Refund Policy

Transparent and straightforward refund terms for your reassurance

Overview

At SharedInformationSquare, we recognize that plans can change, leading us to establish a transparent and equitable refund policy. This document explains the conditions under which refunds are granted for our yacht charter services.

Please review this policy thoroughly prior to finalizing your reservation. Committing to a booking with SharedInformationSquare signifies your consent to this refund policy.

Standard Cancellation and Refund Procedure

Over 72 Hours Prior to Charter

100% Refund

Applicable to: Full reimbursement minus service charges

Refund Processing Time: 5-7 working days

Service Charge: €50 for card transactions

Requirements: Cancellation must be requested formally through email or telephone

24-72 Hours Before Charter Start

50% Refund

Applicable to: Half of the total charter cost

Refund Processing Time: 7-10 working days

Service Charge: €25 will be subtracted from the refund amount

Requirements: Legitimate reason needed; cancellation involves administrative costs

Fewer than 24 Hours Prior to Charter Start

No Refund

Applicable to: Refunds are not available

Exception: Exceptional situations could be taken into account

Alternative: At the discretion of the management, charter credit might be proposed

Requirements: Proof is necessary for emergency situations

Weather-Based Cancellations

Our Promise Regarding Weather

Your safety is our utmost priority. If the charter's captain, who is fully certified, decides that weather conditions are dangerous for the charter operations, we provide several alternatives:

  • Complete Refund: Offered if rescheduling proves to be impossible
  • Reschedule: We allow you to change your charter date to another available day at no extra charge
  • Charter Credit: A credit you can use within 12 months of your original charter date

Determining Weather Conditions

We take the following into consideration while assessing the weather:

  • Analysis of wind speeds and directions
  • Checking wave height and overall sea conditions
  • Forecast of visibility and precipitation
  • Notices and advisories from the Coast Guard
  • Professional assessment of safety by the captain

Decision Timeline: We communicate decisions regarding weather-related cancellations at the latest 4 hours before the scheduled departure.

Refunds in Medical Emergencies

Possible Emergencies

We are aware that unforeseen medical emergencies can occur. The situations that might qualify for special consideration include:

  • A sudden injury or illness that necessitates hospital care
  • A death within the immediate family
  • Unexpected military orders or callbacks
  • Jury service or legal subpoenas
  • Natural disasters affecting travel plans

Required Documentation

To address requests for emergency refunds, we require the following documents:

  • A medical note or documentation from a hospital
  • A copy of the death certificate, if relevant
  • Official documentation from the military
  • Jury summons or legal notices
  • Emergency declarations or travel alerts

Refund Process: Emergency refunds are processed within a timespan of 3-5 business days after we receive the necessary documentation.

Cancellations Due to Operational Issues

Technical Problems with the Vessel

If your designated yacht is not operational due to mechanical issues:

  • Alternative Yacht: We'll endeavor to provide a suitable replacement
  • Full Refund: Issued if an alternative yacht is not available
  • Partial Refund: Provided if the substitute yacht has different fees
  • Additional Compensation: We might offer extra compensation for the inconvenience caused

Absence of Crew

In the scarce event that a certified crew member is unavailable:

  • We will try to arrange a substitute crew
  • Full refund if we cannot proceed with the charter
  • Possibility to reschedule without additional fees

Procedures for Refund Processing

Methods of Reimbursement

Refunds are credited back to the original mode of payment:

  • Credit Cards: 5-7 business days
  • Bank Transfers: 7-10 business days
  • Cash/Check: 3-5 business days

Transaction Fees

Card Transaction Service Fee

€50 for cancellations with more than a 72-hour notice

Bank Transfer Service Fee

€25 for every bank transfer refund

International Transaction Fee

Additional charges are applicable for refunds involving international transfers

Issuance of Charter Credits

Scenarios for Credit Issuance

Charter credits may be given as a refund alternative under specific circumstances:

  • For last-minute cancellations (less than 24 hours before)
  • If the cancellation is due to weather conditions
  • Should you choose to reschedule voluntarily
  • In case of operational setbacks

Credit Guidelines

  • Validity Duration: Valid for a year from the issuance date
  • Non-Transferrable: Cannot be moved to different entities
  • Value: Covers the full value of the charter without deductions for processing fees
  • Redeemable For: Applicable towards any charter that's available
  • Expiration: It cannot be extended past a 12-month period

Policies on Partial Refunds for Services

Interruption of Services

Should your charter experience disruptions or be curtailed due to factors within our control:

  • A refund corresponding to the unused portion
  • Credit towards a future charter of equal value
  • Extra services or upgrades without charge

Termination Due to Guest Actions

If a charter has to end earlier than planned due to guest misconduct or breaches of safety measures:

  • No reimbursement will be issued for the remainder of the time
  • Full payment is still due
  • Guests may incur additional costs

Conflict Resolution Regarding Refunds

If you find yourself not in agreement with a decision regarding a refund, you can take the following steps:

  • Ask for a reevaluation by our managerial staff
  • Supply any additional documentation or proof
  • Look for a solution with consumer protection organizations
  • Explore legal options according to the law

How to Submit a Request for a Refund

Step 1: Get in Touch

To put in a refund request, please reach out to us via:

Step 2: Share Needed Details

Include the list below in your application:

  • The number of your booking confirmation
  • The scheduled date and time for the charter
  • The reason for calling off the charter
  • Appropriate supporting papers, when applicable
  • Your preferred method to receive the refund

Step 3: Assessment and Execution

Our team will acknowledge your inquiry within a day, compare your case with our policy, inform you of the decision in two days, and adhere to the designated timeframes for approved refunds.

Key Points to Consider

  • Refund applications must all come in written form
  • Refunds will be made in € regardless of the currency of the initial payment
  • We strongly advise considering travel insurance
  • This policy could be modified given a 30-day notice
  • Any refund is subject to relevant taxes and regulations

Details for Reaching Out

If you have inquiries regarding refunds or want to put in a request:

Department of Refunds
SharedInformationSquare Marine Services Ltd.
Marina Port Vell
Barcelona 08039
Spain

Phone: +34 933 10 00 00
Email: [email protected]
Business Hours: Monday through Friday, 9:00 AM to 5:00 PM

Last Revision: August 17, 2024

We have created this refund policy for transparency and fairness. We encourage you to peruse these conditions carefully before reserving and reach out to us with any questions you may have.