Refund Policy
1. General Refund Principle
Top Marina will review refund requests fairly, reasonably, and according to the actual stage of the service, the work completed, the materials committed, and the nature of the client’s request. Because marine work often involves inspection, mobilization, scheduling, custom materials, and third-party coordination, refund decisions may vary depending on what has already been done.
Where required by law and where a service has not been performed appropriately, Top Marina may inspect the issue, re-perform the service, correct the affected area, offer a partial refund, or provide a full refund where appropriate.
2. Inspection and Call-Out Fees
Inspection fees, assessment charges, mobile service attendance charges, towing review fees, and consultation visit costs are generally non-refundable once the visit or inspection has already taken place, because the professional service time, travel, coordination, and evaluation have already been provided.
If Top Marina cancels the inspection before attendance and no replacement arrangement is agreed, a refund of the relevant prepaid inspection fee may be considered.
3. Deposits and Advance Payments
Top Marina may require deposits or advance payments for booking confirmation, material ordering, scheduling, custom fabrication, on-site mobilization, or project commencement. A deposit helps reserve service capacity and confirm the client’s commitment to proceed.
Deposits may be non-refundable in full or in part where materials have already been ordered, fabrication has begun, labor has been allocated, or third-party costs have already been incurred. If no work has started and no significant cost has been incurred, a refund may be considered depending on the circumstances.
4. Client Cancellations
If a client cancels a service before work begins and before any custom materials or special-order parts are committed, Top Marina may refund the paid amount less any inspection, administration, or confirmed booking costs.
If cancellation happens after materials are ordered, work has started, or third-party expenses have already been incurred, the refund may be reduced accordingly. For custom-made work, fabrication, upholstery, flooring, stainless steel name/logo projects, and refurbishment jobs, refunds are generally limited once production or project execution has started.
5. Non-Refundable Cases
Unless required by law, the following are generally non-refundable once started or incurred:
- completed inspections or attendance visits
- towing dispatch and mobilization
- custom fabrication
- custom stainless steel logo or boat name work
- special-order materials and parts
- custom upholstery and flooring materials
- completed labor hours
- third-party haul-out, yard, marina, or supplier charges already paid
This is particularly relevant to Top Marina’s project-based marine service model, which includes custom, technical, and made-to-order work across multiple service categories.
6. Refunds for Service Quality Concerns
If a client believes a service was not performed appropriately, the client should notify Top Marina in writing as soon as reasonably possible. The request should include the invoice reference, vessel details, service date, description of the issue, and supporting photos or video where available.
Top Marina may first review and inspect the issue. Depending on the service type and the circumstances, the company may re-perform the relevant part of the service, correct the workmanship, offer a partial refund, or issue a full refund where required or where correction is not a practical solution. This approach is aligned with Qatar consumer protection expectations for service providers.
7. Cases Where Refunds May Be Reduced or Refused
A refund may be reduced or refused where the issue results from hidden damage, pre-existing vessel condition, client interference after completion, third-party alteration, misuse, failure to follow care guidance, unsafe access conditions, incorrect information supplied by the client, or matters outside the approved work scope.
8. Parts and Materials
For unused standard items supplied by Top Marina but not yet installed, a refund may be considered if the item remains unused, is in resalable condition, and can be accepted back by the supplier where required. Special-order parts, imported items, paints, coatings, sealants, consumables, installed items, and custom-cut materials are generally not refundable.
9. Project-Based Services
For larger jobs such as refurbishment, painting, fabrication, flooring, upholstery, or multi-stage repair work, refunds are assessed according to the project stage. Completed stages are generally non-refundable. In-progress stages may be partially refundable only after deduction of completed labor, materials, and committed costs. Future stages not yet started may be refundable depending on what has already been booked or ordered.
10. Towing and Mobile Service Refunds
For towing or mobile marine services, refunds are generally not available once the team has been dispatched or the service window has started. If service cannot proceed because the client is unavailable, the location is inaccessible, conditions are unsafe, or incorrect information was provided, attendance and mobilization fees may still apply.
If Top Marina cannot attend for reasons solely within its control and no alternative arrangement is provided, a refund of the relevant prepaid attendance or towing fee may be considered.
11. Refund Processing
If a refund is approved, Top Marina will process it within a reasonable period using the original payment method where possible, or another mutually agreed method. Timing may depend on banking processes, card providers, finance approval, and third-party payment channels.
12. How to Request a Refund Review
To request a refund review, the client should contact Top Marina and provide:
- full name
- invoice number
- vessel details
- date of service
- reason for the request
- supporting images, videos, or correspondence where available
This helps Top Marina review the request properly and respond with the most accurate outcome.
13. Governing Law
This Refund Policy shall be interpreted in accordance with the laws and regulations applicable in the State of Qatar. Nothing in this policy is intended to limit any non-waivable right available under applicable Qatar law.
14. Need Support with a Refund or Service Review?
If you have concerns about a payment, booking, or completed service, please contact Top Marina with your service details so our team can review the matter properly and assist you fairly.