Terms and Conditions of Use

The Bournemouth-Swanage Motor Road and Ferry Company
Trading as Sandbanks Ferry

Last updated: 16 October 2026

Introduction

These terms and conditions set out your rights and responsibilities as a customer of the Bournemouth-Swanage Motor Road and Ferry Company. Your rights and responsibilities as set out in these terms and conditions. They do not affect your statutory rights.

Your particular attention is drawn to the clause “Our responsibility for loss or damage suffered by you” below.

By accessing or using our website, and using our ferry services, you agree to be bound by these Terms.

Our Details:

Company Name: The Bournemouth-Swanage Motor Road and Ferry Company
Trading Name: Sandbanks Ferry
Address: Ferry Office, Shell Bay, Studland, Swanage, Dorset BH19 3BA
Website: www.sandbanksferri.world
Email: [email protected]
Telephone: 01929 450203

We adhere to the Maritime and Coastguard Agency Code of Practice for the construction, machinery, equipment, stability and operation of chain ferries carrying passengers and other vehicles.

Definitions

In these Terms:

“We”, “us”, “our” refers to The Bournemouth-Swanage Motor Road and Ferry Company
“You”, “your” refers to the user of our website and ferry services
“Website” refers to our website and all associated pages and services
“Ferry” refers to our ferry service and vessel
“ANPR” refers to Automatic Number Plate Recognition, the camera-based system used to identify vehicle registration numbers for the purposes of charging and collecting tolls
“Token” refers to a credit on an Online Account for the purposes of a ferry vehicular crossing, equivalent to one ferry crossing
Red Route Area” refers to the section of road marked by red route lines and/or other signs and markings between the Shell Bay roundabout and the South Haven slipway, together with any associated controlled or holding area identified by us from time to time, used to support safety, traffic flow and the orderly operation of the Ferry service, as further described in Section 16

“Red Route Non-Compliance Notice” refers to a notice issued by us where we reasonably believe a vehicle has breached the Red Route Area terms set out in Section 16

“Red Route Non-Compliance Charge” refers to the charge payable following a Red Route Non-Compliance Notice, as set out in Section 16

Acceptance of Terms

By using our website or ferry services, you confirm that:

You are at least 18 years old, or have parental/guardian consent
You have the legal capacity to enter into these Terms
You will comply with all applicable laws and regulations
The information you provide is accurate and up-to-date

Website Use

Permitted Use

You may use our website to:

View information about our ferry services
Make bookings and purchases
Contact us with enquiries
Access customer account features

Prohibited Use

You must not:

Use the website for any unlawful purpose
Attempt to gain unauthorised access to any part of the website
Introduce viruses, trojans, or other malicious software
Use automated systems (robots, spiders) without our permission
Copy, reproduce, or distribute website content without authorisation
Interfere with other users’ enjoyment of the website
Impersonate any person or entity
Collect personal information about other users

Our Ferry Service

We always try to run a reliable service, however sometimes this is not possible due to circumstances beyond our control such as severe weather conditions. We reserve the right to change the timetable and to stop the Ferry from running without giving notice beforehand should this be deemed necessary. We will only do this for good reason. Where possible we will display the status of the Ferry and our service on our website.

You can use our service so long as you purchase a valid ticket or Token. The Ferry is at times heavily used and we cannot guarantee to carry you on a particular crossing.

We do not accept reservations or pre-bookings for journeys. The Ferry is boarded on a first come first served basis and the number of foot passengers and vehicles who can safely be transported is limited by the duty staff.

Vehicle Restrictions

You shall not be permitted to take or attempt to take on-board any vehicle which exceeds the gross vehicle weight of 20 tons
You shall not be permitted to take or attempt to take on-board any coach/bus that is a tri-axle vehicle
You must follow instructions given by our staff at all times when embarking, disembarking or travelling on the Ferry

Boarding Procedures

At the end of each crossing all foot passengers and vehicles shall disembark first, other than staff, before anyone embarks unless otherwise instructed by Ferry staff
All passengers must embark and disembark as directed by our staff or by notices displayed at the slipways in Poole and Studland
Boarding the ferry whilst the prow is raised, or whilst being raised or lowered is strictly prohibited
You are required to take particular care in conditions of inclement rough or heavy weather or as advised by our staff

Safety Requirements

For safety reasons whilst on the Ferry you must not at any time:

Smoke or use an electronic cigarette (‘vape’)
Use pedal cycles, roller skates, roller blades, scooters, skateboards, hoverboards or similar equipment on the ferry or landing stages (see Byelaws)
Take flash photographs and/or use a tripod or other camera support equipment without prior arrangement
Use emergency exits except in an emergency or when instructed to do so by our staff
Fish on and / or from the ferry or slipway landing stages (See Byelaws)

Conduct & Behaviour During the Crossing

Please think of others and act in a considerate and responsible manner. We respectfully ask you to:

Act safely and use care while embarking and disembarking
Cooperate with our staff and treat them and other passengers with respect
Use language that does not cause offence to others
Ensure that you are the only person that can hear your music
Ensure you pick up all your litter and take it with you
Keep your feet off the seats

Whilst on-board the Ferry or whilst waiting to embark or disembarking you are prohibited from:

Accessing or attempting to access restricted or private areas
Begging
Sounding or playing any musical instrument
Vending or offering for sale any fruit, fish, vegetables, newspapers or any other things
Posting or displaying any signs, posters or advertising material
Obstructing or impeding access to the Ferry
Sitting or standing on the prows or chains or any other moving part of the Ferry or associated equipment
Obstructing or impeding our staff in the execution of their duties
Betting or gambling, or playing any game of chance

We reserve the right to cancel services and/or refuse travel to anyone who we believe are unfit to travel. Our decision in this regard is final.

We will not tolerate violence and aggression, verbal or physical abuse towards our staff. We reserve the right to suspend the service whilst any incidents are dealt with and, if appropriate to prosecute offenders. We reserve the right to refuse travel to anyone who conducts themselves in an aggressive or abusive manner towards our staff.

Access, Pedal Cycles, Children and Animals

Accessibility

The Ferry is accessible to wheelchairs and mobility scooters; unless otherwise directed by staff all wheelchairs and mobility scooters users will need to be situated in the passenger corridor for the duration of the crossing.

Pedal cycles and Equipment

Pedal cycles, roller skates, roller blades, scooters, skateboards, hoverboards or similar equipment may be taken onboard but must be pushed or carried whilst on the Ferry.

Pushchairs can be taken onboard and wherever possible the child is to remain safely in the pushchair and be pushed on and off the Ferry.

Assistance will be given by our staff where possible.

Children

Children should be properly supervised by an adult at all times.

Animals

Any domestic pets accompanying passengers are permitted to travel free of charge and must be kept on a lead. However, we reserve the right at all times to refuse to carry, or to delay the carriage, of live animals. Where any domestic pets are permitted to use the service, this is done at the risk of the owner, or if the owner is not present, at the risk of the person who brings them onboard the Ferry.

The owner or person with whom the domestic pet is travelling shall be responsible for any loss or damage caused by the animal to the Ferry, our equipment and furnishings or the person or property of other passengers and all expenses arising therefrom.

Belongings

Belongings should be kept with you at all times whilst travelling on the Ferry and whilst waiting to embark and disembarking. We accept no responsibility for lost, stolen or damaged belongings nor those items left unattended.

We reserve the right to refuse to allow you to take on board luggage, goods or other property which, in our reasonable opinion, is unfit or unsuitable to be carried on the Ferry for any reason at all.

Foot Passenger & Pedal Cycle Tickets

Pay as You Go foot passenger and pedal cycle tickets are purchased at the point of travel by card or contactless devices.

You must have purchased a ticket which is valid for your type of travel.

It is your responsibility to check the fare before you travel. Details of the applicable fares can be found at www.sandbanksferri.world and on various notice boards on & around the Ferry operation.

Once a foot passenger or pedal cycle ticket has been purchased it is valid only on the day of purchase.

In the event that the service is suspended, other than for planned maintenance, and purchased tickets cannot be used, please approach a member of staff for a refund of the ticket purchased.

Motor Vehicles

Payment for all classes of motor vehicles travelling on the ferry, including motor cycles, is collected using ANPR technology. Cameras capture your vehicle’s registration number as you travel, and payment is then required via www.sandbanksferri.world/pay or via the official Sandbanks Ferry app (available on Google Play and App Store) by midnight on the day following your crossing.

Payment for vehicle travel may also be made in advance via the ‘pay as guest’ function at www.sandbanksferri.world/pay, up to 30 days prior to your crossing.

No other means of payment is accepted for ferry vehicle crossings, including cash. Online payment via www.sandbanksferri.world/pay or via the official Sandbanks Ferry app is the only accepted means of payment for vehicle crossings, and payment cannot be accepted in person at the point of travel.

It is your responsibility to ensure payment is made by the applicable deadline. Failure to pay within the required timeframe may result in enforcement action as set out on our website.

Ferry crossings by motor vehicles may also be pre-paid by setting up an Online Account at www.sandbanksferri.world/pay. Discounts are available for bulk purchases of Tokens. For the purpose of the Online Account, purchases are converted to Tokens, with one Token equivalent to one ferry crossing.

Where you hold an Online Account, payment for vehicle crossings is taken in accordance with the prioritised order set out in Section 14.

In the event that the service is suspended, other than for planned maintenance, and a crossing paid for in advance via Pay As Guest cannot be made, please contact customer services.

Price Changes

We reserve the right to change the price of each type of journey at any time. Where possible we will ensure that any changes to toll fares are advertised before coming into effect.

Third-Party Provider

The ANPR system for the sale of vehicle crossing Tokens for the Ferry, together with the support and maintenance for the same, including payment enforcement support and support in relation to the Red Route enforcement scheme referred to in Section 16, is provided by way of a contract with Capita Business Services Ltd., First Floor, 2 Kingdom Street, Paddington, London, W2 6BD. You should read Capita Business Services Ltd.’s terms and conditions carefully before you purchase a Token.

ANPR (Online) Accounts

Tokens for vehicular travel may be pre-paid online by setting up an Online Account via www.sandbanksferri.world/pay.

Tokens can only be purchased in predetermined values equivalent to the prices of bulk tickets at the time of ordering.

Once Tokens have been purchased and added to your Online Account, they are non-refundable (see Section 15).

Once a Token has been purchased it must and will remain allocated to the Online Account to which it has been allocated.

Full price tokens are valid for 30 days. Tokens purchased within a bundle (10, 50, or 100) via an Online Account are valid for two years from the date of purchase. Tokens will be deducted from your account on a daily basis according to use. Where multiple purchases of Tokens exist on an Online Account, used Tokens will be deducted from the earliest dated purchase (i.e. purchases with the shortest amount of time left until expiration).

Up to five Vehicle Registration Marks may be added to an individual Online Account. There is no limit to the number of changes you can make to your registered vehicles, and you do not need to be the registered owner or keeper of a vehicle to add it to your account.

Payment for each crossing made by an Online Account holder is taken in the following order of priority:

Where Tokens exist on your account for the relevant vehicle category, these will be consumed.
Where no Tokens exist, any Account Credit on your account will be consumed automatically, at the rate applicable to the vehicle category, regardless of whether you have opted into Autopay.
Where neither Tokens nor Account Credit exist on your account, you have until midnight on the day after travel to make a direct payment or purchase further Tokens.
Where none of the above has occurred and you have opted into Autopay, payment for the appropriate full, non-discounted fare will be taken at midnight on the day after travel from the card you have nominated for Autopay, assuming it remains valid and has available funds.

Failure to make payment by the applicable deadline may result in enforcement action as set out on our website.

We reserve the right to withdraw your account if it is misused or if it is used in a way that is not permitted by these terms and conditions whether or not the misuse was by the registered account holder.

15. Payments And Refunds

All payments made for use of the Ferry, including for foot passenger and pedal cycle crossings, ANPR Tokens (Pay As Guest and via Online Account), and Account Credit, are non-refundable. We are under no obligation to provide a refund, either in full or in part, save as set out in these Terms or where required by law. This does not affect your statutory rights.

16. Red Route / No Stopping Area

Definition of the Red Route Area

The Red Route Area is the section of road marked by red route lines and / or other signs and markings between the Shell Bay roundabout and the South Haven slipway, together with any associated controlled or holding area identified by The Bournemouth-Swanage Motor Road & Ferry Company (Sandbanks Ferry) from time to time. The Red Route Area is in place to support safety, traffic flow and the orderly operation of the ferry service.

No Stopping / Permitted Use

Drivers must not stop, wait, park, load, unload, pick up, set down, turn around, or otherwise remain stationary within the Red Route Area unless:

(a) they are proceeding directly to use the ferry and are stationary only as part of the live ferry queue;

(b) they are required to stop by traffic conditions, traffic signals, emergency services, the police, or a member of Sandbanks Ferry staff; or

Monitoring and Enforcement

The Red Route Area may be monitored by Sandbanks Ferry staff and / or by camera systems for the purposes of safety, traffic management and enforcement. Where Sandbanks Ferry reasonably believes that a vehicle has breached these Terms, Sandbanks Ferry may issue a Red Route Non-Compliance Notice to the driver and / or, where appropriate, to the registered keeper of the vehicle. Any personal data collected for these purposes will be handled in accordance with Sandbanks Ferry’s Privacy Notice.

When a Notice May Be Issued

A Red Route Non-Compliance Notice may be issued where a vehicle stops or remains within the Red Route Area otherwise than in accordance with these Terms, including where the vehicle is not in the live ferry queue or where the vehicle enters or remains in the controlled area without properly using the ferry service.

Charge and Payment

A Red Route Non-Compliance Charge of £60 applies to each breach. If payment is received within 14 days beginning with the date of service of the Red Route Non-Compliance Notice, the charge will be reduced to £30.

Appeals

The recipient of a Red Route Non-Compliance Notice may, within 28 days beginning with the date of service of the Notice, either:

(a) pay the charge; or

(b) submit an appeal using the method stated on the Notice or on the Sandbanks Ferry website.

Sandbanks Ferry may request supporting information or evidence in connection with any appeal.

Non-Payment

If the charge is not paid and no successful appeal is made within the applicable 28-day period, Sandbanks Ferry may take further steps to recover the amount due and any additional recovery costs that are lawfully recoverable.

Driver Responsibilities

Drivers are responsible for reading and complying with all signs, road markings and instructions given by Sandbanks Ferry staff. By entering and using the Red Route Area, drivers agree to comply with these Terms. Nothing in this section limits Sandbanks Ferry’s right to take any other action available to it where a vehicle causes an obstruction, creates a safety risk, or breaches any other applicable terms.

17. Intellectual Property Rights

Our Content

All content on our website, including but not limited to:

Text, graphics, logos, images, photographs
Software, code, and website design
Trade marks and service marks
Audio and video materials

is owned by us or our licensors and is protected by copyright, trade mark, and other intellectual property laws.

Your Use of Our Content

You may:

View and print individual pages for personal, non-commercial use
Share links to our website content

You may not:

Reproduce, modify, or create derivative works
Use our content for commercial purposes without written permission
Remove or alter copyright notices or other proprietary markings

User-Generated Content

If you submit content to our website (reviews, comments, etc.), you grant us a non-exclusive, royalty-free licence to use, modify, and publish that content. You warrant that you own or have permission to use any content you submit.

18. Third-Party Links and Services

Our website may contain links to third-party websites and services. We are not responsible for:

The content or privacy practices of third-party sites
Any transactions you enter into with third parties
The availability or functionality of external links

Your use of third-party services is at your own risk and subject to their terms and conditions.

19.Our Responsibility for Loss or Damage Suffered by You

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services.

We are not liable for business losses. We only supply the services for domestic and private use. If you use the services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

20. Data Protection

The Bournemouth-Swanage Motor Road and Ferry Company is the data controller for the personal data you provide. Capita Business Services Ltd are data processors, as defined by the Data Protection Act 2018 and General Data Protection Regulations (GDPR).

In registering for an Online Account or using the Pay As Guest option to pay for vehicular crossings, you agree that we may process your personal information and pass your information to Capita Business Services Ltd. or such other third-party provider for the provision of ANPR services that we may use from time to time.

We collect and process vehicle registration data and associated images captured by ANPR cameras for the purpose of charging and collecting tolls. The ANPR system captures vehicle number plates, vehicle make and model, and direction of travel. All objects other than the captured licence plate are blurred by a non-reversible algorithm, including the driver and passengers.

We collect and process data in connection with the Red Route enforcement scheme referred to in Section 16, for the purposes of safety and traffic management enforcement. Capita Business Services Ltd. act as our data processor in respect of this data, as they do for ANPR toll payment data.

For Online Accounts, images of vehicles are retained for 90 days. For Pay As Guest crossings, images are deleted once payment has been confirmed as settled.

Data relating to the enforcement of any unpaid crossing is retained for six months following completion of the enforcement activity.

Closure of an Online Account triggers an immediate deletion of all related data, bar any crossing subject to enforcement activity.

We will use your personal data for the purpose of providing our service to you. We will contact you only in respect of customer services and administration, the provision of travel related information, customer research and fraud prevention. This will include notifying you of any major changes to the Ferry service, unless you advise us you do not wish to receive these notifications.

If you do not wish to receive notifications about Ferry Service information please either a) tick the box on the website if you would not like to receive this information or b) please email stating that you would like to be removed from our database for future information.

In certain circumstances we may also share your personal data with the Police and other law enforcement agencies for the purpose of the prevention and detection of crime.

Your personal data will be properly safeguarded and processed in accordance with the requirements of the Data Protection Act 2018 and the GDPR.

For full details of how we handle your personal information, please see our Privacy Policy.

21. Customer Service and Complaints

We aim to provide a good service to all our customers however, if you experience any difficulties or problems during your travel with us which cannot be resolved by the Ferry staff, or if you have any comments or suggestions about the day-to-day running of our services please do not hesitate to contact us via our email address: [email protected].

22. Website Availability

Service Provision

We aim to provide continuous website access but cannot guarantee:

Uninterrupted availability
Error-free operation
Compatibility with all devices and browsers

Maintenance

We may temporarily suspend website access for:

Routine maintenance and updates
Emergency repairs
System upgrades

We will provide reasonable notice where possible.

23. User Accounts

Account Creation

If you create an account, you must:

Provide accurate and complete information
Keep your login details secure
Notify us immediately of any unauthorised access
Take responsibility for all activities under your account

Account Termination

We may suspend or terminate your account if you:

Breach these Terms
Engage in fraudulent activity
Misuse our services

24. Changes to Terms

We may update these Terms from time to time to reflect:

Changes in law or regulation
Updates to our services
Improvements to our terms

We will notify you of significant changes by:

Posting updated Terms on our website
Sending email notifications (where applicable)
Displaying prominent notices

Continued use of the website after changes constitutes acceptance of the updated Terms.

25. Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will continue in full force and effect.

26. Entire Agreement

These Terms, together with our Privacy Policy and any specific service terms, constitute the entire agreement between you and us regarding website use and ferry services.

27. Governing Law

These Terms are governed by English law and subject to the exclusive jurisdiction of the English courts.

28. Contact Information

For questions about these Terms, please contact us:

The Bournemouth-Swanage Motor Road and Ferry Company
Ferry Office, Shell Bay, Studland, Swanage, Dorset BH19 3BA
Email: [email protected]
Telephone: 01929 450203

These terms and conditions were last updated on 16 October 2026 and are effective immediately.