General Terms of Use of the Ferryscanner Platform

General Terms of Use of the Ferryscanner Platform

Who We Are
Use of the Ferryscanner Platform
Definitions
Your Contractual Relationship with Ferryscanner
User Rights
User Obligations
Company Rights – Disclaimer of Liability
Booking Travel Services – Ferryscanner as an Intermediary for Booking
Changes or Cancellations of Travel Services
Charges and Payments
Applicable Law, Jurisdiction, and Other Terms
Intellectual Property Rights

Special Terms of Use of the Ferryscanner Platform

1. Who We Are

Ferryscanner is an online portal offering ferry tickets to amazing destinations all over the world, through its website www.ferryscanner.com and the Ferryscanner® app, available for iOS and Android devices.

Specifically, the terms “we,” “us,” and “our” refer to the company Ferryscanner.com EOOD (hereinafter “Ferryscanner” or “the Company”), which operates the Ferryscanner Platform that was established in 2018 and quickly evolved into one of the leading providers of online travel services in Europe. Our Company is incorporated in accordance with the laws of Bulgaria (Sofia European Trade Centre, Building D, Fl. 1, 115 М Tsarigradsko Shose Blvd. 1784 Sofia Bulgaria, under Registration No. 207364084) and operates as a licensed travel agency authorized by the Bulgarian Ministry of Tourism (license number PK-01-8348).

2. Use of the Ferryscanner Platform

Access to and use of the Ferryscanner Platform is governed by these general terms of use (hereinafter “General Terms of Use“) outlined below, as well as the Privacy Policy.

Please read these terms carefully before using our Platform and Services, as accessing and using them constitutes full understanding and unconditional acceptance of these General Terms of Use. In certain cases, specific terms may apply to individual services (“Special Terms of Use“) or third-party terms, such as those of Providers. These will be communicated to you when applicable, and you will have the opportunity to explicitly accept or decline such terms.

These General Terms of Use, along with any applicable Special Terms of Use for individual services, define the rights and obligations of the Company toward you, as well as your rights and obligations as a User and customer of the Company. They apply in conjunction with the Privacy Policy. By using Ferryscanner, you acknowledge that you fully understand, unconditionally accept, and agree to these General Terms of Use and any applicable Special Terms of Use. If you do not agree with these terms, in whole or in part, you are kindly requested to discontinue using Ferryscanner. Acceptance of these Terms constitutes a legally binding agreement governing our relationship.

As a condition of using the Platform, you guarantee that: (i) you have the legal capacity to assume binding obligations, (ii) you will use the Platform in accordance with these General Terms of Use, (iii) You will use the Platform solely for making lawful bookings, either for yourself or on behalf of a third party who has authorized you to act on their behalf, (iv) you will inform any third parties for whom you make bookings about these General Terms of Use, any applicable Special Terms, and all relevant rules and restrictions, (v) all information you provide on the Platform is accurate and complete, (vi) if you maintain a User Account on the Platform, you are responsible for safeguarding your account details and ensuring all activity under your account is authorized, whether performed by you or others.

We reserve the right, at our sole discretion, to deny access to the Platform and the Services we offer to any person, at any time and for any reason, including, but not limited to, violations of these Terms of Use. Since Ferryscanner operates as an intermediary for the travel services described above, Users should also review the Terms of Use of the respective Service Providers. These terms may include important information about the services facilitated through our mediation (e.g., regarding the possibility of modifying a booking, scheduled itineraries, refund processes, etc.) and are applicable to your relationship with the Service Provider. In other words, in addition to these General Terms of Use and any applicable Special Terms of Use of Ferryscanner, the terms and conditions of the respective Service Provider also govern your relationship with them.

3. Definitions

Platform: This refers to the website www.ferryscanner.com, its subdomains, and the Ferryscanner® mobile application for iOS and Android devices.
User, Customer, you, your: These terms refer to the user of the Platform who visits it, makes a Booking, or otherwise uses our Services.
Product, Service: A product or service offered through the Platform, such as booking a ticket for a mode of transportation.
Travel Service Provider or Provider: The Ferry Company and/or any third-party provider of services or products available for purchase or booking on the Platform. You enter into a contract with this Provider through the Platform, and they are responsible for delivering the specific service or product.
Booking: Any order for Products or Services made via the Platform, which is confirmed and accepted by us. Acceptance occurs once we receive the relevant payment from you, and you receive a confirmation email to this effect.

