TERMS AND CONDITIONS FOR THE SALE AND PURCHASE OF PASSENGER TICKETS AND MARITIME TRANSPORT SERVICE (EXCEPT CANGAS-VIGO LINE)

The passenger must purchase and use the boat ticket* in accordance with these conditions.

The service will only be provided after the purchase of the corresponding ticket* -if necessary, with prior reservation-.
The ticket in QR format can be presented electronically (e.g. mobile) or in paper format. If it is presented electronically, you must make sure you have enough battery for the entire journey. If the ticket is printed, it must be kept in good condition until the end of the journey so that it can be read correctly.
The QR code on each ticket is unique and allows access to the boat only once.
Naviera Mar de Ons, S.L. is not responsible for any problems caused by the duplicate or illegal sale of this ticket. In the event that duplicate copies appear, the shipping company reserves the right to take the measures it deems appropriate, including denying access to the ship.
The ferry company does not guarantee its authenticity if the ticket* has not been purchased from authorised sales points.
Any ticket* that is amended, torn, suspected of being counterfeit, or has been illegally acquired will authorise the Shipping Company to deny the bearer of access.
It is also advisable for the passenger to keep it protected from factors such as exposure to the sun, high temperatures or liquids, as a ticket* that is damaged or illegible does not guarantee the provision of the service.

We recommend that you take the same care when printing your ticket in QR format as you would with a ticket issued at our authorised points.

Fares are available to passengers on our website www.mardeons.com and at our authorised information and sales points. To recognize the age-based fare discount, the passenger's age at the time of travel will be taken into account. We accept payment by credit card.

Cancellation of reservations: Once the reservation has been made, cancellations will not be admitted, nor will it be refundable, unless it is requested at least 14 calendar days before the date of the outward journey and has not been previously modified. This request must be made in writing by sending an e-mail to the following address:info@mardeons.com . If you have made an electronic booking, you can cancel it directly through the channel manage your reservation. If you have a physical ticket issued at the authorised points of Naviera Mar de Ons, S.L., it must not show any signs of deterioration, must be in perfect condition and must be deposited at the information points of the shipping company.

Modifications or changes to bookings: Once the booking has been made, no time or date changes will be accepted, unless they are requested at least 5 calendar days before the date of the outward journey and are requested for the current season. This request must be made in writing by sending an e-mail to the following address:info@mardeons.com and is subject to availability at the time of requesting the change.
If you have made an electronic booking, you can make the change or modification directly through the channel manage your reservation. If you have a physical ticket issued at Naviera Mar de Ons, S.L. authorised points, it must not show any signs of deterioration, must be in perfect condition and must be deposited at the Naviera Mar de Ons, S.L. information points.

The management and confirmation of a reservation when a change or modification occurs requires a minimum of five days to be completed, and the Shipping Company cannot guarantee the change for the same date or the date immediately following the day the passenger's request is received.

If an increase in the number of passengers is requested, the Naviera may authorise it subject to the availability of tickets and in any case, the request must be completed within the period and in the manner indicated above. If a reduction in the number of passengers is requested, the provisions that apply in the case of 'point 6. Cancellation or cancellation of reservations' shall apply.
When a change of service or destination already booked is requested, the Naviera shall apply the same conditions as those set out for date and time variations (point 8 'Changes to bookings').

For journeys to the National Park of the Atlantic Islands of Galicia, changes of date, cancellations or cancellations of passengers will not be admitted, except in those cases in which they are requested at least 14 calendar days before the date of the outward journey.

Reservations purchased at discounted or promotional rates are non-refundable and cannot be changed or modified.

The ticket* is only valid for the day and time indicated on the ticket. Outside that day and time it will be null and void.

Only personnel authorised by the Shipping Company may modify the physical ticket issued at the authorised points, otherwise it will be null and void.

If you lose or misplace the physical ticket issued at the authorised points, do not present the e-ticket in QR format or the e-ticket is illegible, you will have to purchase a new ticket*.

The ticket* purchased only grants the right to receive the maritime transport service, it does not include accommodation. It does not include any additional services unless expressly stated. Passengers wishing to stay in the National Park or any other accommodation must arrange their own accommodation prior to their transfer.

As a precautionary measure, if your ticket includes on-board food and beverage service, in case of intolerance, allergy or other adverse effects to certain foods, it is recommended that you refrain from consuming them as the menu may contain traces of allergens. You may enquire about the availability of allergen-free menu 3 days in advance by sending an e-mail to our address:info@mardeons.com and we will do our best to offer you an alternative if our suppliers can provide it, depending on the difficulty of logistics and food shipment.

Boarding: The passenger must be at the boarding area at least 30 minutes before both departure and return, and must always carry the ticket*. The Naviera will not make any boarding calls or call passengers via speakers or equivalent devices. The Naviera is not responsible if the passenger is not at the dock at the indicated time and without the corresponding ticket*.

Except for services to the National Park, due to its nature, in general no accreditation will be required, although before boarding or during the trip, when there is reasonable doubt as to the age of the child, the accompanying adult may be asked to present the official document certifying the age of the minor. Likewise, in the case of fares with a disability or age discount, passengers are required to present their ID card or passport, family record book, or proof of disability, when requested to do so, before boarding the boat or during the journey.

The passenger must follow the instructions of our ground staff at all times and comply with the instructions and orders given by the crew during the journey, especially those notices or warnings that are dispatched in conditions of necessity or extraordinary situations.

The captain shall have the status of public authority on board and shall comply with and enforce any obligation imposed by law or regulation by reason of his position in accordance with article 176 of Law 14/2014, of 24 July, on Maritime Navigation, particularly with regard to maintaining order and safety on board. To this end, the captain may take any police measures deemed necessary to maintain order on board the vessel, as well as to ensure the safety of all those on board.

On the outward and return journeys, the Naviera will provide the service with a vessel that complies with the applicable regulations. For logistical reasons, the vessels may be different or even operated by another shipping company. Please pay attention to the instructions of the ground staff or ask for information beforehand if you have any doubts. Please note that intermediate stops may be made without prior notice.
Other extraordinary or occasional services such as tours, events or excursions offered by this entity may be operated by another shipping company.

The means by which maritime transport is carried out is unique and subject, among other things, to weather conditions and existing maritime traffic, both during the crossing and during docking and undocking operations, which is why the Naviera cannot guarantee passengers a maximum journey time for any of the frequencies. The Naviera's services do not guarantee connections with other means of transport. In the knowledge of this circumstance, the passenger exempts the Naviera from any responsibility in the event of delays in the crossing and possible missed connections.

The Shipping Company, due to weather conditions, force majeure, technical and logistical reasons, organisational and internal reasons, has the right to make variations to the announced timetables and even to postpone, suspend or cancel the trip.

In the event that the maritime transport service cannot be provided, at any time of the day, due to weather conditions or force majeure, the full price of the tickets will be refunded.

Some port facilities/interfacilities may, in certain tidal conditions, make it impossible for disabled persons to use the stairs or ramp and to embark and disembark, in which case the full price of the tickets will be refunded.

Carry-on baggage included in the ticket* and passenger: The passenger may carry one backpack or hand bag and one medium or large suitcase with a maximum weight of 23 kg and with the following maximum dimensions: 71-81 x 43-51 x 26-30 cm (height x width x depth).

The passenger is responsible for keeping their belongings under their control at all times. The shipping company is not responsible for the luggage and belongings of the passenger in case of misplacement, theft or loss.

This company does not provide vehicle transport services of any kind, with the exception of those expressly authorised by the transport conditions that specifically regulate this line, information that is available on our website.

