Refund Policy
Transparent and equitable refund terms for your comfort
Introduction
At FreshMintBureau, we recognize that plans can change, and we aim to offer transparent and just refund policies. This document details the circumstances in which refunds will be provided for yacht rental services.
Kindly review this document thoroughly before securing a booking. Completing a booking with FreshMintBureau signifies your acceptance of these refund conditions.
Cancellation and Refund Timetable
More than 72 Hours Prior to Charter
Qualifies for: Full repayment excluding cost of processing
Process Duration: 5-7 business days
Handling Fee: €50 for card payments
Requirements: Cancellations must be submitted by email or phone in a written format
24-72 Hours Before Charter
Qualifies for: Half of the full rental cost
Process Duration: 7-10 business days
Handling Fee: €25 deducted from the refund amount
Requirements: A legitimate cause is necessary; administrative expenses applied
Less than 24 Hours Prior to Charter
Qualifies for: No refund options available
Exception: Consideration for urgent incidents
Alternative: Management may offer credit for charter services
Requirements: Documented proof required for emergencies
Weather-Related Cancellations
Commitment to Weather Safety
Our primary concern is safety. Should weather conditions be assessed as unsafe for charter activities by our professional captain, we provide several alternatives:
- Complete Refund: A full repayment if rescheduling isn’t feasible
- Change of Date: Transfer your booking to a subsequent convenient date without any added cost
- Voucher for Charter: A credit note valid for a year from the original date of the yacht rental
Evaluation of Weather
Weather evaluation consists of:
- Assessment of wind speed and direction
- Evaluation of ocean wave size and sea condition
- Visibility and forecasts for rain
- Advisories and warnings from maritime authorities
- Captain's assessment based on safety protocols
Decision Timeframe: Calls regarding weather cancellations are made at least 4 hours before the planned departure time.
Refunds for Medical Emergencies
Special Cases
We recognize that medical urgencies can arise. The following scenarios may receive special consideration:
- Unexpected sickness or harm demanding hospitalized care
- Death within the close family circle
- Urgent military orders or recall
- Compulsory jury duty or legal subpoenas
- Natural catastrophes impacting commute
Proof Needed
For emergency refund petitions, the following evidence is necessary:
- Statement from a doctor or hospital documents
- Death notification (if applying)
- Orders pertaining to military service
- Judicial summons or jury notification
- Official warnings or declarations of emergencies affecting travel
Procedures: Emergency repayment requests are processed within 3-5 business days after the submission of the necessary documents.
Cancellations Due to Operational Issues
Mechanical Failures
If the yacht you are assigned is down due to mechanical issues that cannot be promptly addressed:
- Replacement Yacht: An attempt to arrange a comparable yacht
- Complete Reimbursement: In the absence of an appropriate substitute
- Partial Reimbursement: If the alternative vessel has differing cost implications
- Remuneration: Additional compensation may be extended for the inconvenience
Absence of Crew
In the unusual event that a certified crew is not available:
- A substitute crew will be scheduled if feasible
- Complete refund if the rental cannot proceed
- Rescheduling at zero extra cost
Reimbursement Procedures
Payment Methods
Refunds will be made using the initial payment method provided during your booking:
- Credit Cards: 5-7 business days
- Direct Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Costs of Processing
Credit Card Operations
A €50 fee for cancellations exceeding 72 hours notice
Direct Transfer Operations
A €25 fee for all direct transfer refunds
International Operations
Extra charges may be incurred for international transactions
Credit from Charter
Instances for Credit Issuance
Charter credits might be granted as an alternative to reimbursements in specific cases:
- Last-minute cancellations (under 24 hours in advance)
- Weather-induced cancellations
- Voluntary rescheduling requests
- Interruptions due to operational issues
Conditions for Credit
- Validity: 12 months from the issuance date
- Transferability: Non-transferable to third parties
- Amount: Entire charter value (excluding processing fees)
- Redemption: May apply to any available yacht rental
- Expiry: Not extendable beyond the 12-month limit
Repayments for Partial Services
Interruptions to Services
If your yacht rental is interrupted or shortened because of events we control:
- Repayment pro-rated according to the time not used
- Credit for a subsequent rental of equivalent value
- Complimentary services or betterment
Interruptions by Guests
If a yacht rental is ended early because of guest behavior or non-compliance with safety rules:
- No repayment for the time left unused
- Complete payment is still required
- Potential for additional charges
Solving Disagreements
In case of disagreements regarding refund decisions, you can:
- Ask for an evaluation by our leadership team
- Present additional proof or details
- Look for a settlement via consumer rights bodies
- Explore judicial solutions per relevant laws
How to Apply for Refund
Step 1: Reach Out
To make a repayment request, contact us through:
- Email: [email protected]
- Phone: +34 932 23 92 20
- Direct visit to our marina establishment
Step 2: Submit Details
Your request should include:
- Confirmation number for the booking
- Charscheduled date and hour
- Justification for annulment
- Relevant supporting evidence (if applicable)
- Desired method for repayment
Step 3: Assessment and Procedure
Our team will recognize your request within a day, examine it based on this policy, deliver a verdict within two days, and handle qualified reimbursements within the noted timeframes.
Noteworthy Considerations
- All refund queries must be voiced in writing
- Refunds are transacted in €, regardless of the currency used for payment
- It is highly advisable to have travel insurance
- This policy can be changed, provided a month's notice
- Refunds adhere to relevant taxes and rules
Contact Info
For refund-related inquiries or to file a refund application:
Refunds Division
FreshMintBureau Marine Services Ltd.
Port Vell Marina
Barcelona 08039
Spain
Phone: +34 932 23 92 20
Email: [email protected]
Working Hours: Monday–Friday, 9:00 AM – 5:00 PM