Delivery / Service Terms

1. Nature of service delivery

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

BTB does not usually deliver physical products. In most cases, BTB delivers services, documents, references, confirmations, operational instructions, coordination support, status updates or other electronic / operational results.

Service delivery may include:

• document review;
• document preparation;
• electronic document delivery;
• declaration preparation or submission support;
• service references or declaration references;
• ferry booking coordination;
• port, terminal or inspection coordination;
• communication with relevant third parties;
• operational instructions;
• status updates;
• confirmation of actions performed by BTB.

The exact form of delivery depends on the requested service, documents provided, payment status, third-party requirements and applicable procedures.

2. Digital delivery and communication channels

BTB may deliver service results, documents, references, confirmations, instructions, status updates and operational communications through digital communication channels.

These channels may include:

• email;
• website forms;
• BTB app or online request flows;
• online payment or booking flows;
• messaging applications;
• SMS;
• phone communication;
• document-sharing links;
• electronic files;
• other communication channels agreed or used with the Client.

The Client accepts that communication and delivery through these digital channels may be used as valid service communication and delivery, unless BTB and the Client expressly agree otherwise in writing.

The Client is responsible for providing correct contact details and for monitoring the communication channels used for the service.

3. When service processing starts

BTB may start processing a service after:

• the Client submits a request;
• the Client provides required documents and information;
• the service scope and price are confirmed;
• payment is confirmed, where prepayment is required;
• BTB confirms acceptance of the request or starts work based on the Client’s instruction.

In some cases, BTB may start work before payment confirmation only if expressly agreed by BTB.

Many BTB services are time-sensitive and may begin shortly after the Client sends documents, confirms an offer, requests urgent processing or makes payment.

4. Required documents and information

The Client must provide all documents, data and instructions required for the requested service.

Depending on the service, this may include:

• commercial invoice;
• packing list;
• bill of lading;
• CMR;
• transport documents;
• container number;
• seal number;
• vehicle and trailer registration numbers;
• driver information;
• cargo description;
• HS / CN codes;
• gross weight, net weight and number of packages;
• cargo value;
• origin and destination details;
• consignee and consignor details;
• certificates, permits or inspection documents where required;
• ferry route, vehicle dimensions and cargo details;
• any other information required by BTB, authorities, operators or third parties.

The Client is responsible for the accuracy, completeness, legality and authenticity of all documents, data and instructions provided to BTB.

Incorrect, incomplete, inconsistent, misleading or late information may delay service delivery or make service performance impossible.

5. Service performance time

Any service performance time communicated by BTB is an estimate, unless expressly confirmed in writing as binding by BTB.

Service performance time may depend on:

• completeness and accuracy of documents;
• payment confirmation;
• Client response time;
• customs systems;
• port or terminal systems;
• ferry operator availability;
• authority requirements;
• inspection procedures;
• banking or payment processor systems;
• third-party working hours;
• route conditions;
• cargo status;
• technical availability of digital systems;
• force majeure or events outside BTB’s control.

BTB is not responsible for delays caused by missing documents, incorrect data, late Client response, third-party systems, authority decisions, operator availability, port or terminal procedures, ferry schedule changes, payment delays or other circumstances outside BTB’s control.

6. Electronic documents and references

Where applicable, BTB may deliver electronic documents, files, references, confirmations or instructions to the Client.

This may include, depending on the service:

• declaration references;
• MRN or other customs / transit references;
• draft or final documents;
• ferry booking-related information;
• payment references;
• service confirmations;
• operational instructions;
• status updates;
• copies of submitted or prepared documents;
• communication summaries.

Delivery by email, app, website flow, messaging application, SMS, document link or other agreed digital channel may be considered valid delivery.

The Client is responsible for checking received documents and information promptly and notifying BTB of any visible issue, missing information or correction request as soon as possible.

7. Delivery of customs, transit and authority-related services

For customs, transit, ENS / ICS2, CHED, veterinary, phytosanitary or other authority-related services, delivery may consist of BTB preparing, submitting, coordinating or assisting with the relevant documentation or procedure based on the information provided by the Client.

The Client understands that final acceptance, release, validation, approval, inspection outcome, transit closure or other official result may depend on customs authorities, competent authorities, inspection bodies or official systems.

BTB does not guarantee that any declaration, filing, request, document or procedure will be accepted, released, approved, closed or completed within a specific time.

BTB provides coordination, documentation support and operational assistance where applicable, but does not control customs authorities, inspection bodies, competent authorities or official decisions.

8. Delivery of ferry booking coordination services

For ferry booking coordination services, delivery may consist of:

• reviewing ferry booking information;
• checking required vehicle, cargo and document details;
• preparing or forwarding booking information;
• communicating with the ferry operator or relevant parties;
• coordinating booking-related steps;
• providing booking-related status updates or instructions;
• communicating available options where applicable.

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

A ferry booking is not guaranteed until confirmed according to the applicable operator procedure.

9. Delivery of port, terminal and rail-related support

For port, terminal and rail-related support, delivery may consist of:

• document checks;
• port or terminal instruction coordination;
• communication with terminal, port, rail, shipping line, carrier, inspection body or agent;
• operational follow-up;
• preparation or forwarding of required information;
• coordination of inspection, scanning, storage, unloading or cargo-related operational steps where applicable.

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

Cargo release, terminal handling, inspections, scanning, storage, unloading, rail terminal services and timing depend on the relevant third parties, documents, cargo status and applicable procedures.

10. Completion of service

A BTB service may be considered completed when BTB has performed the agreed service activity or the relevant part of it.

Depending on the service, completion may occur when:

• a document was reviewed, prepared or delivered;
• a declaration, filing or request was prepared or submitted;
• a reference, confirmation or instruction was sent to the Client;
• a booking request or coordination step was performed;
• BTB communicated with the relevant third party as required for the service;
• BTB completed the agreed documentation, coordination or operational support;
• the service result was made available through a digital communication channel.

A service may be considered completed even if a final third-party decision, release, approval, acceptance, sailing, inspection result, transit closure or operational outcome remains pending or depends on a third party.

11. Client availability and response

The Client must remain available through the communication channels used for the service.

The Client should respond promptly to requests for:

• missing documents;
• corrected information;
• payment confirmation;
• booking confirmation;
• cargo or vehicle details;
• authority or operator questions;
• approval of drafts or instructions;
• additional service instructions.

BTB is not responsible for delays, missed cut-off times, missed ferry options, additional charges, storage, demurrage, detention or other consequences caused by late or missing Client response.

12. Corrections and amendments

If the Client requests correction or amendment after a service has started or after a document, declaration, booking request, filing or instruction has been prepared or submitted, additional time, costs or third-party approval may be required.

Corrections or amendments may depend on:

• service status;
• authority systems;
• operator rules;
• terminal procedures;
• booking status;
• document status;
• cargo status;
• available supporting documents;
• applicable law and procedure.

BTB may charge additional fees for corrections, amendments or repeated processing caused by incorrect, incomplete or changed information provided by the Client.

BTB does not guarantee that correction, amendment, cancellation or withdrawal will be accepted by any third party or authority.

13. Failed or delayed delivery

If BTB cannot complete or deliver a service because of incorrect documents, missing information, non-payment, late Client response, third-party refusal, authority decision, system downtime, operator unavailability or other circumstances outside BTB’s control, BTB is not responsible for such failure or delay.

In such cases, refunds or cancellations, if requested, will be reviewed according to the Returns & Refunds Policy and Cancellation Policy.

14. No physical delivery unless agreed

Unless expressly agreed in writing, BTB services are delivered electronically or operationally.

BTB is not required to deliver physical documents, printed copies or courier shipments unless such delivery is expressly agreed and any related costs are confirmed.

If physical delivery, courier delivery or original document delivery is requested and accepted by BTB, additional charges, courier fees, delivery time and third-party courier terms may apply.

BTB is not responsible for courier delays, loss, refusal, customs delays or other delivery issues caused by third-party courier or transport providers.

15. Payment and delivery relationship

BTB may suspend, delay or refuse service processing or delivery if payment is not confirmed, is rejected, is reversed or if the Client has unpaid invoices.

Where prepayment is required, service processing may start only after payment confirmation and receipt of required documents, unless BTB expressly agrees otherwise in writing.

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

Payment confirmation may depend on NETOPIA Payments, banks, card issuers, payment systems or bank transfer processing times.

16. No guarantee of third-party outcome

Payment for a BTB service and delivery of BTB’s service activity do not guarantee any third-party decision, approval or operational outcome.

BTB does not guarantee:

• customs release;
• transit closure;
• ferry acceptance;
• ferry space availability;
• port or terminal approval;
• inspection approval;
• cargo release;
• bank authorization;
• authority decision;
• operator acceptance;
• completion within a specific time.

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.