Refund Policy

Transparent refund terms for your comfort

Overview

CivicCommonsFoyer comprehends that plans may change, and is committed to establishing clear refund policies. This document provides the criteria for issuing refunds for our yacht charter services.

It is important that you review this refund policy thoroughly prior to reserving a yacht charter. When you make a reservation with CivicCommonsFoyer, you accept and consent to these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Complete refund excluding processing fees

Processing Time: 5-7 business days

Processing Fee: €50 for credit card transactions

Conditions: Must be formally requested via written communication such as email or telephone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total charter price

Processing Time: 7-10 business days

Processing Fee: €25 deducted from the refund amount

Conditions: A valid rationale is needed; administrative expenses will be considered

Less than 24 Hours Before Charter

No Refund

Eligible for: No opportunity for a refund

Exception: Emergent situations might be taken into account

Alternative: A charter credit may be proposed at the discretion of the management

Conditions: Proof required for claims of emergencies

Weather-Related Cancellations

Our Weather Guarantee

Topmost safety is our priority. In case our certified captain determines that the weather conditions are not suitable for the charter's operations, we provide adaptability:

  • Full Refund: A total refund if it is not feasible to reschedule
  • Reschedule: Shift your charter to a future available slot without extra costs
  • Charter Credit: Issue a credit valid for one year from the initial charter date

Weather Assessment Process

Our method for weather evaluation comprises:

  • Assessment of wind speed and direction
  • Evaluation of sea wave heights and conditions
  • Forecasting of visibility and rain
  • Marine advisories and alerts from the Coast Guard
  • Determination from the captain regarding safety

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

Medical Emergency Refunds

Emergency Circumstances

Awareness that medical urgencies occur, special considerations may be applied for scenarios such as:

  • Sudden sickness or impairments necessitating hospital care
  • A passing within the immediate family
  • Unanticipated military orders or recalls
  • Summons for jury service or legal subpoenas
  • Natural calamities impacting transportation

Documentation Requirements

Appropriate receipts are required to process requests for emergency refunds, including:

  • Official certification from a doctor or medical institution records
  • Confirmation of death (when relevant)
  • Copies of military directives
  • Notifications from the court or proof of jury duty
  • Advisories on travel or declarations of emergency

Processing: Requests for emergency refunds are handled within 3-5 working days after adequate documentation is presented.

Operational Cancellations

Mechanical Issues

In the event that the allocated yacht has mechanical faults that cannot be resolved:

  • Alternative Vessel: We will seek to allocate a similar alternative yacht
  • Full Refund: Should no similar option be accessible
  • Partial Refund: If the substitute yacht is differently priced
  • Compensation: Additional reparation might be offered for the inconvenience

Crew Unavailability

On the rare occasion where a certified crewmember is not available:

  • A replacement crew will be arranged when feasible
  • A total refund will be provided if the charter is unable to proceed
  • An offer to reschedule at no extra cost

Refund Processing

Payment Method

Refunds will be returned via the initial payment method:

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

Processing Fees

Credit Card Processing

€50 fee applies to cancellations over 72 hours before

Bank Transfer Processing

€25 fee applies to all bank transfer refund procedures

International Processing

Additional fees may apply for transactions crossing national boundaries

Charter Credits

When Credits Are Offered

Charter credits might be given as an alternative to a reimbursement in certain cases:

  • Late call-offs (less than 24 hours prior)
  • Cancellations due to weather conditions
  • Voluntary changes to booking schedules
  • Operational interruptions or complications

Credit Terms

  • Validity: One year from the issuance date
  • Transferability: Credits cannot be transferred to other persons
  • Value: Equal to the full value of the charter without deductions for processing
  • Usage: Applicable towards any future charters available
  • Expiration: Extensions beyond one year are not granted

Partial Service Refunds

Service Interruptions

If your yacht experience is cut short or interrupted due to our operational issues:

  • A refund proportionate to the unused portion
  • Credit towards a future charter of equivalent value
  • Complimentary amenities or upgrades may be provided

Guest-Related Interruptions

If the yacht charter is concluded early due to behavior or security infractions by a guest:

  • No remuneration for the remaining time
  • Full charges are still due
  • Possible additional expenses

Dispute Resolution

Should you find yourself questioning a refund determination, you have the option to:

  • Ask for our management team to reassess the decision
  • Present further paperwork or substantiation
  • Search for a solution through consumer protection bodies
  • Engage in legal processes as allowed by governing laws

How to Request a Refund

Step 1: Contact Us

To initiate a refund, reach out through one of these channels:

Step 2: Provide Information

Ensure to include the details below in your application:

  • Confirmation code for the booking
  • Scheduled date and time for the charter
  • Reasons for the cancellation
  • Any corresponding documents (if relevant)
  • Preferred way to receive the refund

Step 3: Review and Processing

Our customer service will acknowledge the application within one day, assess it according to this refund policy, respond with a verdict within two days, and execute any affirmed reimbursements within the timeframes mentioned above.

Important Notes

  • All submissions for refunds should be in written form
  • Refunds get processed in €, disregarding the currency used initially
  • We strongly suggest acquiring travel insurance
  • Policy alterations may be enacted with notice of thirty days
  • Refunds are governed by applicable taxes and legalities

Contact Information

For inquiries or to proceed with a refund claim, contact:

Refunds Department
CivicCommonsFoyer Marine Services Ltd.
Marina Point
Cascais 2750-800
Portugal

Phone: +351 21 000 0000
Email: [email protected]
Operating Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: April 3, 2025

This refund policy is established with fairness and transparency at its core. We recommend you familiarize yourself with the terms outlined herein before completing your booking and reach out with any inquiries.