Refund Policy

Transparent and equitable refund terms for your assurance

Introduction

At MutualAccessSpace, we recognize that plans can change, so we have established clear and straightforward refund practices. This policy provides the guidelines for how refunds are given for our yacht charter services.

It is important to review this policy in full before booking a yacht charter. When you confirm a charter with MutualAccessSpace, you are also confirming the acceptance of these terms for refunds.

Regular Cancellation and Refund Procedure

More than 72 Hours Prior to Charter

100% Refund

Qualified for: Complete refund, subtracting service charges

Processing Duration: 5-7 business days

Service Charge: €50 for card transactions

Prerequisites: Request must be made in written form via email or a phone call

24-72 Hours Before Charter

50% Refund

Qualified for: Half of the total charter expense

Processing Duration: 7-10 business days

Service Charge: €25 subtracted from the refund

Prerequisites: Legitimate reason necessary; administrative costs incurred

Less than 24 Hours Prior to Charter

No Refund

Qualified for: Refund not available

Exception: Consideration given to emergency scenarios

Alternative: Credit for future charters may be offered at the discretion of the company

Prerequisites: Evidence required for emergency cases

Cancellations Due to Weather

Weather Safety Promise

Our highest concern is safety. If the weather is deemed unsafe for sailing by our professional captain, we offer the following flexible alternatives:

  • Complete Refund: Full reimbursement if rescheduling is not feasible
  • New Date: We allow you to select another available date for the charter at no extra charge
  • Charter Credit: Credit valid for one year from the original charter date

Procedure for Assessing Weather

We use the following parameters for weather evaluations:

  • An analysis of the wind speed and direction
  • The condition of waves and sea state
  • Visibility and forecasted precipitation
  • Advisories and warnings from the Coast Guard
  • Safety determinations by a qualified captain

Timeline for Decisions: Cancellations due to weather are determined at least 4 hours before the planned departure time.

Refunds for Medical Emergencies

Urgent Situations

We are sympathetic to unexpected medical emergencies. These instances might qualify for special exceptions:

  • Sudden medical condition or injury that leads to hospitalization
  • Loss within the immediate family
  • Military deployment or urgent order
  • Legal obligations like jury duty
  • Disasters impacting travel plans

Required Documentation

To proceed with emergency refund requests, we need the following documents:

  • Official medical records or hospital evidence
  • Obituary or death notice (if related)
  • Verified military deployment papers
  • Legal summons or notices
  • Travel alerts or declarations of emergency

Processing: Emergency refund petitions are addressed within a span of 3-5 business days after submission of the appropriate documents.

Cancellations for Operational Reasons

Technical Difficulties

If the designated vessel undergoes mechanical issues that can't be quickly remedied:

  • Different Vessel: An attempt will be made to allocate a similar vessel
  • Full Refund: If no comparable vessel is available
  • Partial Refund: If the substitute vessel has a different price
  • Reparation: Additional compensation may be considered in case of inconvenience

Unavailability of Crew

In the uncommon event that certified crew is not available:

  • We will aim to provide a substitute crew if possible
  • Whole refund if the voyage cannot proceed
  • Offer to reschedule without extra fees

Method for Refund Processing

Mode of Payment

Refunds are sent to the initial payment method used for the booking:

  • Charge Cards: 5-7 business days
  • Wire Transfers: 7-10 business days
  • Cash/Cheque: 3-5 business days

Processing Charges

Credit Card Transactions

€50 charge for cancellations more than 72 hours before

Wire Transaction Charges

€25 fee for all wire transaction refunds

International Procedures

Additional charges might apply for transactions across borders

Granting of Charter Credits

Occasions for Credit Issuance

In particular scenarios, credits for future charters may be given as an option to refunds:

  • Cancellations with short notice (under 24 hours)
  • Weather-induced cancellations
  • Voluntary requests to postpone
  • Interruptions in operation

Stipulations for Credits

  • Validity: 12 months from the date of issuance
  • Non-transferable: Credits cannot be exchanged with other individuals
  • Amount: Equal to the full value of the initial charter (exempt from service fees)
  • Utilization: Applicable for any available future charter
  • Expiry: Credits will expire after 12 months without possibility for extension

Returns for Interrupted Services

Interruptions During the Service

If your chartered experience is disrupted or cut short due to reasons that we can control:

  • Refund prorated according to the unused duration
  • Credit equivalent to a future charter of the same value
  • Complimentary amenities or service upgrades

Disturbances Caused by Guests

If a charter concludes early because of the behaviors of the guests or disregard for safety rules:

  • No reimbursement for the remaining time
  • Payment in full is still required
  • Supplementary fees could be charged

Handling Disagreements Over Refunds

If there is a disagreement concerning a refund decision, the following can be done:

  • Ask for further review by our executive team
  • Supply more substantiation or proof
  • Approach consumer advocacy organizations
  • Make use of legal avenues within the boundaries of pertinent laws

Guidelines for Requesting a Refund

First Step: Make Contact

Submit your claim for refund through:

Step Two: Offer Details

Ensure your application includes:

  • Confirmation number from your booking
  • Date and time scheduled for the charter
  • Explanation for calling off
  • Required documentation (if needed)
  • Your chosen method of refund

Step Three: Assessment and Actions

We will acknowledge your request within a 24-hour period, match it against this policy, arrive at a decision in 48 hours, and undertake approved refunds in the timeframes outlined.

Significant Points

  • Written submissions are mandatory for all refund requests
  • Refunds are processed in €, irrespective of the original payment's currency
  • We strongly advocate obtaining travel insurance
  • Changes to this policy can be made with a notice period of 30 days
  • Refunds are influenced by applicable tax laws and regulations

Contact Details

For inquiries or to proceed with a refund claim:

Refund Division
MutualAccessSpace Marine Services Ltd.
Yacht Haven Grande
Monte Carlo 98000
Monaco

Phone: +377 93 10 40 00
Email: [email protected]
Operating Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Revision: August 23, 2025

Our refund policy is designed to be transparent and equitable. We urge you to examine these conditions attentively before confirming your booking and to reach out with any queries.