Refund Policy

This Refund Policy governs all bookings, purchases, and transactions made through irisshferries.com. We are committed to providing fair, transparent, and straightforward refund procedures in accordance with Irish consumer protection law, including the Consumer Rights Act 2022, the Package Travel and Linked Travel Arrangements Regulations 2019, and applicable European Union passenger rights regulations. Please read this policy carefully before completing any booking or purchase.

1. General Refund Eligibility

We want every passenger to have a positive experience. Refunds may be available under the following conditions:

• The booking was made directly through irisshferries.com or via our customer service team.
• A valid refund request is submitted within the applicable timeframe outlined in this policy.
• The ticket or booking falls into a refundable fare category at the time of purchase.
• The service was cancelled, significantly delayed, or materially altered by us.
• The passenger cancelled within the permitted cancellation window for their fare type.
• A verifiable extraordinary circumstance (such as serious illness or bereavement) prevented travel, supported by appropriate documentation.

Bookings made through third-party agents, tour operators, or comparison websites are subject to the refund policy of the relevant third party. We strongly recommend reviewing their terms before booking.

2. Fare Types and Refundability

The refund entitlement associated with your booking depends on the fare type selected at the time of purchase. The following table provides a general overview:

The specific fare type applicable to your booking is indicated in your booking confirmation email and in your online account dashboard at irisshferries.com.

3. Cancellation Policy

Passengers who wish to cancel a booking must do so as early as possible. The following cancellation schedule applies to eligible (refundable) fare types:

4. Sailings Cancelled or Significantly Delayed by Us

If we cancel a sailing or if a departure is significantly delayed, passengers are entitled to the following remedies in accordance with EU Regulation No. 1177/2010 concerning the rights of passengers travelling by sea and inland waterway:

• Full refund: A complete refund of the ticket price paid, including all fees and surcharges, within 7 business days.
• Re-routing: An alternative sailing to the same destination at the earliest available opportunity, at no additional cost.
• Compensation: Where a departure is delayed by more than 90 minutes, passengers may be entitled to meals, refreshments, and, where applicable, overnight accommodation and transport to and from such accommodation.

Refunds in these circumstances will be processed automatically to the original payment method. Passengers will be notified by email to the address provided at the time of booking.

5. Non-Refundable Items and Services

The following items and charges are strictly non-refundable under all circumstances unless a sailing is cancelled by us:

• Booking administration and processing fees
• Promotional, Saver, and discounted fare tickets
• Optional extras (cabin upgrades, lounge access, seat reservations, meal packages)
• Pet travel charges
• Insurance products purchased through our website
• Onboard purchases (food, beverages, retail goods, spa treatments)
• Gift vouchers and promotional vouchers once redeemed
• Port taxes and government-levied charges (where the sailing departs as scheduled)

6. Statutory 14-Day Cooling-Off Period

Under the Consumer Rights Act 2022 and the EU Consumer Rights Directive, consumers who purchase certain services online are entitled to a 14-day cooling-off period. However, please note that this right does not apply to transport services (including ferry bookings) where a specific date or period of performance has been agreed at the time of booking. This exemption is provided under Article 16(l) of the Consumer Rights Directive.

If you have purchased a non-transport service or product through our website (such as an insurance product or retail item), the standard 14-day cooling-off right may apply. Please contact us at [email protected] to confirm whether your purchase qualifies.

7. Partial Refunds

Partial refunds may be issued in the following circumstances:

• Cancellation of a booking within the applicable partial-refund window (see Section 3 above).
• Reduction in the number of passengers travelling on a group or family booking, subject to the minimum group size requirements.
• Downgrading of a booked cabin or accommodation class prior to sailing (refund of the price difference only).
• Removal of a vehicle from a booking where the route and passenger booking are retained, subject to our vehicle amendment policy.
• Extraordinary circumstances substantiated by documentation (see Section 10 below).

Partial refunds will be calculated based on the base fare paid and will not include non-refundable fees and charges.

8. How to Request a Refund — Step-by-Step Guide

To submit a refund request, please follow the steps outlined below:

1. Log in to your account: Visit irisshferries.com and sign in to your passenger account. Navigate to "My Bookings" and locate the relevant reservation.
2. Initiate cancellation (if applicable): If you wish to cancel your booking, select the "Cancel Booking" option and follow the on-screen prompts. The system will confirm whether a refund is applicable based on your fare type and the time remaining before departure.
3. Submit a refund request form: For refunds not processed automatically (such as those relating to extraordinary circumstances or partial refunds), complete the online Refund Request Form available in the "Help & Support" section of our website.
4. Provide supporting documentation: Where required (for example, medical certificates or bereavement documentation), attach the relevant documents to your submission. Accepted file formats are PDF, JPG, and PNG (maximum 10MB per file).
5. Contact our customer service team: If you are unable to submit a request online, you may contact us directly:
   • Email: [email protected]
   • Website: irisshferries.com
6. Receive confirmation: Upon receipt of your refund request, we will send an acknowledgement email within 2 business days confirming that your request is under review.
7. Await processing: Refunds will be processed within the timeframes set out in Section 9 of this policy. You will be notified by email once your refund has been issued.

