Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At CollectiveAccessPoint, we realize that situations can vary, and our goal is to maintain a transparent and equitable refund practice. This document details the scenarios in which refunds might be granted for yacht chartering services.
Please review this policy thoroughly prior to reserving a charter. By securing a charter with CollectiveAccessPoint, you accept and conform to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: A full refund, excluding processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card operations
Conditions: Must submit request through written communication, via email or telephone
24-72 Hours Before Charter
Eligible for: Half the total cost of the charter
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund amount
Conditions: A credible rationale is necessary; additional administrative costs incurred
Less than 24 Hours Before Charter
Eligible for: No refunds provided
Exception: Consideration for emergencies is possible
Alternative: Charter credits may be extended at the discretion of the management
Conditions: Required documentation for emergency circumstances
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our primary concern. Should our certified captain determine that weather conditions are not conducive for safe charter operations, we offer several flexible alternatives:
- Full Refund: Receive a 100% refund in the event that rescheduling is unfeasible
- Reschedule: Transfer your charter to an alternative available date without any extra fees
- Charter Credit: Opt for a credit that is valid for one year from the date of the initially scheduled charter
Weather Assessment Process
Our procedure for evaluating weather conditions includes:
- An analysis of wind speeds and their directionality
- Evaluating the wave height and overall sea conditions
- Forecasts for visibility and precipitation
- Alerts and warnings from the Coast Guard
- A comprehensive safety review by our professional captain
Decision Timeline: Decisions on weather-related cancellations are finalized no more than 4 hours prior to the planned departure time.
Medical Emergency Refunds
Emergency Circumstances
We recognize that unforeseen medical emergencies can arise. Situations that might be eligible for special considerations include:
- An unexpected illness or injury necessitating hospital care
- A death within the immediate family
- Urgent military deployment or recall
- Compulsory jury service or legal summons
- Natural disasters impacting travel plans
Documentation Requirements
For processing requests for emergency refunds, we require the following documents:
- A medical certificate or documentation from a hospital
- A death certificate, when relevant
- Military orders that are official
- Notice of jury duty or court subpoena
- Emergency declarations or travel advisories
Processing: All emergency refund requests are handled and concluded within 3 to 5 working days once all necessary documentation has been provided.
Operational Cancellations
Mechanical Issues
Should there be unresolved technical difficulties with the vessel designated to you:
- Alternative Vessel: An effort will be made to arrange a similar replacement
- Full Refund: Provided when a suitable alternative is not found
- Partial Refund: Offered if the replacement vessel has a different rate
- Compensation: Additional remuneration might be provided for the trouble caused
Crew Unavailability
On the uncommon occasion of a certified crew not being available:
- A replacement crew will be secured if feasible
- Total reimbursement if the charter is unable to go ahead
- Rebooking at no extra fee
Refund Processing
Payment Method
Refunds will be issued through the same payment method originally used for the reservation:
- Credit Cards: 5-7 working days
- Bank Transfers: 7-10 working days
- Cash/Cheque: 3-5 working days
Processing Fees
Credit Card Processing
€50 charge for cancellations made over 72 hours before
Bank Transfer Processing
€25 charge for all refunds via bank transfer
International Processing
Additional charges might apply for international transactions
Charter Credits
When Credits Are Offered
Credits for future charters can be given instead of refunds under certain conditions:
- Short-notice cancellations (under 24 hours)
- Cancellations due to adverse weather
- Voluntary requests for a new booking date
- Interruptions in operations
Credit Terms
- Validity: Usable for 12 months from the date of issuance
- Transferability: Credits cannot be transferred to others
- Value: Equal to the full value of the charter, without any processing charges
- Usage: Applicable for any charters that are open for booking
- Expiration: These credits will not be extended past 12 months
Partial Service Refunds
Service Interruptions
Should your rental experience be cut short or disrupted due to issues we are responsible for:
- Partial refund corresponding to the unutilized period
- Voucher for a future rental of the same value
- Additional complimentary services or upgrades
Guest-Related Interruptions
If a rental is concluded prematurely owing to guest behavior or breaches of safety guidelines:
- No compensation for the time not used
- Complete fee is still payable
- Extra fees may be incurred
Dispute Resolution
Should you contest a refund judgement, you are entitled to:
- Appeal to our supervisory staff for reconsideration
- Submit further details or proof
- Seek help from consumer advocacy groups
- Engage in legal proceedings according to the law
How to Request a Refund
Step 1: Reach Out
Forward your refund request through:
- Email: [email protected]
- Phone: +34 932 21 74 74
- Directly at our coastal office
Step 2: Provide Necessary Details
Your request should include:
- Reservation confirmation code
- Date and timing of the rental
- Cancellation cause
- Any supporting evidence (if needed)
- Your selected method for the refund
Step 3: Evaluation and Completion
Our representatives will confirm receipt of your request within one day, assess it in line with our policy, reach a conclusion in two days, and execute sanctioned refunds within our specified periods.
Important Notes
- All pleas for refunds must be submitted formally in writing
- Refunds are made in € regardless of the currency used to pay
- We highly suggest obtaining travel coverage
- This policy may be amended given a 30-day notification
- Refunds can be subject to applicable taxes and rules
Contact Information
For any inquiries regarding refunds or to forward a refund plea:
Refunds Department
CollectiveAccessPoint Marine Services Ltd.
Marina Port Vell
Barcelona 08039
Spain
Phone: +34 932 21 74 74
Email: [email protected]
Office Hours: Monday–Friday, 9:00 AM – 5:00 PM