Terms & Conditions
Cancellations - Refunds
Cancellations can be made at the Travel Agency, Port Agency, Premium Sales Agent or at the offices of the Company where reservation and payment were made. Depending on the time of cancellation the following amounts are refunded (special offers excluded):
- A 100% refund, up to 14 days prior to departure.
- A 50% refund, from 13 days to 24 hours prior to departure.
- The Company has no obligation to refund in case of cancellations made less than 24 hours prior to ship’s departure or if the passenger does not report at checkin.
Passengers have the right to make their ticket OPEN with validity for one year from the date of issuance. If this ticket is cancelled, the date of rebooking is considered as the date of cancellation and the refund is calculated in relation to the original travel date.
- In the event of a partial cancellation of a round trip of which one crossing has been completed, the passenger will be charged a one way fare and will be refunded as above for the balance of the round trip fare.
- In the event of a whole cancellation of a round trip, the passenger will be refunded as above (based on the time of cancellation). A request for refund must be made in writing and the actual refund may take place in a three month period after the last date of travel. Cancellations and refunds can only be settled through the Travel Agency, Premium Sales Agent or offices of the Company, where tickets were issued. Port Agencies may cancel a ticket once check-in has been finalized but cannot refund money. The Company is entitled to retain the total value of ticket if the passenger interrupts his voyage at an intermediate port, unless the interruption
is due to illness, accident or force majeure.
Open tickets are valid for one year from the date of issue. Passengers with an open return ticket must reserve their return journey well in advance through the Travel Agency, Premium Sales Agent, Port Agent or the offices of the Company, where reservation and payment were made. Open Return fares are always calculated on the basis of the low season fare. In the event that a passenger travels in shoulder or high season or during a period in which a new tariff is in force, then the difference between the current and the pre-paid fare has to be paid by the passenger. The Company cannot always secure the reservation of the passengers on their desired travel dates or accommodation type. Alternative travel dates or accommodation types may be offered.
In case of a lost ticket: a) The passenger must immediately notify the issuing Travel Agent, Premium Sales Agent, or the Company. b) The passenger bears the cost of the reissued ticket. The lost ticket is refunded only by the issuing ticket office, three months after the departure date, following verification that the relevant ticket has not been used.
Valid proof may be required by the Company for discounted fares e.g.: a) infants, b) children, c) senior citizens, d) students, e) youths f) members of automobile associations & camping clubs. Discounts should be claimed upon reservation. After the voyage, no fare may be refunded.
The Company does not accept reservations for children under 15-years of age who are not accompanied by adults. Reservations for young people between 15 to 18-years of age can be accepted upon specific written permission by the parent or legal guardian for the unaccompanied voyage. Appropriate forms are available at the offices of the Company (customer service, tel.: +30 210 89 19 010, e-mail: firstname.lastname@example.org ).
On board our Vessels there are specially designed cabins with easy access and operation to accommodate disabled passengers. Due to a limited number of such cabins it is necessary to reserve in advance. For further assistance, please call the Customer Service Direct Line.
Onboard our vessels there are a number of kennels available, which are necessary to be booked in advance. Furthermore, there are a limited number of cabins available for pet carriage. It is also necessary to reserve these in advance. Unaccompanied pets are not acceptable. Owners or guardians are required to have their pet’s valid health documents with them while travelling (EU citizens are additionally required to have their EU Pet Passport) and follow all entry regulations. For all cats, dogs and ferrets a valid rabies immunization document is mandatory. For more information, please always check with your veterinary and your local travel agent. Pets are not allowed indoors (bars, restaurants and other public areas) or in vehicles (unless you have booked camping on board), while access to the vehicle deck is forbidden during crossings. While walking on the open decks, pets are required to wear a muzzle and be on a leash, accompanied by the pet owner or guardian. The pet owner or guardian is held fully responsible for the care, safety and hygiene of the pet and for adhering to all laws and regulations related to the above. Furthermore, pet owners are solely responsible for any possible harm or damage caused by their animals to any third party. Excluded from the above mentioned restrictions are animals that guard and assist people with disabilities that may accompany their owners. Owners must hold the appropriate certificates for these animals. Note: Carriage of live animals (other than pets) is governed by the cargo terms and conditions of the Company. For more information passengers should contact the Customer Service department of the Company.
Camping on Board
Camping on board is permissible from April 1st to October 31st. Those travelling with a caravan or a camper should check in at least 3 hours prior to the scheduled departure time. Delayed arrival of a camper may hinder boarding on the open deck. Due to the limited space for camping on board, it is advisable to book well in advance. For safety reasons, cooking and the use of gas or fire by camping-on-board passengers is strictly forbidden. Please pay special attention to the camping on-board instructions available on board. Camping on Board is permitted for clients traveling with vehicles officially registered camping vehicles, campers and
caravans. Regular cars and/or minibus vehicles are not permitted for camping on board. Any vehicles that are not registered as camping vehicles will not be permitted for camping on board and clients will be denied access to the open deck.
Meals are not included in the price of the ticket.
Passengers may hand in their valuables at the ship’s Purser’s Office for safe-keeping, provided that their total value does no exceed 500€. The Company is not responsible for the loss of money or valuables left in open storage spaces or in cabins. Please, report the loss of any personal item to the Reception Desk on board during the voyage or call the Customer Service Direct Line. Personal belongings that have been placed on passenger’s vehicles will not be accessible during the voyage since entry to the garage is prohibited after vessel’s departure.
Boarding Procedure / Entry Regulations
Due to our compliance with the security regulations of the ISPS (International Ship and Port Facility Security) code, all passengers are kindly required to proceed to the embarkation area, at least 2 hours prior to the scheduled departure time.. All passengers are required to present their boarding card and a valid passport or ID to the Vessel’s authorized personnel. The Company reserves the Company’s rights to deny embarkation to any individual who, according to the best of Company’s knowledge, does not appear to possess valid travel documents or fails to prove, beyond a doubt, his/her identity. In the event of a fine being imposed on the Company by the immigration office, the amount will be charged to the passenger who failed to provide the proper legal documents. The Company cannot be held responsible in the event that authorities prevent a passenger from continuing his/her journey. In the event of immigration officials refusing entry, the passenger will be sent back to his/her departure place at his/her own expense. We would recommend that citizens of all states contact the appropriate consulate for details. Infants and children also require official documents of identification. All persons and all items brought on board the Vessel are liable to be searched. Persons refusing to comply with this demand shall be denied access on board and will be reported to the appropriate port authorities. If a passenger boarded on the Vessel wishes to disembark prior to departure, he/she must take all their carrying luggage and/or vehicle. In the case of vehicles of all kind, please bear in mind the possibility of you being unable to remove them from the ship’s garage due to their pre-arranged parking positions. Carriage of guns, cartridges, explosive, flammable, combustible and in general hazardous materials is strictly prohibited.
Currency on board
The currency used on board is Euro. Exchange Bureaus and ATM cash points are also available. Major Credit cards are accepted.