Refund Policy

Last Updated: May 14, 2026

1. Introduction

We are committed to providing our customers with a transparent and fair refund process. This policy outlines your rights and our obligations regarding refunds, cancellations, and exchanges for ferry travel bookings made through our website, irishsferries.org. This policy is governed by Irish law, including the Consumer Rights Act 2022, the Package Travel and Linked Travel Arrangements Regulations 2019, and relevant European Union consumer protection regulations.

We encourage all passengers to review this policy at the time of booking to ensure full understanding of the terms that apply to their reservation.

2. Eligibility for Refunds

You may be eligible for a full or partial refund under the following conditions:

• Your booking was made directly through irishsferries.org.
• The cancellation request is submitted within the required timeframe as outlined in Section 3 of this policy.
• The travel service has not yet been rendered or commenced.
• The booking meets the specific fare conditions associated with the ticket type purchased.
• A valid booking reference number is provided at the time of the refund request.
• The request is made by the lead passenger or the person who completed the original booking.

Refund eligibility may also arise in the following circumstances:

• Cancellation of a sailing by the ferry operator due to adverse weather conditions, technical faults, or force majeure events.
• Significant changes to the scheduled departure time or route by the operator.
• Failure to deliver the booked service as described at the time of purchase.

3. Refund Request Timeframes

The timeframe within which you submit your refund request will significantly affect your entitlement. The following schedule applies:

4. Non-Refundable Items and Services

Certain elements of your booking are non-refundable regardless of the cancellation notice given. These include:

• Booking and administration fees: All service charges and booking fees applied at the time of reservation are non-refundable.
• Special promotional or discounted fares: Fares purchased under promotional offers, advance purchase deals, or flash sale pricing are typically non-refundable unless otherwise stated at the time of booking.
• On-board extras and add-ons: Pre-purchased meals, cabin upgrades, entertainment packages, or pet travel arrangements are non-refundable once the booking is confirmed.
• Travel insurance premiums: If travel insurance was purchased through our platform at the time of booking, the premium is non-refundable.
• No-show bookings: Passengers who fail to check in for their sailing without prior cancellation notice will not be entitled to any refund.
• Port taxes and surcharges: These may be subject to partial or no refund depending on the applicable port authority rules.

5. How to Request a Refund

To submit a refund request, please follow the step-by-step process outlined below:

1. Step 1 – Gather Your Booking Information: Before contacting us, ensure you have the following details readily available:
   • Your unique booking reference number
   • The name of the lead passenger on the booking
   • The original travel date and route
   • The email address used at the time of booking
   • Proof of payment (e.g., bank statement or payment confirmation email)
2. Step 2 – Submit Your Request: Contact our customer support team via one of the following methods:
   • Email: [email protected]
   • Website: www.irishsferries.org

   Please include the subject line "Refund Request – [Your Booking Reference]" when sending an email to ensure prompt processing.

3. Step 3 – Await Acknowledgement: Upon receipt of your request, you will receive an acknowledgement email within 2 business days confirming that your request has been received and is under review.
4. Step 4 – Review and Assessment: Our refund team will assess your request against the applicable fare conditions, cancellation timeframes, and eligibility criteria outlined in this policy. This review process typically takes 5 to 7 business days.
5. Step 5 – Refund Decision: You will be notified by email of the outcome of your refund request. If approved, the refund will be processed to your original payment method within the timeframes specified in Section 6.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to appear in your account will depend on the original payment method used:

Please note that while we process refunds promptly on our end, the actual time for funds to appear in your account may also depend on the policies and processing times of your individual bank or payment provider. We are not responsible for delays caused by third-party financial institutions.

7. Partial Refunds

A partial refund may be issued in the following circumstances:

• Cancellation requests submitted within the tiered timeframes outlined in Section 3 above.
• Where only a portion of the booking is cancelled (e.g., one passenger from a group booking cancels while others continue to travel).
• Where a service was partially delivered and an issue arose that affected only part of the journey.
• Where a booking includes a mix of refundable and non-refundable elements, a partial refund will be issued for the eligible portion only.

All partial refund amounts will be clearly communicated to you in writing before processing. You will have the opportunity to accept or dispute the partial refund offer within 5 business days of notification.

