Usually, the refundable amount will appear in your account within 2 to 7 business days after the cancellation process is completed, depending on your bank. You will receive an email once the refund has been processed. Refunds might also be processed in as little as 1-3 business days depending on your bank’s system or could take longer, up to 5-12 business days, in cases requiring ferry operator confirmation.
Factors Affecting Refund Durations
Several factors can influence the refund timeframe:
Extreme Weather or Schedule Changes: Coordination with ferry operators due to exceptional cases like extreme weather may cause delays.
Ferry Operator’s Authorization: Many ferry operators must first approve the refund before it is processed. This step could affect how quickly the refund reaches your account.
Bank Processing Systems: Refund processing is partly dependent on your issuing bank’s internal systems. Some banks process refunds faster than others.
Public Holidays or Weekends: During periods when banks or ferry operators experience high volumes (e.g., holidays), refunds might take slightly longer than anticipated.
Workload on Financial Partners: During peak seasons, the workload on operators and banks could extend typical timelines to the higher end of the range.
Kindly note that in exceptional cases (e.g., schedule changes due to extreme weather conditions), the refund may take longer as we may need to coordinate with the ferry operator. Additional delays may arise from bank processing systems, public holidays, or high workload periods during peak seasons.
Steps to Take if Your Refund Is Delayed
If your refund does not appear within the expected timeframe, here are the recommended steps to resolve the issue:
Check with Your Bank: Refunds processed from Ferryhopper might not be immediately visible due to internal bank clearing delays. Ask your bank for an update, and if needed, provide them with any transaction reference numbers you may have.
Understand Processing Progress: Ensure that the stated 7-business-day timeframe for most refunds has passed before escalating the issue. Refunds cannot be expedited during this standard period.
Use Provided Transaction References: In cases where banks require additional verification, you can offer the payment reference number or contact Ferryhopper support for further clarification on the delay.
Contact Ferryhopper After Extended Delays: If your refund has not appeared within 12 business days, contact Ferryhopper’s customer support team for a detailed investigation. Provide all necessary details, including your booking reference and any correspondence about the refund process.
If you experience a delay in receiving your refund, please contact our team via the chat feature so we can follow up with our accounting department. If your refund delay exceeds 12 business days, contacting customer support with transaction details, booking references, and correspondence will help in conducting a detailed investigation.