4. Your Contractual Relationship with Ferryscanner

As a licensed travel agency, Ferryscanner acts as an intermediary between Users and Providers for offering and managing various travel Products and Services through the Platform. For the purchase of any Product or Service not directly provided by Ferryscanner, acceptance of the terms set by the Product or Service Provider (e.g. the ferry company operating the route) is required, and a contractual relationship is established between you and the Provider.

The terms set by these Providers may include provisions regarding boarding conditions, cancellations, booking changes, scheduled itineraries, refunds (if applicable), and other restrictions. We recommend that you carefully review the Terms of Use of the respective Provider before completing any Booking.

5. User Rights

As a User of the Ferryscanner Platform, you may, in accordance with the terms governing the operation of the Platform, utilize all its features for the purpose of accessing services provided to you by the Service Providers.

In your capacity as a User and consumer, you retain all other rights granted by national and European legislation.

It should be noted that Users do not have the right of withdrawal under Article 57 of the Consumer Protection Act (implementing Directive 2013/11/EU), which excludes passenger transport services from the scope of the law.

In any case, any dispute that may arise between us can be amicably resolved through the European Commission’s Online Dispute Resolution (ODR) platform and the certified Alternative Dispute Resolution (ADR) entities listed therein, as provided for by Directive 2013/11/EU on Alternative Dispute Resolution for Consumer Disputes (e.g., national Consumer Protection authorities).

6. User Obligations

As a User, you are required to use the Ferryscanner Platform in accordance with applicable law, these General Terms of Use, any applicable Special Terms of Use, and the Privacy Policy, as they apply at any given time.

By using Ferryscanner, you explicitly confirm that you meet the conditions for using the application as outlined in Section 2 above. When entering any information (whether your own or on behalf of third parties), you declare to us that you are authorized to provide such information (e.g., the information pertains to you, or to third parties who have authorized you to act on their behalf). You are solely responsible for the content, truthfulness, and accuracy of the information you provide.

The use of Ferryscanner for any illegal activities against the Company or third parties is strictly prohibited (such as, for example, posting defamatory or inaccurate comments about the Company or third parties, or making payments through Ferryscanner using a third party’s account without their authorization). The use of Ferryscanner for misleading, fraudulent and/or speculative purposes that disrupt its normal operation or for purposes other than those described in these General Terms of Use and/or any applicable Special Terms of Use is strictly prohibited.

Users must respect and refrain from violating the Company’s intellectual property rights (including copyright and industrial property rights) over Ferryscanner. This includes refraining from actions that infringe these rights, such as unauthorized exploitation or imitation of Ferryscanner.

Users are also advised to carefully read and comply with the Terms of Use of the respective Service Providers whose services they access through Ferryscanner. Users are responsible for adhering to the terms set by each Service Provider (e.g., boarding times as specified by ferry companies).

7. Company Rights – Disclaimer of Liability

The Company reserves the right to exclude Users who act unlawfully or in breach of the Terms and to reject any User requests made to Ferryscanner (e.g., a Booking request) in cases of non-compliance with the General Terms of Use and/or any applicable Special Terms of Use of Ferryscanner.

The Company has the right to protect its intellectual property rights associated with Ferryscanner through all legal means. Any copying, distribution, transfer, modification, resale, creation of derivative works, or any action misleading the public regarding the rightful owner of Ferryscanner is strictly prohibited.

The Company reserves the right to modify these General Terms of Use and/or any applicable Special Terms of Use of Ferryscanner at any time without prior notice to the User, provided that: (a) such modifications are incorporated into Ferryscanner and made accessible to Users, and (b) they apply prospectively from the time they are integrated into Ferryscanner.

As an intermediary, the Company assumes no responsibility for the improper provision of services by the Service Providers or their inability to provide such services, despite your lawful behavior. Additionally, the Company is not liable for information provided by the Service Providers through Ferryscanner, as the Company does not control such information. For example, the Company bears no liability for schedule changes, delays, or cancellations of itineraries or other travel services and products provided by the respective Service Providers. In the event of the unavailability of a selected and paid-for service, or in cases of improper service provision due to error, omission, violation, or refusal, the sole party responsible is the Service Provider. Should improper service provision result in injury, death, property damage, or other damages (such as delays), the sole party responsible for compensation is the Service Provider.

