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Terms of purchase
TICKET CHANGES AND CANCELLATIONS:
The cancellation and change conditions for ferry lines vary.
Ticket change and cancellation conditions for the Prangli line:
- up to 5 hours before departure, 100% of the amount will be refunded
- 1-5 hours before departure, 50% of the amount will be refunded
- less than 1 hour before departure, the ticket is not refundable
- the ticket can be changed up to 5 hours before the ship's departure
- the ticket can be changed a maximum of 2 times and the changed ticket is not subject to cancellation
- boarding is closed 10 minutes before the trip and the captain has the right to depart earlier
- group reservations (from 10 passengers) can be changed up to 72 hours before the departure time
- for cancellation or change, the reservation number on the ticket must be sent to the e-mail pilet@sunlines.ee
- a service fee of 4€ of the refundable amount will be applied
Ticket change and cancellation conditions for Aegna, Naissaare and Narva river ferry lines:
- up to 7 days before departure, 100% of the amount will be refunded
- 6 days to 24 hours before departure, 50% of the amount will be refunded
- less than 24 hours before departure, the ticket will not be refunded
- the ticket can be changed up to 5 hours before the ship's departure
- the ticket can be changed a maximum of 2 times and the changed ticket is not subject to cancellation
- boarding is closed 10 minutes before the trip and the captain has the right to depart earlier
- group reservations (from 10 passengers) can be changed up to 72 hours before the departure time
- for cancellation or change, the reservation number on the ticket must be sent to the e-mail pilet@sunlines.ee
- a service fee of 4€ of the refundable amount will be applied
Standard conditions for passenger, vehicle and cargo transportation
1. DEFINITIONS IN THIS TERMS IN THE RULES
Carrier – Osaühing Spinnaker
Passenger – A person travelling on a ship under the contract of carriage.
The contract of carriage – An agreement between a passenger and a carrier, which enters into force upon the passenger purchasing a ticket and under which the carrier undertakes to take the passenger and the vehicle to the port of destination and the passenger undertakes to pay the specified fee. The contract of carriage may also be concluded electronically.
Ticket – A document confirming the conclusion of a carriage contract and payment for it, which gives the passenger and the vehicle the right to travel. The ticket must be kept until the end of the carriage. The ticket may also be electronic (E-ticket), in which case the right is identified by scanning the barcode.
Vehicle – Any car, trailer, bus, tractor, ATV, motorbike or bicycle that is carried in accordance with the contract of carriage.
Goods – Luggage that is carried in accordance with the contract of carriage.
Hand luggage - luggage that the passenger carries with him/her and which is under his/her supervision during the transfer, including items located inside and on the passenger's vehicle.
Transfer - includes, in relation to the passenger and his/her vehicle, the period of time during which the passenger and/or his/her vehicle is on board the ship.
Scheduled voyage - a voyage performed by the carrier on the basis of the approved timetable for the respective route.
Additional voyage - an unscheduled voyage that the carrier may organize under agreed conditions.
Commercial voyage - a voyage ordered by the client under conditions agreed with the carrier.
2. SHIP SCHEDULE
2.1. The ferry's timetable is prepared by the carrier in coordination with the orderer of the transport.
2.2. For the transfer of vehicles with oil, gas products and other dangerous goods, special voyages are provided in the ship's timetable, on which passengers are allowed in limited quantities in accordance with the certificate issued to the ship by the Maritime Administration.
2.3. If it is not possible to transport all those wishing to travel on the voyages specified in the timetable, the carrier has the right to organize additional and commercial voyages.
2.4. Traffic may be interrupted if restrictions set forth in the certificates issued to the ship occur or if other circumstances beyond the carrier's control arise.
2.5. The carrier has the right to delay the ship's departure without prior notice, change the time and place of embarkation and/or disembarkation on the ship in the event of conditions beyond the carrier's control, if these conditions pose or may pose a danger to people, vehicles or the ship on board.
2.6. The carrier has the right to perform the transfer with a ship other than the one previously announced in the timetable, without informing the passengers in advance, or change the ship's route in the event of conditions beyond the carrier's control.
2.7. The ship's crew is obliged to notify the port, passengers on board and other interested parties of any disruptions to the ship's timetable as soon as possible.
2.8. Information about disruptions to the public will be provided by the company's customer service no later than 1 hour before the ship's departure.
3. TICKET SALES AND CONTROL
3.1. Tickets are sold for all scheduled voyages and additional voyages in accordance with the established price list and procedure.
3.2. The maximum permitted number of passengers and vehicles and the amount of cargo on board is determined by the ship's documents and loading instructions, and tickets are sold in the appropriate volume.
3.3 Tickets are sold via the company's online environment (www.sunlines.ee) (E-ticket).
3.4. The ticket office on board the ship sells tickets only to customers without a ticket who are allowed on board in the general queue.
3.5 Ticket sales at the ticket office on board the ship take place during the transfer and ticket inspection takes place immediately before arrival at the destination port.