The carriage of certain items in baggage is prohibited for security reasons and to minimise any risk, in particular, and without being exhaustive, it is strictly forbidden to carry the following items on board:

1. Weapons, ammunition, fireworks, flares, explosives, pyrotechnic articles.
2. Combustion liquids, solvents, paints, flammable liquids such as alcohols, adhesives, solvents, gas oils, benzenes, butanols, methanols.
3. Psychotropic or narcotic substances.
4. Combustible gases, flammable or non-flammable, intensely cooled or poisonous gases, gases that, when mixed with an oxidizer and exposed to an ignition source, may ignite, camping gases, butane, oxygen, and propane.
5. Alarm systems installed in backpacks, briefcases, bags, briefcases or similar.
6. Alkali metals or metal powders, insensitive explosives, flammable solids, such as ignitable items, materials subject to spontaneous combustion, materials which emits flammable gases if it comes into contact with water.
7. Oxidizing materials, soda, perchlorate, peroxides, chlorate.
8. Radioactive substances. Certain restrictions may apply to specific medications, toiletries, dry ice, medical carbon dioxide canisters, or oxygen bottles.
9. Any other material, substance or component similar to the above that this Naviera and its authorised personnel determine to be unsuitable for carriage and so determine prior to or during the voyage.

The personnel of the Naviera, for security reasons, may carry out security checks on both passengers and luggage before boarding. In the event that authorised personnel observe objects that, by their nature, contravene the provisions of the above clause or may be dangerous, they may remove them or deny access to the vessel. Refrain from attempting to board with any object that raises doubts about its safety or its possible inclusion as an unauthorised object.

If you want to travel with your pet, remember that only assistance dogs (guide dogs and service dogs) may accompany their owners, in accordance with the provisions of Law 10/2003, of 26 December, on access to the environment for people with disabilities accompanied by assistance dogs. These dogs must be properly identified. Being recognised as an assistance dog (guide or service dog) entails the issuing of an official identification badge to be worn by the assistance dog, a card of the linking unit (the one formed by the user and the dog) and its registration.

It is forbidden for passengers entering the Galician Atlantic Islands National Maritime and Terrestrial Park, and also the San Simón Island and Tambo Island Natural Area, to dump rubbish, waste or any other type of solid waste, especially toxic or dangerous products. It is therefore advisable carry a rubbish bag for any waste you may produce. In the protected areas there are no containers or waste collection services, so any waste you produce will have to be taken back with you on your return journey, where it can be deposited in containers for this purpose.

Please note that you must comply with the specific regulations for visits to the National Park, being aware of Law 15/2002 on the declaration of the National Park, Law 42/2007 on Natural Heritage and Biodiversity, Decree 274/99 approving the Management Plan for the Natural Resources of the Atlantic Islands of Galicia, Decree 177/2018, of 27 December, which approves the Master Plan for the use and management of the Maritime-Terrestrial National Park of the Atlantic Islands of Galicia, as well as any other concordant and sectorial regulations of application. You can access all the regulations at the following links: https://www.miteco.gob.es/es/parques-nacionales-oapn/red-parques-nacionales.html or the preventive measures to be adopted on the Island of Ons.

Complaint and suggestion forms are available at our authorized NAVIERA MAR DE ONS, S.L. information points. We will also respond to your complaints and suggestions at our customer service department at Calle A Laxe, no. 11 – Bajo 4, 36202 Vigo (Pontevedra) - 986 22 52 72 or by email: administracion@mardeons.com

This company is not a member of a consumer alternative dispute resolution entity. You can, if necessary, submit your complaint to the Galician Institute of Consumer Affairs and Competition (IGCC) at https://consumo.xunta.gal/

Users are informed that, without prejudice to the provisions of Article 9 of Law 7/2017 of 2 November, which transposes into Spanish law Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution in consumer matters and in accordance with Article 21.4 of Royal Legislative Decree 1/2007 of 16 November, they may turn to an alternative dispute resolution entity notified to the European Commission, in accordance with the provisions of the law transposing Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution in consumer matters https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=ES