Refund Policy
Transparent and equitable refund terms for your comfort
Overview
At PublicResourceHub, we recognize that plans may change, and we are committed to offering straightforward and clear refund policies. This document details the criteria under which refunds can be given for our yacht charter services.
Please review this policy thoroughly prior to making a reservation. By scheduling a charter with PublicResourceHub, you consent to and accept these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding service charges
Processing Time: 5-7 business days
Processing Fee: €50 for card payments
Conditions: Must be submitted via email or telephone in written form
24-72 Hours Before Charter
Eligible for: Half of the total charter fee
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund amount
Conditions: Justifiable cause needed; administrative expenses incurred
Less than 24 Hours Before Charter
Eligible for: Refund not offered
Exception: Cases of emergency might be taken into account
Alternative: Credit for charter may be available at the discretion of management
Conditions: Proof required for claims of emergency
Weather-Related Cancellations
Our Weather Guarantee
Our main priority is safety. Should weather conditions be determined as unsafe for charter operations by our professional captain, we present you with several options:
- Full Refund: Provided when rescheduling isn’t an option
- Reschedule: Rebook your charter for the next available slot at no extra charge
- Charter Credit: Issue a credit that is valid for a year from the original charter date
Weather Assessment Process
Our assessment of weather conditions entails:
- Examination of wind speed and direction
- Assessment of wave height and oceanic conditions
- Forecasts for visibility and precipitation
- Maritime advisories and warnings from the Coast Guard
- Evaluation of safety by our professional captain
Decision Timeline: Decisions about weather cancellations are made at least 4 hours prior to the scheduled departure time.
Medical Emergency Refunds
Emergency Conditions
We recognize that medical emergencies can happen. The situations listed below might qualify for exceptional consideration:
- Sudden illness or injury necessitating hospital care
- Passing away of a close relative
- Unforeseen military assignment or recall
- Summoned for jury duty or a court order
- Natural disasters impacting travel
Proof Needed
For emergency refund requests, we require the following proof:
- Doctor’s note or hospital records
- Obituary notice (if applicable)
- Official military directives
- Legal summons or notice for jury duty
- Travel warnings or state of emergency proclamations
Processing: Emergency refunds are expedited within 3-5 business days once the necessary documents are received.
Operational Cancellations
Vessel Malfunctions
If the boat you're assigned has unsolvable mechanical issues:
- Substitute Vessel: We will attempt to supply an equivalent replacement
- Complete Refund: Should there be no appropriate replacement available
- Partial Refund: If the substitute boat has different pricing
- Recompense: We may provide compensation for the inconvenience
Lack of Crew Availability
In the uncommon event that qualified crew are unavailable:
- Replacement crew will be arranged if feasible
- Complete refund if the charter can’t proceed
- Opportunity to rebook without any additional fees
Refund Processing
Refund Method
Refunds are issued back to the initial payment method 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 Charges
Credit Card Handling
€50 fee for cancellations requested more than 72 hours prior
Bank Transfer Handling
€25 charge for all bank transfer refunds
International Handling
Additional charges may be incurred for transactions across borders
Charter Credits
Issuance of Credits
Credits for charter may be granted as an option instead of refunds under specific scenarios:
- Last-minute cancellations (under 24 hours)
- Cancellations due to adverse weather
- Voluntary requests to change the reservation
- Disruptions in operations
Credit Details
- Validity: A year from the date it was issued
- Transferability: Credits are not transferable to others
- Value: Full amount of the charter (excludes handling fees)
- Application: Credits can be applied to any charter that's available
- Expiry: Credits must be used within 12 months without exception
Partial Service Refunds
Interruptions in Service
If your charter is discontinued or cut short due to factors we control:
- Refund proportional to the unutilized duration
- Credit for a future booking of identical value
- Complimentary upgrades or services
Interruptions Caused by Guests
Should a charter end prematurely due to the behavior of guests or breaches of safety guidelines:
- No refund will be issued for the remaining time
- Full payment is to be fulfilled
- There may be extra charges levied
Dispute Resolution
In case of disagreement with a refund judgment, the following steps are available:
- Ask for an assessment by our managerial staff
- Hand over additional evidence or documentation
- Contact consumer protection organizations for a solution
- Pursue legal courses of action as per the law
How to Initiate a Refund Request
Step 1: Get In Touch
Direct your refund solicitation through:
- Email: [email protected]
- Phone: +34 932 23 74 10
- Directly at our marina office
Step 2: Submit Your Information
Your submission should consist of:
- Confirmation number for the booking
- Date and time of the charter
- Explanation for the cancellation
- Any pertinent documents (if needed)
- Desired method of refund
Step 3: Confirmation and Processing
We will confirm receipt of your application within a day, consider it against our policy, communicate our decision within two days, and if approved, continue with refund processes in the specified timeframe.
Important Information
- All requests for refunds have to be submitted in writing
- Refunds are carried out in € regardless of the initial payment currency
- We strongly advise obtaining travel insurance
- This policy is subject to updates which will be communicated 30 days in advance
- Refunds are governed by relevant taxes and legal rules
Contact Information
To inquire about refunds or to put forward a request:
Refunds Department
PublicResourceHub Marine Services Ltd.
Port Vell
Barcelona 08039
Spain
Phone: +34 932 23 74 10
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM