TERMS OF BUSINESS

THESE TERMS OF BUSINESS WILL APPLY TO YOUR BOOKING

WE BELIEVE THAT THESE TERMS OF BUSINESS ARE FAIR, CLEAR AND COMPLIANT WITH APPLICABLE LAWS BUT IF YOU DISAGREE THEN PLEASE CONTACT OUR CUSTOMER CARE DEPARTMENT.
PLEASE READ THESE TERMS OF BUSINESS CAREFULLY BEFORE MAKING YOUR BOOKING. THESE TERMS OF BUSINESS INCLUDE CERTAIN LIMITATIONS AND EXCLUSIONS IN RESPECT OF OUR LIABILITY TO YOU. YOUR ATTENTION IS DRAWN IN PARTICULAR TO SECTION 7.6 (LOSS/DAMAGE TO LUGGAGE AND SECTION 9 (OUR LIABILITY).
Last Updated: 11 June 2026

1. YOUR CONTRACT WITH US

1.1Terms of business: By making a booking with us, you accept that these Terms of Business apply to both you and to all persons on whose behalf you are booking and you thereby confirm that you have the necessary authority of such persons to do so on their behalf.
1.2Definitions:
 1.2.1Any reference to “we” “us” “our” or “Stena Line” is to Stena Line Limited, Stena Line BV, and/or Stena Line Scandinavia AB and includes their respective employees and agents (as applicable).
 1.2.2Any reference to “you” or “your” means you as a passenger or any passenger on whose behalf your booking is also made, which in the case of ferry travel shall mean a person carried in a ship under a contract of carriage, or who, with the consent of the carrier, is accompanying a vehicle or live animals which are covered by a contract for the carriage of goods not governed by the Convention.
 1.2.3The “Convention” means the Athens Convention relating to the Carriage of Passengers and their Luggage by Sea signed at Athens in 1974 as has been (or as may be) modified or re-enacted, the text of which can be accessed here: www.gov.uk/government/publications/protocol-of-2002-to-the-athens-convention-relating-to-the-carriage-of-passengers-and-their-luggage-by-sea-1974.
 1.2.4"cabin luggage" means luggage which the passenger has in his cabin or is otherwise in his possession, custody or control.
 1.2.5"carriage" covers the following periods:
  1.2.5.1with regard to the passenger and his cabin luggage, the period during which the passenger and/or his cabin luggage are on board the ship or in the course of embarkation or disembarkation. However, with regard to the passenger, carriage does not include the period during which he is in a marine terminal or station or on a quay or in or on any other port installation;
  1.2.5.2with regard to cabin luggage, also the period during which the passenger is in a marine terminal or station or on a quay or in or on any other port installation if that luggage has been taken over by the carrier or his servant or agent and has not been re-delivered to the passenger; and
  1.2.5.3with regard to other luggage which is not cabin luggage, the period from the time of its taking over by the carrier or his servant or agent on shore or on board until the time of its re-delivery by the carrier or his servant or agent
 1.2.6"contract of carriage" means a contract made by or on behalf of a carrier for the carriage by sea of a passenger or of a passenger and his luggage, as the case may be.
 1.2.7The "EU Passenger Regulation 2010" means Regulation (EU) No 1177/2010 of the European Parliament and of the Council of 24 November 2010 concerning the rights of passengers when travelling by sea and inland waterway which was adopted into UK law by the UK Withdrawal Act 2018. The text of which can be accessed here: https://www.legislation.gov.uk/eur/2010/1177/body
 1.2.8"journey" means the travel arranged and/or operated by us required to fulfil the terms of the booking.
 1.2.9luggage" means any article or vehicle carried by the carrier under a contract of carriage, excluding:
  1.2.9.1articles and vehicles carried under a charter party, bill of lading or other contract primarily concerned with the carriage of goods, and
  1.2.9.2live animals;
 1.2.10"PLR" means Regulation (EC) No 392/2009 of the European Parliament and of the Council of 23 April 2009 on the Liability of Carriers of Passengers by sea in the event of accidents, the text of which can be accessed here: http://eur-lex.europa.eu/legal-content/EN/TXT/?uri=URISERV:tr0018.
 1.2.11"SDR" means Special Drawing Rights, the daily conversion rates for which can be found on the International Monetary Fund website at http://www.imf.org/external/np/fin/data/param_rms_mth.aspx.
1.3Your contract: Your contract is with:
 1.3.1Stena Line BV, if you are sailing on the route between Harwich and the Hook of Holland and any other routes that may be operated by us across the North Sea ("the Dutch Route"). Stena Line Limited is acting as agent in this case. Stena Line BV is registered in the Netherlands under company number 24072680 and with registered office at Postbus 2, 3150AA Hoek Van Holland. Stena Line BV’s main trading address is Stationsweg 10, 3151 HS Hoek van Holland. Stena Line BV’s VAT number is NL008285111B01.
