Refund Policy
Transparent and equitable refund conditions for your assurance
Overview
At GeneralResourcePlaza, we are aware that plans may change, and we endeavor to maintain transparent and just refund policies. This document details the circumstances in which refunds can be granted for our yacht charter services.
Please examine this policy thoroughly prior to securing a charter. When you secure a charter with GeneralResourcePlaza, you are acknowledging and consenting to these terms for refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund excluding processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for transactions via credit card
Conditions: Must be submitted in writing via phone or email
24-72 Hours Before Charter
Eligible for: Half of the full charter fee
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund
Conditions: Justifiable reason needed; costs for administration apply
Less than 24 Hours Before Charter
Eligible for: Refunds are unavailable
Exception: Extreme cases may receive consideration
Alternative: Voucher for the charter could be provided at the discretion of management
Conditions: Supporting documentation necessary for claims of emergency
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our utmost concern. If charter operations are deemed dangerous due to weather by our qualified captain, we will offer adaptable options:
- Full Refund: Full refund if rescheduling doesn't work
- Reschedule: Changing your charter to an available date promptly, without extra charges
- Charter Credit: A credit that's valid for one year from the initial charter date
Weather Assessment Process
Our assessment of weather takes into consideration:
- Evaluation of wind speed and its direction
- Sea condition and wave height analogue
- Visibility and predictions for precipitation
- Advisories and warnings from the Coast Guard
- Safety judgement by professional captain
Decision Timeline: Determinations on weather-based cancellations are made at least 4 hours before the departure time scheduled.
Medical Emergency Refunds
Emergency Circumstances
We recognize that health emergencies may arise. Under the following scenarios, special accommodations may be possible:
- Unanticipated hospitalization or illness
- Loss of an immediate family member
- Urgent military deployment or recall
- Mandated court appearance or jury service
- Natural calamities impeding travel
Documentation Requirements
For processing requests tied to medical emergencies, we require:
- Evidence from a medical institution or health certificate
- Certification of death (if pertinent)
- Government military orders
- Notice for court appointment or jury service
- Emergency proclamations or travel warnings
Processing: Emergency refund cases are tended to within 3-5 business days following receipt of all necessary documents.
Operational Cancellations
Mechanical Issues
In the event that the vessel assigned to you encounters unsolvable mechanical issues:
- Alternative Vessel: Striving to supply a comparable alternative
- Full Refund: Granted if no acceptable replacement is present
- Partial Refund: Issued if the alternative vessel is differently priced
- Compensation: Further recompense may be considered for the inconvenience encountered
Crew Unavailability
On the rare occasions that the certified crew is not available:
- Efforts to arrange another crew when feasible
- Complete refund if the charter is unable to proceed
- Option to reschedule without incurring extra costs
Refund Processing
Payment Method
Refunds will be credited back to the original method of payment:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
€50 charge for cancellations requested beyond 72 hours in advance
Bank Transfer Processing
€25 charge applicable to all bank transfer reimbursements
International Processing
Extra charges may be incurred for transactions across national borders
Charter Credits
When Credits Are Offered
In certain cases, instead of refunds, charter credits might be presented:
- Late cancellations (within 24 hours)
- Cancellations due to weather
- Charter schedule changes initiated by clients
- Interruptions of operation
Credit Terms
- Validity: Good for use up to 12 months from the date of issuance
- Transferability: Non-assignable to other individuals
- Value: Equal to the original charter cost, not subtracting processing fees
- Usage: Applicable toward any charter that's available
- Expiration: No extensions past the 12-month limit
Partial Service Refunds
Service Interruptions
Should your charter be disrupted or cut short due to our control:
- Refund prorated based on the unused portion
- Credit for a future similar-value charter
- Complimentary services or upgrades offered
Guest-Related Interruptions
If a charter terminates prematurely due to the behavior of guests or breach of safety guidelines:
- No compensation for the remaining time
- Requirement for full payment to be settled
- Potential for additional fees to be levied
Dispute Resolution
If there's a disagreement with a ruling on a refund, here are your options:
- Application for managerial review
- Provision of extra evidence or documentation
- Enquiry through consumer protection entities
- Legal pursuit under relevant laws
How to Request a Refund
Step 1: Contact Us
To apply for a refund, reach us through:
- Email: [email protected]
- Phone: +49 40 1234 5678
- In-person at our dock office
Step 2: Provide Information
Your refund application should include:
- Proof of booking number
- Scheduled charter time and date
- Reason for calling off the charter
- Any supporting documents (if relevant)
- Your preferred method to receive the refund
Step 3: Review and Processing
We will acknowledge your request within a day, evaluate it according to this policy, pronounce a decision within two days, and adhere to the specified processing times for authorized refunds.
Important Notes
- All requests for refunds must be in written form
- Reimbursements are issued in €, regardless of the original currency used
- We strongly advocate for travel insurance
- This policy is amendable with notice of 30 days
- Refunds adhere to applicable rules and taxes
Contact Information
For enquiries regarding refunds or to process your refund application:
Refunds Department
GeneralResourcePlaza Marine Services Ltd.
Marina Point
Hamburg 22587
Germany
Phone: +49 40 1234 5678
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM