“Accessibility Requirements” means accessibility requirements and assistance which includes, but is not limited to, specific accessibility needs, the requirement of onboard lifts or provision for extra space needed for coaches using their integrated lifts.

“Adult Ticket Holder” means a person aged 16 or over with a valid ticket.

“Athens Convention” means the Athens Convention relating to the Carriage of Passengers and their Luggage by Sea as it has effect in the United Kingdom (including through retained Regulation (EC) No 392/2009 and the Merchant Shipping (Carriage of Passengers by Sea) Regulations 2012).

“Booking” has the meaning given in Condition 2.2.

"Conditions" means these Conditions and the Policies as amended from time to time in accordance with Condition 1.7.

“Contact Information” means the contact information which can be found at https://www.redfunnel.co.uk/contact-us

“Dangerous Goods” means any goods, materials or substances (including their packaging and containers) that are classified as dangerous goods under the International Maritime Dangerous Goods Code (IMDG Code) as amended from time to time, or that are otherwise hazardous, flammable, explosive, radioactive, corrosive, toxic, harmful, polluting or liable to cause injury, damage or contamination, and includes any goods requiring a tremcard, UN packing group classification or special handling under applicable law.

“eTicket” means an electronic ticket issued by us.

“Force Majeure Event” means an event outside of our control, including (but not limited to) weather conditions endangering safe operations, natural disasters or acts of God.

"Goods" includes, without limitation, cargo, livestock and animals (approved by us), vehicles, luggage, and personal property of all kinds whatsoever, together with any packaging, the container and/or vehicle in which they may be carried and other goods (unless otherwise stated by applicable law).

“Lead Passenger” means the lead passenger (or sole passenger) whose details are provided at the time of Booking.

“Policies” means our policies referred to on our Website, as may be amended from time to time. 

“Prohibited Goods” are listed on our Website: https://www.redfunnel.co.uk/conditions/prohibited-goods (as may be amended from time to time).

“Property” means any Red Funnel property, including the Terminals, ticket office, car park and any other private property nearby.

“Services” means the Vessel service to be provided by us to you, as confirmed in the Booking.

“Service Disruption” means where we delay, cancel or materially alter a Service(s) due to reasons within our reasonable control, including (without limitation) scheduling decisions, maintenance planning, non-urgent technical issues or allocation of Vessels.

"Surcharge" means an additional charge that we may apply to your Booking after the contract has been formed, in accordance with Condition 2.7.

“Terminal” means the terminal from which the Vessel departs or arrives, as the case may be.

“Ticket” means any valid ticket (including an eTicket) permitting travel on the Services.

“Vessel” means any ferry we own, run or use (including where by a third party) to carry you.

“we”, “us”, “our” means Southampton Isle Of Wight and South England Royal Mail Steam Packet Company Limited t/a Red Funnel, a company registered in England and Wales (company registration number: 2404) whose registered office address is 12 Bugle Street, Southampton, Hampshire, England, SO14 2JY.

“Website” means our website at: https://www.redfunnel.co.uk/, as may be amended from time to time.

“you” or “your” means the person agreeing to these Conditions, together with each person who gets onto the Vessel, even if they have not paid.

1.2    Reference to any statute includes references to that statute as amended, extended or re-enacted, and to all subordinate legislation under it. 

1.3    References to these Conditions includes the Policies.

1.4    The headings in these Conditions are for convenience only and do not affect their interpretation.

1.5    We do not contract as a Common Carrier (someone who must take any passenger who offers the right fare). Nothing in these Conditions affects consumers' statutory rights, including under the Consumer Rights Act 2015.

1.6    We may correct obvious errors without liability where it is reasonable to do so and where this does not materially disadvantage you. 

1.7    We may update these Conditions and the Policies for legal, regulatory or safety reasons or to reflect improvements to the Services. Updates made will not affect a Booking unless required by law or for safety. Where a change to a Booking would cause a material disadvantage to you, you may cancel your Booking for a full refund. 

2.1    You shall provide us with the information that we request from you at the time you make a Booking, which may include, for example, the number of tickets, the Lead Passenger name and your email address.

2.2    Once we have accepted your request for the Service(s) at the ticket office, via the website, via the phone, email, or by any other applicable third party and issue our booking reference number and Ticket, a contract comes into existence between us and you in relation to the Service(s), incorporating these Conditions and the Policies (each being a Booking). 

2.3    Bookings should, where possible, be made on our Website. If this is not possible, please contact the contact centre via phone, or the bookings and general enquiries team via email, using the Contact Information. Bookings which are not made on the Website may be subject to additional fees. 

2.4    We will issue eTickets for all Bookings to the default email address provided by you, or an alternative address if provided. eTickets will contain a detailed travel itinerary and travel advice.

2.5    Prices are as quoted at the time of booking and include applicable taxes and mandatory charges.  

2.6    We reserve the right to update our prices as shown on our website or at the Terminals from time to time, and you will be advised of the current price of the Service(s) that you wish to purchase before you receive confirmation of your Booking.

2.7    In limited circumstances, we may apply a Surcharge to your Booking after the contract has been formed. We may only do so where:
  2.7.1    a government, port authority, or other regulatory body imposes or increases a tax, levy, duty, or mandatory charge that applies to the Services after the date of your Booking;
  2.7.2    there is a material increase in fuel costs, being an increase of 10% or more in the average price of marine gas oil as published by a recognised industry index, compared to the price on the date of your Booking; or
  2.7.3    there is a significant and unforeseeable increase in our operating costs arising from circumstances genuinely beyond our reasonable control.

2.8    Any Surcharge will be calculated to reflect only the actual increase in our costs attributable to the relevant circumstance. The Surcharge will not exceed 10% of the original price of your Booking, unless a higher amount is required to recover a mandatory tax, levy, or duty imposed by a government or regulatory body.

2.9    We will give you at least 14 days' written notice before any Surcharge takes effect, setting out the reason for the Surcharge and how it has been calculated.

2.10    If you are a consumer and we notify you of a Surcharge, you may cancel your Booking without penalty within 14 days of receiving our notice, provided travel has not yet commenced. If you cancel under this Condition, we will refund any payments you have made for the affected Service(s) in full.

2.11    Apart from where otherwise agreed by us in writing, full payment is due from you at the time of completing the Booking.

2.12    We will issue all refunds, where agreed by us in writing, by making payment in the original form it was made (for example, refunding the credit card used to make the initial payment), unless agreed otherwise by us in writing. 

2.13    We may cancel the Booking at any time and will not provide a refund if:
  2.13.1    you do not make any payment when it is due; 
  2.13.2    you do not, within a reasonable time of us asking for it, provide us with information that is necessary to fulfil our obligations; 
  2.13.3    you materially breach these Conditions; or
  2.13.4    you breach Conditions 6, 9 or 12. 

2.14    All Bookings will be made in the name of a Lead Passenger. Bookings are strictly non-transferable and the Lead Passenger may not transfer, sell or otherwise dispose of the Booking to another person, unless agreed otherwise by us in writing. 

2.15    Any Booking which is found to be transferred, sold or otherwise disposed of may be cancelled, and no refund or compensation will be given in such circumstances, except where required by law. We also reserve the right to cancel any associated return journey in relation to a Booking if a breach of Condition 2.14 is identified. This Condition 2.15 does not affect your statutory rights.

3.1    You must ensure that you are in possession of a valid Ticket and booking reference number when arriving to check-in for each Service.

3.2    We use Automatic Number Plate Recognition to improve check-in efficiency. 

3.3    If applicable, provide the vehicle registration number where known at the time you request the Service(s).

3.4    The departure times displayed (including, but not limited to) at our Property, on our materials, Bookings, and Website are for guidance only and are subject to change (Departure Time). 

3.5    You must check in at least:
  3.5.1    15 minutes before the Departure Time if you are travelling with a vehicle; or 
  3.5.2    10 minutes before the Departure Time if you are travelling on foot.

3.6    If you do not check in, in accordance with Condition 3.5, we cannot guarantee you will be permitted on the Service, and we are not responsible for any resulting loss except where required by law. We may, at our discretion, transfer you to the next available service, subject to availability and any applicable charges. 

3.7    We may refuse to permit you to board the Vessel, or provide you with the Services where, in our reasonable opinion, any of the following apply:
  3.7.1    you fail to comply with our Policies or you are, or appear to be, unfit to travel, including where necessary to protect health and safety or to comply with applicable law; or 
  3.7.2    you fail to present a valid ticket or provide required travel information where requested. 

3.8    If we refuse your carriage or boarding in accordance with Condition 3.7, we may cancel the affected Booking (and any associated return or onward journeys) and no refund, credit or compensation will be due, except where required by law. This Condition 3.8 does not affect your statutory rights.

4.1    We will endeavour to accommodate any special requests you notify to us at the time of Booking, but we do not guarantee that we can fulfil any of your special requests.

4.2    If we are unable to meet a special request, we will inform you as soon as reasonably practicable. We are not liable for any loss resulting from a failure to meet a special request that has not been expressly accepted by us in writing, except where required by law.

We do not permit children under the age of 11 to make a Booking, travel on a Service or move around the Vessel or on our Property, without being accompanied by an Adult Ticket Holder, unless we expressly permit this in writing.

6.1    When you make a Booking with us, you accept responsibility for the conduct of yourself and any persons travelling with you. You shall not, and shall ensure those travelling with you shall not:
  6.1.1    cause or are likely to cause discomfort, offense, nuisance or disturbance to other passengers or our staff;
  6.1.2    behave in a threatening, offensive or aggressive manner towards other passengers or our staff;
  6.1.3    be intoxicated or under the influence of drugs; or
  6.1.4    in our reasonable opinion, present a safety risk or fail to adhere to our safety guidelines, instructions and any applicable legislation.   

6.2    You must read and comply with our ‘Conduct on board’ policy on our Website, linked here: https://www.redfunnel.co.uk/conditions/conduct-board as may be updated from time to time.

7.1    If we anticipate or experience a delay to the Services, we will advise you as soon as we can and notify you of the new estimated departure and arrival times, where possible. 

7.2    If a Service Disruption occurs in relation to a Service for which you have a Booking, please refer to our ferry service disruption policy which can be found here: https://www.redfunnel.co.uk/service-disruption-claims (Ferry Service Disruption Policy).

7.3    In the event of a Service Disruption, you may not be entitled to the assistance or compensation as set out in the Ferry Service Disruption Policy if: 
  7.3.1    you were informed of the Service Disruption before completing your Booking;
  7.3.2    the Service Disruption was caused by your action; or 
  7.3.3    you travel on an open-ended ticket, such as ‘Red Jet foot passenger travel’ in which case certain rights may not apply.

7.4    If there is a delay to the Service caused by a Force Majeure Event (rather than an event that would be covered by the Ferry Service Disruption Policy) we are not required to provide you with assistance or pay you compensation. Please refer to the Ferry Service Disruption Policy, for further details.

8.1    You must ensure that your Goods are accompanied at all times. 

8.2    We do not accept liability for Goods left on our Property or the Vessel and we do not provide facilities for leaving Goods on our Property. Nothing in this Condition excludes liability for our failure to exercise reasonable care and skill.

8.3    If during your journey your Goods are damaged by us, you must advise a member of our staff immediately, who will take a report from you. Your report will be investigated in line with our complaints process, as set out in Condition 15. Please refer to Condition 13 in respect of our liability to you for damaged Goods.

8.4    If you believe that you may have lost Goods whilst using our Services, please contact any of our staff, or email [email protected]. 

8.5    Collection or delivery of Lost Goods will be at your expense, and we may ask for reasonable evidence of ownership from you.

