Delivery and exception policies

Booking and payment

Every guest, including a walk-up, must place the order and pay in full through the app. A reservation is confirmed only after payment succeeds. Staff checks the paid reservation before accepting bags. A pending payment, payment screenshot or promise to pay does not replace app confirmation. Guests with an unconfirmed payment should recover the existing booking before attempting another payment.

Delivery and property access

Delivery is planned by 5 p.m., often earlier, within the mapped Cruz Bay service area. Delivery must respect the property's permitted access time unless prior arrangements have been made. Earlier delivery must be agreed with the property or an authorized recipient and confirmed by FerrySide. Guests with access available only after 5 p.m. must contact FerrySide before booking.

Delivery is made to the guest, an authorized recipient, or a location expressly approved by the guest and the property. Staff records the recipient and a delivery photograph. Bags are not left unattended without permission.

Delayed or missed ferry

Update your ferry and estimated arrival using your private email link before the agreed handoff deadline. If you need a fresh link, open Change or cancel booking and enter your reservation number and booking email. Your reservation stays active. Staff reviews later handoffs and delivery-run changes, subject to availability. Contact FerrySide directly for urgent changes or if you may miss the final handoff. Changing an estimate does not guarantee an extended delivery window.

Changes, cancellations and no-shows

Cancel at least 24 hours before your agreed handoff for a full refund. Later cancellations made by the agreed handoff deadline receive credit toward a future booking. No-shows without a change or cancellation by that deadline receive no refund or credit. Use Change or cancel booking or contact FerrySide before the deadline. FerrySide confirms the agreed handoff and recorded request times before confirming the financial outcome within one business day. Bags already held require a separate arranged return.

A no-show means the guest misses the agreed handoff without changing or cancelling by the deadline. Staff must review guest contact and saved changes before the owner records a no-show. FerrySide service cancellations remain eligible for a refund of unused service.

Service cancellation and unsafe weather

If FerrySide cannot provide the booked service, we will notify you and refund the unused service. If your bags are already in our care, we will arrange their safe return or another agreed handoff. Weather, ferry disruption or an access problem may require a revised delivery arrangement.

Wrong address or unavailable recipient

Provide a complete address, property name, unit or room number when applicable, and a reachable authorized contact. If delivery cannot be completed, we will contact you and keep the bags secure while arranging the next step. Address changes depend on service area and availability. Any additional charge must be agreed before the extra service is provided.

Bag condition and contents

Keep passports, medication, cash, jewelry and items needed during the day with you. Bags are photographed at intake and delivery. Leaking, unsafe or prohibited items cannot be accepted. Items over 75 lb require advance review and acceptance by FerrySide.

Damage or missing bag

Report a damaged or missing bag to FerrySide promptly. Staff will document the issue, preserve available photographs and handling records, and refer it to the owner for investigation and resolution.