Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At OpenUtilityPlatform, we recognize that plans may need to change, which is why we offer clear and equitable refund guidelines. This document details the specific conditions that warrant a refund for our yacht charter services.
It is important to review these guidelines thoroughly prior to confirming your booking. By finalizing a charter reservation with OpenUtilityPlatform, you are consenting to the refund terms described herein.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund except for service charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Refund requests must be submitted either by email or over the phone
24-72 Hours Before Charter
Eligible for: Half of the total charter price
Processing Time: 7-10 business days
Processing Fee: €25 removed from the refund amount
Conditions: A legitimate reason must be presented; charges for administration may apply
Less than 24 Hours Before Charter
Eligible for: No refunds will be provided
Exception: Consideration may be given under urgent circumstances
Alternative: A credit towards future charters may be granted at the discretion of the management
Conditions: Emergency situation claims must be supported with documentation
Weather-Related Cancellations
Our Weather Guarantee
Your safety is of the utmost importance to us. In the event that our qualified captain finds weather conditions to be hazardous for charter voyages, you have the following flexible options:
- Full Refund: Receive all your money back if it's not possible to choose another date
- Reschedule: Relocate your charter to another available date without incurring extra expenses
- Charter Credit: A credit for the full value of your original booking, valid for one year
Weather Assessment Process
Weather assessments include:
- Evaluations of wind speeds and their directions
- Investigation of wave heights and oceanic conditions
- Forecast checks for visibility and rainfall
- Attention to Coast Guard notifications and cautions
- An expert safety assessment from our captain
Decision Timeline: Decisions regarding weather cancellations are confirmed a minimum of 4 hours before your charter's departure time.
Medical Emergency Refunds
Emergency Circumstances
We are aware of the fact that medical emergencies can arise unexpectedly, and under such conditions, the following may be eligible for a refund:
- An unforeseen ailment or harm necessitating a hospital stay
- The passing of a close family member
- A summons for military service or urgent call back
- Being called for jury duty or a court-ordered appearance
- Natural catastrophes impeding your travels
Documentation Requirements
We require you to submit the following documents to approve your refund request for emergencies:
- A clinical certificate or hospital documents
- A death certificate, where relevant
- Detailed military assignments
- Notice of jury selection or court order
- Advisories on travel or declarations of emergency
Processing: Once the proper paperwork is presented, emergency refunds will be handled within a timeframe of 3-5 business days.
Operational Cancellations
Mechanical Issues
In the event that the designated vessel suffers irreparable mechanical faults:
- Alternative Vessel: Efforts will be made to provide an equivalent substitute
- Full Refund: Offered when no appropriate substitute is available
- Partial Refund: Issued if the substitute vessel is differently priced
- Compensation: Extra compensation may be considered for the hassle caused
Crew Unavailability
On the uncommon occasion that a certified crew cannot be provided:
- An alternate crew will be sourced if feasible
- A complete refund is provided when the charter cannot proceed
- Rescheduling will be offered with no extra charge
Refund Processing
Payment Method
Refunds will be returned using the original mode of payment:
- Credit Cards: Expect 5-7 business days
- Bank Transfers: Anticipate 7-10 business days
- Cash/Cheque: Typically 3-5 business days
Processing Fees
Credit Card Processing
€50 charge for annulments beyond 72 hours prior to the event
Bank Transfer Processing
€25 cost applicable to all bank refund transactions
International Processing
Extra charges might be incurred for international dealings
Charter Credits
When Credits Are Offered
Credits for future charters might be provided as a refund alternative under these scenarios:
- For cancellations occurring with less than 24 hours notice
- For charter cancellations due to weather conditions
- When customers choose to voluntarily reschedule
- During unscheduled operational interruptions
Credit Terms
- Validity: Effective for 12 months from the date of issuance
- Transferability: Credits cannot be exchanged with others
- Value: Credits cover the entire charter value without any service charges
- Usage: Redeemable for any future charter subject to availability
- Expiration: Credits must be used within the specified 12-month period without extensions
Partial Service Refunds
Service Interruptions
In the event that your charter experience is disrupted or cut short due to situations we are responsible for:
- Refund proportionate to the unutilized duration
- Equivalent credit for a future charter
- Additional complimentary services or enhancements
Guest-Related Interruptions
Should the charter end prematurely because of guest behavior or breach of safety rules:
- No reimbursement for the time not used
- Payment in full is still required
- Possible extra fees
Dispute Resolution
Should you contest a refund judgement, you are able to:
- Request an examination by our leadership team
- Submit further evidence or documents
- Contact consumer protection bodies for assistance
- Explore legal channels in accordance with relevant laws
How to Request a Refund
Step 1: Get in Touch
Make your refund application through:
- Email: [email protected]
- Phone: +377 93 10 63 00
- Our marine office in person
Step 2: Supply Details
Your refund claim should include:
- Your confirmed booking reference
- The scheduled date and time of the charter
- Cancellation rationale
- Any relevant support documents
- Your refund preference
Step 3: Evaluation and Execution
We will acknowledge your claim within 24 hours, assess it based on this policy, communicate our decision in 48 hours, and process valid refunds within prescribed periods.
Important Notes
- All requests for refunds must be documented in writing
- Refunds are executed in € no matter the currency used for initial payment
- We strongly endorse purchasing travel insurance
- This policy could change with notification given 30 days in advance
- Refunds will adhere to relevant taxes and legal stipulations
Contact Information
For inquiries concerning refunds or to put forth a request for a refund:
Refunds Department
OpenUtilityPlatform Marine Services Ltd.
Port de Monaco
Monte Carlo 98000
Monaco
Phone: +377 93 10 63 00
Email: [email protected]
Operational Hours: Monday to Friday, from 9:00 AM to 5:00 PM