Question 1

Why was I charged by Thomson Sails when I only requested a quote?

Accepted Answer

Thomson Sails will not usually charge your card for a simple quote, but they may take a deposit or pre-authorisation if you formally approve a job or place a custom sail order. If you provided card details to confirm a repair or new sail, a partial payment may have been processed when work commenced. Check your email for any order confirmations or deposit invoices from thomsonsails.com, and contact them with your name and boat details if you’re unsure what work was authorised.

Question 2

Does Thomson Sails use subscriptions or recurring billing?

Accepted Answer

Thomson Sails generally operates on a per-job basis, billing for specific sails, repairs, or services rather than ongoing subscriptions. You should not normally see monthly or recurring Thomson Sails charges unless you have arranged a structured payment plan or regular maintenance program directly with them. If you notice repeat charges, review your invoices and contact the loft to confirm whether they relate to staged payments for a large project or multiple approved jobs.

Question 3

What are typical amounts I might see from Thomson Sails on my statement?

Accepted Answer

Amounts can vary widely depending on the work: smaller card charges may reflect minor repairs, patches, or hardware replacements, while larger amounts usually relate to new custom sails, recuts, or multiple sail repairs on the same job. It is also common to see one charge for a deposit and another for the remaining balance when the sail is completed. Compare each amount to any written quotes or invoices you have received to understand what each transaction covers.

Question 4

How can I cancel or change a sail order or repair with Thomson Sails?

Accepted Answer

Because most of Thomson Sails’ work is custom or labour-based, cancellations need to be requested as early as possible. Once materials have been cut or significant work has begun, you may be liable for all or part of the quoted cost, and any deposits may be non-refundable. To change or cancel an order, contact them directly by phone or email (details on thomsonsails.com) with your job or quote number so they can confirm what stage the work is at and what options you have.

Question 5

How do I request a refund or dispute a Thomson Sails charge?

Accepted Answer

If you believe you have been charged incorrectly, contact Thomson Sails first with your invoice number, the date and amount of the charge, and any supporting documents. They can verify whether a duplicate payment was processed, an adjustment is needed, or a misunderstanding exists between an estimate and final invoice (for example, additional repair work discovered after inspection). Refunds, if approved, are generally processed back to the original payment method. Only if you cannot resolve the issue directly should you consider contacting your bank or card issuer to dispute the charge.

Question 6

Why do I see a pending or slightly different amount from Thomson Sails on my card?

Accepted Answer

You may see a pending or estimated amount if Thomson Sails placed a pre-authorisation on your card to secure a booking or confirm approval for work before final costs were known. Once the job is completed and the final invoice is issued, the pending amount is either captured as the final charge or released and replaced by a new charge for the exact total. Pending authorisations usually drop off within a few business days if not used; if a pending amount appears stuck, contact your bank and Thomson Sails for clarification.

Question 7

How can I get a copy of my Thomson Sails invoice or receipt?

Accepted Answer

Invoices and receipts are typically issued via email or provided when you collect sails or completed repairs. If you can’t locate yours, email or call Thomson Sails using the contact details on thomsonsails.com and provide your name, boat name, approximate date of service, and the last four digits of the card used. They can resend a copy of your invoice or receipt so you can match it to the charge on your statement.

Question 8

What should I do if I don’t recognise any work done by Thomson Sails?

Accepted Answer

First, check with anyone else who may have authority over your boat or card—such as a partner, family member, skipper, or marina/yard that might have arranged sail work on your behalf. It’s not uncommon for sail repairs or replacements to be organised through a third party. If no one recognises the transaction, contact Thomson Sails with the exact charge details (date, amount, and cardholder name) so they can look up the job. If they confirm no matching legitimate transaction under your details, follow your bank’s procedures for reporting suspected card fraud.

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