3.6. E-tickets can be purchased in advance within the scope of the valid timetable, but not longer than 90 days. The carrier has the right to shorten the advance purchase period for e-tickets.
3.6.1 Payment for e-tickets is made via a bank link, the following banks are available: Swedbank, SEB bank, Luminor bank, LHV bank and Coop bank or with a Visa and MasterCard credit card.
3.7. The maximum volume of e-tickets on regular voyages is:
3.7.1 On the Leppneeme-Kelnase ferry route:
- 50 passenger seats and an additional 10 passenger seats for locals purchased at least 24 hours before departure (unpurchased tickets for locals will be sold as e-tickets 24 hours before departure). An additional 10 passenger seats for permanent residents will be sold on board.
- 8 linear meters of vehicles or goods (maximum weight 8 t, in ice conditions 4.5 t)
- 10 bicycles
The carrier has the right to make adjustments to the number of pre-sale tickets in coordination with the orderer.
3.8. The e-ticket can be changed later for other voyages if there is free space. To change, an e-mail with the booking number must be sent to pilet@sunlines.ee
NB! Group reservations can be changed up to 72 hours before the departure time of the voyage.
3.10. Cancellation of e-tickets and refund of ticket fees is done by e-mail - pilet@sunlines.ee
3.11. When canceling tickets, the full amount paid is not refunded, but according to the notice period. The refund does not include the service fee of 4 euros.
3.12. In the event of weather-related disruptions, the e-ticket is valid until the transfer is carried out, but not longer than 24 hours after the restoration of traffic (ship departure). Tickets purchased for trips canceled due to weather conditions will be compensated only if the customer informs customer service of their desire not to use the tickets before traffic is restored.
3.13. E-tickets are checked upon boarding the ship. In the case of a discount, passengers are required to present documents proving that they are eligible for it.
3.14. Access to the ship is granted 15 minutes before the ship departs or after the ship arrives at the port as follows: passengers with e-tickets and local passengers within the available capacity, and then persons traveling in the general queue.
4. PRINCIPLE OF SHIP CAPACITY USE
4.1 Loading order for departing ships on scheduled voyages in normal circumstances:
4.1.1 Vehicles and passengers with advance tickets
4.1.2 Vehicles and passengers with valid priority rights:
rescue service and police vehicles on duty with personnel;
a vehicle transporting a severely disabled person or a disabled child and their escort
a vehicle transporting a deceased person with the driver.
4.1.3 Vehicles in the general queue with the driver
4.2 Loading order for departing ships in emergency situations:
4.2.1 In the case of a scheduled voyage:
Vehicles and passengers with advance tickets for the current voyage;
Vehicles with valid priority rights on the route with passengers (p4.1.2);
Vehicles and passengers with advance tickets for earlier cancelled trips;
Vehicles and passengers with advance tickets for later cancelled trips;
Vehicles in the general queue with a driver
4.2.2 In the event of an unscheduled replacement trip:
Vehicles with valid priority rights with passengers;
Vehicles and passengers with advance tickets for earlier cancelled trips;
Vehicles and passengers with advance tickets for later cancelled trips;
Vehicles and passengers in the general queue if there are available seats.
4.3. The right to use all priority rights is valid up to 10 minutes before the ship's departure. In the event of a later arrival or ticket purchase, the priority right is not applied.
4.4. The loading of the ship is completed 5 minutes before the ship's departure; if necessary, tickets are also sold during the transfer.
5. PASSENGER TRANSPORT
5.1. Each Passenger is obliged to purchase a ticket to board the ship.
5.2. In order to ensure security on the ship, the carrier has the right to require the passenger to show the contents of their hand luggage and vehicle.
5.3. The passenger may not bring objects or substances on board the ship that may endanger the ship, people on board or vehicles. Prohibited objects include, among others, loaded, unpackaged and unauthorized weapons; foul-smelling,, flammable, explosive, poisonous and other dangerous substances. If an object or substance is brought onto the ship without informing the carrier of its danger, the carrier has the right, depending on the situation, to have the dangerous object or substance taken ashore, destroyed or rendered harmless without any obligation to compensate.
5.4. During the transfer, the passenger is obliged to follow the orders of the ship's employees, hand signals and the rules and traffic signs established on the ship to ensure order and safety and to obey them. In case of non-compliance with the instructions or rules, the carrier has the right to prohibit the passenger from boarding the ship or to demand the passenger to leave the ship. The carrier may refuse to transport a passenger who is intoxicated or is behaving violently.
5.5. Passengers are directed to board and disembark the ship by persons designated by the carrier.
5.6. Passengers shall be directed to the passenger rooms or deck upon arrival on the ship.
5.7. Passengers with special needs shall, at the passenger's request, be placed in the passenger salon or in a safe area on the ship's deck. Passengers with special needs shall have free access to and from the vehicle, taking into account assistive devices.
5.8. Children's excursions must be accompanied by a sufficient number of chaperones from the educational institution or organization organizing the excursion during the transfer (preferably 1 adult chaperone for every 5 children). The chaperones are responsible for the primary safety and behavior of the children on the ship. The chaperones must ensure that the children behave politely and do not run on the ship or climb the railings.
