Refund Policy
Straightforward and equitable refund provisions for your assurance
Overview
At GeneralInfoAlley, we recognize that situations may alter, and our objective is to offer clear-cut and candidrefund guidelines. This document details the scenarios in which refunds can be provided for yacht charter services.
It's important to familiarize yourself with this policy prior to booking. By reserving a charter with GeneralInfoAlley, you are confirming acceptance of these refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund except for processing charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card payments
Conditions: Request must be made in a documented form via email or phone communication
24-72 Hours Before Charter
Eligible for: Half of the total charter expense
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund amount
Conditions: Legitimate justification needed; administrative charges applicable
Less than 24 Hours Before Charter
Eligible for: Refund not available
Exception: Emergency situations may be taken into account
Alternative: Offer of charter credit is subject to management's discretion
Conditions: Proof required for emergency justification
Weather-Related Cancellations
Our Weather Guarantee
Priority is given to safety. If charter operations are deemed hazardous by our certified captain due to weather, we provide several options for your convenience:
- Full Refund: Provided when rescheduling isn’t an option
- Reschedule: Transfer your charter to an alternate date without additional cost
- Charter Credit: Issued with a 12-month validity from the original booking date
Weather Assessment Process
Weather evaluations are thorough and include the following:
- Study of wind force and trajectory
- Analysis of wave magnitude and sea state
- Projections for visibility and precipitation
- Maritime advisories and alerts
- A safety assessment from our professional captain
Decision Timeline: Determinations on weather cancellations are made at least 4 hours before the slated departure.
Medical Emergency Refunds
Emergency Circumstances
Recognizing that medical crises can arise unexpectedly, we offer leniency for the following:
- Immediate hospitalization required due to sudden illness or injury
- Loss of a family member
- Military recall or unexpected deployment
- Compulsory jury service or court subpoena
- Travel disruptions due to natural catastrophes
Documentation Requirements
For processing a request for emergency refund, kindly provide:
- Evidence from a medical institution or a medical note
- A death certificate if relevant
- Confirmation of military orders
- A legal notice for jury or court appearance
- Notifications of travel restrictions or disaster declarations
Processing: Refunds for emergencies are handled within 3-5 business days after we receive all required documents.
Operational Cancellations
Mechanical Issues
In the event of inoperable mechanical issues with the designated vessel:
- Alternative Vessel: We will make efforts to provide a suitable replacement
- Full Refund: Offered when no equivalent option is available
- Partial Refund: Issued if the replacement vessel comes at a different rate
- Compensation: Extra compensation may be provided as reparation
Crew Unavailability
On rare occasions that a certified crew is unable to serve:
- We will endeavor to find a substitute crew when feasible
- Full reimbursement if the charter is unable to proceed
- An offer to reschedule with no added costs
Refund Processing
Payment Method
Refunded amounts are returned using the same payment method that was used for the original booking:
- Credit Cards: 5-7 working days
- Bank Transfers: 7-10 working days
- Cash/Cheque: 3-5 working days
Processing Fees
Credit Card Processing
A €50 charge for cancellations that occur more than 72 hours prior to the charter
Bank Transfer Processing
A €25 fee applies to all bank transfer refunds
International Processing
International transactions may incur additional charges
Charter Credits
When Credits Are Offered
Charter credit might be presented instead of a refund under specific conditions:
- For cancellations made with less than 24-hour notice
- In cases of weather-related cancellations
- When a rescheduling is voluntarily requested by the customer
- Due to service disruptions
Credit Terms
- Validity: Credit holds validity for a year from the date of issuance
- Transferability: Credits are not exchangeable
- Value: Equivalent to the full cost of the charter without deductions for processing fees
- Usage: Applicable towards any future charter availability
- Expiration: Must be used within the 12-month period without the possibility of extension
Partial Service Refunds
Service Interruptions
In the case that your charter is disrupted or cut short for reasons within our control:
- A refund proportional to the unutilized service duration
- A voucher for the equivalent value towards a future service
- Complimentary amenities or service upgrades
Guest-Related Interruptions
If the charter ends prematurely due to guest's behavior or safety infringement:
- No compensation for the remaining charter duration
- Entire payment remains obligatory
- Potential for extra charges
Dispute Resolution
In case of disagreement with a refund judgement, you have the option to:
- Request a reassessment by our management
- Submit further evidence or documents
- Engage consumer protection organizations
- Use lawful channels as applicable by law
How to Request a Refund
Step 1: Contact Us
Put forward your refund petition through:
- Email: [email protected]
- Phone: +377 93 10 63 00
- Directly at our dockside office
Step 2: Provide Information
In your request, make sure to include:
- The confirmation code for your booking
- The scheduled date and time of the charter
- The basis for the cancellation
- Any relevant supportive documents (if applicable)
- Your preferred method for the refund
Step 3: Review and Processing
Our team will acknowledge receipt of your request within 24 hours. We will evaluate it in accordance with our policy, provide a verdict within 48 hours, and conduct the refund process within the specified timelines upon approval.
Important Notes
- All requests for a refund must be made in a documented manner
- All refunds are processed in € regardless of the initial currency of payment
- Purchasing travel insurance is highly endorsed
- This policy is amendable with a notice period of 30 days
- Refunds come with applicable taxes and legal stipulations
Contact Information
For inquiries concerning refunds or to advance a refund request:
Refunds Department
GeneralInfoAlley Marine Services Ltd.
Port de Monaco
Monaco 98000
Monaco
Phone: +377 93 10 63 00
Email: [email protected]
Opening Times: Monday–Friday, 9:00 AM – 5:00 PM