Maritime SupportAgencyCancellation & refunds
Pay for a defined service—not a promise.
This policy separates MSA consultancy fees from third-party charges and explains what happens when a service is cancelled, delayed, refused, or not delivered.
Version refunds-2026-08-22 · Effective 22 August 2026MSA fees pay only for the consultancy work described in an accepted Service Order. They do not purchase a certificate, admission, visa, job, sea-time placement, authority decision, or guaranteed completion date.
1. Written quote before payment
Before paid work starts, MSA should provide a durable quote or Service Order identifying the service, deliverables, agency fee, currency, taxes where applicable, known third-party charges, payment schedule, expected start, and important dependencies. No employee or partner may substitute an undocumented personal payment instruction.
2. Agency fees and third-party charges
Agency fees compensate MSA for its work. Official, school, medical, travel, courier, translation, accommodation, or other provider charges belong to the relevant third party. MSA will identify known non-refundable charges before commitment and obtain authority before paying them. A refund from MSA cannot exceed money MSA actually received and still controls, except where law or MSA's breach requires otherwise.
3. Cancellation before work begins
If the client cancels before MSA starts work or commits an authorised third-party cost, MSA will refund the agency fee paid for that unstarted service, less only a lawful and previously disclosed payment-processing charge if applicable.
4. Cancellation after work begins
If the client requests immediate performance and later cancels, MSA may retain a reasonable, proportionate amount for work properly performed up to cancellation and authorised non-recoverable third-party costs. MSA will provide a work summary and cost calculation on request. Any remaining balance will be refunded.
5. Consumer cooling-off rights
Where distance-contract consumer law provides a cooling-off period, MSA will honour it. If a client expressly asks MSA to begin during that period, the client may still owe a proportionate amount for service properly supplied before cancellation. A right is lost only where applicable law permits it and the required express request and acknowledgement were obtained.
6. Third-party refusal or delay
A refusal, changed requirement, missed intake, employer decision, or authority delay does not automatically mean MSA failed to perform its own work. MSA will refund any unused, recoverable third-party balance it controls and assess the agency portion against the work actually promised and performed. MSA will not keep a fee for a material deliverable it failed to provide without lawful justification.
7. MSA cancellation
If MSA cancels for reasons not caused by the client, MSA will refund fees for unperformed work and any recoverable third-party money it controls. If MSA ends the service because of forged documents, unlawful instructions, abuse, sanctions risk, material non-cooperation, or non-payment, charges for completed work and committed costs remain due, subject to mandatory law.
8. Recruitment and placement
MSA will not retain or disguise a fee that applicable maritime labour law prohibits charging to a seafarer for recruitment, placement, or employment. A prohibited fee must be returned and the compliance issue escalated. Genuine optional consultancy must remain separate from access to employment.
9. Refund request process
Submit the account email, Service Order or case number, payment date, amount, reason, and preferred lawful refund route through the contact channel. Do not submit card details. MSA should acknowledge the request within 3 business days, investigate promptly, and communicate the calculation and decision in a durable form. Approved refunds should normally be initiated within 10 business days, although banks and payment providers may take longer.
10. Chargebacks and complaints
A client should use the complaint route before starting a payment dispute where safe and practical, so MSA can investigate. Nothing in this policy removes a lawful chargeback, consumer remedy, or right to complain to a competent authority.
Questions or rights requests
Contact MSA through the protected enquiry route.
Use the contact form for legal, privacy, cancellation, or complaint matters. Do not include passport numbers, medical information, or document copies in the public form.
Contact the agency