Terms & Conditions

1 · Who you are contracting with

At Gangway is the online store at Porto de Santos, São Paulo, Brazil. Orders are handled by the same people who run the counter — there is no marketplace between us and you.

Pending: registered company name, CNPJ and full registered address are to be published here before these terms are final. Ask us and we will send them today.

2 · Who can order

• You must be 18 or over. Tobacco and alcoholic ship's stores are sold only to adults, and we may ask for identification at handover.
• On-board delivery is for crew serving on a vessel calling at a port we list. Counter pickup in Santos is open to anyone who can collect in person.
• An account with your real name, rank, vessel and nationality is required. This is not marketing: goods delivered on board leave Brazil under an export regime and are declared to customs with those details. False information can cause the shipment to be seized.
• Keep your password to yourself. Orders placed from your account are treated as yours; tell us immediately if you think someone else got in.

3 · When the order becomes binding

Placing an order is an offer. The contract forms when we confirm your deposit payment by e-mail. Until that confirmation, nothing is reserved and either side can walk away.

4 · Prices, payment and errors

• Prices are shown in US dollars and include the duties applicable to the delivery channel you chose. Any R$ figure is a reference at the day's rate, not the amount charged.
• You pay a 30% deposit when you order. That is what reserves the stock and pays for the delivery slot.
• The remaining 70% is paid at the gangway, or at the counter, when you check the goods and sign for them.
• Card payments are processed by Stripe. We never see or store your card number.
• If a price is obviously wrong — a decimal in the wrong place, a USD 900 speaker listed at USD 9 — we will tell you before charging anything and you can confirm at the correct price or cancel with a full refund. We will not quietly charge you the higher amount.
• Some ports set a minimum order. It is shown in your cart and on Ports & delivery schedule.
• Whether the price is tax-free depends on the channel. Goods put on board under the ship's-stores export regime carry no Brazilian tax, but the regime requires the order to be settled against the vessel, in convertible currency, through its agent. Anything collected at our counter, or settled on your own card without that arrangement, is an ordinary Brazilian retail sale with Brazilian taxes in the price. The product page and the checkout say which one applies before you pay.

5 · Delivery

• The delivery day comes from the port grid, not from your vessel's ETA. Find your window on Ports & delivery schedule.
• We handle the customs paperwork for on-board delivery at no extra charge.
• Delivery on board depends on an accredited ship chandler and on the terminal granting access on the day. Neither is under our control.
• If your vessel stays alongside for less than the minimum shown for that port, delivery may not be possible. The order then becomes store credit or moves to counter pickup, your choice.
• Risk in the goods passes to you at handover. We photograph every delivery and the photo stays on your order page.

6 · If your vessel skips the port

The deposit becomes store credit for the full amount, held on your account and usable on any later call. Nothing is forfeited and you do not have to justify the diversion — schedules change, that is the trade. If you would rather have the money back than the credit, ask and we refund it.

7 · Your right to change your mind

Because you are buying at a distance, Brazilian consumer law (Código de Defesa do Consumidor, article 49) gives you seven calendar days to withdraw from the purchase, counted from the day you receive the goods — or from the day you place the order, if that is later. You do not have to give a reason.

• Tell us within those seven days, by e-mail or WhatsApp, and return the goods in the condition you received them.
• We refund everything you paid, including any delivery charge, by the same means you paid. No restocking fee.
• Two things this cannot cover, by their nature: perishable food once it has left our cold chain, and digital codes (eSIM, top-ups) once they have been issued or redeemed. Digital codes not yet redeemed can be cancelled and refunded.
• Before the goods leave our counter you can also simply cancel, and the deposit returns as store credit or as a refund, your choice.

8 · Faulty, wrong or missing goods

Separate from clause 7, and never replaced by it: if something arrives damaged, wrong or short, tell us at the gangway or the same day and we put it right — replacement, repair or refund. Brazilian law gives you 30 days for non-durable goods and 90 days for durable goods to report a defect that was not obvious at delivery. Manufacturer warranties apply on top of that, and we help you claim them.

If an item is out of stock when we pack, we remove it and the amount returns to your credit or your card. We never substitute a product without asking you first.

9 · What we are not responsible for

• Delays or cancellations caused by port strikes, weather, customs closures, terminal access decisions or your vessel's own schedule. In those cases you get credit or a refund, but not compensation beyond what you paid.
• Goods you carry across another country's border. Import rules at your next port are yours to check.
• Use of an item contrary to the manufacturer's instructions.

Nothing here limits our liability for our own fault, fraud, or anything Brazilian consumer law does not allow us to limit.

10 · Store credit

Credit from a diverted call, a removed item or the Captain referral programme is held on your account, does not expire, and is applied to the deposit of your next order. It is not transferable and cannot be exchanged for cash, except where it represents money you paid for goods you did not receive — in that case you can always ask for the money instead.

11 · Changes to these terms

We may update this text as the operation changes. The version in force for your order is the one published on the day you placed it, and the date at the top tells you which that is. Changes never apply retroactively to an order already confirmed.

12 · If we disagree

Write to us first — most things are settled the same day. Brazilian law applies. As a consumer you may also use consumidor.gov.br or your local PROCON, and you keep the right to bring a claim in the court of your own domicile. The precise wording of the jurisdiction clause is pending legal review.

13 · Contact

help@atgangway.com · At Gangway, Porto de Santos, São Paulo, Brazil. See also the FAQ, the delivery schedule and our Privacy Policy.