Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At SilverHarborBay, we realize the unexpected can happen, and we are committed to maintaining transparent and equitable refund practices. This document provides the guidelines for issuing refunds for our yacht rental services.
Please review the refund terms thoroughly prior to booking. By reserving a yacht with SilverHarborBay, you accept and consent to these refund conditions.
Standard Cancellation and Refund Timeline
More than 72 Hours Prior to Charter
Applicable for: Complete refund excluding service charges
Duration for Processing: 5-7 working days
Service Charge: €50 for credit card transactions
Prerequisites: Must be submitted formally through email or a phone call
24-72 Hours Before Charter
Applicable for: Half of the total charter cost
Duration for Processing: 7-10 working days
Service Charge: €25 deducted from the refund
Prerequisites: Valid justification needed; administrative costs apply
Less than 24 Hours Prior to Charter
Applicable for: No refunds offered
Exception: Exceptions for emergencies may be taken into account
Option: Voucher for charter may be given at discretion of management
Prerequisites: Supporting documents required for emergency cases
Weather-Induced Cancellations
Our Commitment to Safety
Your safety is our utmost concern. If our certified captain assesses that the weather conditions are not suitable for charter operations, we will offer alternative arrangements:
- Complete Refund: Issued if rescheduling isn’t feasible
- Rescheduling: You may book another date without additional charges
- Charter Credit: A voucher valid for 12 months from the original charter date is provided
Procedure for Weather Evaluation
Our procedure for weather evaluation includes:
- Assessment of wind force and trajectory
- Review of ocean surge and conditions
- Forecasts for visibility and precipitation
- Notifications from the Coast Guard
- Assessment of safety by the professional captain
Decision Lead Time: Decisions regarding weather cancellations are made no later than 4 hours before the scheduled departure time.
Refunds for Medical Emergencies
Conditions for Consideration
We recognize that medical emergencies can arise unexpectedly. Situations that might be eligible for special review include:
- Sudden medical conditions or injuries that require hospital admission
- Passing of a family member
- Military orders or urgent recall
- Legal summons or juror obligations
- Disasters affecting travel
Requirement for Documentation
To pursue a request for an emergency refund, kindly furnish:
- Medical certificates or hospital records
- Obituary documentation (if relevant)
- Verified military directives
- Notice for legal services or jury orders
- Advisories or declarations of emergency impacting travel
Procedure: Requests for refunds due to emergencies will be processed within 3-5 business days after proper documentation is received.
Cancellations Due to Operational Issues
Failures Mechanically
In the event that your designated vessel is inoperative and cannot be promptly fixed:
- Replacement Vessel: Efforts to arrange a similar alternative will be made
- Complete Refund: Provided when no acceptable alternative is at hand
- Partial Refund: In case the alternative has different pricing
- Compensation: Additional remuneration may be considered for the inconvenience caused
Crew Not Available
On rare occasions, if the certified crew is not available:
- An alternate crew will be sought when feasible
- A full refund if the charter is unable to proceed
- An option to reschedule at no extra charge
Refund Processing Steps
Method of Reimbursement
Reimbursements will be processed using the method initially employed for payment:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Charges for Processing
Credit Card Charges
€50 charge for cancellations more than 72 hours prior
Bank Transfer Fees
€25 charge for all bank transfer reimbursements
Charges for International Transactions
Extra charges may apply for transactions beyond national borders
Vouchers for Charters
Offering of Credits
In certain instances, vouchers for charters may be offered in place of refunds:
- Late cancellations (fewer than 24 hours before)
- Cancellations due to weather conditions
- Requests for voluntary rescheduling
- Interruptions in operations
Terms for Credits
- Validity: 12 months from the date of issuance
- Transferability: Credits cannot be transferred to others
- Monetary Value: Equivalent to the full price of the charter (excluding processing fees)
- Applicability: Applicable to any forthcoming charters, subject to availability
- Expiration: Validity cannot be extended beyond 12 months
Compensation for Partial Services
Interruptions in Services
In case your charter is disrupted or ends prematurely owing to our operational control:
- A reimbursement proportional to the unused time
- Charter credit equivalent in value for future use
- Free additional services or upgrades
Interruptions Caused by Guests
If a charter needs to be halted prematurely due to the actions of guests or breaches of safety rules:
- No reimbursement for the time left unused
- Full payment is still required
- Potential additional costs may be incurred
Resolving Disputes Over Refunds
Should you have concerns regarding a refund decision, you can:
- Ask for a re-evaluation by our managerial team
- Submit further proof or documentation
- Seek assistance from agencies for consumer protection
- Explore legal avenues in accordance with the laws in effect
Procedure for Refund Application
Step 1: Get in Touch
To initiate your refund, reach out via:
- Email: [email protected]
- Phone: +34 933 10 90 80
- In-person at our marina location
Step 2: Submission of Details
Your refund request should include:
- The confirmation number for your booking
- Date and time of the charter
- Explanation for the cancellation
- Relevant supporting documents (if necessary)
- Your preferred method to receive the refund
Step 3: Evaluation and Execution
Our team will acknowledge your submission within 24 hours, evaluate it based on these terms, respond with a decision within 48 hours, and proceed with processing accepted refunds within the specified timelines.
Essential Points
- Refund applications are required to be in written format
- Refunds are issued in € independent of the original currency of payment
- Purchase of travel insurance is highly advised
- This policy can change given 30 days notice
- Refunds adhere to relevant tax laws and regulations
Information for Contact
For inquiries regarding refunds or to submit a request for a refund:
Department of Refunds
SilverHarborBay Marine Services Ltd.
Port Vell Marina
Barcelona 08039
Spain
Phone: +34 933 10 90 80
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM