Cancellation & Refund Policy

1. Scope

This policy explains how cancellations and refunds are handled for orders placed on the YachtProvision platform, operated by ITForge Ltd. It forms part of, and should be read with, our Terms of Use. Because provisioning orders are prepared specifically for a vessel and often involve perishable goods, cancellation by a vessel is only available before the supplier begins preparation. The Platform serves both business customers and, where a buyer orders as an individual outside their trade or profession, consumers; where you order as a consumer, section 9 applies.

2. How payment works

When a vessel places an order, the full amount (the supplier's price plus applicable VAT, plus the 15% platform service fee) is charged immediately to the vessel's payment method through our payment provider, Stripe. The payment is split at the moment it is taken: the supplier's share is paid into the supplier's own Stripe account, and only the platform service fee is retained by the platform.

If an order is cancelled before delivery is confirmed, that split is unwound — the supplier's share is reversed and returned to the vessel together with the rest of the refund, according to the rules below.

3. Cancellation by a vessel

• Before the supplier begins preparation (order status paid or accepted) — the vessel may cancel in the app. The order amount is refunded and the 15% platform service fee is retained, as it covers payment-processing and handling costs already incurred (see section 5). The exact refund and the exact fee are shown before the cancellation is confirmed.
• Once preparation has begun (order status preparing or ready for delivery) — cancellation is no longer available to the vessel in the app, because the supplier has committed work and materials. If circumstances have changed, contact the supplier through the order chat: the supplier can cancel the order, and where they do the vessel receives a full refund including the service fee (see section 4). Our support team can also review the order.
• After delivery is confirmed — the order is complete and is not generally refundable, except where goods are faulty, not as described, or otherwise defective (see section 6).

4. Cancellation by a supplier

If a supplier cancels an order they have accepted — for example because stock is unavailable, or because the vessel's plans changed after preparation had already begun — the vessel receives a full refund of the entire amount charged, including the service fee, and no cancellation fee is charged to the vessel. This applies at any stage before delivery is confirmed, including while an order is preparing or ready for delivery. The same applies where the platform cancels an order. Repeated supplier-initiated cancellations may affect a supplier's standing on the Platform.

5. Cancellation fees

The only amount ever withheld from a refund is the platform service fee (15% of the order amount, plus VAT on that fee where applicable), and it is withheld only when the vessel cancels its own paid order before preparation begins. It covers payment-processing and handling costs the platform has already incurred and cannot recover, and it is retained by the platform — the supplier receives no payout for a cancelled order and their funds are reversed in full. No fee is withheld when the supplier or the platform cancels: those cancellations are refunded in full, service fee included. There is no preparation fee and no other cancellation charge. The refund amount and any retained fee are shown in the app, in your currency, before you confirm a cancellation.

6. Non-delivery, shortages & defective goods

If an order is not delivered, arrives incomplete, or the goods are defective or not as described, the vessel should raise the issue promptly through the app — ideally at the QR handover or within 24–48 hours of delivery. Where the claim is upheld, the vessel is refunded in full or in part, as appropriate, and the supplier's payout is adjusted accordingly.

7. Refund method & timing

Refunds are issued to the original payment method via our payment provider, Stripe. Once approved, refunds are typically initiated immediately; the time for the money to appear depends on the provider and the vessel's bank or card issuer, and is usually within 5–10 business days. The platform service fee is refunded together with the order amount whenever the cancellation is initiated by the supplier or by the platform, and in any case where a claim under section 6 is upheld.

8. Disputes

If a supplier and a vessel disagree about a cancellation or refund, either party may escalate to us. We will review the order record, the QR handover status, and any evidence provided, and make a reasonable determination. This does not limit any statutory or consumer-protection rights you may have.

9. If you order as a consumer

Where you place an order as an individual acting outside your trade, business or profession, you are a consumer, and the mandatory consumer-protection law of your country of residence applies to your order in addition to this policy and our Terms of Use. Nothing in this policy or in our Terms of Use removes or limits those rights, and where any term here gives you less than that law requires, that law prevails. In particular, your statutory rights in respect of goods that are faulty, incomplete or not as described are unaffected by section 6, and your right to a refund where we or the supplier cancel is unaffected by section 5. Provisioning orders are supplied to a vessel for a specific agreed delivery window and generally consist of perishable or vessel-specific goods, so the distance-selling right of withdrawal does not normally apply to them; if you believe it applies to your order, contact us and we will deal with your request under the applicable law. If you are resident in the EU, you may also raise a complaint with your national consumer authority.

10. Contact

For help with a cancellation or refund, contact contact@itforge.uk. We may update this policy; the "last updated" date reflects the current version.