Refund Policy
Transparent and reasonable refund terms for your confidence
Overview
At CentralServiceWay, we recognize that plans may change, and we commit to providing equitable and straightforward refund guidelines. This document details the conditions in which refunds can be provided for our yacht charter offerings.
Please review this policy thoroughly before confirming a booking. By reserving a charter with CentralServiceWay, you accept and comply with these refund conditions.
Standard Cancellation and Refund Schedule
Over 72 Hours Before Charter
Eligible for: Complete refund excluding processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Request must be submitted in writing through email or by calling
24-72 Hours Before Charter
Eligible for: Half of the full charter cost
Processing Time: 7-10 working days
Processing Fee: €25 taken from the refund amount
Conditions: A justified reason is necessary; administrative expenses incurred
Under 24 Hours Before Charter
Eligible for: No refunds provided
Exception: Consideration given to emergencies
Alternative: Offering of a charter credit is discretion of the management
Conditions: Emergency situations require evidence for claims
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our concern. When our certified captain deems weather unsafe for sailing, we offer several alternatives:
- Full Refund: If rescheduling isn’t an option, a full refund will be provided
- Reschedule: Change your booking to an alternative available date at no extra cost
- Charter Credit: Take a voucher valid for a year from the initial charter date
Weather Assessment Process
Our assessment of weather involves:
- Evaluating wind patterns and velocities
- Reviewing sea conditions including swell measures
- Forecasting visibility and precipitation
- Considering Coast Guard notifications
- Captain's assessment for safe operations
Decision Timeline: Judgements about weather-cancelled events are made at least 4 hours in advance of the scheduled departure.
Medical Emergency Refunds
Urgent Circumstances
We comprehend that unexpected medical emergencies may occur, which could be eligible for special refund consideration:
- Unexpected illness or injury necessitating hospital care
- Immediate family member's demise
- Urgent military assignments or recalls
- Mandated jury duty or court subpoenas
- Natural disasters impacting travel capabilities
Documentation Requirements
For consideration of urgent refund appeals, provide the following:
- Hospital records or medical certifications
- Death confirmation if relevant
- Genuine military orders
- Proof of legal summons
- Emergency declarations pertinent to travel
Processing: Upon receiving necessary documentation, emergency refunds typically process within 3-5 business days.
Operational Cancellations
Vessel Technical Problems
In the event of mechanical failures with the assigned yacht not being promptly fixable:
- Alternate Yacht: We’ll make efforts to arrange a similar-class vessel
- Full Refund: Or a complete reimbursement if a replacement is not available
- Partial Refund: Adjusted refund if the substitute yacht has different rates
- Recompense: Consideration of additional compensation for any inconvenience may be offered
Unavailable Crew
On the infrequent occasions when certified crew are not available:
- We try to find a replacement crew if possible
- A full refund is issued if the charter cannot proceed
- Rescheduling may be done with no extra charges
Refund Processing
Mode of Payment
Refund transactions will be sent back through the original payment channels:
- Credit Cards: Takes 5-7 business days
- Bank Transfers: Processed over 7-10 business days
- Cash/Cheque: Completed within 3-5 business days
Processing Charges
Credit Card Costs
A €50 charge applies for cancellations with over three days notice
Bank Transfer Costs
A €25 fee is levied for all refund transactions done via bank transfers
International Transactions
Extra fees might be imposed for refunds involving international dealings
Charter Credits
Issuance of Credits
Charter vouchers may be proposed instead of cash reimbursements under several circumstances:
- Cancellations made on short notice (under 24 hours)
- Cancellations due to weather conditions
- Requests for voluntary rescheduling
- Delays or interferences in operations
Terms for Credits
- Validity Period: Vouchers are valid for one year from the date of issue
- Transfer Restrictions: Credits are not transferable
- Value: Equivalent to the full charter cost without deduction for handling fees
- Usage: Redeemable for any future available charters
- Expiry: There will be no extensions past the 12-month validity
Refunds for Partial Services
Interruptions During Service
If your yacht trip is halted or curtailed due to reasons we control, we offer:
- Proportionally based refund on the non-utilized portion
- Voucher for a subsequent charter of the same value
- Optional complimentary services or grade-ups
Disruptions Caused by Guests
In cases where the charter is prematurely ended because of guests’ behaviour or safety infringements:
- No reimbursement for the unfinished charter time
- The entire charges remain applicable
- Potential for extra costs
Dispute Settlement
In the event of a disagreement over a refund resolution, options available are:
- Asking for an executive review by our team
- Presentation of further evidence or documents
- Requesting support from consumer rights associations
- Legal pursuits if permissible under relevant laws
How to Apply for a Refund
Step 1: Reach Out
To place a refund request, use one of these methods:
- Email: [email protected]
- Phone: +34 961 00 22 11
- At our marine office in person
Step 2: Provide Necessary Details
Ensure you supply the following information with your refund request:
- Confirmation number of your booking
- Scheduled date and time of the charter
- The reason for cancellation
- Any applicable supporting papers
- Preferred method for receiving the refund
Step 3: Examination and Execution
We will confirm receipt of your refund request within a day, evaluate it as per this policy, give you a verdict within two days, and follow through with the refund process within the allocated period.
Vital Nots
- All refund claims must be formally written
- Refunds will be given in €, independent of the currency used for payment
- Purchasing travel insurance is highly recommended
- Changes to this policy may occur with a month’s notice
- Refunds are issued according to prevailing taxes and legal restrictions
Contact Information
For inquiries regarding refunds or to process a refund request, contact us at:
Refund Division
CentralServiceWay Marine Services Ltd.
Marina Bay
Valencia 46024
Spain
Phone: +34 961 00 22 11
Email: [email protected]
Operating Hours: Monday–Friday, 9:00 AM – 5:00 PM