Refund Policy

1. Overview

This Refund Policy sets out the circumstances under which Same Ships Suppliers SL Ltd (company number 16319162), registered at 86–90 Paul Street, London, EC2A 4NE, will consider refund requests in relation to fees paid for our consultancy and business support services. We are committed to delivering high-quality services and will always seek to resolve concerns fairly and promptly.

2. Nature of Our Services

Our services are professional and consultancy-based in nature. Because we provide time, expertise, and resources upon engagement, fees paid for work already commenced or completed are generally non-refundable. This policy outlines the specific circumstances in which refunds or partial refunds may be granted.

3. Cancellation Before Work Commences

If you cancel an engagement before any work has commenced:

• Cancellation within 48 hours of signing an engagement letter: full refund of any advance payment, less any administrative costs incurred.
• Cancellation between 48 hours and 7 days of signing: 75% refund of any advance payment.
• Cancellation more than 7 days after signing but before work commences: 50% refund of any advance payment.

4. Cancellation After Work Has Commenced

Once work has commenced, fees are payable for all work completed up to the date of cancellation. If you have paid in advance:

• We will calculate the value of work completed based on our standard hourly or project rate.
• Any surplus advance payment beyond the value of work completed will be refunded within 14 business days.
• If the value of work completed exceeds the advance payment, you remain liable for the outstanding balance.

5. Service Dissatisfaction

If you are dissatisfied with the quality of our services, we ask that you contact us as soon as possible so that we can seek to resolve the issue. We take all complaints seriously and will endeavour to:

• Acknowledge your complaint within 2 business days
• Investigate the matter thoroughly and fairly
• Offer a remedial solution, partial refund, or credit note where appropriate
• Provide a full written response within 14 business days

Refunds for dissatisfaction are assessed on a case-by-case basis and are not automatically guaranteed. We will not issue refunds where the dissatisfaction arises from factors outside our reasonable control, including incomplete or inaccurate information provided by the client.

6. Non-Refundable Items

The following are non-refundable under any circumstances:

• Third-party costs incurred on your behalf (e.g. filing fees, courier costs, software licences)
• Fees for completed deliverables that have been accepted by you
• Retainer fees for periods already elapsed
• Rush or expedited service premiums

7. Refund Process

Approved refunds will be processed within 14 business days of the refund being agreed. Refunds will be issued via the same payment method used for the original transaction wherever possible. We reserve the right to issue refunds by bank transfer or credit note where the original payment method is unavailable.

8. Consumer Rights

Where you are a consumer (an individual acting outside the course of a business), you may have additional rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy is intended to limit or exclude any statutory rights you may have.

9. How to Request a Refund

To request a refund or raise a complaint, please contact us in writing at mihailschernovc@inbox.eu or by post to Same Ships Suppliers SL Ltd, 86–90 Paul Street, London, EC2A 4NE. Please include your name, the nature of the engagement, the date of payment, and the reason for your request.

10. Governing Law

This Refund Policy is governed by the laws of England and Wales. Any disputes arising from this policy shall be subject to the exclusive jurisdiction of the courts of England and Wales.