Refund Policy
Transparent and straightforward refund terms for your assurance
Overview
At MiddleGroundPortal, we're aware that plans can unexpectedly change, and we're committed to establishing equitable and transparent guidelines for refunds. Detailed here are the specific criteria under which refunds for yacht rental services are authorized.
We ask you to review these guidelines carefully before reserving your charter. In contracting a charter with MiddleGroundPortal, you consent to and accept these stated refund conditions.
Standard Cancellation and Refund Schedule
More than 72 Hours Before Charter
Eligible for: Full refund except for handling charges
Processing Time: 5-7 business days
Processing Fee: €50 for credit card transactions
Conditions: Cancellation must be requested through written correspondence via email or telephone
24-72 Hours Before Charter
Eligible for: Half of the total charter cost
Processing Time: 7-10 business days
Processing Fee: €25 subtracted from the refund amount
Conditions: Valid justification is necessary; administrative expenses will be applied
Less than 24 Hours Before Charter
Eligible for: Refunds are not available
Exception: Cases of emergency may be taken into consideration
Alternative: At the discretion of management, a charter credit might be offered
Conditions: Written evidence is required for emergency claims
Weather-Related Cancellations
Our Weather Guarantee
Your safety always comes first. Should weather conditions be declared hazardous for chartering by our certified captain, we offer flexible alternatives:
- Full Refund: Full refund provided when rescheduling isn't feasible
- Reschedule: Transfer your charter to another available slot with no added cost
- Charter Credit: A credit usable for 12 months from the original charter date
Weather Assessment Process
Our assessment of weather includes:
- Analysis of wind speed and direction
- Evaluation of wave height and oceanic conditions
- Forecasts for visibility and rainfall
- Coast Guard advisories and alerts
- Safety valuation from a professional captain
Decision Timeline: Decisions regarding weather cancellations are finalized no later than 4 hours before the planned departure.
Medical Emergency Refunds
Emergency Circumstances
Medical emergencies can happen unexpectedly. The following instances may qualify for exceptional consideration:
- Sudden illness or injury resulting in hospital admission
- Passing of an immediate family member
- Immediate military dispatch or urgent recall
- Jury service or a legal subpoena
- Natural disasters impacting your ability to travel
Documentation Requirements
To process requests for emergencies, please furnish:
- A medical statement or hospital records
- Death certificate, if relevant
- Official military dispatch
- Legal summons or notice of jury duty
- Notices of travel advisories or emergency declarations
Processing: Refunds for emergencies will be processed in 3-5 business days after we have the necessary documents.
Operational Cancellations
Mechanical Issues
If the vessel allocated to you has mechanical difficulties that are irreparable:
- Alternative Vessel: We'll try to supply a similar substitute
- Full Refund: Provided when an appropriate alternative vessel is unavailable
- Partial Refund: In case the substitute vessel has a differing price
- Compensation: Extra compensation might be offered for the inconvenience caused
Crew Unavailability
On the rare occasion that certified crew is not available:
- Efforts will be made to find an alternative crew when possible
- Full refund will be provided if the charter cannot take place
- Option to reschedule without any extra charge
Refund Processing
Payment Method
Refunds will be given back through the same method originally used for the booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
€50 fee for cancellations requested more than 72 hours before
Bank Transfer Processing
€25 fee applies to all refunds completed via bank transfer
International Processing
Additional costs might be incurred for international financial transactions
Charter Credits
When Credits Are Offered
In certain scenarios, charter credits might be presented as substitutes to cash refunds:
- Cancellations made late (under 24 hours prior)
- Cancellations due to weather
- Requests for voluntary rescheduling
- Disruptions in operations
Credit Terms
- Validity: Effective for 12 months from date of issuance
- Transferability: Non-transferable to others
- Value: Reflects the full charter cost without deductions for processing
- Usage: Applicable toward any charter that's available
- Expiration: No possible extension past 12 months
Partial Service Refunds
Service Interruptions
In case your charter is interrupted or cut short due to factors we control:
- Refund amount adjusted for the service not used
- A credit matching another charter equal in value
- Complementary services or improvements
Guest-Related Interruptions
If a charter concludes prematurely due to the conduct of guests or safety breaches:
- No refund offered for the portion not used
- Entire payment will still be owed
- Additional fees may be assessed as necessary
Dispute Resolution
Should there be any disagreement with a refund decision, the following measures are available:
- Request an evaluation by our leadership team
- Submit further documentation or proof
- Seek a settlement through consumer protection entities
- Pursue legal options as per relevant laws
How to Request a Refund
Step 1: Get in Touch
Begin by submitting your request for a refund through:
- Email: [email protected]
- Phone: +30 21 0987 6543
- Direct interaction at our headquarters located at the marina
Step 2: Supply Necessary Details
The following information is needed for your refund request:
- Confirmation number for the booking
- Date and time the charter was set for
- The cause for cancelling
- Any pertinent supporting documents, if applicable
- Your chosen method for receiving the refund
Step 3: Examination and Completion
Our team will confirm receipt of your request within a day, compare it to our policy, and reach a decision within two days. Approved refunds are processed in the timelines mentioned above.
Important Notes
- Any and all refund appeals have to be articulated in written form
- Refunds are effectuated in €, notwithstanding the currency initially used for payment
- We highly endorse obtaining travel insurance
- These guidelines are liable to be revised, with advance notice of 30 days
- Refunds are subject to any applicable levies and regulations
Contact Information
For all inquiries related to refunds or to forward a refund application:
Refunds Department
MiddleGroundPortal Marine Services Ltd.
Marina Point
Athens 175 61
Greece
Phone: +30 21 0987 6543
Email: [email protected]
Hours of operation: Monday–Friday, 9:00 AM – 5:00 PM