 1.3.2Stena Line Scandinavia AB, if you are sailing on any Scandinavian or Baltic Sea routes. Stena Line Limited is acting as agent in this case. Stena Line Scandinavia AB is registered in Sweden under company number 556231-7825 and with registered office at SE-405 19 Goteborg Stena Line Scandinavia AB’s main trading address is Masthuggskajen, SE-413 03 Göteborg Stena Line Scandinavia AB’s VAT number is SE556231782501; and
 1.3.3Stena Line Limited, if you are sailing on the route between Cairnryan and Belfast ("the Cairnryan Route"), the route between Belfast and Liverpool (Birkenhead) (the “Liverpool Route"), the routes between Holyhead and Dublin and Fishguard and Rosslare and any other routes that may be operated by us from Great Britain to the Republic of Ireland (the “ROI Routes") . Stena Line Limited is registered in England and Wales under company number 01402237 and with registered office at First Floor, 6 Arlington Street, London, SW1A 1RE. Stena Line Limited’s main trading address is Stena House, Station Approach, Holyhead, Anglesey LL65 1DQ. Stena Line Limited’s VAT number is GB404517186.
1.4Rail and coach travel: Rail and coach travel booked through us will be subject to the relevant terms and conditions of the particular rail or coach company and to applicable international conventions. Further details can be obtained on request from the relevant railway or coach undertaking.
1.5Variation in services and/or prices before you book: We reserve the right, before you book, to vary the services described on our website and in our brochures, including prices and departure dates and times, and to designate a different ferry for a particular journey. This will not affect any bookings which have been accepted by us.
1.6Variation of Terms of Business: We amend these Terms of Business from time to time. Please look at the top of this page to see when these Terms of Business were last updated. Every time you book with us, the Terms of Business in force at the time of your booking will apply to your booking.
We may revise these Terms of Business as they apply to your booking from time to time to reflect the following circumstances:
 1.6.1changes in relevant laws and regulatory requirement; and
 1.6.2changes to our processes and procedures.
 If we have to revise these Terms of Business as they apply to your booking, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the booking if you are not happy with the changes. If you cancel your booking, we will provide you with a full refund.
1.7Special offers and promotions: Special offers and promotions may be subject to certain terms and conditions, e.g. as to payment, which vary from those set out in these Terms of Business. In the event of any inconsistency between any special offers and promotions and these Terms of Business, the terms and conditions of the special offers and promotions prevail.
1.8Availability of space: All products featured on our website or in our brochures are offered subject to availability of allocated space, which may be limited.
1.9Applicable Legislation:
 1.9.1Various legislation apply to the services we provide to you, including the Convention, the PLR, and the EU Passenger Regulation 2010.
 1.9.2Where there is any inconsistency between these Terms of Business and any applicable legislation, the terms of such legislation will prevail.
 1.9.3Where there is any inconsistency between the applicable legislations, the most favourable legislation to you will prevail.
 1.9.4Full particulars of the Convention, the PLR and the EU Passenger Regulation 2010 are available from our Customer Care Department, Stena Line, Stena House Station Approach, Holyhead, Anglesey, LL65 1DQ
  A summary of the Convention as amended by the PLR as adopted into UK law can be found via the following link: https://www.legislation.gov.uk/eur/2009/392/contents
  A summary of the EU Passenger Regulation 2010 as adopted into UK law can be found via the following link: https://www.legislation.gov.uk/eur/2010/1177/body
  Guidance, key facts and videos, including a British Sign Language version, relating to the Passenger Rights Regulation can be found via the following link: https://www.gov.uk/government/publications/draft-guidance-notes-relating-to-regulation-eu-no-1177-201
1.10Contacting our Customer Care Department: If you have any query or other concern, please contact our Customer Care Department:
 1.10.2by completing the form on https://www.stenaline.co.uk/contact
 1.10.2by telephone: 03447 707 070 for general reservations & enquiries or 03443 350 027 for Rail & Sail or 03448 470 008 for complaints; or
 1.10.3by post: Customer Care Department, Stena House, Station Approach, Holyhead, Anglesey LL65 1DQ.

2. COMPLAINT PROCEDURE

2.1If you have any complaints about the services, either:
2.1.1raise the complaint with management on the spot at the relevant location. Where appropriate, this is the recommended approach for a timely resolution of any complaints; or
2.1.2contact the Customer Care Department using the form on www.stenaline.co.uk/contact
2.2When you contact our Customer Care Team, to enable them to conduct a thorough and timely investigation, please provide your booking reference number, full details of your complaint and, if possible, a daytime telephone number or e-mail address.
2.3Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to the complaints handling bodies below.
England and WalesScotland
ABTA LimitedTransport Scotland
Tel: +44 203 117 0599Tel: +44 141 272 7100
E-mail: consumer.affairs@abta.co.ukE-mail: ferries@transportscotland.gsi.gov.uk
Northern IrelandRepublic of Ireland
Consumer CouncilNational Transport Authority
Tel: +44 28 9025 1600Tel: +353 1 879 8300
E-mail: info@consumercouncil.org.ukE-mail: info@nationaltransport.ie
2.4You can also submit a complaint to the relevant complaint handling body listed via the following link: https://transport.ec.europa.eu/transport-themes/passenger-rights/national-enforcement-bodies-neb_en.
2.5In addition, please note that disputes may be submitted for online resolution to the Online Dispute Resolution platform http://ec.europa.eu/consumers/odr.