8. Exchange and Amendment Policy

We understand that travel plans can change. Where a full refund may not be available, we offer the following options to eligible customers:

8.1 Date Changes

Passengers may request to change the date of their travel to an alternative sailing on the same route, subject to availability. Date changes may be made free of charge if the request is submitted more than 30 days before departure. Requests made within 30 days of departure may be subject to an amendment fee, and any fare difference between the original booking and the new sailing date must be paid by the passenger.

8.2 Route Changes

Route changes are subject to availability and may require payment of any applicable fare difference. Route change requests must be submitted at least 14 days before departure. Changes requested within 14 days of departure may not be accommodated, and the original booking terms will apply.

8.3 Passenger Name Changes

Name changes may be permitted in limited circumstances, such as in the event of a spelling error. Transferring a booking to an entirely different person is subject to approval and may incur an administrative fee. Please contact us at [email protected] to discuss your requirements.

8.4 Travel Vouchers

Where a cash refund is not available due to fare conditions, we may offer a travel voucher of equivalent value, valid for 12 months from the date of issue. Vouchers may be used toward future bookings made through irishsferries.org and are non-transferable and non-exchangeable for cash.

9. Cancellation Policy

9.1 Cancellations by the Customer

If you wish to cancel your booking, you must notify us as soon as possible. The refund entitlement for customer-initiated cancellations is governed by the tiered schedule in Section 3. All cancellation requests must be submitted in writing via email to [email protected] or through the cancellation portal on our website. Verbal cancellations will not be accepted.

9.2 Cancellations by the Operator

In the event that a sailing is cancelled by the operator due to circumstances including but not limited to severe weather, technical issues, industrial action, or force majeure, you will be entitled to either:

• A full refund of the amount paid for the cancelled sailing; or
• Re-accommodation on the next available sailing on the same route at no additional cost.

We will endeavour to notify affected passengers as soon as possible via the contact details provided at the time of booking. Compensation for consequential losses (such as accommodation or onward travel costs) arising from operator-initiated cancellations may be considered on a case-by-case basis in accordance with EU Regulation No. 1177/2010 concerning the rights of passengers when travelling by sea and inland waterway.

9.3 Force Majeure

In exceptional circumstances beyond our reasonable control — including but not limited to natural disasters, pandemics, government-imposed travel restrictions, acts of war, or civil disturbances — standard cancellation terms may be amended. We will communicate any changes to our policy in such circumstances as promptly as possible.

10. Dispute Resolution

We are committed to resolving any refund-related disputes in a fair and timely manner. If you are dissatisfied with the outcome of your refund request, please follow the escalation process below:

1. Step 1 – Internal Complaint: Submit a formal complaint in writing to [email protected] with the subject line "Formal Complaint – Refund Dispute – [Booking Reference]". Please include a detailed explanation of your concern and any supporting documentation. We will acknowledge your complaint within 3 business days and aim to provide a resolution within 15 business days.
2. Step 2 – Alternative Dispute Resolution (ADR): If you are not satisfied with our response to your formal complaint, you may refer your dispute to an approved Alternative Dispute Resolution body. In Ireland, consumer disputes may be referred to the Competition and Consumer Protection Commission (CCPC) or through the EU Online Dispute Resolution (ODR) Platform available at https://ec.europa.eu/consumers/odr.
3. Step 3 – Legal Action: You retain the right to pursue the matter through the Irish courts system if ADR does not resolve the issue to your satisfaction. This policy does not limit or waive any statutory rights you may have under Irish or EU consumer protection law.

11. Your Statutory Rights

Nothing in this Refund Policy is intended to override, limit, or exclude any rights you may have under Irish or European Union consumer protection legislation, including but not limited to:

• The Consumer Rights Act 2022
• The Sale of Goods and Supply of Services Act 1980
• The Package Travel and Linked Travel Arrangements Regulations 2019 (S.I. No. 80 of 2019)
• EU Regulation No. 1177/2010 on the rights of passengers travelling by sea and inland waterway
• The European Communities (Unfair Terms in Consumer Contracts) Regulations 1995

12. Changes to This Policy

We reserve the right to update or amend this Refund Policy at any time. Any changes will be published on our website at www.irishsferries.org with the updated effective date. It is your responsibility to review this policy periodically. The version of this policy in effect at the time of your booking will govern your refund entitlements.

13. Contact Us

If you have any questions about this Refund Policy, wish to submit a refund request, or need further assistance, please contact our customer support team using the details below: