Complaints & Dispute Policy – Bargedesk

Effective Date: 01-05-2025

At Bargedesk, we take all complaints seriously and are committed to handling them in a fair, transparent, and timely manner. This policy outlines how members and users of the Bargedesk platform can submit a complaint and how we investigate and resolve such matters.

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1. Submitting a Complaint

To ensure proper handling, a complaint must be submitted in writing and clearly designated as a formal complaint. The complainant must provide:

• A detailed description of the issue

• The nature of the complaint

• Any relevant supporting documents, communications, or evidence

Formal complaints should be submitted by email to: contact@bargedesk.com

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2. Acknowledgement of Complaints

Bargedesk will acknowledge receipt of all formal complaints in writing within five (5) business days.

Each complaint will be assigned to a designated member of our team for investigation and resolution.

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3. Complaint Resolution Timeline

Bargedesk aims to resolve complaints within twenty (20) business days of receipt. The response will include:

• A summary of findings

• Any actions taken or proposed by Bargedesk

• Clarification of your options if you disagree with the outcome

If more time is needed to investigate, we will inform you within the 20-day period and provide an expected timeframe for resolution.

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4. Escalation to Independent Review

If you are dissatisfied with the way your complaint has been handled, you may escalate the matter to an independent third-party reviewer within twenty-five (25) business days of receiving our final response.

The reviewer will investigate the matter independently and issue a written conclusion. This process is designed to ensure transparency and impartiality in exceptional or unresolved cases.

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5. Complaints Related to AIS Data

Bargedesk provides AIS-based data and vessel movement insights via third-party sources. These datasets are considered operational and non-personal in nature.

We do not accept complaints concerning:

• The visibility or display of AIS data

• The public status of vessel movements

• The accuracy of AIS signals beyond our control

If you believe AIS data displayed is factually incorrect, you may notify us. We will investigate whether the data can be corrected by the third-party provider. However, we cannot guarantee modification or removal of such data unless it poses a legal or technical issue within our platform.

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6. Retention of Complaints

Bargedesk will retain all records relating to submitted complaints for a minimum period of five (5) years. These records will be:

• Stored securely

• Used for process improvement

• Made available for review in case of regulatory inquiry or legal dispute

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7. Governing Law

This Complaints & Dispute Policy shall be governed by and construed in accordance with the laws of the Netherlands. Any unresolved disputes shall fall under the jurisdiction of the competent courts in Breda, the Netherlands.

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8. Contact

For any questions about this policy or to submit a complaint, please contact us at:

contact@bargedesk.com

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