Refund Policy

Transparent and equitable refund policies for your assurance

Overview

At NeutralBridgeWay, we recognize that situations may change, which is why we offer equitable refund terms that are transparent. This policy specifies the terms under which refunds are granted for our yacht charter services.

Before confirming a booking, please review this policy thoroughly. By reserving a charter with NeutralBridgeWay, you recognize and consent to these terms of refund.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Full reimbursement minus service charges

Processing Time: 5-7 business days

Processing Fee: £50 for credit card payments

Conditions: Must be requested formally via email or telephone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total charter fee

Processing Time: 7-10 business days

Processing Fee: £25 deducted from the refund

Conditions: Valid justification needed; administrative costs apply

Less than 24 Hours Before Charter

No Refund

Eligible for: No refunds provided

Exception: Emergent situations may be taken into account

Alternative: Management may offer a charter credit at their discretion

Conditions: Emergency claims require supporting documentation

Weather-Related Cancellations

Our Weather Guarantee

Ensuring safety is our chief concern. Should weather be deemed hazardous for charter by our accredited captain, we offer the following flexible alternatives:

  • Full Refund: If it is not feasible to reschedule, a full refund is offered
  • Reschedule: Modify your charter date to the nearest available slot at no extra charge
  • Charter Credit: An issued credit valid for one year from the original charter date

Weather Assessment Process

Our approach to weather evaluation includes:

  • Analyzing wind patterns and intensity
  • Evaluating wave magnitude and marine conditions
  • Examining visibility and precipitation projections
  • Heeding Coast Guard advisories and notifications
  • The safety assessment by a professional captain

Decision Timeline: Decisions on weather cancellations are made no later than 4 hours before the planned departure.

Medical Emergency Refunds

Emergency Circumstances

Medical emergencies can take place unexpectedly. Below are scenarios that may be eligible for special consideration:

  • Unforeseen illness or injury necessitating hospital admission
  • Immediate family member's demise
  • Urgent military summoning or redeployment
  • Legal subpoena or jury duty obligations
  • Catastrophic events impacting travel

Documentation Requirements

To proceed with emergency refund requests, we require:

  • A medical statement or hospital records
  • A death notification, if pertinent
  • Formal military directions
  • Legal summons or notification of jury duty
  • Travel warnings or declarations of emergency

Processing: Emergency refund claims are handled within a span of 3-5 business days after receipt of the necessary paperwork.

Operational Cancellations

Mechanical Issues

In the event of mechanical malfunctions in the assigned vessel that cannot be rectified:

  • Alternate Vessel: We shall endeavor to provide an equivalent substitute
  • Full Refund: If no appropriate alternative is available, a full refund is issued
  • Partial Refund: If the substitute vessel is differently priced, a partial refund is considered
  • Compensation: Added compensation may be extended for the trouble

Crew Unavailability

Though infrequent, should a certified crew member be unavailable:

  • An alternate crew is arranged if possible
  • A complete refund if the charter cannot proceed
  • Opportunity to reschedule without additional fees

Refund Processing

Payment Method

Refunds are credited back to the original payment mode used at the time of booking:

  • Credit Cards: Approximately 5-7 business days
  • Bank Transfers: Roughly 7-10 business days
  • Cash/Cheque: Around 3-5 business days

Processing Fees

Credit Card Processing

£50 charge for cancellations with over 72 hours notice

Bank Transfer Processing

£25 charge for all bank transfer refunds

International Processing

Extra fees may be incurred for international transactions

Charter Credits

When Credits Are Offered

In certain cases, charter credits may be provided as an alternative to refunds:

  • Last-minute cancellations (under 24 hours prior)
  • Alterations due to weather conditions
  • Voluntary changes in booking
  • Operational complications

Credit Terms

  • Validity: Effective for one year from the issuance
  • Transferability: Non-exchangeable with others
  • Value: Reflects the full charter fee (excluding transaction fees)
  • Usage: Applicable towards any available charter service
  • Expiration: No prolongation past the 12-month limit

Partial Service Refunds

Service Interruptions

Should there be an interruption or reduction in charter time due to our oversight:

  • A pro-rata refund based on the unutilized duration
  • Credit towards a future equivalent charter
  • Complementary offers or enhancements

Guest-Related Interruptions

If a charter concludes prematurely due to guest misbehavior or safety infractions:

  • Non-refundable for the remaining time
  • Full payment remains obligatory
  • Incurrence of additional costs is possible

Dispute Resolution

Should there be any disagreements concerning refund decisions, the following channels are available:

  • Seek an examination by our administrative team
  • Supply extra proof or details
  • Utilize consumer protection entities for resolution
  • Investigate legal recourse as permitted by the law

How to Request a Refund

Step 1: Contact Us

Convey your refund application through:

Step 2: Provide Information

Furnish your application with the subsequent details:

  • Verification of reservation
  • Scheduled date and hour of the charter
  • Cancellation rationale
  • Necessary documents (when appropriate)
  • Desired method for refund

Step 3: Review and Processing

Our representatives will confirm receipt of your plea within a day, consider it in line with these policies, respond within two days, and proceed with endorsed refunds as per the given timelines.

Important Notes

  • All compensation petitions must be recorded in writing
  • Reimbursements are made in £ irrespective of the original currency used
  • We highly suggest acquiring travel insurance
  • Notice is provided 30 days in advance for any policy amendments
  • Refunds will adhere to pertinent taxes and regulations

Contact Information

For inquiries regarding refunds or to submit a claim:

Refunds Department
NeutralBridgeWay Marine Services Ltd.
Marina Point
Southampton SO14 3TG
United Kingdom

Phone: +44 23 8000 0000
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: July 17, 2025

We take pride in our fair and clear refund policy. For a better planning experience, we encourage you to acquaint yourself with these terms before booking and reach out to us with any queries.