditions or injuries that necessitate hospital admission
- Demise of a family member
- Call to military duty or unforeseen recall
- Enlistment for jury duty or a court order
- Natural calamities impacting travel plans
Requirement for Documentation
Required documentation for processing emergency-related refunds include:
- Healthcare provider's authorization or hospital records
- Certified statement of death (if relevant)
- Authorized military directives
- Judicial summons or notice of juror selection
- Approved travel notices or declarations of emergency
Refund Timing: Assuming all appropriate documentation is received, emergency refund claims are addressed within 3-5 business days.
Refunds Concerning Operational Cancellations
Technical Failures
In an event where your designated vessel is plagued by technical issues that are unsolvable:
- Replacement Vessel: We endeavor to arrange a substitute of similar status
- Full Refund: Extended if substitution is unavailable
- Partial Refund: If the alternate vessel comes at a different rate
- Additional Recompense: Possibility of additional reparation for the inconvenience
Lack of Available Crew
In uncommon situations where incapable of providing the certified crew:
- An effort to source a substitute crew will be made
- Entitlement of a full refund if the trip cannot be conducted
- A permit to reschedule without additional fees
Method of Refund Processing
Mode of Payment
All refunds will be credited back through the initial mode of payment:
- Payment via Credit Card: Processed within 5-7 business days
- Direct Bank Transfers: Processed within 7-10 business days
- Payments made in Cash/Cheque: Processed within 3-5 business days
Fees for Processing
Credit Card Procedure
A €50 cost for cancellations with a notice exceeding 72 hours
Bank Transfer Actions
A €25 fee applied to all refund procedures via bank transfer
Foreign Transactions
Boundary-crossing transactions may incur additional costs
Credit Options for Charters
Scenarios for Providing Credits
Credits for future charters might be proposed as a substitute for refunds under certain circumstances:
- Annulments made at the eleventh hour (under 24 hours in advance)
- Cancellations due to weather concerns
- Customer-initiated requests to change dates
- Interruptions in operations
Credit Specifications
- Period of Validity: Carries a validity of 12 months post issuance
- Transfer Restrictions: Not assignable to third parties
- Credit Worth: Reflects the total charter value without deductions for handling fees
- Redemption: Applicable towards any charter available
- Lapse Date: Credits expire without opportunity of renewal after 12 months
Compensation for Partial Utilization of Services
Disruptions to Services
In occurrences where your charter is disrupted or ends prematurely due to factors we have control over:
- Refunds calculated based on the portion of the service not availed
- Credits equivalent to the value of the charter service not used
- Offers of complimentary services or upgrades
Interruptions Caused by Guests
If a charter requires early termination due to the demeanor or breaching of safety protocols by the guests:
- Unused services are non-refundable
- Obligation to remit in full remains
- Extra costs may be imposed
Procedure for Settling Disputes
In case of disagreement with a refund decision, one might:
- Request for a reevaluation by our executive team
- Submit supplementary evidence or documents
- Seek conciliation through customer protection agencies
- Look to legal recourse within the jurisdiction's laws
Application for Refund
Step 1: Establish Communication
To initiate a refund, apply through:
- Email: [email protected]
- Phone: +34 931 22 33 44
- Personally at our seaport facility
Step 2: Compiling Information
Your refund plea should include:
- Confirmation code of your booking
- Scheduled date and time of your charter
- Grounds for the cancellation
- Corroborative documents (where applicable)
- Choice of refunding method
Step 3: Assessment and Execution
Our team will confirm receipt of your plea within 24 hours. We shall then evaluate it aligned with the established policy, reach a verdict within 48 hours, and action approved reimbursements within the specified periods.
Essential Remarks
- All pleas for refund must be presented in written form
- Refund conducts are carried out in €, notwithstanding the currency employed at the time of payment
- We highly recommend acquiring travel insurance
- This policy may undergo amendments, to which we will provide 30 days' notice
- Reimbursements are shaped according to relevant taxes and regulatory frameworks
Details for Contact
Should you need to inquire regarding refunds or to lodge a refund application:
Department for Refunds
CivicCommonsClearing Marine Services Ltd.
Paseo de Gracia
Barcelona 08008
Spain
Phone: +34 931 22 33 44
Email: [email protected]
Hours of Operation: Monday–Friday, 9:00 AM – 5:00 PM