The Company bears no responsibility for travel documents (passports, visas, discount cards, etc.) that you are required to have to undertake a trip. Ensuring the possession and accuracy of the required travel documents is the passenger’s responsibility. Therefore, we recommend complying with the Terms of Use of the respective Service Provider.

The Company bears no responsibility for the content of any other websites linked or referenced in the Platform and assumes no liability for any damage or harm caused by such websites. Links to other websites are provided solely for the convenience of Ferryscanner Users.

In the case of a manifest error (including any mistakes in the entry of data, calculation errors or typographical errors) resulting in the appearance of a price that has clearly appeared by mistake, we reserve the right to cancel your booking, even if you have received automated confirmation from us. In such case you will be notified as soon as possible so that you can book again at the right price, if you so wish. In any case, you shall not be entitled to claim compensation for the cancellation in question or claim any expenses that may have occurred as a result of the incorrect booking that has already been cancelled.

In certain cases, you may be asked to provide proof of your identity in addition to the information you provide us on the charging and payment of your booking. This information may be requested during the booking process, the payment process or at any other subsequent time. We reserve the right to cancel your booking if we do not receive proof of your identity when requested, without any liability whatsoever.

We also reserve the right to cancel your booking at any time for reasons of safety or protection against cases of fraud. This comes within the framework of our company’s operation and the procedures we have developed for purposes of protection, safety and detection of fraud so that we can receive reports on problems regarding payment cards that have been used, emails used during the booking process, etc. In these cases, we will attempt to contact you using the email address you provided when making your booking. If we do not manage to reach you, we may cancel your booking without any liability whatsoever.

8. Booking Travel Services – Ferryscanner as an Intermediary for Booking

By completing the relevant fields in the Ferryscanner booking form, the User expressly authorizes Ferryscanner to act as an intermediary in facilitating the provision of travel services by the Service Provider. A completed and paid Booking request is binding on the User under all circumstances.

Booking Confirmation: Once you have completed the required fields on the Platform with accurate and truthful information, and your payment has been successfully processed, you will receive a confirmation email containing your booking reference and all relevant details.

Electronic Ticket and Physical Ticket Collection: Upon confirmation of your Booking, we will send you, along with the confirmation email, either a link to check in and issue your ticket (“Electronic Ticket” or “e-ticket“) or the Electronic Ticket itself, depending on the policy of the respective Provider. In most cases, ferry tickets are issued in electronic form (e-tickets) and can be presented prior to boarding via an electronic device supporting the necessary technology. It is important to review your Electronic Ticket, as it contains essential information regarding your trip and the check-in process. If an Electronic Ticket is provided, it is not necessary to obtain a physical ticket.

If Electronic Tickets are not supported by your chosen Provider, a physical ticket will be issued. In such cases, or if you specifically request a physical ticket, you can collect it from central agents or the Provider’s (ferry company’s) offices, or it can be sent to your specified address via a courier service upon request. In this case, courier fees shall apply.

If you opt for delivery via a courier service, the courier’s terms and conditions apply. The Company is not responsible for the accuracy of the details you provide. If you are absent at the time of delivery or if the address provided is inaccurate, preventing delivery, the tickets will be returned to our central offices in Athens Greece, in which case you should request re-delivery, bearing the additional cost of the second shipment.

Special Cases

Route Combinations: Please note that combining routes does not constitute a bundled sale of ferry tickets, whether for services provided by the same or different Providers. Each ticket is sold separately. Users selecting route combinations with intermediate destinations are solely responsible for ensuring the successful completion of the combined trip and choosing adequate connection times in accordance with the terms of each Service Provider. As Ferryscanner acts solely as an intermediary, we bear no liability for changes to your bookings, such as delays, schedule changes, or cancellations, that result in an inability to complete the combined trip.