5.9. Pets may only be brought on board ships in designated areas; pets are prohibited from being brought to eating places. The passenger is obliged to ensure that the pet does not disturb other passengers, the ship's crew, or pose a safety risk. The transfer of other animals is carried out in special vehicles.
5.10. Passengers are prohibited from:
5.10.1. coming and staying on board in an obvious state of intoxication or in dirty clothing;
5.10.2. smoking in places not designated for this purpose or making an open fire on board;
5.10.3. polluting the sea or the ship;
5.10.4. being on the car deck during the transfer.
5.11. The maximum permitted number of passengers on board is determined by the ship's documents.
5.12 When resolving problems related to the carriage of passengers, the ship's captain is the company's representative on board.
6. CARRIAGE OF VEHICLES AND GOODS
6.1. For the purpose of proper stability of the ship and more economical use of deck space, the number of vehicles and goods, the order of loading and their arrangement shall be determined by the ship's captain, taking into account, if possible, the needs of persons with special needs.
6.2. If the loading of goods is carried out by a ship's crane, it must be completed 15 minutes before the ship departs, i.e. before the start of passenger service. When unloading goods by crane, it must be taken into account that loading is permitted to begin after the passengers have left the ship and the working area at the quay.
6.3. In the case of loading over-gauge trucks and goods by crane, it is mandatory to notify the request for transfer no later than the previous working day. When loading and unloading goods onto a ship by crane, the owner or consignor of the goods performs the slinging and proper securing of the goods on the ship under the guidance of the crew. Depending on the length of the crane boom, the maximum permitted cargo weight is up to 1 ton.
6.4. Vehicles must be present at least 30 minutes before the departure of the trip. When loading onto the ship, the driver of the vehicle must follow the instructions of the crew members. If necessary, the planned movement will be explained to the driver before starting to move.
6.5. Passengers in the vehicle must exit the vehicle before the vehicle is loaded onto the ship.
6.6. After loading the vehicle onto the ship, the driver must take measures to prevent the vehicle from moving (handbrake, chocks, lashing straps).
6.7. To prevent the vehicle from moving, the driver must place chocks on the vehicle or use other securing devices based on the instructions and requirements of the crew member.
6.8. Vehicles must be placed on the ship in such a way that the movement of passengers to the assembly points is not obstructed and, if necessary, it is possible to perform additional securing and act in the event of a fire hazard.
6.9. The carrier is not obliged to transport a vehicle that is technically not in good condition or dangerous to the environment (including a leaking vehicle, one without brakes, one exceeding the permitted carrying capacity).
6.10. To prevent pollution and unpleasant odors from entering the ship's deck, technically sound special vehicles or packaging must be used when transporting the relevant cargo (live animals, fish, garbage, etc.).
6.11. All incidents on board that result in damage or injury to the ship, passengers, cargo or vehicles on board shall be recorded in a report.
6.12. The company's representative on site when resolving incidents and collecting information about them is the ship's captain.
7. LIABILITY
7.1. The carrier is not liable for the loss, destruction or deterioration of baggage belonging to the passenger and its contents.
7.2. The carrier is not liable for the preservation or damage of unsupervised hand luggage, goods loaded onto the car deck, and the vehicle and the cargo in the vehicles.
7.3. The carrier shall be liable for delays and cancellations of journeys:
7.3.1 in accordance with the provisions of European Union Regulation 1177/2010 concerning the rights of passengers by sea and inland waterway;
7.3.2 in accordance with the provisions of the public service contract.
7.4. The driver of the vehicle shall be responsible for compliance with the requirements of these regulations (including following the instructions and hand signals of persons in the carrier's service and the markings in the port and on the ship), as well as for the proper technical condition, securing, covering or loading of the vehicle or its load and for providing the carrier with correct information.
7.5. Any damage caused to port facilities, the ship, the environment or the health and/or property of third parties in connection with the non-compliance with the said regulations shall be compensated by the person causing the damage.
7.6. Damage caused to the ship, third parties or the environment resulting from pollution shall be compensated by the driver of the vehicle or the owner of the cargo.
7.6.1 If pollution is discovered on the deck of a ship, a report shall be drawn up, which shall record the extent of the pollution and the person causing the pollution, and the costs of eliminating the pollution shall be determined, which shall be compensated by the person causing the pollution. The costs of eliminating the pollution shall be determined based on the extent of the pollution and the price per square meter of 10€ (ten euros).
7.7. The passenger must inform the carrier of any damage caused to himself, the goods or the vehicle during the carriage or immediately after its completion. If the passenger does not comply with the requirement of this clause, it shall be assumed that the carriage took place without damage to the passenger, the vehicle or the goods.
7.8. The carrier shall be liable for injuries caused to the passenger, in the event of damage to or destruction of the vehicle, if such injury, damage or destruction occurred due to the fault or negligence of the carrier.