Refund Policy
Transparent and understandable refund procedures for your confidence
Overview
At SharedInformationLedger, we recognize that plans may change, and we are dedicated to providing clear and transparent refund policies. This document details the conditions that pertain to receiving refunds for our yacht charter services.
It is important that you review this policy thoroughly prior to making a reservation. When you book a charter with SharedInformationLedger, you are agreeing to and accepting these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund minus processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Cancellation request must be made in writing via email or phone
24-72 Hours Before Charter
Eligible for: Half of the full charter cost
Processing Time: 7-10 business days
Processing Fee: €25 deducted from the refund amount
Conditions: A valid reason is required; admin costs will be incurred
Less than 24 Hours Before Charter
Eligible for: No refunds will be issued
Exception: Exceptions for emergencies may be taken into account
Alternative: Credit for a future charter may be offered at the discretion of the management
Conditions: Supporting evidence is required for emergency claims
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our highest concern. If the captain, certified by us, decides that weather conditions are unsafe for charter operations, we offer the following options:
- Full Refund: If rescheduling is not an option, we will provide a complete refund
- Reschedule: Postpone your charter without any additional costs to the first suitable date
- Charter Credit: Receive a voucher valid for one year from the original charter date
Weather Assessment Process
The weather evaluation includes:
- Assessing wind conditions and direction
- Evaluating wave height and the current sea state
- Forecasting visibility and precipitation
- Reviewing Coast Guard advisories and warnings
- Taking into account the safety considerations of the captain
Decision Timeline: Weather cancellation verdicts are provided at least 4 hours prior to the planned departure.
Medical Emergency Refunds
Emergency Circumstances
Medical emergencies are unfortunate realities that we understand may affect plans. The following instances could qualify for special consideration:
- Unexpected illness or injury necessitating hospitalization
- Passing away of a close family member
- Urgent military orders or recall
- Mandatory jury service or subpoena
- Disasters impacting travel
Documentation Requirements
For emergency refund requests, the subsequent documentation is required:
- Hospital notes or a medical statement
- Obituary or death notification (when applicable)
- Verified military directive
- Legal summons or notification of jury duty
- Emergency advisories or declarations impacting travel
Processing: We process emergency refunds within 3-5 business days once we receive adequate documentation.
Operational Cancellations
Mechanical Issues
In the event your designated vessel is impaired mechanically and we cannot rectify the issues:
- Alternative Vessel: We will endeavor to supply a suitable replacement
- Full Refund: In cases where no comparable substitute is found
- Partial Refund: Adjustments will be made if the substitute vessel is of different rates
- Compensation: Additional recompense might be considered for the inconvenience caused
Crew Unavailability
In extraordinary instances where a certified crew is not available:
- When feasible, a substitute crew will be provided
- A complete refund will be given if the charter cannot proceed
- Rescheduling your charter for another date with no extra expense
Refund Processing
Payment Method
All refunds will be issued to the payment method initially used for the booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
A €50 fee applies to cancellations made more than 72 hours before the charter
Bank Transfer Processing
For all bank refund transactions, a €25 fee is levied
International Processing
Extra charges might be added for international transactions
Charter Credits
When Credits Are Offered
In certain conditions, credits for future charters may be given rather than cash refunds:
- Late cancellations (under 24 hours notice)
- Cancellations due to adverse weather
- Voluntary changes in booking dates
- Disturbances in operations
Credit Terms
- Validity: The credit remains valid for a span of 12 months
- Transferability: Credits cannot be passed on to others
- Value: Equivalent to the complete charter amount without deducting processing fees
- Usage: Applicable for any charter available
- Expiration: Credits must be used within one year with no extensions
Partial Service Refunds
Service Interruptions
For any interruptions or unexpected duration reductions caused by our actions during your charter:
- Proportional refund relative to the unused portion
- Credits for a subsequent charter equal in value
- Additional complimentary services or upgrades as compensation
Guest-Related Interruptions
If a charter is concluded before the scheduled end time due to actions or safety concerns originating from the guest:
- No reimbursement for the part of the charter that wasn't used
- Full payment is still required
- Potential additional costs may be incurred
Dispute Resolution
In the event that you are unsatisfied with a refund decision, you can:
- Request an evaluation from our managerial team
- Submit extra proof or clarification
- Contact local consumer protection bodies for help
- Pursue any legal avenues permitted by law
How to Request a Refund
Step 1: Contact Us
To initiate a refund, please reach out through:
- Email: [email protected]
- Phone: +34 932 21 74 45
- Visiting our office in-person at the marina
Step 2: Provide Information
Ensure your refund request includes the following details:
- Confirmation number from your booking
- The scheduled date and time of your charter
- Specific details on why you're canceling
- Any relevant documents to support your claim (if necessary)
- How you would like to receive your refund
Step 3: Review and Processing
Within 24 hours of receipt, our team will acknowledge your refund request. We will compare it against the stipulations of this policy, provide a decision within 48 hours, and, if authorized, process the refund within the designated time frame.
Important Notes
- All requests for refunds must be clearly articulated in written form
- Refunds will be dispensed in € irrespective of the original payment currency
- To safeguard against unforeseen circumstances, we highly recommend the purchase of travel insurance
- This policy could be subject to amendments with a 30-day pre-notification
- Our refund procedures adhere to relevant tax regulations and laws
Contact Information
Should you have inquiries about refunds or wish to file for one, please contact:
Refunds Department
SharedInformationLedger Marine Services Ltd.
Marina Point
Barcelona 08005
Spain
Phone: +34 932 21 74 45
Email: [email protected]
Office Hours: Monday–Friday, 9:00 AM – 5:00 PM