Adjacent Seats: When booking through the Platform, selecting adjacent or specific seats is not possible, as Providers (ferry companies) do not provide a seating plan. However, the Platform attempts to allocate passengers under the same Booking to adjacent seats, though this cannot be guaranteed. If you wish to ensure adjacent seating and the Provider offers a seat plan, you can complete your booking via our chat service or at any of our offices with the assistance of our Customer Service Department.

Discounts: The Platform provides access to the basic discounts offered by Providers. To take advantage of specific discounts (e.g., student or large family discounts) or promotional offers from Providers that are not available on the Platform, you can contact our customer service via chat or book tickets directly at our central offices in Athens, Greece.

Provider Offers: Any offers from Service Providers displayed on the Platform during the booking process are valid only if they remain available at the time the tickets are issued. Providers may revoke offers at their discretion between the time of Booking and ticket issuance. Ferryscanner is not liable if Providers change or withdraw their offers during this period.

9. Changes or Cancellations of Travel Services

The ability to change or cancel a ferry ticket, trip, or other travel product or service, as well as any associated costs, are governed by the terms of use of the respective Service Provider (e.g., the ferry company). We recommend that you review and comply with these terms, as they are essential for obtaining the desired travel service. For your convenience, our Company provides a summary of the applicable terms and cancellation or modification policies of the Provider during the booking process. However, as an intermediary, our Company has no influence over the terms of use set by the Service Providers and, therefore, bears no liability for matters governed by these terms. As an example, any costs incurred for changes or cancellations of travel services you have already selected are determined by the Service Provider’s terms of use.

If you wish to cancel or make any other change after completing your Booking and purchasing your ticket, a Service Fee of €3 (or the equivalent in the currency of your Booking) per ticket will be charged by our Company. The ability to change or cancel a ferry ticket, along with the terms governing such actions, is subject to the conditions set by the respective Service Provider (the ferry company), over which we have no control. Any additional costs arising from a change or cancellation, as stipulated by the Service Provider’s terms, will be solely your responsibility.

In the event of a cancellation or change, contact our customer service team as soon as possible via chat. The Company does not charge a service fee if the User modifies or cancels their Booking directly through the Manage my Booking section.

To provide greater flexibility for our Users regarding cancellations or modifications, the Company offers the “Flexible Ticket Service” (hereinafter “FLEXI“). The Special Terms of Use for the FLEXI service are provided in detail during the booking process and can also be found below.

10. Charges and Payments

The prices displayed in the relevant fields of the Ferryscanner booking form are final and include the cost of the travel service or product as well as all applicable taxes and fees. The prices of travel services/products are determined by the respective Service Provider and communicated to Ferryscanner along with any applicable taxes and fees. Ferryscanner assumes no responsibility for the determination or modification of these prices.

For our intermediary services in booking ferry tickets on your behalf, we may impose a fee (“Service Fee“). The total transaction amount, consisting of the ticket price and its breakdown (including the Service Fee, if applicable), will be displayed on the Platform before you confirm your Booking and will be documented in the relevant receipt or invoice. In the event of a Booking cancellation, the Service Charge is non-refundable.

Payment Methods: Payments can only be made using the methods listed on the Platform. Other payment methods are not accepted. Tickets will not be transferred to the User until the payment is successfully completed. The Company will proceed with booking the ferry ticket or other offered services only after successful payment. If payment is completed but the service booking cannot be finalized due to technical issues or unavailability at the time of payment, the Company will promptly reverse the transaction and refund the charged amount in full. The final release or return of funds by the User’s bank typically occurs within 3–7 business days, and the Company holds no further responsibility for any additional bank charges.

Installment Payments: If you choose to pay in installments, an additional interest rate will be applied to the final price. In the event of a Booking cancellation, the interest charges are non-refundable, and refunds will be issued in equal installments corresponding to those chosen during the Booking.

Invoicing: Within a reasonable timeframe after the payment is completed and the Booking confirmed, you will receive the legal transaction documents (receipt or invoice) at the email address entered during the Booking, provided you have requested them.

Service Fees: If you wish to cancel or make any changes after the Booking is completed, a fee (“Service Fee“) of €3 (or the equivalent in your Booking currency) per ticket will apply. The ability to change or cancel a ferry ticket, as well as the applicable terms, are determined by the respective Provider’s policies, over which we have no influence. Any additional costs arising from the Provider’s terms in the event of a Booking change or cancellation will be solely your responsibility. In the event of a cancellation, any shipping fees for physical tickets will not be refunded.

For additional services and their charges, please refer to the Special Terms of each service, which we recommend you review carefully. These terms are always presented to the User during the Booking process and at its completion.

Transactions in Foreign Currencies: The Platform allows transactions in various currencies. We are not responsible for any charges related to applicable exchange rates or fees imposed by your bank or third-party Providers, nor for any additional charges for transactions in currencies other than the one billed by your card issuer.

11. Applicable Law, Jurisdiction, and Other Terms

These General Terms of Use and any applicable Special Terms of Use, as amended from time to time, are governed and construed in accordance with Bulgarian law. In the event of a dispute between you and the Company concerning matters related to these General Terms of Use, any applicable Special Terms of Use, or your use of Ferryscanner, the courts of Sofia, Bulgaria shall have exclusive jurisdiction.

The General Terms of Use and any applicable Special Terms of Use are available in various languages. In the case of any interpretative issues, the English version of the General Terms of Use and any applicable Special Terms of Use shall prevail.

Ferryscanner, as a travel agency acting as an intermediary for the search and booking of ferry tickets, assumes no obligations or liabilities beyond those imposed by law. In all cases, we strive to provide the highest level of service and protect your rights to the greatest extent possible. You remain responsible for staying informed about and complying with the applicable Terms and guidelines of ferry companies, other Service Providers, and authorities, particularly regarding passenger and vehicle boarding conditions, departure times, and other relevant matters. Additionally, you are responsible for adhering to applicable immigration laws, procuring and presenting any required documentation or permits, etc. It is your obligation to confirm departure times with the ferry company or the relevant port authority, as delays, changes, or cancellations to your schedule may occur due to adverse weather conditions, high passenger or vehicle traffic at ports, strikes, or other force majeure events.

For any cancellations or changes to ferry schedules (e.g., departure gates, times of departure or arrival, etc.) occurring after the completion of your Booking, we are unable to provide you with updated information. Therefore, you are advised to monitor announcements from Service Providers and authorities and contact the respective ferry company or one of its central agents to stay informed about such changes. We will make every effort to notify you promptly about any significant changes to your Booking, provided that we receive timely information from the respective Provider before your scheduled departure.

12. Intellectual Property Rights

The Ferryscanner trademark, as a registered trademark, the domain name ferryscanner.com, as a registered domain name, and all content on the Platform—including texts, images, graphics, logos, design elements, third-party trademarks, and other materials—are the intellectual property of our Company or its partners. The copyrights associated with these elements belong to their rightful owners and are protected under applicable intellectual property laws.

The right to use the Platform does not grant Users any rights or licenses to use any intellectual property elements beyond what is necessary for personal and non-commercial use of the Platform, in accordance with these General Terms of Use.

Special Terms of Use of the Ferryscanner Platform

1. FLEXI

These FLEXI Terms and Conditions apply to and govern the use of Ferryscanner’s FLEXI optional service, which grants customers the option to modify or cancel their bookings, subject to the specific terms and conditions outlined below.

1.1 FLEXI Cancellation Policy

Customers may cancel bookings up to 48 hours before the scheduled departure time and receive a 100% refund of the booking’s value.

1.2 FLEXI Modification Policy

At least 48 hours before the scheduled departure, customers may submit a modification request to Ferryscanner’s Customer Support for changes to their booking, including changes to the Date & Time, Route, Passenger and Vehicle details, and the selected Ferry Company.

Customers are only required to pay any price difference that may occur from the ferry company, between the price of the new trip and the original trip (if applicable).

No refund will be provided for changes resulting in a cheaper trip.

The modification request must be submitted at least 24 hours prior to the scheduled commencement of the new trip.

Availability is subject to confirmation, and the new itinerary is considered completed only after receiving confirmation via email.

Trips booked upon modification using the FLEXI service are non-refundable and non-changeable.

1.3 Use of FLEXI

FLEXI can be used only once per booking for either cancellation or modification.

FLEXI can be applied to all passengers and trips in the booking or selectively to specific passengers or trips.

1.4 Refunds

Refunds will be issued to customers using the same payment method as the original transaction.

For all refund transactions, the processing time is subject to the policies and procedures of the respective banking institution. Customers are advised that the timeframe for the refund may vary and is determined by the policies of their associated financial institution.

1.5 No Additional Charges or Fees for the use of FLEXI:

Ferryscanner does not impose any cancellation or modification fees for the use of the FLEXI service.

The FLEXI service itself is non-refundable. Ιn cases of force majeure, where changes or cancellations are beyond the customer’s control, the customer shall receive a full refund (i.e. the full amount, including the ticket cost, the cost of the FLEXI service, and any add-ons etc).

1.6 Nature of the FLEXI Terms and Conditions

These FLEXI Terms and Conditions are supplementary to, and to be read in conjunction with Ferryscanner’s General Terms and Conditions. In the event of any conflict or inconsistency between these Terms and the General Terms of Use, the terms that are specific to the FLEXI service shall prevail for issues related to the FLEXI service, while the General Terms of Use shall govern all other aspects of the agreement. By using the FLEXI service, you agree that both the General Terms of Use and these Terms apply concurrently, together constituting the complete agreement between us.

Ferryscanner reserves the right to modify these FLEXI Terms and Conditions without prior notice and customers are advised to review them periodically.

2. Cancellation Protection

These Special Terms apply to and govern the use of Ferryscanner’s optional Cancellation Protection service, outlining the Terms, Conditions, and Exclusions that apply to this service. In the event of non-compliance, we may refuse to cover your claims, in whole or in part.

2.1 Definitions

The words or phrases listed below have the meanings described below.

Illness – A sudden incident for which treatment is essential to maintain life and/or to provide alleviation from the pain, suffering or lesions.

Accidental Injury – Bodily injury that is caused exclusively from violent, accidental and by external and visible means and constitutes the exclusive cause of death or permanent total or partial disability.

You /Your/ Yourself – means the ticket holder who has also purchased the protection for Cancellation Protection along with his/her ticket from us.

Doctor – A qualified medical practitioner registered with a recognized professional body. A doctor cannot be yourself or a member of your immediate family.

Immediate family – Your husband, wife, registered partner (if the legislation of your host country or State treats registered partnerships as equivalent to marriage), brother or sister, parent or parent-in-law, your (or your spouse’s) children.

Normal Pregnancy – Symptoms which normally accompany pregnancy (including multiple pregnancy) and which are generally of a minor and/or temporary nature (e.g. morning sickness, fatigue etc.) which do not represent a medical hazard to mother or baby.

Pre-existing medical condition – Any disease, illness or injury (whether diagnosed or not) at the date of booking.

Ticket – An authorized ticket that was purchased from us.

We / us / our – The meaning assigned in the General Terms of Use of the Ferryscanner Platform.

Incident – the sudden illness or accidental injury (as defined above) caused to you or a member of your immediate family.

Claim: Any sudden, accidental, unforeseen act that is not intended by you and/or your immediate family and whose damaging consequences are covered by Cancellation Protection policy and which may entitle you or your immediate family (depending on the case) to the refund of your ticket.

2.2 General Conditions

You must
- Not be aware of any material fact, matter or circumstance, at the time Cancellation Protection is purchased, which may give rise to a claim.
- Take all reasonable precautions to prevent or reduce any claim.
Unless we agree otherwise:
- The language of the documents and all communications relating to it will be English.
- All cases, which may arise regarding the Cancellation Protection and the repayment in accordance with these terms and conditions, including negotiation and performance, shall be governed by Bulgarian law, and you and we agree to submit to the exclusive jurisdiction of the courts of Bulgaria.

2.3 Duration of Cancellation Protection

Cancellation Protection only applies to the ferry tickets for which such cover has been purchased for and is in effect from the time the purchase is made (and the corresponding fee has been paid) and expires upon completion of check-in / boarding at the first point of departure.

2.4 When is Cancellation Protection valid

1. Cancellation Protection is only valid when the fee for the service has been paid and your booking has been confirmed.
2. Cancellation Protection applies if a valid medical certificate can be produced for the relevant travel date, and when an immediate family relationship is documented.

