Refund Policy
Transparent and equitable refund terms for your reassurance
Overview
Knowing that plans can change, PublicCommonsMatrix is committed to establishing clear and straightforward refund practices. This policy provides the criteria under which refunds will be given for yacht charter services.
It is important to review this policy thoroughly prior to booking. By reserving a charter with PublicCommonsMatrix, you are confirming your consent to these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full refund except for processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Must be made in writing via email or phone
24-72 Hours Before Charter
Eligible for: Half the total charter cost
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund
Conditions: Valid justification needed; administrative costs incurred
Less than 24 Hours Before Charter
Eligible for: No reimbursement possible
Exception: Emergency situations may be taken into account
Alternative: A charter credit might be provided at managerial discretion
Conditions: Emergency claims must come with documentation
Weather-Related Cancellations
Our Weather Guarantee
Your safety is our main concern. Should the weather conditions be considered dangerous for charter operations by our certified captain, we provide several alternatives:
- Full Refund: Returned fully if there's no chance to reschedule
- Reschedule: Change your charter to an alternative date without additional fees
- Charter Credit: Issued a credit good for 12 months from the initial charter date
Weather Assessment Process
We evaluate the weather based on the following:
- Checking wind speeds and direction
- Monitoring wave height and sea conditions
- Forecasting visibility and rain
- Heeding Coast Guard advisories and warnings
- Assessing based on the professional captain's judgment for safety
Decision Timeline: Decisions regarding weather cancellations are made at least 4 hours ahead of the departure time.
Medical Emergency Refunds
Extraordinary Circumstances
We comprehend that unforeseen medical issues can occur. The situations below may be subject to special exceptions:
- Unexpected illness or injury that leads to hospitalization
- Death in the immediate family
- Urgent military orders or recall
- Being called for jury duty or a legal subpoena
- Natural disasters impacting travel ability
Required Proof
To request an emergency reimbursement, please provide relevant documentation:
- A doctor's certificate or hospital records
- Death certificate, if relevant
- Military deployment documents
- Subpoena or notice of jury duty
- Emergency declarations or travel warnings
Process: Refunds due to emergencies are processed in 3-5 business days after we receive appropriate evidence.
Operational Cancellations
Mechanical Difficulties
In case the designated yacht has mechanical failures that we cannot fix immediately:
- Replacement Yacht: We will try to supply a similar substitute
- Total Refund: Granted if no comparable yacht is available
- Partial Reimbursement: If the substituting yacht is priced differently
- Compensation: Possible compensation for the inconvenience
Crew Unavailability
On the rare occasion that the qualified crew becomes unavailable, we will:
- Arrange for an alternate crew when feasible
- Provide a full refund if the charter is unable to proceed
- Offer rescheduling at no extra cost
Refund Processing
Refund Method
Reimbursements will be made through the same method used for the initial payment:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Costs Associated with Processing
Credit Card Fees
€50 charge for cancellations made over 72 hours ahead
Bank Transfer Costs
A €25 fee applies to all bank transfer refunds
International Transactions
Extra fees may be incurred for international refunds
Credit for Future Charters
Issuance of Charter Credits
In some instances, we may issue credits as an alternative to direct refunds:
- For cancellations made with less than 24-hour notice
- If weather forces the cancellation
- Upon customer's request to reschedule
- Due to service disruptions
Credit Details
- Period of Validity: Must be used within 12 months from the date of issue
- Transferability: Credits are not transferable to others
- Monetary Value: Equivalent to the full price of the charter excluding processing charges
- Application: Applicable towards any charter that's available
- Expiration: There will be no extensions after the 12-month period
Refunds for Partial Services
Issues During the Service
If your charter experience is interrupted or cut short due to issues we can control:
- A proportional refund based on the unused portion
- Charter credit for a future booking of the same value
- Complimentary additional services or upgrades as compensation
Interruptions Due to Guests
If a charter ends early due to actions or safety issues caused by the guests:
- No return will be made for the remaining time
- The full charter cost will still be demanded
- Supplementary charges may be applicable
Resolving Disputes
In cases where you find a decision on refunds unsatisfactory, you may:
- Ask for the case to be reviewed by our leadership team
- Provide further evidence or documentation
- Search for a solution via consumer protection organizations
- Engage in legal proceedings according to the law
How to Apply for a Reimbursement
Step 1: Reach Out
Place your refund request through:
- Email: [email protected]
- Phone: +49 40 9876543
- Directly at our office location at the marina
Step 2: Submit Your Details
Your request should include:
- The confirmation number for your booking
- Date and time of the scheduled charter
- The reason for your cancellation
- Any relevant supporting documentation
- Your chosen method for refund
Step 3: Confirmation and Execution
Our customer service will confirm receipt of your request within a day, assess it according to the outlined terms, make a determination within two days, and conduct approved refunds in the time periods specified.
Key Points to Note
- All requests for refunds must be communicated in writing
- Refunds will be carried out in €, regardless of the payment currency used
- We highly recommend obtaining travel insurance
- Policy changes will be announced 30 days prior
- All refunds are subject to the relevant taxes and regulations
How to Contact Us
For inquiries or to put in a refund request:
Refunds Department
PublicCommonsMatrix Marine Services Ltd.
Marina Point
Hamburg 20459
Germany
Phone: +49 40 9876543
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM