Refund Policy

Transparent and straightforward refund terms for your assurance

Overview

At NeutralForumHarbor, we recognize that plans may change, and we aim to provide clear and fair refund policies. This document details the circumstances in which we can return funds for our yacht charter services.

It’s important to review the terms of the refund policy prior to booking. Confirming a reservation with NeutralForumHarbor implies consent to these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Qualified for: Complete refund, excluding any charges for processing

Processing Duration: 5-7 working days

Service Charge: €50 for transactions made by credit cards

Requirements: The request must be made in a written format via electronic mail or telephone communication

24-72 Hours Before Charter

50% Refund

Qualified for: Half of the total cost of the charter

Processing Duration: 7-10 working days

Service Charge: €25 withdrawn from the refund sum

Requirements: A valid rationale is mandatory and overhead charges apply

Less than 24 Hours Before Charter

No Refund

Qualified for: No reimbursement option accessible

Exception: Consideration for emergencies may be possible

Substitute: A voucher for the charter could be issued at the discretion of management

Requirements: Claims in emergency situations require documentation

Weather-Related Cancellations

Our Guarantee for Weather Conditions

Our utmost concern is your safety. When the chartering conditions are judged unsafe by our certified captain due to the weather, we will offer adaptable options:

  • Complete Refund: 100% reimbursement if rescheduling turns out to be unfeasible
  • Reschedule: We’ll find a new available date for your charter without extra costs
  • Charter Credit: Receive a voucher valid for one year from the initial charter date

Approach for Weather Evaluation

We incorporate the following in our evaluation of weather conditions:

  • Analysis of wind speed and direction
  • Assessment of wave height and ocean conditions
  • Forecasts for visibility and precipitation
  • Advisories and alerts from the Coast Guard
  • Professional assessment of safety from the captain

Time Frame for Decision: Weather-related decisions are made at least 4 hours before the scheduled departure.

Medical Emergency Refunds

Emergency Situations

We comprehend that medical crises can happen without warning. The situations listed below may be eligible for special concession:

  • Unanticipated injury or sickness necessitating hospital admittance
  • Passing of a close family member
  • Deployment in the military or urgent recall
  • Requirement to serve jury duty or respond to a subpoena
  • Natural calamities that disrupt travel plans

Documents Needed

For processing requests for refunds due to emergencies, kindly submit:

  • Proof from a medical facility or hospital-related documents
  • Certificate of death (if it is applicable)
  • Orders from official military sources
  • Notice of a court summoning or jury service
  • Emergency declarations or travel warnings

Processing: Refunds in emergency scenarios are handled within 3-5 working days after we receive the necessary paperwork.

Operational Cancellations

Technical Difficulties

Ininstances where the assigned yacht encounters technical issues that remain unresolved:

  • Substitute Vessel: We will endeavor to provide a yacht of comparable specification
  • Complete Refund: Should an equivalent vessel not be available
  • Partial Refund: In case the replacement yacht comes at a different tariff
  • Extra Compensation: We might extend additional compensations for the inconvenience

Unavailability of Crew

In the exceptional occasions where certified personnel cannot be found:

  • We’ll try arranging substitute crew members if feasible
  • Complete refund if the yacht can't set sail
  • Options to reschedule without incurring extra expenses

Procedure for Refund

Method of Payment

The repayment will be made using the original payment method provided at the time of booking:

  • Payment on Credit: 5-7 business days
  • Wire Transfer: 7-10 working days
  • Cash or Cheque: 3-5 business days

Charges for Processing

Credit Card Transactions

€50 charge for cancellations made with more than 72-hour notice

Bank Wire Charges

€25 charge for all refunds made via bank transfer

International Transactions

International dealings may incur additional costs

Charter Credits

Scenarios for Credit Issuance

In some instances, instead of a payout, we may offer charter credits:

  • Last-minute withdrawal (less than 24 hours prior)
  • Cancellations due to weather
  • Requests for voluntary rescheduling
  • Interruptions in operation

Terms for Credits

  • Validity Period: Vouchers are effective for 12 months following issuance
  • Transferability: Vouchers cannot be given to another party
  • Monetary Worth: The entire value of the charter (excluding processing expenses)
  • Application: Eligible towards any accessible yacht appointments
  • Expiration: Vouchers will not be extended past 12 months

Refunds for Partial Services

Service Disruptions

Should the yacht tour be cut short or disrupted due to our influence:

  • A proportional refund relative to the time not used
  • Credits for a future charter equivalent in value
  • A complimentary service upgrade or other amenities

Guest-Induced Disruptions

If a charter is prematurely concluded because of guests' behavior or security infractions:

  • No reimbursement for the time remaining
  • The total fee is still payable
  • Potential for added costs to occur

Resolving Refund Disagreements

Disagreements regarding refund determinations can be handled by:

  • Requesting managerial review
  • Supplying extra documents or evidence
  • Turning to consumer protection authorities for a solution
  • Seeking out legal measures as judged appropriate by law

Process for Refund Request

Step 1: Get in Touch

To ask for a refund, reach out to us via:

Step 2: Share Information

Your request should include the following details:

  • Confirmation code for your reservation
  • The scheduled date and time for your charter
  • The basis for cancellation
  • Relevant documentation supporting your request (as needed)
  • Your preferred mode for the refund

Step 3: Processing of Your Request

Our staff will confirm receipt of your query within a day, evaluate it based on the policy stipulations, respond with a verdict within two days, and if approved, process the refund following the stated intervals.

Important Notes

  • All applications for refunds must be presented in written form
  • Refunds will be conducted in €, irrespective of the original payment currency
  • We highly endorse purchasing travel insurance
  • The policy is amendable following a 30-day pre-notification period
  • Refunds adhere to relevant tax laws and regulations

Contact Information

For inquiries about refunds or to advance a refund request, connect with us at:

Department for Refunds
NeutralForumHarbor Marine Services Ltd.
Marina Point
Hamburg 20459
Germany

Phone: +49 40 1234 5678
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM

Revision Date: August 19, 2025

The goal of this refund policy is to be equitable and transparent. We urge a thorough examination of these conditions prior to booking and are here to answer any questions you may have.