Terms and Conditions

Terms and Conditions

Expected Behaviours 

OSTC is committed to providing a high degree of service to the public, and our staff are trained with the safety and well-being of passengers in mind. Employees and other passengers are to be treated with respect. Abusive language and behaviour to persons or property will not be tolerated, and OSTC reserves the right to deny passage to any traveller who demonstrates threatening or abusive behaviour. If inappropriate behaviour persists, authorities will be called.  

Passenger

OSTC encourages feedback from passengers as part of our commitment to continuous improvement. All passengers automatically receive an electronic survey form via SMS, and an online feedback form is available on our website. You can also contact us by emailing info@ontarioferries.com.

General Travel Conditions 

The vessel may experience some adverse movement while underway. For your safety, please follow instructions given by crew members, pay attention to onboard safety announcements and take care while walking around the vessel. Passengers travel at their own risk.

Reservations

The ferry has limited vehicle space and reservations are recommended for both vehicles and walk-on passengers. Full fare is charged at the time of reservation and a confirmation email will be sent after your reservation is complete. Please ensure that the details of your reservation are accurate to avoid further penalties. When entering vehicle dimensions, please include any racks or attachments. If your vehicle is larger than originally booked, you may be placed in standby upon check-in. Travellers who arrive without a reservation will be asked to wait in standby and passage will not be guaranteed.

All terms and conditions are considered accepted 24 hours after making your reservation. If the reservation is made within 48 hours (two days) of a sailing, all terms and conditions are considered accepted one (1) hour after completion of a reservation.  Changes to reservations or cancellations can be made by calling Reservations at 1-800-265-3163 or emailing us at info@ontarioferries.com.

Vehicle loads outside our normal load distribution could result in unintentional overbooking. Should this occur, affected passengers will be refunded the full fare.

 

Arrivals and Check-In  

Vehicle Reservations Vehicle reservations must arrive and be in the processing lineup at least one (1) hour prior to sailing.

Vehicle dimensions are verified upon check-in by terminal staff. They may place coloured tags on your windshield; please do not remove them for the duration of the voyage.

Vehicles that are damaged or displaying in-vehicle system warnings may be declined carriage.

 

Late Arrivals – Passengers are considered late if they arrive less than one (1) hour before the scheduled sailing time. Late passengers forfeit their reserved spaces and will be placed in standby if space is available. No refunds will be issued if you arrive after the ferry has departed.

 

Walk-on Reservations – We recommend that you arrive at least one (1) hour prior to departure. Walk-on passengers must check-in and retrieve their boarding passes from the terminal building before going to the ship. Walk-on boarding begins approximately 30 minutes prior to departure. 

 

Parking  – Onsite parking for travellers is available at our terminal locations on a first come, first served basis. Parking fees are to be paid at the terminal upon check-in, and the parking pass must be placed on the vehicle dash and clearly visible. Free 15-minute pick-up and drop-off parking is available. Parking are used at your own risk. 

If a vehicle is parked in a public lot on a terminal for which parking fees are in effect, and there is no evidence that the parking fee has been paid, OSTC may arrange for towing or removal of the vehicle from the terminal at the sole risk and cost of the owner or operator of the vehicle.

Booking Amendments 

Adjustments to booked vehicle size can be made up to four (4) hours ahead of the scheduled departure time by calling Reservations at 1-800-265-3163. Changes will be accommodated as space onboard permits.

Cancellations

A full refund will be issued if a reservation is cancelled prior to 48 hours of sailing. Cancellations within 24-48 hours of the sailing time will incur a 50% cancellation fee. Refunds will not be issued for cancellations made within 24 hours of the sailing time. Cancellation requests sent by email will be processed as of date/time received.

Sailing Cancellations

OSTC will cancel sailing if there is a risk to passenger, crew or vessel safety because of weather, mechanical concerns or a public emergency. In the event of a sailing cancellation, all paid passengers will be eligible for a refund for the affected portion of their reservation. Refunds will be automatically applied by the reservations team. If you are booked for a round-trip and the first crossing is cancelled, please contact us if you would like to cancel the return trip. OSTC is unable to give priority status for subsequent sailings to passengers affected by a cancelled sailing. Passengers who choose to wait for the next departure will be placed in standby.

OSTC advises passengers as far in advance as possible if there is a cancellation. The e-mail and mobile number provided at booking will be used to communicate cancellations or delays. Notifications are also posted to Twitter and Facebook. Passengers are also encouraged to opt-in to SMS text notifications for updates on sailing cancellations, delays and other events. Text “OPT IN” to 613-703-9026 to subscribe. Standard messaging rates may apply.

OSTC is not responsible for any costs or penalties related to accommodations, other travel, or other services cancelled or lost because of a sailing cancellation. For passengers booking round trips or same day return travel, each leg of the voyage is treated as one-way with no implied return guarantee in event of a cancellation. 

Standby 

Standby travel is available on a first come, first served basis. Travel is not guaranteed in standby. Vehicles in standby are kept in the order in which they arrive; however, depending on space availability, vehicles of a certain size may be loaded ahead of other vehicles. We will take vehicles and passengers on standby until sailing time or until the vessel is full.

Motorcycles

Motorcycles must be tied down on the vehicle deck. OSTC offers tie-downs to secure motorcycles, but passengers are encouraged to bring their own equipment. OSTC is not responsible for damage to motorcycles during transit as stated in the terms and conditions related to vehicle damage. 

Accessibility 

OSTC provides a variety of services for persons with disabilities to ensure a safe and comfortable journey. Please call ahead to advise of specific needs, so we can assist to the highest level of customer service. Wheelchair and elevator services are available; please advise at booking if this service is needed so we can assist you.

Elevator and wheelchair access to the ship is available via the external passenger ramps in Tobermory and South Baymouth. Parking near the shipboard elevators is limited so passengers with accessibility needs are asked to self-identify with an agent upon booking and at check-in.

On all our vessels, support persons who travel with adults or children with accessibility needs travel free of charge. Verification will be required at check-in.

Our full accessibility policy can be found here.

Pets and Service Animals

Pets are allowed onboard the MS Chi-Cheemaun in the aft lounge and the outside decks; please ask a crew member for directions.

Pets must be on leashes or in TSA-approved pet carriers and accompanied by their owners in pet designated areas.

Owners are responsible for their pets’ behaviour and liability is assumed by the owner should the animal injure another passenger or animal.

We do not recommend leaving your pet in your vehicle, as owners cannot return to the car deck to check on them. Car deck temperatures can get extreme in warmer conditions and put your pet at risk. In the event of an emergency evacuation, uncrated pets will not be permitted down the emergency slide.

Pet relief areas  are available at the terminals. Pets are not permitted in the terminal buildings.

Exceptions:

Guide dogs for people who are visually impaired and certified service dogs for those with other disabilities are permitted in all areas of the ship and terminal. Passengers who require service animals may be asked to provide official documentation, and service animals must be clearly identified with their vest. Support animals are considered pets, for the purpose of designated areas. 

Commercial Trucks

Trucks that require overweight highway permits cannot board the Chi-Cheemaun. Trucks with wide load permits are subject to restrictions and additional fees.

Buses and Motorcoaches 

Buses and motorcoaches must book in advance. Please call 1-800-265-3163 or email info@ontarioferries.com to reserve. Reservations must be paid at time of booking or reserved on an approved company account. Buses must arrive at least one (1) hour prior to sailing and all passengers are required to use the outside passenger ramp to board the ship. Passengers will not be permitted to board the ship while on the bus. Elevator access is available at the external passenger ramp.  

Buses that use access ramps must notify our reservations team as additional space may be required. Fees may apply.

Bus groups should ensure their passengers are aware of the terms and conditions.

Group Rates

Groups of 10 or more paying passengers in a single vehicle or travelling as walk-on passengers in a single reservation are eligible for a 10% discount. The discount does not apply to vehicles.

Unaccompanied Minors 

Children under the age of 12 must be accompanied by a supervising person (12 years of age or older). Unaccompanied minors under the age of 12 will not be permitted boarding under any circumstance. 

Smoking 

All OSTC properties, vessels and terminals are smoke and vape free. 

Security

Passengers are asked to adhere to all instructions regarding safety and security communicated by the crew. All passengers must vacate the vehicle deck during passage. Vehicles are loaded and unloaded by the owners and at the owner’s risk. OSTC assumes no responsibility for any damage to vehicles, motorcycles or bicycles, or loss of vehicle contents while onboard ship or on OSTC property. OSTC’s full terms and conditions related passenger vehicle liabilities can be found here.

Light electric vehicles, including e-bikes and recreational scooters, are not permitted on the passenger decks and must remain on the car deck. No electric vehicle charging is permitted onboard the vessels or in our marshalling yards. Mobility scooters are permitted in all areas.

Luggage  

Please declare at time of reservation if you require space for or assistance with your carry-on luggage. Please advise our reservations team of any special requirements. Luggage storage is in the mid-ship walk-on passenger area. The OSTC is not responsible for loss of, or damage to, baggage or contents.

Dangerous Goods

Information coming soon.

Loyalty Stamp Card

OSTC offers a Loyalty Stamp Card for passengers who frequently sail onboard the Chi-Cheemaun. The card itself is free; please ask for one at the terminal. Passengers earn one (1) stamp for each vehicle crossing. After nine (9) crossings, the tenth is free for one (1) vehicle and one (1) passenger.

Loyalty Stamp Cards and accumulated stamps are valid for one season only and cannot be carried forward from year to year. Lost cards with accumulated stamps cannot be replaced.

Card stamps must be requested at check-in and are the responsibility of the traveller.  No retroactive stamps shall be provided.

Drones 

Drones are not allowed on OSTC property.  

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