Refund Policy

Last Updated: June 30, 2026

1. Introduction

We are committed to providing fair, transparent, and customer-focused refund procedures for all travellers who book ferry services through our website, irirshferries.com. This policy sets out your rights and our obligations regarding cancellations, refunds, exchanges, and dispute resolution in accordance with Irish and European Union consumer protection legislation, including the Consumer Rights Act 2022, the EU Package Travel Directive (2015/2302/EU), and applicable regulations governing passenger transport services.

We encourage all customers to review this policy at the time of booking. If you have any questions, please contact us directly at [email protected] before completing your reservation.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following general conditions must be met:

• The booking must have been made directly through irirshferries.com or via our customer service team.
• A valid booking reference number must be provided when submitting a refund request.
• The refund request must be submitted within the applicable timeframes outlined in Section 3 of this policy.
• The travel service must not have commenced at the time the refund request is received.
• The booking must not fall under a non-refundable fare category, as clearly indicated at the time of purchase.
• Any promotional, discounted, or special-offer fares are subject to specific terms that may limit or exclude refund eligibility.

Refunds are assessed on an individual basis and are subject to the specific fare type and service booked. Customers who booked through a third-party travel agent or online travel agency must contact that agent directly, as we are unable to process refunds for bookings not made directly through our channels.

3. Timeframes for Refund Requests

The timing of your cancellation and refund request will significantly affect the amount you may be entitled to receive. The following timeframes apply to standard bookings:

Please note that these timeframes are calculated based on the scheduled departure time of your booked crossing. Statutory cooling-off rights under EU consumer law apply to contracts concluded online; however, please be aware that under Regulation (EU) No 1177/2010 concerning the rights of passengers travelling by sea, certain specific provisions may apply to maritime passenger services. Where a booking is made more than 14 days in advance, a standard 14-day cooling-off period applies in accordance with the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013. The cooling-off period does not apply once the travel service has commenced.

4. Non-Refundable Items and Services

The following items and services are strictly non-refundable under all circumstances:

• Booking and administration fees charged at the time of reservation
• Travel insurance premiums once the policy has been issued
• Special promotional fares marketed as non-refundable at the time of purchase
• Cabin upgrades and onboard add-ons purchased separately after the initial booking
• Seat reservations where specifically noted as non-refundable at checkout
• Pet travel supplements once confirmed and processed
• Meal packages and onboard dining pre-orders
• Any services where the customer has partially or fully utilised the booking
• Bookings cancelled due to the customer's failure to carry valid travel documentation (passports, visas, etc.)

5. How to Request a Refund — Step-by-Step Process

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

1. Gather Your Booking Information: Locate your booking confirmation email from [email protected]. You will need your booking reference number, the names of all passengers on the booking, your travel date, and route.
2. Visit Our Website: Go to irirshferries.com and navigate to the "Manage My Booking" section. Log in using your booking reference and the email address used at the time of reservation.
3. Submit a Cancellation and Refund Request: Select the booking you wish to cancel and follow the on-screen instructions to submit a cancellation. You will be shown the refund amount you are eligible for before confirming the cancellation.
4. Confirm Your Request: Once you confirm the cancellation, you will receive an automated acknowledgement email to the address registered on your booking. This email will contain a cancellation reference number — please retain this for your records.
5. Alternatively, Contact Us Directly: If you are unable to process your request online, contact our customer support team by email at [email protected]. Please include your booking reference, passenger names, travel date, route, and reason for cancellation.
6. Await Processing: Our team will assess your request and confirm the refund amount and processing timeline within 5 business days of receiving your request.

6. Refund Processing Times by Payment Method

Once a refund has been approved, the time taken for funds to appear in your account will depend on your original payment method. Please refer to the table below for estimated processing times:

Please note that while we process refunds promptly upon approval, processing times may vary depending on your card issuer or financial institution. We are not responsible for delays caused by third-party banks or payment processors beyond our reasonable control.

7. Partial Refunds

Partial refunds may be issued in the following circumstances:

• Where a booking covers multiple passengers and only some of those passengers require cancellation — refunds will be calculated proportionally based on the per-person fare paid.
• Where a booking includes a vehicle and the vehicle portion is cancelled but passenger seats are retained — a partial refund for the vehicle supplement may be issued in accordance with the applicable cancellation window.
• Where a return journey is booked and only one leg of the journey needs to be cancelled — refund eligibility for the cancelled leg will be assessed independently based on the applicable timeframe.
• Where optional extras (such as onboard cabin upgrades) are cancelled within the permitted refund window — a partial refund for the eligible extras may be issued where those extras are individually refundable.

