Returns and Refunds Policy

Privacy Policy Information

Introduction

Thank you for choosing Vessel Flag for your yacht and vessel registration services. We are committed to providing exceptional service and ensuring your complete satisfaction. If you are not entirely satisfied with your purchase, we’re here to help.

This Returns and Refunds Policy outlines the terms and conditions under which refunds and returns may be processed for services purchased from Vessel Flag.

Service-Based Nature

Please note that Vessel Flag primarily provides professional services for yacht and vessel registration rather than physical products. Our services include:

  • Vessel registration processing
  • Flag state documentation
  • Maritime compliance services
  • Registration renewal services
  • Consultation and advisory services

Due to the professional service nature of our business, refunds are handled differently than physical product returns.

Refund Eligibility

Service Refunds

Refunds for our registration services may be requested under the following conditions:

1. Service Not Yet Commenced

  • If you cancel your service request before we have started processing your application, you are eligible for a full refund minus any non-refundable administrative fees (see section below)
  • Cancellation must be submitted in writing within 7 days of the original purchase

2. Service Cannot Be Completed

  • If we are unable to complete your vessel registration due to reasons within our control, you will receive a full refund
  • If your application is rejected by the maritime authority due to inaccurate or incomplete information provided by you, refunds will be assessed on a case-by-case basis

3. Service Quality Issues

  • If our services fail to meet the standards outlined in our service agreement, please contact us within 14 days of service completion to discuss refund options

Products (Documentation Packages, Certificates, etc.)

For any physical products or documentation packages purchased:

Return Period: Products may be returned within 7 days of the original purchase date.

Eligibility Requirements: To be eligible for a return, please ensure that:

  • The product was purchased within the last 7 days
  • The product is unused and in its original condition
  • The product is in its original packaging with all materials included
  • You have the receipt, invoice, or proof of purchase
  • The product has not been customized or personalized for your vessel

Non-Returnable Items: The following items cannot be returned or refunded:

  • Customized or personalized documents (certificates with vessel names, registration numbers, etc.)
  • Digital downloads that have been accessed or downloaded
  • Government filing fees or third-party fees already paid to maritime authorities
  • Services that have already been rendered or substantially completed
  • Sale or promotional items (unless otherwise stated)

Non-Refundable Fees

The following fees are non-refundable in all circumstances:

  1. Government and Maritime Authority Fees: Any fees paid to flag states, maritime registries, or government agencies
  2. Third-Party Processing Fees: Fees paid to survey companies, classification societies, or other external service providers
  3. Payment Processing Fees: Transaction fees charged by payment processors (typically 2-5% of transaction value)
  4. Administrative Processing Fee: A €50 administrative fee applies to all service cancellations after processing has commenced
  5. Expedited Service Fees: Rush processing or expedited service charges

These fees will be deducted from any refund amount.

How to Request a Refund

To request a refund or return, please follow these steps:

Step 1: Contact Us

Before initiating a return, please contact us to discuss your situation:

By Email: info@vesselflag.com
Subject Line: “Refund Request – [Your Order Number]”

Include the following information:

  • Your full name and contact information
  • Order number or invoice number
  • Date of purchase
  • Reason for the refund request
  • Description of the issue (if applicable)
  • Supporting documentation (if claiming service quality issues)

Step 2: Await Authorization

Our customer service team will review your request within 3 business days and provide:

  • Confirmation of eligibility
  • Return authorization number (RAN) if applicable
  • Instructions for returning physical items
  • Refund amount breakdown
  • Expected processing timeline

Important: Do not return any physical items without first receiving a return authorization number. Unauthorized returns will not be processed.

Step 3: Return Physical Items (if applicable)

If you are returning physical products, please:

Shipping Address:
Vessel Flag
Solec 79A/20 00-402 Warsaw PL
+48 604 519 097

Packaging Requirements:

  • Pack the product securely in its original packaging
  • Include a copy of your receipt or invoice
  • Write the Return Authorization Number (RAN) clearly on the outside of the package
  • Use a trackable shipping method and retain proof of shipment

Important: You are responsible for the safe return of items. We recommend using insured, trackable shipping.

Shipping Charges

Return Shipping Costs:

  • Shipping charges incurred in connection with the return of a product are non-refundable
  • You are responsible for paying the costs of shipping when returning items to us
  • You assume all risk of loss or damage to the product during return shipping

Original Shipping Costs:

  • Original outbound shipping charges are non-refundable unless the return is due to our error (wrong item sent, defective product, etc.)

