Refunds, postponement, and deposits
These rules apply to harbour activity studies, berth occupancy reviews, tide-window briefings, and vessel-call reports. They do not describe shop goods, subscriptions, or carriage of parcels, because we do not sell those.
Eligibility
A refund is considered against the letter of engagement and invoices actually paid. Verbal conversations do not create a fee to refund. Starting prices on the rates page are not charges until you have a letter.
Timeframe
Ask in writing to hello@content-craftline.click within 14 days of the event you rely on (for example a cancelled on-quay week, or delivery of a draft you reject for a scoped reason). We reply within 10 working days.
Full refund
If we have not started reading your logs and no on-quay day has been reserved, fees paid are returned in full. If we cancel because we cannot attend a agreed quay day and cannot offer another date within 28 days, fees for unused work are returned in full.
Partial refund
If transcription or charting has begun, we invoice for time already spent at the day rate stated in the letter and refund the remainder of the deposit or fee. If you postpone an on-quay week with fewer than 10 working days’ notice, travel booked in your name may be deducted if it cannot be recovered.
Non-refundable items
Bound copies already printed, courier costs to the harbour office, and lock or induction fees charged by the harbour are not refundable once incurred. A crane-cycle overlay that has been drawn is charged even if you later decide not to bind it.
Process
Write with the commission name, the harbour, and whether you wish to cancel, postpone, or dispute a draft. We confirm what work has started. Refunds are made to the account or card that paid, within 14 working days of agreement. We do not refund in cash at 71 Southend Avenue, Blackstone, BN5 8JN, United Kingdom.
Cancellation and rescheduling
You may postpone on-quay days once without a fee if you give 10 working days’ notice. A second postponement may be charged at £150 plus any irrecoverable travel. If a lock is closed or a sailing is cancelled by the harbour, we reschedule without that administration fee; unused hotel nights may still be deducted if already booked with your agreement.
Deposits
The 30 percent deposit holds the on-quay days. It is credited to the final invoice. It is refundable under the full-refund rule above and otherwise treated as a partial-refund calculation.
No-show
If our nominated person arrives at the agreed quay and your contact is absent without notice, that day is charged. We will still attempt a briefing by telephone for the records already gathered.
Work already started
Draft charts remain our property until paid. If you cancel after a draft is issued, you may keep the draft only if the invoice for work to date is paid; otherwise the draft must be destroyed and not circulated to a committee.
Materials
Paper, binding, and printing for copies you requested are charged at cost and are not returnable.
Exceptions
If we are in material breach of the scoped briefing (for example delivering charts for the wrong harbour or omitting a berth named in the letter), you may refuse the draft and receive a full refund of fees paid for that commission, or ask us to redraw at our expense. Weather that prevents a lock transit is not a breach by either of us; we reschedule the on-quay hours.
Contact for refund requests
Content Craftline, 71 Southend Avenue, Blackstone, BN5 8JN, United Kingdom. Telephone 07788781919. Email hello@content-craftline.click.