Refund Policy
Transparent and just refund terms for your comfort
Overview
At OpenCommonsGateway, we recognize that situations can change, so we aim to offer transparent and impartial refund policies. The conditions under which yacht charter service refunds will be issued are set forth in this policy.
Before booking, we urge you to read through this policy. By securing a charter with OpenCommonsGateway, you are signifying your acceptance of and agreement to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Qualifies for: Full reimbursement minus transaction fees
Time to Process: 5-7 business days
Service Cost: €50 for card payments
Prerequisites: Written request necessary via email or contact number
24-72 Hours Prior to Charter
Eligible for: Half the entire charter cost.
Processing Duration: 7-10 business days
Processing Charge: €25 subtracted from the refund
Stipulations: A legitimate reason is necessary; administrative charges apply
Less than 24 Hours Before Charter
Eligible for: No refund is available
Exception: Emergency cases may be taken into consideration
Alternative: A charter voucher might be offered at the discretion of the management
Requirements: Documentation necessary for emergency applications
Weather-Related Cancellations
Our Weather Assurance
Your safety is our foremost concern. Should the weather conditions not be suitable for charter activities as judged by our certified captain, we offer adaptable choices:
- Full Reimbursement: 100% refund if rescheduling can't be arranged
- Change of Date: Transfer your charter to another available date without any additional expense
- Charter Voucher: Issuance of a credit good for use within 12 months from the initial charter date
Process for Weather Evaluation
Our evaluation of the weather involves:
- Analysing wind patterns and velocity
- Checking sea conditions and wave size
- Forecasting visibility and precipitation
- Heeding Coast Guard notices and alerts
- Evaluating the professional captain's safety assessment
Timing of Decision: Decisions regarding weather cancellations are made no later than 4 hours before the planned departure time.
Medical Emergency Refunds
Critical Circumstances
We appreciate that medical emergencies might happen unexpectedly. The following incidents may receive special consideration:
- Sudden health conditions or injuries that necessitate hospital stay
- Passing of family members
- Military service calls or emergency summons
- Jury duty or legal summons
- Natural disasters impacting travel plans
Required Documentation
To process requests for refunds due to emergencies, please supply:
- Healthcare certificate or hospital documentation
- Certificate of death (when relevant)
- Formal military orders
- Legal subpoena or jury duty notification
- Emergency declarations or travel advisories
Handling: Requests for emergency refunds are processed within 3-5 business days following the receipt of complete documentation.
Operational Cancellations
Technical Difficulties
In the event that the vessel allocated to you faces technical issues that remain unresolved:
- Replacement Vessel: We will seek to provide a similar alternative
- Complete Refund: If no appropriate substitute can be found
- Partial Refund: If the alternative vessel costs differently
- Compensation: Additional recompense could be considered for the inconvenience
Crew Unavailability
On the uncommon occasion that certified crew is not available:
- An alternate crew will be sourced if doable
- A full refund if the charter is unable to proceed
- Options to reschedule with no added fees
Refund Handling
Method of Reimbursement
Reimbursements are issued back to the initial payment method provided at the time of reservation:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Service Fees
Credit Card Handling
A €50 charge for cancellations made over 72 hours ahead of time
Bank Transfer Handling
A €25 cost for all refunds through bank transfer
International Handling
International transactions may incur additional charges
Issuance of Charter Credits
Circumstances for Offering Credits
In certain cases, charter credits might be presented instead of refunds:
- Late cancellation notices (less than 24 hours prior)
- Cancellations pertinent to adverse weather
- Voluntary requests to reschedule
- Disturbances in operation
Conditions of the Credits
- Effectiveness: 12 months from the date of issue
- Transferability: Credit is not transferable to other persons
- Value: The entire value of the charter (excluding fees)
- Application: Applicable towards any future charter
- Expiry: Extensions past 12 months are not granted
Partial Service Reimbursements
Service Disruptions
If your yacht charter is disrupted or cut short due to factors within our control:
- A pro-rated refund for the unused portion
- Credit for an equal value future charter
- Add-on services or bonuses may be offered
Disruptions Caused by Guests
Should the charter be terminated early because of guest behavior or violations of safety:
- No reimbursement for the remaining time
- Settlement for the full duration remains obligatory
- Additional fees may be levied
Settling Disagreements
Should you hold any objections to a refund decision, you may:
- Summon a review from our administrative team
- Submit further documentation or proof
- Look for a resolution via consumer protection organizations
- Consider legal measures as permitted by prevailing laws
Steps to Request a Refund
Initial Step: Reach Out
For requesting a refund, contact us via:
- Email: [email protected]
- Phone: +34 932 21 74 74
- Face to face at our dock office
Second Step: Provide Details
Your refund inquiry should include:
- Confirmation code of the booking
- Date and time of the charter
- Explanation for the cancellation
- Required accompanying documents (if relevant)
- Method preferred for refund
Final Step: Evaluation and Completion
We will affirm receipt of your request within a day, compare it against our policy, provide an outcome within two days, and carry out approved refunds within the designated periods.
Vital Information
- All requests for refunds should be made in writing
- Reimbursements are processed in €, regardless of the payment's original currency
- Purchasing travel insurance is highly advised
- This policy may be modified with a 30-day notice
- Refunds adhere to relevant taxes and regulations
Contact Details
For any inquiries about refunds or to present a refund petition:
Refunds Office
OpenCommonsGateway Marine Services Ltd.
Marina Port Vell
Barcelona 08039
Spain
Phone: +34 932 21 74 74
Email: [email protected]
Working Hours: Monday through Friday, from 9 AM to 5 PM