Refund Policy

Transparent and straightforward refund terms for our customers' confidence

Overview

We at NeutralResourceHarbor recognize that plans can alter, so we offer reasonable and transparent guidelines for issuing refunds. This document explains when refunds for yacht rental services are provided.

Please examine these terms diligently prior to booking. By reserving a yacht with NeutralResourceHarbor, you acknowledge acceptance of this policy.

Standard Cancellation and Refund Timeline

More than 72 Hours Prior to Charter

100% Refund

Qualified for: Total refund minus any transaction fees

Refund Period: Within 5-7 working days

Transaction Fee: €50 for card payments

Requirements: Must be formally requested through electronic mail or phone communication

24-72 Hours Before Charter

50% Refund

Qualified for: Half the cost of the total yacht rental

Refund Period: Spanning 7-10 working days

Transaction Fee: €25 subtracted from the refund amount

Requirements: A valid reason must be presented; additional administrative costs are applicable

Less than 24 Hours Prior to Charter

No Refund

Qualified for: Refunds are not available

Exception: Consideration for emergency situations may be given

Alternative: Credit for a future charter could be provided at the company's discretion

Requirements: Supporting documentation is needed for emergency claims

Cancellations Due to Weather

Our Commitment to Weather Safety

Client safety is our utmost priority. If our licensed captain deems the weather conditions to be too risky for seafaring, we offer several flexible options:

  • Total Refund: Issued if it's not feasible to reschedule
  • Rescheduling: Change your yacht booking to another open slot without extra costs
  • Charter Credit: A voucher valid for one year from the original booking

Weather Evaluation Procedure

Our operations team conducts a comprehensive weather analysis including:

  • Evaluating wind conditions
  • Assessing oceanic activities, such as wave size
  • Forecasting visibility and likelihood of precipitation
  • Checking for alerts or safety warnings issued by maritime authorities
  • A safety appraisal by our experienced captain

Decision Timeframe: We make our final decision on weather-caused cancellations no later than 4 hours before the charter's intended departure time.

Refunds for Medical Emergencies

Special Circumstances Considerations

We are aware that unexpected medical incidents can happen. Under these particular conditions, we may allow for exceptions:

  • Any abrupt health condition or injury that necessitates hospitalization
  • Loss of an immediate family member
  • Abrupt military orders or duty calls
  • Jury summons or legal obligations
  • Significant natural events impacting travels

Needed Documentation

For processing special refund applications, the following evidence is required:

  • Verified medical note or hospital records
  • Certified death report, if applicable
  • Official military instruction
  • Legal notices
  • Formal travel warnings or declarations of emergency situations

Processing: We will handle such specific refunds within 3-5 business days upon obtaining the proper documentation.

Cancellations Due to Operational Issues

Vessel Malfunctions

If the selected yacht faces insurmountable mechanical issues:

  • Substitute Vessel: We will endeavor to provide a comparable alternative yacht
  • Complete Refund: Granted if no appropriate substitute is available
  • Partial Refund: Applied if the alternative yacht's rate differs
  • Compensation: We may offer additional compensation for the inconvenience

Unavailability of Crew Members

In the event that a certified crew is not available:

  • A replacement crew will be sought if possible
  • Full refund in case we cannot continue with the charter
  • Rescheduling at no additional fees

Procedure for Refund Processing

Method of Reimbursement

The process of refunding will adhere to the original payment method:

  • Card Payments: Processed within 5-7 working days
  • Wire Transfers: 7-10 working days for processing
  • Cash or Cheque: 3-5 working days to process

Transaction Fees

Card Transaction

A fee of €50 for cancellations requested over 72 hours prior

Bank Wire Fees

There's a €25 fee for all bank wire refund transactions

International Transactions

Additional charges may apply for transactions made from abroad

Credit for Future Charters

Credit Issuance Scenarios

In certain situations, we may provide credits instead of a refund, which include:

  • Cancellations made less than 24 hours prior
  • Cancellations due to adverse weather
  • Voluntary changes to reservation timings
  • Any disruptions to scheduled operations

Conditions for Charter Credits

  • Validity: 12 months from the date issued
  • Non-Transferable: Credits cannot be passed on to others
  • Value: Equivalent to the entire value of the charter sans any service fees
  • Applicability: Redeemable for any available yacht rentals
  • Expiration: Credits must be used within the 12-month period without extensions

Refunds for Partial Services

Interruptions in Services

Should the yacht services be disrupted or cut short due to factors under our control:

  • A refund proportionate to the unused time period
  • Replacement credit for a similar future charter
  • Complimentary offers or upgrades as a gesture of goodwill

Dissatisfaction from Guests

Should a charter end prematurely due to the misconduct or breach of safety by the guests:

  • No returns for the unspent segment of the reservation
  • The entirety of the payment remains chargeable
  • Extra fees may be levied

Dispute Settlement

If there's disagreement regarding a refund, options for resolution include:

  • Appealing to our management for reconsideration
  • Submitting supplementary proof or clarifications
  • Looking to consumer protection bodies for mediation
  • Pursuing legal channels in accordance with the law

How to Apply for a Refund

Initial Step: Reach Out

Begin your refund claim through:

Next Step: Submission of Details

Provide these details with your refund request:

  • Confirmation code of the reservation
  • Scheduled date and time of the yacht charter
  • Cancellation reasoning
  • Any supporting documentation, if pertinent
  • Chosen method of reimbursement

Final Step: Evaluation and Completion

Our team will confirm receipt of your submission within a day, evaluate it according to these guidelines, reach a decision in two days, and finalize eligible refunds within the timeframes mentioned above.

Vital Guidelines

  • All reimbursements must be submitted formally in writing
  • Refunds are executed in € regardless of the original currency used for payment
  • We highly advise acquiring travel insurance
  • These policies are subject to amendment given a notice period of 30 days
  • All refunds are subjected to prevailing taxes and legal stipulations

Getting in Touch

To inquire further about refunds or to file for one, please contact:

Refunds Department
NeutralResourceHarbor Marine Services Ltd.
Port Hercules
Monte Carlo 98000
Monaco

Telephone: +377 93 15 25 80
Electronic Mail: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM

Update Date: August 14, 2025

Our intention is for this refund policy to be equitable and clear. We encourage your thorough review before making reservations and welcome any queries you might have.