2.5 What we will refund

Cancellation Protection gives you the right to a refund of the ticket you have paid for, but not used, in the event of acute and serious illness, sudden accidental injury or sudden death occurring to you or a member of your immediate family, which prevents or makes it unreasonable for you to carry out your trip.
We will refund the cost of your tickets if you are unable to carry out your trip for any of the following reasons:
- Sudden illness or accidental injury, confirmed by a hospital doctor, occurring to you or a member of your immediate family, during the period between your ticket purchase date and travel date that requires inpatient hospitalization, provided that the period of hospitalization or post-hospitalization recovery period (as prescribed by the hospital doctor) exceeds the travel date. The aforementioned service is offered: (i) in the case of accidental injury for all ages, and (ii) in the case of sudden illness only if you or your immediate family member is under the age of 70 years old.
- Cancellation as a result of serious complications due to pregnancy, which occur before the 36th week of a pregnancy, is covered.
- Death occurring to you or a member of your immediate family due to a sudden illness or injury/accident with immediate effect on the scheduled flights.
- If there is more than one cause for the claim, the first of the causes that are produced and justified shall be used as the cause.
Cancellation Protection covers only the purchase price of the ticket including the service fee, luggage and seat charges.
Cancellation Protection does not cover supplementary purchases, such as hotels, car rental, etc.

2.6 What we will not refund

We will not provide a refund where:
- An illness or death is the result of a deterioration of a pre-existing medical condition and/or chronic illness which could be expected to occur within the period of cover for Cancellation Protection.
- An illness or the death is caused by surgery, a change of treatment or medication for a pre-existing medical condition.
- An examination, treatment and/or admittance to hospital was planned prior to the ferry trip being booked.
- The symptoms that accompany a normal pregnancy which are of a minor and/or temporary nature (such as morning sickness and fatigue) which do not represent a medical hazard to mother or baby, including a combination of minor symptoms, are the sole reason you are prevented from travelling.
- Your ferry trip is cancelled, abandoned, postponed, curtailed or relocated.
- You decide not to carry out your ferry trip or you are prevented from travelling other than for a reason included within the present Terms for Cancellation Protection.
- When making a claim and applying for a refund, you cannot provide documents that certify the reason for the cancellation, such as a doctor’s report for illness and/or accidental injury, etc.
- You are unable to attend the trip due to:
  - Any consequence of war, invasion, acts of foreign enemies, hostilities (whether war be declared or not), civil war, rebellion, revolutions, insurrection, military or usurped power, riot, civil commotion, strikes, lockout, terrorism, malicious intent or vandalism, confiscation or nationalization of or requisition or destruction of or damage to property by or under the order of any government or public or local authority.
  - Any natural disaster (such as some of the following natural phenomena: earthquakes and seaquakes, extraordinary flooding (including the sea’s battering), volcanic eruptions, atypical cyclonic storms (including extraordinary winds with speeds of more than 135 km/h), tornados, fires and storms with meteorological phenomena characterized by significant alterations of the atmosphere, bolts of electricity, thunder, lightning, wind and intense rain, snow or hail).
  - An outbreak of a contagious disease and the Government or any agency acting on behalf of the Government has imposed a ban on travel. o Any epidemic of diseases such as but not limited to SARS, Covid, Avian Flu, Tuberculosis, Hemorrhagic Fevers (including Ebola and Marburg), Meningitis, Measles, Mumps or Rubella.
  - The event is an influenza pandemic and the World Health Organization has raised the threat level to “Phase 5”.
  - You make a false or fraudulent claim and/or support a refund application by false or fraudulent document, device or statement.
  - The cause of claim is any act intentionally perpetrated by you and/or your immediate family, such as an act of wrongful misconduct, self-injury or suicide, reckless imprudence, serious negligence or act of crime.
  - The cause of claim is any accident that is produced while you are under the influence of alcoholic beverages, drugs, narcotics, psychotropic drugs, stimulants or any other substances that are analogous thereto.
We will not pay:
- The fee charged to you for the purchase of the Cancellation Protection; once the protection is purchased, the fee related to it is non-refundable.
- For travelling or associated expenses (unless travel costs are included as part of the total purchase price of the ticket), or any loss other than the purchase price (including service fee), of the ticket.
- Any costs you incur in submitting or providing evidence to support your refund application.

2.7 Claim and Refund procedure

You must notify us that a claim has occurred, by contacting our customer support via email or chat, attaching the documents that evidence the cause for the trip to be cancelled and the relevant documentation related thereto in order to receive instruction for the refund procedure, in a maximum period of thirty (30) days after the travel date.
If there is more than one cause for the claim, the first of the causes that is produced and justified by the documents provided shall be used as the cause.

2.8 Documents to be provided in the case of claim

It is a necessary and essential requirement for you to be entitled to the refund to provide us documents that evidence the cause for the trip to be cancelled and the relevant documentation related thereto.
Depending on the nature of your claim, you have to provide at your own expense the following:
- Documents that evidence the incident/cause of claim, such as hospital admission form, death certificate, or a confirmation from the patient’s treating hospital doctor, stating the date that the event occurred, the cause, the exact diagnosis, relative medical history, prescribed treatment and the fact that this medical condition did not allow the patient or the patient’s relatives to travel on the arranged date. These documents should include the date that the event occurred, the cause, the diagnosis, the prior records or antecedents and the treatment prescribed.
- Any reasonable additional evidence that we ask for.
If the cancellation is due to an incident suffered by an immediate family member, a document that evidences the relationship between you and said family member must be presented (a certificate of birth/family affiliation for each of the parties involved).
All documents must be received no later than thirty (30) days as from the time the claim was notified to us.

2.9 Repayment

Refund shall be made within thirty (30) days of receipt of full and satisfactory proof of our obligation for repayment in accordance with these terms and conditions and from the time when it is possible to determine the amount of repayment.
A refund will be made to the credit card number that was used for the purchase of the Cancellation Protection. If the Cancellation Protection has been purchased by other means of payment, you will be instructed to provide us with valid bank account details.

2.10. Cancel your purchase

You are entitled to cancel the Cancellation Protection, within 14 days from the date of purchase, provided that your departure date must be at least 14 days away. In case of cancellation the refund process usually takes up to 15 working days following the cancellation date. Due to bank procedures, though, any corresponding amount may take 7-10 extra days before appearing on your bank statement.

3. Ferryscanner’s Best Price Guarantee

Our Best Price Guarantee ensures that if you find the price of the ferry ticket cheaper on another website within 48 hours of booking with us, we will refund the price difference, subject to the following Terms and Conditions:

3.1 Eligibility Criteria

The lower-priced ticket must be for the same ferry company, route, travel date, departure time, ticket type, and passenger details (including vehicle type, if applicable), excluding service fee (if applicable).

You must submit your claim by chatting with us within 48 hours of making your booking on Ferryscanner.

You must provide proof of the lower price (e.g. a timestamped screenshot or a direct URL link showing the lower fare, including all applicable fees, taxes, and service charges). The lower-priced offer must still be bookable when reviewed by Ferryscanner.

Make sure that you provide your Ferryscanner booking confirmation number.

3.2 Exclusions

The Best Price Guarantee does not apply to:

Discounted tickets obtained through limited-time promotions (such as “last-minute” offers), loyalty programs, membership discounts, coupon codes, referral rewards on other websites or fluctuating prices that vary depending on availability or demand which are set by the ferry companies.

Prices from websites that do not disclose the ferry company or ticket details until after the booking is made.

Tickets bundled with other services, such as accommodation or car rentals (package deals).

Claims where price differences are due to currency conversion rates or exchange fees.

Prices resulting from technical glitches or errors on other websites.

3.3. Claim review and refund process

Ferryscanner will verify your claim and notify you of the outcome within 72 hours. Approved refunds will be processed within 12 business days.

Ferryscanner reserves the right to deny claims that do not meet the eligibility criteria or lack sufficient proof.

The refund will be issued via the original payment method used for the booking.

Only one refund may be issued per booking.

3.4. Policy changes

Ferryscanner reserves the right to modify or terminate the Best Price Guarantee at any time without prior notice.

These General Terms and any applicable Special Terms may be amended at our discretion without prior notice and will be posted in the relevant section of the Platform for User information. We recommend that you review the Terms of Use regularly.

Need Help? Chat with us

Welcome aboard!

Contents