Terms of use & booking policy

General terms of use & booking policy of the goferry websites & the goferry mobile application

1. Introduction: using goferry

1.1 Who we are

The company Travaela - Online Bookings & Web Systems Ltd. owns and operates the goferry platforms (including the websites go-ferry.com, goferry.de, goferry.gr, go-ferry.fr, goferry.it, goferry.es, and the goferry mobile application).

Travaela is a legally registered travel agency. In these terms, "we", "us", "our", "goferry", or the “company” refers to Travaela Ltd. and its operating platforms.

Goferry operates an online platform for searching, comparing, and booking ferry products and ancillary travel services. We act as an intermediary connecting users with travel service providers (including ferry operators/companies, licensed partner travel agencies, ancillary ground or air transfer providers, insurance partners, accommodation providers, and activities suppliers).

1.2 Agreeing to these terms

By accessing or using the goferry websites, mobile application, or booking services, you confirm that you have read, understood, and agreed to be bound by these general terms of use and booking policy. This binding agreement between you (the "user" or "passenger") and goferry also includes:

• Our privacy, cookies and AI search policy

• The specific booking terms of the service providers you select

• Pursuant to Regulation (EU) 2022/2065 (Digital Services Act), our single point of contact, notice-and-action procedures for reporting illegal content, account restrictions, and out-of-court dispute settlement options are detailed in our standalone Digital Services Act Statement, which is incorporated by reference into these terms

1.3 Goferry's role & third-party terms

Goferry's platform and services are provided exclusively for your personal, non-commercial use.

Because goferry acts as an intermediary travel agent, your booking is also subject to the specific terms and conditions of the service providers (third-party suppliers).

Please note:

• Service providers act as independent businesses when providing services through goferry

• Service providers apply their own terms regarding transport, baggage, boarding, ticket usage, and limitations of liability

• You are required to accept and comply with the specific terms of each service provider involved in your booking

1.4 Partner agency fulfillment & merchant of record

Goferry is owned and operated by Travaela Ltd. To provide comprehensive route coverage, certain ferry ticket inventory and payment processing may be facilitated through authorized, licensed partner travel agencies located in EU member states (including Greece). Where a booking is fulfilled via a partner agency, that partner operates as the merchant of record for payment processing and ticket issuance on behalf of the operating ferry carrier. All interactions, search results, customer support, and booking management remain fully integrated and governed by these unified goferry terms of use & booking policy.

1.5 Amendments & revisions of terms

The company reserves the right to update, modify, or revise these terms at any time without prior notice. Modified terms take effect on the date they are published on goferry and do not retroactively alter bookings completed prior to the revision date.

These terms were last updated on September 29, 2026.

2. User rights & obligations

2.1 Scope of application

These terms apply to every booking or purchase of ferry tickets and travel services, whether completed online through goferry, by telephone, or directly at our offices.

2.2 Your declarations & guarantees

When you use our services or make a booking, you declare and guarantee that:

• Legal age: You are old enough under applicable law to enter into a legally binding contract

• Accurate information: All details you provide, including names and contact details, are true, correct, and up to date

• Valid contact details: The email address and telephone number you use for booking are valid and accessible to you

• Authority to book for others: You are legally authorized to act on behalf of all passengers included in your booking and to accept these terms on their behalf

• Informing passengers: You are responsible for informing all passengers in your booking about the contents of these terms and any rules relating to their journey

2.3 Financial & account responsibility

You accept full responsibility for:

• All financial transactions made under your name or account on goferry

• All actions taken on your account, including any activity using your username and password

2.4 Prohibited activities & platform restrictions

You do not have the right to access the source code of the goferry platforms. You explicitly agree not to:

• Copy, display, download, reproduce, resell, or deep-link to any content, software, bookings, tickets, or services on our platform

• Monitor, scrape, or index our platform or content using automated tools (such as spiders, bots, or scrapers) for any commercial or competitive purpose. AI-based search engines are exempt from this restriction.

• Use automated software or features to publish content automatically on our platform

Users are strictly prohibited from using goferry’s booking engine, user accounts, or mobile applications for any fraudulent, unlawful, or illegal activity, including but not limited to financial fraud, system abuse, or the transmission of illegal content. Goferry reserves the right to immediately suspend accounts or cancel bookings associated with unlawful activity.

2.5 Disclaimer regarding service provider products

You acknowledge that goferry is an intermediary and that the company assumes no responsibility for the travel products and services offered by the service providers. We provide no express or implied warranty or statement regarding the quality, safety, or suitability of their services.

In addition, goferry may collaborate with third-party affiliate partners, white-label distributors, and promotional publishers. While we strive for accuracy, goferry is not responsible for pricing, content, or promotional statements published on third-party affiliate websites that have not been directly verified or issued by our official platforms.

3. Booking process

3.1 Acceptance of terms

To complete a ferry ticket purchase, you must explicitly accept these terms, which incorporate by reference the applicable terms of carriage of the selected service provider(s). Acceptance is confirmed by checking the required box during the final stage of the booking process.

3.2 Booking authorization

When you fill out and submit the booking form - whether through goferry online, by telephone, or in person at our offices - you explicitly instruct the company to act as an intermediary to secure your travel service. Submission of the booking request creates a binding order on your part.

3.3 Booking validation & confirmation

Your booking request begins once you complete the booking form. The process operates as follows:

• System check: We verify that your request is correctly registered in the service provider’s booking system and that your payment can be processed smoothly

• Successful booking: If successful, a booking confirmation page will display on your screen, and we will send a confirmation email containing your booking reference codes, trip details, and departure information

• Unsuccessful booking: If the booking cannot be completed (for example, due to lack of vessel availability, system errors, or payment card declines), no confirmation page or email will be generated, and the transaction will not proceed

3.4 Overview of booking stages

The booking process on goferry consists of the following sequential steps:

1. Route search

2. Display of available itineraries

3. Selection of service provider and route

4. Selection of accommodation type

5. Real-time availability check and display of final total price

6. Input of primary contact information and passenger details

7. Input of payment card details (or selection of other means of payment)

8. Temporary authorization hold for the ticket cost on your payment card

9. Final booking confirmation or rejection by the system

10. Final payment charge applied to your card (upon confirmation)

11. Issuance of prepaid booking confirmation with unique booking reference numbers

3.5 Cabin, accommodation, & vehicle categories

For convenience, goferry groups and codifies cabins, seats, and vehicle categories.

• These groupings may differ slightly from the service provider's internal codes

• The service provider's specific codes shown on your final electronic ticket govern your booking

• By accepting these terms, you waive claims against the company arising from differences between goferry's simplified categories and the service provider's specific coding

3.6 Seating & cabin assignments

Goferry's system automatically attempts to assign passengers on the same booking to adjacent seats or cabins, but this cannot be guaranteed because service providers do not provide live seating plans to goferry.

If you require confirmed adjacent placement and the service provider supports manual seating, you must book by phone with our customer service team.

3.7 Discounts, special ticket types, & offers

• Student & youth discounts: Student rates often apply only to holders of student cards issued by educational institutions in the destination country. Where service providers offer student/youth rates that cannot be processed electronically through our system, goferry is not liable for the price difference

• Infant/Children tickets: We apply available infant/children discounts wherever possible, but some third-party service provider systems do not support automated infant/children ticket processing. Goferry is not liable for infant/children charges resulting from service provider system limitations

• Discounted tickets: Promotional fares offered in limited quantities on select routes or dates. These tickets may be non-refundable and non-changeable, subject to service provider-specific terms.

• Special offers: Promotional offers are valid only while available during the booking process. The company and service providers reserve the right to withdraw special offers at any time without liability

3.8 Unaccompanied vehicles, return tickets, & dynamic pricing

• Unaccompanied vehicles: Not all service providers accept vehicles without passengers. If an unaccompanied vehicle booking cannot be confirmed by the service provider, we will refund your payment in full

• Return tickets: Round-trip bookings require the passenger names and vehicle details to be identical on both legs of the journey. If details differ between legs, passengers must pay any fare differences enforced by the service provider

• Dynamic pricing: Ticket fares are subject to change at any time due to dynamic, seasonal pricing models managed by service providers and the company

4. Payment process

4.1 Payment methods & processing

Payment for ferry ticket bookings is completed directly through the goferry platform using only the payment methods explicitly displayed during checkout. We accept no responsibility for cash or checks sent by mail.

Depending on the selected route, carrier, or fulfillment method, payment processing and financial settlement are executed either directly by Travaela Ltd. or by our designated licensed partner travel agency acting as the merchant of record (as set out in Section 1.4). By accepting these terms, you expressly authorize Travaela Ltd. to route payment execution and ticket issuance through its designated partner agencies where required for route fulfillment. The designated processing entity will be indicated on your booking confirmation, tax invoice, and payment statement.

When paying by payment card (credit or debit card), you must provide accurate card details to complete the transaction. Your booking confirmation displays on screen immediately once payment is successfully processed.

4.2 Card verification & third-party card use

To prevent fraud and protect transactions, the company and the service provider reserve the right to verify the validity of any payment card used on goferry.

If you use a third party's payment card:

• Written permission from the cardholder may be required

• We recommend bringing a photocopy of the payment card signed by the legal cardholder when boarding

Important: If you cannot prove the lawful use of the payment card, the company and service provider reserve the right to prevent passengers from boarding the vessel.

4.3 Fraud prevention & booking cancellation

Within our security framework, we reserve the right to monitor payment issues, card usage reports, and email address validity.

• If security or payment red flags occur, we may contact you by phone or email

• If we cannot reach you, we reserve the right to cancel your booking immediately without liability

• In certain cases, we may request proof of identity during or after booking. If requested identity documents are not provided, we reserve the right to cancel the booking without liability

4.4 Payment by bank deposit

If you pay via bank transfer to the company's account:

• The booking is provisional and depends on vessel availability at the exact time payment is verified in our account

• If a provisional booking becomes unavailable by the time funds arrive, our liability is limited to finding an equivalent route/fare or issuing a full refund

• You must complete the bank transfer within the specified time limit. Failed or delayed deposits result in automatic cancellation

• You are responsible for any subsequent price increases in case of failed or delayed payment attempts

4.5 Invoices & installment payments

• Invoices: If you request an invoice, ensure your details are correct. Changing invoice details after issuance due to your error incurs a € 10.00 administrative fee

• Installments: If installment payments are available and selected, an interest fee is added to the final purchase price. The exact fee is displayed when you select your installment plan

4.6 Cases of obvious price errors

In cases of an obvious error (such as data entry errors, miscalculations, or typographical mistakes) resulting in an incorrect ticket price, we reserve the right to cancel your booking - even if an automated confirmation was sent.

If an obvious price error occurs, we will notify you as soon as possible so you may rebook at the correct price if you wish. The company is not liable for any compensation, expenses, or indirect costs resulting from a canceled pricing error.

4.7 Currency & exchange rates

All transactions on goferry are processed in Euros (€).

• Displayed exchange rates on goferry may differ from the final conversion applied by your card issuer

• The company and the service provider are not responsible for exchange rate variances or foreign transaction fees charged by your bank or credit institution

4.8 Card pre-authorizations & temporary holds

If a technical error, system timeout, or bank processing delay occurs during the final booking stage, your booking may fail even though funds were pre-authorized on your card.

In these situations:

• The transaction is not completed, and money is not transferred to the company account

• The pre-authorized amount is held temporarily by your bank according to banking security protocols

• The held amount will appear as a pending charge on your bank statement until your bank releases it. Because these funds remain locked by your bank, you must initiate a new transaction if you still wish to purchase the tickets

5. Route confirmation & itinerary changes

5.1 Passenger obligation to reconfirm

You must confirm your ship's exact departure time prior to travel with the service provider's port office, port authority, or headquarters. Contact details for the service provider's port offices are provided in your booking confirmation.