9. Refund Processing Times by Payment Method

Once a refund has been approved and processed by us, the time taken for funds to appear in your account depends on your original payment method:

Please note that processing times are estimates and may vary depending on your bank or payment provider. We are unable to expedite refunds once they have been submitted to your financial institution. If you have not received your refund within the stated timeframe, please contact your bank before reaching out to us.

10. Extraordinary Circumstances and Compassionate Refunds

We understand that unexpected and distressing events can arise. Where a passenger is unable to travel due to a serious medical emergency or bereavement of an immediate family member, we may, at our sole discretion, consider a compassionate refund or travel credit outside of the standard refund windows.

To apply for a compassionate refund, you must:

• Submit a written request to [email protected] as soon as reasonably practicable.
• Include your booking reference number, full name, and travel date.
• Provide supporting documentation, such as a medical certificate issued by a registered medical practitioner or a copy of a death certificate.

All compassionate refund decisions are made at our discretion and do not constitute a waiver of our standard terms and conditions. We will respond to all such requests within 10 business days.

11. Amendments and Exchange Policy

Where your fare type permits amendments, you may change the date, time, or route of your sailing subject to the following conditions:

• Amendments must be requested at least 48 hours before the scheduled departure time.
• An amendment fee may apply depending on your fare type and the timing of the change.
• If the new sailing is at a higher price, you will be required to pay the difference in fare.
• If the new sailing is at a lower price, no refund of the fare difference will be issued unless you hold a Flexible Fare ticket.
• Amendments can be made online through your account at irisshferries.com or by contacting our customer service team.

We do not offer ticket transfers to third parties. Tickets are non-transferable and must be used by the named passenger(s) only.

12. Travel Credits and Vouchers

In certain circumstances, instead of a monetary refund, we may offer a travel credit or voucher to the value of the refundable amount. Travel credits:

• Are valid for 12 months from the date of issue.
• Can be applied to any future booking made directly through irisshferries.com.
• Are non-transferable and have no cash value.
• Cannot be used in conjunction with certain promotional fares.
• Will not be extended or reissued if they expire unused.

Where a travel credit is offered as an alternative to a monetary refund, acceptance is voluntary. You are entitled to request a monetary refund in lieu of a travel credit where applicable under the refund conditions set out in this policy.

13. Dispute Resolution

If you are dissatisfied with the outcome of a refund request, we encourage you to follow the process below:

1. Internal Complaint: Contact our Customer Relations team at [email protected], clearly stating your booking reference, the nature of your complaint, and the resolution you are seeking. We aim to respond to all formal complaints within 10 business days.
2. Escalation: If you remain unsatisfied following our initial response, you may escalate your complaint to our Senior Customer Relations Manager by requesting escalation in writing.
3. Alternative Dispute Resolution (ADR): If we are unable to resolve your complaint to your satisfaction, you may refer the matter to an approved Alternative Dispute Resolution body. Ireland's national ADR framework is overseen by the Competition and Consumer Protection Commission (CCPC). Further information is available at www.ccpc.ie.
4. EU Online Dispute Resolution (ODR): Consumers within the European Union may also use the European Commission's Online Dispute Resolution platform, accessible at ec.europa.eu/consumers/odr.
5. Legal Action: Nothing in this policy limits your right to bring a claim before the Irish courts or to avail of your statutory consumer rights under Irish or EU law.

14. Data Protection

All personal data submitted in connection with a refund request will be processed in accordance with our Privacy Policy, available at irisshferries.com, and in compliance with the General Data Protection Regulation (GDPR) and the Data Protection Acts 1988–2018. Your data will be used solely for the purpose of processing your refund request and will not be shared with third parties except where necessary to complete the refund transaction (for example, with your bank or payment processor).

15. Changes to This Refund Policy

We reserve the right to update or amend this Refund Policy at any time. Any changes will be published on our website at irisshferries.com with an updated effective date. Where changes are material, we will make reasonable efforts to notify affected customers. Continued use of our services following the publication of changes constitutes acceptance of the revised policy.

16. Contact Us

For all refund-related queries, cancellations, or complaints, please contact our Customer Service team using the details below: