Refund Policy
Transparent and straightforward refund terms for your assurance
Overview
At UniversalUtilityPlaza, we recognize that plans can change, and we are committed to enforcing a clear and honest refund policy. This document details the specific conditions in which refunds for our yacht rental services are granted.
Please examine this policy thoroughly prior to making a reservation. Your reservation with UniversalUtilityPlaza constitutes your acceptance of the terms listed in our refund policy.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full refund except for administrative charges
Processing Time: 5-7 business days
Processing Fee: €50 for transactions made with credit cards
Conditions: Cancellation must be confirmed through written communication
24-72 Hours Before Charter
Eligible for: Half of the total cost of the charter
Processing Time: 7-10 business days
Processing Fee: €25 deducted from the refund amount
Conditions: A valid reason is required; there will be charges for administrative costs
Less than 24 Hours Before Charter
Eligible for: No refund will be issued
Exception: We may consider cases of emergency
Alternative: A credit for a future charter could be offered at our discretion
Conditions: Supporting documentation is necessary for emergencies
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our utmost importance. Should the weather be unsuitable for sailing, as determined by our certified captain, we offer several options:
- Full Refund: If we cannot reschedule, a full refund will be provided
- Reschedule: We can postpone your charter to another available day at no extra cost
- Charter Credit: We can issue a voucher valid for 12 months from the original charter date
Weather Assessment Process
Our weather assessment procedure consists of:
- Consulting wind speed and direction
- Evaluating wave conditions and swell height
- Forecasting visibility and likelihood of precipitation
- Checking Coast Guard warnings and notices
- Assessment by our professional captain’s safety standards
Decision Timeline: Decisions regarding weather cancellations are made no less than 4 hours prior to the planned departure time.
Medical Emergency Refunds
Emergency Circumstances
We are considerate of unexpected medical emergencies. The following instances could be eligible for special refund consideration:
- Immediate medical conditions or accidents needing hospital care
- Passing of immediate family members
- Emergency military orders
- Summoning for jury duty or a legal subpoena
- Natural catastrophes influencing travel arrangements
Documentation Requirements
For us to process emergency refund inquiries, furnish us with:
- Documentation from a medical institution or certificate
- Death certificate (should it be necessary)
- Orders from the military
- Legal orders or notice for jury duty
- Emergency statements or travel advisories
Processing: Upon receipt of the correct documentation, emergency refunds are processed typically within 3-5 working days.
Operational Cancellations
Mechanical Issues
In the event of mechanical failure making the designated vessel inoperable:
- Alternative Vessel: We will endeavor to provide a suitable substitute
- Full Refund: In the absence of an acceptable alternative, a full refund will be given
- Partial Refund: Adjusted refund if the replacement vessel offers different rates
- Compensation: We may offer additional compensation for the inconvenience
Crew Unavailability
On the rare occasions that our certified crew is not available:
- We will arrange for an alternate crew if feasible
- A full refund will be issued if we cannot provide the service
- We may offer to reschedule at no additional charge
Refund Processing
Payment Method
Refunds will be returned via the same method used for the initial booking:
- Credit Cards: Cleared within 5-7 business days
- Bank Transfers: Completed within 7-10 business days
- Cash/Cheque: Processed within 3-5 business days
Processing Fees
Credit Card Processing
€50 handling fee for cancellations with more than 72 hours' notice
Bank Transfer Processing
€25 handling fee for all refunds via bank transfer
International Processing
Additional costs may apply for international operations
Charter Credits
When Credits Are Offered
In certain scenarios, we may opt to propose a credit for future chartered services instead of a refund:
- For cancellations closer than 24 hours to the charter
- Due to weather-related cancellations
- When a client wishes to postpone the charter voluntarily
- If operational issues disrupt services
Credit Terms
- Validity: Valid for a year from the issuance date
- Transferability: Not transferrable to other individuals
- Value: Equivalent to the whole booking amount, without deduction of handling fees
- Usage: Applicable to any future available charters
- Expiration: Expiry is firmly set at 12 months after issuance
Partial Service Refunds
Service Interruptions
If your voyage is disrupted or reduces in time because of conditions we control:
- Compensation based on the part of the charter not utilized
- Credit for a later charter of similar value
- Gratuitous extras or service enhancements
Guest-Related Interruptions
If a journey concludes earlier than anticipated due to the behavior of guests or any breaches of safety rules:
- There will be no remuneration for the unused part of the journey
- The full booking cost is still owed
- Additional expenses may apply
Dispute Resolution
Should you find our decision on your refund unsatisfactory, several options are available:
- Ask for your case to be reassessed by our managerial team
- Submit further evidence or documents
- Contact consumer protection bodies for help
- Engage applicable legal proceedings according to the law
How to Request a Refund
Step 1: Contact Us
To lodge a refund claim:
- Email: [email protected]
- Phone: +34 933 10 55 02
- In person at our dockside offices
Step 2: Provide Information
Your refund application should include the following pieces of information:
- Confirmation code for your booking
- The precise date and time of your booked charter
- The reasons for your reservation annulment
- Any required documents for support (as necessary)
- Your preferred form of refund
Step 3: Review and Processing
We shall promptly recognize your request within a day, check it against our policy, inform you of the outcome within two days, and if approved, process the refund within the designated time range.
Important Notes
- All applications for refunds should be in written form
- Refunds are handled in €, irrespective of the initial currency used to pay
- It is highly advised to acquire travel insurance
- This policy may be modified, given a 30-day notice
- Refunds adhere to the relevant tax laws and regulations
Contact Information
For inquiries regarding refunds or to submit a request for the same:
Refunds Department
UniversalUtilityPlaza Marine Services Ltd.
Port Vell Marina
Barcelona 08039
Spain
Phone: +34 933 10 55 02
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM