Refund Policy

Last Updated: May 18, 2026

1. Introduction

At irishz-ferries.com, we are committed to providing our customers with a transparent and fair refund process. We understand that travel plans can change unexpectedly, and we aim to accommodate our passengers as reasonably as possible in accordance with Irish consumer protection law, including the Consumer Rights Act 2022, the Package Travel and Linked Travel Arrangements Regulations 2019 (S.I. No. 80 of 2019), and applicable European Union regulations governing passenger rights in maritime transport.

This policy outlines the conditions under which refunds are granted, the processes for requesting them, applicable timeframes, and any exceptions or non-refundable scenarios. If you have any questions regarding this policy, please contact us using the details provided at the end of this document.

2. Eligibility Conditions for Refunds

You may be eligible for a full or partial refund in the following circumstances:

• You cancel your booking within the permitted cancellation window as defined in Section 5 of this policy.
• Your sailing is cancelled by us due to operational, technical, weather-related, or safety reasons.
• There is a significant change to your scheduled departure time (typically defined as a change of more than 90 minutes) that you do not accept.
• You are unable to travel due to a documented medical emergency (supporting documentation may be required).
• A bereavement in your immediate family prevents travel (supporting documentation required).
• The service purchased does not match the description provided at the time of booking, constituting a breach of contract under the Consumer Rights Act 2022.
• You exercise your statutory 14-day cooling-off right for distance contracts, where applicable under EU Consumer Rights Directive (2011/83/EU), subject to the exceptions below.

Please note that the 14-day cooling-off period typically applies to distance contracts; however, under Regulation 28(1)(l) of the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013, this right may not apply to transport services where a specific date or period of performance has been agreed at the time of booking.

3. Non-Refundable Items and Services

The following items and services are generally non-refundable:

• Booking fees and administration charges applied at the time of reservation.
• Special promotional or discounted fares clearly marketed as non-refundable at the time of purchase.
• Travel insurance premiums once the policy has been issued by the insurer.
• Cabin upgrades and onboard extras (e.g., meal packages, pet travel add-ons, lounge access) once the sailing has commenced.
• Ancillary services including port parking where the booking was fulfilled.
• No-show bookings where the passenger fails to arrive at the port without prior notice.
• Amendments fees previously paid for itinerary changes.

4. Timeframes for Refund Requests

All refund requests must be submitted within the timeframes specified below. Requests submitted outside these windows may not be accepted unless exceptional circumstances apply and are supported by appropriate documentation.

5. Cancellation Policy

Our cancellation policy is structured according to how far in advance you cancel relative to your scheduled departure. The following schedule applies to standard, refundable fares:

For non-refundable promotional fares, no cash refund will be issued regardless of the cancellation notice given. You may, however, be eligible for a travel credit or exchange in certain circumstances (see Section 7).

In the event that we cancel your sailing, you are entitled to either a full refund of the fare paid or an alternative sailing at no additional cost. We will notify you as promptly as possible by the email address provided at the time of booking.

6. How to Request a Refund

Follow the steps below to submit a refund request:

1. Gather your booking information: Locate your booking reference number, the email address used at the time of booking, and any supporting documentation relevant to your request (e.g., medical certificates, death certificates for bereavement claims).
2. Contact us via email: Send your refund request to [email protected]. Use the subject line: "Refund Request – [Your Booking Reference]".
3. Include required details in your email: Your full name, booking reference number, sailing date and route, reason for the refund request, and your preferred refund method (original payment method or travel credit).
4. Await acknowledgement: You will receive an acknowledgement of your request within 2 business days. Our customer service team will review your request in accordance with this policy.
5. Provide additional information if requested: Our team may contact you for further documentation or clarification. Please respond promptly to avoid delays in processing.
6. Receive a decision: You will be informed of the outcome of your refund request within 10 business days of submitting all required information.
7. Refund issued: Approved refunds will be processed within the timeframes outlined in Section 8 below.

7. Exchange Policy

If you are unable to travel on your booked sailing but are not eligible for a cash refund, you may request an exchange to an alternative sailing date or route, subject to availability and the following conditions:

• Exchange requests must be submitted at least 24 hours before your scheduled departure.
• An amendment fee may apply depending on your fare type. This fee will be communicated at the time of your exchange request.
• If the new sailing is of a higher value, you will be required to pay the fare difference.
• If the new sailing is of a lower value, the difference may be issued as a travel credit (not a cash refund), valid for 12 months from the date of issue.
• Exchanges are permitted up to a maximum of two times per booking.
• Promotional and discounted fares may have restricted exchange options. Please check the specific fare conditions at the time of booking.