8.6    Any Goods which are found, handed in or reasonably appear to us to be lost or abandoned on the Vessel or on the Property (Lost Goods) will be held by us for 30 days and either disposed of or forwarded to charity.

8.7    We will not be liable in respect of any Lost Goods held by us.

9.1    Any consignment note(s) issued by us shall not be taken to evidence the condition of the Goods or the correctness of the declared nature, quantity or weight of the Goods at the time we receive them.

9.2    You are responsible for ensuring accurate declarations, and suitable packaging of Goods.

9.3    You may not carry, store or use any Prohibited Goods on the Vessel or in or around the Property. If you are carrying, storing or using any Prohibited Goods on the Vessel or on our Property, you must notify a member of staff immediately.

9.4    You must declare to us in writing any Dangerous Goods at least 24 hours prior to your Booking, and comply with the International Maritime Dangerous Goods (IMDG) Code, the Carriage of Dangerous Goods and Use of Transportable Pressure Equipment Regulations 2019, and any applicable port byelaws. 

9.5    You shall provide us with a statement of the identity of any Dangerous Goods, which shall include the nature and danger involved by quoting the relevant UN packing group under which the Goods are classified, together with the IMDG code and flashpoint where applicable. 

9.6    Where required, tremcards must accompany the Goods.

9.7    You must also comply in all respects with the Merchant Shipping (Carriage of Dangerous Goods and Harmful Substances) (Amendment) Regulations 2024 (giving effect to the IMDG Code and related IMO Codes), the Dangerous Goods in Harbour Areas Regulations 2016, the Carriage of Dangerous Goods and Use of Transportable Pressure Equipment Regulations 2009 (for any road legs to or from our Terminals), the Merchant Shipping (Carriage of Cargoes) Regulations 2024, the Merchant Shipping (Prevention of Pollution from Noxious Liquid Substances in Bulk) Regulations 2018 (where applicable), and all other applicable laws, regulations and mandatory codes governing dangerous goods and harmful substances by sea and at the shore‑side interface.

9.8    We may refuse or impose conditions on carriage of Dangerous Goods. Undeclared Dangerous Goods or Prohibited Goods may be offloaded, rendered safe or disposed of without liability, with you being held responsible for all related costs. 

9.9    Any perishable Goods which are either (a)refused, (b) directed to a place not known to us, (c) not taken within six hours of arrival may be disposed or sold by us, without any liability to you. 

9.10    We shall not be obliged to carry or otherwise handle Dangerous Goods. 

9.11    For safety and legal compliance, we may, where lawful, inspect or require unloading of any Goods where reasonably necessary. We will act with reasonable care and in accordance with applicable law, and we will accept no liability in such event. 

9.12    Empty containers left on the Vessel or at our Property, which are not removed within 30 days of their arrival may be sold or disposed of by us. We will keep any proceeds, where sold, to account for the cost of disposal of the empty containers.

9.13    For further information relating to Prohibited Goods, please see our ‘What not to bring on board’ policy on our Website: https://www.redfunnel.co.uk/conditions/prohibited-goods as may be updated from time to time. 

10.1    We shall have a particular, possessory lien against the owner of the Goods carried under these Conditions for any unpaid charges properly due to us in respect of that carriage, together with reasonable, properly and necessarily incurred storage and insurance costs while the lien is maintained (evidenced to you on request), we will take reasonable care of the Goods whilst detained and will not sell any Goods unless (a) we have first given you (and, where different and reasonably identifiable, the owner of the Goods) clear written notice of the lien, the sum required to redeem, and our intention to sell if not redeemed within a reasonable period, and that period has expired without redemption; and (b) any sale is conducted in accordance with applicable law (including the Torts (Interference with Goods) Act 1977) or pursuant to a court order.

10.2    We may apply net sale proceeds to the unpaid charges and the reasonable, properly and necessarily incurred costs of detention, insurance and sale, and shall account promptly to you for any surplus. 

