Refund Policy

Transparent and straightforward refund terms for your assurance

Introduction

At PublicServiceGrove, we realize that plans may change, and our goal is to offer clear and equitable refund practices. This refund policy provides the stipulations for issuing refunds for our yacht charter services.

It is important to review the refund policy thoroughly before finalizing a reservation. By confirming a charter with PublicServiceGrove, you are expressing consent to this refund policy.

Cancellation and Refund Chart

More than 72 Hours Prior to Charter

100% Refund

Qualified for: Total refund minus transaction costs

Processing Duration: 5-7 working days

Transaction Charge: €50 for card payments

Prerequisites: Must be requested via email or telephone in a documented manner

24-72 Hours Before Charter

50% Refund

Qualified for: Half the entire charter cost

Processing Duration: 7-10 working days

Transaction Charge: €25 subtracted from the refund

Prerequisites: Legitimate reason needed; includes administrative expenses

Less than 24 Hours Prior to Charter

No Refund

Qualified for: No reimbursement possible

Exception: Exceptions for urgent circumstances considered

Option: Credit for future charters may be offered based on managerial discretion

Prerequisites: Supporting documents needed for emergencies

Cancellations Due to Weather

Our Commitment to Safety

We prioritize safety foremost. If charter activities are unsafe due to weather as assessed by our certified captain, we provide flexible alternatives:

  • Full Refund: Offered when rescheduling isn't an option
  • Change of Date: Transfer your charter to a later available slot with no extra fees
  • Charter Credit: A credit note valid for a year from the original charter date

Procedure for Evaluating Weather

We consider the following in our weather evaluations:

  • Checking wind conditions
  • Sea state assessment
  • Forecast for visibility and precipitation levels
  • Maritime warnings and alerts
  • Captain's professional judgment on safety

Time of Decision: Cancellation decisions due to weather are made at the latest 4 hours before the start time of the voyage.

Medical Emergency Reimbursements

Cases of Emergency

We recognize the possibility of unexpected medical situations. The conditions below may be eligible for special consideration:

  • Sudden medical conditions or injury that necessitates hospitalization
  • Passing of a close family member
  • Urgent military summons
  • Legal obligations such as jury duty
  • Destination-specific disasters impacting travel

Requirements for Documentation

For considerations regarding emergency refunds, we may require:

  • Official medical confirmation or hospital records
  • Document confirming death in the family (if relevant)
  • Military orders
  • Legal summons
  • Official travel restrictions or states of emergency

Processing: Refunds for emergencies are handled in 3-5 business days upon presentation of relevant documentation.

Cancellations due to Operational Issues

Technical Difficulties

In cases where assigned boats have mechanical failure:

  • Substitute Vessel: We will endeavor to supply a similar replacement
  • Full Refund: Granted if no adequate replacement can be arranged
  • Adjusted Refund: If the alternate vessel differs in price
  • Compensatory Measures: Additional considerations may be offered for the inconvenience

Lack of Crew Availability

If there's an unavailability of certified crew:

  • We will try to appoint an alternative crew when feasible
  • Full refund provided if we can't proceed with charter
  • Options to reschedule without extra charges

Procedures for Refund

Method of Reimbursement

Refunds are issued back to the initial method of payment used during booking:

  • Credit Card: Refunded within 5-7 working days
  • Bank Transfer: Refunded within 7-10 working days
  • Cash/Cheque: Refunded within 3-5 working days

Transaction Charges

Card Processing Costs

€50 fee for terminations more than three days ahead

Bank Processing Charges

€25 fee for all bank transfer reimbursements

International Transaction Procedures

Additional costs might apply for transactions abroad

Charter Vouchers

Instances for Vouchers

In certain cases, charter vouchers may be presented instead of refunds:

  • Early terminations (within 24 hours)
  • Cancellations related to climate conditions
  • Voluntary requests to change bookings
  • Operational disruptions

Conditions for Vouchers

  • Validity Duration: A year from the date of issue
  • Non-Transferable: Cannot be passed on to others
  • Value: Covers the full price of the charter (void of handling fees)
  • Applicability: May be used for any upcoming charters
  • Expiry: Must be used within a year; no extension

Reduced Service Compensations

Interruptions During Service

Should your charter face interruptions or be cut short due to our oversight:

  • A prorate refund based on the unconsumed duration
  • Voucher for a future charter of similar value
  • Complimentary add-ons or privileges

Disruptions Caused by Guests

Early termination of a charter on account of guest behavior or safety breaches:

  • No reimbursement for the remaining time
  • Complete payment is still enforceable
  • Extra charges might be applicable

Conflict Resolution

In case of disagreement with a refund claim, you may:

  • Ask for an examination by our administrative team
  • Submit further proof or supporting details
  • Look for settlement via customer protection services
  • Consider legal action as per the rights granted by law

Procedure for Refund Appeals

First Step: Reach Out

Commence your reimbursement appeal through:

Second Step: Submission of Specifics

Ensure your application includes:

  • Confirmation code for your booking
  • Scheduled date and time of the charter
  • Justification for retracting
  • Any relevant documents (if applicable)
  • Preferred method for reimbursement

Final Step: Consideration and Fulfilment

We will acknowledge your plea within a day, evaluate it against the policy, communicate our verdict within two days, and implement approved refunds within the specified intervals.

Notable Remarks

  • All reimbursement claims should be formally written
  • Reimbursements are issued in € irrespective of the initial payment currency
  • Purchasing travel insurance is highly advised
  • Changes to this policy may occur given a 30-day heads-up
  • Refunds adhere to relevant tax laws and regulations

Contact Details

For any inquiries concerning refunds or to make a refund request:

Refunds Department
PublicServiceGrove Marine Services Ltd.
Port Vell Marinas
Barcelona 08039
Spain

Telephone: +34 932 21 00 00
Electronic Mail: [email protected]
Operational Hours: Monday–Friday, 9:00 AM – 5:00 PM

Policy Update Date: July 29, 2025

We have crafted this policy to be equitable and explicit. Please ensure you have understood these conditions fully prior to making your booking, and feel free to reach out for any clarifications.