Travel credits issued by irishz-ferries.com are non-transferable, cannot be exchanged for cash, and are valid for 12 months from the date of issue unless otherwise stated.

8. Refund Processing Times by Payment Method

Once a refund has been approved by our team, processing times vary depending on the original payment method used:

Please note that while we process refunds promptly on our end, your bank or card issuer may take additional time to reflect the amount in your account. We are unable to expedite processing times on behalf of third-party financial institutions. If you have not received your refund after the estimated processing period, please contact your bank before reaching out to us.

9. Partial Refunds

Partial refunds may be issued in the following circumstances:

• You cancel a booking that includes multiple passengers, and only some passengers are cancelling.
• You cancel within a refund bracket that entitles you to a percentage of the fare (see Section 5).
• You have purchased a package that includes both refundable and non-refundable components; only the refundable portion will be returned.
• A portion of your journey was completed prior to a disruption caused by us; in such cases, a proportional refund for the uncompleted leg may be issued.
• You purchased optional add-ons (such as meals or cabin upgrades) that were not utilised due to a service cancellation by us.

Partial refund calculations will be communicated clearly at the time of your refund decision. You have the right to query or challenge such calculations (see Section 10 for dispute resolution).

10. Dispute Resolution

We are committed to resolving all refund-related disputes fairly and promptly. If you are dissatisfied with the outcome of your refund request, please follow the process below:

Step 1: Internal Review Request

Contact us at [email protected] with the subject line "Formal Complaint – Refund Dispute – [Your Booking Reference]". Provide a clear description of your complaint and the resolution you are seeking. We will acknowledge your complaint within 3 business days and aim to resolve it within 20 business days.

Step 2: Escalation to Senior Management

If your complaint is not resolved to your satisfaction at Step 1, you may request escalation to a senior member of our management team. Please indicate this in your correspondence, and we will arrange a formal review.

Step 3: External Dispute Resolution

If you remain dissatisfied after exhausting our internal complaints process, you have the right to refer your complaint to the following bodies:

• Competition and Consumer Protection Commission (CCPC): The CCPC provides guidance to consumers in Ireland regarding their rights. Visit www.ccpc.ie for information.
• European Consumer Centre Ireland (ECC Ireland): For cross-border disputes within the EU, ECC Ireland can provide free advice and assistance. Visit www.eccireland.ie.
• Online Dispute Resolution (ODR) Platform: EU consumers may also use the European Commission's ODR platform at ec.europa.eu/consumers/odr.
• Small Claims Court (District Court): For disputes involving amounts up to €2,000, you may bring a claim through the Small Claims procedure in the District Court of Ireland.

11. Extraordinary Circumstances

In cases where sailings are cancelled or significantly altered due to extraordinary circumstances beyond our reasonable control — including but not limited to severe weather events, acts of God, port closures, civil unrest, pandemics, or government-imposed travel restrictions — the following shall apply:

• Passengers will be offered an alternative sailing on the next available departure at no additional cost, or
• A full refund of the fare paid will be issued.
• We will not be liable for any additional costs or consequential losses arising from extraordinary circumstances, including but not limited to accommodation, connecting transport, or missed events.

We strongly recommend that all passengers purchase comprehensive travel insurance to protect against losses arising from extraordinary circumstances.

12. Your Statutory Rights

Nothing in this Refund Policy affects your statutory rights as a consumer under Irish and EU law. In particular, your rights under the following legislation are preserved:

• Consumer Rights Act 2022 (Ireland)
• Package Travel and Linked Travel Arrangements Regulations 2019 (S.I. No. 80 of 2019)
• Regulation (EU) No 1177/2010 concerning the rights of passengers when travelling by sea and inland waterway
• European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013
• Sale of Goods and Supply of Services Act 1980

13. Policy Updates

We reserve the right to update or amend this Refund Policy at any time. Any changes will be published on our website at irishz-ferries.com and will be effective from the date of publication. We encourage you to review this policy periodically. The version published at the time of your booking will govern your booking's refund terms.

14. Contact Information

For all refund requests, cancellations, exchanges, or queries relating to this policy, please contact us using the details below: