Cancellation Policy

1. 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.

Many BTB services are time-sensitive and may require quick action after the Client confirms a request, sends documents, accepts an offer or makes payment.

Service work may include:

• 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.

Because of this, cancellation may not always be possible once work has started.

2. General cancellation principle

Cancellation requests are reviewed case by case.

BTB may accept, partially accept or refuse a cancellation request depending on:

• whether the service has started;
• whether the service has been partially or fully performed;
• whether documents were reviewed or prepared;
• whether data was entered, submitted or transmitted;
• whether BTB communicated with third parties;
• whether a declaration, filing, booking, inspection request, port request or operational instruction was prepared or submitted;
• whether third-party costs were incurred;
• whether third-party rules allow cancellation;
• whether the service is urgent or time-sensitive;
• whether the Client provided incorrect, incomplete or late information;
• mandatory consumer protection rules, where applicable.

Submitting a cancellation request does not automatically cancel the service, payment obligation, third-party charge or operational process.

3. How to request cancellation

The Client should send any cancellation request as soon as possible to: info@bt-bridge.com

The request should include:

• Client name and company;
• contact person;
• invoice number, if available;
• payment reference, if available;
• service reference, if available;
• description of the service to be cancelled;
• reason for cancellation;
• supporting documents, where applicable.

BTB may request additional information before confirming whether cancellation is possible.

4. Cancellation before service starts

If the Client requests cancellation before BTB has started work, before any documents are reviewed, before any data is entered or submitted, before any communication with third parties is made and before any third-party cost is incurred, BTB may accept the cancellation.

If payment has already been made and the cancellation is accepted, any refund will be reviewed according to the Returns & Refunds Policy.

Administrative, banking, payment processor or other costs may be deducted where applicable.

5. Cancellation after service has started

If BTB has already started processing the service, cancellation may be refused or may only be accepted partially.

A service may be considered started when BTB has performed any of the following:

• reviewed documents;
• checked cargo or transport information;
• entered, prepared or structured data;
• prepared a declaration, filing, booking request, inspection request or operational instruction;
• contacted or communicated with customs authorities, ports, terminals, ferry operators, inspection bodies, carriers, agents or other third parties;
• created or processed an internal service file;
• performed operational coordination or follow-up.

If cancellation is accepted after work has started, BTB may retain the amount corresponding to the work already performed, administrative work, communication, preparation, third-party costs and any non-refundable charges.

6. Cancellation after service completion

Cancellation is generally not possible after the service has been fully performed.

A service may be considered completed when BTB has delivered, submitted, prepared, coordinated or performed the requested service or the relevant part of it, including where the result depends on a third party.

Examples may include:

• a declaration, filing or document was prepared or submitted;
• a ferry booking request was processed or coordinated;
• a terminal, port or inspection request was coordinated;
• operational instructions or status follow-up were provided;
• the requested document or reference was delivered electronically;
• BTB completed the agreed coordination or documentation work.

Any refund request after completion will be reviewed according to the Returns & Refunds Policy and applicable law.

7. Urgent services

Some services may be urgent or time-sensitive.

If the Client requests urgent processing, same-day handling, immediate document review, immediate submission, immediate booking coordination or immediate communication with third parties, BTB may start work shortly after request confirmation or payment confirmation.

In urgent cases, cancellation may be limited or unavailable once BTB has started work.

By requesting urgent service, the Client accepts that BTB may begin performance without delay and that cancellation options may be reduced once work has started.

8. Ferry booking cancellations

Ferry booking cancellations depend on:

• ferry operator rules;
• route conditions;
• booking status;
• payment status;
• cargo type;
• vehicle type;
• port or terminal procedures;
• documents already submitted;
• deadlines and operational cut-off times;
• non-refundable operator charges.

BTB does not operate ferries and does not control ferry schedules, ferry space, cargo acceptance, booking confirmation, cancellation approval, port entry, loading, boarding or sailing times.

If a ferry booking or ferry booking request has already been submitted, cancellation may depend on the ferry operator and other relevant parties.

Any refund of ferry-related amounts may depend on whether BTB can recover the corresponding amount from the ferry operator or relevant third party.

9. Customs, transit, ENS / ICS2, CHED and authority-related cancellations

Cancellation of customs, transit, ENS / ICS2, CHED, veterinary, phytosanitary or other authority-related services may be limited or impossible after data has been prepared, submitted or transmitted.

After submission, correction, cancellation, amendment or withdrawal may depend on:

• customs systems;
• competent authority systems;
• authority approval;
• procedural status;
• inspection status;
• cargo status;
• available documents;
• applicable regulations;
• third-party system availability.

BTB does not control customs authorities, inspection bodies, competent authorities or official systems.

If cancellation is not possible because of authority procedure, system status or third-party decision, BTB is not responsible for that refusal or limitation.

10. Port, terminal and rail-related cancellations

Cancellation of port, terminal or rail-related coordination may depend on:

• terminal rules;
• operator availability;
• cargo status;
• container or vehicle status;
• document status;
• inspection status;
• storage, handling, unloading or scanning status;
• rail operator procedures;
• shipping line or carrier requirements;
• applicable deadlines and cut-off times.

BTB does not control ports, terminals, rail operators, shipping lines, carriers, inspection bodies, competent authorities or official decisions.

Third-party costs related to terminal, port, rail, storage, handling, scanning, inspection, demurrage, detention or other operational charges may remain payable even if the Client requests cancellation.

11. Cancellation caused by incorrect or incomplete information

If the Client requests cancellation because the Client provided incorrect, incomplete, inconsistent, misleading or late information, BTB may retain the amount corresponding to work already performed and costs already incurred.

The Client remains responsible for any additional costs, corrections, amendments, delays, penalties, storage, demurrage, detention or third-party charges caused by incorrect, incomplete or late information.

12. Third-party costs and non-refundable charges

Some 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 may remain payable even if the Client requests cancellation.

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.

13. Effect of cancellation on refunds

Cancellation and refund are separate matters.

Acceptance of a cancellation request does not automatically mean that a full refund is due.

Any refund, partial refund or refusal of refund will be reviewed according to:

• the Returns & Refunds Policy;
• the Payment Information page;
• the service status;
• work already performed;
• third-party costs incurred;
• payment method;
• applicable law.

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

Online card payments are processed through NETOPIA Payments. BTB does not store card details.

14. 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.

15. No guarantee of cancellation acceptance

BTB will review cancellation requests in good faith, but cancellation is not guaranteed.

Cancellation may be refused or limited where:

• the service has started;
• the service has been completed;
• the process has been submitted to a third party;
• cancellation is not allowed by a third-party operator or authority;
• third-party charges have been incurred;
• cancellation would create legal, operational, financial or compliance risk;
• applicable law or procedure does not allow cancellation.

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.