Refund Policy
Transparent and equitable refund terms for your reassurance
Overview
At UniversalServicePlaza, we realize that plans can alter, and we are committed to providing clear and honest refund guidelines. This document details the criteria for issuing refunds for our yacht rental services.
It is important to familiarize yourself with this policy prior to booking. By confirming a charter with UniversalServicePlaza, you consent to these terms of refund.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund except for service charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Must be formally requested via electronic mail or telephone
24-72 Hours Before Charter
Eligible for: Half of the total rental cost
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund amount
Conditions: Cancellation must be justified; administrative fees are incurred
Less than 24 Hours Before Charter
Eligible for: Not eligible for any refund
Exception: Special situations may be taken into account
Alternative: Charter credit could be offered at the discretion of management
Conditions: Proof required for emergency situations
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our utmost concern. If our certified captain deems weather conditions as unsafe for sailing, you will have flexible options:
- Full Refund: Offered when rescheduling is not an option
- Reschedule: Transfer your booking to an alternative date without any extra charges
- Charter Credit: Issued, usable for 12 months from the original booking date
Weather Assessment Process
The process to assess weather includes:
- Evaluation of wind directions and speeds
- Maritime forecasts for waves and overall sea conditions
- Precipitation outlook and visibility
- Official announcements and advisories by the Coast Guard
- Professional judgment on safety by the captain
Decision Timeline: Decisions on weather cancellations are made no later than 4 hours prior to the planned departure.
Medical Emergency Refunds
Emergency Circumstances
We recognize that medical emergencies can happen unexpectedly. Conditions that might be eligible for exceptional consideration include:
- Sudden sickness or injuries necessitating hospitalization
- Passing of a close family member
- Military service orders or urgent recalls
- Mandatory juror service or judicial subpoenas
- Natural events impeding travel
Documentation Requirements
To handle requests for refunds due to emergencies, kindly provide:
- Doctor's note or hospital documents
- Certification of death (if relevant)
- Government military commands
- Subpoena or notice for jury duty
- Public advisories or state of emergency declarations
Processing: Emergency repayment is executed within 3-5 business days after submission of valid paperwork.
Operational Cancellations
Mechanical Issues
Should the booked vessel suffer from mechanical failures and no solution is found:
- Alternative Vessel: We will attempt to arrange a substitute of similar quality
- Full Refund: Provided if no appropriate replacement is found
- Partial Refund: Issued if the alternative has a differing price structure
- Compensation: Potentially offered as recompense for inconveniences caused
Crew Unavailability
On the rare occasion that certified crew members are unavailable:
- Replacement crew will be organized if feasible
- Complete restitution if the voyage cannot proceed
- Rescheduling with no extra costs incurred
Refund Processing
Payment Method
Repayments will be credited back to the payment option used for the reservation:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
€50 fee applicable to cancellations over 72 hours prior
Bank Transfer Processing
€25 fee applicable to all bank transfer refunds
International Processing
Additional costs may be incurred for international reimbursements
Charter Credits
When Credits Are Offered
In some scenarios, charter credits may be an alternative to direct refunds:
- For cancellations happening less than 24 hours prior
- If weather forces cancellation of the booking
- For voluntary changes by the customer
- When operational hurdles arise
Credit Terms
- Validity: Credits are valid for one year from their issuance
- Transferability: Credits are not transferable to others
- Value: Equivalent to the total cost paid for the charter, without deductions
- Usage: Credits can be used on any open charter dates
- Expiration: Credits expire after one year, with no extensions
Partial Service Refunds
Service Interruptions
If your charter experience is cut short or disrupted due to factors within our control:
- Refund calculated based on the portion of the service not used
- Credit for a future charter of equivalent value
- Complimentary offerings or enhancements
Guest-Related Interruptions
Should a charter be concluded early due to the actions or safety breaches of guests:
- No compensation for the segment not utilized
- Complete payment is still required
- Additional costs could apply
Dispute Resolution
If there is a disagreement about a refund, you may:
- Request evaluation by our management
- Submit further evidence or documents
- Engage with customer protection entities
- Explore legal avenues in accordance with prevailing laws
How to Request a Refund
Step 1: Contact Us
To begin a refund claim, reach out to us through:
- Email: [email protected]
- Phone: +377 93 10 65 00
- In-person at our waterfront office location
Step 2: Provide Information
Include the following details in your refund application:
- Your confirmation number for the booking
- Date and time of the scheduled charter
- Reason for the cancellation request
- Necessary documents to support the claim (if needed)
- Your preferred method for receiving the refund
Step 3: Review and Processing
Our staff will send a confirmation of receipt within 24 hours, assess your request against the refund policy, inform you of the outcome within 48 hours, and proceed with approved refunds as per the established periods.
Important Notes
- All applications for refund should be submitted in written form
- We process refunds in €, irrespective of the currency used at the time of payment
- We highly endorse getting travel insurance
- This refund guideline may be updated, with a notice period of 30 days
- Reimbursements are subject to tax laws and other regulations
Contact Information
For inquiries related to refunds or to proceed with a refund request, please contact:
Refunds Department
UniversalServicePlaza Marine Services Ltd.
Port de Monaco
Monaco 98000
Monaco
Phone: +377 93 10 65 00
Email: [email protected]
Office Hours: Monday to Friday from 9:00 AM to 5:00 PM