Refund Policy

Transparent and equitable reimbursement guidelines for your assurance

Introduction

At MutualSupportCenter, we recognize that plans can shift, and we are committed to establishing straightforward and honest refund procedures. This document provides the terms for obtaining refunds on yacht rental services.

It is important to review this document attentively before booking. When you reserve a yacht with MutualSupportCenter, you accept and consent to these terms regarding refunds.

Regular Cancellation and Reimbursement Structure

Above 72 Hours Before Charter

100% Reimbursement

Eligible for: Entire refund excluding service charges

Process Duration: 5-7 business days

Service Charges: €50 for credit card operations

Stipulations: Must be claimed through written communication via email or phone

Between 24 to 72 Hours Before Charter

50% Reimbursement

Eligible for: Half of the entire charter cost

Process Duration: 7-10 business days

Service Charges: €25 subtracted from the reimbursement

Stipulations: A justified rationale required; administrative expenses apply

Under 24 Hours Prior to Charter

No Reimbursement

Eligible for: Refunds are not available

Exceptions: Extraordinary situations may be considered

Alternative: Offer of charter credit may occur at managerial discretion

Stipulations: Supporting evidence needed for emergency situations

Cancellations Due to Weather

Guarantee Against Weather Conditions

We prioritize safety. If our professional captain determines that weather conditions are not suitable for sailing, we provide several options to accommodate you:

  • Complete Reimbursement: Full refund if it's not possible to schedule another date
  • Rescheduling: Move your booking to another suitable date free of charge
  • Charter Credit: We issue credit that you can use for one year from the date of the initial charter

Evaluation Process for Weather

Our assessment for weather conditions includes:

  • Analyzing wind speed and direction
  • Evaluating wave size and maritime conditions
  • Forecasting visibility and rain probabilities
  • Adhering to Coast Guard advisories and alerts
  • Final safety determination by the captain

Decision Period: Conclusions regarding weather cancellations are confirmed no later than 4 hours before the scheduled departure time.

Refunds for Medical Urgencies

Emergent Conditions

We are sympathetic towards unexpected medical issues. The following incidents may qualify for a special refund:

  • Sudden medical conditions or injuries necessitating hospital stays
  • Passing of immediate family members
  • Military orders or urgent recalls
  • Judicial summons or mandatory jury service
  • Catastrophes that impact travel

Prerequisites for Documentation

For processing requests pertaining to emergency refunds, we require:

  • A health professional's note or hospital records
  • Mortality documentation (if relevant)
  • Confirmation of military service demands
  • Legal summonses or notices for jury duty
  • Advisories or proclamations of an emergency impacting travel

Processing: Emergency refund claims are administered within 3-5 business days post-receipt of appropriate documents.

Cancellations Due to Operational Factors

Technical Malfunctions

If the yacht assigned to you malfunctions and we cannot fix the problem:

  • Substitute Vessel: We strive to supply an equivalent alternative
  • Fully Reimbursed: If an appropriate substitute isn't provided
  • Partially Reimbursed: If the alternative yacht has a different pricing
  • Compensatory Measures: We may also provide extra compensation for the trouble caused

Unavailability of Crew

On rare occasions when a qualified crew is unavailable:

  • We will arrange for a replacement crew if possible
  • Full reimbursement if we cannot proceed with the charter
  • Option to reschedule without additional costs

Processing of Refunds

Method of Reimbursement

Reimbursements are issued through the same payment method originally used for the reservation:

  • Credit Cards: 5-7 working days
  • Bank Transfers: 7-10 working days
  • Cash/Cheque: 3-5 working days

Charges for Processing

Credit Card Transactions

€50 fee for cancellations that occur more than 72 hours before

Bank Transfer Transactions

€25 fee for all reimbursements done through bank transfers

International Transactions

Supplementary fees may be applicable for international payments

Issuance of Charter Credits

Scenarios for Offering Credits

In certain situations, instead of refunds, charter credits are extended:

  • Cancellations closer than 24 hours prior
  • Cancellations due to weather
  • Voluntary requests to postpone
  • Service disruptions

Conditions for Credits

  • Duration: Valid for a year from the distribution date
  • Non-transferable: Credits cannot be passed on to others
  • Worth: Corresponds to the full value of the charter, without deductions for service fees
  • Utilization: Applicable to any available charter
  • Expiry: No prolongation beyond the 12-month limit

Reimbursements for Partial Services

Service Disruptions

In the event that your yacht experience is interrupted or shortened due to our oversight:

  • Rebate proportionate to the unutilized duration
  • Credit for another charter of identical worth
  • Add-on complimentary offerings or upgrades

Disturbances Caused by Guests

If we have to end the charter prematurely because of guest behavior or safety breaches:

  • No reimbursement for the remaining time
  • The total fee is still due
  • Penalties may be incurred

Settling Refund Disagreements

Should you find yourself at odds with a refund verdict, you are welcome to:

  • Request an assessment from our management
  • Submit further proof or evidence
  • Look for a resolution via consumer protection entities
  • Engage legal avenues according to the law

Procedure to Apply for Reimbursement

Step 1: Get in Touch

To initiate a refund, reach out to us through:

Step 2: Provide Complete Details

Your refund application should include:

  • Confirmation code for your booking
  • Dates and times of your charter
  • Grounds for the cancellation
  • Any auxiliary documents (if necessary)
  • Your preferred method to receive the refund

Step 3: Evaluation and Completion

We will acknowledge your application within 24 hours, evaluate it against our policy, communicate our decision within 48 hours, and finalize approved reimbursements within the mentioned processing times.

Vital Information

  • All pleas for refunds must be documented in writing
  • Reimbursements are issued in €, irrespective of the transaction's original currency
  • We highly endorse getting travel insurance
  • This policy may be updated with a 30-day notice
  • Reimbursement actions abide by relevant taxes and regulations

Contacting Us

For inquiries or to process a refund, contact:

Refunds Department
MutualSupportCenter Marine Services Ltd.
Port Vell Marina
Barcelona 08039
Spain

Telephone: +34 932 23 74 00
Email: [email protected]
Business Hours: Monday–Friday, from 9:00 AM to 5:00 PM

Last Modified: August 21, 2026

We drafted this refund policy with fairness and clarity in mind. We urge you to scrutinize these guidelines thoroughly before securing a booking and to reach out with any uncertainties.