Returns & Refunds Policy

1. Company information

Refund requests are handled by BASARABIA TRANSIT BRIDGE S.R.L., Registration No. J2022000712178, VAT / CUI RO46046308, registered address Str. Regimentul 11 Siret, Nr. 33B, Bloc T1, Etaj 4, Ap. 405, Galați, Jud. Galați, 800311, Romania, email info@bt-bridge.com, phone +40 755 601 079, phone +380 63 020 6272.

In this Policy, “BTB”, “we”, “us” or “our” means BASARABIA TRANSIT BRIDGE S.R.L.

2. Nature of BTB services

BTB provides logistics, customs, transit, ferry booking coordination, port support, documentation, CHED / veterinary / phytosanitary coordination, ENS / ICS2 support and related operational services.

These services are generally not physical products that can be returned after delivery.

Many BTB services involve work that may begin shortly after request confirmation or payment confirmation, including:

• document review;
• data entry;
• preparation of declarations or service files;
• communication with customs authorities, ports, terminals, ferry operators, inspection bodies, carriers, agents or other third parties;
• ferry booking coordination;
• port or terminal follow-up;
• CHED, veterinary or phytosanitary coordination;
• ENS / ICS2 or transit-related support;
• operational instructions and status follow-up.

For this reason, refund eligibility depends on the service status, work already performed, third-party costs incurred, payment method and applicable law.

3. General refund principle

Refunds are not automatic.

Each refund request is reviewed case by case.

BTB may approve, partially approve or refuse a refund depending on:

• whether the service has started;
• whether the service has been fully or partially performed;
• whether documents were reviewed or prepared;
• whether data was entered, submitted or transmitted;
• whether BTB communicated with third parties;
• whether third-party costs were incurred;
• whether a booking, declaration, inspection request or operational instruction was prepared or submitted;
• whether the Client provided incorrect, incomplete or late information;
• whether the delay or refusal was caused by third parties;
• whether the payment was duplicate, incorrect or made by mistake;
• mandatory consumer protection rules, where applicable.

4. When a refund may be considered

A refund may be considered if:

• the Client paid by mistake and no service was requested or performed;
• the payment was duplicated;
• the Client paid the wrong amount and the excess amount can be identified;
• the service has not started;
• BTB has not incurred third-party costs;
• no document review, data entry, communication, declaration, booking, inspection request or operational action has been performed;
• BTB confirms that a refund is appropriate based on the circumstances.

BTB may request additional information before approving any refund.

5. When a refund may be refused or reduced

A refund may be refused or reduced if:

• BTB has already started the service;
• BTB has completed the service;
• documents were reviewed, checked or prepared;
• data was entered, submitted or transmitted;
• a declaration, filing, booking, inspection request, port request or operational instruction was prepared or submitted;
• BTB communicated with customs authorities, ports, terminals, ferry operators, inspection bodies, carriers, agents or other third parties;
• BTB incurred third-party costs;
• the Client provided incorrect, incomplete, inconsistent, misleading or late information;
• the Client failed to provide required documents or confirmations on time;
• the service could not be completed because of third-party decisions or requirements;
• the delay or refusal was caused by customs authorities, ports, terminals, ferry operators, rail operators, inspection bodies, competent authorities, banks, payment processors or other third parties;
• the service became impossible or delayed due to circumstances outside BTB’s control;
• the amount relates to non-refundable third-party charges.

6. Partial refunds

Where appropriate, BTB may approve a partial refund.

A partial refund may deduct:

• work already performed by BTB;
• administrative work;
• document review;
• data entry or preparation work;
• communication and coordination already performed;
• third-party charges;
• bank charges;
• payment processor fees;
• currency conversion costs;
• non-refundable operator or authority charges;
• costs caused by incorrect, incomplete or late information provided by the Client.

The amount of any partial refund is determined by BTB based on the service status and costs already incurred.

7. Third-party costs

Some BTB services may involve third-party costs, including but not limited to:

• ferry operator fees;
• port charges;
• terminal charges;
• inspection charges;
• veterinary or phytosanitary charges;
• customs-related charges;
• storage charges;
• demurrage or detention;
• shipping line charges;
• rail operator charges;
• courier or document delivery fees;
• bank fees;
• payment processor fees;
• other authority, operator or agent charges.

Third-party costs are refundable only if BTB is able to recover them from the relevant third party or if the third party confirms that they are refundable.

BTB is not required to refund non-refundable third-party costs from its own funds.

8. Online card payment refunds

Online card payments are processed through NETOPIA Payments.

BTB does not store card details.

If a refund for an online card payment is approved, it will usually be processed through the same payment channel used for the original transaction, where technically and legally possible.

Refund processing time may depend on:

• NETOPIA Payments;
• the acquiring bank;
• the card issuing bank;
• card scheme rules;
• fraud prevention checks;
• banking system availability.

BTB does not control the processing time of NETOPIA Payments, banks, card schemes or external payment systems.

9. Bank transfer refunds

If a refund for a bank transfer payment is approved, BTB may request the Client’s bank details and supporting information.

The Client is responsible for providing accurate refund bank details.

BTB is not responsible for delays, failed refunds or additional costs caused by incorrect bank details provided by the Client.

Bank charges or intermediary bank fees may be deducted from the refunded amount where applicable.

10. Duplicate or incorrect payments

If the Client believes that a payment was duplicated, incorrect or assigned to the wrong invoice, the Client should contact BTB as soon as possible.

The Client should provide:

• Client name and company;
• invoice number;
• payment reference;
• amount;
• currency;
• payment date;
• payment method;
• proof of payment;
• explanation of the issue.

BTB will review the case and may assign the payment correctly, issue a correction, leave the amount as credit for future services or process a refund where appropriate.

11. Consumer withdrawal rights

Where the Client is a consumer and mandatory consumer protection law applies, the Client may have statutory withdrawal rights for distance contracts.

However, BTB services may be started before the expiry of any applicable withdrawal period if the Client expressly requests or authorizes BTB to start processing the service.

Where permitted by applicable law, if the service has been fully performed with the Client’s prior express consent and the Client acknowledged the possible loss of the withdrawal right after full performance, the Client may lose the right to withdraw after the service has been fully performed.

If the Client is a consumer and believes that a statutory withdrawal right applies, the Client should contact BTB before requesting service performance or as soon as possible after placing the request.

Nothing in this Policy limits mandatory consumer rights that cannot be excluded under applicable law.

12. No refund for third-party decisions

Payment for a BTB service does not guarantee any third-party decision, approval or operational result.

A refund is not automatically due only because of:

• customs refusal or delay;
• customs inspection;
• request for additional documents;
• ferry schedule change;
• lack of ferry space;
• ferry operator refusal;
• port or terminal delay;
• scanning or inspection;
• authority system downtime;
• ENS / ICS2 assessment result;
• CHED / veterinary / phytosanitary delay;
• bank or payment processor delay;
• carrier or shipping line delay;
• cargo release delay;
• transit closure delay;
• other third-party action or decision outside BTB’s control.

BTB provides coordination, documentation support and operational assistance where applicable, but does not control customs authorities, ports, terminals, ferry operators, rail operators, inspection bodies, competent authorities, payment processors, banks or official decisions.

13. How to request a refund

Refund requests must be sent to: info@bt-bridge.com

The request should include:

• Client name and company;
• contact person;
• invoice number;
• payment reference;
• service reference, if available;
• amount paid;
• payment method;
• reason for the refund request;
• supporting documents.

BTB may request additional documents or clarifications before making a decision.

14. Refund review time

BTB will review refund requests within a reasonable time after receiving the required information.

The review time may depend on:

• completeness of the request;
• service status;
• third-party cost verification;
• payment method;
• communication with operators, authorities, banks or payment processors;
• internal accounting checks.

Submitting a refund request does not automatically suspend any payment obligation, third-party charge, storage, demurrage, detention or operational consequence.