10.3    Nothing in this Condition excludes or limits any statutory rights of the customer or liabilities of us that cannot lawfully be excluded or limited. Where proportionate and reasonably practicable, we will allow you to remove essential personal items (for example, medication and travel documents) from detained goods prior to any sale.

11.1    Where possible, changes to your Booking should be made online. Should you not be able to make changes to your Booking online, please contact the contact centre via phone, or the bookings and general enquiries team via email using the Contact Information.

11.2    You may change your Booking, subject to availability and our amendment fee, details of which can be found here: https://www.redfunnel.co.uk/isle-of-wight-ferry/plan/fares/private-vehicles.

11.3    If you cancel your Booking, you may be entitled to a refund as follows, details of which can be found here: https://www.redfunnel.co.uk/isle-of-wight-ferry/plan/fares/private-vehicles.

11.4    No amendments can be made to expired Bookings (where either the Service was not used but the date/time has passed) and no refund will be given.

11.5    If our Services are not performed with reasonable care and skill, you may be entitled to repeat performance or a price reduction under the Consumer Rights Act 2015. These remedies are in addition to your rights under the Athens Convention and retained Regulation 1177/2010.

12.1    You shall at all times follow and carry out all lawful directions of the Master and/or our crew members of the Vessel or the Property at all times, including directions for safety.

12.2    You must be seated when advised or requested to do so by the Master or any crew member, for any reason, at all times.

12.3    You are required at all times to take all reasonable precautions for your own safety and safety of any person in your care (particularly children). This includes but is not limited to:
  12.3.1    complying with our Policies;
  12.3.2    using hand and guard rails at all times as provided around the Vessel and the Property, appropriately restraining children and ensuring that children are accompanied by a responsible adult at all times and paying attention to the safety briefing given; and
  12.3.3    taking particular care in conditions of inclement, rough or heavy weather or as advised by the crew.

12.4    We may refuse carriage or require disembarkation on safety grounds, whilst complying with any applicable laws. Any such decision will be taken reasonably and proportionately, having regard to safety and applicable law.

13.1    Nothing in these Conditions excludes or limits our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation. These conditions do not exclude or restrict your statutory rights.

13.2    Except as provided by the Athens Convention and applicable law, we are not liable for losses caused by Force Majeure Events. This does not affect your passenger rights to assistance, reimbursement or re-routing under Regulation 1177/2010 where applicable.

13.3    Where the Athens Convention applies to your journey as it has effect in the United Kingdom, our liability to you as a passenger and for loss of or damage to Goods (including vehicles) will be determined and limited in accordance with that regime. The Athens Convention sets monetary limits, provides for compulsory insurance and, in certain cases, allows claims to be brought directly against our insurer. Where the Athens Convention uses the term "luggage", any reference in these Conditions to "Goods" will be construed consistently with that regime.

13.4    The Athens Convention in most cases limits the carrier's liability for death or personal injury or loss of or damage to Goods (including a vehicle) and makes special provision for valuables.

13.5    The Athens Convention presumes that Goods have been delivered undamaged, unless written notice is given to the carrier:
  13.5.1    In the case of apparent damage, before or at the time of disembarkation or re-delivery; or
  13.5.2    In the case of damage which is not apparent or of loss, within 15 days from the date of disembarkation or re-delivery or from the time when such re-delivery should have taken place.

13.6    To the extent that your claim is not governed by the Athens Convention, our liability may be limited under the Convention on Limitation of Liability for Maritime Claims 1976 as amended, as it has effect in the United Kingdom. Where applicable, those rules limit the total amounts recoverable for certain types of claims.

13.7    You are responsible for losses caused by your breach of these Conditions, or by Dangerous Goods or improperly packaged Goods, to the extent permitted by law.

14.1    We may use other third parties, such as subcontractors or other carriers. Their terms and conditions will apply to the services that they provide to you. On request, we will identify them or point to their terms and conditions. 

