Refund Policy

Straightforward and equitable refund regulations for your assurance

Overview

At SharedResourceMatrix, we realize that changes in plans can happen, and we are committed to providing transparent and equitable refund policies. This document describes the terms under which refunds may be provided for yacht charter services.

Before booking, please examine this policy thoroughly. By reserving a charter with SharedResourceMatrix, you are consenting to and accepting these terms for refunds.

Standard Cancellation and Refund Timeline

More than 72 Hours Prior to Charter

100% Refund

Qualified for: Complete refund excluding processing charges

Processing Duration: 5-7 business days

Service Charge: €50 for credit card transactions

Requirements: Must be requested in a written format through email or phone communication

24-72 Hours Before Charter

50% Refund

Qualified for: Half of the total cost of the charter

Processing Duration: 7-10 business days

Service Charge: €25 subtracted from the refund amount

Requirements: A legitimate reason is required; administrative expenses included

Less than 24 Hours Before Charter

No Refund

Qualified for: Refunds are not available under this tier

Exception: Situations of urgency may be taken into account

Alternative: A credit for future charters may be provided at the discretion of management

Requirements: Supporting documents required for cases of emergency

Cancellations Due to Weather

Our Commitment to Weather Safety

Your safety is our foremost concern. In the event that weather conditions are judged to be hazardous for charter operations by our certified captain, we present flexible alternatives:

  • Full Refund: A complete refund if an alternative date cannot be scheduled
  • Rescheduling: Arrange your charter for the next available slot with no additional fees
  • Charter Credit: Attain a credit valid for one year from the original date of the charter

Process for Weather Assessment

We evaluate weather conditions using:

  • Analysis of wind speed and direction
  • Assessment of wave height and oceanic conditions
  • Forecasts for visibility and precipitation
  • Advisories and warnings issued by the Coast Guard
  • Professional evaluation of safety by the captain

Decision Timeframe: Decisions regarding weather cancellations are made no later than 4 hours before the scheduled departure.

Refunds in Medical Emergencies

Exceptions for Medical Emergencies

We are mindful of the possibility of unforeseen medical emergencies. These incidents may warrant special consideration:

  • Unexpected illness or injury that necessitates hospitalization
  • Passing of an immediate family member
  • Deployment or urgent recall for military personnel
  • Mandatory jury duty or court subpoena
  • Natural disasters that impede travel

Requirements for Documentation

To carry out emergency refund requests, the following documents are required:

  • Proof from a medical institution or hospital
  • Official death notification (if relevant)
  • Confirmed military commands
  • Legal summons or notification for jury service
  • Official travel warnings or announcements of emergencies

Processing: Emergency refunds are managed within 3-5 business days upon presenting proper documentation.

Cancellations Due to Operational Concerns

Technical Malfunctions

If the vessel you are scheduled on encounters technical issues that cannot be fixed promptly:

  • Alternate Vessel: We will try to organize a comparable replacement
  • Full Refund: In cases where a similar substitute isn't available
  • Partial Refund: If there is a price difference with the alternative vessel
  • Compensation: We may provide additional recompense for the inconvenience

Absence of Crew

In the uncommon scenario where a certified crew is unavailable:

  • Efforts will be made to secure an alternative crew
  • A full refund if the charter is unable to proceed
  • Options to reschedule without extra costs

Procedures for Refund Processing

Preferred Payment Method

Refunds will be returned through the same payment method originally used for the booking:

  • Credit Card Transactions: 5-7 business days
  • Wire Transfers: 7-10 business days
  • Cash or Check: 3-5 business days

Charges for Processing

Processing via Credit Card

A fee of €50 for cancellations that are made more than 72 hours ahead

Processing via Bank Transfer

A charge of €25 applies to all refunds processed via bank transfers

Processing for International Transactions

Additional charges might be applicable for international dealings

Credit Terms for Charters

Conditions for Issuing Credits

Credits for future charters may be offered as an alternative to refunds under certain situations such as:

  • Last-minute cancellations (less than 24 hours beforehand)
  • Cancellations related to weather
  • Voluntary requests for rescheduling
  • Operational interruptions

Terms of Use for Credits

  • Validity Period: Credits are valid for 12 months from the date of issuance
  • Transfer Restrictions: Credits cannot be transferred to others
  • Monetary Worth: Equal to the full value of the charter, exempting processing fees
  • Usage Specifications: Credits may be used for any charter subject to availability
  • Expiration Policy: Extensions beyond 12 months are not allowed

Refunds for Partial Use of Services

Disruption of Services

If your charter experience is interrupted or curtailed due to factors within our control:

  • A proportional refund relative to the unused portion
  • Credits for an equivalent future charter
  • Complimentary services or upgrades may be offered

Interruptions Caused by Guests

If a charter is ended prematurely on account of guests' behavior or violations of safety guidelines:

  • No refund will be offered for the time not used
  • The full amount of the charter remains payable
  • Additional costs may be incurred

Settling Disputes over Refunds

Should you object to a decision on a refund, you have the option to:

  • Ask for a reassessment from our management
  • Present further evidence or documents
  • Seek assistance from consumer advocacy groups
  • Explore legal solutions in accordance with existing laws

Process for Requesting a Refund

Step 1: Reach Out to Us

To file a refund request, use one of the following methods:

Step 2: Include Details

Your refund submission should contain:

  • The number confirming your booking
  • Scheduled date and time of your charter
  • Cancellation reasoning
  • Any necessary support documents (where applicable)
  • Your refund preference in terms of method

Step 3: Assessment and Completion

Our representatives will acknowledge your request within a day, compare it to this policy, provide a verdict within two days, and implement approved refunds within the stated periods.

Critical Points to Note

  • All refund applications must be put forward in written form
  • Refunds will be carried out in € irrespective of the currency used for the original transaction
  • Securing travel insurance is highly recommended
  • This refund policy is subject to amendments which will be communicated 30 days in advance
  • Refunds adhere to relevant tax legislation and regulations

Getting in Touch Regarding Refunds

If you have inquiries regarding refunds, or to make a request for one:

Department Handling Refunds
SharedResourceMatrix Marine Services Ltd.
Marina Point
Palma de Mallorca 07012
Spain

Telephone: +34 971 70 70 70
Email: [email protected]
Office Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Revised: September 21, 2024

This refund policy is crafted to be transparent and just. We urge you to familiarize yourself with these terms before finalizing a booking and to approach us with any queries.