Reimbursement procedure

REFUND FOR CANCELLATION OF SERVICES

In the event of a delay of more than ninety minutes from the scheduled departure time or the cancellation of a passenger service, passengers can choose, based on EU REGULATION No. 1177/2010, between:
  • alternative transport to the final destination on similar terms, as soon as possible and at no extra charge;
  • refund of the ticket price and, where appropriate, free return to the first point of departure indicated in the transport contract, as soon as possible.

To ensure full comfort and maximum safety of navigation, Delcomar ferries will not be able to make crossings in the presence of waves with a height exceeding 3 meters. If Delcomar finds, at its own unquestionable technical judgment, such weather and sea conditions, the ship’s departure will be cancelled.

In this eventuality, the passenger will have the right to make the crossing on a subsequent departure of another Delcomar ship, with the right to be reimbursed for any tariff difference.

In case of cancellation of the ride, the ticket will remain valid for one year from the date of issuance.

REFUND FOR IRREGULARITIES: DELAYED DEPARTURE OR LONGER DURATION OF THE TRIP

Based on Regulation (EC) no. 1177/2010, passengers can request an economic compensation equal to:
  • 25% of the ticket price if the delay on arrival at the final destination exceeds one hour.
  • 50% of the ticket price if the delay on arrival at the final destination exceeds two hours.
However, Delcomar is relieved of the obligation to pay economic compensation to passengers in the event of a delay on arrival if it proves that the delay is caused by weather conditions which endanger the safe operation of the ship, or by extraordinary circumstances which impede the execution of the service, which could not reasonably be avoided.
Delcomar also reserves the right to have other stopovers, other than those foreseen, for reasons relating to the safety of navigation, based on the technical evaluation of the Captain. In such cases, the passenger is not entitled to a refund or compensation.

PASSENGER FAILURE TO DEPARTURE

Should the Passenger decide not to make the journey for reasons not dependent on Delcomar, failure to use the passage ticket does not entitle to a refund.