Terminal Storage Services Refund Policy

Sampling & Terminal Support B.V. Terminal Storage Services Refund Policy

At STS B.V , with global operations across Rotterdam, Houston, and Singapore, we maintain a customer-focused refund policy that balances fairness with operational realities in petroleum storage. Our policy applies to all hydrocarbon products including crude oil, refined fuels, LNG, LPG, and petrochemicals.

Charges commence immediately upon product injection ("first drop") into your allocated tank. This precise measurement ensures you only pay for actual storage utilization. Our automated monitoring systems provide real-time verification of product entry, with timestamps recorded for billing accuracy.

Full refunds are available only when contracted storage tanks remain completely unused - verified as "clean, dry, and gas-free" by our inspection team. This status must be maintained throughout the contracted period with no product introduced. For partially used tanks, we prorate refunds based on unused capacity after deducting a 15% minimum capacity reservation fee, which covers terminal opportunity costs and operational overhead.

Clients initiate refunds by submitting a formal request through our client portal or via certified email. Our operations team then conducts a three-step verification: electronic log review, inventory system audit, and physical tank inspection if discrepancies exist.

Verified refunds are processed within 30 calendar days, though international bank transfers may require additional clearing time. The refund will be issued to the original payment source unless alternative arrangements are documented in writing.

All refunds are subject to a €2,500 administrative processing fee per tank. Minimum contract durations (typically 30-90 days depending on product type) must be fulfilled before refund eligibility begins. Special circumstances such as force majeure events or government interventions may require case-by-case evaluation by our risk management team.

This policy reflects our dual commitment to operational integrity and client partnership in the dynamic global petroleum storage market. For complete terms, please consult your account manager.

Policy updated: January 2025 | Subject to change with 30 days notice

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