All partial refund requests must clearly identify which elements of the booking are being cancelled and must be submitted in writing to [email protected] or via the online booking management portal at irirshferries.com.

8. Exchange and Amendment Policy

We understand that travel plans can change. As an alternative to cancellation and refund, customers may request to amend or exchange their booking subject to the following conditions:

• Amendments (changes to date, time, or route) may be made free of charge more than 48 hours before the scheduled departure, subject to availability.
• Amendments requested within 48 hours of departure may incur an amendment fee as specified at the time of the request.
• If the new booking is of a higher value than the original, the price difference must be paid at the time of the amendment.
• If the new booking is of a lower value than the original, a travel credit (rather than a cash refund) may be issued for the difference, valid for 12 months from the date of issue.
• Promotional and non-flexible fares may not be eligible for amendments — customers should check fare conditions at the time of booking.
• Name changes on bookings may be permitted subject to verification of identity and applicable terms.

To request an amendment, please log in to the "Manage My Booking" section on irirshferries.com or contact our customer service team directly.

9. Cancellations by Us

In the unlikely event that we are required to cancel a sailing due to circumstances within our control, we will contact you as promptly as possible using the contact details provided at the time of booking. In such cases, you will be entitled to:

• A full refund of all monies paid, including non-refundable elements; or
• A rebooking to the next available sailing on the same route at no additional cost; or
• A travel credit of the full booking value, valid for 24 months from the date of the cancelled sailing.

Where a sailing is cancelled due to circumstances beyond our reasonable control — including but not limited to severe weather conditions, port authority restrictions, or force majeure events — we will endeavour to offer the above options where operationally possible. In force majeure situations, applicable rights will be assessed in accordance with EU Regulation No 1177/2010 on the rights of passengers travelling by sea.

10. Dispute Resolution Process

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

1. Step 1 — Contact Our Customer Service Team: Email us at [email protected] with the subject line "Refund Dispute — [Your Booking Reference]". Please provide all relevant booking details and a clear explanation of your concern. We aim to respond to all dispute correspondence within 5 business days.
2. Step 2 — Formal Complaint: If your concern is not resolved to your satisfaction at the first stage, you may escalate the matter by submitting a formal written complaint. Our team will acknowledge your formal complaint within 3 business days and provide a full written response within 20 business days.
3. Step 3 — Alternative Dispute Resolution (ADR): If you remain dissatisfied after exhausting our internal complaints process, you have the right to refer your dispute to an approved Alternative Dispute Resolution provider. In Ireland, you may contact the Competition and Consumer Protection Commission (CCPC) at www.ccpc.ie for guidance on your consumer rights and available ADR schemes.
4. Step 4 — Online Dispute Resolution (ODR): As an EU-based business, we are required to inform consumers that the European Commission provides an Online Dispute Resolution (ODR) platform, accessible at ec.europa.eu/consumers/odr. This platform may be used for resolving disputes related to online purchases.
5. Step 5 — Legal Proceedings: You retain the right to pursue legal remedies through the Irish courts system at any time. The Small Claims Court in Ireland may be an appropriate avenue for disputes involving amounts up to €2,000.

11. Consumer Rights Under Irish and EU Law

Nothing in this Refund Policy limits or excludes your statutory rights as a consumer under applicable Irish and European Union law. Your rights under the following legislation are fully preserved:

• Consumer Rights Act 2022 (Ireland)
• Consumer Protection Act 2007 (Ireland)
• EU Regulation No 1177/2010 — Rights of passengers travelling by sea and inland waterway
• EU Package Travel Directive 2015/2302/EU — as transposed into Irish law by the Package Holidays and Travel Trade Act 1995 (as amended)
• European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013

For independent advice on your consumer rights in Ireland, you may contact the Competition and Consumer Protection Commission (CCPC) at www.ccpc.ie or call their helpline at 01 402 5555.

12. Contact Information for Refund Requests

For all refund requests, cancellations, amendments, or enquiries related to this policy, please contact us using the details below. Our customer service team is available to assist you Monday to Friday during standard business hours.

When contacting us regarding a refund, please have the following information ready to ensure we can assist you as quickly as possible:

• Your booking reference number
• The full name(s) of all passengers on the booking
• Your travel date and route
• The email address used to make the booking
• A clear description of your refund request and the reason for cancellation

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 irirshferries.com with an updated effective date. We recommend that customers review this policy each time they make a new booking to ensure they are familiar with the most current terms. Continued use of our services following any updates constitutes your acceptance of the revised policy.