5.2 Delays, amendments, & force majeure

Your itinerary may experience delays, schedule changes, or cancellations due to:

• Adverse weather conditions

• Port traffic congestion

• Strikes affecting maritime operations

• Vessel substitutions (such as vessel swaps caused by mechanical failure)

• Any other force majeure events

5.3 Combined routes, multi-leg journeys & missed connections

Goferry’s search engine may allow you to book journeys involving multiple legs, connecting routes, or services operated by different service providers (e.g., Ferry A followed by Ferry B, or a ferry followed by ground transport).

Unless explicitly sold and clearly marked by a single service provider as a "guaranteed connection" on a single joint ticket, all multi-leg bookings are considered independent transport contracts (self-transfers). By booking a combined itinerary, you acknowledge and agree that:

• Minimum connection times: You are solely responsible for ensuring you have allocated sufficient transit time between arrivals and departures to accommodate disembarkation, baggage collection, port transfers, and subsequent check-in requirements

• Disclaimer of liability: Goferry acts strictly as an intermediary and does not guarantee connections between independent legs. If a delay, cancellation, port alteration, or schedule change on one leg causes you to miss a subsequent departure, goferry is not liable for any resulting damages, including but not limited to missed departure fees, rebooking costs, alternative travel arrangements, or accommodation expenses

• Carrier responsibility: Any claims for compensation, care, or re-routing due to a missed connection caused by a delayed vessel must be directed solely to the operating service provider responsible for the delay, in accordance with applicable maritime passenger rights (such as EU Regulation 1177/2010)

5.4 Service provider notification obligations & contact details

Service providers are legally required to contact passengers directly to notify them of schedule amendments or cancellations.

• You must provide a valid mobile phone number during the booking process so the service provider can reach you

• Mobile format requirement: Enter your mobile number in standard international format (country code + mobile number, without spaces, dashes, or parentheses)

• Goferry is not liable if a service provider fails to fulfill its legal notification obligation. For further details, refer to Section 7 (Amendments, cancellations, & route changes by the service provider)

6. Check-in & boarding procedure

6.1 Methods for receiving boarding tickets

Passengers can obtain boarding tickets via web check-in or port office check-in.

Option A: Web check-in

• After completing your booking, you will receive a confirmation email containing your booking reference numbers and a link to perform web check-in

• Most service providers allow web check-in immediately after booking, while others open web check-in 48 hours before departure

• Once web check-in is complete, your electronic boarding tickets are issued. You may proceed directly to boarding without visiting the port office

Important: If you use web check-in, you must still reconfirm your departure gate or port location with the service provider's port office a few hours before departure, as service providers may change departure gates without prior notice. Goferry is not responsible for unannounced port gate changes.

Option B: Port office check-in

• You can collect paper boarding tickets on departure day at the service provider’s port kiosks, booths, cooperating port agencies, or service provider headquarters

• Timing: Service provider port booths typically open 2 to 3 hours before vessel departure

6.2 Arrival deadlines for boarding

For boarding, and port office check-in, you must arrive at the designated boarding area within the following timeframes (mandatory for all departure ports):

If you fail to check in before the closing cutoff, the service provider reserves the right to cancel your booking without issuing a refund. In any case, the check-in and boarding deadlines of each service provider prevail and you should confirm with them.

Upon check-in, vehicle drivers must line up in the designated port parking lane as instructed. Pedestrian passengers should follow the boarding directions of the ship's crew.

6.3 Required travel documents

The service provider reserves the right to deny boarding to any passenger who fails to present the following mandatory documents at check-in:

• Booking reference numbers

• Valid government-issued identification (ID card, passport, or required visas for international cross-border travel)

• Vehicle registration documents (including rental permits if applicable)

• Proof of eligibility for discounted fares (such as a valid student ID/ISIC, disability certificate, or resident card)

6.4 Vehicle inspection & additional fees

Service providers and authorized port personnel may inspect vehicle dimensions during check-in or boarding.

• If vehicle dimensions exceed those declared during booking, you must pay the fare difference before boarding

• External accessories attached to the vehicle (such as roof boxes, bike racks, cargo racks, or any other loaded components) are not considered standard bodywork and may incur additional service provider fees

6.5 Passenger luggage

• High-speed vessels: Passengers must place luggage in designated onboard compartments. Luggage storage is mainly free of charge

• Conventional ships: Designated baggage areas are available upon boarding. There are no strict baggage weight limits or extra luggage charges

Important: Do not leave cash, electronics, or valuables in shared luggage storage areas.

6.6 Pet transportation

Pet transport must comply with applicable (inter-) national and EU health and travel regulations.

• Passengers are responsible for verifying entry requirements with the relevant embassy or consulate prior to travel

• Many service providers charge an additional fee for pets

6.7 Passenger liability & disembarkation rules

• Entry refusal & fines: If you are denied entry into a destination country, all return transportation costs are borne exclusively by you. Any port authority fine imposed due to invalid passenger travel documentation must be paid by the passenger. Holders of passports of all countries should contact the relevant consulate for information regarding entry into a country other than that of their residence

• Unscheduled disembarkation: If you choose to disembark before departure or at an intermediate port other than your booked destination, you must inform the ship's purser office and retrieve your luggage and vehicle (provided moving the vehicle from the ship's garage is physically possible)

7. Pricing, fare categories, modifications & cancellations

7.1 Pricing transparency & service layers

Goferry operates as an independent multi-service provider booking platform connecting users to real-time ferry networks. We display official service provider/ferry operator base fares, which generally include standard port taxes, and fuel surcharges.

Standard economy bookings typically carry zero additional booking fees. However, under specific conditions - such as select routes, non-local user access, geo-location parameters, complex multi-leg itineraries, or peak season volume - a transparent booking service fee may apply. This fee supports our digital infrastructure across four core operational layers:

• Multi-provider integration: Consolidates multi-service provider sailing schedules into a unified search and booking engine

• Instant reservation processing: Holds live seats, cabins, and vehicle slots directly within service provider inventory systems

• Secure transactions: Maintains PCI-DSS compliant encryption and high-security payment processing

• Online booking management: Manages digital ticket issuance, itinerary synchronization, and check-in updates through departure

When applicable, the exact service fee is calculated and itemized before final checkout in full compliance with European Union consumer protection guidelines. We guarantee no hidden, or post-purchase charges.

Local port fees & printing charges

• Local port exceptions: On Greece - Turkey and Turkey - Greece routes, port fees are not included in the baseline ticket price unless specifically noted during checkout. These local fees must be paid at the port upon boarding

• Physical ticket printing fees: Certain port agents may charge a local paper printing fee of €1.00 to €5.00 per person per route upon check-in. Passengers can avoid this fee by opting for online web check-in or using self-service port kiosks where supported by the service provider

7.2 Fare categories

Goferry offers distinct fare tiers to accommodate various travel needs. Selected categories carry specific cancellation and modification rules. Once a booking is completed, upgrading or downgrading the selected fare tier is not permitted.

Economy fare tier

Standard support with modifiable and partially refundable terms.

Flex fare tier

Priority support with enhanced refund options and flexible changes.

Super Flex fare tier

Executive support paired with maximum refund protection through our insurance partner, XCover.

