Refund Policy
Clear and fair refund conditions for your peace of mind
Overview
At EvenFieldGateway, we realize that situations may alter, and we aim to maintain clear and equitable refund regulations. This document specifies the terms under which refunds may be processed for yacht renting services.
Kindly review these terms thoroughly prior to confirming a reservation. By reserving a rental with EvenFieldGateway, you consent to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full reimbursement less administrative charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Requirements: Must be requested via written communication such as email or a call
24-72 Hours Before Charter
Eligible for: 50% of the total charter fee
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the reimbursement amount
Requirements: A valid rationale is needed; service charges are applicable
Less than 24 Hours Before Charter
Eligible for: No reimbursement provided
Exception: Cases of urgent circumstances might be reviewed
Alternative: Charter credit can be granted at the discretion of the management
Requirements: Evidence is required for claims of emergencies
Weather-Related Cancellations
Our Weather Guarantee
Our top concern is safety. If the captain, who holds certification, deems the weather conditions unsafe for charter activities, we provide flexible alternatives:
- Full Refund: Full reimbursement if rescheduling isn't feasible
- Reschedule: Transfer your charter to a later date without additional costs
- Charter Credit: Issue a credit that remains valid for a year from the initial charter date
Weather Assessment Process
We take the following steps to assess weather conditions:
- Evaluation of wind speed and orientation
- Examination of wave amplitude and sea state
- Forecasts for visibility and precipitation levels
- Guidelines and cautions from the Coast Guard
- Assessment of safety from our professional captain
Decision Timeline: Determinations regarding weather cancellations are made no later than four hours before the planned departure time.
Medical Emergency Refunds
Emergency Circumstances
We recognize that medical emergencies might happen unexpectedly. The following incidents may be eligible for special consideration:
- Acute illness or injury that necessitates hospital care
- Loss of an immediate family member
- Military orders or urgent recalls
- Legal duties such as jury service or subpoenas
- Catastrophes that affect transportation
Documentation Requirements
For processing requests for emergency refunds, we require the following:
- Proof from a medical practitioner or hospital records
- Certificate for the bereaved, if relevant
- Military deployment orders
- Legal notices for jury duty or court orders
- Emergency notifications or legal advisories for travel
Processing: Emergency reimbursement applications are considered within 3-5 days after the receipt of the necessary documentation.
Operational Cancellations
Mechanical Failures
Should the assigned yacht face mechanical issues that cannot be rectified in time:
- Alternate Vessel: An effort will be made to offer a vessel of similar standards
- Full Refund: In the absence of a suitable replacement
- Partial Refund: Where the replacement vessel might come at a different price
- Compensation: Additional redress could be granted for the trouble caused
Crew Issues
On rare occasions where a certified crew cannot be provided:
- A substitute crew will be arranged when feasible
- A reimbursement in full if the rental cannot proceed
- Option to book another date without additional expenses
Refund Processing
Method of Reimbursement
The refund will be returned via the original payment method used during the booking process:
- Credit Card Transactions: Typically takes 5-7 business days
- Bank Transactions: Generally 7-10 business days
- Cash Payments/Checks: Normally 3-5 business days
Administrative Fees
Credit Card Transactions
A charge of €50 for cancellations requested more than 72 hours prior to the event
Bank Refunds
A €25 fee is associated with all bank refund operations
International Procedures
Additional costs may be incurred for refunds processed across international borders
Charter Credits
Eligibility for Credits
In specific situations, instead of a cash refund, a charter credit may be offered:
- Late cancellation with less than a day's notice
- Cancellations due to extreme weather
- Requests for a voluntary reschedule
- Interruptions due to operations
Credit Conditions
- Validity: 12 months from the date of issuance
- Transferability: Credits cannot be transferred to others
- Value: Equivalent to the full cost of the charter without deductions
- Applicability: Redeemable against any future available charter
- Expiry Date: No extension past the 12-month timeframe
Partial Service Refunds
Service Disruptions
If your yacht trip is interrupted or needs to be cut short due to issues within our control:
- Refund proportional to the non-utilized portion
- Charter credit for equal value on future service
- Free additional amenities or upgrades may be offered
Disturbances Caused by Guests
In the event of early termination of the charter due to guest behavior or breaches of safety guidelines:
- Non-refundable for the portion of the service not used
- Full payment is still required
- Potential additional fees for damages and inconveniences
Dispute Resolution
Should you find the refund determination unsatisfactory, you may pursue:
- A reassessment from our administrative division
- Submission of supplementary proof or details
- Intercession through consumer advocacy bodies
- Legal options as per the judicial standards
How to Submit a Refund Petition
Step 1: Get in Touch
To initiate your refund application, please reach out to us via:
- Email: [email protected]
- Phone: +34 961 00 00 00
- Directly at our marina outlet
Step 2: Present Your Case
When requesting a refund, make sure to include:
- Confirmation code for your booking
- Scheduled dates and times for the charter
- Explanation for the cancellation
- Any necessary supporting paperwork
- Desired method for the refund
Step 3: Evaluation and Completion
Our customer service team will acknowledge your request within a day's time, assess it in accordance with these guidelines, reach a conclusion within two days, and conduct the refund process within the indicated timeframes should the request be accepted.
Notes of Importance
- All applications for refunds must be made in a written format
- Reimbursements are issued in € irrespective of the initial currency used for payment
- We highly advise buying travel insurance
- This policy can be altered given a notification period of thirty days
- All refunds are bound by prevailing tax laws and regulations
Contact Details
If you have queries regarding refunds or wish to submit a refund case:
Refunds Department
EvenFieldGateway Marine Services Ltd.
Marina Point
Valencia 46024
Spain
Phone: +34 961 00 00 00
Email: [email protected]
Availability: Monday–Friday, 9:00 AM – 5:00 PM