Refund Policy
Transparent and straightforward refund conditions to ensure your satisfaction
Overview
At MiddleAxisPortal, we recognize that plans can change, and we are committed to ensuring our refund policies are transparent and just. This document details the circumstances in which refunds are granted for our yacht charter services.
It is important to review this policy thoroughly before completing a reservation. By reserving a charter with MiddleAxisPortal, you are consenting to these terms regarding refunds.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Qualified for: Complete refund except for service charges
Processing Duration: 5-7 working days
Service Charge: €50 for credit card payments
Prerequisites: Must be formally requested through email or telephone
24-72 Hours Before Charter
Qualified for: Half of the full charter fee
Processing Duration: 7-10 working days
Service Charge: €25 subtracted from the reimbursement
Prerequisites: Valid justification needed; administrative expenses apply
Less than 24 Hours Before Charter
Qualified for: No refund available
Exception: Consideration for emergency scenarios
Alternative: Option of charter credit granted at the discretion of the management
Prerequisites: Emergency claims require proof
Weather-Related Cancellations
Our Commitment to Weather Safety
Your safety is paramount to us. If our captain, accredited by proper authorities, deems weather conditions to be hazardous for charter operations, we provide these options:
- Complete Refund: An entire refund if it's not feasible to reschedule
- Reschedule: Transfer your charter to an alternatively available date at no extra charge
- Charter Credit: A credit that's valid for one year from the original charter date
Procedure for Evaluating Weather
Our assessment for weather includes:
- Evaluation of wind speed and its direction
- Estimation of wave heights and sea conditions
- Forecasts for visibility and rain
- Advisories and warnings from the Coast Guard
- Professional safety judgement by the captain
Decision Timeframe: Conclusions regarding weather cancellations occur at the latest 4 hours prior to the planned departure.
Medical Emergency Refunds
Situations of Urgency
We comprehend that unexpected medical crises can occur. Special leniency may be considered for the situations listed here:
- Unanticipated ailment or injury leading to hospitalization
- Demise of a family member
- Sudden military assignments or urgent callbacks
- Mandatory participation in jury service or court orders
- Travel disruptions due to natural calamities
Proof Required
The following proofs are required to proceed with emergency refund claims:
- A medical certificate or documents from the hospital
- A death certificate (if relevant)
- Orders issued by the military
- A court subpoena or jury obligation notice
- Travel warnings or proclamations of an emergency
Process: Emergency reimbursement requests are processed within 3-5 business days after we receive the necessary documentation.
Operational Cancellations
Technical Issues
In the event that the designated vessel encounters technical failures that we cannot fix:
- Alternate Vessel: Our intention will be to offer a comparable substitute
- Complete Refund: If no suitable substitute can be arranged
- Partial Refund: In the case of different pricing with the alternative vessel
- Compensation: Additional compensation for any inconvenience may be extended
Unavailability of Crew Members
In the uncommon instance that certified crew is not available:
- A substitute crew will be sought when feasible
- Complete refund if the charter cannot take place
- Possibility of rescheduling without extra cost
Refund Processing
Mode of Payment
Refunds follow the same payment method originally used:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Service Charges
Credit Card Fees
€50 charge for cancellations with notice exceeding 72 hours
Bank Transfer Expenses
€25 charge for all bank transfer refunds
Additional Fees for Global Transactions
Extra fees may apply for refunds on international operations
Charter Credits
Instances for Credit Issuance
In certain scenarios, instead of refunds, we may issue credits for charter services:
- Late cancellations within 24 hours
- Cancellations due to weather conditions
- Requests to change booking dates initiated by clients
- Delays or interruptions due to operational reasons
Credit Specifications
- Validity Period: Credits are valid for 12 months after the date of issue
- Non-Transferable: Credits cannot be transferred to other individuals
- Credit Worth: Value equates to the entire cost of charter without deducting service fees
- Usage: Credits may be used for any available charter services
- Expiry: Credits are non-extendable beyond the 12-month period
Partial Service Refunds
Disruptions in Service
If your charter experience is interrupted or cut short due to reasons within our control:
- The remainder of the service is refunded on a pro rata basis
- Provision of a credit for a future charter of equivalent value
- Complimentary offerings or service upgrades
Disturbances Caused by Guests
Should a charter need to be ended early because of actions by guests or safety breaches:
- No refunds for the part of the service not used
- Full charge is still applicable
- Supplementary fees may be incurred
Dispute Resolution
If you are unsatisfied with a decision related to refunds, you may:
- Seek a reassessment from our managerial staff
- Submit more evidence or records
- Approach consumer support organizations
- Contemplate available lawful solutions as per law
Procedure for Refund Application
Step 1: Get in Touch
Send your application for a refund through:
- Email: [email protected]
- Phone: +34 932 20 39 40
- Directly at our office located in the marina
Step 2: Offer Details
Your application should include:
- Unique confirmation code for your booking
- Day and hour of your charter
- Justification for the cancellation
- Any applicable supporting documents
- Your preferred method of refund
Step 3: Confirmation and Procedure
Upon receipt, we will acknowledge your request within a day, assess it in accordance with our policy, reply with our decision within 2 days, and proceed with the reimbursement within the mentioned timeframe should the application be accepted.
Additional Information
- All refund requests need to be communicated in writing
- Reimbursements are carried out in € irrespective of the currency used to make the payment
- Securing travel insurance is highly recommended
- The present policy may be revised, provided a 30-day notice period
- Reimbursements are inclusive of applicable duties and conform to regulations
Contact Points
For inquiries about our refund processes or to submit a refund request, contact:
Refunds Department
MiddleAxisPortal Marine Services Ltd.
Marina Bay
Barcelona 08005
Spain
Phone: +34 932 20 39 40
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM