Refund Policy
Transparent and straightforward reimbursement terms for your confidence
Introduction
At SharedUtilityHarbour, we recognize that situations may change, leading to the need for clear refund policies. This refund policy specifies the circumstances under which we grant refunds for yacht charter services.
Before you book, please review this policy carefully. Your agreement to these terms is assumed upon your charter reservation with SharedUtilityHarbour.
Standard Cancellation and Refund Terms
If Cancelled over 72 Hours Before the Charter
Eligibility: Full reimbursement minus service charges
Transaction Time: 5-7 business days
Administrative Charge: €50 for card transactions
Requirements: Requests must be made in writing, via email or phone
Between 24 to 72 Hours Prior to Charter
Eligibility: Half of the total charter cost
Transaction Time: 7-10 business days
Administrative Charge: €25 subtracted from the reimbursement
Requirements: A valid justification is required; handling costs apply
Less than 24 Hours Before Charter
Eligibility: No refunds are available
Exception: Consideration for emergencies can be provided
Alternative: A credit towards a future charter may be extended at management’s discretion
Requirements: Proof required for emergency cases
Cancellations Due to Weather
Our Commitment to Safety
We place utmost importance on security. Should weather conditions be considered hazardous for charter operations by our certified captain, we offer several alternatives:
- Full Refund: Granted if rescheduling is not viable
- Change of Date: You may shift your charter to a subsequent available slot without extra charges
- Charter Credit: A voucher valid for one year from the original charter date
Assessment of Weather Conditions
Our evaluation of the weather includes:
- Studying wind speeds and directions
- Checking wave stature and sea conditions
- Forecasting visibility and rain conditions
- Heeding Coast Guard announcements and cautions
- Professional captain’s judgment regarding safety
Timing for Cancellation Decisions: Decisions on weather-related cancellation are made at least 4 hours before the charter's scheduled departure time.
Medical Emergency Considerations
Exceptions for Emergencies
We understand the sudden occurrence of medical emergencies. The following instances may be eligible for particular exemption:
- Immediate hospital-required illness or injury
- Losing an immediate family member
- Compulsory military service or urgent recall
- Being called for jury duty or a court subpoena
- Geographic disasters that impact travel access
Required Proof
Documents needed to process an emergency refund include:
- Doctor’s note or hospital reports
- Death registration (if relevant)
- Approved military instructions
- Judicial summon or jury notification
- Government advisories or declarations of emergency
Procedure: Emergency reimbursement claims are processed within 3-5 business days subsequent to receiving the appropriate evidence.
Cancellations Due to Operations
Technical Difficulties
In the event the assigned yacht has technical problems that can’t be resolved promptly:
- Substitute Yacht: We will endeavor to provide an equivalent option
- Full Refund: Applicable if no comparable substitute can be arranged
- Partial Refund: If the substituted vessel has a different rate
- Reparation: We may offer compensation for the inconvenience experienced
Inavailability of Crew
On rare occasions where a certified crew isn’t available:
- An alternate crew will be arranged if feasible
- A full refund if the charter can’t proceed
- Rescheduling made available at no additional fee
Refund Settlement Process
Means of Payment
Reimbursements are settled through the original payment method utilized at booking:
- Card Payments: 5-7 business days
- Electronic Funds Transfer: 7-10 business days
- Cash or Check: 3-5 business days
Service Charges
Card Transaction Charge
€50 for cancellations processed more than 72 hours before the charter start
Electronic Transfer Fee
€25 for all bank transfer reimbursements
Cross-border Transaction Costs
Extra charges may be levied for transactions made outside domestic borders
Issuance of Charter Credits
Instances for Credit Issuance
Credit for a charter might be offered instead of a refund under certain conditions:
- Late cancellation instances (less than 24 hours' notice)
- Cancellations due to adverse weather
- Requests for voluntary rescheduling
- Delays due to operational issues
Stipulations of Credits
- Validity Period: Good for 12 months from the issuance date
- Non-Transferability: Credits cannot be transferred to another individual
- Value Retention: Holds the full charter value (exempt from service charges)
- Utilization: Can be used towards any available yacht charter
- Fixed Expiry: No extension will be granted beyond 12 months
Refunds for Partial Services
Disruptions in Service
If your yacht charter is disrupted or prematurely concluded because of events within our control:
- A refund proportionate to the unused portion
- A credit for a future charter of equivalent value
- Complimentary services or upgrades as consolation
Guest-related Disruptions
If a charter is prematurely concluded due to guest behavior or infringement of safety protocols:
- No reimbursement for the remaining time is provided
- The total fee continues to be enforceable
- Supplementary costs might be imposed
Resolution of Disputes
If you feel dissatisfied with a reimbursement decision made, you may undertake the following:
- Request an evaluation by our administrative team
- Provide additional substantiating details or proof
- Seek mediation through consumer advocacy entities
- Exercise legal options as per the prevailing legislation
Procedure for Reimbursement Requests
Stage 1: Initiate Contact
File your request for reimbursement through:
- Email: [email protected]
- Phone: +377 93 15 25 00
- Direct discussion at our dockside office
Stage 2: Submission of Information
Provide the following details for your reimbursement application:
- Confirmation number for your booking
- Date and time of your charter
- Reason behind the cancellation
- Any related supporting documents (when required)
- Your method of choice for the refund
Stage 3: Evaluation and Execution
Our staff will acknowledge your request within a day, compare it with our policy, and within two days offer a decision, processing any approved reimbursements as per our stated timelines.
Key Observations
- All requests for reimbursement need to be formally documented
- Reimbursements are executed in €, regardless of the currency in the initial transaction
- We strongly advocate for travelers' insurance
- This policy may be revised given a notice period of 30 days
- Any refunds are inclusive of taxes and conform to relevant laws and regulations
Contacting Us
For inquiries about reimbursement, or to submit a request:
Reimbursements Team
SharedUtilityHarbour Marine Services Ltd.
Port Hercules
Monaco 98000
Monaco
Phone: +377 93 15 25 00
Email: [email protected]
Open: Monday–Friday, from 9:00 AM to 5:00 PM