Refund Policy

Transparent and equitable refund guidelines for your assurance

Overview

At UrbanForestGarden, we recognize that plans may change, and we are committed to providing clear and honest refund policies. This policy details the specific scenarios in which refunds for yacht charter services are granted.

Please review this policy cautiously prior to booking. By reserving a charter with UrbanForestGarden, you confirm your consent to abide by these refund conditions.

Standard Cancellation and Refund Schedule

More than 72 Hours Before Charter

100% Refund

Eligible for: Full refund excluding processing charges

Processing Time: 5-7 business days

Processing Fee: €50 for credit card transactions

Conditions: Must be made in written form via email or telephone communication

24-72 Hours Before Charter

50% Refund

Eligible for: Half of the total charter fee

Processing Time: 7-10 business days

Processing Fee: €25 deducted from the refund amount

Conditions: Acceptable reason required; subject to administrative costs

Less than 24 Hours Before Charter

No Refund

Eligible for: No refunds offered

Exception: Consideration given to urgent circumstances

Alternative: Offer of charter credit at discretion of the management team

Conditions: Supporting documentation required for emergency cases

Weather-Related Cancellations

Our Weather Guarantee

Your safety is our foremost concern. Should the weather conditions be determined unsafe for charter by our professional captain, we present several alternatives:

  • Full Refund: Issued if schedule adjustments are impossible
  • Reschedule: Change your booking to a new available date with no extra fee
  • Charter Credit: Receive a credit with a one-year validity from the initial charter day

Weather Evaluation Procedure

Our meteorological evaluation encompasses:

  • Analysis of wind conditions including speed and direction
  • Evaluation of sea conditions including wave heights
  • Visibility and forecasted precipitation
  • Official notices and warnings from the Coast Guard
  • Comprehensive safety assessment by the captain

Decision Timing: Determinations regarding weather cancellations are made no later than 4 hours prior to the scheduled departure time.

Medical Emergency Refunds

Emergency Situations

We recognize that emergencies can happen. Special consideration could be extended for situations such as:

  • Unforeseen illness or injury needing hospital admission
  • Passing of a direct family member
  • Unanticipated military duty or call back
  • Summoned for jury duty or in response to a subpoena
  • Disasters impacting travel plans

Documentation Standards

Documentation is required to process emergency refund requests:

  • Proof of hospital stay or medical note
  • Death certificate, if pertinent
  • Confirmation of military deployment or recall
  • Official jury notice or court order
  • Travel cautions or emergency declarations

Processing: Emergency refund requests are processed between 3-5 business days after documentation is presented.

Operational Cancellations

Vessel Malfunctions

In the event of technical issues with the assigned boat that remain unresolved:

  • Alternative Vessel: We aim to supply a similar replacement
  • Full Refund: Provided if a suitable substitute is unavailable
  • Partial Refund: Granted if the replacement vessel is priced differently
  • Compensation: Extra compensation may be offered for any inconvenience caused

Unavailable Crew

In the infrequent instance that a certified crew is not available:

  • Efforts will be made to arrange a substitute crew
  • Full refund if the charter cannot be executed
  • Rescheduling at no extra charge

Refund Processing

Method of Payment

Returned funds are processed back to the original payment medium used during booking:

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

Fees for Processing

Credit Card Transactions

€50 charge for cancellations requested beyond the 72-hour mark

Bank Wire Processing

€25 charge applied to all reimbursements via bank transfer

International Transactions

Additional charges may apply for international financial transactions

Charter Credits

Credit Issuance Instances

Credits for charters might be offered as an alternate to reimbursements under certain conditions:

  • Late cancellation with less than a day's notice
  • Cancellation on account of weather
  • Requests for voluntary rescheduling
  • Service interruptions linked to operations

Credit Conditions

  • Valid For: A year from date of issuance
  • Transferability: Not transmittable to third parties
  • Monetary Value: Corresponds to the full price of charter without deductions
  • Applicability: Can offset costs of any future charter offering
  • Expiry: No prolongations beyond one year duration

Refunds for Partial Services

Service Disruptions

Should your charter encounter interruptions or early terminations due to reasons within our control:

  • Refund apportioned based on the part of service unused
  • Credit equivalent to future charter service of the same value
  • Gratuitous amenities or enhancements

Guest-Related Disruptions

If a charter must be concluded prematurely due to the behavior of guests or infringement of safety policies:

  • No reimbursement for the portion not used
  • Complete payment is still due
  • Extra fines might be levied

Settlement of Disputes

In the event of a disagreement relating to the refund verdict, you may:

  • Petition for a reconsideration by the administrative team
  • Offer additional proofs or papers
  • Request assistance from consumer advocacy groups
  • Explore judicial solutions in accordance with prevailing laws

Procedure to Apply for a Refund

Step 1: Reach Out

To initiate your request for a refund, please submit through:

Step 2: Provide Necessary Details

Ensure your refund request includes:

  • Booking verification code
  • Scheduled charter day and time
  • Cancellation rationale
  • Supporting documents (where applicable)
  • Desired method for refund

Step 3: Confirmation and Processing

After submitting, our team will acknowledge receipt within a day, assess your request in light of this policy, and render a verdict within 2 days, followed by the execution of any approved refunds in the specified periods.

Essential Notes

  • All refund claims must be expressed in written form
  • Refunds are handled in € irrespective of the currency used to pay initially
  • Purchasing travel insurance is highly recommended
  • This policy is subject to modifications, given a 30-day notification period
  • Refunds adhere to relevant tax laws and regulations

Contact Information

For inquiries or to proceed with a refund claim:

Refunds Department
UrbanForestGarden Marine Services Ltd.
Marina Point
Palma de Mallorca 07015
Spain

Phone: +34 971 40 25 11
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM

Last Updated: August 24, 2025

We aim to be honest and straightforward with our refund policy. We advise you to familiarize yourself with these conditions prior to making a reservation and reach out to us with any queries.