Refund Policy
Transparent refund conditions for your confidence
Overview
At CommonsBridgeHub, we recognize that plans may alter, and we are committed to ensuring that our refund procedures are equitable and clear. This document details the stipulations for issuing refunds regarding yacht charter services.
It is important to review this policy thoroughly before confirming a booking. By securing a charter with CommonsBridgeHub, you acknowledge and consent to these refund stipulations.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full refund less service fees
Processing Time: 5-7 business days
Service Fee: €50 for card transactions
Conditions: Written request needed via email or telephone
24-72 Hours Before Charter
Eligible for: Half of the total charter cost
Processing Time: 7-10 business days
Service Fee: €25 deducted from the refund
Conditions: Cancellation reason required; administrative costs applicable
Less than 24 Hours Before Charter
Eligible for: No refunds offered
Exception: Consideration given to emergencies
Alternative: Voucher for future charter subject to management approval
Conditions: Proof required for emergencies
Weather-Related Cancellations
Our Weather Guarantee
We place utmost importance on safety. Should weather conditions render charter operations unsafe as judged by our certified captain, we offer various alternatives:
- Full Refund: If rescheduling is not feasible, a complete refund is provided.
- Reschedule: You may change your charter date to the next available slot with no extra charge.
- Charter Credit: Issue of a voucher valid for one year from the initial charter date.
Weather Assessment Process
We conduct a thorough weather evaluation involving:
- Analysis of wind speed and direction
- Assessment of wave height and oceanic conditions
- Forecasts for visibility and precipitation
- Coast Guard advisories and alerts
- Captain's assessment of safety
Decision Timeline: Determinations regarding weather cancellations are made no later than 4 hours ahead of the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We are aware that urgent medical situations can arise. The situations listed may qualify for a refund in special cases:
- Sudden medical conditions or injuries necessitating hospital care
- Passing of an immediate family member
- Deployment or sudden military duty call
- Duties of jury service or court-mandated appearances
- Natural disasters impacting travel
Documentation Requirements
To process a request for an emergency refund, the following proofs are needed:
- Hospital or medical certification
- Documentation of death (if relevant)
- Military command
- Jury summons or legal subpoena
- Emergency statements or travel warnings
Processing: Emergency refunds are managed within 3-5 business days following the receipt of proper documentation.
Operational Cancellations
Mechanical Difficulties
If the allocated vessel encounters mechanical problems that remain unsolved:
- Alternative Vessel: We endeavor to provide a similar replacement.
- Full Refund: Provided when no suitable alternate exists.
- Partial Refund: Offered if the substitution vessel is of a different cost.
- Compensation: Additional remedies might be extended for the inconvenience.
Crew Unavailability
In the exceptional occurrence of unavailability of certified crew:
- Substitution of crew will be endeavored.
- Complete refund if the charter cannot commence.
- Rescheduling without extra fees.
Refund Processing
Payment Method
Refunds will be issued to the same payment method used for the original reservation:
- Credit Cards: Processed within 5-7 business days.
- Bank Transfers: Processed within 7-10 business days.
- Cash/Cheque: Processed within 3-5 business days.
Processing Fees
Card Transaction Service
€50 fee applied to cancellations initiated over 72 hours in advance
Bank Transfer Service
€25 fee is applied to all bank transfer refunds
International Transaction Service
An additional fee may be charged for international transactions
Charter Credits
Instances When Credits May Be Issued
Charter credits could be extended as an alternative to refunds under certain conditions:
- Cancellations occurring within less than 24 hours
- Cancellations due to adverse weather
- Voluntary requests to reschedule
- Disruptions in operations
Credit Provisions
- Validity: Credits are valid for one year from issuance.
- Transferability: Credits cannot be transferred to others.
- Value: Full value of the charter without any service fees deducted.
- Application: Credits can be used for any available charters.
- Expiration: There is no extension past one year.
Partial Service Refunds
Service Disruptions
Should your charter experience interruption or be cut short due to our operational factors:
- Refund proportionate to the unutilized duration
- Credit equivalent to future charter services of similar value
- Optional complimentary services or upgrades
Guest-Caused Interruptions
Charter cessation due to guest conduct or breach of safety protocols:
- No refund for the remainder of the service
- Full charter fee is owed
- Potential additional charges
Dispute Resolution
If you have a disagreement regarding a refund judgment, you are entitled to:
- Ask for an assessment by our administrative body
- Submit additional proof or documents
- Explore resolution through consumer defense entities
- Engage in legal avenues as sanctioned by prevailing laws
Procedure to Request a Refund
Step 1: Reach Out
Initiate your refund request through:
- Email: [email protected]
- Phone: +34 932 21 74 45
- In-person at our administrative headquarters
Step 2: Present Necessary Details
Ensure the inclusion of the following particulars in your request:
- Confirmation ID of the booking
- Scheduled charter date and time
- Cancellation rationale
- Any supporting documents, if relevant
- Chosen method for the refund
Step 3: Evaluation and Execution
We will acknowledge receipt of your request within 24 hours, assess it as per our policy, determine the outcome within 48 hours, and carry out authorized refunds as per the provided timelines.
Important Notes
- All refund appeals must be submitted in written form.
- Refunds are processed in €, regardless of the currency employed for payment.
- Acquisition of travel insurance is highly advised.
- This policy reserves the right to modifications with a 30 days notice period.
- Refund transactions are subject to relevant taxes and directives.
Contact Information
If you have inquiries about refunds or wish to apply for one:
Refunds Division
CommonsBridgeHub Marine Services Ltd.
Harbour Marina
Barcelona 08005
Spain
Phone: +34 932 21 74 45
Email: [email protected]
Office Hours: Monday–Friday, 9:00 AM – 5:00 PM