Refund Policy
Transparent and just refund terms for your reassurance
Overview
At GeneralReferenceAssembly, we recognize that situations can shift, and it is our aim to maintain straightforward and explicit refund policies. This document delineates the instances in which refunds can be given for our yacht charter offerings.
It is important to peruse this policy meticulously prior to reserving a service. When you secure a charter with GeneralReferenceAssembly, it is deemed as acceptance of these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete reimbursement minus administrative charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Must be applied for in written form via email or telephone
24-72 Hours Before Charter
Eligible for: Half of the total charter cost
Processing Time: 7-10 business days
Processing Fee: €25 deducted from the reimbursement amount
Conditions: A valid justification is needed; fees for handling apply
Less than 24 Hours Before Charter
Eligible for: Reimbursements are not available
Exception: Emergency scenarios might be taken into account
Alternative: A credit towards a future charter could be provided at the discretion of the management
Conditions: Emergency claims need to be supported by documentation
Weather-Related Cancellations
Our Weather Guarantee
The utmost importance is given to safety. If sailing conditions are determined to be unsafe by our licensed captain, we present several alternatives:
- Full Refund: Issued if rescheduling is not a feasible option
- Reschedule: Transfer your booking to a subsequent available slot with no extra fee
- Charter Credit: Grant a credit valid for a year from the original date of the charter
Weather Evaluation Procedure
We take the following into account for our weather evaluation:
- Analysis of wind force and course
- Sea conditions and surge measurements
- Forecasts for visibility and precipitation
- Notices and alerts from the Coast Guard
- Safety appraisal by a professional captain
Decision Timeline: Decisions on weather-related cancellations are made at least four hours prior to the scheduled departure.
Medical Emergency Refunds
Emergency Situations
Medical urgencies can arise unexpectedly. Below are scenarios that might warrant special refund considerations:
- Sudden medical condition or injury necessitating hospital care
- Passing away of a close family member
- Urgent military service or recall
- Required presence in court, such as jury duty
- Natural calamities influencing travel routes
Proof Requirements
To consider a refund request due to an emergency, the following evidence is requested:
- Physician’s note or hospital documents
- Certificate of death (if relevant)
- Authorized military instructions
- Court order or jury notification
- Emergency announcements or travel alerts
Processing: Reimbursements related to emergencies are finalized within 3-5 business days once we receive the respective documentation.
Operational Cancellations
Mechanical Difficulties
Should there be technical issues with the vessel that cannot be remedied:
- Alternative Boat: We'll aim to offer a yacht of similar standards
- Full Refund: Provided if no viable replacement is available
- Partial Refund: Given if the replacement boat is offered at a different rate
- Compensation: We may suggest further compensation for the inconvenience caused
Crew Unavailability
In the unusual event that qualified crew are not available:
- We undertake to organize an alternative crew if possible
- Full refund will be offered should the charter not be executable
- Options to reschedule without incurring additional charges
Refund Processing
Reimbursement Method
Disbursements will be managed via the same means initially used for the reservation:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Charges
Credit Card Processing
€50 fee for cancellations with more than 72-hour notice
Bank Transfer Processing
€25 fee applicable to all refunds via bank transfer
International Handling
Additional fees may be imposed for transactions crossing national borders
Charter Credits
Credit Issuance Conditions
Credits for a future charter may be presented in lieu of a reimbursement under certain situations:
- Cancellations made at short notice (less than 24 hours beforehand)
- Cancellations due to adverse weather
- Voluntary requests to alter the booking date
- Disruptions caused by operational issues
Credit Stipulations
- Validity: Valid for a period of 12 months post issue
- Transferrable: Credits must be used by the original booking party, not transferable
- Value: Equates to the total value of the charter with no deductions for processing
- Application: Credits are applicable to any future charters subject to availability
- Expiration: No extensions will be granted beyond the 12-month period
Partial Service Reimbursements
Service Disruptions
If any unscheduled interruptions or a curtailment occurs during your charter due to reasons we control:
- A reimbursement prorated based on the unutilized time
- A credit equivalent to a future service of the same value
- Additional complimentary services or upgrades may be offered
Client-Related Disruptions
In cases where a charter is culminated prematurely due to the actions of a guest or the breach of safety protocols:
- Forfeiture of any reimbursement for the time not used
- Total cost of the booking remains payable
- Potential for extra fees to be levied
Dispute Arbitration
In the event of a disagreement with a refund evaluation, the following steps are advised:
- Appeal for a reassessment by our administrative team
- Supplement with more documentation or proof if necessary
- Look to settle the matter through consumer protection entities
- Consider the use of legal channels as per the laws in effect
How to Apply for a Refund
Step 1: Get in Touch
Initiate your request for a refund through:
- Email: [email protected]
- Phone: +34 932 71 00 00
- Direct visit to our office at the marina
Step 2: Information Submission
Your request should include the following details:
- Confirmation number of your booking
- The scheduled date and time of the charter
- The basis for the cancellation
- Any relevant supporting evidence (where applicable)
- The preferred method for the refund to be executed
Step 3: Evaluation and Execution
Our team will acknowledge your refund application within 24 hours, assess it in accordance with this policy, issue a determination within 48 hours, and finalize any approved refunds within the specified periods.
Crucial Details
- Requests for refunds must be lodged in written format
- Refunds are issued in € irrespective of the currency used for the initial payment
- Obtaining travel insurance is highly endorsed
- All terms herein are subject to amendments, with a notice period of 30 days
- Refunds are inclusive of any tax obligations and follow regulatory requirements
Contact Details
For inquiries related to refunds or to proceed with a refund request:
Refunds Department
GeneralReferenceAssembly Marine Services Ltd.
Passeig de Gràcia
Barcelona 08007
Spain
Phone: +34 932 71 00 00
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM