Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At InfoHarborPlatform, we acknowledge that plans may change, and are committed to maintaining clear and honest refund procedures. This document details the specific conditions under which refunds are granted for our yacht rental services.
Please review these guidelines carefully prior to booking your trip. When you reserve a charter with InfoHarborPlatform, you are confirming your acceptance of these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund minus service charges
Processing Time: 5-7 business days
Processing Fee: €50 for card payments
Conditions: Must be applied for in writing by 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 subtracted from the refund
Conditions: A legitimate reason is necessary; admin costs will be considered
Less than 24 Hours Before Charter
Eligible for: Refunds are not provided
Exception: Situations of emergency will be taken into account
Alternative: Credit for charter services may be given at the discretion of management
Conditions: Emergency cases must be supported with documentation
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our primary concern. Should our certified captain determine that weather conditions are not safe for charter operations, we will offer flexible alternatives:
- Full Refund: Issued in full if rescheduling isn't feasible
- Reschedule: Transfer your charter to the next available slot with no extra cost
- Charter Credit: Issued, valid for a year from the original charter date
Weather Assessment Process
We base our weather assessments on:
- Evaluating wind speeds and directions
- Assessing wave size and ocean conditions
- Forecasting visibility and potential precipitation
- Checking for Coast Guard advisories and warnings
- Taking into account the captain's expert safety review
Decision Timeline: Decisions regarding weather cancellations are finalized at least 4 hours before the planned departure time.
Medical Emergency Refunds
Emergency Conditions
We sympathize that medical emergencies can occur unexpectedly. The following situations might qualify for special consideration:
- Sudden medical conditions or injuries requiring admission to a hospital
- A death within the immediate family
- Unexpected military deployment or emergency summons
- Mandatory jury service or court orders
- Natural disasters impacting travel arrangements
Proof Required
The following documents are required to process emergency refund requests:
- Medical documents or hospital reports
- Death certification, if applicable
- Issued military directives
- Court notices or jury duty instructions
- Public advisories or declarations of an emergency
Procedure: We process emergency refund claims within 3-5 business days following receipt of the necessary documents.
Operational Cancellations
Technical Failures
In the event that the allocated yacht encounters unresolvable mechanical issues:
- Alternative Vessel: We will endeavor to offer an equivalent alternative
- Full Refund: Provided if an appropriate alternative can't be found
- Partial Refund: Granted if the alternative yacht is differently priced
- Compensation: Extra compensatory offerings may be provided for your inconvenience
Unavailable Crew
In the rare instance that certified crew is not available:
- Replacement crew will be arranged if possible
- Full refund if the charter cannot be carried out
- Rescheduling without additional fees
Refund Processing
Refund Method
Refunds are reimbursed through the original form of payment:
- Credit Cards: Credited within 5-7 business days
- Bank Transfers: Credited within 7-10 business days
- Cash/Cheque: Credited within 3-5 business days
Service Charges
Credit Card Processing
A €50 charge for cancellations requested at least 72 hours prior
Bank Transfer Fees
A €25 charge for any bank transfer refund
International Transactions
Extra charges may apply to international dealings
Charter Credits
Credit Issuance Conditions
In certain scenarios, credits for future charters may be provided instead of a refund:
- Last-minute cancellations (under 24 hours)
- Cancellations due to unfavorable weather
- Voluntary changes to booking dates
- Unforeseen operational changes
Credit Guidelines
- Validity Duration: Credits are valid for one year from the date of issue
- Non-Transferable: Credits cannot be passed on to others
- Monetary Value: Full value of the chartered service (processing fees waived)
- Utilization: Applicable to any charter that is available
- Expiration: Credits must be used within the 12-month limit; no extensions
Partial Service Refunds
Interruptions to Service
Should your yacht trip be cut short or interrupted due to our controllable factors:
- Reimbursement calculated based on the unused portion
- Credit equivalent to the remaining value of the original charter
- Additional complimentary services or enhancements
Disruptions by Guests
If the yacht trip ends prematurely on account of guest behavior or breaches of safety regulations:
- No reimbursement shall be offered for the unspent period
- Full charges are still applied
- Potential extra fees may be levied
Dispute Resolution
Should you object to a decision pertaining to refunds, the following are your options:
- Submit a request for evaluation by our leadership team
- Provide supplementary evidence or details
- Seek assistance from consumer advocacy groups
- Explore legal recourse as permitted by governing laws
Requesting Refunds
Initial Step: Get in Touch
Commence your refund claim through:
- Email: [email protected]
- Phone: +34 932 21 74 74
- Visiting our marina office in person
Second Step: Supply Details
Your request should include the following:
- Confirmation number for the booking
- Date and time of the charter
- Cancellation reason
- Any relevant documents (if needed)
- Desired method of refund
Final Step: Evaluation and Handling
Our team will acknowledge your request within a day, assess it in light of these guidelines, communicate a resolution within two days, and proceed with authorized refunds in accordance with the indicated processing times.
Significant Details
- Every refund claim has to be lodged in writing
- Refunds will be calculated and issued in €, irrespective of the currency used for original payment
- Securing travel insurance is highly recommended
- This refund policy may be revised with a notice period of 30 days
- Refunds will comply with all relevant tax laws and regulations
Contact Info
For inquiries related to refunds or to initiate a refund claim, please contact:
Refunds Department
InfoHarborPlatform Marine Services Ltd.
Port Vell Marina
Barcelona 08039
Spain
Phone: +34 932 21 74 74
Email: [email protected]
Working Hours: Monday–Friday, 9:00 AM – 5:00 PM