Contact information

Contents

1. Business Information

Messages are generally reviewed during normal business hours. Business hours describe our ordinary availability and are not a guarantee that every message will receive an immediate or same-day response.

Response time may vary based on the subject matter, travel, Trip operations, weekends, holidays, volume, Third-Party Provider involvement, or the need to investigate an order, payment, shipment, privacy request, safety matter, or dispute.

2. General Customer Support

For general questions concerning Neptune's Vanguard, the Site, Products, Services, policies, orders, Bookings, or customer accounts, contact support@neptunesvanguard.com or use another Company-supported communication method presented on the Site.

To help us respond efficiently, include:

• your full name;
• the email address or telephone number associated with the transaction;
• the applicable order, Booking, invoice, or transaction number when available; and
• a concise description of the question or issue.

3. Orders, Returns, Exchanges, and Shipping

For an order, return, exchange, replacement, delivery, or shipping matter, include your name, order number, contact information, and a concise description of the issue.

For a damaged, defective, incorrect, missing, or otherwise nonconforming Product, include the photographs, packaging information, tracking information, and other reasonable documentation described in our Return and Refund Policy and Shipping Policy.

A customer-support communication does not itself guarantee a refund, exchange, replacement, return authorization, delivery date, shipping reimbursement, cancellation, or other remedy.

4. Custom Orders and Projects

For custom apparel, branding, artwork, personalization, special-order Products, or other custom projects, include the applicable quote, invoice, order number, project name, or other transaction reference when available.

Proof approvals, design changes, production authorization, deposits, remaining balances, delivery requirements, and release of completed work are governed by the accepted transaction documents and Section 7 of the Terms of Service.

Changes requested after proof approval, procurement, production, customization, allocation, or fulfillment begins may not be possible and may result in additional charges where permitted by the accepted transaction terms.

5. Dive Trips and Participant Questions

For a Dive Trip, Booking, excursion, or Dive Activity, include:

• the Trip, Booking, or activity name;
• the departure date or activity date;
• the Participant's name;
• the applicable Booking or payment reference where available; and
• a concise description of the request.

Trip payments, cancellations, eligibility requirements, medical fitness, Third-Party Provider requirements, travel risks, insurance, and related Participant responsibilities remain governed by the Terms of Service, applicable Trip terms, participant agreements, and other relevant Policies.

6. Privacy Requests

Privacy questions and requests may be sent to support@neptunesvanguard.com.

Use a subject line such as:

• “Privacy Request”;
• “Privacy Opt-Out”;
• “Access Request”;
• “Correction Request”; or
• “Deletion Request.”

Describe the privacy right or request you wish to exercise. Identity, residence, account association, or authority verification may be required as described in our Privacy Policy and applicable law.

7. Legal and Dispute Notices

Formal legal notices, payment disputes, and informal dispute notices must satisfy the content, timing, and delivery requirements applicable to that notice.

For an Informal Dispute Notice governed by Section 29 of the Terms of Service, a notice to Neptune's Vanguard must be sent to both of the following:

A formal dispute notice should identify the claimant, applicable contact information, the relevant order, invoice, Booking, transaction, or account, the facts and legal basis of the dispute, reasonably available supporting documents, and the requested relief as provided in Section 29 of the Terms.

A written past-due payment demand that satisfies the requirements of Section 8.1 of the Terms may also satisfy the Company's Informal Dispute Notice requirements as provided in Section 29.2.

8. Emergency and Safety Communications

For an immediate medical, diving, boating, fire, law-enforcement, personal-safety, or other emergency, contact the appropriate local emergency authority, responsible dive operator, vessel crew, rescue provider, medical provider, or other emergency resource first.

For an active Trip or Dive Activity, follow the emergency procedures, operator instructions, emergency-action plan, insurance-assistance procedures, and contact information provided for that specific activity.

Neptune's Vanguard should be notified of a relevant incident as soon as reasonably appropriate after immediate emergency needs have been addressed.

9. Effect of Customer-Service Communications

Customer-service communications are intended to provide information, assistance, status updates, instructions, and ordinary transaction support.

Unless an authorized Company representative expressly confirms otherwise in an applicable written agreement, customer-service communications do not independently:

• modify the Terms of Service or another Policy;
• waive a payment obligation;
• guarantee a refund, exchange, replacement, cancellation, or credit;
• make an otherwise nonrefundable shipping charge refundable;
• guarantee a delivery, production, Trip, or activity date;
• waive a legal, procedural, jurisdictional, contractual, or evidentiary right;
• change an accepted custom-order proof or production authorization; or
• create legal, medical, insurance, immigration, tax, or other professional advice.

A written transaction-specific agreement or authorized modification may change an applicable transaction where permitted by the Terms and applicable law.

10. Governing Policies

Transactions and communications with Neptune's Vanguard are subject to the policies applicable to the subject matter involved, including:

This Contact Information Policy is intended to explain where and how to communicate with Neptune's Vanguard. It does not create a separate refund policy, shipping policy, privacy regime, payment rule, liability limitation, dispute process, or other independent contractual system.

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