Refund Policy

Understandable and straightforward refund terms for your reassurance

Overview

At NeutralAccessPlaza, we recognize that plans can change, which is why we're committed to providing transparent and equitable refund guidelines. This document details the scenarios in which refunds may be granted for our yacht chartering services.

Before confirming a reservation, please familiarize yourself with this policy thoroughly. By securing a charter through NeutralAccessPlaza, you accept and consent to these terms regarding refunds.

Standard Cancellation and Refund Schedule

More than 72 Hours Prior to Charter

100% Refund

Qualifies for: Full refund, excluding service charges

Timeline for Processing: Within 5-7 business days

Service Fee: €50 for credit card operations

Requirements: Must be demanded through written communication either by email or phone call

24-72 Hours Before Charter

50% Refund

Qualifies for: Half of the entire charter fee

Timeline for Processing: Within 7-10 business days

Service Fee: €25 substracted from refund

Requirements: A legitimate rationale is expected; charges for administration may apply

Less than 24 Hours Before Charter

No Refund

Qualifies for: No reimbursement available

Exception: Situations of urgency may be taken into account

Alternative: Credit for future charters might be granted at the discretion of the management

Requirements: Evidence required for emergency claims

Weather-Related Cancellations

Our Weather Guarantee

Your safety is our highest priority. In the event that weather conditions are deemed unsafe for charter operations by our licensed captain, we offer several accommodating options:

  • Total Refund: If rescheduling is implausible, a 100% refund will be provided
  • Reschedule: Charter can be moved to the next available slot with no extra cost
  • Charter Credit: A voucher valid for one year from the original booking date

Weather Assessment Protocol

Our approach to weather evaluation includes:

  • An examination of wind velocities and patterns
  • Analysis of wave dimensions and sea status
  • Visibility and rain prediction
  • Updates and alerts by the Coast Guard
  • Safety assessments by a professional captain

Timeline for Decision: Decisions on weather cancellations will be taken no later than 4 hours before the time of departure.

Medical Emergency Refunds

Urgent Situations

We understand that health emergencies might occur unexpectedly. The situations that may enable special compensation include:

  • An unexpected illness or injury necessitating hospital stay
  • Demise of a close family member
  • Orders of military deployment or emergency recall
  • Mandated judiciary appearance or jury service
  • Natural calamities disrupting travel plans

Exigency for Documentation

For processing requests of emergency refunds, kindly provide:

  • Medical certification or hospital records
  • Official notice of death, if applicable
  • Military deployment documentation
  • Jury subpoena or legal summons
  • Notices or declarations concerning travel affected by natural calamities

Procedure: Emergency reimbursement requests are handled within 3-5 working days following the provision of suitable evidence.

Operational Cancellations

Mechanical Failures

In the instance of your designated vessel being inoperative due to mechanical difficulty:

  • Substitution: We will aim to deliver a vessel of similar specification
  • All-inclusive Refund: Provided when no equitable substitute is available
  • Partial Reimbursement: In the case where the alternative vessel is differently priced
  • Compensation: Extra compensation might be extended for any inconvenience

Crew Unavailability

In the unusual circumstances where certified crew is not accessible:

  • Efforts will be made to secure an alternative crew when possible
  • Total refund issued if no charter could proceed
  • Opportunity to reschedule without any additional cost

Refund Processing

Reimbursement Method

Refunds are issued back to the payment channel employed for the reservation:

  • Payment Cards: Processing takes 5-7 working days
  • Direct Bank Deposits: Processing takes 7-10 working days
  • Cash/Check: Processing takes 3-5 working days

Fee Structure

Credit Card Transactions

€50 charge for cancellations done over 72 hours before

Bank Transfer Operations

€25 charge for all bank transfer refunds

International Transactions

Additional charges could be incurred for transactions across national borders

Charter Credits

Credit Issue Instances

In some specific scenarios, charter credits might be proposed in lieu of reimbursements:

  • Last-minute cancellations (under 24 hours)
  • Cancellations due to weather concerns
  • Voluntary requests to change booking dates
  • Unexpected operational impediments

Credit Conditions

  • Legitimacy: Active for 12 months from the date issued
  • Non-transferrable: Credits are not assignable to other individuals
  • Value: Same as the full charter price sans service fees
  • Utilization: Redeemable for any available charter
  • Expiry: There will be no extensions past the 12-month limit

Partial Service Refunds

Disruptions during Service

If your charter gets interrupted or cut short due to reasons that are within our scope of control:

  • Proportional refund for the services not utilized
  • Voucher for a future charter of similar value
  • Complimentary services or upgrades could be offered

Disruptions Caused by Guests

Should a charter conclude prematurely owing to guest behavior or infringements of safety:

  • No reimbursement for the remaining time of the charter
  • Full charter fee remains payable
  • Additional fees may be applicable

Dispute Resolutions

Should there be disagreements concerning a refund decision, you may:

  • Request evaluation from our administrative group
  • Proffer further information or proof
  • Look for a resolution through consumer rights organizations
  • Resort to legal actions according to the prevalent laws

Procedure for Requesting a Refund

Step 1: Reach Out

To submit your request for a refund:

Step 2: Provide Necessary Details

Your refund appeal should include:

  • Confirmation code of your booking
  • The scheduled date and timing of the charter
  • The motive behind the cancellation
  • Any corroborating documents (if fitting)
  • Your choice for refund transference

Step 3: Assessment and Execution

Our representatives will acknowledge your request inside of a day, consider it according to our policy, respond with a decision within two days, and go forward with approved refunds within the provided time frames.

Significant Considerations

  • Every plea for refunds must be documented in a written format
  • Refunds are processed in € regardless of the original tender's currency
  • We highly advise securing travel insurance
  • This policy may be amended, with a month of notice
  • Refunds are under the jurisdiction of relevant taxes and legal stipulations

Connect with Us

For inquiries concerning refunds or to put forward a request:

Refunds Department
NeutralAccessPlaza Marine Services Ltd.
Port Vell
Barcelona 08039
Spain

Phone: +34 932 23 74 34
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: July 17, 2025

Our refund protocol is built around fairness and clarity. We urge you to carefully review the terms before finalizing your booking and to get in touch if you have any queries.