Refund Policy

Effective Date: May 12, 2026 | Last Updated: May 12, 2026

At Irish Ferries (operated via irizhferries.com), we are committed to providing our customers with a fair, transparent, and straightforward refund process. We understand that travel plans can change unexpectedly, and we aim to accommodate our customers' needs in accordance with applicable Irish and European Union consumer protection laws, including the Consumer Rights Act 2022, the EU Passenger Rights Regulation (EU) No 1177/2010 for maritime transport, and the European Communities (Protection of Consumers in Respect of Contracts Made by Means of Distance Communication) Regulations 2001.

1. Eligibility for Refunds

Refund eligibility depends on the type of ticket or service purchased, the timing of the cancellation or amendment request, and the specific fare conditions associated with your booking. The following general eligibility conditions apply:

• Refund requests must be submitted by the original ticket purchaser or an authorised representative.
• The booking must have been made directly through irizhferries.com or our official customer service channels. Bookings made through third-party travel agents or platforms must be managed through the relevant third party.
• Refund requests must be made within the applicable timeframe as outlined in Section 2 of this policy.
• The ticket or service must not be classified as a non-refundable fare at the time of purchase.
• Proof of purchase (booking confirmation number, email confirmation, or payment receipt) must be provided.
• Refunds will only be issued to the original payment method used at the time of purchase.

Under EU consumer law, customers who book services online are entitled to a 14-day cooling-off period for certain distance contracts. However, please note that this right may not apply to transport services with specific departure dates or times, in accordance with Article 16(l) of the EU Consumer Rights Directive (2011/83/EU), as transposed into Irish law.

2. Timeframes for Refund Requests

To ensure your refund request is processed efficiently, please adhere to the following timeframes:

3. Non-Refundable Items and Services

Certain items and services purchased through irizhferries.com are strictly non-refundable. These include, but are not limited to:

• Promotional and sale fares explicitly marked as "non-refundable" at the time of booking.
• Port taxes and embarkation fees once a journey has commenced.
• Cabin upgrades and premium seat reservations after the journey has commenced.
• Onboard dining reservations and pre-purchased meal packages once the sailing has departed.
• Gift vouchers and travel credits are non-refundable for cash but may be redeemable against future bookings.
• Travel insurance premiums purchased as an add-on (subject to the terms and conditions of the insurance provider).
• Amendment and rebooking fees previously charged and applied to a booking.
• Ancillary services such as vehicle loading fees where loading has already taken place.

4. How to Request a Refund (Step-by-Step)

We have made the refund request process as simple and straightforward as possible. Please follow the steps below:

1. Step 1 – Gather Your Booking Information: Locate your booking confirmation email and note your booking reference number, travel date, and the names of all passengers included in the booking.
2. Step 2 – Contact Our Customer Service Team: Submit your refund request via email to [email protected] or through the contact form available on irizhferries.com. Please include the subject line: "Refund Request – [Your Booking Reference Number]".
3. Step 3 – Provide Required Information: In your refund request, include the following details:
   • Full name of the lead passenger
   • Booking reference number
   • Travel date and route
   • Reason for the refund request
   • Original payment method
   • Contact email address and phone number
   • Any supporting documentation (e.g., medical certificates for exceptional circumstances)
4. Step 4 – Acknowledgement: Our team will send you an acknowledgement of your refund request within 2 business days of receipt.
5. Step 5 – Review and Decision: Your request will be reviewed against our refund policy and applicable fare conditions. You will receive a decision within 7 business days of submitting your complete request.
6. Step 6 – Refund Processing: If your refund is approved, it will be processed within the timeframes outlined in Section 5 of this policy.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes for the funds 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 vary depending on your financial institution or payment provider. We cannot be held responsible for delays caused by third-party financial institutions.

6. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Where a booking includes multiple passengers and only some passengers are cancelling while others will still travel.
• Where only a portion of the journey (e.g., outbound but not return) is being cancelled.
• Where the refund request falls within a partial refund timeframe as outlined in the table in Section 2.
• Where certain elements of the booking (such as ancillary services) are non-refundable, but the base fare is eligible for refund.
• Where a promotional discount was applied at the time of booking and the refund is calculated on the discounted fare paid.
• Where an administration or cancellation fee is deducted from the refundable amount.

