Introduction

The formal Conditions of Carriage are appended to the bottom of this section.  Some general information regarding customers’ rights and obligations, and those of the ferry company, are detailed below.  This guidance does not affect the statutory rights of customers.

Service and Safety

Whilst the company naturally endeavours to provide a fast and efficient service, this is sometimes not possible due to weather and other circumstances beyond its control.  The company is entitled, in its absolute discretion and without liability, to delay or interrupt or stop the ferry service without notice.

The company is also entitled, again in its absolute discretion, to refuse the carriage of passengers, vehicles, goods and other property which, in the opinion of the ferry staff, is unfit or unsuitable to be carried.

The ferry is, at times, heavily used and carriage on any particular crossing cannot be guaranteed.  Therefore, reservations or pre-bookings are not accepted.

Vehicles are accepted on a first-come-first-served basis.  The only exception to this rule is for ‘blue light’ vehicles and NHS Patient Transport services; these are given priority and may move to the front of the queue.

The loading and unloading of vehicles, and the embarkation and disembarkation of foot-passengers, is under the strict control of the ferry staff – whose instructions must be followed in all circumstances.  Attempting to join or leave the ferry when the prow is raised is strictly prohibited.

Passengers are required to act in a safe, considerate and a responsible manner – and to treat our staff and other customers with respect.  Offensive language and/or behaviour will not be tolerated.

Please note that it is a criminal offence for a person to drop, throw down, leave or deposit litter. smoking and the transport of open alcoholic beverage containers is also illegal and strictly prohibited on the ferry,  Action will be taken against offenders.

Personal belongings should be kept with you at all times.  The company will accept no responsibility for lost, stolen or damaged property .

We embrace our duties and obligations under the Equality Act 2010 and the Public Sector Equality Duty.

In providing the service, we will:

• Strive to eliminate unlawful discrimination, harassment, victimisation and any other conduct prohibited by the Equality Act 2010
• Seek to eliminate unlawful discrimination, harassment, victimisation and any other conduct prohibited by the act
• Seek to foster good relations between people who share a protected characteristic and those who do not

Ticketing

A valid ticket must be carried at all times – and shown to the ferry staff on request.  

It is the customer’s responsibility to ascertain the correct cost of the relevant ticket category prior to travel.  A schedule of tolls is displayed on both slipways and can also be found at www.dkfb.co.uk/tickets/pay-on-board/ 

The company will not be responsible for any lost, stolen, defaced or destroyed tickets.  No refunds will be made in respect of these.

Tickets Purchase Onboard

Single tickets for all categories (and return tickets for Passenger Vehicles up to 8 seats, and Goods Vehicles up to 3.5 tonnes) may be purchased on board the ferry at the current toll rate for those categories.

Return Tickets

Once a return ticket has been activated, the return part of the journey must be redeemed on the same day.  Customers will be charged the full-on board rate applicable to the vehicle if this condition is not met.

Concession Cards – Valid for 12 months

Concession cards may be purchased for most categories of vehicle.  These offer a substantial saving for frequent users.

The topping up of concession card credit can be carried out via the website.  Customers must first create a free account at www.dkfb.co.uk/register. Concession cards can then be added to your account.

The concession card must be valid for the category of vehicle you are travelling in and it must be presented at the time of travel.  Customers will be charged the full rate for failure to follow this condition. having a photo of the concession cards barcode on a mobile phone or on print out will not be accepted.

All concession card journeys are valid for 12 months from day of purchases. Any journeys not used within this time are lost. We recommend purchasing the most suitable concession card for your level of usage

Outstanding concession card credit cannot be refunded if the concession card is no longer required by the customer.