Exceptions: If you received a wrong, damaged, or defective product due to our error, we will:

  • Provide a prepaid return shipping label
  • Refund the original shipping costs
  • Cover all return shipping expenses

Refund Processing

Processing Timeline

Once we receive and inspect your return, we will:

  1. Send you an email confirmation of receipt
  2. Inspect the returned item or review the service cancellation
  3. Process your refund within 5-10 business days
  4. Send a confirmation email when the refund has been processed

Refund Method

Refunds will be issued to the original payment method used for purchase:

  • Credit/Debit Card: 5-10 business days (depending on your bank)
  • Bank Transfer: 3-7 business days
  • PayPal: 3-5 business days
  • Other Payment Methods: As soon as possible, timing depends on the payment provider

Note: The time it takes for the refund to appear in your account may vary depending on your financial institution’s processing times.

Partial Refunds

Partial refunds may be issued in the following situations:

  • Services partially completed before cancellation
  • Products returned without original packaging or documentation
  • Products showing signs of use or damage
  • Returns made outside the eligible return period (at our discretion)

You will be notified by email if a partial refund is approved, including the deduction reasons and final refund amount.

Damaged or Defective Items

If you receive a damaged or defective product, please notify us immediately for assistance.

Reporting Damaged Items:

  1. Contact us within 48 hours of receiving the item
  2. Email info@vesselflag.com with:
    • Order number
    • Photos of the damaged item
    • Photos of the packaging
    • Description of the damage

Our Response: We will offer one of the following solutions:

  • Full refund including shipping costs
  • Replacement item at no additional cost
  • Partial refund if you wish to keep the damaged item

Important: Claims for damaged items must be made within 48 hours of delivery. Claims submitted after this period may not be accepted.

Service Quality Guarantee

At Vessel Flag, we stand behind the quality of our services. If you are dissatisfied with the service provided:

  1. Contact us within 14 days of service completion
  2. Provide specific details about the service quality issues
  3. Allow us the opportunity to rectify the situation

We will work with you to:

  • Correct any errors or deficiencies
  • Provide additional support or consultation
  • Issue a partial or full refund if we cannot resolve the issue

Your satisfaction is our priority, and we will make every reasonable effort to address your concerns.

Sale and Promotional Items

Sale Items:

  • Items purchased during promotional sales or at discounted prices may have different return policies
  • Generally, sale items are final sale and cannot be refunded unless defective
  • Specific sale terms will be clearly stated at the time of purchase

Promotional Packages:

  • Bundled service packages may be subject to special refund terms
  • Individual services within a bundle may not be eligible for separate refunds
  • Refunds on promotional packages will be calculated based on individual service rates, not the discounted bundle price

Exceptions: Sale and promotional items may be returned if they are:

  • Defective or damaged
  • Incorrectly delivered
  • Misrepresented in our marketing materials

Chargebacks and Disputes

Before Filing a Chargeback: We strongly encourage you to contact us directly to resolve any billing disputes before initiating a chargeback with your bank or credit card company. Most issues can be resolved quickly and amicably through direct communication.

Chargeback Consequences:

  • Filing a chargeback may result in suspension of your account
  • We reserve the right to dispute unjustified chargebacks
  • You may be held liable for fees associated with fraudulent chargebacks

Dispute Resolution: If you have a dispute regarding charges or services, please contact us at info@vesselflag.com. We will investigate and respond within 5 business days.

Exceptions and Special Circumstances

Force Majeure

Refunds may be affected by circumstances beyond our control, including:

  • Changes in maritime laws or regulations
  • Government actions or restrictions
  • Natural disasters or pandemics
  • Third-party service provider failures

In such cases, we will work with you to find a fair resolution, which may include:

  • Service credit for future use
  • Partial refund of unrendered services
  • Extension of service timeline without additional charge

Renewal Services

  • Registration renewal services are non-refundable once the renewal process has been initiated with the maritime authority
  • Cancellation of auto-renewal must be made at least 30 days before the renewal date to avoid charges

Expedited Processing

  • Fees for expedited or rush processing are non-refundable once processing has begun
  • If expedited timelines cannot be met due to our fault, expedited fees will be refunded

Changes to This Policy

Vessel Flag reserves the right to modify this Returns and Refunds Policy at any time. Changes will be effective immediately upon posting to our website. Material changes will be communicated via email to active customers.

Your Responsibility:

  • Review this policy periodically for updates
  • The version in effect at the time of your purchase governs your transaction
  • Continued use of our services after policy changes constitutes acceptance

Contact Us

If you have any questions, concerns, or requests regarding our Returns and Refunds Policy, please don’t hesitate to contact us:

Vessel Flag Customer Service

Email: info@vesselflag.com
Website: https://vesselflag.com
Solec 79A/20 00-402 Warsaw PL
+48 604 519 097

Our customer service team is dedicated to ensuring your satisfaction and will respond to all inquiries within 1-2 business days.

Thank you for choosing Vessel Flag. We appreciate your business and are committed to providing you with exceptional yacht registration services.