Refund Policy
Transparent and equitable refund conditions for your assurance
Overview
At SharedUtilityHub, we acknowledge that plans can change, and we are committed to providing transparent and equitable refund practices. This document elaborates on the circumstances in which refunds may be provided for our yacht rental services.
Before confirming a booking, please review this policy thoroughly. By reserving a yacht with SharedUtilityHub, you accept and consent to these refund conditions.
Standard Cancellation and Refund Policy
More than 72 Hours Prior to Charter
Eligible for: Complete refund excluding administrative fees
Processing Time: 5-7 working days
Processing Fee: €50 for credit card payments
Requirements: Must be requested in written form through email or by telephone
24-72 Hours Before Charter
Eligible for: Half of the total cost of the charter
Processing Time: 7-10 working days
Processing Fee: €25 will be deducted from the refund
Requirements: Justification needed; administrative costs remain applicable
Less than 24 Hours Prior to Charter
Eligible for: No refunds are offered
Exception: Emergency situations might be taken into account
Alternative: Offer of a charter credit might be made at the discretion of the management
Requirements: Official proof required for claims due to emergencies
Weather-Related Cancellation Policy
Our Commitment to Weather Safety
Your safety is paramount. If our certified captain deems weather conditions to be dangerous for charter operations, we provide several flexible resolutions:
- Full Refund: Offered when rescheduling is impracticable
- Reschedule: Move your yacht rental to an alternate available date at no added cost
- Charter Credit: A credit that is valid for one year from the original charter date
Weather Evaluation Process
We assess weather conditions by:
- Examining wind patterns and intensity
- Evaluating sea conditions and wave heights
- Checking forecasts for visibility and precipitation
- Heeding Coast Guard advisories and warnings
- Considering the safety judgement of our professional captain
Scheduling: Decisions about weather cancellations are made at the latest 4 hours before the planned departure.
Medical Emergency Cancellation Policy
Emergent Situations
We recognize that unforeseen medical issues can arise. The following scenarios could be eligible for special consideration:
- Sudden health conditions or injuries that necessitate hospital admission
- Passing of an immediate family member
- Impromptu military assignments or recalls
- Summoning for jury duty or court orders
- Natural catastrophes that impact travel plans
Documentation Needed
For consideration of emergency refund claims, submit the following:
- Medical certification or proof of hospitalization
- Official death record (if relevant)
- Verified military directives
- Legal summons or jury duty notification
- Emergency announcements or travel alerts
Refund Timing: Requests for emergency refunds are addressed within 3-5 working days following receipt of the necessary documents.
Cancellations Due to Operational Issues
Vessel Malfunctions
In the event that your assigned boat malfunctions and can't be fixed in time:
- Substitute Vessel: We will attempt to procure a similar alternate vessel
- Full Refund: If a suitable replacement is not found
- Partial Refund: If the offered vessel differs in cost
- Additional Compensation: We may provide additional compensation for any inconvenience
Crew Unavailability
Should certified crew be unexpectedly unavailable:
- Efforts will be made to arrange for an alternative crew
- Full refund in the event the charter cannot proceed
- Options to reschedule without extra costs
Processing Refunds
Methods of Repayment
Refunds are remitted through the same channel used for the initial booking:
- Credit Cards: 5-7 working days
- Bank Transfers: 7-10 working days
- Cash/Cheque: 3-5 working days
Refund-Related Fees
Credit Card Reimbursement
€50 charge for cancellations requested more than three days ahead of time
Repayment via Bank Transfer
€25 cost for all reimbursements processed via bank transfer
International Transactions
Extra costs may be imposed for international transfers
Policy on Charter Credits
Availability of Credits
Credits for future yacht charters might be offered instead of cash refunds in certain situations:
- Last-minute cancellations (under 24 hours prior)
- Cancellations due to undesirable weather conditions
- Requests to voluntarily change the reservation
- Delays brought by operational issues
Conditions for Credit Usage
- Validity: Must be used within one year from issuance
- Transferability: Non-transferable to other individuals
- Amount: Equals the total value of the charter
- Application: May be used for any operational charter dates
- Extension: Extensions beyond one year are not permissible
Compensation for Partial Services
Interruptions during Service
If the yacht rental experience is interrupted or cut short due to reasons within our control:
- Reimbursement proportional to the non-utilized duration
- Credit equivalent to the value of the unfinished service
- Complimentary services or updates may be offered
Disruptions Caused by Guests
Should the charter conclude early because of actions by the participants or breaches of safety protocol:
- No repayment for the unspent period
- Payment in full is still demanded
- Potentially additional fines
Settling Disputes over Refunds
If a disagreement occurs regarding a refund claim, the following paths are available:
- A petition for reassessment by our administrative group
- Submission of extra proof or information
- Resolution attempts through consumer protection agencies
- Seeking legal options as accorded by relevant laws
Procedure for Refund Requests
Step 1: Get in Touch
Initiate your refund claim through:
- Email: [email protected]
- Phone: +39 010 275 9012
- Direct visit to our coastal office
Step 2: Submission of Details
Include these details in your refund claim:
- Confirmation code for the booking
- Date and time for the chartered service
- Cause for the cancellation
- Any substantiating documents (if required)
- Chosen method for refund
Step 3: Examination and Refund Implementation
We will acknowledge your refund claim within 24 hours, assess the request according to our policies, render a decision within 48 hours, and carry out the reimbursement in accordance with the aforementioned timelines, if approved.
Critical Notes
- Refund claims must be made in written format
- Reimbursements are processed in €, regardless of the currency used for payment
- Purchasing travel insurance is highly advisable
- Our policy may undergo amendments, which will be notified 30 days in advance
- Refunds will be subject to relevant taxes and legal stipulations
Contact Information
To inquire further about refunds or to file a refund demand:
Refunds Department
SharedUtilityHub Marine Services Ltd.
PortoFino Marina
Genoa 16128
Italy
Phone: +39 010 275 9012
Email: [email protected]
Office Hours: Monday–Friday, 9:00 AM – 5:00 PM