Refund Policy
Unambiguous and equitable refund terms for your confidence
Overview
At BalancedResourceCore, we recognize that plans can change, and we are committed to providing transparent and fair refund policies. This document explains the circumstances in which refunds for yacht charter services can be made.
Before scheduling a booking, please examine this policy thoroughly. By arranging a charter with BalancedResourceCore, you accept and agree to these terms for refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full refund except for processing charges
Processing Time: 5-7 working days
Processing Fee: €50 for card payments
Conditions: Must be requested in written form via email or post
24-72 Hours Before Charter
Eligible for: Half of the total charter cost
Processing Time: 7-10 working days
Processing Fee: €25 is subtracted from the refund amount
Conditions: A valid reason is required; service charges apply
Less than 24 Hours Before Charter
Eligible for: There is no option for a refund
Exception: Cases of emergency might be given special consideration
Alternative: A credit for charter services may be provided at the discretion of management
Conditions: Proof is required for emergency claims
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our utmost concern. If our certified captain deems the weather as dangerous for charter activities, we provide flexible solutions:
- Full Refund: A complete refund is provided if rescheduling isn’t feasible
- Reschedule: Transfer your charter to an alternative available slot without extra cost
- Charter Credit: Obtain a credit that is valid for one year from your original charter date
Weather Assessment Process
We consider various factors in our weather evaluation:
- Analysis of wind velocity and orientation
- Assessment of sea state and wave dimensions
- Forecast of visual distance and precipitation
- Notifications and advisories from the Coast Guard
- Safety appraisal by our professional captain
Decision Timeline: Decisions regarding cancellation due to weather will be made no less than 4 hours ahead of the appointed leave time.
Medical Emergency Refunds
Emergency Circumstances
We recognize that unexpected medical incidents can occur. Special consideration may be given in the following situations:
- Sudden afflictions or injuries necessitating hospital care
- Immediate family bereavement
- Sudden call to duty or deployment for military personnel
- Legal obligations such as jury duty or subpoenas
- Disasters affecting travel logistics
Documentation Requirements
For emergency refund requisitions, please supply:
- Medical validation or hospital reports
- Decease certification, if relevant
- Orders from the military
- Legal summons
- Advisories for travel or emergency pronouncements
Processing: We process emergency return of funds within a 3-5 business day period following receipt of the necessary documentation.
Operational Cancellations
Mechanical Issues
If the vessel allocated to you encounters mechanical issues that are irresolvable:
- Alternative Vessel: An effort will be made to provide a similar alternative
- Full Refund: Should no appropriate alternatives be available
- Partial Refund: In case the alternative has different pricing
- Compensation: Extra compensation may be granted for the inconvenience
Crew Unavailability
In the exceptional cases of unavailability of certified crew:
- An attempt to arrange an alternative crew will be made where possible
- A complete refund if the charter cannot be continued
- Options to reschedule without additional fees
Refund Processing
Payment Method
We process refunds back to the original mode of payment used at the time of booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
€50 fee for cancellations done over 72 hours prior
Bank Transfer Processing
€25 fee applicable on all bank transfer refunds
International Processing
Extra costs might be incurred for international financial transactions
Charter Credits
When Credits Are Offered
Credits for future charters might be presented as an alternative to monetary returns in select circumstances:
- Last-minute cancellations (within less than 24 hours)
- Cancellations tied to weather
- Voluntary rescheduling requests
- Perturbations due to operational issues
Credit Terms
- Validity: Usable for 12 months from when they were issued
- Transferability: They are not exchangeable between different parties
- Value: Equivalent to the entire value of the charter without deductions for processing
- Usage: Applicable towards any charter that has availability
- Expiration: There are no extensions past the 12-month period
Partial Service Refunds
Service Interruptions
Should your charter be interrupted or cut-short due to reasons within our control:
- Refunds will be prorated based on the unspent duration
- Issuance of a credit for another charter of equivalent worth
- Provision of complimentary services or upgrades
Guest-Related Interruptions
If a charter ends before its due time owing to the misbehaviour or safety breaches by guests:
- There will be no returns for the time not used
- The whole charter fee will still be charged
- Potential extra charges may be levied
Dispute Resolution
Should there be any disagreement with a decision on refunds, one may:
- Ask for reconsideration by our management
- Present further evidence or paperwork
- Engage with consumer protection entities
- Opt for legal options under relevant laws
How to Request a Refund
Step 1: Contact Us
Initiate your request for a refund through:
- Email: [email protected]
- Phone: +34 932 21 74 47
- In-person interactions at our waterfront office
Step 2: Provide Information
Your request should include the undermentioned details:
- Confirmation number of your booking
- Scheduled date and time for the charter
- Cancellation rationale
- Auxiliary documents, if required
- Chosen method for refund
Step 3: Review and Processing
Our staff will acknowledge your submission within a day, evaluate the request against the policy, convey the outcome within two days, and if approved, will undertake refund proceedings as per the given time periods.
Important Notes
- All applications for refunds must be made in written format
- Refunds will be processed in €, regardless of the initial payment's currency
- Purchasing travel insurance is strongly suggested
- This policy is amendable with a notice period of 30 days
- Refunds are bound by relevant taxes and regulations
Contact Information
For inquiries on refunds or to initiate a reimbursement process:
Refunds Department
BalancedResourceCore Marine Services Ltd.
Port Vell Marina
Barcelona 08039
Spain
Phone: +34 932 21 74 47
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM