Refund Policy
Transparent and equitable refund terms for your comfort
Overview
We at GeneralAccessPortal recognize that plans can shift, and we aim to maintain straightforward and clear-cut policies regarding refunds. This document delineates the terms under which refunds may be granted for our yacht charter services.
It is important to review this policy thoroughly prior to confirming a reservation. Fou accept and concur with these refund conditions when you reserve a charter with GeneralAccessPortal.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Entire refund excluding any handling charges
Processing Time: Between 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Must be officially requested through email or a telephone call
24-72 Hours Before Charter
Eligible for: Fifty percent of the overall cost of the charter
Processing Time: Within 7-10 business days
Processing Fee: €25 to be subtracted from the refund amount
Conditions: A valid justification is needed; operational costs will be applied
Less than 24 Hours Before Charter
Eligible for: No refund will be provided
Exception: Consideration may be given under emergency conditions
Alternative: A credit for a future charter might be extended at the discretion of the management
Conditions: Documentation is demanded for emergency situation claims
Weather-Related Cancellations
Our Weather Guarantee
Ensuring safety is paramount. In the event of unsafe weather as determined by our licensed captain, you are entitled to several options:
- Full Refund: Should rescheduling be impractical, a complete refund is provided
- Reschedule: Alter your booking to another available slot without extra charges
- Charter Credit: Opt for a voucher that remains valid for one year from the original booking date
Weather Assessment Process
We conduct thorough weather checks, which include:
- Analysis of wind patterns
- Evaluation of wave heights and marine conditions
- Visibility checks and predicted precipitation
- Maritime safety notices from the Coast Guard
- A safety judgement made by an experienced captain
Decision Timeline: Determinations regarding weather-induced cancellations are made at least 4 hours prior to the planned departure time.
Medical Emergency Refunds
Emergency Circumstances
We are sympathetic to unforeseen medical crises. Potential instances for exceptional refunds include:
- Immediate hospitalization due to abrupt ailment or injury
- Passing of a direct family member
- Summon to military duty or emergency reassignment
- Legal obligations such as jury service or subpoenas
- Natural calamities influencing one's ability to travel
Documentation Requirements
To facilitate the refund for emergencies, please present the following:
- Proof of hospitalization or a medical certificate
- A death certificate when relevant
- Formal military directives
- Notice of jury duty or legal summons
- Public statements concerning travel limitations due to emergencies
Processing: Refunds for emergencies are expedited within a 3-5 business day timeframe after receiving the necessary documentation.
Cancellation of Operations
Technical Problems with Vessels
In the event that the vessel you were assigned has technical difficulties that are unresolvable:
- Substitute Vessel: We will endeavor to supply an equivalent vessel
- Complete Refund: Should there be no acceptable substitute
- Partial Reimbursement: If the substitute vessel features different pricing
- Recompense: We may offer additional recompense for the trouble caused
Unavailability of Crew
On the rare occasion when the certified crew is not available:
- A replacement crew will be sought if feasible
- Total refund if the cruise must be cancelled
- Reschedule without added fees
Refund Processing Details
Refund Payment Methods
Reimbursements are returned via the original payment channel utilized for the booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Check: 3-5 business days
Deductions for Processing
Credit Card Refunding
€50 charge for cancellations made more than 72 hours prior
Bank Transfer Reimbursement
€25 charge for returning funds through bank transfer
International Reimbursements
Extra costs may be incurred for refunds crossing national borders
Voucher System for Charters
Occasions for Credit Issuance
Credits for charters might be extended as an alternate option to refunds under certain circumstances:
- Late cancellation (under 24 hours)
- Cancellations due to weather conditions
- Elective rescheduling by the customer
- Operational complications
Conditions for Credit Use
- Validity Period: 12 months from the date of issue
- Non-Transferrable: Credits cannot be passed to other individuals
- Monetary Worth: Equivalent to the full value of the charter (without deductions for processing)
- Applicability: Credits may be used on any available charter options
- Non-Extendable: Validity will not be extended beyond the 12-month period
Partial Service Refunds
Service Interruptions
In the event that your booked charter experiences disruptions or reductions due to issues on our end:
- Partial refund reflecting the time not utilized
- Voucher for a subsequent charter of the same value
- Free additional services or improved offerings
Guest-Related Interruptions
Should the charter end prematurely on account of the guests' behavior or infringement of safety protocols:
- There will be no reimbursement for the remaining time
- The entire fee must be paid in full
- Extra fees may be levied
Dispute Resolution
In the event of disagreement with a refund judgement, you are entitled to:
- Ask for the case to be examined by our supervisory staff
- Provide further documents or proof
- Look to consumer advocacy groups for mediation
- Exercise judicial options as per relevant laws
How to Request a Refund
Step 1: Contact Us
Please make your refund claim via:
- Email: [email protected]
- Phone: +34 971 40 25 11
- Directly at our waterfront business office
Step 2: Provide Information
Your claim should include:
- Confirmation code for the reservation
- Date and start time of the charter
- Explanation for cancelling
- Relevant support documents (if required)
- Your preferred means of refund
Step 3: Review and Processing
Our team will confirm receipt of your claim within a day, review it in accordance with our policy, reach a conclusion within two days, and carry out approved refunds within the specified periods.
Important Notes
- All applications for refunds must be made in writing
- Refunds are transacted in € even if the original payment was made in a different currency
- It is highly advised to purchase travel insurance
- This policy can be altered given 30 days notice
- Refunds are subject to the relevant taxes and legal requirements
Contact Information
For inquiries regarding refunds or to forward a refund claim:
Refunds Department
GeneralAccessPortal Marine Services Ltd.
Marina Point
Palma de Mallorca 07015
Spain
Phone: +34 971 40 25 11
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM