Refund & Cancellation Policy
Version 1.0 | Issue Date: January 14, 2026
1. General Policy Statement
At Sailor Force USA LLC and Sailor Force MX S.A de C.V, we are committed to offering high-quality marine services, original parts, and a transparent and fair experience for all our customers.
This Refund and Cancellation Policy establishes clear conditions under which cancellations, returns, and refunds are processed. Our goal is to resolve any concerns reasonably, maintaining customer trust and satisfaction.
Our principles:
- Fair treatment and clear communication
- Quality in workmanship, physical assets, and management
- Friendly and prompt resolution of any discrepancies
- Discretionary flexibility in exceptional cases to preserve long-term relationships
The established response time for refund and cancellation requests is 7 business days.
2. Sale of Physical Assets
2.1 General Return Conditions
We accept returns of physical assets purchased without installation within 15 days following the purchase date, provided that:
- The physical asset is unused, in its original packaging, and in resalable condition
- The original invoice or proof of purchase is presented
In these cases, the following will be issued:
- Full refund minus a 15% restocking fee
- Customer covers return shipping costs
2.2 Exceptions – Not Eligible for Return or Refund
- Special order physical assets (customer is informed and signs acknowledgment before ordering)
- Electrical, electronic, or sealed physical assets once the packaging is opened
- Used, installed, or manipulated physical assets
- Physical assets on promotion or clearance
2.3 Defective Physical Assets
- Reported within 15 days after receipt: replacement or full refund at no charge
- After 15 days: assistance with manufacturer’s warranty claim (replacement, not refund of original purchase)
3. Services
3.1 Cancellation Before Starting Work
- More than 24 hours before scheduled appointment: complete cancellation without charges
- Less than 24 hours before scheduled appointment: 100% cancellation fee of the total agreed upon in the Work Order applies
3.2 Cancellation or Stoppage After Starting Work
- No refund
- All labor for the hours agreed upon in the Work Order will be invoiced
3.3 Problems Related to the Service Performed After Completion
- More than 15 days after the service: outside the timeframe established by the company; warranty does not apply
- Less than 15 days after the service: within the timeframe established by the company; any resulting problems will be resolved at no additional cost
3.4 Conditions for Refund
No refund applies if:
- Customer is not satisfied with the cost after approving the quote
- Additional problems were discovered outside the original scope
- The problem recurs due to normal wear, lack of maintenance, or not following post-repair instructions
4. Vessel Management Services
4.1 General Terms
Specific details of the service, scope, billing, and commitments are established in the vessel management agreement signed by the customer.
4.2 Cancellation by Customer
- During the initial commitment period: no refund of fees already paid + possible early termination fee as stipulated in the agreement (30 days written notice required)
- After initial commitment: 30 days written notice required; services continue during the notice period with no additional termination fee
4.3 Refunds
- Full refund if Sailor Force did not perform contracted services or materially breached the agreement
No refund applies if:
- Customer decides not to continue
- Vessel required more maintenance than expected
- Weather conditions or lack of access prevented services
4.4 Temporary Suspension
Possible according to what is agreed in the signed agreement, with the conditions established therein.
5. Special Circumstances
- Force Majeure (hurricanes, natural disasters, government restrictions): services are rescheduled without charge or refund
- Customer Delays (lack of access, incorrect information): no refund
- Third-Party Services coordinated by Sailor Force: third party’s policies apply; coordination fee is non-refundable
6. Disputes and Escalation
Any discrepancy will initially be resolved internally and amicably, with a response time of 7 business days:
- Initial contact: information received on your invoice or quote
- In person
7. Exceptions and Goodwill Gestures
Sailor Force reserves the right to grant refunds, credits, or more flexible conditions at its discretion, especially for recurring or vessel management customers, to maintain a positive long-term relationship. These exceptions do not set precedent.
8. Modifications and Validity
We reserve the right to modify this policy at any time. Changes will be communicated by email to active customers and published at www.sailorforce.com. Transactions are governed by the version in effect at the time of the Work Order or agreement.
By contracting our services or purchasing physical assets, the customer acknowledges having read, understood, and accepted this Refund and Cancellation Policy, which forms an integral part of every Work Order and vessel management agreement.
Approved by:
Ing. Ahmed Hechevarria
CEO & Founder
Sailor Force USA LLC / Sailor Force MX S.A de C.V