Refund Policy

Abbitrans B.V. Refund Policy

At AbbiTrans B.V., we are committed to delivering high-quality oil and gas logistics, storage, and port handling services. In line with our values of transparency, compliance, and customer service, this Refund Policy outlines the conditions under which refunds may be issued, the process of requesting a refund, and the timelines associated with the process.

By engaging with our services, you agree to the terms outlined below.

1. Scope of Policy

This refund policy applies to payments made directly to AbbiTrans B.V. for:

  • Storage lease and tank rental services.
  • Port terminal handling operations.
  • Transshipment and bunkering coordination.
  • Consultancy and project management services.

Please note that this policy does not cover services facilitated by third-party contractors, agents, or ports unless otherwise stated in a written agreement with AbbiTrans B.V.

2. General Refund Conditions

Refunds may be granted only under the following conditions:

2.1 Service Not Rendered

A full or partial refund may be issued if:

  • The client has paid in advance, and the scheduled service could not be delivered due to operational failure or fault on the part of AbbiTrans B.V.
  • The requested service becomes technically or logistically impossible, and no alternative solution has been provided.

2.2 Overpayment or Duplicate Transactions

In cases of:

  • Accidental overpayment.
  • Duplicate bank or wire transfers.
  • Erroneous invoicing on our part.

A full refund of the excess amount will be made upon verification.

2.3 Refund Clause

The first drop of the petroleum product or injection into the tank will mark the start of the storage payment period. If the designated tanks are left “clean and empty” or if the seller did not inject the product name mentioned above into the tanks, the lessor may request a refund, which the storage company will then issue to the lessor upon receiving the request.

The money paid for the tank in line with this tank agreement will be fully repaid in the event that the supplier or exporter fails to inject the product into the designated tank as indicated by the tank number.

The money paid for the tank in accordance with this tank agreement will be refunded in full without having any negative effects on the entirety of this tank storage lease agreement if the supplier or exporter fails to inject the product into the designated tank as indicated by the tank number at any point. The amount to be refunded will be negotiated between the parties.

2.4 Cancellation by Client (Before Execution)

If a client cancels a confirmed service at least 7 working days before the start of operations, a refund may be considered, less any non-refundable administrative or logistical preparation fees (typically 15–25%).

2.5 Cancellation by Client (After Commencement)

Once operational or logistical arrangements have started (e.g., tank reserved, berthing booked, logistics in motion), no refund will be granted unless explicitly stated in the service agreement.

3. Non-Refundable Circumstances

Refunds will not be issued under the following conditions:

  • Change of mind or change in business strategy by the client after service confirmation.
  • Delays caused by third parties, force majeure, port authority regulations, or geopolitical situations.
  • Misrepresentation or provision of false information by the client.
  • Failure of the client to comply with service requirements, such as documentation or pre-arrival notifications.

4. Refund Request Procedure

To initiate a refund request, the following steps must be taken:

4.1 Submission

Send a formal written request to info@abbitransbv.eu, with the subject line:
Refund Request – [Your Company Name]

4.2 Required Documentation

Include the following:

  • Full legal name of your company and contact person.
  • Proof of payment (receipt, SWIFT code, invoice number).
  • Detailed reason for the refund request.
  • Service order or contract reference.

4.3 Review Process

  • Our finance and operations team will review the case within 7–10 business days.
  • If further information is needed, we will contact you directly.
  • If approved, a refund confirmation and method will be communicated to you.

5. Processing & Reimbursement Timeline

  • Approved refunds will be issued via the original payment method (bank transfer, wire, or invoiced offset).
  • Please allow 5 to 15 working days for funds to reflect, depending on the financial institution or bank network involved.
  • Any bank charges or currency conversion fees will be borne by the recipient unless otherwise agreed.

6. Dispute Resolution

If a client disagrees with a refund decision, a formal appeal can be submitted in writing within 5 business days of the decision. The appeal must present new facts or documents that were not initially considered. Appeals will be reviewed by senior management and responded to within 10 business days.

7. Fraudulent Claims

AbbiTrans B.V. maintains a zero-tolerance policy toward fraudulent or misleading refund claims. Any attempt to manipulate this policy or submit false documentation may result in:

  • Immediate termination of service agreements.
  • Legal action and reporting to relevant authorities.
  • Permanent blacklisting of the client.

8. Amendments

This refund policy is subject to change without prior notice. Updates will be posted on this page, and clients are encouraged to review the policy periodically. Any changes will take effect immediately upon publication.