Refund Policy

Transparent and straightforward refund terms for your reassurance

Overview

We acknowledge that plans can alter, and at CollectiveInfoPortal, our goal is to maintain transparent and fair terms regarding refunds. This document details the circumstances in which we provide refunds for yacht charter services.

Ensure you familiarize yourself with these conditions prior to making a reservation. When you book a charter with CollectiveInfoPortal, you are recognizing and consenting to these refund stipulations.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Full reimbursement minus handling charges

Processing Time: 5-7 working days

Handling Fee: €50 for payments via credit cards

Conditions: Must be submitted via email or phone in written form

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total charter fee

Processing Time: 7-10 working days

Handling Fee: €25 subtracted from the reimbursement amount

Conditions: Justification required; admin costs applicable

Less than 24 Hours Before Charter

No Refund

Eligible for: No refunds granted

Exception: Consideration for emergency instances

Alternative: Credit for future charters may be offered at managerial discretion

Conditions: Proof required for urgent situations

Weather-Related Cancellations

Our Weather Guarantee

Our highest concern is safety. Should the charter conditions be deemed unsafe by our licensed skipper, we provide several flexible resolutions:

  • Full Refund: Provided when rescheduling isn’t an option
  • Reschedule: Change your charter to an alternative date at no extra cost
  • Charter Credit: A voucher valid for one year from the original booking date

Weather Assessment Procedure

Our procedure for determining weather conditions consists of:

  • Analyzing wind patterns and intensity
  • Assessing sea conditions and wave stature
  • Predictions for visibility and rainfall
  • Notices and advisories from the Coast Guard
  • Professional judgment of the captain on safety matters

Decision Schedule: Decisions regarding weather cancellations are taken not later than 4 hours prior to the planned departure.

Medical Emergency Refunds

Unforeseen Medical Scenarios

We are sympathetic towards unexpected health crises. Potential instances for exceptional consideration include:

  • Unanticipated illness or injury necessitating hospital care
  • A bereavement within the close family
  • Unexpected military summons or deployment
  • Legal obligations such as jury service or a court order
  • Catastrophic events impeding travel

Verification Standards

To proceed with requests for emergencies, you should present the following:

  • Hospital records or a medical certification
  • Obituary or death certification, if relevant
  • Authorized military directives
  • Legal summons for jury duty or court appearance
  • Notifications of natural catastrophes or other emergencies

Finalization: We process refund requests due to emergencies within 3-5 business days following the submission of valid proof.

Operational Cancellations

Technical Failures

If the appointed yacht experiences technical issues preventing its function:

  • Alternative Vessel: Our attempt will be made to offer a similar substitute
  • Full Refund: Given when no suitable alternatives exist
  • Partial Refund: In case the alternative option varies in price
  • Compensation: Possible additional remuneration for the inconvenience

Crew Unavailability

On infrequent occasions where our certified crew is unavailable:

  • Efforts to find a replacement crew will be made
  • Entire refund if the charter cannot proceed
  • Option to reschedule without any subsequent charges

Refund Processing

Reimbursement Method

The method for issuing refunds will correspond with the original payment channel used during the booking process:

  • Credit Cards: 5-7 business days
  • Bank Transfers: 7-10 business days
  • Cash/Cheque: 3-5 business days

Processing Charges

Credit Card Handling

A €50 charge for cancellations done with more than 72 hours notice

Bank Transfer Charges

A €25 fee levied on all refunds processed through bank transfers

International Handling

Extra charges may be applied to international transactions

Charter Credits

Occasions for Credit Issuance

In some scenarios, credit for future charters might be an alternative to a refund, namely:

  • Last-minute cancellations (under 24 hours)
  • Weather-related cancellation situations
  • Requests to voluntarily change a booking
  • Operational hiccups

Credit Stipulations

  • Legitimacy: Effective for one year from the day of issuance
  • Transferability: Non-exchangeable with other individuals
  • Worth: Equivalent to the entire value of the charter, excluding handling fees
  • Redemption: Applicable on any free charter options
  • Expiry: No renewals past the 12-month mark

Partial Service Refunds

Service Disruptions

Should your charter experience interruptions or be cut short due to our operational issues:

  • Reimbursement in proportion to the unused portion
  • A voucher for a future charter of equivalent value
  • Complimentary additional services or upgrades

Guest-Induced Disruptions

Where a charter ends prematurely due to the actions or safety breaches of the guests:

  • No reimbursement for the remainder of the time
  • Total cost is still accountable
  • Potential extra fees could be incurred

Dispute Resolution

In case of a dispute over a refund decision, your options include:

  • Appealing for an evaluation by our administrative team
  • Submitting additional proof or substantiation
  • Exploring solutions via consumer protection institutions
  • Legal recourse in accordance with the prevailing laws

How to Apply for a Refund

Step 1: Get in Touch

Initiate your refund request through:

Step 2: Submission Details

Your application should contain:

  • Verification of the booking
  • Date and time of the charter
  • Reason for calling off the reservation
  • Relevant supporting documents, if applicable
  • Desired method for refund

Step 3: Evaluation and Completion

Our staff will acknowledge your application within a day, review it in alignment with this policy, communicate a verdict within two days, and process the authorized refunds within the designated timeframes.

Important Reminders

  • All demands for refunds are to be presented in a written form
  • Refunds are issued in €, regardless of the currency employed at payment
  • Purchasing travel insurance is highly recommended
  • Policies are subject to changes, with a notice period of 30 days
  • Refunds are inclusive of any relevant taxes and compliances

Contact Information

To inquire further about refunds or to submit a reimbursement plea:

Refunds Department
CollectiveInfoPortal Marine Services Ltd.
Port Vell Marina
Barcelona 08039
Spain

Phone: +34 932 21 74 74
Email: [email protected]
Operational hours: Monday–Friday, 9:00 AM – 5:00 PM

Revision Date: August 19, 2025

We've designed this refund policy to be clear and fair. We encourage you to review these terms carefully prior to making a reservation and reach out should you have any queries.