Refund & Cancellation Policy

This Refund & Cancellation Policy sets out the terms under which refunds may be granted, how they are processed, and the conditions under which cancellation is permitted.

PRIMGAZ SP Z O.O. — Refund & Cancellation Policy

At PRIMGAZ SP Z O.O., we strive to provide reliable, secure, and transparent storage, terminal, and logistics services for petroleum, refined products, and related materials. This Refund & Cancellation Policy sets out the terms under which refunds may be granted, how they are processed, and the conditions under which cancellation is permitted.

This policy applies to payments made directly to PRIMGAZ SP Z O.O. in relation to the following services (unless otherwise contractually agreed):

  • Tank storage / lease of storage capacity
  • Terminal / handling / transshipment services
  • Pipeline, road, or rail logistics services (where PRIMGAZ is the direct service provider)
  • Consultancy, technical services, or project management associated with the above.

This policy does not necessarily extend to payments made to third-party contractors or subcontractors, unless explicitly stated in the service agreement.

By entering into any service agreement or paying in advance for services, you (the Client) agree to abide by the terms of this policy.

General Refund Conditions

Refunds may be considered only under the circumstances described below, subject to verification and approval.

Service Not Rendered

A full or partial refund may be issued if:

  • The Client has paid in advance, but PRIMGAZ fails to deliver the contracted service due to operational inability, internal fault, or other controllable failures.
  • The contracted service becomes technically or logistically impossible to execute (for instance, due to safety restrictions or regulatory constraints), and no feasible alternative is provided.

Overpayment or Duplicate Payments

If a Client inadvertently overpays (e.g. duplicate bank transfer, invoicing error, or clerical mistake), the excess amount will be refunded in full upon verification.

Non-Performance by Client or Failure to Deliver Feedstock

If the Client is supposed to inject or deliver a certain quantity of product to a designated tank or facility, and fails to do so, the following may apply:

  • If no product is injected/delivered by the deadline and no usage of storage has occurred, the Client may request a refund of the tank booking/lease fees paid, subject to negotiation.
  • If partial injection or utilization has occurred, the refund (if any) will be prorated based on usage, after deducting any applicable fees.

Cancellation by Client — Before Service Start

If the Client cancels a confirmed service at least X (e.g. 7) business days before the scheduled start date:

  • A refund may be granted, but administrative and preparatory costs (e.g. mobilization, procurement, scheduling) may be retained (for example, 15–25% of the fee).
  • The refundable portion (i.e. paid amount minus non-refundable costs) will be returned in accordance with Section 5 below.

Cancellation After Service Commencement

Once operations, handling, logistics, or mobilization have commenced (e.g. tank is reserved, pipelines hooked, berthing booked, etc.), no refund will be granted unless explicitly provided for in the contract.

Non-Refundable Scenarios

Refunds will not be issued under the following conditions:

  • Change of mind, change of business strategy, or internal budget change by the Client after service confirmation.
  • Delays or cancellations caused by third-party actions, force majeure, regulatory restrictions, port authority decisions, or unforeseen events beyond PRIMGAZ’s control.
  • Provide of incorrect, incomplete, or misleading information by the Client.
  • Client’s failure to meet required preconditions (e.g. documentation, pre-notifications, permits).
  • Partial non-utilization of capacity that is contractually reserved (unless explicitly agreed).
  • Cancellation requests made after the contractually stipulated cancellation period.

Refund Request Procedure

To initiate a refund request, the Client must follow these steps:

Submission

Send a formal refund request to info@primgazspzoo.pl with subject line:
Refund Request – [Your Company Name] – [Contract / Invoice Number]

Required Documentation

Your request must include:

  • Full legal name of Client company, address, contact person.
  • Contract reference, invoice number, service order number
  • Proof of payment (bank transfer confirmation, receipt, SWIFT reference, etc.)
  • Clear description of the reason for refund
  • Any supporting documents (e.g. correspondences, notices, operational logs)

Internal Review

Your request must include:

  • PRIMGAZ’s operations and finance teams will review the refund request within 7–10 business days.
  • If additional information is required, we will contact you.
  • A decision will be issued in writing (approved or denied).

Appeal

If the Client disagrees with the decision, an appeal may be submitted in writing within 5 business days of the decision, providing additional evidence or justification. The appeal will be reviewed by senior management and responded to within 10 business days.

Processing & Reimbursement

  • Approved refunds will be issued via the original payment method (bank transfer or invoice credit), unless otherwise agreed.
  • Please allow 5–15 business days for the refund to reflect in your account, depending on banking institutions or international transfers.
  • Any bank fees, currency conversion charges, or intermediary transfer costs are to be borne by the recipient

Prevention & Fraud

PRIMGAZ reserves the right to reject refund requests which appear fraudulent, manipulated, or lacking supporting documentation. False claims may lead to:

  • Immediate termination of service agreements
  • Legal action to recover any damages or losses
  • Blacklisting or restriction from future business dealings with PRIMGAZ

Policy Amendments

This Refund & Cancellation Policy may be updated or modified from time to time. Any changes will be published on this page of our website, and will take effect immediately upon posting. Clients are encouraged to review this policy periodically. Continued use of our services after changes means acceptance of the revised policy.