Refund Policy

Transparent and equitable reimbursement terms for your comfort

Overview

At UniversalInfoPortal, we recognize that plans may change, and we are committed to having clear and equitable refund practices. This policy describes the terms under which refunds can be given for our yacht rental services.

It is important to review this policy thoroughly prior to reserving a yacht. By reserving with UniversalInfoPortal, you consent to and accept these conditions for refunds.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: A complete refund excluding any service charges

Processing Time: 5-7 business days

Processing Fee: €50 for transactions made with a credit card

Conditions: Request must be made officially through email or telephone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the overall charter fee

Processing Time: 7-10 business days

Processing Fee: €25 subtracted from the refund total

Conditions: A valid reasoning is necessary; administrative costs will be incurred

Less than 24 Hours Before Charter

No Refund

Eligible for: There are no refunds in this timeframe

Exception: Emergency situations may be taken into consideration

Alternative: A voucher for the charter might be provided, depending on management's judgement

Conditions: Documentation is needed for emergencies

Weather-Related Cancellations

Our Weather Guarantee

Ensuring safety is our main concern. Should a certified captain determine weather conditions to be hazardous for charter activities, we provide several adaptable options:

  • Full Refund: We will return 100% of your payment if it's not feasible to reschedule
  • Reschedule: You can change the date of your charter to an alternative available slot with no additional fees
  • Charter Credit: Opt for a voucher that's valid for one year from the initial charter date

Weather Assessment Process

The evaluation of weather includes:

  • Assessment of wind velocity and direction
  • Examination of wave size and oceanic conditions
  • Predictions of visibility and rainfall
  • Alerts and notices from the Coast Guard
  • The captain's expert appraisal of safety

Decision Timeline: Determinations regarding weather cancellations are made at least 4 hours prior to the planned departure time.

Medical Emergency Refunds

Emergency Circumstances

We recognize that unforeseen medical emergencies can arise. Cases that may be eligible for exceptional consideration include:

  • Abrupt illness or injury mandating hospital care
  • Passing of a family member
  • Urgent military duty or recall
  • Compulsory jury service or legal subpoena
  • Natural calamities impeding travel

Documentation Requirements

For emergency refund claims, we require submission of the following:

  • Hospital accreditation or medical documents
  • Obituary notice, if relevant
  • Government military directives
  • Court mandate or notice of jury duty
  • Emergency statements or official travel advisories

Processing: We process refunds due to emergencies within 3 to 5 working days after we receive the necessary documents.

Cancellation Due to Operations

Technical Malfunctions

In the event of unresolved technical issues with the assigned ship:

  • Substitute Ship: We'll try to arrange a similar replacement
  • Total Refund: Issued if no appropriate replacement is found
  • Prorated Refund: Given if the substitute ship comes at a different rate
  • Extra Compensation: We may provide extra compensation for the trouble caused

Lack of Crew

On the rare occasion that an authorized crew is not available:

  • We'll endeavor to find a substitute crew
  • A full refund is provided if the charter cannot occur
  • Options to reschedule at no extra charge

Return of Funds Process

Method of Reimbursement

We'll process your refund using the same method you used to pay:

  • Credit Cards: Expect 5-7 business days
  • Direct Bank Refunds: 7-10 business days
  • Cash/Cheque: 3-5 business days

Fees for Processing

Credit Card Refunds

€50 fee for cancellations made more than 72 hours in advance

Bank Transfer Reimbursements

€25 fee applies to all refunds via bank transfer

Refunds for International Transactions

Extra costs may be incurred for refunds across countries

Credits for Charter

Occasions for Credit Issues

Under certain conditions, instead of refunds, we may issue credits for charters:

  • If the cancellation is made less than 24 hours before
  • In the event of charter cancelations due to weather
  • When there's a request to reschedule voluntarily
  • For disruptions in operations

Terms for Credits

  • Validity: Credits are valid for 12 months after being issued
  • Non-Transferability: They cannot be transferred to another person
  • Value: Equates to the entire value of the charter without any processing fees
  • Application: Can be applied to any available charter service
  • Non-Extendable: They cannot be extended past the 12-month period

Partial Compensation for Service Issues

Interruptions to Service

In the event that your rental is disrupted or cut short due to reasons we are accountable for:

  • A refund proportional to the unutilized duration
  • A voucher for a subsequent rental of the same cost
  • Additional complimentary offerings or enhancements

Disruptions Caused by Guests

Should the rental be concluded prematurely due to the actions of a guest or violations of safety protocols:

  • Reimbursement for the undeployed period will not be provided
  • The complete sum remains payable
  • Potential extra charges might be incurred

Approach for Resolving Disputes

In the scenario where you find a reimbursement decision unsatisfactory, you may:

  • Appeal for an examination by our administrative team
  • Submit supplementary proof or documentation
  • Engage with consumer protection authorities for a solution
  • Explore judicial avenues as per the prevailing laws

Procedure to Submit a Reimbursement Claim

Stage 1: Get in Touch

To initiate your refund claim, reach out through:

Stage 2: Detail Your Claim

Encase the following details within your correspondence:

  • Verification number of the reservation
  • Date and time of the booked service
  • The basis for the rental cessation
  • Related supporting documents (when available)
  • Chosen method for reimbursement

Stage 3: Evaluation and Processing

Our team will send an acknowledgement of your submission within a day's time, appraise it in accordance with our policy, make a ruling within two days, and undertake the authorized reimbursement procedures within the specified durations.

Important Information

  • All applications for reimbursement should be made in written form
  • The reimbursement will be executed in € no matter the original payment currency
  • We highly advise obtaining travel insurance
  • This policy is amendable, subject to a month's notification
  • Authorized tax and regulations may influence refunds

Contact Details

For enquiries pertaining to reimbursement or to advance a claim:

Reimbursement Department
UniversalInfoPortal Marine Services Ltd.
Port Pierre Canto
Cannes 06400
France

Phone: +33 4 93 43 74 45
Email: [email protected]
Business hours: Monday through Friday, from 9:00 AM until 5:00 PM

Document Last Modified: July 17, 2025

We aim for this refund guideline to be just and clear. We invite you to scrutinize these conditions cautiously prior to booking and to make contact for any inquiries.