Refund Policy
Transparent and equitable refund terms for your assurance
Overview
At UniversalInformation, we recognize that plans can shift, and we are committed to providing clear and equitable refund guidelines. This document details the criteria for issuing refunds for our yacht charter offerings.
Ensure you review these guidelines thoroughly prior to confirming your reservation. When you reserve a yacht with UniversalInformation, you are indicating your consent to this refund policy.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund except for handling charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Request must be made in a written format by 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: Justification needed; additional administrative expenses incurred
Less than 24 Hours Before Charter
Eligible for: Refunds are not available
Exception: Cases of emergency could be taken into account
Alternative: Credit for future charters might be offered at the discretion of the management
Conditions: Emergency cases require documented proof
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our most important concern. In the event that our licensed captain determines weather conditions to be hazardous for charter activities, we provide several alternative options:
- Full Refund: Should it be impossible to reschedule, we will provide a complete refund.
- Reschedule: You can transfer your booking to another available slot without any additional fee.
- Charter Credit: Opt for a voucher that's valid for one year from the date of the original booking.
Weather Assessment Process
The criteria for our weather evaluation include:
- Evaluating wind force and orientation
- Assessing wave magnitudes and oceanic conditions
- Forecasts for visibility and precipitation levels
- Notices and advisories from the Coast Guard
- Safety appraisal by a professional captain
Decision Timeline: Decisions about weather-induced cancellations are finalized at least 4 hours ahead of the planned departure time.
Medical Emergency Refunds
Emergency Circumstances
We recognize the unpredictability of medical emergencies. Instances that could be eligible for an exception include:
- An abrupt ailment or injury that necessitates hospital care
- Passing away of a family member
- Urgent military call to action or redeployment
- Being summoned for jury service or receiving a court subpoena
- Natural calamities that impact your travel plans
Documentation Requirements
For processing your request for an emergency refund, please furnish the following paperwork:
- A note from a medical professional or hospital records
- A certificate of death, if appropriate
- Military directive papers
- Notification of jury service or legal summons
- Travel warnings or declarations of an emergency
Processing: We action emergency refund claims within 3-5 business days after receiving the necessary documents.
Operational Cancellations
Mechanical Issues
Should the vessel allocated to you suffer from mechanical failures that are irreparable:
- Alternative Vessel: An effort will be made to supply a similar vessel
- Full Refund: Provided when an appropriate substitute is not available
- Partial Refund: Offered if the replacement vessel is priced differently
- Compensation: Additional compensation could be given for the inconvenience caused
Crew Unavailability
On uncommon occasions where a qualified crew is not available:
- A substitute crew will be sourced if possible
- Complete reimbursement if the charter is unable to proceed
- An option to reschedule without extra charges
Refund Processing
Payment Method
Reimbursements will be issued using the initial method of payment:
- Credit Cards: Approximately 5-7 working days
- Bank Transfers: Typically takes 7-10 working days
- Cash/Cheque: Around 3-5 working days
Processing Fees
Credit Card Processing
€50 charge for cancellations occurring over 72 hours beforehand
Bank Transfer Processing
€25 charge applied to all bank transfer refunds
International Processing
Extra charges may be applicable for international transactions
Charter Credits
When Credits Are Offered
Credits for charters might be extended as an alternative to refunds under specific conditions:
- Last-minute cancellations (under 24 hours notice)
- Cancellations due to weather conditions
- Voluntary changes in booking
- Unexpected operational issues
Credit Terms
- Validity: Valid for one year from the date of issuance
- Transferability: Cannot be transferred to other individuals
- Value: Equivalent to the full value of the charter without deducting processing fees
- Usage: Redeemable against any available charter bookings
- Expiration: Extensions will not be provided beyond the one-year validity period
Partial Service Refunds
Service Interruptions
In the event that your booking is disrupted or ended earlier due to issues we are responsible for:
- Rates refunded on a pro-rata basis for the unused duration
- A voucher for a subsequent booking of the same worth
- Gratuitous extra services or enhancements
Guest-Related Interruptions
Should a booking be concluded prematurely owing to the actions or safety breaches of a guest:
- No reimbursement will be granted for the remaining time
- Entire payment must still be remitted
- Possible additional fees
Dispute Resolution
In case you contest a refund determination, you may:
- Ask for an assessment from our administrative team
- Submit further evidence or particulars
- Contact consumer assistance organizations
- Engage in legal procedures per the law
How to Request a Refund
Step 1: Reach Out
To initiate a refund application, reach us via:
- Email: [email protected]
- Phone: +49 40 1234567
- Visiting our waterfront office in person
Step 2: Supply Details
Provide these details with your submission:
- Confirmation code of the booking
- Scheduled date and time of the charter
- Causation for the termination
- Relevant support documents (as needed)
- Desired method for refund
Step 3: Evaluation and Execution
Our team will verify receipt of your submission within a day, assess it in accordance with the policy, make a resolution within two days, and finalise authorised refunds as per the defined timescales.
Important Notes
- All requests for refunds need to be lodged in written form
- Refund transactions are processed in € no matter the currency used for payment
- Getting travel insurance is highly advised
- The refund policy is amendable upon a 30-day announcement
- Refunds are inclusive of taxes and abide by the regulations
Contact Information
For inquiries concerning refunds or to forward a request for a refund:
Refunds Department
UniversalInformation Marine Services Ltd.
Marina Point
Hamburg 20457
Germany
Phone: +49 40 1234567
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM