Dispute Resolution

1. Purpose of this page

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

Because these services may involve third parties, authorities, operators, payment processors and time-sensitive logistics procedures, disagreements may sometimes arise regarding:

• service scope;
• documents provided or required;
• payment;
• invoice or payment reference;
• cancellation request;
• refund request;
• ferry booking request;
• third-party costs;
• service performance time;
• delay or refusal by third parties;
• operational consequences outside BTB’s control.

This page explains how such matters should be submitted and reviewed.

2. Direct complaint to BTB

Before starting any external procedure, the Client is encouraged to contact BTB directly so that the matter can be reviewed and, where possible, resolved amicably.

Complaints or dispute notices should be sent to: info@bt-bridge.com

BTB will review complaints in good faith and will try to provide a reasonable response based on the available documents, service status, payment status and applicable terms.

Submitting a complaint does not automatically mean that the complaint is accepted or that a refund, cancellation, compensation or service correction is due.

3. Information required for complaint review

To allow BTB to review the matter properly, the Client should provide:

• Client name and company;
• contact person;
• invoice number, if available;
• payment reference, if available;
• service reference, if available;
• booking reference, declaration reference or MRN, where applicable;
• description of the issue;
• date of the request, payment or service;
• documents supporting the complaint;
• correspondence relevant to the issue;
• requested resolution.

BTB may request additional information, documents or clarifications before providing a response.

If the Client does not provide the required information, BTB may be unable to review the complaint properly.

4. Review process

BTB will review complaints based on:

• the Client’s request;
• the offer, invoice, payment request or payment link;
• the documents and information provided by the Client;
• the service status;
• work already performed;
• communication with the Client and third parties;
• third-party costs incurred;
• applicable operator, port, terminal, ferry, customs or authority rules;
• the Terms and Conditions;
• the Payment Information page;
• the Delivery / Service Terms;
• the Cancellation Policy;
• the Returns & Refunds Policy;
• the Ferry Booking Terms, where applicable;
• applicable law.

BTB will try to respond within a reasonable time after receiving all required information.

The review time may depend on the complexity of the matter, availability of documents, internal checks, accounting checks, communication with third parties, payment processor review, bank review or authority / operator feedback.

5. No automatic suspension of obligations

Submitting a complaint, dispute notice or refund request does not automatically suspend:

• payment obligations;
• third-party charges;
• ferry operator rules;
• port or terminal charges;
• storage;
• demurrage;
• detention;
• cancellation deadlines;
• customs or authority procedures;
• inspection procedures;
• bank or payment processor processes;
• operational consequences;
• other costs or obligations already incurred.

The Client remains responsible for any charges, deadlines or operational consequences that continue to apply while the complaint is being reviewed, unless BTB expressly confirms otherwise in writing.

6. Service-specific disputes

Some disputes may relate to a specific type of service.

For customs, transit, ENS / ICS2, CHED, veterinary, phytosanitary or other authority-related services, the Client understands that final decisions, requests for correction, inspections, release, approval, refusal, closure or validation may depend on customs authorities, competent authorities, inspection bodies or official systems.

For ferry booking coordination, the Client understands that ferry schedules, space availability, booking acceptance, cargo acceptance, port entry, loading, boarding, sailing and cancellation approval may depend on the ferry operator, port, terminal, documents, cargo status and operational conditions.

For port, terminal or rail-related services, the Client understands that cargo release, inspections, scanning, handling, storage, demurrage, detention, rail terminal services and timing may depend on operators, terminals, ports, shipping lines, carriers, inspection bodies, competent authorities and official decisions.

BTB provides coordination, documentation support and operational assistance where applicable, but does not control third-party decisions or official procedures.

7. Payment disputes

Payment-related complaints may involve:

• duplicate payment;
• incorrect payment amount;
• payment assigned to the wrong invoice;
• failed or rejected card payment;
• bank transfer delay;
• refund request;
• payment confirmation delay;
• card issuer or payment processor issue.

Online card payments are processed through NETOPIA Payments.

BTB does not store card details.

Payment confirmation, failed payments, card authorization, payment reversals and refund processing times may depend on NETOPIA Payments, banks, card issuers, card schemes, banking systems and fraud prevention checks.

BTB will review payment-related complaints based on available payment references, accounting records, bank information, payment processor status and supporting documents provided by the Client.

8. Third-party decisions and limitations

BTB is not responsible for disputes caused by third-party decisions, delays, refusals or operational restrictions outside BTB’s control.

This may include, but is not limited to:

• customs decisions;
• authority requests;
• inspections;
• ferry operator refusal;
• ferry schedule changes;
• lack of ferry space;
• port or terminal restrictions;
• cargo release delays;
• transit closure delays;
• bank or payment processor refusals;
• shipping line or carrier decisions;
• rail operator decisions;
• system downtime;
• weather conditions;
• strikes;
• force majeure;
• other circumstances outside BTB’s control.

Payment for a BTB service or submission of a request does not guarantee any third-party approval, acceptance, release, booking confirmation, ferry space, sailing, transit closure, inspection result or completion within a specific time.

9. Amicable settlement

BTB prefers to resolve disputes amicably where possible.

The Client and BTB should first try to clarify the issue through direct communication, document review and reasonable discussion.

Where appropriate, BTB may propose one or more practical solutions, such as:

• clarification of the service status;
• correction of an invoice or payment reference;
• additional document review;
• operational clarification;
• partial refund, where applicable;
• credit for future services, where applicable;
• other reasonable solution depending on the situation.

Any proposed solution depends on the service status, work already performed, third-party costs incurred, payment method, applicable law and the specific circumstances of the case.

BTB is not required to accept a solution that would create legal, financial, operational, compliance or reputational risk.

10. Consumer dispute resolution / ANPC / SAL

Where the Client is a consumer and mandatory consumer protection rules apply, the Client may have the right to contact the Romanian National Authority for Consumer Protection (ANPC) or use alternative dispute resolution procedures available under applicable law.

In Romania, SAL is an alternative dispute resolution mechanism intended to help consumers and traders resolve disputes outside court, on a voluntary basis and according to applicable consumer protection rules.

This section applies only where the Client qualifies as a consumer under applicable law and mandatory consumer protection rules apply.

Business clients, companies, freight forwarders, transport operators, traders, cargo owners acting for business purposes or other professional clients may not benefit from consumer-specific procedures unless mandatory law provides otherwise.

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

11. Court jurisdiction and applicable law

These Dispute Resolution terms, the website and BTB services are governed by the laws of Romania, unless mandatory law provides otherwise.

If a dispute cannot be resolved amicably, it may be submitted to the competent courts of Romania.

For business clients, unless otherwise agreed in writing, disputes shall be submitted to the courts having jurisdiction over BTB’s registered office.

Where the Client is a consumer and mandatory consumer protection rules apply, mandatory jurisdiction and consumer protection rules may apply according to applicable law.