Refund Policy
Unambiguous and equitable refund terms for your convenience
Overview
At CivicServiceNexus, we recognize that situations may alter, and we are committed to ensuring transparent and just refund regulations. This document specifies the terms under which refunds might be granted for yacht charter services.
It's important that you peruse this document thoroughly prior to securing a booking. By reserving a yacht with CivicServiceNexus, you are confirming that you agree to these terms regarding refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund except for service charges
Processing Time: 5-7 business days
Processing Fee: €50 for card payments
Conditions: Request must be in written form via email or telephone
24-72 Hours Before Charter
Eligible for: Half the total cost of the charter
Processing Time: 7-10 business days
Processing Fee: €25 deducted from the refunded amount
Conditions: A valid reason is required; administrative fees apply
Less than 24 Hours Before Charter
Eligible for: Refunds are not available
Exception: Consideration may be given in case of emergencies
Alternative: Charter credits could be granted subject to the management's decision
Conditions: Evidence is required for emergency claims
Weather-Related Cancellations
Our Weather Guarantee
The safety of our clients is a foremost priority. If the charter cannot proceed due to unsafe weather as deemed by our certified captain, we provide various options:
- Full Refund: Offered if rebooking isn't feasible
- Reschedule: You may change your charter to the next available slot at no additional cost
- Charter Credit: You will receive credit valid for one year from the original booking date
Weather Assessment Process
We evaluate weather conditions comprehensively, taking the following into account:
- Evaluations of wind speed and direction
- Observations of wave patterns and oceanic conditions
- Forecasts of visibility and precipitation
- Warnings and advisories from maritime authorities
- Assessment of navigational safety by our professional captain
Decision Timeline: Decisions on cancellations due to weather are made at least four hours before the planned departure.
Medical Emergency Refunds
Emergency Circumstances
Certain unexpected medical events might be eligible for special refund considerations:
- Sudden medical conditions or injuries necessitating hospital stays
- Bereavement within the immediate family
- Unanticipated military obligations
- Legal obligations such as jury duty
- Significant natural disasters impacting travel
Documentation Requirements
Should you encounter the need for an emergency refund, please submit the following:
- Proof of medical situation or hospital records
- Death certificate, when relevant
- Formal military orders
- Legal summons or notification of jury service
- Emergency travel warnings
Processing: Requests for emergency refunds will be processed between 3-5 business days after we receive the required documentation.
Operational Cancellations
Mechanical Issues
Should the boat assigned to you face technical troubles that can't be fixed:
- Alternative Vessel: If possible, we'll try to arrange an equivalent vessel for you
- Full Refund: Provided when no suitable replacement can be found
- Partial Refund: Given if the alternative option is of a different price range
- Compensation: We might provide additional compensation to make up for the inconvenience
Crew Unavailability
In the unlikely event that the certified crew isn't available:
- An alternative crew will be arranged if possible
- A full refund will be given if the charter cannot proceed
- Options to reschedule with no added fees
Refund Processing
Payment Method
Approved refunds are processed back to the original form of payment utilized for the reservation:
- Credit Cards: Expect a processing time of 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
A service fee of €50 applies for cancellations with more than 72 hours' notice
Bank Transfer Processing
There is a processing fee of €25 for all refund transactions via bank transfer
International Processing
Additional charges may be incurred for refunds that involve international transfers
Charter Credits
When Credits Are Offered
In certain cases, we might offer charter credits instead of a refund:
- Cancellations made less than a day before the charter
- Cancellations due to adverse weather
- Charter postponement requests from the client
- Unanticipated operational issues
Credit Terms
- Validity: Credits are effective for a period of 12 months from the date they are issued
- Transferability: Credits cannot be assigned to others
- Value: Credits cover the whole value of the charter and are exempt from processing fees
- Usage: Credits are applicable towards any available yacht charters
- Expiration: There is no extension past the twelve-month validity period
Partial Service Refunds
Service Interruptions
If for any reason your charter is disrupted or cut short due to our fault:
- Refunds calculated on the unutilized portion
- Credentials for future use on a similar experience
- Extras or enhancements may be provided as a gesture
Guest-Related Interruptions
In the event that a charter ends prematurely because of the guest's actions or safety infractions:
- No returns for the time not utilized
- Full charges apply
- Incidental costs might be levied
Dispute Resolution
If you're at odds with a decision on refunds, you may:
- Seek a reassessment from our administrative team
- Submit supplementary proof or information
- Ask for intervention from consumer rights groups
- Contemplate judicial actions in line with the law
How to Request a Refund
Step 1: Contact Us
You may initiate your refund petition using:
- Email: [email protected]
- Phone: +34 971 54 98 98
- Direct discussions at our coastal office
Step 2: Provide Information
Make sure to incorporate the following in your refund appeal:
- Confirmation numbers of your reservation
- Details of the charter schedule
- Grounds for the cancellation
- Required back-up documents (when applicable)
- Chosen method of reimbursement
Step 3: Review and Processing
We will formally acknowledge your request within 24 hours, evaluate it in the context of our policy, and communicate a verdict in 48 hours. Approved refunds will be conducted within the indicated timelines.
Important Notes
- All pleas for refunds must be documented in written form
- Refund operations are conducted in €, regardless of the currency used for the original payment
- We highly advocate for securing travel insurance
- These regulations can be altered, given 30 days' notice
- The refund process is regulated by taxes and laws in effect
Contact Information
To inquire about our refund procedures or to lodge a reimbursement request:
Refunds Department
CivicServiceNexus Marine Services Ltd.
Port d'Alcudia
Alcúdia 07400
Spain
Phone: +34 971 54 98 98
Email: [email protected]
Business hours: Monday–Friday, 9:00 AM – 5:00 PM