3. BOOKING AND PAYING

3.1Vehicles and trailers/caravans in excess of 6m long and/or 1.80m high: These vehicles must be declared at the time of booking, including where appropriate the addition of roof racks, cycles etc. Supplements may apply to such vehicles. For the avoidance of doubt, vans are defined as vehicles built for commercial purpose with either (part of) the rear panelled and/or a load carrying space. Vans should be declared as such at time of booking. Car-derived vans are defined as vans derived from passenger cars with part of the rear panelled and can be booked as cars according to their dimensions. Minibuses are defined as vehicles with between 9 to 16 seats in addition to the driver’s seat. Refer to section 3.2, 3.3 and 3.4 below if commercial goods are being carried. Failure to advise Stena Line of accurate vehicle type and dimensions in advance of travel may affect our ability to carry your vehicle and may result in a supplement being charged or even refusal of travel.
3.2Vans/horseboxes carrying goods or equipment for personal non-commercial purposes:
3.2.1ROI Routes: Vans up to and including 12m in length must be declared at the time of booking. Vans over 12m in length, vans referred to in sections 3.3, 3.4 and 3.5 below and horseboxes of any length must be booked as freight. Further guidance can be found at the following websites: https://www.gov.uk/guidance/check-how-to-declare-personal-goods-you-bring-into-or-take-out-of-the-uk and https://www.revenue.ie/en/customs/businesses/electronic-systems/roro-service/ferry-consignments-pbn.aspx
3.2.2Liverpool and Cairnryan Routes: Vans and horseboxes up to and including 12m in length must be declared at the time of booking. Vans and horseboxes over 12m in length and vans referred to sections 3.3 and 3.4 below must be booked as freight. Further guidance can be found at the following website: https://www.gov.uk/guidance/check-how-to-declare-personal-goods-you-bring-into-or-take-out-of-the-uk
3.2.3Continental Routes: Vans over 6m in length and vans referred to in section 3.5 below must be booked as freight through our freight system by calling 0845 070 4000.
3.2.4Dutch Route: Further details about booking vans over 6m and up to and including 8m in length and the applicable surcharges can be obtained by calling 03447 707 070. Vans over 8m in length and vans referred to sections 3.3 and 3.4 below must be booked as freight. Further guidance can be found at the following website: https://www.gov.uk/guidance/check-how-to-declare-personal-goods-you-bring-into-or-take-out-of-the-uk.
All freight bookings for the ROI and Liverpool and Cairnryan Routes and the Dutch Route must be made via our freight reservation office by calling +44 (0)1772 368195 or email stenaline@freightlink.co.uk
3.3Vans, horseboxes and/or vehicles towing a trailer/caravan carrying commercial or chargeable goods: Vans, horseboxes and/or vehicles towing a trailer/caravan of any length carrying commercial goods or chargeable goods (goods which are subject to customs duty) which are subject to import and export declarations must be booked via our freight reservation office by calling +44(0)1772 368195 or email mailto: stenaline@freightlink.co.uk. In the event of an incorrect disclosure, Stena Line reserves the right to make an additional charge for VAT, if applicable, on the price paid.
3.4Vans/horseboxes which require either or both a UK Goods Movement Reference (GMR) or an Irish PreBoarding Notification (PBN) must be booked via our freight reservation office by calling +44(0)1772 368195 or email stenaline@freightlink.co.uk
3.4.1ROI Routes: GMRs are required for all commercial/chargeable movements from GB to ROI, but will not be required for these movements from ROI to GB until a later date (to be confirmed). PBNs are required for all commercial / chargeable movements, from ROI to GB and GB to ROI.
3.4.2Liverpool and Cairnryan Routes: GMRs are required for all commercial/ chargeable movements from GB to NI and in a very few cases from NI to GB.
3.4.3Dutch Route: GMRs are required for all driver accompanied commercial/ chargeable movements from NL to GB.
3.5Vans registered in the Republic of Ireland, and classified and taxed for Irish Motor Tax purposes as a Commercial Goods Vehicle: If you are travelling from the Republic of Ireland and your vehicle is registered in the Republic of Ireland, and classified and taxed for Irish Motor Tax purposes as a Commercial Goods Vehicle you need to book via our freight reservation office by calling +44(0)1772 368195 or email stenaline@freightlink.co.uk . In the event of an incorrect disclosure, Stena Line reserves the right to make an additional charge for VAT, if applicable, on the price paid.
3.6The following vehicles are excluded from Tourist fares and are subject to Freight rates, and the Freight Terms of Business.
3.6.1All vehicles carrying commercial goods or involved in a commercial venture not mentioned under sections 3.3 and 3.4 and 3.5.
3.6.2Vehicles carrying hazardous goods.
3.6.3All vehicles constructed for the carriage of commercial goods over 12m long on the ROI, Liverpool and Cairnryan Routes, over 6m long on the Continental Routes and over 8m long on the Dutch Route.
3.4.6All vehicles constructed for commercial use towing a trailer where the combined length exceeds 12m.
3.6.5All vehicles constructed for commercial use transporting vehicles for sporting events.
Please call 0845 070 4000 for further information regarding Freight rates and how to book.
3.7Service when you have initiated but not completed your booking or payment: As part of our service, we may contact you within 48 hours in case you for any reason have initiated but not completed your booking, or, if your booking has been completed but we have not yet received your payment. In such case, you will receive a maximum of two reminders to the email address you have provided us with. This service is provided by us in order to make it easier for you to complete your booking.
3.8Acceptance of your booking and formation of your contract: Acceptance by us of any payment made by you in connection with any booking does not constitute acceptance of your booking. Your contract for your booking shall take effect when we accept your booking by issuing a booking reference. You are responsible for checking the booking confirmation/travel documents as soon as they are received and that all information is correct including that names are spelled correctly and match the passport. The main traveler must immediately notify the Stena Line of any changes to address, e-mail address, telephone number or other information of importance to the Stena Lines ability to contact the traveller.
3.9When payment is due:
3.9.1Unless otherwise advised, payment for all bookings is due at the time of booking.
3.9.2If you book a flexi or premium ticket more than 7 days in advance of travel on the Liverpool Route, the Dutch Route, the Cairnryan Route or the ROI Routes a non- refundable charge of £4 will guarantee your reservation and the booking price at the time of reservation. If you take advantage of this offer you must pay the full booking price within 2 days of making your reservation. If you have not paid the full amount due before the specified date indicated at the time of booking we shall be entitled to cancel your booking without notice, the charge of £4 will not be refunded, and we shall have no further obligation or liability towards you. You will be liable for any re-price or charges for amendments or cancellations in your booking in accordance with section 8.3.2. This offer is not available if you book an economy ticket. This service is available only before ticket purchase at our Customer Care Department, not available online.
3.9.3If you book an economy or flexi ticket more than 42 days in advance of travel on the Continental Route a non-refundable deposit of £100 or 10% (whichever is the greatest) of the booking price will guarantee your reservation and the booking price at the time of reservation. If you take advantage of our £100 or 10% nonrefundable deposit you must pay the balance of the booking price at least 42 days before departure or your deposit will be lost and we shall have no further obligation or liability towards you. You will be liable for any re-price or charges for amendments or cancellations in your booking in accordance with section 8.3.2.
3.10How to pay: Payment may be made by major credit or debit card or gift vouchers. Payment may be made by cash if making the booking in one of our travel centres.
3.11Prices applicable:
3.11.1The prices (which include all applicable taxes, fees and charges) shown in Pounds Sterling on our website or in our brochures are applicable only for bookings made in the United Kingdom.
3.11.2For all non–web bookings a £10 non-refundable service fee applies for vehicle bookings and a £4 nonrefundable service fee for foot passenger bookings. A non-refundable service fee of £5 for car booking changes and £2 for foot passenger booking changes that are not made online. These service fees are charged per booking/change unless expressly stated. Foreign currency prices for bookings made abroad are shown in separate publications.
3.11.3A £3.50 charge will be made to passengers who require written confirmation of their journey sent by post. A £1 charge will be made to passengers who require written confirmation of their journey by SMS. There is no charge for notification by e–mail.
3.12We will pass on changes in certain charges to you: If there is a change in any applicable taxes or any fees or charges imposed on us by a third party (e.g. government action, fuel charges, environmental charges, port dues etc) between your booking date and outward travel date, we reserve the right to adjust the rate of the taxes, fees and/or charges (as applicable) that you pay. You will be given the opportunity to accept the change or cancel the booking without liability.

4. INSURANCE

4.1It is recommended that you take out Breakdown Assistance and Personal Travel Insurance which can cover you in the event that you have to cancel your trip or compensate you for delays and provide assistance following vehicle breakdown.