14.2    Go South Coast Ltd operates the Town Quay Connect shuttle bus service (Bus Service). If you use the Bus Service, you will be subject to Go South Coast Ltd’s terms and conditions, which are available on request.

14.3    If we arrange for another third party to provide other services which may include facilities, visits to attractions and so on) we do so as your agent and your contract for those services and/or facilities will be with the third-party supplier, whose terms and conditions will apply. In these circumstances, we only make the arrangements acting as your agent, and the terms and conditions of those other services and/or facilities will be liable to you in respect of such arrangements.

15.1    Please report any issue, concern or problem (Complaint) to a member of staff at the time the Complaint arises.

15.2    In the unlikely event that your Complaint cannot be remedied, please contact us using the following email address: [email protected] , within 28 days of concluding the affected Service. We shall investigate the Complaint and respond to you within 28 days of receiving your email.

We strongly recommend that you have adequate insurance cover suitable for your travel arrangements, including the Services. We will not be responsible for any liability, expenses, or losses you may incur as a result of having or not having travel insurance.

17.1    Dogs and other pets may travel on our Services, however, we reserve the right to refuse pets travelling on our Services at our discretion.

17.2    Pets must be kept on a lead and sit on the floor or be transported within a pet carrier for the duration of the Services. 

17.3    It is your responsibility to:
  17.3.1    clear up any mess from or created by a pet on the Vessel or on the Property; and 
  17.3.2    inform one of our staff members. 

17.4    You may be liable for any associated costs relating to clearing up any mess relating to your pet.

17.5    You must read and comply with our ‘Carriage of Dogs’ policy: https://www.redfunnel.co.uk/policies-and-conditions/dog-friendly-travel#policy if a dog or other pet will be accompanying you on the Service, or on our Property.

18.1    You must drop off the vehicle at the Terminal no earlier than two hours before, and no later than one hour before, the scheduled departure time for the Services. We may refuse to accept a vehicle presented outside this window and no refund will be due for any missed Service(s) in those circumstances. 

18.2    You must place a printed copy of the e-Ticket clearly on the passenger seat of the vehicle and hand the vehicle keys to the ticket office. The keys must not be left in or on the vehicle. You authorise us to retain the keys until collection. 

18.3    You must collect the vehicle on the same calendar day as the scheduled Service arrival. Collection is only available between 07:00 and 18:00 at the arrival Terminal. 

18.4    You must present a copy of the e-Ticket and any requested identification on collection of the vehicle. We may refuse to release the vehicle if you do not produce these items or if we reasonably suspect fraud or unauthorised collection. 

18.5    If you do not collect the vehicle on the same day, storage charges will apply from the time the vehicle is made available for collection, as set out in Condition 18.12.

18.6    By handing over the keys to the vehicle you grant us authority to start, drive, park, manoeuvre and otherwise handle the vehicle within the Terminal, on and off the Vessel and on the Property, including any associated storage or holding areas as we reasonably consider necessary to provide the Services and manage our operations.

18.7    You confirm the vehicle is roadworthy, insured as required by law, and has sufficient fuel, battery charge and other consumables to permit the movements described in Condition 18.6. 

18.8    You must remove all personal possessions and valuables before drop-off. We are not responsible for loss of, or damage to, items left in the vehicle unless caused by our failure to exercise reasonable care and skill. 

18.9    You must disclose to us at drop-off any known defects, alarms or immobilisers, non-standard features, modifications, steering locks, or other characteristics that could affect safe handling of the vehicle. You must also ensure that any loads are properly secured and that no Prohibited Goods are left in the vehicle. 

18.10    We may photograph or otherwise record the exterior condition of the vehicle at handover and/or collection. Pre-existing damage, fair wear and tear, minor surface marks consistent with ordinary handling, and mechanical or electrical faults not caused by our failure to exercise reasonable care and skill will not be our responsibility.

