Refund Policy
Transparent and straightforward refund guidelines for your assurance
Overview
We recognize that situations may change at OpenAccessPlaza, and we aim to offer clear and unbiased terms for refunds. The following policy sets forth the terms under which money may be returned for our yacht chartering services.
It is important to familiarize yourself with this policy before booking a charter. By reserving a service with OpenAccessPlaza, you acknowledge and consent to these terms of refund.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Complete refund except for processing charges
Processing Time: 5-7 business days
Processing Fee: £50 for credit card payments
Conditions: Must be requested formally via email or by calling
24-72 Hours Before Charter
Eligible for: Half of the overall charter fee
Processing Time: 7-10 business days
Processing Fee: £25 taken from the refund
Conditions: A valid cause is necessary; administrative expenses apply
Less than 24 Hours Before Charter
Eligible for: No reimbursement possible
Exception: Emergency cases may be taken into consideration
Alternative: Charter credit may be given at the discretion of management
Conditions: Supporting documents required for emergency cases
Weather-Related Cancellations
Our Weather Guarantee
Safety comes first for us. If weather conditions are considered unsafe by our certified captain for charter operation, we make available alternative options:
- Full Refund: A complete refund if it isn't possible to rebook
- Reschedule: Move your booking to an alternate date with no extra fee
- Charter Credit: A credit valid for one year from the original date of the charter
Weather Assessment Procedure
Our procedure for assessing the weather includes:
- Evaluating wind speed and direction
- Assessment of sea condition with wave height
- Visibility and precipitation outlooks
- Coast Guard advisories and notices
- Professional assessment of safety by captain
Decision Timeline: Decisions on cancellations due to weather are made at the latest 4 hours before the scheduled departure.
Medical Emergency Refunds
Emergency Circumstances
We acknowledge that emergencies can unexpectedly occur. Some scenarios that might be considered for special refunds include:
- A sudden medical condition or injury that results in hospitalization
- A death within the immediate family
- Urgent military deployment or call-back
- Jury duty or legal summons
- Natural disasters that affect your travel
Requirement for Documentation
To process requests for refunds due to emergencies, please provide:
- A medical certificate or proof of hospital stay
- Death certificate (where it applies)
- Official military notifications
- Legal notice of jury duty or court summons
- Emergency announcements or travel advisories
Processing: We process emergency refunds within 3-5 business days after receiving the required documentation.
Operational Cancellations
Mechanical Issues
In case the yacht allocated to you experiences mechanical failures that cannot be immediately resolved:
- Alternate Vessel: We will make an effort to provide a similar replacement
- Full Refund: A complete refund if a comparable alternative isn't available
- Partial Refund: A refund relative to price differences if an alternate vessel has differing rates
- Compensation: Extra compensation may be considered due to the inconvenience
Crew Unavailability
In the uncommon instance of an unavailable certified crew:
- A different crew will be arranged when possible
- Full refund if the charter is unable to occur
- Option to reschedule without extra charges
Refund Processing
Method of Payment
Repayments are issued back to the original form of payment:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Expenses
Credit Card Processing
A fee of £50 for cancellations made more than 72 hours ahead of time
Bank Transfer Processing
A processing charge of £25 will be applied to all bank transfer refunds
International Processing
Additional costs could be incurred for international transactions
Charter Credits
Instances Credits are Extended
Credits for future charters may be offered instead of refunds under certain cases:
- Cancellations made at short notice (less than 24 hours before)
- Cancellations due to weather
- Voluntary rescheduling by guests
- Disruptions to operations
Terms for Credits
- Validity: Good for 12 months following the date of issuance
- Transferability: Not transferable to other individuals
- Value: The full value of the charter is maintained (excludes processing costs)
- Use: Applicable towards any open charter slots
- Expiration: No extension past the 12-month period
Refunds for Partial Services
Disruptions in Service
If your yachting experience is interrupted or cut short because of something we could control:
- Refunds prorated based on the services not used
- Charter credits equivalent to the remaining value
- Additional courtesy services or upgrades may be offered
Guest-Related Interruptions
If a charter finishes prematurely due to actions of the guest or violations of safety guidelines:
- No refunds for the portion left unused
- The full charge remains payable
- Futher fees may be applied
Settling Disputes
If you have disputes related to a refund decision, the following steps are open to you:
- Request an evaluation from our management
- Submit further evidence or documentation
- Reach out to consumer protection bodies for aid
- Engage in legal channels as provided by the law
How to Apply for a Refund
Step 1: Reach Out to Us
To initiate a refund, reach out through:
- Email: [email protected]
- Phone: +44 1633 413000
- Direct visit to our waterfront office
Step 2: Submit Your Information
Provide the following information with your request:
- Confirmation number of the booking
- Date and time of the intended charter
- Reason for the cancellation
- Any relevant documentation (if necessary)
- Your preference for how the refund is made
Step 3: Evaluation and Processing Time
Our team will acknowledge your query within a day, assess it alongside this policy, reach a decision within two days, and process any approved refunds within the times specified above.
Important Considerations
- Refund applications must be made in writing
- Refunds are processed in £, notwithstanding the initial payment currency
- We highly suggest obtaining travel insurance
- This policy is subject to change, given a notice period of 30 days
- Refunds are subject to applicable legal taxes and regulations
Contact Details
For inquiries regarding refunds or to submit a request:
Refunds Department
OpenAccessPlaza Marine Services Ltd.
17 Marina Side
Newport NP10 8TW
United Kingdom
Phone: +44 1633 413000
Email: [email protected]
Business hours: Monday–Friday, from 9:00 AM to 5:00 PM