Refund Policy

Transparent and just refund terms for your reassurance

Overview

At NeutralInformationIndex, we recognize that situations may evolve, which is why we commit to offering transparent and equitable refund policies. This document details the conditions that may lead to the issuance of refunds for our yacht charter services.

Before you reserve a charter, please examine this policy thoroughly. Making a reservation with NeutralInformationIndex signifies your acceptance of and agreement to these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Full reimbursement excluding service charges

Processing Time: 5-7 business days

Processing Fee: €50 for card payments

Conditions: Must be submitted in writing through email or telephone

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total cost of the charter

Processing Time: 7-10 business days

Processing Fee: €25 subtracted from the reimbursement amount

Conditions: A plausible explanation is required; admin costs are considered

Less than 24 Hours Before Charter

No Refund

Eligible for: No reimbursement available

Exception: Cases of urgency may be taken into account

Alternative: A credit for chartering may be given, subject to the discretion of management

Conditions: Proof is mandatory for claims of emergencies

Weather-Related Cancellations

Our Commitment to Safety

Our chief priority is safety. Should the weather be unsafe for charter operations as determined by our certified captain, flexible options will be presented:

  • Full Refund: If rescheduling is not feasible, a 100% refund will be offered
  • Reschedule: You may reschedule your charter to another suitable date at no extra charge
  • Charter Credit: A credit valid for one year from the original charter date will be issued

Weather Assessment Process

The process for assessing weather conditions includes:

  • Assessment of wind patterns and speed
  • Evaluation of wave height and oceanic conditions
  • Review of visibility and precipitation projections
  • Referrals to Coast Guard notices and cautions
  • Determination on safety by the captain

Decision Timeline: Judgments related to weather cancellations are finalized no later than 4 hours prior to the planned departure.

Medical Emergency Refunds

Urgent Conditions

Medical emergencies are understandable. The following scenarios may qualify for a special exception:

  • An unexpected illness or injury that necessitates hospitalization
  • Demise of an immediate family member
  • Induction or urgent recall into military service
  • Mandates of jury duty or legal subpoenas
  • Natural disasters impacting transit

Required Proof

For processing requests based on medical emergencies, please provide the following:

  • Certified medical statements or hospital records
  • Certificate of death (if relevant)
  • Documented military commands
  • Notification of legal obligation for jury duty
  • Travel cautions or statements of crisis

Processing: Emergent refund claims are handled within 3-5 business days upon receipt of adequate verification.

Operational Cancellations

Technical Difficulties

If the vessel assigned to you experiences technical problems that remain unresolved:

  • Alternation Vessel: We will endeavor to provide a vessel of equivalent standards
  • Full Refund: If an appropriate replacement is nonexistent
  • Proportional Refund: If the alternative vessel presents dissimilar pricing
  • Compensatory Consideration: Additional compensation may be rendered for any trouble caused

Crew Unavailability

In exceptional instances where accredited crew is not available:

  • A replacement crew will be sourced if attainable
  • The full amount will be returned if the charter can't transpire
  • Rescheduling without additional fees

Refund Processing

Payment Modes

Refunds are credited back to the original mode of payment:

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

Transaction Costs

Card Transaction Handling

A fee of €50 for cancellations requested more than 72 hours before the charter date

Refund via Bank Transfer

A fee of €25 for all refunds via bank transfers

Handle on International Transactions

Additional fees might be applicable for transactions occurring internationally

Charter Credits

Issuance Scenarios

We may present charter credits as an alternate to refunds under certain circumstances:

  • Cancellations done at a late stage (less than 24 hours remain)
  • Abandoning due to inclement weather
  • Voluntary shifting of booking times
  • In case of operational disruptions

Stipulations for Credits

  • Validity: They are valid for a period of 12 months post-issue
  • Non-assignability: They are non-transferable to others
  • Worth: Reflects the complete value of the charter (exempt from service charges)
  • Utilization: They may be applied to any future charters
  • Expiry: There are no extensions past 12 months

Partial Service Refunds

Interruptions During Service

If your charter session is cut short or hindered due to reasons we control:

  • A ratable refund based on the unspent period
  • A credit equating to a future charter of similar value
  • Gratuitous services or upgrades may be offered

Disruptions Caused by Guests

If a charter is concluded early because of the behavior of guests or infringement of safety directives:

  • There will be no returns for the unused portion
  • The entire payment is still owed
  • Further charges might be enforced

Dispute Settlement

If you have objections to a refund judgment, you may:

  • Call for a reassessment by our management team
  • Submit supplementary proof or documents
  • Seek resolution via consumer protection agencies
  • Pursue legal channels as permitted by the law

How to Apply for a Refund

Step 1: Reach Out

For refund applications, please use:

Step 2: Offer Information

Ensure that your refund request includes:

  • Confirmation details of the booking
  • Scheduled date and timing of the charter
  • Grounds for cancellation
  • Related backing documentation (if needed)
  • Chosen method for refund

Step 3: Evaluation and Action

We will confirm receipt of your request within a day, cross-verify it with this policy, notify you of our decision within two days, and carry out approved refunds within the specified processing times.

Important Information

  • All applications for refunds must be submitted in text form
  • Reimbursements are actioned in € regardless of the initial currency used for payment
  • Acquisition of travel insurance is highly recommended
  • This refund policy may be amended with a 30-day preliminary notification
  • Reimbursements are contingent on prevailing taxes and regulations

Contact Details

Should you have queries regarding refunds or wish to initiate a refund request:

Refunds Department
NeutralInformationIndex Marine Services Ltd.
Port Hercules
Monte Carlo 98000
Monaco

Phone: +377 93 30 25 99
Email: [email protected]
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Revised: August 23, 2025

We have designed our refund policy to be just and transparent. We urge you to familiarize yourself with these regulations prior to booking and to get in touch if there are any clarifications needed.