Refund Policy

Transparent and equitable refund terms for your reassurance

Overview

At SereinResourceBay, we recognize that situations may alter, and we are committed to establishing straightforward and clear refund procedures. This document describes the criteria under which refunds may be granted for yacht chartering services.

We advise you to review this policy thoroughly prior to making a reservation. By reserving a charter with SereinResourceBay, you are confirming your acceptance of these terms regarding refunds.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete refund excluding processing charges

Processing Time: 5-7 business days

Processing Fee: €50 for credit card transactions

Conditions: Cancellation must be submitted in writing through email or telephone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total cost of the charter service

Processing Time: 7-10 business days

Processing Fee: €25 deducted from the refund amount

Conditions: A valid reason is required; administrative costs incurred

Less than 24 Hours Before Charter

No Refund

Eligible for: Refunds are not available

Exception: We may consider cases of emergency

Alternative: Instead of a refund, a charter credit may be offered at the discretion of the management

Conditions: Supporting documents are required for emergency situations

Weather-Related Cancellations

Our Weather Guarantee

Your safety is our highest concern. Should the charter conditions be deemed unsafe by our certified captain because of the weather, we present flexible arrangements:

  • Full Refund: The complete refund is offered if rescheduling is unfeasible
  • Reschedule: We'll arrange your charter for the next available date at no extra charge
  • Charter Credit: A credit that is valid for one year from the initial charter date

Weather Assessment Process

Our weather evaluation covers:

  • Investigation of the wind's speed and direction
  • Consideration of wave magnitude and sea state
  • Evaluation of visibility and precipitation predictions
  • Heeding Coast Guard advisories and cautions
  • A safety analysis by our professional captain

Decision Timeline: Determinations regarding weather cancellations are made at least 4 hours prior to the scheduled departure time.

Medical Emergency Refunds

Emergency Situations

We understand sudden medical crises can occur. The following events might qualify for special refund consideration:

  • Immediate hospitalization needed due to illness or accident
  • Demise of a direct family member
  • Unanticipated military deployment or recall
  • Summoned for jury duty or a legal subpoena
  • Natural calamities affecting your journey's logistics

Proof Needed

To facilitate an emergency refund request, kindly supply:

  • Medical documentation or hospital records
  • Official certificate of death, if pertinent
  • Military orders
  • Jury summons or court orders
  • Emergency communications or travel warnings

Processing: We will handle emergency refunds within a 3-5 business day timeframe once the proper proof is provided.

Operational Cancellations

Mechanical Failures

If the assigned ship encounters insurmountable technical issues:

  • Alternate Yacht: We will try to supply an equivalent replacement
  • Complete Refund: Granted if no proper replacement is found
  • Proportional Refund: Issued if the substitute yacht has a different price
  • Additional Compensation: We may offer more recompense for your trouble

Unavailable Crew

In rare cases when the certified crew is not available:

  • We will arrange alternate crew wherever possible
  • A total refund will be given if the charter cannot proceed
  • We offer the option to reschedule without additional costs

Refund Processing

Refund Methods

Refunds will be returned using the initial method of payment:

  • Credit Cards: Should take 5-7 business days
  • Bank Transfers: Might take 7-10 business days
  • Cash/Cheque: Typically 3-5 business days

Processing Charges

Credit Card Handling

€50 fee applies for cancellations submitted over 72 hours ahead of time

Bank Transfer Handling

A €25 fee is applied to all bank transfer refunds

International Transactions

Extra charges might be applicable to international transactions

Charter Credits

Conditions for Credit Issuance

Credits for charters might be given instead of a refund under certain circumstances:

  • Cancellations made less than a day ahead
  • Cancellations due to weather
  • Voluntary requests to change the charter date
  • Unpredictable operational disturbances

Credit Details

  • Validity: Effective for a year following issuance
  • Transferability: Non-exchangeable
  • Value: Amounts to the complete charter value minus processing fees
  • Applicability: Applicable to any open charter
  • Expiration: Not extendable past the one-year mark

Partial Service Refunds

Interruptions to Service

Should your charter experience interruptions or be curtailed due to controllable factors:

  • Refunds prorated on the basis of non-used time
  • A credit of equal value for a future charter
  • Additional services or perks offered complimentary

Early Termination Due to Guests

In the event the charter ends prematurely due to guest behavior or breaches of safety guidelines:

  • No reimbursement for the unused period
  • Total payment is still obligatory
  • Possible extra charges

Dispute Settlement

If there's a disagreement with our refund verdict, you can:

  • Seek a reassessment from our managerial department
  • Present additional evidence or documents
  • Contact consumer protection entities
  • Explore legal channels as per the prevailing laws

Submitting a Refund Request

Step 1: Get in Touch

To commence your refund process, reach out via:

Step 2: Offer Information

Enclose the following details in your plea:

  • Your verification number for booking
  • The appointed charter date and hour
  • Reason behind the cancellation
  • Any relevant supporting papers, if needed
  • Your chosen mode of refund

Step 3: Evaluation and Processing

Our customer service team will acknowledge receipt of your request within a day, assess it as per the guidelines of the policy, determine a conclusion within two days, and if approved, process your refund according to the specified periods.

Key Points to Note

  • All demands for refunds must be clearly presented in writing
  • Refunds are managed in €, regardless of the original currency used for payment
  • We highly advise you to purchase travel insurance
  • This policy may undergo updates with a month's notice
  • Refunds follow the relevant taxes and regulations

Contact for Enquiries

Should you have inquiries about refunds or wish to file a request for one:

Refund Operations
SereinResourceBay Marine Services Ltd.
Port Vell Marina
Barcelona 08039
Spain

Phone: +34 932 23 95 70
Email: [email protected]
Open: Monday–Friday, 9:00 AM – 5:00 PM

Last Modified: September 29, 2025

This refund policy has been crafted to ensure fairness and transparency. We encourage you to familiarize yourself with the stipulations mentioned before you make a booking and to reach out to us should you have any queries.