• Refund processing: Refund requests under the Super Flex tier are evaluated and processed exclusively by XCover in accordance with their coverage terms. By selecting Super Flex, you agree to submit all refund requests directly to XCover

• Fallback guarantee: If a claim is officially denied by XCover, goferry’s Flex fare cancellation terms will apply (provided that the Flex fare was available at the time of booking) upon submission of written documentation confirming the denial

• Covered cancellation events: Personal or family health emergencies (illness, injury, pregnancy complications, medical condition, death); public transport disruptions (adverse weather, missed connections); private vehicle failure (breakdown, accident, fire, theft); residential emergencies (burglary, fire, natural disasters); and official obligations (work relocation, court summons, military, or jury service)

• Modification terms: Free changes are permitted up to 1 day prior to departure

Special & promotional fares

Additional fare categories (including Discounted, Reduced, Standard, Promo Happy, Best Offer, Black Friday, Early Booking, or Auto Club rates) operate under specific service provider restrictions and may be non-refundable, non-modifiable, or subject to custom service provider rules highlighted during ticket selection.

7.3 Amendments & cancellations by the passenger

All cancellation, modification, and refund requests must be submitted exclusively by the passenger online through goferry's My booking self-service tool.

• Self-service submission required: Log into My booking using your booking reference number and the email address used at purchase

• No oral or informal requests: Due to data privacy regulations, cancellations or modifications cannot be accepted or processed via telephone or email

• Exclusive agency processing: All cancellations and modifications must be handled through goferry. Port agencies and service provider headquarters are not required to process cancellations or modifications for bookings made on goferry. If a service provider's port office modifies a ticket directly, the updated ticket remains subject to these terms

• 30-day complaint window: Any claim or complaint regarding our booking service must be submitted within 30 days of the scheduled travel date. Claims submitted after 30 days may be rejected

Pursuant to Article 16(l) of EU Directive 2011/83/EU, the statutory 14-day right of withdrawal for distance contracts does not apply to passenger transport services. All cancellations are governed strictly by these terms and service provider policies.

Agency administration fees

In addition to any price category rules, goferry assesses an administrative processing fee for passenger-initiated changes:

• Domestic routes: €25.00 per booking

• International routes: €40.00 per booking

Cancellation & refund rules

• No-shows: No-shows or cancellation requests submitted after departure incur a 100% cancellation fee (no refund)

• Missing documentation: No refund is granted if embarkation is denied due to missing, invalid, or insufficient personal, pet, or vehicle documentation

• Non-standard payment fees: Processing fees charged for non-standard credit cards (such as American Express or Diners Club) or alternative payment methods (such as PayPal, bank transfer, or Klarna) are non-refundable under any circumstances

• Paper ticket physical return: If paper boarding tickets have already been printed or issued, physical tickets must be returned to our customer support address at your own expense before a refund can be processed. Goferry Customer Support: 21, Leof. Marathonos, 19005 Nea Makri, Attica, Greece

• Refund timing: Refunds are typically processed within 3 to 7 working days after receiving service provider approval, but in complex cases may take up to 6 to 12 months following the travel date

• Service provider refund prerequisite: Goferry issues refunds to passengers only after the service provider has credited the refund amount to the company

• Service provider refund authorization: Goferry's terms apply, regardless of whether a full or partial ticket refund is authorized by the service provider

• Bank fees: The company is not liable for secondary bank transfer fees or currency conversion charges incurred during refund delivery

• Partial booking cancellations: Partial cancellations of individual passengers within a single booking are generally permitted as long as availability is given, and are mainly treated as modifications; otherwise, cancellations apply to the entire booking

• Round-trip cancellations: Canceling one leg of a round-trip voyage after completing the first leg results in charging the full one-way fare; any remaining balance is refunded according to your fare tier rules

• Multi-service provider round trips: If a round trip involves two different service providers and one service provider cancels its departure, standard cancellation rules still apply to the remaining service provider's leg

• Refund method: Refunds are credited to the original payment method used during purchase

Modification rules

• Fare differences: If a modification results in a higher fare, you must pay the price difference plus administrative fees. If a modification results in a lower fare, no refund or credit is issued for the price difference

• Same service provider vs. new service provider: Modifications made with the same service provider follow the modification rules of your booked fare category. Modification requests involving a service provider swap are treated as cancellations and re-bookings, subject to the cancellation rules of your booked fare category

• Permitted changes: Subject to service provider availability, permitted modifications include trip date/time, departure/arrival ports, and passenger, pet, or vehicle details

• Customer support operating hours: Customer support operates daily, excluding Sundays and public holidays. Modification and cancellation deadlines are calculated based on requests received during active support hours, although the team will endeavor to handle them as quickly as possible. Time periods are calculated in hours (1 day = 24 hours)

Open-date ticket terms

• Validity period: Open-date tickets are valid for one (1) year from the issue date and must be converted to a scheduled booking through goferry before expiration. Open-date tickets of promotional or early bookings are valid until the end of the calendar year

• Non-refundable: Unless explicitly stated otherwise, open-date tickets are non-refundable (100% cancellation fee)

• Fare adjustments: If the fare for the newly selected travel date is higher, the passenger must pay the difference. If lower, no refund or balance credit is provided

• Conversion cutoffs: Standard tickets may be converted to open-date tickets up to 3 days prior to departure. Requests within 3 days are governed by the cancellation rules of your booked fare category

• Voucher vs. coupon tickets: Coupon tickets allow changes to service provider and passenger details. Voucher tickets require keeping the same service provider and passengers as originally booked

7.4 Amendments, cancellations, & route changes by the service provider

Goferry acts as an intermediary travel agency and is not responsible for route cancellations, schedule changes, delays, vessel substitutions, or gate changes caused by service providers or force majeure events (such as severe weather, strikes, epidemics, or political unrest).

Service provider change terms & liabilities

• Liability cap: Goferry's liability in service provider-initiated cancellations or changes is strictly limited to facilitating the service provider's ticket fare refund

• Excluded expenses: The company is not responsible for secondary costs arising from service provider disruptions, including hotel accommodation, meals, replacement flights, higher-cost replacement ferry tickets, legal fees

• Force majeure governing law: In force majeure events, goferry applies the binding decisions and emergency legislative guidelines issued by authorities in the company's jurisdiction. Passengers waive claims governed by local laws of their residence

• Paper ticket returns for carrier cancellations: If a route is canceled by the service provider after physical paper boarding tickets have been collected, you must mail the physical paper tickets to our customer support office at your own expense to claim a refund. Goferry Customer Support: 21, Leof. Marathonos, 19005 Nea Makri, Attica, Greece

• Refund processing timeline: Refunds for returned paper tickets are processed in accordance with these terms

7.5 Cancellations initiated by the company

Goferry reserves the right to cancel a confirmed booking without liability if:

1. Inaccurate, false, or incomplete details are provided for passengers, contact numbers, email addresses, or vehicle dimensions

2. Payment card details fail validity checks or show signs of unauthorized third-party use

3. The passenger fails to submit requested identification or authorization documents within the specified timeframe

Cancellations enforced due to user non-compliance or inaccurate information incur standard cancellation charges under these terms and service provider policies.

8. Liability, disclaimers & limitations

8.1 Intermediary role & service provider liability

These terms define the full scope of the company's obligations regarding electronic booking services. Goferry acts solely as an intermediary broker between you and the service providers to secure bookings and facilitate payments.

Once goferry generates a booking reference code or confirms ticket numbers issued by the service provider's electronic system:

• Payment responsibility for the passage transfers directly to the service provider

• Ticket revenues collected by goferry are remitted directly or in advance to the beneficiary service provider

• The operating service provider is an independent contractor and bears sole legal responsibility for all (transport) services provided to you

The service provider is exclusively liable for:

• Managing confirmed bookings, adhering to published sailing schedules, and handling schedule changes or cancellations

• Departure and arrival execution, vessel availability, boarding control, ship maintenance, and maritime safety

• Onboard safety, accommodation management, and passenger, pet, vehicle, and luggage handling

• Baggage damage, loss, personal injury, or accidents occurring during boarding or transit, pursuant to the Athens International Convention Relating to the Carriage of Passengers and their Luggage by Sea, EU Regulation (EC) No 392/2009, or any other applicable international maritime conventions and governing national maritime laws

8.2 Platform content & accuracy disclaimer

Information, schedules, rates, photos, and descriptions published on goferry or partner platforms are provided directly by service providers or third-party databases and may contain inaccuracies or typographical errors.

• We do not warrant the accuracy of site content and disclaim liability for errors or inaccuracies (including pricing mistakes as detailed under Section 4 (Cases of obvious price error)

• Service provider ratings or evaluations displayed on goferry serve only as general guidelines; we do not guarantee their accuracy

• Listing or offering a travel product or service on goferry does not constitute an endorsement, guarantee, or approval of that product by the company

8.3 Service provider independence & force majeure

Third-party service providers and travel suppliers operating through goferry are independent businesses, not agents, representatives, or employees of the company.

• The company is not liable for acts, omissions, errors, representations, warranties, breaches, negligence, personal injury, death, property damage, or secondary expenses caused by service providers

• We bear no liability and issue no refunds for delays, cancellations, overbookings, strikes, adverse weather, epidemics, government orders, or force majeure events beyond our control

8.4 Cap on financial liability

If, notwithstanding the limitations set forth above, the company is found liable for any loss, injury, or damage connected to your use of goferry or services booked through the platform, our maximum aggregate liability shall in no event exceed a total of €100.00 (one hundred Euros).

8.5 Consequential losses & platform availability

To the maximum extent permitted by applicable law, the company, its directors, employees, and affiliates shall not be liable for any indirect, incidental, consequential, special, or punitive damages, including loss of profit, loss of revenue, loss of contract, or loss of reputation. The company reserves the right to suspend platform operations or modify account access at any time without prior notice or liability.

9. Agreement termination & governing law

9.1 Agreement termination

The company reserves the right, at its sole discretion, to terminate this agreement, revoke account access, or cancel memberships at any time upon notice to you. The company may also suspend or terminate platform access across partner websites at any time without prior notice or liability.

9.2 Applicable law & court jurisdiction

Regardless of the country or device from which you access goferry services:

• These terms and any legal relationship between you and the company are governed exclusively by the laws of Cyprus

• Any disputes arising from or in connection with these terms fall under the exclusive jurisdiction of the courts of Cyprus

• Consumers may also access the European Commission’s Online Dispute Resolution platform at https://consumer-redress.ec.europa.eu/index_en

9.3 Severability & language of contract

• Severability: If any clause, sub-clause, or provision of these terms is deemed invalid, unlawful, or unenforceable under applicable law, that specific provision shall be severed from the agreement without affecting the validity or enforceability of the remaining terms

• Official correspondence: While we attempt to assist customers in multiple languages, formal correspondence and legal notices between you (or your legal representatives) and the company must be conducted exclusively in Greek or English

• Governing language: These terms may be translated into multiple languages for customer convenience. In the event of a discrepancy, dispute, or interpretation conflict between a translated version and the original Greek text, the Greek version prevails to the fullest extent permitted by law

10. Operations & company contact details

10.1 Customer support operating hours

Our customer service center and support representatives operate during the following hours:

• Operating days: Monday through Saturday (excluding official public holidays)

• Operating hours: 08:00 to 17:30 (UTC/GMT +2 / DST +3)

While our support team attempts to monitor incoming messages outside standard business hours, goferry does not guarantee immediate review or response to requests sent outside operational hours.

10.2 Contact information

For inquiries, customer support, or platform feedback, please contact:

• Customer support email: support@go-ferry.com

• Self-service management: goferry My booking online portal

10.3 Legal company entity details

10.4 Support entities & corporate seat

Local partner companies or port agents providing operational support act solely in an auxiliary capacity and possess no legal authority to enter into binding agreements or accept service of process on behalf of Travaela Ltd. The company maintains its sole corporate seat and headquarters strictly in Nicosia, Cyprus.


Thank you for your trust and for reviewing our terms!