Refund Policy

Transparent and comprehensible refund terms for your contentment

Overview

We at OpenServiceClearing recognize that plans can change, and it's with this understanding that we've devised refund policies that are both equitable and plain for clarity. The conditions under which refunds are granted for our yacht charter services are detailed within this policy.

Please review this policy meticulously prior to reserving a service. By confirming a booking with OpenServiceClearing, you are consenting to the stipulated refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Permit for: Full reimbursement except for handling costs

Refund Duration: 5-7 business days

Service Charge: €50 for payments made by card

Prerequisites: Request must be made in writing through email or a phone call

24-72 Hours Before Charter

50% Refund

Qualification for: 50% refund of the total charter cost

Refund Duration: 7-10 business days

Service Charge: €25 deducted from the refunded amount

Stipulations: Cancellation must be substantiated; administrative costs incurred

Less than 24 Hours Before Charter

No Refund

Qualification for: Refund not applicable

Exception: Consideration may be given in cases of emergency

Alternative Option: A credit for future charter may be provided at the discretion of management

Stipulations: Proof of emergency required for claims

Weather-Related Cancellations

Our Weather Promise

Safety stands at the forefront of our priorities. Should the weather be deemed hazardous for sailing by our qualified captain, we present several options:

  • Complete Refund: A full refund if rescheduling is not feasible
  • Reschedule: Transfer your booking to an alternate date without additional costs
  • Credit for Charter: Issuance of a voucher that is valid for one year from the initial booking date

Assessment of Weather Conditions

Our evaluation of weather includes:

  • Evaluating wind speed and direction
  • Assessment of sea conditions and wave height
  • Projections of visibility and precipitation
  • Consultation of Coast Guard advisories and warnings
  • Conducting a safety evaluation by a professional captain

Decision-Making Timeframe: Decisions about weather-related cancellations are made at least 4 hours before the scheduled departure time.

Medical Emergency Refunds

Circumstances of Urgency

Recognizing that medical emergencies may arise, we may offer special consideration for:

  • Sudden hospital-requiring illness or injury
  • Passing of an immediate family member
  • Emergency military deployment or recall
  • Being summoned for jury duty or court appearances
  • Natural disasters impacting travel arrangements

Requirements for Documentation

To process requests for refunds in emergencies, we require the following documentation:

  • Hospital documents or medical certifications
  • Death certificate, where relevant
  • Official military directives
  • Jury summons or court notifications
  • Emergency proclamations or travel alerts

Processing: Refunds due to emergencies are handled within 3-5 business days following receipt of the appropriate documentation.

Operational Cancellations

Technical Difficulties

If the vessel assigned to you encounters unrecoverable technical issues:

  • Substitute Vessel: We will make an effort to provide a similar replacement
  • Complete Refund: If no appropriate alternative vessel can be found
  • Refund Proportionally: If the assigned alternative has varying pricing
  • Compensation: Additional consideration for inconvenience might be provided

Inability to Staff

In the infrequent event that certified crew is not available:

  • Replacement crew will be arranged where possible
  • Full refund in cases where charter cannot continue
  • Option to reschedule without extra charges

Refund Processing

Form of Repayment

Refunds will be issued through the payment method initially used for the reservation:

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

Cancellation Fees

Credit Card Cancellations

A €50 fee is applied to cancellations occurring more than 72 hours before the event

Bank Transfer Cancellations

A fixed fee of €25 applies to all bank transfer refunds

International Transactions

Transactions across borders may be subject to additional charges depending on the region

Charter Credits

Issuance of Credits

In certain situations, instead of refunds, we may choose to offer credits for charters:

  • Cancellations made less than 24 hours in advance
  • Cancellations due to weather conditions
  • Voluntary changes made by the client
  • Disruptions within the operation

Conditions of Credits

  • Validity Period: 12 months from the date of issuance
  • Transferability: Not transferable to others
  • Value: Equal to the full value of the initial charter, devoid of handling fees
  • Application: Usable towards any future available charters
  • Expiration: Credits expire after 12 months without a possibility of extension

Partial Service Refunds

Interruptions in Service

If your sailing experience is disrupted or cut short for reasons within our purview:

  • A refund based on the unused portion of the charter
  • A credit matching the remaining value for a future charter
  • Add-on services or upgrades offered free of charge

Early Terminations Related to Guests

If a charter must end sooner than scheduled due to guest behavior or safety infractions:

  • Unconsumed time will not be refunded
  • The full payment is still expected
  • Extra costs may be imposed

Resolving Refund Discrepancies

In the event of a dispute regarding a refund, you may:

  • Seek a review from our management department
  • Submit further evidence or documentation
  • Refer to consumer protection entities for assistance
  • Explore legal options according to the governing law

Initiating a Refund Request

Step 1: Reach Out

You can put forth your refund request through:

Step 2: Required Information

Please ensure the inclusion of the following details within your request:

  • Confirmation number of the booking
  • Date and timing of the charter
  • The reason behind the cancellation
  • Relevant supporting documents (if applicable)
  • Chosen method for receiving the refund

Step 3: Evaluation and Execution

Our customer service will confirm receipt of your request within 24 hours, assess it in light of this policy, render a decision in 48 hours, and undertake the approved refunds within the timelines specified.

Key Points

  • All refund claims need to be presented in a written format
  • Refunds are executed in € no matter what currency was used initially
  • Procurement of travel insurance is highly advised
  • Policy changes can occur with a forewarning of 30 days
  • Refunds are subject to applicable taxes and regulations

Getting in Touch

For queries related to the refund process or to proceed with a refund claim:

Department of Refunds
OpenServiceClearing Marine Services Ltd.
Porto Montenegro
Tivat 85320
Montenegro

Phone: +382 32 661 059
Email: [email protected]
Operating Hours: Monday–Friday, 9:00 AM – 5:00 PM

Revision Date: July 17, 2025

The intention of this refund policy is to maintain fairness and lucidity. We implore you to read these conditions attentively prior to booking and to reach out with any inquiries.