18.11    You are responsible for, and shall pay, all fines, penalties, tolls, clamping or release charges, and similar sums relating to the vehicle that arise from circumstances existing before drop-off or after collection, or which arise due to your breach of these Conditions.

18.12    If you fail to collect the vehicle on the day of arrival during the hours set out in Condition 18.3, storage charges will accrue from the time the vehicle is first made available for collection at our then-current daily storage rates, available on request. Storage charges accrue per 24-hour period or part thereof.

19.1    You may drive your vehicle onto Property and on and off the Vessel only if you hold a valid driving licence for the class of vehicle, are fit to drive, and the vehicle is roadworthy and appropriately insured. 

19.2    You must comply with all signs, speed limits, marshalling signals and instructions given by our staff at all times. 

19.3    We may direct and control the movement, positioning and parking of all vehicles on our Property and on the Vessel for safety, security and operational reasons. You must not commence, continue or resume driving unless instructed to do so. We may refuse or cease the Service or require you to stop or move the vehicle where we reasonably consider it necessary for safety, security or regulatory compliance. 

19.4    You are responsible for ensuring that any passengers, animals or Goods in your vehicle do not interfere with safe driving and comply with any instructions to disembark, vacate or remain away from the vehicle.

19.5    You must maintain motor insurance that provides at least the compulsory level of cover required by law for use of the vehicle on roads and in port areas. You are responsible for any loss or damage to any person or property arising from your driving or breach of these Conditions while on our Property or the Vessel, except where caused by our failure to exercise reasonable care and skill. Nothing in these Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded. 

19.6    If an incident occurs on the Vessel or on our Property, you must promptly notify our staff, cooperate with any investigation, and provide accurate details of the driver, vehicle and insurance. We may use CCTV, body-worn video and incident reports for safety, security and claims handling.

20.1    You must notify us of your Accessibility Requirements when you make your Booking, or at the earliest possible opportunity prior to the Service. 

20.2    Failure to notify us of your Accessibility Requirements when you make the Booking may mean:
  20.2.1    that we may be unable to comply with your Accessibility Requirements; or
  20.2.2    in some circumstances, we may not provide you with the specific Service(s) you have booked. Where this is the case, we will either request you (and anyone accompanying you) not to embark the Vessel, or to disembark the Vessel and wait for a later Service.

20.3    If you are a coach driver, or organising a group of individuals, you must assist us with the planning and provision of Accessibility Requirements, including making any Accessibility Requirements known to our staff at check-in (whether previously advised or not).

20.4    We provide non-discriminatory access and assistance to disabled persons and persons with reduced mobility in accordance with law. Please refer to our passenger assistance policy for more details: https://www.redfunnel.co.uk/passenger-assistance.

20.5    Bookings for persons with additional needs may require additional actions from you to ensure they have appropriate support. Please contact the contact centre via phone, or the bookings and general enquiries team via email, using the Contact Information.

20.6    For damage to mobility equipment due to our fault or neglect, compensation will reflect replacement value.

We will use any personal data you give us as set out in our privacy notice: https://www.redfunnel.co.uk/conditions/privacy-policy 

Alternative dispute resolution (ADR) is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If we cannot resolve your complaint and you would like to proceed with ADR, we will inform you about an approved ADR provider and whether we are willing or obliged to use ADR. This does not restrict your right to go to court.

These Conditions and your contract are governed by the laws of England and Wales. Wherever you live, you may bring proceedings in English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in..

24.1    We can transfer our contract with you, so that a different organisation is responsible for supplying the Services. We'll contact you to let you know if we plan to do this. If you're unhappy with the transfer you can contact us using the Contact Information to end the contract within 14 days of us telling you about it and we will refund you any payments you've made in advance for Services not provided.

24.2    You can only transfer your contract with us to someone else if we agree to this.

24.3    Nobody else has any rights under these Conditions. These Conditions are between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.

24.4    If a court invalidates some of these Conditions, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.

24.5    Even if we delay in enforcing these Conditions, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.