Refund Policy
Clear and fair refund conditions for your peace of mind
Overview
At OpenUtilityRegistry, we recognize that situations may arise that lead you to request a refund, and we are committed to providing a straightforward and equitable refund framework. This policy details the circumstances under which you may receive a refund for our yacht charter services.
Please examine the terms of this policy before securing a booking. By reserving a yacht charter with OpenUtilityRegistry, you are consenting to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full refund except for processing expenses
Processing Time: 5-7 business days
Processing Fee: £50 for credit card transactions
Conditions: Must be submitted in writing via email or phone
24-72 Hours Before Charter
Eligible for: 50% of the full charter cost
Processing Time: 7-10 business days
Processing Fee: £25 will be subtracted from the refund
Conditions: A justified cause is necessary; administrative costs are relevant
Less than 24 Hours Before Charter
Eligible for: No refund will be issued
Exception: Situations of urgency will be taken into account
Alternative: A charter voucher might be granted at the discretion of the management
Conditions: Proof is necessary for emergency requests
Weather-Related Cancellations
Our Weather Guarantee
We prioritize safety above all. If our certified captain determines that the weather conditions pose a danger to charter operations, we offer the following choices:
- Full Refund: A complete refund if it's impossible to reschedule
- Reschedule: You can move your booking to another date free of charge
- Charter Credit: Get a credit that is good for one year from the original charter date
Weather Assessment Process
We perform weather evaluations using the following criteria:
- Analyzing wind speed and direction
- Assessing wave height and oceanic conditions
- Checking visibility and forecasted precipitation
- Heeding Coast Guard advisories and warnings
- The safety judgment from a professional captain
Decision Timeline: Decisions on weather-related cancellations are made at least 4 hours before the planned departure time.
Medical Emergency Refunds
Emergency Circumstances
We comprehend that health crises can happen suddenly. The following are circumstances that might be eligible for a refund consideration:
- Sudden medical conditions or injuries requiring urgent care
- Loss of an immediate family member
- Sudden military orders or emergency recall
- Being summoned for jury duty or legal proceedings
- Natural events impeding travel
Documentation Requirements
Emergency refund requests will require the following documentation:
- Official note from a medical professional or hospital documentation
- Obituary or death documentation (where applicable)
- Military orders
- Legal notices for jury duty or court proceedings
- Emergency travel warnings or declarations
Processing: We handle emergency refunds in 3-5 business days after we receive the necessary documents.
Operational Cancellations
Mechanical Issues
In the event that the designated vessel has mechanical issues that we can't fix:
- Alternative Vessel: We will try to arrange a similar replacement
- Full Refund: Offered if there's no adequate replacement
- Partial Refund: Given if the replacement vessel's fees differ
- Compensation: We may offer extra compensation for your inconvenience
Crew Unavailability
In the unlikely scenario where an authorized crew isn't available:
- We'll endeavor to provide an alternate crew
- A complete refund if the voyage can't proceed
- Arrange an alternate date at no additional expense
Refund Processing
Payment Method
Our refunding process will adhere to the original payment method:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
A £50 fee for cancellations made over 72 hours before departure
Bank Transfer Processing
A £25 fee for all bank transfer refunds
International Processing
There may be extra charges for international refunds
Charter Credits
When Credits Are Offered
Vouchers for future charters may be provided instead of refunds under these circumstances:
- For cancellations with short notice (less than 24 hours)
- If a charter gets cancelled due to the weather
- For voluntary changes in schedule
- Operational disruptions
Credit Terms
- Validity: Valid for one year from the date of issue
- Transferability: It's personal and cannot be transferred
- Value: Worth the entire value of the charter without deduction for processing
- Usage: Can be redeemed on any available charter
- Expiration: No renewal past the 12-month mark
Partial Service Refunds
Service Interruptions
Should your charter experience disruptions or curtailing of service due to reasons we control:
- A refund proportional to the not availed duration
- A voucher equivalent to the value for future charters
- Complimentary additions or upgrades
Guest-Related Interruptions
If the charter must be ended prematurely because of actions by the guests or breaches of safety:
- No reimbursement for the remaining time
- Full payment is still expected
- Potential additional fees
Dispute Resolution
Should you contest a refund judgment, you are encouraged to:
- Seek a review from our managerial staff
- Provide supplementary information or proof
- Reach out to consumer advocacy entities
- Pursue any available legal avenues as per the law
How to Request a Refund
Step 1: Contact Us
To launch a refund request, reach out via:
- Email: [email protected]
- Phone: +44 1752 481190
- Physically at our dockside office
Step 2: Provide Information
Make sure your refund plea has the following information:
- Your booking's confirmation code
- The scheduled date and time of your charter
- The cause for revocation
- Any pertinent documentation (if necessary)
- Your chosen method for the refund
Step 3: Review and Processing
Once you have submitted your plea, we'll acknowledge it within 24 hours, review the merit based on this policy, and will notify you with our determination within 48 hours. Any approved refunds will be processed as per the timelines mentioned above.
Important Notes
- All requests for reimbursement must be communicated in writing
- We process all refunds in £ irrespective of the currency used during payment
- We highly recommend purchasing travel insurance
- This policy may be revised with a 30-day notification period
- Reimbursements will adhere to relevant taxes and statutes
Contact Information
For further inquiries about refunds or to submit a request:
Refunds Department
OpenUtilityRegistry Marine Services Ltd.
Yacht Haven Quay
Plymouth PL9 7HJ
United Kingdom
Phone: +44 1752 481190
Email: [email protected]
Business hours: Monday–Friday, 9:00 AM – 5:00 PM