Refund Policy

Transparent and just refund stipulations for your serenity

Overview

At SharedInformationPool, we recognize that situations can evolve, and we are committed to applying reasonable and unambiguous refund procedures. This document details the criteria under which reimbursements will be granted for yacht charter services.

It is important to review this policy thoroughly prior to confirming a reservation. When you reserve a charter through SharedInformationPool, you are confirming your acceptance of these terms for refunds.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete reimbursement except for service fees

Processing Time: 5-7 business days

Processing Fee: €50 for credit card transactions

Conditions: Must be petitioned via email or phone in written form

24-72 Hours Before Charter

50% Refund

Eligible for: Half the amount of the total charter cost

Processing Time: 7-10 business days

Processing Fee: €25 subtracted from the reimbursement amount

Conditions: A valid justification is necessary; subject to administrative charges

Less than 24 Hours Before Charter

No Refund

Eligible for: Lack of reimbursement availability

Exception: Cases of urgency may receive special consideration

Alternative: Offer of credit for charter is at the management's discretion

Conditions: Documentation is required to support emergency circumstances

Weather-Related Cancellations

Our Weather Guarantee

Your safety is our paramount concern. If charter operations are considered unsafe due to weather as determined by our licensed captain, we offer several flexible alternatives:

  • Full Refund: Issued if rescheduling is unfeasible
  • Reschedule: You may change your charter to a future date without extra charges
  • Charter Credit: Provided, valid for a year from the initial charter date

Weather Assessment Process

We conduct a thorough weather analysis, which includes:

  • Evaluating wind directions and speeds
  • Assessing oceanic conditions such as wave height
  • Forecasting visibility and the likelihood of precipitation
  • Observing Coast Guard advisories and warnings
  • Considering the safety judgement of the professional captain

Decision Timeline: Decisions on weather-related cancellation are made no more than 4 hours prior to the departure time.

Medical Emergency Refunds

Emergency Circumstances

Medical emergencies are understandable instances. Special considerations may be available if one of the following scenarios occurs:

  • Acute health issues or injuries that necessitate hospitalization
  • Immediate family bereavement
  • Enlistment in active military service or sudden reassignment
  • Being called for jury duty or issued a court subpoena
  • Catastrophic events that impede travel

Documentation Requirements

Documentation is needed to evaluate requests for emergency refunds, including:

  • Verified medical statement or hospital records
  • Official death certificate, if relevant
  • Military orders
  • Subpoenas or jury summons
  • Government-issued travel warnings or emergency declarations

Processing: We handle emergency reimbursement submissions within 3-5 business days once appropriate documents are provided.

Operational Cancellations

Mechanical Issues

Should the assigned boat be out of service due to technical issues that cannot be rectified:

  • Alternative Vessel: Our intention is to allocate a comparable substitute
  • Full Refund: In the event that we are unable to provide an alternative
  • Partial Refund: If the replacement vessel varries in price
  • Compensation: Additional amends may be extended for the inconvenience caused

Crew Unavailability

In the unusual event that the certified crew is unavailable:

  • We shall try to arrange for a substitute crew if possible
  • A full refund will be given if the charter cannot proceed
  • Options to reschedule without extra costs

Refund Processing

Payment Method

All reimbursements will be processed via the initial method utilized for the booking:

  • Credit Cards: Within a period of 5-7 business days
  • Bank Transfers: Between 7-10 business days
  • Cash/Cheque: Processed over 3-5 business days

Processing Fees

Credit Card Processing

€50 fee is applied to cancellations that exist over 72 hours from departure

Bank Transfer Processing

A €25 fee is implemented for every bank transfer reimbursement

International Processing

Extra fees may be applicable for international transactions

Charter Credits

When Credits Are Offered

Charter credits can be granted instead of refunds under certain conditions:

  • Shortly noticed cancellations (less than 24 hours prior)
  • Cancellations connected to weather conditions
  • Voluntary requests to defer booking dates
  • Unforeseen operational setbacks

Credit Terms

  • Validity: 12 months from the issuing date
  • Transferability: Credits cannot be exchanged to other individuals
  • Value: Equal to the entire value of the charter, without deducting processing costs
  • Usage: Applicable for any future charters that are available
  • Expiration: Credits must be used within 12 months with no extensions

Partial Service Refunds

Service Interruptions

In the event your yacht experience is interrupted or shortened due to our own operational challenges:

  • A refund that corresponds to the unused duration of the charter
  • Credit for an equivalent future charter
  • Supplementary services or upgrades as compensation

Guest-Related Interruptions

If a charter must be finished ahead of time due to guest behavior or any breaches of safety rules:

  • The unused time will not be subject to a refund
  • The entire payment for the charter still requires fulfillment
  • Extra charges might be applicable

Dispute Resolution

If you find the outcome of a refund application unsatisfactory, you have the option to:

  • Appeal for a supervisory assessment by our management
  • Present additional documents or proofs
  • Involve consumer protection entities for resolution
  • Utilize legal recourse as necessitated by law

How to Request a Refund

Step 1: Contact Us

To file a refund plea, please utilize one of the following methods:

Step 2: Provide Information

Details to be provided with your refund appeal are as follows:

  • The number confirming your reservation
  • The allocated charter date and time
  • Your reasons for cancelling
  • Any supporting papers, if relevant
  • Your chosen method for the refund

Step 3: Review and Processing

We will confirm the receipt of your refund request within a day, assess it according to the terms of this policy, communicate a verdict in two days, and proceed with the appropriate refunds within the specified periods.

Important Notes

  • Written submission is mandatory for all refund requests
  • Refunds are conducted in €, irrespective of the booking currency
  • We highly recommend acquiring travel insurance
  • Changes to this policy can occur given a 30-day notification
  • Reimbursements are subject to relevant taxes and regulations

Contact Information

For inquiries regarding refunds or to progress with a refund claim:

Refunds Department
SharedInformationPool Marine Services Ltd.
Port Vell
Barcelona 08039
Spain

Phone: +34 932 23 74 34
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: March 14, 2025

We designed this refund policy to ensure fairness and clarity. We urge you to familiarize yourself with these terms before making your booking and to reach out with any questions.