Refund Policy
Transparent and equitable refund guidelines for your assurance
Overview
At OpenResourceConcourse, we recognize that plans can change, and we are committed to providing straightforward and clear refund policies. This document details the circumstances under which refunds can be made for yacht charter services.
Please examine this policy thoroughly prior to reserving a charter. By making a reservation with OpenResourceConcourse, you are confirming your consent to these terms for refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete reimbursement minus service charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Must be formally requested through email or telephone
24-72 Hours Before Charter
Eligible for: Half of the overall charter fee
Processing Time: 7-10 business days
Processing Fee: €25 reduced from the refundable amount
Conditions: Requires a valid explanation; administrative charges apply
Less than 24 Hours Before Charter
Eligible for: No reimbursement available
Exception: Emergency reasons may be taken into account
Alternative: An offer of credit for chartering may be given at the discretion of management
Conditions: Proofs required for emergency situations
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our foremost concern. If our expert captain determines that weather conditions are unsafe for the operation of the charter, we offer adaptable solutions:
- Full Refund: A complete refund if rescheduling isn’t feasible
- Reschedule: Shift your booking to an alternate available date at no extra expense
- Charter Credit: Earn a voucher valid for one year from the original charter date
Weather Assessment Process
Our weather evaluation entails:
- Examining wind force and trajectory
- Evaluating sea state and wave heights
- Forecasting visibility and precipitation
- Checking Coast Guard alerts and recommendations
- Assessing the captain’s safety evaluation
Decision Timeline: Decisions about weather cancellations are made at least 4 hours before the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We are sympathetic to the occurrence of medical urgencies. Special considerations may be extended under these scenarios:
- Unanticipated illness or injury requiring hospital admission
- A demise within the immediate family
- Summoning for military obligations or emergency recall
- Summons for jury duty or legal subpoena
- Natural calamities impacting travel plans
Documentation Requirements
To handle requests for emergency refunds, we require:
- Evidence from a medical institution or hospital
- Death verification (if pertinent)
- Confirmation of military directives
- Official court document or jury notification
- Travel cautions or crisis declarations
Processing: Emergency refund applications are managed within 3-5 business days after submission of appropriate evidence.
Operational Cancellations
Mechanical Issues
Should your specified yacht encounter mechanical problems that can't be remedied:
- Alternate Vessel: We will endeavor to arrange for a similar substitute
- Complete Refund: Applicable when no suitable alternative is available
- Partial Refund: If the alternative vessel’s fee varies
- Recompense: Further compensation might be provided for the inconvenience caused
Crew Unavailability
In the exceptional event of the certified crew being unavailable:
- Efforts will be made to find a substitute crew
- Entire refund provided if the charter cannot proceed
- Opportunity to reschedule with no additional cost
Refund Processing
Payment Method
Refunds will be transferred using the same method as the initial transaction for the booking:
- Credit Cards: Duration of 5-7 business days
- Bank Transfers: Duration of 7-10 business days
- Cash/Cheque: Duration of 3-5 business days
Processing Fees
Credit Card Processing
A €50 fee applies for cancellations made more than 72 hours in advance
Bank Transfer Processing
A €25 charge applies for all refunds via bank transfer
International Processing
Additional costs may be levied for international operations
Charter Credits
Occasions for Credit Issuance
Credits for future charters may be provided as compensation in certain instances:
- For cancellations occurring with less than 24 hours' notice
- If cancellations are weather-induced
- Upon voluntary alteration requests
- Due to potential operational disruptions
Terms for Credit
- Validity: 12 months from distribution
- Transferability: Cannot be transferred to others
- Value: Equates to the full amount of the charter, excluding service fees
- Utilization: Applicable toward any available bookings
- Expiry: Will not be extended past 12 months
Partial Service Refunds
Service Interruptions
If your yacht charter is interrupted or cut short due to situations we oversee:
- A refund proportionate to the unutilized duration
- Credit towards a forthcoming charter of equivalent value
- Complimentary features or upgrades may be provided
Interruptions Due to Guests
In the event that a charter ends ahead of schedule because of guest actions or safety infringements:
- There will be no reimbursement for the time remaining
- Full charter cost is still due
- Further fees might be incurred
Dispute Resolution
If you are in disagreement with a decision regarding your refund, you may:
- Request a further evaluation by our executive team
- Present extra documentation or proof
- Connect with consumer advocacy entities for resolution
- Explore legal options in accordance with prevailing law
How to Apply for a Refund
Step 1: Make Contact
To initiate your reimbursement application, please contact us via:
- Email: [email protected]
- Phone: +34 932 23 74 00
- Directly at our dockside office
Step 2: Supply Details
Ensure to include the details below in your request:
- Confirmation code for your booking
- Date and timing of the charter
- The cause for cancellation
- Any relevant supporting paperwork (if needed)
- Your preference for the method of refund
Step 3: Examination and Execution
Our team will acknowledge receipt of your application within a day, assess it in line with the policy, and convey a decision within two days. Approved reimbursements will be processed as per the stated timeframes.
Significant Points to Note
- Requests for refund must be provided in writing
- Reimbursements are issued in €, irrespective of the original currency utilized for payment
- We highly recommend obtaining travel insurance
- This refund guideline is amendable given a 30 days' notification period
- Refunds adhere to pertinent tax laws and regulations
Contact Details
Should you have inquiries about refunds or wish to submit an application for one, please reach out:
Refunds Department
OpenResourceConcourse Marine Services Ltd.
Port Vell
Barcelona 08039
Spain
Phone: +34 932 23 74 00
Email: [email protected]
Working hours: Monday–Friday, 9:00 AM – 5:00 PM