Refund Policy
Transparent and equitable refund terms for your comfort
Overview
At PublicAccessGateway, we're aware that situations may shift, and our goal is to ensure our refund policies are clear and equitable. This document explains the circumstances in which refunds can be provided for our yacht charter services.
It's important to review this policy thoroughly prior to confirming a reservation. When you book a charter with PublicAccessGateway, you are recognizing and consenting to the stipulations of this refund policy.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full reimbursement except for service charges
Processing Time: 5-7 business days
Processing Fee: €50 for transactions on credit cards
Conditions: Cancellation must be submitted in writing through email or by telephone communication
24-72 Hours Before Charter
Eligible for: Half of the entire charter price
Processing Time: 7-10 working days
Processing Fee: €25 subtracted from the return amount
Conditions: A valid justification is needed; administrative expenses apply
Less than 24 Hours Before Charter
Eligible for: There is no return available
Exception: Cases of emergency may be taken into consideration
Alternative: Issuance of charter credit could be considered at the discretion of the management
Conditions: Verification is needed for emergency situations
Weather-Related Cancellations
Our Weather Guarantee
Ensuring safety is our foremost concern. Should our certified captain determine that weather conditions are too dangerous for charter operations, we provide several adaptable alternatives:
- Full Refund: A complete refund is issued if it's not feasible to reschedule
- Reschedule: Rearrange your charter to an alternative available date without extra charges
- Charter Credit: Obtain a credit that's valid for one year from the date of the original charter
Weather Assessment Process
Our procedure for assessing weather includes several aspects:
- Evaluation of wind velocity and bearing
- Assessment of wave dimensions and sea state
- Projections of visibility and precipitation
- Notices and alerts from the Coast Guard
- The captain’s expert safety judgment
Decision Timeline: Determinations regarding weather cancellations are reached at least 4 hours before the scheduled departure time.
Medical Emergency Refunds
Emergency Circumstances
We recognize that unexpected medical situations can arise. The subsequent scenarios may be considered for exceptional refund procedures:
- Unanticipated sickness or injury that necessitates hospital admittance
- Passing of a member of the immediate family
- Compulsory military service or emergent recall
- Requisition of jury duty or a legal subpoena
- Cataclysmic events impeding travel
Documentation Requirements
For your emergency refund request to be processed, you are required to supply:
- A medical attestation or hospital documents
- Death authentication (if pertinent)
- Sanctioned military directives
- Notice of legal summons or jury duty
- Travel advisories or declarations of emergency
Processing: Refunds in urgent scenarios are executed within a window of 3-5 business days following the presentation of the necessary substantiation.
Operational Cancellations
Mechanical Issues
Should the boat assigned to you encounter mechanical failures that are irreparable:
- Alternative Vessel: Efforts will be made to supply an equivalent alternative
- Full Refund: Issued if an appropriate substitute is not available
- Partial Refund: Provided when the substitute boat offers different pricing
- Compensation: Possible extra compensation for the inconvenience caused
Crew Unavailability
In the uncommon event that the certified crew is not available:
- A replacement crew will be sought if feasible
- Complete refund if the charter is unable to proceed
- Rebooking at no extra charge
Refund Processing
Payment Method
Refunds will be remitted using the same payment method as the booking:
- Credit Cards: Expect 5-7 business days
- Bank Transfers: Anticipate 7-10 business days
- Cash/Cheque: Roughly 3-5 business days
Processing Fees
Credit Card Processing
€50 fee for cancellations with over 72 hours notice
Bank Transfer Processing
€25 fee applicable to all bank transfer refunds
International Processing
Extra charges may be applied for international transactions
Charter Credits
When Credits Are Offered
Credits for charters might be given as an alternative to cash refunds under certain situations:
- For last-minute cancellations (less than 24 hours notice)
- Cancellations due to weather conditions
- Requests for voluntary rescheduling
- Operational interruptions
Credit Terms
- Validity: 12 months from the date of issuance
- Transferability: Not transferable to other individuals
- Value: Equal to the full cost of the charter (without any processing fees)
- Usage: Reusable for any available charter bookings
- Expiration: Will not be extended past 12 months
Partial Service Refunds
Service Interruptions
In the event your yacht rental is disrupted or cut short due to reasons we are responsible for:
- Prorated return of funds for the unused portion
- A voucher for another yacht rental of the same value
- Free additional services or upgrades
Guest-Related Interruptions
Should the yacht rental end prematurely because of guest behavior or breaches of safety:
- No return of funds for the time not used
- Payment in full is still expected
- Potential extra charges may be incurred
Dispute Resolution
Should you contest a refund judgement, you can:
- Appeal to our executive review board
- Hand over extra evidence or paperwork
- Approach consumer support organizations
- Search for a legal solution in line with relevant laws
How to Request a Refund
Step 1: Get in Touch
To initiate your refund claim, please contact us through:
- Email: [email protected]
- Phone: +34 932 21 00
- Visiting our coastal office directly
Step 2: Detail Your Claim
Your refund claim should consist of:
- Confirmation code of booking
- Date and timing of the yacht booking
- Explanation for the cancellation
- Any related documents (when necessary)
- Your preferred method for the refund
Step 3: Assessment and Processing
Our team will verify receipt of your claim within 24 hours, examine it pursuant to this guideline, make a determination within 48 hours, and execute approved refunds within our specified time frames.
Important Notes
- Refund requests need to be documented in writing
- Refunds are credited in € regardless of the initial payment currency
- It is highly recommended to get travel insurance
- Policy changes will be communicated 30 days in advance
- Refunds correlate with applicable taxes and legal requisites
Contact Information
For inquiries regarding refunds or to proceed with a refund claim, contact:
Refunds Department
PublicAccessGateway Marine Services Ltd.
Marina Point
Barcelona 08039
Spain
Phone: +34 932 21 00
Email: [email protected]
Working hours: Monday–Friday, 9:00 AM – 5:00 PM