Return and Refund Policy

Last updated: March 11, 2025

1. Cancellation and Refund Policy

Thank you for booking with BFerry. We understand that plans can change, and we have established the following cancellation and refund policy for our ferry ticket reservations:

1.1 Cancellation Timeframes

  • More than 24 hours before departure: Full refund minus a 10% administrative fee
  • Between 2-24 hours before departure: 50% refund of the total ticket price
  • Less than 2 hours before departure: No refund available

1.2 Schedule Changes by BFerry

In the event that BFerry changes the schedule of your booked ferry:

  • If the new schedule is not acceptable to you, you are entitled to a full refund with no administrative fee
  • Alternatively, you may choose to reschedule your trip at no additional cost, subject to seat availability

1.3 Ferry Cancellations

If your ferry trip is cancelled by BFerry due to weather conditions, technical issues, or any other reason:

  • You are entitled to a full refund with no administrative fee
  • Alternatively, you may reschedule your trip at no additional cost, subject to seat availability

2. How to Request a Refund

To request a refund for your ferry ticket reservation, you can contact our customer service team at:

  • For trip from Tanjung Balai Karimun or Selat Panjang, WhatsApp : +62 821 3853 6699
  • For trip from Kukup, WhatsApp: +60 197 197 191

3. Refund Processing Time

Once your refund request is approved:

  • Credit/debit card refunds will be processed within 7-14 business days
  • Bank transfers may take 5-10 business days to reflect in your account
  • Other payment methods will be refunded according to their standard processing times

4. Non-Refundable Circumstances

Please note that refunds will not be provided in the following circumstances:

  • No-shows without prior cancellation
  • Cancellations made less than 2 hours before departure
  • Passengers denied boarding due to invalid travel documents
  • Passengers denied boarding due to failure to comply with health and safety regulations

5. Special Circumstances

We understand that emergencies can happen. In case of serious illness, death in the family, or other exceptional circumstances, please contact our customer service team with supporting documentation. Refund requests for special circumstances will be evaluated on a case-by-case basis.

6. Contact Us

If you have any questions about our Return and Refund Policy, please contact us:

  • Email: admin@booking.bferry.com
  • WhatsApp: +62 821 3853 6699