Refund Policy
Straightforward and equitable refund terms for your assurance
Overview
We at UniversalResourceGrove realize that plans can change, and are committed to offering transparent and reasonable refund procedures. This document specifies the instances in which refunds can be provided for yacht charter services.
Examining this policy thoroughly prior to booking is advised. Your reservation of a charter with UniversalResourceGrove signifies your consent and adherence to these refund guidelines.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Total refund except processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for transactions via credit card
Conditions: Request must be conveyed in written form through email or phone
24-72 Hours Before Charter
Eligible for: Half of the overall cost
Processing Time: 7-10 business days
Processing Fee: €25 extracted from the refund amount
Conditions: A legitimate reason is necessary; administrative charges will be applied
Less than 24 Hours Before Charter
Eligible for: There are no refunds available
Exception: Cases of emergency may be considered for exceptions
Alternative: At the discretion of management, a credit for charter services could be provided
Conditions: Proof must be provided for emergency situations
Weather-Related Cancellations
Our Weather Guarantee
The safety of our patrons is our utmost concern. Should the weather conditions be judged as hazardous for charter operations by our licensed captain, we extend flexible alternatives:
- Full Refund: Offered if rescheduling is unfeasible
- Reschedule: Reallocate your charter to an upcoming date without additional fees
- Charter Credit: Issued credit to be used within a year from the original booking
Weather Evaluation Process
Our approach for weather evaluation comprises:
- Evaluation of wind direction and velocity
- Assessment of sea state and tides
- Forecasts for vision and precipitation levels
- Alerts and signals from the Coast Guard
- Professional appraisal of conditions by the captain regarding safety
Decision Timeline: Final decisions regarding weather cancellations are determined a minimum of 4 hours prior to the set departure time.
Medical Emergency Refunds
Exceptional Circumstances
We acknowledge that unforeseen medical emergencies might arise. Special consideration might be given to the following incidents:
- Abrupt ailments or injuries necessitating hospital stays
- Loss within the immediate family
- Mandatory military services or urgent recalls
- Official jury duties or legal summons
- Environmental calamities affecting travel routes
Conditions for Documentation
For the processing of urgent refund applications, please supply:
- Verification from a medical practitioner or hospital records
- Certification of a family member's passing, if applicable
- Commands or directives from the military
- Legal orders or notices for jury duties
- Travel warnings or declarations of emergencies
Processing: The processing of emergency refunds will be completed within 3-5 business days once valid documentation is submitted.
Operational Cancellations
Mechanical Failures
In instances where the vessel you've been designated encounters unresolvable mechanical issues:
- Replacement Vessel: We strive to supply an equivalent substitute
- Full Refund: Provided if a suitable replacement is not available
- Partial Refund: Issued if the alternative vessel comes at a different rate
- Compensation: Further consideration could be provided to offset any inconvenience
Crew Unavailability
In the unusual event of crew unavailability:
- Endeavor to organize substitute crew
- Entire refund if the charter cannot be fulfilled
- Rescheduling provided without extra charge
Refund Processing
Methodology for Reimbursement
Refunds are executed through the original method employed at the time of booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Charges for Processing
Credit Card Transactions
A €50 charge for cancellations that are given more than 72 hours before the service
Bank Transfer Operations
A €25 charge is applied to all refunds done via bank transfer
Processing Internationally
For international transactions, extra charges may be incurred
Charter Credits
Occasions for Credit Issuance
In certain scenarios, credits for charter services might be provided as an option to refunds:
- When cancellations are made with less than 24 hours' notice
- Cancellations due to weather conditions
- Requests for rescheduling made on a voluntary basis
- Service disruptions due to operational reasons
Credit Stipulations
- Validity: Valid for a period of 12 months from the date of issuance
- Transferability: Not transferrable to other individuals
- Value: Represents the full value of the charter, not impacted by processing fees
- Application: Can be used to book any available charter services
- Extinction: Credits expire post 12 months with no option for extension
Partial Service Refunds
Disruptions in Service
In the event that your charter service is disrupted or shortened due to reasons we can control:
- Refund proportional to the service not utilized
- Credits for a future charter of equivalent value
- Complimentary services or enhancements
Interruptions Caused by Guests
If a charter service ends prematurely on account of guest behavior or breaches of safety guidelines:
- No reimbursement for the remainder of the time
- Full payment is still required
- Additional fees may be levied
Dispute Resolution
In the case of dissent with a refund judgement, you are entitled to:
- Ask for a reconsideration by our management
- Submit extra proof or documentation
- Contact consumer protection agencies for an impartial resolution
- Avail of legal options in conformity with relevant laws
Procedures for Refund Requests
Step 1: Reach Out
Advance your refund application via:
- Email: [email protected]
- Phone: +377 93 10 40 00
- Direct consultation at our marina location
Step 2: Submission of Details
Ensure your application contains the following information:
- Your confirmation number for the booking
- Date and time of the charter service
- The exact cause for cancelling
- Any relevant supporting papers, if necessary
- Your preferred mode of refund
Step 3: Evaluation and Execution
Post receipt, our team will acknowledge your application within a day, then appraise it against our policy. A verdict will be provided within two days, and any authorized refunds will be executed within the declared time frames.
Key Points
- Every appeal for a refund should be made in written form
- Refunds will be processed in €, notwithstanding the currency used for payment
- We strongly advocate for the purchase of travel insurance
- This document may be subject to revisions with a notice period of 30 days
- All refunds are contingent upon the relevant taxes and legalities
Contact Information
To inquire about refunds or to forward a request:
Refunds Department
UniversalResourceGrove Marine Services Ltd.
Port de Monaco
Monte Carlo 98000
Monaco
Phone: +377 93 10 40 00
Email: [email protected]
Office Hours: Monday–Friday, 9:00 AM – 5:00 PM