Any applicable administration fee for processing refunds is €20.00 per booking, which will be deducted from the refundable amount unless the cancellation is due to service failure on our part.

7. Cancellation Policy

7.1 Cancellations by the Customer

Customers may cancel their booking at any time prior to departure, subject to the refund conditions outlined in this policy. To cancel a booking, please follow the refund request process described in Section 4 above.

7.2 Cancellations Due to Exceptional Circumstances

We recognise that unforeseen events can sometimes prevent travel. If you are unable to travel due to exceptional circumstances, such as:

• Serious illness or hospitalisation (supported by a medical certificate)
• Bereavement of an immediate family member
• Natural disasters or severe weather events affecting travel
• Government-mandated travel restrictions or public health emergencies

We will consider your request for a full or partial refund or a free amendment to your booking on a case-by-case basis. Appropriate supporting documentation will be required.

7.3 Cancellations by Irish Ferries (irizhferries.com)

In the event that a sailing is cancelled, significantly delayed, or materially altered by us due to operational reasons, adverse weather conditions, mechanical issues, or force majeure events, you will be entitled to:

• A full refund of all amounts paid for the affected booking, or
• A free rebooking to an alternative departure date at no additional charge, subject to availability.

This is in accordance with EU Regulation No 1177/2010 concerning the rights of passengers when travelling by sea and inland waterway.

8. Exchange and Amendment Policy

We understand that travel plans may need to change. Amendments to existing bookings may be available subject to the following conditions:

• Date changes are permitted up to 48 hours before departure, subject to availability and any applicable fare difference.
• Name changes on bookings may be accommodated for an administration fee of €15.00 per passenger.
• Route amendments are subject to availability and any fare difference between the original and new route.
• Amendments requested within 48 hours of departure may not be possible and will be treated as cancellations.
• Promotional fare bookings may be non-amendable. Please check the specific fare conditions at the time of booking.

To request an amendment, please contact our customer service team at [email protected] with your booking reference number and the details of the changes required.

9. Dispute Resolution

We are committed to resolving any disputes or complaints fairly and efficiently. If you are not satisfied with the outcome of your refund request, you may follow the steps below:

9.1 Internal Complaints Process

1. Submit a formal written complaint to [email protected] with the subject line: "Formal Complaint – [Your Booking Reference]".
2. Our customer service management team will review your complaint and respond within 10 business days.
3. If you remain unsatisfied, you may escalate your complaint to our senior management team for further review.

9.2 External Dispute Resolution

If your complaint is not resolved to your satisfaction through our internal process, you have the right to seek independent redress through the following bodies:

• Competition and Consumer Protection Commission (CCPC): The CCPC provides information and advice to consumers in Ireland regarding their consumer rights. Visit www.ccpc.ie or call 01 402 5555.
• European Consumer Centre Ireland (ECC Ireland): For cross-border disputes within the EU. Visit www.eccireland.ie.
• EU Online Dispute Resolution (ODR) Platform: Available at ec.europa.eu/consumers/odr for online dispute resolution.
• Small Claims Court: For disputes involving amounts up to €2,000, you may submit a claim through the Small Claims procedure in Ireland. Visit www.courts.ie for further information.

10. Chargebacks and Payment Disputes

We encourage customers to contact us directly before initiating a chargeback with their bank or payment provider, as this allows us to resolve the issue more quickly. If you initiate a chargeback without first contacting us, we reserve the right to:

• Provide evidence of the transaction and booking details to your payment provider.
• Suspend future bookings associated with your account pending resolution of the chargeback.

We are committed to working with our customers to resolve payment disputes amicably and in accordance with applicable law.

11. Changes to This Refund Policy

We reserve the right to update or amend this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically. Continued use of our website and services following any changes to this policy constitutes your acceptance of the updated terms.

12. Contact Information

For all refund requests, amendments, cancellations, or general enquiries regarding this policy, please contact us using the details below:

Last reviewed and updated: May 12, 2026 | irizhferries.com